Last update: Sep 2023

Retail Returns Policy

It’s essential to familiarise yourself with this returns policy and our comprehensive Terms & Conditions to ensure a smooth returns process

At a Glance

  • Returns due to manufacturing flaws are accepted after being reviewed by our Returns Department, which includes complimentary pick-up of the faulty item. Terms apply.
  • Returns due to damage during shipping are accepted after being reviewed by our Returns Department, which includes complimentary pick-up of the item. Terms apply.
  • All return requests must be initiated within 2 business days via the Account interface / Virtual Assistant Flo.
The conditions mentioned here also pertain to any goods we replace or repair for you. Refunds are processed within 14 business days, and to ensure the security of your transactions, refunds are made only to the bank account used for the original purchase.If, by any chance, the Goods don’t adhere to these Conditions, please inform us right after receiving them and adhere to the following Standard Procedure:
  • Report the issue within 2 business days from the delivery date.
  • Initiate the return process on your trade account under the ‘My Returns’ section.
  • Always reference the Product Code and Order Number.
  • Attach a photo of the defect and provide a concise description to assist our returns team in evaluating your claim.
  • We aim to review and respond to your request within 2-5 business days.
  • If your claim is approved, we’ll schedule a pick-up on a mutually agreed date. After verifying the defect or damage, we’ll offer one of the following solutions based on your claim:
  • (a) Credit note issuance
  • (b) Discount provision
  • (c) Full or partial refund
  • (d) Product replacement
  • (e) Product repair
For clarity, here are some examples and interpretations of our return deadlines:
Delivery DayNotification by end of:
MondayWednesday until 23:59 hours
TuesdayThursday until 23:59 hours
WednesdayFriday until 23:59 hours
ThursdayMonday until 23:59 hours
FridayTuesday until 23:59 hours
SaturdayTuesday until 23:59 hours
SundayTuesday until 23:59 hours

We don’t operate on a ‘sale or return’ model. If you or your customers reconsider the purchase, we won’t facilitate returns since we don’t bear responsibility for change of mind. Those using our Retail service should be well-versed with their legal duties before ordering from us. The responsibility to accept the product, including any failed or redirected deliveries, rests with the account holder. If a product is returned to the Company, it’s deemed as ‘unusable’ and only holds a minimal residual value.

Once a bespoke product is in production or in transit, we don’t entertain cancellations, refunds, or replacements. However, if the item is delivered damaged, and upon providing adequate proof of the damage, we’ll organise a pick-up and offer a replacement or refund.

Executed back orders are handled like regular orders. Hence, our standard procedures and return policies apply.

All our products are individually handcrafted. Most items are made from solid wood, leading to natural variations in size, color, finish, texture, grain patterns, knots, and wood movement. It’s crucial for customers to understand the unique nature of our hand-made wood products to prevent any future dissatisfaction. We won’t classify the following natural variations as defects:

  • Variations in wood shades or finishes.
  • Minor design deviations from images, e.g., carvings not matching the displayed image.
  • Small filler marks, provided they don’t dominate the item.
  • Dimensional discrepancies within acceptable limits, including shelf positioning, overall size, etc.
  • Two items not being identical. For exact matches, customers should opt for ‘bespoke’ orders.
  • Fabric patterns not aligning with images or fabric colors differing due to computer display variations.
  • Gaps around drawers and doors for temperature adjustments.

Minor imperfections in painted or screen-printed items, as they’re hand-made and not machine-produced.

Batch-to-batch variations might occur. If you’re aiming for consistent room settings, consider a bespoke order or be informed about potential differences. We won’t categorize the aforementioned variations as defects since they’re inherent to the product.


Copyright © 2024 Artisan Furniture India. All rights reserved.