Refund Policy
This page says what happens if something goes wrong with an order. It is short because our position is simple, and we would rather you knew it before you bought than after.
We do not accept returns for change of mind
If a piece arrives as described and undamaged, we cannot take it back because you no longer want it. Every item is handmade and one of a kind, and we are a small operation without the reverse-logistics setup that a change-of-mind policy needs.
This is the reason our product pages carry the weight in grams, the object described in detail, and a note about the variation you should expect from handmade metal. We would rather answer the question before the order than argue about it afterwards. If you are unsure about a piece, write to us and ask.
If it arrives damaged, or it is the wrong item
Tell us within 48 hours of delivery and we will replace the piece or refund you in full, whichever you prefer.
Send us:
- Your order number
- Photographs of the piece showing the damage
- Photographs of the outer packaging, including any damage to the box
Record a video when you open the parcel. Start it before you cut the tape and keep filming until the piece is out of its wrapping. Metal travels badly and a dent can happen anywhere between our hands and yours; a video showing the piece coming out of a sealed box settles the question immediately. Without one we may not be able to tell a transit dent from a later one, and a claim can take longer or be declined.
You pay nothing to send a damaged piece back. We arrange the pickup.
If something is missing from your order
Same window, 48 hours, and the same unboxing video. Send the order number and photographs of everything that did arrive, including the packaging. We send the missing item at our cost.
Cancelling an order
Write to us as soon as you can. If the order has not been packed we will cancel it and refund you in full. Once a parcel has left us it cannot be recalled.
How a refund reaches you
Refunds go back to the method you paid with. Once we approve one it usually takes five to seven working days to appear, depending on your bank.
What is not covered
- Normal variation in handmade metal. Hammer marks, the depth of engraving and the darkness sitting in the recesses differ from piece to piece. Colour on a screen differs from metal in daylight. This is described on every product page and is not a defect.
- Tarnish. Brass, copper and kansa darken with air and use. Every product page carries cleaning instructions and the shine comes back in about a minute.
- Damage after delivery — dropping, scouring, dishwashers, or a tin lining stripped by lemon and salt.
- Pieces bought from anyone other than this website. If you bought elsewhere, that seller's policy applies.
Reaching us
Email paramparapeetal@gmail.com with your order number in the subject line. We answer within two working days.