Returns & Replacement Policy

1. What this policy covers

We will replace or refund a piece in the following cases:

• Transit damage. The piece arrived cracked, chipped, broken or otherwise damaged in shipping.
• Manufacturing defect. A flaw in the painting or the marble that was present before dispatch — flaking or lifting paint, an incomplete or misapplied design, a structural crack in the stone, or a failure in the sealing or finish.
• Wrong item. You received a piece other than the one you ordered, or in a size or specification other than the one confirmed.
• Non-delivery. The consignment is confirmed lost in transit by the carrier.

2. What is not a defect

Our pieces are handmade on natural stone. The following are inherent characteristics of the material and the craft, are present in every piece, and are not grounds for return:

• Natural variation in marble colour, veining, grain and translucency
• Minor variation in tone, brush texture or line weight between pieces of the same design
• Small differences from the photographs on our website, which are of an individual piece and cannot represent every piece exactly
• Slight variation in dimensions, within normal tolerance for hand-cut stone
• The visible texture and irregularity of hand-application, which is characteristic of the tradition

Where a piece is unique, the photographs on its product page are of that exact piece and are the reference for what you will receive.

3. What is not covered

• Change of mind, or a piece not suiting the space it was bought for
• Damage occurring after delivery, including during handling, mounting, installation or transport by you or a third party
• Damage from improper cleaning, abrasive or chemical cleaning products, or prolonged exposure to direct sunlight, moisture or heat
• Normal wear over time
• Pieces altered, reframed, refinished or repaired by anyone other than us
• Commissioned or custom-made pieces, except where they are damaged or defective as defined in Section 1

4. Time limits

Please inspect your piece on arrival. Claims raised outside these windows cannot be accepted, because we are unable to establish when the damage occurred.

5. Proof required

All claims must be supported by photographic or video evidence. We cannot process a claim without it.

Please provide:

1. Photographs of the outer packaging and crate, including any visible damage, taken before unpacking is complete.
2. Clear photographs of the damage or defect itself — at least one showing the whole piece, and one close-up of the affected area.
3. A photograph of the shipping label on the outer packaging.
4. Your order number.

Strongly recommended: an unboxing video. A single continuous video from the moment you begin opening the outer packaging through to the piece being fully unwrapped is the fastest way to settle a transit-damage claim. It removes any question of when the damage occurred, and claims supported by one are usually approved the same day.

Please also:

• Keep all packaging and crating material until your claim is resolved. Carriers frequently require inspection of the packaging, and we may be unable to recover the cost of a damaged consignment without it.
• Do not attempt to repair the piece yourself. This will end the claim.

6. How to raise a claim

1. Step 1. Sign in to your account orders, open the delivered order, and submit a return / replacement claim within the 2-day window — or email gicogifts1@gmail.com with the subject line Damage Claim – [your order number].
2. Step 2. Attach the evidence listed in Section 5 (photos are required in the account form).
3. Step 3. We will acknowledge your claim within 2 business days and confirm whether any further information is needed.
4. Step 4. We assess the claim and confirm the outcome within 5 business days of receiving complete evidence.
5. Step 5. If approved, we proceed to resolution under Section 7. We will tell you at that point whether the damaged piece needs to be returned, and if so we will arrange and pay for collection. Please do not ship anything back to us before we confirm it.

7. Resolution

Where a claim is approved, we will offer, at our discretion and in this order of preference:

• Replacement. Where the piece is a repeatable design, we will produce and ship a replacement at no cost to you. Because each piece is made by hand, please allow the standard production lead time.
• Replacement with an alternative piece. Where the original was unique and cannot be remade, we will offer a comparable piece of equivalent value for you to choose from.
• Full refund. Where neither of the above is suitable or acceptable to you, we will refund the full purchase price including the original shipping charge.

Refunds are issued to the original payment method within 7–10 business days of approval. Depending on your bank or card issuer, the funds may take additional time to appear. Any customs duties or import taxes you have paid are refundable only to the extent that your local customs authority permits reclaim; we will provide the documentation needed to support a reclaim.

You will never be charged return shipping on an approved claim.

8. Statutory rights

Nothing in this policy limits or removes any right you have under the law that applies to you.

Customers in the United Kingdom and the European Union have a statutory right to cancel a distance purchase within 14 days of delivery without giving a reason, and this right applies in addition to everything set out above. Note that this statutory right does not extend to goods made to your specification or clearly personalised, which includes commissioned pieces.

Customers in India retain all rights available under the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020.

9. Contact

• gicogifts1@gmail.com
• WhatsApp +919999999999
• Gico Gifts · Handcrafted in Udaipur, Rajasthan, India

We aim to respond to all claims within 2 business days.