Refund policy
Return, Refund & Damage Claim Policy
At Adaak, we take great care in curating, inspecting, and packaging every product before dispatch. Since many of our products are handcrafted, artisanal, and delicate in nature, we have established the following return, refund, and damage claim policy to ensure fairness and transparency for all customers.
By placing an order with Adaak, you agree to the terms mentioned below.
1. Return / Damage Reporting Window
Any issue regarding product damage, defect, missing parts, or incorrect product delivery must be reported within 7 (seven) calendar days from the date of delivery.
To raise a request, customers must email us at:
Requests raised after the 7-day reporting period will not be eligible for return, replacement, exchange, or refund.
2. Mandatory Proof for Damage Claims
To process any damage-related complaint, customers must provide all of the following:
- A complete 360° unpacking video starting from the sealed package before opening it
- Clear images/videos of the damaged product
- Clear image of the packaging box with the shipping label / delivery tag clearly visible
- Close-up images of the damaged/broken parts
Important:
Claims without an uninterrupted unpacking video or without the shipping label being clearly visible may be rejected at Adaak’s sole discretion.
3. Transit Damage Disclaimer
While we ensure careful packaging of every order, products may occasionally be affected during third-party logistics handling or transportation.
Adaak shall not be held directly liable for damage caused during transit by courier/logistics partners. However, upon receiving complete evidence as per our claim requirements, we may review the case and assist on a best-effort basis.
Approval of any damage claim remains subject to verification by our internal team.
4. Return of Damaged Product
If a complaint is found eligible for further review, the damaged product must be returned to Adaak for physical inspection and verification.
Return Shipping Process
- The customer shall initially be responsible for arranging the return shipment through a courier/logistics provider of their choice.
- If, due to genuine logistical constraints, the customer is unable to arrange the return shipment, Adaak may assist in coordinating the reverse shipment on a best-effort basis, subject to service availability in the customer's location.
Non-Serviceable / Limited Service Areas
- For certain PIN codes or remote locations where doorstep pickup or delivery services are unavailable through courier partners, the customer may be required to personally drop the package at the nearest courier collection center, branch office, or designated logistics partner location.
- Any local transportation, drop-off, packaging, or related incidental expenses incurred for such submission shall be borne by the customer.
Reverse Freight Contribution
- The customer is required to contribute ₹99 towards reverse shipping / freight charges.
- Any remaining reverse logistics charges, if applicable, shall be borne by Adaak.
The product must be packed securely and appropriately before dispatch. Any further damage caused due to improper repacking may impact claim eligibility.
Failure to return the product when requested may result in rejection of the claim.
5. Refund Approval & Processing
Once the returned product is received and inspected by our quality team:
- If the claim is found genuine and valid, a refund may be approved.
- The refund amount will be processed after deducting ₹99 reverse freight charges.
Refunds will be initiated to the original payment method or through another mutually agreed method.
Refund timelines may vary depending on payment providers and banking channels.
6. Non-Returnable / Limited Refund Categories
Certain products may not be eligible for refunds, returns, or exchanges due to their handcrafted or customized nature.
Fusion Craft Collection
Products under our Fusion Craft category are specially curated.
Therefore:
- Refunds, returns, or exchanges for Fusion Craft products are generally not provided
- Exceptions, if any, will be reviewed solely at Adaak’s discretion in rare and genuine cases
Adaak reserves the final decision on such cases.
7. Claims That May Be Rejected
Refund/return requests may be declined in cases including but not limited to:
- Complaint raised after the allowed reporting window
- Missing unpacking video
- Missing delivery/shipping label evidence
- Product appears used, altered, repaired, or damaged after delivery
- Incomplete evidence provided
- Product not returned when requested for inspection
Contact Us
For support regarding your order, please contact:
Adaak Customer Support: 📧 customersupport@adaak.in
