Returns, refunds & cancellations

1. Who this applies to

Lasaki Step Up Pvt Ltd supplies to businesses only. This policy applies to wholesale orders placed through lasakiceramics.com by approved account holders. It forms part of our terms & conditions and works alongside our shipping policy, which covers damage that happens in transit rather than in manufacture.

2. Cancelling an order

An order placed on the website is an order request until we confirm it in writing. You may cancel a request at any time before confirmation at no cost, from your account or by contacting us.

After confirmation:

• Before production or picking begins — cancel free of charge.
• Once production has begun — cancellation is at our discretion, and costs already incurred are payable.
• Custom or made-to-specification goods — cannot be cancelled once production has begun. These are made only for you and cannot be resold.
• After dispatch — the order cannot be cancelled; section 5 applies instead.

We may also cancel a confirmed order — for example if stock is unavailable, a firing fails, or pricing was published in error. If we do, any amount you have paid for the cancelled portion is refunded in full.

3. Defect or variation?

Our goods are handmade and kiln-fired. No two pieces are identical, and that is a property of the product rather than a fault in it. It matters that this is clear before you order.

Not a defect — normal characteristics

• Shade and tone variation between pieces, between batches, and between a piece and its photograph on this website
• Glaze pooling, crazing, pinholing, minor speckling and variation in gloss
• Dimensional variation of up to approximately 3%, and minor variation in wall thickness or weight
• Slight irregularity in form, rim or base — the marks of hand throwing and hand finishing
• Visible tool, brush or trimming marks on hand-decorated goods
• Unglazed bases, and small stilt or setter marks from kiln furniture

If exact colour or dimensional consistency is critical to your application, ask for samples from the current batch before ordering and place a single consolidated order. We cannot guarantee a match across separate orders fired at different times.

A defect — our responsibility

• Cracks, chips or structural damage present before dispatch
• Pieces that will not stand level, or planters whose drainage holes are missing where specified
• Glaze that flakes, lifts or is substantially unfired
• Goods materially different from the sample or specification you approved
• Wrong item, wrong size or wrong finish supplied

4. Reporting a problem

Time limits differ by problem type, so please check which one applies:

• Damage in transit — note it on the delivery receipt at the time of receipt and report within 48 hours. See the shipping policy; this limit is strict, because a claim cannot be pursued with a transporter without it.
• Shortage, wrong item or discrepancy — report within 7 days of delivery.
• Manufacturing defect — report within 15 days of delivery.

To report any of these, send us:

1. Your order number
2. The affected item code and the quantity affected
3. Clear photographs of the pieces, and of the packing if the goods arrived damaged
4. A short description of the problem

Please keep the goods and their original packing until the claim is settled. We may ask you to return a sample piece, or to send further photographs. Do not return anything before we have agreed it in writing — unauthorised returns are refused on arrival.

5. Returning catalogue goods

Where there is no defect, catalogue goods may be returned only with our prior written agreement, and only if they are:

• Unused, unsold and in their original packing
• Returned within 15 days of that agreement
• Currently in our catalogue, not a discontinued line

A restocking charge of up to 20% may apply, and return freight is at your cost. Risk in returned goods remains with you until they reach our factory, so please pack them as carefully as they arrived.

The following are never returnable in the absence of a defect:

• Custom shapes, custom glazes, custom sizes and colour matches made to your specification
• Printed, branded or private-label goods and packaging
• Clearance, discontinued and sale goods, sold as seen
• Goods that have been used, installed, fixed or displayed

Tiles deserve particular care: once laid, they cannot be returned. Please check shade, calibration and quantity across the whole consignment before installation begins, and order sufficient overage in one go.

6. What you receive when a claim is accepted

Where a defect or supply error is verified, we will, at our option:

• Replace the affected pieces on the next suitable dispatch — usually the fastest resolution, and the one we prefer;
• Credit your account against a future order; or
• Refund the invoice value of the affected pieces.

Our liability is limited to the invoice value of the goods concerned. We do not cover onward costs — installation or removal labour, site delays, lost sales or consequential loss.

7. Refunds

Approved refunds are issued to the original payment method, or by bank transfer to your registered account where the original method cannot be credited. We do not refund in cash.

• Refunds are approved within 7 working days of the claim being verified — which may require the goods, or a sample, reaching us.
• Once approved, the amount is released within 7 to 10 working days. How quickly it then appears on your statement is up to your bank.
• Freight, insurance and bank charges already incurred are not refundable unless the fault was ours.
• Where an account has overdue amounts, a refund may be applied against them.

8. If we cannot agree

Talk to us first — most disputes in this trade come down to whether something is variation or a defect, and photographs usually settle it. If a claim is declined and you disagree, we will set out our reasons in writing and, where useful, arrange for the pieces to be inspected. Unresolved disputes are governed by the law of India and subject to the jurisdiction named in our terms & conditions.

Contact

To report a problem or request a return authorisation:
Lasaki Step Up Pvt Ltd
Naya Ganj, Behind Sarvaran Police Chowki, Khurja, Uttar Pradesh 203131
Phone: +91 88102 41473
Email: rajmittal27@gmail.com

Please quote your order number in the subject line — it lets us pull the batch and firing records for your goods straight away.

This policy describes our current practice and forms part of our terms & conditions. It is provided for information and is not legal advice.