• All our products are 100% handcrafted and most of them are created as and when orders are received.
  • We request our esteemed customers to understand and go thru the specifications & dimensions of the products before ordering them or speak to us in case of any doubts / concerns.
  • Because we are customers ourselves and we realise it can be frustrating when the purchase is not quite right, we offer a complete “no fuss” guarantee to all our customers.
  • If your goods are damaged or if you receive an incorrect product, or if you’re simply not satisfied with what you’ve received, we would be happy to Exchange the goods for an alternative of your choice to equal value.

In order to get a Damaged / Defective/ Wrong Unused item replaced :

  1. Contact Customer Care via the Contact Us Page or drop a mail at sonakapoor@sonascreation.com or call us on +919599564868, within 7 days from the date of delivery.
    Immediately Click 4 photographs 1. Two Pictures of the Package or Carton showing the Packing Labels and showing the damage to the carton.
  2. Two Pictures of the Wrong or Damaged Product received and WA on +919599564868 or mail them to sonakapoor@sonascreation.com
  3. The defective/unused product will be recalled and a replacement will be shipped immediately, return charges are payable by Paperus for domestic (India) shipments and by customer for International shipments.
  4. Return Delivery Address:
    Sonas Creation
    G 6, Basement, Mayfiled Garden, Sector 57, Opposite Motherhood Hospital, Gurgaon, Haryana – 122003

Returns & Exchanges

Paperus endeavors to ensure that every transaction at our website is seamless. We take great care in delivering our products and adhere to the highest quality standards. We also value our customers and their requirements, and we put our best efforts to enhance customer experience and satisfaction.
As a policy, we do not offer exchanges on products which are delivered in right condition as per the order placed. However, if the product is wrongfully delivered (product doesn’t match the item in the order confirmation) or has a genuine quality / manufacturing defect then we are open to extending replacement or exchange of your order.
The product should be returned in original packing without any damage or any kind of tampering, should be well packed to avoid ant damage in transit.

GENERAL

To replace or exchange a defective or wrongfully delivered product or report a damage in transit, please get in touch with our Customer Care within 24 hours of delivery: by telephone at +91 9599564868 between 10.00AM to 6.00 PM IST on business days by email at sonascreation@sonascreation.com with your order number, date of transaction, delivery address and images as explained above of the wrongfully delivered or defective item. Our customer care team will look into the issue and revert back within 48 working hours.

EXCHANGES & REFUND POLICY

We want you to be completely satisfied with each and every purchase. We believe that the creation of a bridge between consumers and ground-level artisans and craftsmen depends on high-quality products and extraordinary customer service.
Our shipments are carefully inspected before leaving our warehouse, but if you are not satisfied with your purchase or gift, below mentioned circumstances, you can return / exchange the product within 48 hours.
In the unlikely event that your merchandise arrives damaged, you should email @ sonakapoor@sonascreation.com along with photo of the damaged product within 48 hours of receiving the product.

Full Refunds will only be provided in the following cases:

Genuine quality issues – please provide us the details of the issues in quality in your first communication to us. Packages lost in transit. In case Product got fully damaged while in-transit with proper proof of photography or videography required before claim. In above mentioned all cases, refunds can only be granted if a request for a refund been put in within 48 hour of delivery of the product. Before you return a product, Please take a moment to understand each product is handcrafted and unique in its own way, an irregular weave or print or a stitch shall not be considered as a defect. Handloom by definition means a glorious uncertainty when it comes to uniformity. We will be happy to replace any damaged / incorrect items, assuming a comparable replacement is available, or provide you with a full refund, including delivery charges, if any, on originally shipping the product to you. Any products that might be missing from your order will be shipped as soon as possible at no additional charge to you.

Strictly, no refunds will be given in the following cases:

In case of minor design and color variations. As our all products are handmand there will always be some variation between products which displayed on our website. In-case of minor dimension changes. As Dimension of the product can not be exactly same which is mentioned in our product description. In-case of minor variation from the Product Image. As most of the product pricture was taken by the photographer and light effect product might look little different than original product. Incorrect or outdated delivery address provided by the customer Incorrect address format including any form of a PO Box address On three failed delivery attempts by the courier If the package is refused by recipient If the products returned are in a used or damaged condition

Exchange of the Product:

We always value our customer to exchange the delivered product. In that case Forward and Return Shipping Charges will be applicable and customer has to pay extra shipping charges before exchange the product.
No refunds will be provided if the paperus.in customer service is not intimated by email or otherwise within 48 hours of delivery of the goods to your address about the customer’s desire to seek a refund/replacement.
Please ensure that the returned merchandize is unused, undamaged and is in a saleable condition.
We request you to maintain the original packaging of the items to be returned, including the Paperus tags.
Please ensure that all the returned items are packed securely and safely to prevent any loss or damage during transit.
After the receipt of item(s), your request for refunds would be processed. Upon receipt of your refund/return, we will issue a credit to your card used for the original transaction, for the cost of the item including taxes, and delivery charges if any.
In the case of refunds, banks normally take 7-10 business days to process a refund once it has been initiated from our end.

For Credit Card / Debit Card / Net banking or PayPal Transactions:

Upon receipt of your refund / return, we will issue a credit to your card used for the original transaction, for the cost of the item including taxes, and delivery charges if any. As the charge on your credit card / PayPal account would have already been done online at the time you made the purchase and authorized the payment, we will provide a refund into the original mode of payment. If applicable, refunds would be made for the cost of the goods (including taxes, and delivery charges on the original purchase) to the credit / debit card used for the online transaction. Note: Refunds will only be made after we have received the returned shipment except if the package has been lost in transit.

For Credit Card / Debit Card / Net banking or PayPal Transactions:

How will I know if my order is placed successfully?

After placing your order, you will receive a confirmation email and sms from us. 

Can I order by telephone?

If you don’t wish to place an order on the website you can either write to us or call us to place your order. Customer service can be reached sonakapoor@sonascreation.com.com or call at +91 9599564868 six days a week, 10:00 am to 6.00 pm.

Will you hold the order and ship it at a later time? Or can I choose my delivery date?

We regret that online orders cannot be held for later shipment. We normally ship by the quickest method available and delivery dates cannot be selected or changed.

Can I modify my order?

If you order has not shipped, we will be able to modify your order. Reply back to us on the order confirmation email you received with the details and we will help you out. Or what’s app us with your order number at +91 9599564868 six days a week, 10:00 am to 6.00 pm.

Can I have my order delivered to multiple addresses?

We only accept one delivery address per order. Please place separate orders if you would like items delivered to different addresses. Back To Top 

How do I cancel an order?

Please email us at sonakapoor@sonascreation.com or call us at +91 9599564868 to attempt cancellation of your order. If you order has not already shipped, we will cancel it. If your order has been shipped, it won’t be possible to cancel it.

If I cancel my order, how will I get my refund?

After order cancellation, the money will be rolled back to your card/bank account within 7-10 working days post refund initiation. The amount for the cancelled order will be refunded back to into the same account that was originally used to make the transaction. A cash refund will not be possible for payments done via card or bank transfers.

In case you used an e-gift card to make the payment for the cancelled order, your e-gift card will be credited with this amount.

In case you have not received the payment in your account after receiving confirmation from Paperus about the refund, please get in touch with your bank regarding the delay in reflection into your account. If you need to get in touch with us please email us at sonakapoor@sonascreation.com or call us at +91 9599564868.

What forms of payment are accepted for on your website?

All credit cards, debit cards, e-wallets, bank transfers and cash on delivery are accepted.

Can I pay cash on delivery?

Yes, of course you can. 

Is it safe to use my credit or debit card online?

Our trusted payment gateway partners use Secure Sockets Layer (SSL) encryption technology to protect your card information. All personal and financial information is transmitted using the https protocol over SSL, utilising state–of–the–art technology for consumer protection. Additionally, we do not store or collect any customers debit/credit card information.

Are there any hidden charges when I make a purchase on paperus.in ?

There are absolutely no hidden charges. The product price and the shipping cost is stated clearly. Product prices are inclusive of all taxes and no other charges are levied.

 Why is the price of an item in my saved shopping cart different from when I selected it?

Prices are subject to change — including temporary reductions as well as permanent increases. The prices of items in your cart represent the current price for which you will be charged.

I did not receive an invoice with my product upon delivery. What should I do?

A copy of the invoice was emailed to you along with the order confirmation. Please search your inbox for “paperus”. You would have also received an invoice when the product was delivered to you. If you would like us to email the invoice to you again, please send a request to sonakapoor@sonascreation.com

Will selected items remain in my shopping cart if I close my browser?

If you create and sign in with your Paperus account you can add items to your shopping cart and come back later to complete the transaction. Items will remain in your shopping cart for 30 days, making it easy for you to browse and complete your purchase at a later date. You can log in to your account and access your saved shopping cart from any computer.

If you do not have an account with us, the items will remain saved in the cart as long as your current browsing session lasts.

In order to add items to my saved shopping cart, do I need to sign in?

If you are using the same computer, you will not have to sign in again. To access a saved cart from a different computer, you will need to log into your Paperus account before you add items to the cart.

Why is my saved shopping cart empty?

After 30 days, items saved in your shopping cart are removed.

Where are your stores?

We have one Factory Outlet in Gurgaon Sector 57. Our entire collection is available online. 

RETURNS & EXCHANGES

What is Paperus’s return policy?

In case you receive wrong merchandise or damaged or defective merchandise, we will send you a replacement within 15 days at no extra cost. The process is given below. We do not accept returns of ceramic products and jewellery.

  • 1) Email us at sonakapoor@sonascreation.com about the damaged or defective product within 24 hours of receiving it. Include the order number and a photograph of the damaged piece.
  • 2) Pack the merchandise back in the box with sufficient protection. Paste the return label on top of the box.
  • 3) Give it to the courier service that will be scheduled by us.

Will the GST amount be refunded in cases I return/cancel my order?

Yes, the entire GST amount will be refunded in case of cancellation/return.

MY ACCOUNT AND SUBSCRIPTIONS

I forgot my account password, what should I do?

Click ‘My Account’ on the top right corner of the page and then send a request for new password by clicking ‘Forgot Your Password?’. You will receive an email with a link to reset your password within minutes.

BUSINESS GIFTS

Can Paperus assist my company with gift–giving and large orders?

Yes, our Business Gifts program is designed to meet your needs year–round. Please call +91 9599564868 to speak with a sales associate or email us at sonakapoor@sonascreation.com We accept bulk orders and many items can be customised, either with your company logo or personalised designs. Special packaging and end to end delivery is also offered for large orders. Read more about our Business Gifts programme here.

Can you customize an item with a company logo?

Yes, many of the items in our Business Gifts program can be embellished with a company logo. Please call +91 9599564868 or email us at sonakapoor@sonascreation.com and we’ll be happy to assist you.

Can I buy Paperus Gift Cards in bulk for my company?

Yes, to purchase Gift Cards in excess of Rs 50000, please call +91 9599564868 or email sonakapoor@sonascreation.com