100% of the order amount shall be refund in case a product received by the customer is defective. However, this should be reported by the customer immediately upon receipt of the product. We will arrange a reverse pick up of the item. Upon receiving the defective product at our warehouse, the order amount shall be refund.If an item is damaged upon usage, we are not liable.  The customer has a right to get a refund if SilverLinings delivers an incorrect product that does not match the product specifications. However, since all the products are handcrafted, slight variation in design, shape or weight would not qualify for a refund