Pipihiri

At Pipihiri, we take great care in crafting and packaging each product. As our products include handcrafted terracotta and ceramic items, we understand the importance of secure transit and transparent policies.

Please read the following policy carefully before placing your order.

1. Damaged Shipments

All Pipihiri products are carefully packed to prevent damage during shipping. However, in the extremely rare event that your order arrives damaged, we require proper documentation to process your claim.

How to Report a Damaged Product

If you receive a damaged item:

  • You must record a clear and continuous package opening video.
  • The video must start before opening the sealed package.
  • It should clearly show:
    • The outer packaging (including shipping label)
    • The condition of the box
    • The full unboxing process
    • The damaged product

The issue must be reported within 24 hours of delivery.

Please share:

  • Order number
  • Package opening video
  • Clear images (if required)

⚠️ Important:

  • Claims without a proper opening video will not be accepted.
  • Claims raised after 24 hours from delivery will not be entertained.

After verification, we will initiate:

  • A replacement (subject to product availability), or
  • A refund to the original payment method.

2. Missing Shipments or Missing Items

If:

  • Your order is marked as delivered but you have not received it, or
  • An item is missing from your package,

You must raise a query immediately after the promised delivery date has passed.

What We Will Do

  • Coordinate with the courier partner.
  • Verify delivery confirmation and shipment details.
  • Investigate the issue thoroughly.

If the claim is validated, we will proceed with:

  • Replacement of the missing item, or
  • Refund to the original payment method.

Delayed reporting may affect resolution with the courier partner.

3. Returns & Exchanges

Due to the nature of handcrafted terracotta and ceramic products, returns and exchanges are limited.

Please refer to our Returns & Refund Policy page for:

  • Eligibility criteria
  • Return conditions
  • Exchange guidelines
  • Non-returnable items

Pipihiri reserves the right to deny returns that do not meet policy requirements.

4. Refund Processing Timeline

Once your refund request is approved:

  • Refunds will be processed to the original payment method.
  • The amount will reflect within 5–7 business days, depending on your bank or payment provider.

For Cash on Delivery (COD) orders:

  • Refunds will be processed via bank transfer or UPI.
  • Customers may be asked to provide valid bank details.

5. Non-Eligible Cases

Refunds or replacements will not be applicable in the following cases:

  • No package opening video provided for damaged claims.
  • Claim raised after 24 hours of delivery.
  • Minor color, texture, or finish variations (as these are handcrafted products).
  • Incorrect shipping address provided by the customer.
  • Refusal to accept delivery.
  • Normal wear and tear after usage.