Returns Refunds and Exchanges Policy
Wrong damaged defective or misdescribed items
Contact us promptly if an item is wrong, incomplete, damaged in transit, defective, spurious or materially different from the agreed description. For visible transit damage, please report it preferably within 48 hours and keep the packaging where reasonably possible. This request helps our investigation; it does not automatically extinguish your statutory rights or a claim for a fault discovered later.
Give the order number and a description of the issue. Photos, delivery records or a video can help, but an unboxing video is not a compulsory condition for every claim. We will consider reasonable alternative evidence. Do not continue using an unsafe product.
Where you are entitled to a refund, we will not force you to accept store credit, repair or replacement instead. We will arrange an appropriate remedy and bear reasonable return and replacement freight for an accepted wrong, defective or transit-damaged item. Manufacturer approval is not a substitute for our own obligations as the seller.
Voluntary change of mind returns
For eligible products, request a change-of-mind return within 7 calendar days of delivery. Items should be unused, complete and in their original saleable packaging. Unless the listing promises otherwise, custom-cut or personalised items, opened or used paints and mediums, and items clearly identified before purchase as excluded from voluntary returns are not eligible for this benefit. These exclusions do not apply to statutory fault or misdescription remedies.
For an eligible change-of-mind return, the buyer pays the disclosed reasonable return freight. Original delivery charges for a service already provided are not normally refunded for change of mind, unless stated otherwise before purchase or required by law. No restocking charge will be added unless lawfully disclosed and agreed before purchase.
Return process and refunds
Contact support before sending the goods so we can provide the correct address and safe packing instructions. If the normal process is unavailable, contact the Grievance Officer; administrative steps will not be used to defeat a valid claim. We will inspect returned goods within a reasonable time and communicate the outcome and reasons.
For approved refunds, we aim to initiate payment within 5–7 business days after approval, or sooner where law or payment rules require. Where a return is reasonably necessary, approval follows inspection. We will not delay a clear refund obligation unnecessarily. Refunds normally go to the original payment method; any alternative requires your agreement and appropriate verification. Your bank may take additional time to display the credit.
For a full accepted fault-related return, we refund the amount due for the affected goods and associated charges where required. For a partial return, we explain the calculation and any fair allocation of order-level discounts. An exchange depends on stock and your agreement; any price difference will be explained in advance.
Packaging and open box goods
Minor outer-box marks alone may not impair an ordinary product, but packaging matters where it was promised as part of a gift, collectible or sealed condition. A disclosed open-box imperfection is assessed against the actual listing; undisclosed defects and misdescription remain covered. This policy does not reduce statutory consumer rights.