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INDUWARA CANE HOUSE

Traditional Craft • Natural Living

Iduwara Luxury Craft • Authentic Sri Lankan Artisanship
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INDUWARA CANE HOUSE I C H Craft

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Return & Refund Policy

At ICH Craft (Induwara Cane House), every product is carefully handcrafted with attention to quality and detail. As our products are handmade and some are customised or made to order, our Return & Refund Policy is designed to be fair to both our customers and our craftsmen.

1

Returns

We accept returns only in the following circumstances:

  • The product is damaged during delivery.
  • The product received is significantly different from the confirmed order.

Please note:

  • Return requests must be made within 7 days of receiving the order.
  • Customers must provide clear photos or videos showing the damage or issue.
  • The original invoice, order confirmation, or other valid proof of purchase may be required.
  • Products must be returned in their original condition and properly packaged to prevent further damage.
  • Products damaged due to customer misuse, improper handling, or normal wear and tear may not be eligible for a return or repair.
  • Change of mind, personal preference, colour preference, or incorrect size selection by the customer will not be accepted as a reason for return.
2

Damaged Products

If a product is confirmed to have been damaged during delivery:

  • We will assess the damage based on the evidence provided.
  • Where possible, ICH Craft will repair the item free of charge.
  • If the item cannot reasonably be repaired, a replacement may be offered where applicable.
  • A monetary refund will generally not be provided for a damaged product where repair or replacement is available.
3

Refunds

Refunds are available only under the following conditions:

  • The order is for a ready-made / in-stock product.
  • The product has not yet been dispatched.
  • The refund request is made within 2 days of placing the order.

Once an order has been dispatched, it is not eligible for cancellation or refund, except where required by applicable law.

4

Custom & Made-to-Order Products

Because customised and built-to-order products are made specifically according to the customer's requirements:

  • Customised, personalised, and made-to-order products are non-refundable and cannot be returned due to change of mind.
  • Production may begin shortly after the order is confirmed.
  • Customers are responsible for confirming details such as size, colour, design, quantity, and other custom requirements before production begins.

As our products are handmade, minor variations in colour, texture, shape, weaving pattern, and finish may naturally occur from one item to another.

These variations are a normal characteristic of handmade cane and natural-material products and are not considered defects.

Delivery Options & Timelines

Delivery Options

  • Standard Delivery: Island-wide. Shipping cost calculated at checkout.
  • Self Pickup: Collect from our workshop in Radawadunna, or arrange via PickMe Flash at your own cost.

Delivery Timelines

  • In-stock items: 3–5 business days after payment confirmation.
  • Built-to-order items: 5–7 business days after production is complete.
6

Return Shipping

  • If a return is required because of a confirmed delivery-related issue or an error on our part, ICH Craft may cover the reasonable return shipping cost.
  • For other approved returns, the customer may be responsible for the applicable return shipping cost.
7

Inspection & Approval

All returned products will be inspected by our team before a repair, replacement, or other resolution is confirmed. ICH Craft reserves the right to decline a request where the conditions of this policy are not met.

8

How to Request a Return or Refund

To request a return, repair, replacement, or eligible refund, please contact us with:

Your order number
Customer name & contact details
Date of purchase
Clear photos or videos of the issue

Our team will review your request and inform you of the next steps promptly.

Need Assistance with Returns?

For return and refund enquiries, please contact ICH Craft (Induwara Cane House) through our dedicated customer service team.

Contact Customer Support Submit Repair Request

Why Choose Iduwara Cane House?

Authentic Handmade

Traditional Craft

Eco Friendly

Natural Materials

Premium Quality

Durable & Long Lasting

Support Artisans

Empowering Local Craft

Islandwide Delivery

Safe & Fast Delivery

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