Poonam Backliwal · Since 1965
Order & Shipping Policy
Please read carefully before placing your order
Cancellation
Within 24 hrs
Customs & Duties
Buyer's cost
Cancellation
When can I cancel?
| Within 24 hours of placing order |
Eligible |
| After 24 hours |
Not eligible |
| After shipment has been dispatched |
Not eligible |
| Custom or bespoke orders |
Not eligible |
How to cancel
1
Email us immediatelyWrite to mail@poonambackliwal.com with your order number and reason — within 24 hours of placing the order.
2
Await confirmationOur team will confirm eligibility within 1 business day.
3
Payment reversedIf approved, the amount is returned to your original payment method within 5–7 business days.
No Exchange & No Refund
| Exchanges |
Not available under any circumstance |
| Refunds after dispatch |
Not available |
| Change of mind |
Not accepted |
| Handcrafted variation in finish or colour |
Not a valid reason |
Every piece is handcrafted by skilled artisans in Rajasthan. Natural variations in colour, texture, and finish are an intrinsic part of the craft — not defects. We recommend reviewing all product images and descriptions carefully before purchasing.
Damaged or Broken Items
If your item arrives damaged or broken, please email us an unboxing video as proof. Claims without a video will not be accepted.
| Unboxing video required |
Mandatory |
| Claims without unboxing video |
Not accepted |
| Window to report damage |
Within 24 hours of delivery |
| Email to send video |
mail@poonambackliwal.com |
How to record your unboxing video
Please record continuously from the moment you begin opening the package — do not stop or edit the video. The outer packaging, inner wrapping, and the item must all be clearly visible. Videos that begin after the package is already open will not be accepted as evidence of transit damage.
International Orders
| Import duties & taxes |
Borne entirely by the buyer |
| Customs clearance charges |
Borne entirely by the buyer |
| Tariffs imposed by destination country |
Borne entirely by the buyer |
| Return shipping (if package refused) |
Borne entirely by the buyer |
| Delays due to customs processing |
Beyond our control |
Customs duties and import taxes vary by country and are not included in the product price or shipping charge at checkout. Poonam Backliwal is not responsible for any additional charges levied by your country’s customs authority. If a package is refused or unclaimed and returned to us, the cost of return shipping will be deducted and no refund will be issued.
Questions?
|
|
Response time
Within 1 business day
|
By placing an order with Poonam Backliwal, you agree to this policy in full — including all customs, duty, and shipping obligations. We encourage you to reach out before purchasing if you have any questions about a piece.
