All sales are final. Because every product is handcrafted and made to order, we do not accept returns or offer refunds for change of mind, incorrect selection, or similar reasons. Damage and dispatch errors are covered below.
These are not mass-produced items pulled off a shelf. A Kondapalli figure is carved, assembled and painted by hand for the order it belongs to, and once a piece has been made and dispatched it cannot simply be put back into stock and sold again.
That is why change of mind is not covered. It is also why we try to give you everything needed to decide before you buy: photographs of the actual piece, the materials it is made from, and its dimensions. If you are unsure about size, weight or colour, ask us before ordering — write to info@hesvikahandicrafts.com or call +91-9390991131 and we will describe the piece honestly.
An order can be cancelled within 12 hours of being placed, provided it has not already been dispatched. Contact us immediately with your order ID at info@hesvikahandicrafts.com.
After that window the piece is being prepared and packed for you, and the order can no longer be cancelled.
Every piece is painted by hand, so no two are identical. Brushwork on eyes, jewellery and border detail varies slightly from piece to piece, and lac-turned Etikoppaka pieces vary in colour depth where the lac was burnished by hand. On terracotta, small surface marks from shaping and firing are part of the material.
Screens also render colour differently. A doll photographed under shop lighting can look warmer or cooler than it does at home. None of this is treated as a defect — it is what separates a handmade piece from a moulded one.
Once we have your photographs and order ID, we assess the claim against what was dispatched. If the piece is broken, structurally damaged, visibly defective, or is simply not the product you ordered, you choose the outcome: a replacement of the same piece where one is available, or a full refund.
Where a refund is agreed, it is issued to the original payment method used at checkout. Payments are processed through Razorpay, and the time the amount takes to appear back on your card, UPI app or bank account is set by your bank rather than by us.
Replacements depend on stock. Because these are handmade pieces, an identical replacement is not always available immediately — in that case we will offer the nearest equivalent or a refund, and let you decide.