Refund Policy

Returns & Refunds

At Alcu India, every piece is handcrafted and quality-checked before dispatch. We stand by our workmanship and want you to be satisfied with your purchase. Please read our policy carefully before ordering.

Return Window

You must contact us within 48 hours of delivery to raise any return or claim. Requests raised after this window cannot be processed.

Eligibility

Returns are accepted where the product is received damaged, defective, or is not the item you ordered. As our products are handcrafted, minor variations in finish, texture, colour, and weight are inherent to the craft and are not considered defects.

Damaged, Defective, or Incorrect Items

Contact us at help@alcu.in or on WhatsApp within 48 hours of delivery, with clear photographs of the product and a complete, unedited unboxing video. On verification, we will issue store credit equal to the full amount paid, including any shipping charges. Store credit does not expire and can be used against any future order on alcu.in.

Refunds on Prepaid Orders — Undelivered Shipments

Where a prepaid order is returned to us undelivered — because delivery attempts failed, the courier's calls were not answered, the shipment was refused at the door, or incorrect or incomplete address or contact details were provided — a refund will be initiated only after the shipment physically reaches our facility and is verified.

A deduction of 20% of the total order value will apply. This covers forward shipping, return-to-origin (RTO) courier charges, and payment gateway fees, which are non-recoverable once an order has been dispatched. The balance is credited to the original payment method within 7–10 business days of the shipment being received back at our facility.

Refund Processing and Non-Receipt:

Once a refund is approved, we initiate it through our payment gateway and share the refund reference number with you by email. Refunds are typically credited within 7–10 working days, depending on your bank.

If the refund has not reached you after 10 working days from the date of initiation, contact us with your order number. We will provide the refund reference number (ARN), which your bank can use to trace the credit directly. Most claims are resolved at this stage.

Where your bank is unable to trace the credit, our payment gateway requires supporting documentation before the matter can be escalated further. In such cases we will ask you to provide a statement for the bank account or card used for the payment, covering three months from the date the order was placed, issued or attested by your bank and confirming that no credit of the refund amount was received. We are unable to raise a non-receipt claim with the payment gateway without this document.

On receiving it, we will pursue the escalation with the payment gateway on your behalf and keep you updated until the matter is closed.

Cash on Delivery Orders

COD orders are not eligible for monetary refunds. Verified claims for damaged, defective, or incorrect items are resolved through store credit as set out above.

Return Conditions

Items must be unused and returned complete with all original packaging, tags, and accessories. We reserve the right to decline any claim where these conditions are not met, or where the unboxing video is unavailable, incomplete, or edited.

Notification

We will confirm the outcome of your claim by email once processing is complete.

Customer Care

Email: help@alcu.in