Shipping policy

TARAYA (operated by A96 Ventures Private Limited)
Version 1.0 · Effective 14 September 2026

This Policy governs all orders placed on taraya.in (the ‘Website’). By placing an order, you agree to this Policy, our Terms of Service and our Privacy Policy. Nothing in this Policy limits any right you hold under the Consumer Protection Act 2019 and the rules made under it.

1. Nature of Our Products

1.1 Every TARAYA piece is a handcrafted, one-of-a-kind article in 925 sterling silver, BIS hallmarked where applicable. Only one unit of each piece exists.

1.2 The weight and price displayed on each product page are those of the specific piece offered. Minor variations in finish, texture and detailing are inherent to handcrafting and are not defects.

1.3 Prices of silver articles are linked to the prevailing silver rate at the time of listing. The price you pay at checkout is final for your order and is unaffected by subsequent movements in the silver rate.

1.4 Sterling silver naturally tarnishes and develops patina over time on exposure to air, moisture, cosmetics and sulphur compounds. Tarnishing, oxidation and patina are inherent properties of the metal, are reversible with appropriate care and are not defects. Care instructions accompany each piece.

1.5 Product photographs are taken under controlled studio lighting. Minor variation between on-screen colour and the physical piece owing to display settings and lighting is not a defect.

2. Order Confirmation and Dispatch

2.1 An order is confirmed once payment is successfully received. We do not offer cash on delivery.

2.2 Because each piece is unique ready stock, confirmed orders enter processing immediately and are dispatched within one (1) working day of payment confirmation. Working days exclude Sundays and public holidays in West Bengal.

2.3 If we are unable to dispatch within this window for any reason, we will notify you and you may elect a full refund.

2.4 If a piece is listed at a manifestly incorrect price or weight owing to a technical, typographical or silver-rate feed error, we may cancel the affected order before dispatch and refund the full amount paid.

2.5 We may cancel, before dispatch, any order reasonably flagged by us or our payment processors for suspected fraud or unauthorised payment, with a full refund of amounts received.

3. Cancellation

3.1 Orders enter processing immediately upon confirmation. Cancellation requests cannot be accommodated once an order is confirmed, as fulfilment begins at once and dispatch occurs within one working day.

3.2 If a payment is captured but the order fails to generate, or a duplicate payment occurs, the excess amount will be refunded in full to the original payment method.

4. Shipping

4.1 All shipments are made through BVC Logistics, our specialist secured courier for precious articles, and are fully insured in transit at no cost to you.

4.2 Shipping charges:

4.2.1 Silver articles (idols, vahanas and all silver articles other than photo frames): shipping is free where the silver-article subtotal in your cart exceeds ₹50,000. Where that subtotal is ₹50,000 or below, a flat shipping fee of ₹1,000 applies per order. This fee is a subsidised contribution towards the actual cost of secured, insured precious-cargo logistics, which exceeds it.

4.2.2 Photo frames: shipping is free regardless of cart value.

4.2.3 Mixed carts: the ₹50,000 threshold is assessed on the silver-article subtotal alone; photo frames do not count towards it. Frames always ship free, and the ₹1,000 fee applies where the silver-article subtotal is ₹50,000 or below.

4.3 We currently ship within India only. We do not ship to international addresses, freight forwarders or parcel lockers.

4.4 The delivery address cannot be changed after order confirmation. We may, entirely at our discretion and subject to the courier’s ability, attempt to accommodate a correction requested before dispatch.

4.5 Estimated transit time is provided at dispatch and is indicative. We are not liable for delays caused by the courier, weather, regulatory action or events beyond our reasonable control, though the insurance cover on your shipment remains unaffected.

4.6 Deliveries may require the recipient’s signature or OTP confirmation and, for high-value shipments, identity verification at the courier’s discretion. Delivery to the address stated on the order, confirmed by the courier’s proof of delivery, constitutes delivery to you, whether or not you personally receive the shipment.

5. Failed Delivery and Return to Origin

5.1 The courier will attempt delivery in accordance with its standard practice. If delivery fails after all attempts because the recipient is unavailable, the address is incorrect or incomplete, or delivery is refused, the shipment will return to us.

5.2 In such cases you may choose either:

5.2.1 Reshipment, subject to payment of the actual two-way courier and insurance costs incurred; or

5.2.2 Refund of the order value less the actual two-way courier and insurance costs incurred by us.

5.3 Any shipping fee paid on the order is not refunded in a return-to-origin refund.

6. Returns

6.1 All sales are final. As each piece is unique and precious, we do not accept returns or exchanges for change of mind, ordering error, expectation of appearance, tarnish or patina, or the handcrafting and display variations described in Section 1.

6.2 As required by law, this does not apply to statutory claims. We will accept a claim where the piece delivered is:

6.2.1 Defective (a genuine manufacturing defect, not handcrafting variation);

6.2.2 Damaged in transit; or

6.2.3 Not the piece you ordered (wrong item delivered).

7. Making a Claim

7.1 Claims under Section 6.2 must be raised within 24 hours of delivery by email to care@taraya.in with your order number, a description of the issue and supporting photographs.

7.2 Unboxing video: given the value of these articles, you are required to record a single continuous, uncut video from before the outer seal is broken through to full unboxing of the piece. This video is our primary evidence for transit damage and wrong-item claims and for lodging the transit insurance claim, and must accompany your claim.

7.3 If a claim is raised after 24 hours or without an unboxing video, we may still assess it in good faith, but our ability to verify the claim and recover under transit insurance may be materially limited, and this may affect the outcome.

7.4 You agree to cooperate with any verification or investigation by us, the courier or the transit insurer, including providing statements, documentation and access to the piece and packaging for inspection. A claim may be declined where such cooperation is withheld.

7.5 Do not use, alter, resize, engrave, polish or attempt repair of a piece that is the subject of a claim. Retain all original packaging, certificates and hallmark documentation. Any alteration voids the claim.

7.6 We may require the piece to be returned to us for inspection. Where a claim is validly raised under this Policy, we will arrange and bear the cost of insured return pickup through our courier. Do not self-ship a claimed piece; we are not responsible for pieces sent by unapproved carriers.

8. Remedies

8.1 Where a claim is verified, remedies are provided in the following order:

8.1.1 Repair of the piece, where the issue can be fully rectified;

8.1.2 Replacement, where repair is not possible. As each piece is unique, an identical replacement will usually not exist; we will offer a piece of equivalent value or proceed to refund;

8.1.3 Refund, where neither repair nor replacement is possible or acceptable.

8.2 Verification, repair or replacement timelines will be communicated when your claim is accepted.

8.3 The remedy provided under this Section is in full and final settlement of the claim to which it relates.

9. Refunds

9.1 Approved refunds are made only to the original payment method within 7 to 10 business days of approval. Actual credit to your account depends on your bank or payment provider.

9.2 Refunds are made at the price you paid, regardless of the silver rate prevailing at the time of refund.

9.3 Where a refund is issued on an upheld claim under Section 6.2, any shipping fee paid on that order is refunded with it. Shipping fees are not otherwise refundable.

9.4 We do not offer refunds by cash, cheque or transfer to third-party accounts.

10. Buyback Programme

10.1 TARAYA offers a buyback on its silver idols and vahanas, available to the original purchaser and, after their death, their verified legal heirs. Photo frames and paintings are excluded from buyback.

10.2 Buyback is valued at the fine silver content of the piece, being its net silver weight multiplied by its fineness (92.5% for 925 sterling silver), at the prevailing market rate of silver on the date of buyback. Making charges are not recovered and no deduction is made beyond fineness.

10.3 Buyback is subject to the piece being presented with its original invoice and to verification of the article. Full terms, including eligibility, succession, valuation and process, are set out in our Buyback Policy.

11. Chargebacks

11.1 If you believe a charge is incorrect or a piece is deficient, contact us at care@taraya.in or the Grievance Officer before initiating a chargeback, so the matter can be resolved under this Policy.

11.2 We contest chargebacks raised without first seeking resolution, using our records including proof of delivery, the courier’s and insurer’s findings and any unboxing evidence. We may decline future orders from customers who raise chargebacks in respect of orders duly delivered and not the subject of a valid claim under Section 6.2.

12. Grievance Redressal

12.1 In accordance with the Consumer Protection (E-Commerce) Rules 2020, our Grievance Officer is:

Name: Aman Jhawar
Email: grievance@taraya.in
Address: 44/19, Durgapur Lane, Kolkata 700 027, West Bengal, India

12.2 Grievances are acknowledged within 48 hours and resolved within one month of receipt.

12.3 For order support, contact care@taraya.in.

13. General

13.1 We may amend this Policy prospectively; the version in force at the time of your order applies to that order.

13.2 We are not liable for failure or delay in performance caused by events beyond our reasonable control, including natural events, strikes, regulatory action, courier disruption or failures of payment or network infrastructure.

13.3 To the extent permitted by law, our aggregate liability in connection with any order is limited to the amount paid for that order. Nothing in this Policy limits liability that cannot be limited under applicable law.

13.4 This Policy is governed by the laws of India. Subject to applicable consumer protection law, courts and consumer forums at Kolkata have jurisdiction.