Returns & Refunds

TRIVASA- THE HERITAGE FINDS

Replacements & Store Credit Policy

At Trivasa, every piece that goes out of our door is something we have personally chosen, checked, and packed with care. We work with people across India whose craft we genuinely believe in, and the things we send you are the things we would happily place in our own homes.

We pack each order slowly, and we double-check every piece before it leaves us. We know that what arrives at your door isn't just an object; it's something you've waited for, made space for, and chosen to live with. That trust isn't lost on us.

And still, every now and then, despite our best care, something travels rough. A piece arrives chipped. A box looks bruised. If that ever happens with your order, we are truly, deeply sorry. We know it's disappointing, especially when you've been looking forward to it. Please know that we will make it right, as quickly and kindly as we can.

This page tells you how that works.

A few things to know first

We do not offer returns. Every Trivasa piece is curated and packed in small numbers, and many are made by hand in limited runs. We're a young brand with a small team, and we are not yet able to support general returns. We hope you'll understand.

We do offer replacements or credit note, but only in the specific case of damage during transit.

Shipping charges are non-refundable in any case. The cost we paid to ship the order to you stays with the courier, it isn't ours to return.

Please read the rest of this page before placing an order so there are no surprises later. If anything is unclear, message us; we'd rather answer a question now than have you feel let down later.

If your order arrives damaged

If your piece reaches you broken, chipped, or visibly damaged because of transit, here is exactly what to do:

Reach out within 24 hours of delivery. Email us at [trivasa.thf@gmail.com] or WhatsApp us at [+91 7488965556]. Requests received after 24 hours cannot be honoured because we are unable to verify when the damage occurred.

Send us a clear video of the damaged piece. The video should ideally show the outer packaging, the unboxing, and a close-up of the damaged area. If you couldn't film the unboxing, a video of the broken piece in good light is also fine, but the more we can see, the faster we can resolve it.

Choose what you'd like us to do. Once we receive your video and confirm the damage, you can choose between a replacement of the same piece (subject to availability) or credit note equal to the value of the damaged item, valid for 6 months on any future Trivasa purchase.

We aim to come back to every damage report within 48 hours. Please bear with us if it takes a little longer on weekends or holidays; we read every message.

About return shipping for damaged pieces.

If we ask you to send the damaged piece back to us before issuing a replacement or store credit, the return shipping is arranged through our courier partner. The cost depends on the size and weight of the piece:

Smaller, lighter pieces: ₹149

Larger or heavier pieces: up to ₹199

This cost is borne by the customer and is deducted from the store credit we issue, or invoiced separately in the case of a replacement. We know this isn't ideal; please believe us when we say that as we grow, we'll continue to improve this experience for you.

In some cases, for very small or low-value items, we may not need the damaged piece back, and your replacement or store credit will be issued straight away. We'll always let you know when you reach out.

What this policy does not cover?

We're as transparent as we can be about what falls outside this policy:

Change of mind. If a piece is not what you imagined, doesn't sit right in your room, or no longer feels like a fit; we are very sorry, but we cannot accept it back.

Minor differences in colour, texture, finish or size for handcrafted items. Many of our pieces are made by hand, in small numbers, by people whose work is shaped by the day, the weather, the clay, and the metal. Two pieces of the same product will never be perfectly identical; these small variations are what make handcrafted things alive, and we do not consider them defects.

Damage caused after delivery, including scratches, falls, water damage, or breakage from regular use.

Orders where the damage was reported more than 24 hours after delivery.

Orders where no video evidence of the damage is shared.

Bulk, custom, or made-to-order pieces. These are produced specifically for you and are not eligible for replacement or store credit unless damaged in transit. We will discuss any issues with such orders on a case-by-case basis.

Forward shipping charges paid at the time of placing the order. These are paid to our courier and cannot be refunded by us under any circumstance.

Cancelling an order

Orders can be cancelled within 4 hours of placement, as long as the order has not yet been packed. After this window, we begin curating and packing your order, and cancellation may no longer be possible.

Once an order is packed or shipped, it cannot be cancelled. If a shipped order is refused at the doorstep, the forward shipping cost is non-refundable.

If a cancellation is approved before shipping, the order amount minus any payment-gateway charges will be refunded to your original payment method within 7–10 working days.

If your parcel is lost or looks tampered with

Tampering and theft in transit are extremely rare, but they do happen. If your package looks opened, resealed, or visibly damaged on arrival, please do the following before opening it:

Take a clear video of the parcel from all sides, including the seal and packaging tape.

Reach out to us at [trivasa.thf@gmail.com] or WhatsApp [+91 7488965556] before opening.

If your courier tracking shows the order as delivered but you have not received it, please get in touch within 24 hours of the delivery confirmation. Beyond this window, we are unable to file a complaint with the courier on your behalf.

We work with reputed courier partners and will do our best to help you trace and resolve the issue.

How long things take

Damage report acknowledgement: within 48 hours

Replacement dispatch: within 7 working days from approval, subject to stock

Store credit issued: within 5 working days from receiving the returned damaged piece (or from approval, if return is not required)

Store credit validity: 6 months from issue date, redeemable on any product on www.trivasa.in

Disputes

We genuinely want every Trivasa story to end well. If something goes wrong and we haven't managed to make it right, please write to us; we read every message and we'll do our best to resolve it amicably. In the rare case a dispute cannot be resolved between us, the jurisdiction for any such matter shall be Jamshedpur, Jharkhand, India.

How to reach us

We'd much rather you write to us before you worry. Pick whichever channel is easiest:

Email: [trivasa.thf@gmail.com]

WhatsApp: [+91 7488965556]

Instagram DM: @trivasa_theheritagefinds

We aim to respond to every message within 24–48 hours, Monday to Saturday.

Thank you for choosing Trivasa.

We will keep showing up for you, with care.

— Muskan, Nidhi & Aashish