Refund policy

Handcrafted Excellence at Okhli

At Okhli, we take pride in our unique, handcrafted products made by traditional rural artisans who have passed down their skills through generations. Each item is a one-of-a-kind masterpiece, imbued with the character and charm of human touch.

Characteristics of Handmade Products

Imperfections: Our products may exhibit slight imperfections, variations in shape, or a rustic finish, which are hallmarks of their handmade nature, not defects. Since the products are handcrafted, some products may exhibit natural edges or slight irregularities.

Minor Imperfections: Some items may display black or green spots or sharp edges, which can be easily removed with a simple wash and scrub with Scotch Brite.

Patina: Our bronze and copper items may develop a patina over time, which can be reversed with gentle cleaning using metal cleaning agents or natural methods like lime and salt, vinegar, or tamarind.

Before You Purchase

We kindly request you to thoroughly review the product details to ensure you're getting exactly what you're looking for. At Okhli, we stand behind the quality of our products and are committed to providing you with unique, handcrafted items that will bring joy and character to your life. 

Refund/Replacement Policy

To ensure a smooth process for all our customers, please review our policy below.

General Policy

Non-Returnable Items:

Returns are not accepted for orders where the product does not match your satisfaction but is perfect in terms of quality, sizes and other details mentioned on our website. Returns are not accepted on products that do not comply with our "How To Use Guides*" for Brass, Bronze and Copper products and are not eligible for a refund. 

*"How To Use Guides" are featured on every product page.

Timeframe:

You may return or exchange any part of your purchase within 10 days.

Return and Exchange Eligibility

Conditions:  Returns and exchanges are accepted only if the product arrives damaged or damaged after first use. Exceptions for all cookware products where care instructions need to be followed before first use.

Original Order Number: An original order number is required for any return or exchange.

Return Process: Return shipping is the customers responsibility. Items must be shipped back securely to our facility. Products not returned as requested will not be eligible for a refund or exchange.

Return Conditions

Unused and Original Packaging: Returned items must be delivered to us unused, in their original packaging, and in the condition, they were received. Non-compliance may result in ineligibility for a refund or a restocking fee. Retain and use the original packaging for returns.

Shipping Responsibility: Return shipping is the customers responsibility. We are not responsible for items damaged or lost in return shipment; we recommend using an insured and trackable mail service.

Inspection: All returned goods will be inspected. Items returned in an unsuitable condition will be sent back without processing any refunds or compensation.

Refunds

Damaged Items: In case of damage during transit, we will refund the amount within 7-10 business days after receiving the damaged product.

Payment Method: Refunds will be credited to the original form of payment used for the transaction.

Processing Time: Credit card refunds may take up to 10 business days to complete, depending on your bank's processing times

Shipping Fees: We do not offer refunds for shipping fees, so you will only be refunded the cost of the item(s) you return if your order did not qualify for free shipping. Please note all returns must be shipped in a box, so we recommend holding onto your original packaging. International shipping fees apply to shipments outside of Australia.

Sales and Gift Cards: Items purchased during sales, last chance offers, or gift cards are not eligible for refunds, but we can offer a store credit or exchange.

Exchanges

Conditions: An exchange can be issued for the same product in a different size or another product of your choosing.

Price Differences: If the exchange is for a lower-priced item, we will issue a store credit on the remaining amount. If it is for a higher-priced item, we will organise an exchange order with the difference to process payment.

Processing Time: Exchanges will be initiated after we receive the product, and it has passed the necessary quality checks. Please allow 1-2 weeks for your exchange to be processed.

Store Credit

Store Credit: A store credit will be issued in the form of a gift card (no expiry). If you choose a store credit, we will add an additional 10% to the store credit amount as a gift. This will be emailed to you with a code to apply at checkout on any future purchases.

Contact Us

Support: If you have any questions, please reach out to us at customercare@okhli.com.au

How to Initiate a Return or Refund

Contact: Email us at customercare@okhli.com.au including the below:

  - A picture of the damaged product

  - Your order number in the subject line

  - Your preference for a refund, exchange, or store credit

  - The reason for return (e.g., cracked handle)

By following these guidelines, we ensure a smooth and fair process for all our customers. Thank you for choosing Okhli Australia.