Refund Policy

Refund, Return & Exchange Policy – Taxila Crafts

Last Updated: November 14, 2026

1. Introduction

At Taxila Crafts, customer satisfaction is our priority. We take care to select, prepare, and package our natural stone, marble, granite, wooden kitchenware, and home décor products.

This Refund, Return & Exchange Policy explains the conditions under which customers can request a return, replacement, exchange, or refund when shopping at www.taxilacrafts.pk.

By placing an order, you acknowledge and agree to this policy.

2. Return Eligibility

Customers may request a return within 7 days of delivery, subject to the following conditions:

  • The product must be unused and in its original condition.

  • The product must be returned in its original packaging.

  • All included accessories, parts, and free gifts must be returned.

  • The customer must provide the original order number or proof of purchase.

  • The return request must be approved by our customer support team before the product is sent back.

Products that do not meet these conditions may not qualify for a return unless they are defective, damaged, or incorrectly delivered.

3. Non-Returnable Products

The following products are generally not eligible for return or refund:

  • Custom-made or personalized products.

  • Products specially prepared according to customer requirements.

  • Products damaged due to customer misuse, negligence, or improper handling.

  • Products showing signs of use or alteration.

  • Products returned without their original components or accessories.

Natural stone, marble, granite, and onyx products may have slight differences in colour, patterns, texture, and appearance. These natural variations are not considered manufacturing defects.

4. Damaged or Defective Products

If you receive a damaged or defective product, please contact us within 7 days of delivery.

To process your complaint:

  • Contact us through WhatsApp or email.

  • Provide your order number and purchase details.

  • Share clear photographs or videos showing the damage.

  • Keep the original packaging until your complaint is resolved.

After reviewing your claim, we may offer a replacement, exchange, or refund, depending on the circumstances and product availability.

Approved claims involving damage during delivery or an incorrect product supplied by Taxila Crafts will be handled by our support team.

5. Wrong Product Received

If you receive an item different from the one you ordered:

  • Notify us within 7 days of delivery.

  • Provide photographs of the received product.

  • Share your order number and relevant details.

After verification, we will arrange an appropriate replacement or refund. Return arrangements for verified incorrect deliveries will be coordinated by Taxila Crafts.

6. Refund Eligibility

Refunds may be considered under the following circumstances:

  • An approved return request.

  • A verified damaged or defective product.

  • An incorrect product delivered to the customer.

  • An order cancelled before processing or dispatch, where applicable.

  • An order that cannot be fulfilled due to product unavailability.

All refund requests are subject to verification and approval.

7. Refund Process

To request a refund:

  1. Contact our customer support team.

  2. Provide your order number and purchase date.

  3. Explain the reason for your refund request.

  4. Submit photographs or other supporting evidence if required.

  5. Wait for our team to review your request.

  6. If approved, follow the return or refund instructions provided.

Please do not send any product back without contacting us first.

8. Refund Processing Time

Once a returned product has been received and inspected, we will notify you whether your refund has been approved or rejected.

  • Approved refunds are generally processed within 3–5 business days.

  • The time required for the amount to appear in your account may depend on your bank or payment provider.

  • For Cash on Delivery orders, our support team will coordinate an appropriate refund arrangement with the customer.

  • Bank transfers and digital payment refunds may require additional processing time.

9. Exchange Policy

Exchanges are available for verified cases involving:

  • Damaged products.

  • Defective products.

  • Incorrect items delivered.

Exchanges are subject to product availability and verification by our customer support team.

If the originally ordered product is unavailable, we may discuss an alternative replacement or refund with the customer.

10. Return Shipping Charges

Return shipping arrangements depend on the reason for the return.

  • For verified damaged, defective, or incorrectly delivered products, Taxila Crafts will coordinate the return arrangements.

  • For other approved returns, shipping arrangements and applicable charges will be communicated before the product is returned.

  • Original delivery charges are generally non-refundable unless the return is due to an error on our part.

11. Order Cancellation

Customers should contact us as soon as possible if they wish to cancel an order.

  • Cancellation requests may be accepted before order processing or dispatch.

  • Once an order has been packed or dispatched, cancellation may not be possible.

  • Custom-made or specially prepared orders may have different cancellation conditions.

  • If an order cannot be fulfilled by Taxila Crafts, the customer will be informed and an appropriate refund arrangement will be discussed.

12. Late or Missing Refunds

If you have not received an approved refund within the expected timeframe:

  1. Check your bank account or payment statement.

  2. Contact your bank or payment provider if applicable.

  3. Contact our customer support team with your order number and refund details.

We will assist in checking the refund status.

13. Refund Rejection

Taxila Crafts reserves the right to reject refund or return requests when:

  • The request is submitted after the eligible return period.

  • The product has been used or damaged through customer negligence.

  • The product is missing original components or accessories.

  • The item is custom-made or otherwise excluded from returns.

  • The customer cannot provide sufficient evidence for a damage or incorrect-delivery claim.

  • The request involves suspected fraudulent activity.

All decisions will be subject to applicable consumer protection laws.

14. Changes to This Policy

Taxila Crafts may update this Refund, Return & Exchange Policy when necessary. Any changes will be published on our website with an updated Last Updated date.

Customers are encouraged to review this policy before placing an order.

15. Contact Us

For refund requests, returns, exchanges, or delivery-related complaints, please contact us:

Business Name: Taxila Crafts (SMC-Private) Limited

WhatsApp / Phone: +92 334 2533433

Email: taxilacrafts@gmail.com

Address: Shop No. 1, Bhirdargahi Market, Near Jamia Masjid Ayesha Sadiqa, Taxila Cantt, Punjab, Pakistan.

Website: https://www.taxilacrafts.pk/

Please include the following information when contacting us:

  • Order number.

  • Purchase date.

  • Product name.

  • Reason for return or refund.

  • Photographs or videos, where applicable.

We appreciate your trust in Taxila Crafts and remain committed to providing quality products and reliable customer support.