Support Policy

Introduction

At SavaliKraft, we are committed to providing exceptional support for our customers and ensuring a seamless experience with our authentic handcrafted Indian tribal art and crafts. This Support Policy outlines our commitment to quality, customer service, and sustainable business practices.

  1. Product Quality Assurance

Quality Standards

  • All products embroidery & Paintings are 100% handcrafted by skilled artisans with no machine involvement
  • Each piece is unique due to its handmade nature
  • Products are made using eco-friendly and sustainable materials
  • Quality inspection is conducted before dispatch
  1. Shipping & Delivery Support

Domestic Shipping (India)

  • Standard delivery: 5-7 business days
  • Expedited shipping available upon request
  • Secure packaging to protect handcrafted items
  • Real-time tracking information provided

International Shipping

  • We ship to all countries worldwide
  • Delivery timeframe: 15-30 business days (may vary by location)
  • Customs clearance assistance provided
  • International insurance available for valuable items

Shipping Policies

  • Free shipping on orders above ₹499 (India)
  • International shipping calculated at checkout
  • All items are insured during transit
  • Packaging includes protective materials to prevent damage
  1. Return & Refund Policy

Return Eligibility

  • Returns accepted within 2 days of delivery
  • Product must be in unused condition with original packaging
  • Return shipping cost is borne by customer (unless item is damaged/defective)
  • Refunds issued within 7 business days of item receipt

Non-Returnable Items

  • Customized or personalized orders (unless defective)
  • Items with visible signs of use or wear
  • Damaged items due to customer mishandling

Defective Products

  • If product arrives damaged or defective, return shipping is FREE
  • Customers can request replacement or full refund
  • Photo documentation required for damage claims
  • Claims must be filed within 48 hours of delivery

Refund Process

  1. Submit return request with order number and reason
  2. Receive return shipping label (if applicable)
  3. Ship item back to us with tracking
  4. We verify the item upon receipt
  5. Refund processed to original payment method
  6. Refund appears in your account within 5-7 business days
  7. Product Replacement

Replacement Conditions

  • Free replacement for damaged or defective items
  • Free replacement for items not matching product description
  • Replacement shipped immediately after issue verification
  • Original item returns not required for damaged pieces (within India)

Replacement Timeline

  • Replacement items dispatched within 2 business days
  • Delivery timeframe similar to original order
  • No additional charges for replacement shipping
  1. Customer Communication & Support

Response Time

  • Email inquiries: 24-48 hours
  • Customer support messages: 24 hours
  • Urgent issues: Priority handling

Support Channels

  • Email: info@savalikraft.com
  • Phone: +91 90 160 181 45
  • Social Media: @SavaliKraft (Instagram, Facebook)
  • Website: SavaliKraft.com

Available Languages

  • Hindi
  • Marathi

Support Services

  • Order tracking and status updates
  • Product information and recommendations
  • Customization inquiries and special requests
  • Payment and billing support
  • Shipping and delivery assistance
  1. Customization & Special Orders

Custom Orders

  • We accept personalized and customized orders
  • Additional lead time: 2-3 weeks
  • 50% advance payment required for custom orders
  • Detailed design consultation provided

Customization Options

  • Custom color variations
  • Personalized messages or names
  • Size modifications
  • Special packaging for gifts

Customization Policy

  • Customized items are non-returnable unless defective
  • Changes can be made before production starts
  • Final approval required before artisans begin work
  • Payment plan available for large custom orders
  1. Product Care & Maintenance

Handling Instructions

  • Handle with care to preserve handcrafted details
  • Store in cool, dry place away from direct sunlight
  • Avoid excessive moisture or humidity
  • Keep away from extreme temperature changes

Material-Specific Care

Wooden Articles

  • Dust with soft cloth regularly
  • Avoid prolonged water exposure
  • Apply natural wood oil occasionally (optional)
  • Protect from direct heat sources

Hand-Embroidered Items

  • Hand wash gently in lukewarm water
  • Use mild detergent for fabrics
  • Air dry naturally, avoid wringing
  • Iron on low heat if needed

Traditional Tribal Art

  • Protect from moisture and humidity
  • Display away from direct sunlight
  • Frame artwork professionally for longevity
  • Clean with soft, dry cloth only
  1. Fair Trade & Social Commitment

Our Promise to Artisans

  • Direct purchase from rural artisans ensures fair pricing
  • 100% of craft premium goes directly to makers
  • Transparent pricing – customers know artisan compensation
  • Community development – portion of profits invested in skill development

Ethical Practices

  • No child labor or forced labor involved
  • Safe working conditions maintained
  • Respect for artisan cultural heritage
  • Long-term relationship with artisan communities

Environmental Responsibility

  • Eco-friendly materials sourced sustainably
  • Minimal waste production methods
  • Support for environmental conservation
  • Packaging is recyclable and biodegradable
  1. Dispute Resolution

Complaint Process

  1. Contact Us with detailed complaint and order information
  2. Documentation – Provide photos, messages, and relevant details
  3. Investigation – We investigate the issue thoroughly
  4. Resolution – Fair solution offered based on findings
  5. Follow-up – We ensure customer satisfaction

Escalation Procedure

  • If initial response unsatisfactory, escalate to management
  • Management review within 5 business days
  • Final decision communicated with explanation
  • We are committed to fair and transparent resolution

Refund/Compensation

  • Defective products: Full refund or replacement
  • Significant service failures: Additional compensation considered
  • Partial refunds for minor issues if applicable
  • All decisions made in spirit of fairness to both parties
  1. Privacy & Data Protection

Customer Information

  • We protect your personal information with highest security
  • Data used only for order fulfillment and communication
  • No third-party sharing without consent
  • Compliance with data protection regulations

Communication Preferences

  • Customers can opt-out of promotional emails
  • Update preferences anytime through account settings
  • Unsubscribe link available in all marketing emails
  • We respect your communication preferences
  1. Changes to This Policy

Policy Updates

  • We may update this Support Policy from time to time
  • Changes will be posted on our website
  • Major changes communicated via email to registered customers
  • Continued use implies acceptance of updated policy

Contact Information

For support requests, inquiries, or complaints:

Email: info@savalikraft.com
Phone: +91 90 160 181 45
Website: www.SavaliKraft.com
Social Media: @SavaliKraft (Instagram, Facebook)

Closing Statement

At SavaliKraft, customer satisfaction is our priority. We believe in transparent, fair, and ethical business practices that support our artisan community while providing exceptional service to customers worldwide. Thank you for supporting authentic Indian tribal art and the artisans who create it.

“Connecting Indian Crafts to the World”

Last Updated: December 2025
Policy Effective: All orders placed on or after this date

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