Cancellation Policy
Changing or cancelling an order.
Before your order is accepted
You can cancel freely at any point before our team accepts your order, at no cost. Nothing has been charged at that stage.
After acceptance, before production
Once accepted, contact us as soon as possible on WhatsApp or email with your order number. If production has not started we will cancel and refund any payment in full.
Once production has started
Because items are made to order in small batches, cancellations after production begins cannot always be accepted. We will always tell you honestly what stage your order has reached and what is possible.
Cancellation by us
Occasionally we may need to cancel an order — for example if a material is unavailable or a festival collection sells out. If that happens we will tell you the reason and refund you in full. The reason is also shown on your order tracking page.
Refund timelines
Approved refunds are processed to the original payment method within 5 to 7 working days.
Questions?
Message us on WhatsApp or email connect@aliveheritage.co.in.