Return & Exchange Policy – Sohini Flutes

1. Exchange Policy

We want you to love your flute. However, due to the handmade nature of our instruments, exchanges are offered under specific conditions:
Eligibility: Exchanges are available only for domestic orders within India and only for non-customized products.
Reporting Timeline: If you notice any defect or issue, you must notify us within three (3) days from the date of delivery.
Refund Limitation: We do not offer refunds for any order, except in cases where a cancellation is requested prior to dispatch.

2. Non-Returnable / Non-Exchangeable Items

In compliance with Rule 4(3)(a) of the Consumer Protection (E-commerce) Rules, 2020, the following categories of products are not eligible for return, refund, or exchange:
International Orders – Shipments delivered outside India
Customized Products – Flutes with engraving, specific tuning, or any other modification requested by you
Clearance or Sale Items – Products purchased during discount promotions or clearance events

3. Customized Products – Important Disclosure

Customized flutes are crafted exclusively based on your personal requirements. As such, they are not suitable for resale and cannot be exchanged or returned.

Please Note: Because each bamboo flute is handcrafted, minor variations in grain, color, or finish are natural and inherent to the material. These variations do not constitute defects or deficiencies under the Consumer Protection Act, 2019. They are part of the unique charm of a handmade instrument.

4. Conditions for Replacement

If your product qualifies for a replacement, the following conditions must be met:
Verification Required – All replacement requests are subject to inspection and verification by our team.
Product Condition – The item must be returned unused, in its original condition, and with all original packaging and accessories.
Return Timeline – We must receive the returned product within three (3) business days from the date of delivery.
Approval Rights – We reserve the sole discretion to accept or reject any replacement request after thorough inspection.

5. Order Cancellation & Refunds

We understand that plans can change. Here’s how cancellations work:
Cancellation Window – You may request a cancellation only before your order has been dispatched from our workshop.
Approved Cancellations – If your cancellation request is approved, we will process a refund to your original payment method.
Refund Timeline – The refund will be completed within seven (7) business days, subject to your bank or payment gateway’s processing time.

6. No Denial of Legitimate Claims

We are committed to fair dealing. We will not refuse legitimate replacement requests in the following cases:
The product received is defective
The product has been damaged during transit
The product received is materially different in scale or specification from what was described on our website
All claims must be reported within the stipulated timeline and will be verified before processing.

7. Governing Law & Jurisdiction

This policy, and all transactions conducted through our website, are governed by the laws of India.
Any disputes arising under or in connection with this policy shall be subject to the exclusive jurisdiction of competent courts in Kolkata, West Bengal, India.

8. Contact Us

If you have any questions about this policy, or if you wish to initiate a return or cancellation, please reach out to us:

Sohini Flutes
Prasenjit Parui – Owner
8a, Picnic Garden 1st Ln, Picnic Garden, Tiljala, Kolkata, West Bengal 700039, India

📧 Email: [email protected]
📞 Phone: +91 9883949455