Refund policy

Returns & Refunds Policy
Last updated: 05.05.2026

Indyra is operated by Progro Digital Ltd. Every piece we sell is made by hand. Please read this before you buy.

A plain-English summary is on our returns page. This document is the formal version.

1. Changing your mind

You have 14 days from delivery to tell us you wish to cancel, and a further 14 days to return the piece.

  • The piece must be unused, in original condition, and in its original packaging
  • Email orders@indyra.eco with your order number before sending anything back. We will confirm the correct return address
  • Once the piece reaches us, we refund what you paid for it within 14 days

2. Commissioned work

Where a piece is made to dimensions, a palette, a motif or a brief that you have supplied, it exists only because you asked for it and cannot be offered to anyone else.

  • Commissioned pieces are non-returnable and non-refundable
  • The exception is where the piece arrives damaged, faulty, or is not what was agreed — those are always covered

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, goods made to a consumer's specification are exempt from the statutory right to cancel. This does not apply to standard catalogue pieces, which are returnable under section 1 above.

3. Damaged or incorrect items

If your piece arrives damaged or is not what you ordered:

  • Contact us within 48 hours of delivery
  • Send clear photographs of both the piece and the packaging it arrived in

We will arrange a replacement at no cost to you, or issue a refund where a replacement is not possible. This applies to everything we sell, including commissioned work.

4. Refunds

  • Refunds go to the original payment method
  • We process approved refunds within 14 days of the piece reaching us
  • How quickly it appears then depends on your bank or card provider

5. Return shipping

  • You are responsible for return shipping where you have changed your mind
  • We cover return shipping where the item is faulty, damaged or incorrect
  • Returns may be sent to our studio in India or to a UK address — we will tell you which
  • We recommend a tracked and insured service. We cannot take responsibility for items lost or damaged in return transit

6. Handmade variation

Every piece is made by hand. Mirror placement, thread density, pigment tone and linework vary between examples of the same design. These variations are part of the work and are not defects.

That said, there is a difference between natural variation and something being wrong. If your piece looks meaningfully different from what you expected, contact us and we will look at it.

7. Cancelling before dispatch

  • Stocked pieces can be cancelled any time before dispatch
  • Commissioned pieces can be cancelled before an artisan begins work. Once production has started, they cannot be cancelled

8. Trade and project orders

Commissioned, contract and trade orders are governed by the terms of the individual quote rather than by this policy.

9. Your statutory rights

Nothing in this policy affects your statutory rights under applicable consumer law.

10. Contact

Progro Digital Ltd
113 Masthead House, 14 Rope Terrace
London E16 2PH, United Kingdom
Email: orders@indyra.eco