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Cancellation and Refund Policy

Last updated: August 15, 2025

1. Overview

At OKNEPPO, we understand that sometimes you may need to cancel or return a product. Given the handcrafted nature of our luxury textiles and the artisanal effort that goes into each piece, we have established this policy to ensure fairness for both our customers and artisans.

2. Product Cancellations

2.1 Before Shipment

  • Within 24 hours: Full cancellation with 50% refund
  • After 24 hours: Cancellation not possible if production has begun

2.2 Custom/Made-to-Order Items

Due to the personalized nature of custom pieces:

  • Cancellation is only possible within 12 hours of order confirmation
  • Once production begins, custom items cannot be cancelled
  • Custom orders require 50% advance payment which is non-refundable after 12 hours

3. Returns and Refunds

3.1 Eligible Returns

We accept returns under the following conditions:

  • Manufacturing defects: Items with genuine manufacturing flaws
  • Damage during shipping: Items damaged during transit
  • Wrong item sent: If we send a different product than ordered
  • Significantly different from description: Major discrepancies from product listing

3.2 Return Conditions

  • Items must be returned within 7 days of delivery
  • Products must be in original condition with all tags attached
  • Items must not have been worn, washed, or altered
  • Original packaging and any accessories must be included
  • Clear photographs of defects must be provided for quality issues

3.3 Non-Returnable Items

The following items cannot be returned:

  • Custom or personalized items
  • Items used, worn, or washed
  • Products damaged by customer negligence
  • Items returned after 7 days of delivery
  • Sale or clearance items (unless defective)

4. Course Cancellations

4.1 Course Refund Policy

  • Before course starts: 100% refund if cancelled 7+ days before start date
  • 3-7 days before start: 75% refund
  • Within 3 days: 50% refund
  • After course begins: No refund, but credit towards future courses

4.2 Course Transfers

Students may transfer to a future batch with 48 hours notice and a ₹500 administrative fee.

5. Refund Process

5.1 How to Request a Refund

  1. Contact us via our Contact page within the eligible timeframe
  2. Provide order number and reason for return/refund
  3. Include clear photographs if claiming defects
  4. Await our response with return instructions or approval

5.2 Refund Timeline

  • Processing time: 3-5 business days after receiving returned item
  • Refund method: Original payment method
  • Bank processing: Additional 5-7 business days depending on your bank

5.3 Return Shipping

  • OKNEPPO covers return shipping for defective or wrong items
  • Customer bears return shipping cost for other eligible returns
  • We recommend using tracked shipping for returns

6. Quality Assurance

Each OKNEPPO piece undergoes rigorous quality checks before shipping. However, due to the handcrafted nature of our products, minor variations in color, texture, or embroidery are natural and not considered defects. These variations make each piece unique and are part of the artisanal charm.

7. Exchanges

We currently do not offer direct exchanges. For size or color changes, please follow the return process and place a new order for your preferred item.

8. Store Credit

In certain cases, we may offer store credit as an alternative to refunds. Store credits are valid for 1 year from the date of issue and can be used for any OKNEPPO products or courses.

9. Contact Information

For any questions regarding cancellations, returns, or refunds, please contact us via our Contact page. Our customer service team will respond within 24-48 hours.

10. Policy Updates

OKNEPPO reserves the right to update this cancellation and refund policy at any time. Changes will be posted on this page with an updated revision date. Continued use of our services constitutes acceptance of any policy changes.