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Return & Refund Policy

Return & Refund Policy

Effective Date: 1st Jan 2026

Thank you for shopping with Murtiya (“we”, “us”, “our”), operated by Infi Technology, and branded as Murtiya and Paridhan Street. This Return & Refund Policy explains your rights and our practices regarding returns, refunds, cancellations, and compensation for purchased products.

All returns and refunds are handled in compliance with applicable e-commerce regulations.

1. Scope of Policy

This policy applies to:

  • Marble idols (ready-made or custom)

  • Brass idols and metal sculptures

  • Accessories and jewelry

  • Clothing and fabric items

  • Any product purchased from murtiya.com

Due to the nature of handcrafted items, certain restrictions apply.

2. Return Eligibility

Returns “as-is” (Change of Mind)

Because most Murtiya products are:

  • Handmade

  • Custom-designed

  • Personalized

We do not accept returns simply for change of mind once the order has been confirmed and production has started.

3. Cancellation & Refund Terms

3.1 Order Cancellation

You may request an order cancellation before production begins.

  • If cancellation request is made before any work has started, you will receive a full refund (less applicable payment gateway fees).

  • If production has started, the refund will be calculated based on the work completed.

3.2 Example

If an order is canceled after production has begun:

  • Order placed on Day 1

  • Cancellation requested on Day 10

  • Production progress = 20% complete

  • Refund issued = Total Paid − Cost of 20% completed work

The cost of completed work will be determined based on labor and material consumed.

4. Product Defects or Damage in Transit

4.1 Reporting a Problem

If your item arrives in a damaged or defective condition, please notify us within:

48 hours of delivery

Required evidence:

  • Clear photographs of damaged product

  • Photos of packaging

  • Unboxing video (if available)

Send this evidence to:

support@murtiya.com
Include your Order ID in the subject line.

4.2 Damage Verification

Once we receive the evidence:

  • We will file a claim with the third-party shipping provider

  • The courier may require inspection before approval

  • Refund / replacement is processed only after the shipping partner settles the claim

4.3 Limited Responsibility

Murtiya is not responsible for:

  • Damage claims not supported by sufficient proof

  • Damage occurring after delivery (post-unbox)

  • Loss due to courier negligence until claim is processed

5. Lost Shipments

If the courier confirms that your package is lost in transit:

  • We will initiate a claim with the logistics partner

  • Refund / replacement will be processed only after confirmation from the courier

Murtiya is not liable for lost shipments until the courier formally confirms loss.

6. Refund Processing

Refunds will be processed as follows:

  • Refund amount = Amount paid − applicable deductions

  • Deductions may include:

    • Payment gateway fees

    • Cost of completed work (if applicable)

    • Shipping costs (non-refundable once shipped)

Refund timelines:

7–21 business days after claim approval

Refunds may be refunded via:

  • Original payment method

  • Wallet/Store credit (if mutually agreed)

7. Replacements

If a replacement is approved:

  • We will remake and ship the item

  • Additional shipping charges may apply (customer’s responsibility)
    (unless defect is proven to be Murtiya’s responsibility)

8. Non-Returnable Items

The following items are not eligible for return:

  • Personalized/custom orders after production begins

  • Products altered or damaged after receipt

  • Products without proof of damage

9. Abuse & Fraud Prevention

Murtiya reserves the right to refuse:

  • Refund or replacement for fraudulent claims

  • Any attempt to misuse return policies

  • Requests without valid proof or outside time limits

Legal action may be taken in cases of misuse.

10. Exceptions to the Policy

Murtiya may consider exceptions:

  • In rare cases of manufacturing defects

  • Based on supporting evidence and internal review

These will be evaluated on a case-by-case basis.

11. Contact Us

For any questions about this policy:

support@murtiya.com
Phone/WhatsApp: +91 9429320217
Please include your Order ID for faster assistance.

Important Notes

  • This policy is part of our Terms & Conditions and applies individually to every purchase.

  • Use of the website constitutes acceptance of this policy.

  • We recommend reading our Terms & Conditions, Privacy Policy, and Delivery Policy together for full clarity.