Legal Business Name: LALITA HANDICRAFTS PRIVATE LIMITED
Trading As: Opulent Tree
Registered Office: 65 Shri Ram Bhawan, Kamla Nehru Nagar, Jodhpur, Rajasthan – 342008
Email: care@opulenttree.com
Phone: +91 964 964 53 53

 

1. Purpose

This policy is to inform our customers of their rights with respect to cancellations, refunds, returns (if any), and damages. It is designed to comply with Indian law, including the Consumer Protection Act, 2019, and the Consumer Protection (E-Commerce) Rules, 2020, among other relevant legal frameworks.

 

2. Definitions

Made-to-order / Custom / Personalized Products: Items that are crafted, produced or modified specifically per customer’s specifications (e.g. size, material, design).

Damage / Defect: A product that is broken, imperfect, not in merchantable condition, or fails to conform to the description or sample shown/communicated.

Customer: A person who purchases goods from Opulent Tree, for consideration, either online or offline.

 

3. Cancellations

  • A customer may cancel an order within 24 hours of placing it. After that, the order enters production and cancellations will not be accepted.

  • Cancellation must be communicated in writing (email or through website order system) within the 24-hour window.

 

4. Refunds for Damaged or Defective Products

  • If a product arrives damaged or defective, the customer must notify us within 48 hours of delivery. Notification should include photographic or video evidence of the damage/defect, including packaging.

  • Once verified, the customer may choose between a full refund or a replacement (if feasible).

 

5. Cases Where Refunds / Exchanges / Returns Are Not Accepted

Because the goods are customized / personalized / made-to-order, the following cases are non-refundable / non-returnable:

  • Change of mind after 24 hours of order confirmation.

  • Errors or defects arising from incorrect information (dimensions, designs) given by the customer.

  • Slight, reasonable variations in finish, grain, color or texture inherent to natural materials like wood or fabric.

  • Normal wear or damage caused after delivery due to misuse.

 

6. Refund Process & Timeline

  • After the customer notifies us of damage/defect (within 48 hours), we will acknowledge the claim within 48 hours.

  • Verification (inspection, photos, etc.) will occur as soon as possible; we aim to process refunds or send replacements within 15 business days from confirmation of the defect.

  • Payment refunds will be made using the same payment method used for purchase, unless otherwise agreed.

 

7. Legal Rights under Indian Law

Under the Consumer Protection Act, 2019, consumers have the right to seek redressal for goods that are defective, mis-described, or do not meet the standards promised.

The Consumer Protection (E-Commerce) Rules, 2020 require that refund, return, exchange and warranty policies be prominently displayed, clear, and adhered to. Sellers must accept returns/refunds for defective or misrepresented goods.

Even in “no refund / no return” cases, for defective or misrepresented goods, consumer rights cannot be overridden by policy. Sellers must comply with legal obligations to provide remedy.

 

8. Grievance Redressal

For any disputes, customers should first contact our customer care: care@opulenttree.com or phone +91 964 964 53 53.

If issues are not resolved satisfactorily, customers have the right to approach the District Consumer Disputes Redressal Commission or State Commission under the Consumer Protection Act, 2019.

 

9. Jurisdiction

All disputes arising under or in connection with this policy, or the orders placed, will be governed by the laws of India.

Any legal proceedings shall be filed in courts located in Jodhpur, Rajasthan. This means that the District Consumer Disputes Redressal Forum or any Court/Commission with jurisdiction in Jodhpur, Rajasthan, will have venue jurisdiction.

 

10. Amendments

Opulent Tree (LALITA HANDICRAFTS PRIVATE LIMITED) reserves the right to modify or amend this policy at any time. The updated version will be posted on the website and will apply to orders made after the effective date.