Important — Please Read Before Raising Any Claim  |  Applies to Both Sample and Bulk Orders

The Nature of Handcrafted Goods — What Is and Is Not a Defect

From the terracotta traditions of the Indus Valley to the vibrant weaves of Vedic India, our crafts carry millennia of artisan knowledge. Each piece is handmade with care — no machines, no mass production, no two items exactly alike. This soulful uniqueness is what makes TICC products authentic, natural, and sought after by conscious buyers worldwide.

Before raising any claim, whether on a sample or a bulk order, please read this section carefully. Many characteristics that buyers initially flag as 'defects' are in fact inherent features of genuine handcrafted goods.

Not Eligible for Claims — Inherent Characteristics of Handcrafted Goods (Both Order Types)

A.1 All Sample Sales Are Final. Sample orders are placed on the TICC website for the specific purpose of evaluating product quality, design, and specifications before committing to a bulk order. All sample sales are final. Returns of sample orders are not accepted.

A.2 Made-to-Order. Every sample product is handcrafted to order. Because each item is made specifically for you, it cannot be restocked or resold. Our obligations for sample orders are strictly limited to the circumstances in this Part.

A.3 Inspection Obligation. You must inspect your sample order promptly upon delivery and raise any claim within the time limits below. Failure to do so constitutes unconditional acceptance of the goods.

Eligible Claims for Sample Orders

Critical — Written Email Required: All claims must be submitted in writing to hello@theinduscraftco.com. Claims raised verbally, via WhatsApp, or through any other channel will not trigger TICC's obligations under this Policy.

▸ Subject Line: Claim Notice — [Your Order Reference]

▸ Your Details: Full name, company name, delivery address.

▸ Description: Type of claim, SKU(s) affected.

▸ Photographs: Clear, unedited photos taken at the time of discovery — not after repacking.

▸ Proof of Delivery: DHL delivery confirmation or signed receipt.

Sample-to-Bulk Cost Offset: When you purchase samples and then place a bulk order for the same product(s), the full cost of your sample order is credited and offset against your bulk Proforma Invoice. This is a core benefit of our sample-to-bulk programme — your sample investment is not lost.

1.1 All Bulk Sales Are Firm. All bulk orders placed with TICC are firm sales. We do not accept returns or issue refunds except in the specific circumstances set out in this Part.

1.2 Made-to-Order. Every bulk product is handcrafted to order by skilled artisans from natural raw materials, specifically for you. These products cannot be restocked or resold by TICC. Our remedy obligations are strictly limited to the circumstances described in this Part.

1.3 Inspection Obligation. You must inspect all goods promptly upon delivery and raise any claim within the time limits in Section 3. Failure to do so constitutes unconditional acceptance of the goods.

1.4 Good Faith. Both parties agree to act in good faith. You must provide accurate, complete, and unaltered photographic evidence when making a claim. TICC reserves the right to reject claims supported by insufficient, inconsistent, or manipulated evidence.

Every bulk order shipped by TICC is subject to a mandatory Pre-Shipment Inspection (PSI) conducted by SGS — the world's leading inspection, verification, testing, and certification company, recognised by importers and regulatory authorities across the USA, UK, EU, Canada, Australia, and the Middle East. This independent certification is how TICC delivers verifiable trust alongside every shipment.

2.1 Scope of SGS Inspection. The SGS PSI covers: (a) product quality and workmanship; (b) quantity verification against the Proforma Invoice; (c) SKU and specification conformance; (d) packing and labelling to international export standards; and (e) applicable product standards for the destination market.

2.2 The SGS PSI Certificate. Upon successful completion, SGS issues a Pre-Shipment Inspection Certificate which is: (a) provided to the Buyer before the balance payment is requested; (b) an internationally recognised document confirming condition, quantity, and conformance at dispatch; and (c) conclusive evidence under this Policy that goods were inspected, found conforming, and in good condition at the point of departure from India.

2.3 Legal Effect. Once the SGS PSI Certificate is issued: (a) any claim for defects, non-conformance, or quality issues detectable during inspection is excluded; (b) post-delivery claims are strictly limited to damage caused during international transit; and (c) payment of the balance constitutes the Buyer's acknowledgement of satisfaction with the pre-shipment condition.

2.4 Your Right to Witness the Inspection. Buyers may request to have a representative witness the SGS inspection. This must be requested in writing at least 5 business days before the inspection date. Costs of attendance are the Buyer's responsibility.

2.5 Packing Standards. Following inspection, all goods are packed to international export standards — appropriate cushioning, individual product wrapping, H-taped cartons, and master carton labelling — designed to protect goods through DHL Express and sea freight transit conditions.

Time is of the Essence: Claims not raised within the timeframes below are deemed waived, and goods treated as unconditionally accepted. Strict compliance is required.

Bulk Order Claim Types & Timeframes

Critical — Written Email Is Mandatory: All claims MUST be submitted in writing to hello@theinduscraftco.com. Claims raised verbally, via WhatsApp, or through any other channel will not be accepted as formal claims.

▸ Subject Line: Claim Notice — [Your Proforma Invoice Number]

▸ Your Details: Full name, company name, registered delivery address.

▸ Order Reference: Proforma Invoice number + SGS PSI Certificate reference.

▸ Description: Type of claim, affected SKUs, number of units affected.

▸ Photographs: Clear, unedited photos taken at the time of discovery — not after handling or repacking.

▸ Proof of Delivery: DHL delivery confirmation, sea freight delivery receipt, or carrier delivery confirmation.

5.1 Acknowledgement. TICC will acknowledge receipt of a properly submitted claim within 3 India business days.

5.2 Assessment Period. TICC will complete its assessment within 10 India business days of receiving complete documentation. Where transit damage is involved, TICC may need to liaise with the carrier, which may extend this period. TICC will notify you if additional time is required.

5.3 Assessment Criteria. TICC will assess the claim against: (a) the SGS PSI Certificate and inspection records; (b) TICC's own pre-dispatch inspection photographs; (c) shipment packing records; (d) your photographic evidence; (e) the carrier tracking record and proof of delivery; and (f) the agreed specifications in the Proforma Invoice.

5.4 Decision. TICC will notify you in writing: (a) claim accepted — with proposed remedy; (b) partially accepted — with partial remedy; or (c) rejected — with reasons.

5.5 Dispute of Decision. You may request a senior review within 5 business days of receiving our decision. Unresolved disputes are subject to TICC's Wholesale Terms of Sale.

6.1 No Full Refunds. TICC does not issue full order refunds. Maximum remedy is limited to the value of confirmed defective, incorrect, or damaged units only.

6.2 No Return Shipment Required. You are not required to return goods to receive a remedy. Photographic evidence is sufficient. TICC may request a sample for QA, in which case TICC arranges and pays for collection.

6.3 Remedy Cap. TICC's total liability is limited to the invoice value of the affected units. TICC is not liable for lost profits, additional logistics costs, re-labelling/repackaging costs, or any indirect or consequential loss.

7.1 General Position. Custom, white-label, and made-to-specification orders are non-returnable and non-refundable. These products are produced exclusively for the Buyer and cannot be restocked or resold by TICC.

7.2 Defects. The standard claim process in Sections 3–5 applies. Where accepted, TICC's preferred remedy is replacement or credit note.

7.3 Partial Refund — Major Defect Across Entire Order. In the exceptional circumstance where TICC confirms that more than 75% of all units have a major structural defect rendering them commercially unusable, TICC may — at its sole discretion — offer a partial refund not exceeding 50% of the invoice value of the affected units.

7.4 Buyer-Approved Specifications. Where the Buyer has approved pre-production samples, an SGS report, or a PI specification, and delivered goods conform within natural tolerances, no claim lies for non-conformance.

8.1 Use This Policy First. Before initiating any payment dispute, chargeback, or reversal through PayPal, a bank, or any payment provider, the Buyer must first submit a formal claim under this Policy and allow TICC's assessment (Section 5) to conclude.

8.2 Premature Chargebacks. Initiating a chargeback without following this Policy, or while a claim is being assessed, constitutes a material breach. TICC reserves the right to: (a) dispute and contest the chargeback with full documentation; (b) suspend the Buyer's account; (c) claim damages; and (d) commence legal proceedings.

8.3 Our Documentation. TICC maintains complete records — SGS certificates, pre-dispatch photographs, invoices, packing records, and carrier tracking data. These will be provided to any payment provider in a dispute.

8.4 No Chargeback as a Remedy. A payment reversal is not a remedy under this Policy. The remedies in Section 6 are the exclusive remedies available to the Buyer.

General Provisions  |  Applies to Both Sample and Bulk Orders