Return Policy

At Prime Gesture, every idol is crafted with care and checked before it is packed, so most orders arrive exactly as expected. If something is not right, though, we are here to help. This policy explains what can be returned, the time you have to raise a request, and how the return process works from start to finish.

Please note that because our pieces are handcrafted and inspected before dispatch, we do not accept returns for products delivered in perfect, undamaged condition. Returns apply to items that arrive damaged, defective, or incorrect.

You Have 48 Hours to Raise a Return

If your item arrives damaged, defective, or incorrect, please raise a return request within 48 hours of delivery. Contacting us early, with photographs, is the fastest way to a resolution, so we recommend checking your order as soon as it arrives.

A quick tip: if a package looks tampered with or visibly damaged at the time of delivery, please do not accept it. Refusing a clearly damaged parcel makes the claim much simpler for everyone.

What Is Eligible for a Return?

A product is eligible for return only in the following cases:

  • Wrong item: an incorrect product was dispatched, differing from what you confirmed at order placement.
  • Manufacturing defect: the product has a genuine defect or quality issue.
  • Damaged in transit: the product arrives visibly damaged.

Small, natural variations in the finish, colour, weight, or detailing of a handcrafted brass piece are part of its character and are not considered defects.

How the Return Process Works

To keep things quick and clear, please follow these steps:

  1. Raise a return request within 48 hours. Contact our Customer Care team by phone or email, or log into your account and submit a request under ‘My Orders.’
  2. Share photographs. Email clear photos showing the damage, defect, or wrong item, along with your order details. Including images in your first message helps us resolve it faster.
  3. We review your request. Our Quality Assurance team assesses the details and responds with your return status within 2 to 3 working days.
  4. We arrange a reverse pickup. Once approved, we schedule a pickup, which usually takes 2 to 3 working days, with delivery to our warehouse within 7 to 10 days.
  5. Your refund or store credit is processed. After the item is received and inspected at our warehouse, your refund or store credit is processed within 7 working days.

Return Conditions to Remember

To keep your return valid, please make sure of the following:

  • The product is unused and in its original condition.
  • It is returned in its original packaging, with tags, barcodes, accessories, manuals, warranty cards, invoice, and shipping label included.
  • Refunds or store credits are issued only after a quality check at our warehouse.

Please note that products purchased online cannot be returned or exchanged at a physical store. Prime Gesture reserves the right to determine the appropriate resolution for each case, based on the product's condition and the validity of the claim.

How Will I Be Refunded?

Once your returned item passes inspection, you can receive your money back as a refund to your original payment method or as Store Credit, which is the fastest option. The full breakdown of refund modes and timelines is set out in our Refund Policy.

Want to Cancel Instead of Return?

If your order has not yet been dispatched, it may be quicker to cancel it rather than wait for delivery and return it. The steps and timing for cancelling are explained in our Cancellation Policy.

A Note on Our Terms

All policies are subject to change without prior notice and are intended to complement your statutory rights under Indian law. In the case of any discrepancy, our Terms & Conditions shall prevail.

Need Help With a Return?

If you have any questions about a return or need help raising one, our team is happy to assist. Reach us through our Contact page, by email at sales@primegesture.com, or by phone at +91-8014220000 (Monday to Saturday, 10 AM – 7 PM). Please keep your order number and photographs ready so we can help you faster.