Returns, Exchanges & Cancellation Policy

Folk Objects / NielRay Ventures Private Limited

Last updated: 27/05/2026

1. Introduction

1.1. This Returns, Exchanges & Cancellation Policy (“Policy”) governs returns, exchanges, cancellations, replacements, and refunds for products purchased from Folk Objects through our website, checkout flow, enquiry process, trade orders, project orders, hospitality orders, institutional orders, or any other official Folk Objects sales channel.

This Policy applies to both:

• direct-to-consumer (“D2C”) purchases; and

• trade, hospitality, interior, institutional, project, bulk, and business-to-business (“B2B”) orders.

1.2. This Policy should be read together with our  Terms of Use, Privacy Policy, Cookie Policy, and Shipping & delivery Policy, and any order-specific, quotation-specific, invoice-specific, or project-specific commercial terms communicated by Folk Objects.

1.3.  In the event of any conflict between this Policy and separately agreed written commercial terms for a trade, project, hospitality, institutional, or B2B order, the specific written terms shall prevail.

1.4. This Policy applies to Folk Objects-branded products, including furniture, lighting, rugs, textiles, decor, tabletop, lifestyle objects, and related products.

2. Product Categories

2.1. Ready-to-Ship Products

Products available in stock and ready for dispatch, subject to payment confirmation, quality checks, packing, and serviceability.

2.2. Made-to-Order / Custom Products

Products that are produced, customised, sourced, assembled, finished, procured, or modified specifically after order confirmation, including products customised by size, finish, material, fabric, colour, dimensions, specification, or project requirement.

3. Cancellation Policy

3.1. Ready-to-Ship Products

Orders for Ready-to-Ship Products may be cancelled only prior to dispatch confirmation.

Once a product has been packed, dispatched, shipped, handed over to a logistics partner, or marked out for delivery, cancellation requests may not be accepted.

Approved cancellations may be subject to deduction of:

• payment gateway charges;

• banking charges;

• shipping charges;

• reverse logistics charges;

• packaging or handling charges; and/or

• other operational costs incurred by Folk Objects.

3.2. Made-to-Order / Custom Products

Made-to-Order, customised, personalised, specially sourced, procured, project-based, hospitality, institutional, or B2B products are strictly non-cancellable once production, sourcing, procurement, finishing, fabrication, or customisation has commenced.

Advance payments for such products are generally non-refundable.

4. Returns

Returns are accepted only for products that:

• arrive damaged in transit;

• arrive defective;

• or materially differ from the confirmed order.

Return requests must be raised within:

• 48 hours of delivery for visible transit damage, missing items, or incorrect products; or

• 30 days of delivery for verified manufacturing defects.

To be eligible for return approval, products must:

• remain unused, uninstalled, and unaltered;

• be returned in original condition;

• include original packaging, labels, tags, accessories, manuals, and protective materials; and

• be accompanied by proof of purchase and supporting photographs/videos.

Customers must email hello@folkobjects.com with:

• order or invoice number;

• photographs/videos of the issue;

• photographs of the outer packaging;

• and a brief description of the concern.

All returns are subject to inspection and approval by Folk Objects.

5. Exchanges

Exchanges are only offered where approved by Folk Objects after inspection.

Where applicable, Folk Objects may offer:

• replacement of the same product;

• repair;

• store credit;

• or exchange subject to product availability.

Exchanges are not offered for:

• change of mind;

• incorrect selection by the customer;

• dissatisfaction with colour, texture, grain, weave, finish, or material variation;

• sizing preference;

• products already installed, assembled, altered, or used; or

• products returned without original packaging.

Additional reverse logistics, handling, shipping, storage, duties, taxes, or re-delivery charges may apply.

6. B2B, Trade & Project Orders

For trade, hospitality, institutional, project, interior-design, procurement, export, reseller, or other B2B orders:

• returns, exchanges, cancellations, and refunds are generally not permitted unless expressly agreed in writing;

• partial deliveries do not entitle cancellation of the balance order;

• specially procured, customised, project-priced, or bulk-order products are strictly non-returnable and non-refundable;

• and project orders may be governed by separate quotations, invoices, commercial terms, specifications, or written agreements.

Customers are responsible for reviewing all specifications, finishes, quantities, dimensions, lead times, approvals, and commercial terms before confirming production.

7. Non-Returnable Products

Unless required under applicable law, the following products are not eligible for return, exchange, cancellation, or refund:

• Made-to-Order or Custom Products;

• personalised or specially commissioned products;

• project or B2B orders;

• clearance or final-sale products;

• installed or assembled products;

• products showing signs of use, wear, damage, washing, alteration, or misuse;

• products damaged after delivery due to improper handling, storage, installation, moisture, sunlight exposure, or third-party handling;

• and products returned without original packaging.

8. Natural Variations & Handcrafted Products

Many Folk Objects products are handcrafted, hand-finished, woven, carved, cast, stitched, or made using natural materials.

Variations in:

• grain;

• weave;

• texture;

• finish;

• patina;

• stone variation;

• colour variation;

• artisanal detailing;

• distressing;

• pattern placement; or

• other natural or handcrafted characteristics

are inherent to the nature of the product and shall not be considered defects.

9. Refunds

Approved refunds will generally be processed to the original payment method within a reasonable timeframe, subject to:

• banking timelines;

• payment gateway processing;

• international transaction processing;

• inspection clearance; and

• applicable deductions.

Refunds may be subject to deduction of:

• shipping charges;

• reverse logistics charges;

• duties and taxes;

• payment processing charges;

• packaging costs;

• storage costs;

• handling charges; and/or

• damage caused after delivery.

Folk Objects may offer store credit in place of monetary refunds where appropriate.

18. Contact Us

NielRay Ventures Private Limited

C/O WeWork India Private Limited, Vaswani Chambers, Dr. AB RD, Worli Colony, Mumbai, Maharashtra, India, 400030

Email: hello@folkobjects.com