Terms of service

TERMS AND CONDITIONS

Effective Date: 14 August 2026
Last Updated: 14 August 2026:

Welcome to Shwetshilp. These Terms and Conditions govern your access to and use of the Shwetshilp website and the purchase of marble, natural-stone, handcrafted décor, architectural elements, furniture, accessories and related products offered through the website.

Shwetshilp is an e-commerce brand operating from Udaipur, Rajasthan, India. Throughout these Terms, “Shwetshilp”, “we”, “us” and “our” refer to the business operating the Shwetshilp website. “Customer”, “you” and “your” refer to any person who visits the website, creates an account, submits an enquiry or places an order.
By accessing the website or placing an order, you confirm that you have read, understood and agreed to these Terms and Conditions, together with our Privacy Policy, Shipping Policy, Cancellation and Refund Policy, and any product-specific terms displayed on the website.

1. Eligibility
You must be at least eighteen years of age and legally competent to enter into a binding contract under Indian law to place an order.
If you access or use the website on behalf of a company, firm, partnership, architect, interior designer, contractor or another organisation, you confirm that you have the authority to bind that organisation to these Terms.

2. Website Use
You may use the website only for lawful personal or commercial purchasing purposes.
You must not:
Use the website for any fraudulent, unlawful or unauthorised activity.
Provide false, incomplete or misleading information.
Attempt to gain unauthorised access to the website, its servers, accounts or payment systems.

Upload or transmit viruses, malware or harmful code.
Copy, scrape, reproduce or commercially exploit website content without written permission.

Interfere with the operation, security or performance of the website.
Place false orders or orders without an intention to complete the purchase.
Use Shwetshilp’s photographs, designs, product descriptions, trademarks or creative materials for resale, imitation or competing commercial purposes.
We may suspend or restrict access to the website where we reasonably suspect fraud, misuse, security threats or a violation of these Terms.

3. Account Information
You may be required to create an account or provide contact, delivery and billing information to place an order.

You are responsible for:
Providing accurate and current information.
Maintaining the confidentiality of your login credentials.
Preventing unauthorised use of your account.
Informing Shwetshilp promptly if you suspect unauthorised access.
Ensuring that the delivery address, contact number and order specifications are correct.
Activities performed through your account will be treated as authorised by you unless you notify us promptly of unauthorised use.

4. Products and Natural-Stone Characteristics
Shwetshilp offers products manufactured or handcrafted using marble and other natural materials.

Marble is a natural stone. Every block and finished product may differ in colour, shade, veining, grain, pattern, texture, mineral deposits, pores, fissures, crystalline formations and surface characteristics. These natural variations are part of the stone’s identity and are not manufacturing defects.
Accordingly:

Two pieces made from the same type of marble may not look identical.
Vein placement and colour distribution may differ from website images or samples.
Handcrafted products may contain minor differences in carving, dimensions, polish, edges and finishing.

Small filled areas, natural pits, pinholes, surface variations and hairline characteristics may occur in natural stone.

Marble colour and appearance may change under different lighting conditions.
Stone may develop patina, stains, etching or changes in appearance with time and use.
Screens and mobile devices may display colours differently from the actual product.
Website photographs, videos, digital renders and samples are intended to represent the product as accurately as reasonably possible. They do not guarantee exact duplication of colour, pattern, scale or vein placement.

An order will not be eligible for rejection, replacement or refund solely because of natural variations that do not materially affect the product’s agreed use, structural integrity or stated specifications.

5. Product Information and Measurements
We make reasonable efforts to ensure that product descriptions, dimensions, materials and prices are accurate.

Because many Shwetshilp products are handcrafted:
Minor dimensional variations may occur.

Measurements stated on the website are approximate unless expressly confirmed as final manufacturing dimensions.

Customers must independently verify that the product dimensions, weight, access route and installation conditions are suitable for the intended location.
Customers must check doorways, lifts, staircases, passages, loading restrictions and floor-bearing capacity before ordering large or heavy products.
Product photographs may not accurately represent scale unless dimensions are specifically shown.

For made-to-order products, the specifications confirmed in the final order confirmation or approved drawing will take precedence over general website descriptions.
6. Customised and Made-to-Order Products
A product is considered customised or made to order when it is manufactured, cut, engraved, carved, finished, resized, personalised or otherwise prepared according to a customer’s selected specifications.

The customer is responsible for carefully reviewing and approving all applicable details, including:
Dimensions.
Marble or stone selection.
Design and carving details.
Finish and polish.
Engraving, spelling and text.
Quantity.
Drawings and reference images.
Edge profiles and cut-outs.
Installation requirements.
Delivery access conditions.

Once production has started, customised and made-to-order orders cannot ordinarily be cancelled, returned or exchanged. This restriction does not affect remedies available for materially defective products, damaged in transit, incorrectly supplied or not made according to the approved specifications.
Any change requested after approval may result in additional charges and revised production and delivery timelines.

7. Prices and Taxes
All prices are displayed in Indian Rupees unless stated otherwise.
Prices may be inclusive or exclusive of applicable taxes depending on the description provided at checkout or in the quotation. The final payable amount, including applicable Goods and Services Tax, shipping, packing, insurance, installation or other charges, will be shown before payment or stated in the accepted quotation.

For products requiring customised packing, special handling, crane support, difficult-site delivery or installation, additional charges may apply after an assessment of the order and delivery conditions.

Shwetshilp may change product prices at any time. A price change will not affect an order already accepted and paid for, except where the original price resulted from an obvious technical or typographical error.

8. Order Placement and Acceptance
Adding a product to the shopping cart or completing payment does not by itself guarantee acceptance of the order.
An order is accepted when Shwetshilp sends an order confirmation or begins processing or manufacturing the product.
We may contact you to verify:
Product specifications.
Delivery location.
Site accessibility.
Payment information.
Availability of the selected stone.
Customisation requirements.
Suspected fraudulent or unusual transactions.
We may reject or cancel an order before dispatch if:
The product or selected stone is unavailable.
The displayed price or description contains a material error.
Payment is unsuccessful or unauthorised.
Delivery to the location is not reasonably possible.
The order appears fraudulent or unlawful.
Required specifications or approvals are not received.
Production is not technically feasible.
A force majeure event prevents fulfilment.
If Shwetshilp cancels a prepaid order, the amount collected for the cancelled product will be refunded through the original payment method, subject to applicable banking and payment-processing timelines.

9. Payment
Payment must be made through the payment methods offered on the website or communicated in an official Shwetshilp quotation or invoice.
Depending on the product, Shwetshilp may require:
Full advance payment.

A production advance followed by a balance payment before dispatch.
Stage-wise payment for large or customised orders.
Separate payment for installation, specialised transport or additional work.
Production may not begin until the required advance payment and final specifications have been received.

Ownership of the product will pass to the customer only after Shwetshilp receives full payment. Risk of loss or damage will pass in accordance with the delivery provisions of these Terms.

Shwetshilp is not responsible for payment failures, banking delays or unauthorised transactions caused by a bank, card issuer, payment gateway or third-party payment provider.

10. Shipping and Delivery
Delivery timelines shown on the website or provided in quotations are reasonable estimates and not guaranteed dates unless expressly agreed in writing.
Timelines may vary because of:
Stone availability.
Customisation and production requirements.
Hand-finishing processes.
Quality inspection.
Packaging requirements.
Transport availability.
Weather conditions.
Road restrictions.
Strikes or local disruptions.
Events beyond Shwetshilp’s reasonable control.
The customer must provide a complete and accurate delivery address, contact number, landmark and any access instructions.
The customer is responsible for informing Shwetshilp before dispatch about:
Narrow roads or restricted vehicle access.
Building delivery-hour restrictions.
Lift size or weight restrictions.
Staircase-only access.
Requirement for cranes, hoists or additional labour.
Remote or difficult delivery locations.

Permissions required from housing societies or local authorities.
Unless expressly included in the order, delivery is limited to unloading at a reasonably accessible ground-level location. Carrying products to upper floors, shifting them inside premises, unpacking, assembly, installation, polishing, plumbing, electrical work and civil work are not included.

Additional delivery attempts, waiting charges, storage charges or handling expenses arising from incorrect information, unavailable recipients, restricted access or refusal to accept delivery may be charged to the customer.

11. Inspection at Delivery
Marble and natural-stone products can be heavy and fragile. The customer or an authorised representative must inspect the external packaging and product at the time of delivery wherever reasonably possible.
If the packaging or product appears damaged:
Record the condition on the delivery receipt.
Take clear photographs and an unedited unpacking video.
Photograph the outer packaging, shipping label, internal protection and damaged area.
Notify Shwetshilp through the website’s official customer-support channel within forty-eight hours of delivery.

Preserve the product and all packaging until the claim is assessed.
A damage claim may be rejected if the product has been installed, altered, polished, repaired, used or disposed of before Shwetshilp has had a reasonable opportunity to assess it.

Signing a delivery receipt without recording visible external damage may affect the ability to establish that the damage occurred during transit, but it will not remove any non-waivable rights available under applicable law.

12. Installation
Installation is included only when expressly stated in the product listing, order confirmation or invoice.
Where installation is not included, the customer must engage appropriately trained and experienced professionals. Shwetshilp is not responsible for damage resulting from:
Incorrect lifting or handling.
Improper installation.
Inadequate structural support.
Unsuitable adhesives, sealants or chemicals.
Incorrect drilling, cutting or fixing.
Uneven flooring or walls.
Plumbing or electrical faults.
Failure to seal or maintain natural stone properly.
Installation contrary to supplied instructions.
Alteration by the customer or a third party.
Any complaint concerning the product must be raised before installation. Installation, cutting, drilling, polishing or permanent fixing will ordinarily be treated as acceptance of the product’s visible appearance, measurements and finish, except in relation to latent defects that could not reasonably have been identified earlier.

13. Order Cancellation
A standard, non-customised order may be cancelled before dispatch by contacting Shwetshilp through the website’s official customer-support channel.
If a standard product has already been packed, shipped or handed over to the carrier, cancellation may not be possible. Where cancellation is accepted after dispatch, actual forward and return shipping, packing and handling costs may be deducted from the refund to the extent permitted by law.

Customised or made-to-order products cannot ordinarily be cancelled after material procurement, cutting, carving, engraving or production has begun.
Shwetshilp may deduct reasonable and documented costs already incurred before approving a cancellation of a customised order.

14. Returns, Replacements and Refunds
A return or replacement may be considered where:
The product is materially damaged during transit.
The wrong product is delivered.
The product has a material manufacturing defect.
A customised product materially differs from the specifications approved by the customer.

The product is otherwise eligible under the return conditions specifically stated on its product page.
A return will not ordinarily be accepted for:
Natural variations in marble or stone.
Minor differences in shade, veining, grain, texture or dimensions inherent in handcrafted products.

Change of mind after dispatch.
Customised or made-to-order products.
Products damaged through misuse, negligence or improper storage.
Products damaged during installation or third-party handling.
Products that have been installed, drilled, cut, polished, repaired, altered or used.
Damage caused by chemicals, acids, abrasive cleaners, water seepage, heat, impact or unsuitable maintenance.
Products returned without original packaging where such packaging is reasonably necessary for safe transport.
Products purchased under conditions expressly identified as final sale, provided such restriction is lawful and clearly disclosed before purchase.
For eligible standard products, the customer must submit a return request within seven days of delivery. Transit-damage claims should be reported within forty-eight hours so that the carrier and packaging condition can be assessed promptly.
Shwetshilp may request photographs, videos, measurements or a physical inspection before approving a return, replacement or refund.

Where a claim is accepted, Shwetshilp may, depending on the circumstances and applicable law:
Repair the product.
Replace the affected component.
Replace the product.
Offer an appropriate price adjustment.
Issue a refund.

Approved refunds will be processed through the original payment method within a reasonable period after the returned product is received and inspected. Banks and payment providers may require additional time to credit the amount.
Original shipping, special packing, installation and third-party service charges are not refundable unless the return results from an error by Shwetshilp, transit damage for which Shwetshilp is responsible or a defect covered by applicable law.

15. Product Care
Marble is porous and can react with acidic substances and strong chemicals.
Customers should:
Clean spills promptly.
Use pH-neutral stone cleaners.
Avoid acidic cleaners, bleach and abrasive chemicals.
Use coasters, mats and protective pads.
Avoid placing extremely hot items directly on marble.
Follow any sealing and maintenance guidance provided.
Prevent prolonged water exposure where the product is not designed for it.
Use qualified professionals for polishing, sealing and restoration.
Staining, etching, scratching, weathering and patina resulting from use, environment or inadequate maintenance are not manufacturing defects.

16. Warranties
Shwetshilp warrants that products will materially correspond with their confirmed description and will be free from material manufacturing defects at the time of delivery.
No warranty applies to:
Natural variations in stone.
Normal wear and ageing.
Improper installation.
Accidental or impact damage.
Misuse or negligent handling.
Exposure to unsuitable chemicals or environmental conditions.
Repairs or modifications performed by unauthorised persons.
Failure to follow product-care guidance.
Nothing in these Terms excludes warranties, guarantees or remedies that cannot lawfully be excluded under Indian consumer law.

17. Intellectual Property
All website content, including the Shwetshilp name, logo, product photographs, videos, designs, layouts, illustrations, graphics, text, catalogues, carvings, drawings and product descriptions, is owned by or licensed to Shwetshilp.
Access to the website does not grant any ownership or commercial-use rights in this content.

You may not copy, reproduce, modify, distribute, publish, display, sell, license or commercially exploit Shwetshilp content without prior written permission.
Customers who provide their own design, logo, artwork, photograph or text for customisation confirm that they have the legal right to use it. The customer will be responsible for claims arising from materials supplied by the customer that infringe another person’s intellectual-property rights.

18. Customer Reviews and Submitted Content
If you submit a review, photograph, video, testimonial or other content, you confirm that:
The content is accurate and based on your genuine experience.
It does not violate another person’s rights.
It is not unlawful, defamatory, obscene or misleading.
It does not contain malicious code or unauthorised advertising.
You grant Shwetshilp a non-exclusive, royalty-free right to use, reproduce and display such content for operating and promoting the business, subject to applicable privacy law.

We may remove submitted content that is unlawful, irrelevant, fraudulent, abusive or in violation of these Terms.

19. Third-Party Services and Links
The website may use or link to third-party payment gateways, logistics providers, social-media platforms, analytics services or external websites.
These third parties operate under their own terms and policies. Shwetshilp is not responsible for the independent content, availability, security or practices of third-party websites and services, except to the extent responsibility cannot lawfully be excluded.

20. Privacy and Electronic Communications
Personal information is collected, used, stored and shared in accordance with Shwetshilp’s Privacy Policy and applicable Indian law.
By placing an order or contacting us, you consent to receiving transactional communications concerning your enquiry, payment, production, shipment, delivery, support request and account.

Promotional communications will be sent in accordance with applicable consent and communication laws. You may opt out of promotional communications using the unsubscribe or opt-out method provided.
Electronic order confirmations, invoices, notices and communications will be treated as valid records to the extent recognised under applicable law.

21. Limitation of Liability
To the maximum extent permitted by law, Shwetshilp will not be liable for indirect, incidental, special or consequential losses, including loss of profit, business opportunity, goodwill or anticipated savings.

Shwetshilp’s aggregate liability arising from a particular order will ordinarily not exceed the amount paid for the affected product.
These limitations do not apply to fraud, wilful misconduct, personal injury caused by negligence, product liability that cannot lawfully be excluded, or any statutory consumer right that cannot be waived or restricted.

22. Indemnity
You agree to indemnify Shwetshilp against reasonable losses, liabilities and expenses arising from:
Your unlawful use of the website.
Your breach of these Terms.
False information supplied by you.
Your infringement of another person’s rights.
Customer-supplied designs or materials that infringe intellectual-property rights.
Damage caused by installation, alteration or handling performed by you or your contractors.

This provision does not require a consumer to indemnify Shwetshilp for Shwetshilp’s own negligence, breach of law or wrongful conduct.

23. Force Majeure
Shwetshilp will not be responsible for delay or failure caused by events beyond its reasonable control, including natural disasters, floods, fires, epidemics, war, civil unrest, government restrictions, transport disruption, strikes, internet outages, raw-material shortages, quarry closures, extreme weather or failure of essential third-party services.
We will make reasonable efforts to inform affected customers and resume performance when reasonably possible.

If a force majeure event materially prevents fulfilment of an order for an extended period, Shwetshilp and the customer may agree to revised timelines, an alternative product or cancellation and refund of the unfulfilled portion.

24. Grievance Redressal
Customers may submit complaints through the official Contact Us or customer-support facility available on the Shwetshilp website.
A complaint should include:
The customer’s name.
Order number.
Contact details.
A clear description of the issue.
Relevant photographs, videos or supporting documents.
Shwetshilp will acknowledge consumer complaints within forty-eight hours of receipt and will endeavour to resolve them within one month, in accordance with applicable e-commerce consumer-protection requirements.
Customers may also use remedies available under the Consumer Protection Act, 2019, the Consumer Protection E-Commerce Rules, 2020, and other applicable laws.

25. Governing Law and Dispute Resolution
These Terms and all transactions with Shwetshilp are governed by the laws of India.
The parties should first attempt to resolve a dispute through good-faith communication using Shwetshilp’s grievance-redressal process.
Subject to the statutory rights of consumers to approach a competent Consumer Commission or other authority having jurisdiction under applicable law, courts and tribunals having jurisdiction over Udaipur, Rajasthan, will have jurisdiction over disputes arising from these Terms or commercial transactions with Shwetshilp.
Nothing in these Terms restricts a consumer from filing a complaint before a competent Consumer Commission based on the consumer’s place of residence, place of work, cause of action or any other jurisdiction permitted by law.

26. Changes to These Terms
Shwetshilp may update these Terms to reflect changes in law, business practices, products, technology or website functionality.
Updated Terms will be published on the website with a revised effective date. Changes will apply prospectively and will not unfairly alter an order already accepted, unless required by law or agreed with the customer.
Continued use of the website after publication of updated Terms constitutes acceptance of the revised Terms for future use and transactions.

27. Severability
If any provision of these Terms is found to be unlawful, invalid or unenforceable, that provision will be limited or removed only to the minimum extent necessary. The remaining provisions will continue in effect.

28. Waiver
A delay or failure by Shwetshilp to enforce any provision does not amount to a waiver of that provision or any other right.

29. Entire Agreement
These Terms, together with the Privacy Policy, Shipping Policy, Cancellation and Refund Policy, accepted quotation, invoice, order confirmation and approved product specifications, constitute the agreement between Shwetshilp and the customer concerning the relevant transaction.
Where a confirmed customised order contains specific written terms that conflict with these general Terms, the specific written terms will apply to that order, subject to applicable law.

30. Contacting Shwetshilp
For order enquiries, complaints, returns, cancellations or legal communications, customers may contact Shwetshilp through the official Contact Us and customer-support facilities displayed on the website.

Customers should quote their order number in all order-related communications.
Shwetshilp
Udaipur, Rajasthan, India
By using the Shwetshilp website or completing a purchase, you acknowledge that you have read, understood and agreed to these Terms and Conditions.