The Indus Craft Co. works with artisan manufacturers across India. Many of our products are handmade, handwoven, hand-finished, and produced using natural materials. Because of this, no two pieces are factory-identical.
🤲Handmade
🧵Handwoven
✨Hand-finished
🌿Natural materials
💡
Minor variations are inherent to handcrafted production and should be expected when sourcing artisan goods internationally. They are part of the product's identity — not a flaw.
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Normal Variation
Expected characteristics of handcrafted production — not eligible for defect claims.
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Valid Defect
Issues that materially affect usability or structural integrity — eligible for claim review.
What Is Considered Normal Variation
The following characteristics are inherent to artisan production and do not qualify as defects.
🎨Colour Variation
·Slight shade differences between production batches
·Natural dye variations
·Variation due to screen/display settings
🧶Texture & Weave
·Minor weave density differences
·Natural fibre inconsistencies
·Slight pattern irregularities
🌿Natural Material Markings
·Grain variation in wood
·Natural fibre marks in jute, bamboo, cotton, seagrass
·Surface texture differences between pieces
📐Dimension & Hand-Finishing
·Small measurement differences within artisan tolerance
·Slight stitch differences
·Minor asymmetry inherent to handmade work
These characteristics reflect artisan craftsmanship and are part of the product identity — they are what make each piece unique.
What Qualifies as a Valid Manufacturing Defect
A claim will be reviewed if the issue materially affects usability or structural integrity of the product. The issue must significantly impact the product's intended use.
🔧Structural Breakage
▸Cracked frame or broken component
▸Detached hardware
▸Structural instability
⚠️Major Production Fault
▸Severely misaligned stitching compromising function
▸Non-functional closure mechanism
▸Incorrect assembly
📦Incorrect Item Shipped
▸Wrong SKU dispatched
▸Wrong size variant
▸Wrong colour (where clearly defined and confirmed)
🔍Severe Cosmetic Damage
▸Deep scratches affecting usability
▸Large visible cracks
▸Significant material tear
Transit Damage vs Manufacturing Defect
It is important to distinguish between damage that occurred during shipping and a defect that originated during production. Both may qualify for review, but evidence is required in both cases.
📮
Transit Damage
Caused during shipping:
◆Crushed box
◆Impact breakage
◆Visible courier handling damage
🏭
Manufacturing Defect
Originates during production:
◆Weak or faulty structure
◆Faulty construction
◆Material failure
Claim Submission Requirements
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5-Day Submission Deadline
Claims must be submitted within 5 calendar days of confirmed delivery. Claims submitted after this window may not be eligible for review.
All claims must be submitted with photographic evidence. Incomplete evidence may delay or prevent review.
Required evidence — all 5 items:
📸Clear photos of the product
📦Photos of inner packaging
🗃️Photos of outer carton
🏷️Photo of shipping label
🔎Close-up photo of the defect
Submit via WhatsApp or email to our team.
Claim Review Process
1
Initial Assessment
1–2 business days
Our team reviews submitted photos and determines whether the issue qualifies for further review.
2
Manufacturer Consultation
If required
Where needed, we consult the artisan manufacturer to understand the cause and inform resolution.
3
Resolution Decision
3–7 business days (typical)
Final decision communicated. Complex cases may require additional time. You will be kept informed throughout.
Possible Resolutions
The outcome depends on severity, circumstances, and claim completeness.
🔄
Replacement Shipment
A new item is dispatched to replace the defective product.
🏪
Store Credit
Credit applied to your account for use on future orders.
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Partial Refund
A proportionate refund issued based on the nature of the issue.
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Full Refund
Full product value refunded in qualifying cases.
◆Return of item is typically not required unless specifically requested by our team.
◆Shipping fees, customs duties, and payment processing fees are non-refundable in all cases.
Why This Policy Exists & Our Commitment
International artisan sourcing differs fundamentally from factory mass production. This policy ensures fair protection for buyers while preserving artisan authenticity and enabling sustainable cross-border operations.
Our commitment to every buyer:
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Transparency
Clear policies, no hidden terms.
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Fair Evaluation
Every claim is assessed on its merits.
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Professional Resolution
Timely, structured, communicated clearly.
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Long-Term Relationships
We partner, not transact.
If you are unsure whether an issue qualifies as a defect, contact us with photos — we will guide you before you formally submit a claim.
+91 94320 58888