Cancellation & Refund Policy

Legal Framework and Compliance

This policy operates under the Consumer Protection Act 2019 and Consumer Protection (E-commerce) Rules 202045, which mandate clear disclosure of return policies, grievance redressal mechanisms, and transparent consumer protection measures for e-commerce platforms6. As a seller of handcrafted products, ArtyFex maintains compliance with all applicable consumer protection regulations while establishing reasonable commercial terms7.

Important Note:
At ArtyFex, each product is handcrafted with care and precision, making it unique and inherently fragile. Due to the delicate and made-to-order nature of our items, we do not accept returns or cancellations for any reason other than transit damage or incorrect product delivery. To process any return claims, a complete, unedited unboxing video is mandatory. All such claims must be submitted within 72 hours of delivery.

Order Cancellation Policy

Pre-Dispatch Cancellations

  • Eligibility Window: Orders may be cancelled only before dispatch/shipment begins8
  • Processing Timeline: Cancellation requests must be submitted within 24 hours of order placement for guaranteed acceptance
  • Custom Orders: Made-to-order and personalized resin mirror pieces cannot be cancelled once production commences due to their bespoke nature910
  • Cancellation Process: Contact customer support immediately via phone (+91-9970107760) or email (support@artyfex.in) with order number and reason

 

Post-Dispatch Restrictions

Orders cannot be cancelled once shipped due to the handcrafted, made-to-order nature of our products. Such orders may only be returned under the specific conditions outlined in our returns policy8.

 

Return and Refund Eligibility

Eligible Claims Categories

Only the following circumstances qualify for returns and refunds:

  1. In-Transit Damage: Products damaged during shipping/courier handling116
  2. Manufacturing Defects: Structural defects affecting product functionality or safety
  3. Wrong Product Delivery: Receiving an item different from what was ordered12
  4. Material Non-Conformance: Product significantly differs from described specifications

 

Non-Eligible Claims

The following reasons are explicitly excluded from return eligibility:

  • Change of mind or buyer's remorse13
  • Dissatisfaction with aesthetic preferences ("don't like the product")
  • Size or placement concerns not based on incorrect specifications
  • Natural variations in handcrafted resin patterns (inherent to artisanal production)
  • Damage caused by improper installation or handling post-delivery14

 

Mandatory Documentation Requirements

Unboxing Video Protocol

Critical Requirement: All return claims require unbroken, unedited video evidence1516:

  1. Pre-Opening Documentation: Video must commence before package opening, showing shipping label clearly16
  2. Package Inspection: Display all sides of unopened package to demonstrate first-time opening16
  3. Continuous Recording: No cuts, edits, or interruptions in video recording16
  4. Product Examination: Complete inspection of product from all angles while recording16
  5. Damage/Defect Capture: Any issues must be clearly visible and documented within the video16
  6. Lighting Requirements: Recording must occur in adequate lighting with clear visibility17

 

Video Submission Standards

  • Format: MP4 or MOV format, minimum 720p resolution
  • Duration: Complete unboxing without time restrictions
  • Storage: Original file without compression or editing
  • Authentication: Timestamp visible throughout recording when possible18

 

Claim Submission Process

Reporting Timeline

Mandatory 72-Hour Window: Claims must be initiated within 3 (three) calendar days of delivery1. Late submissions will not be processed regardless of validity.

 

Required Documentation

Submit the following via email to support@artyfex.in:

  1. Order Details: Order number, delivery date, customer information
  2. Unboxing Video: Complete unedited recording per specifications above
  3. Proof of Purchase: Order confirmation and payment receipt
  4. Detailed Description: Written explanation of the specific issue
  5. Supporting Photos: High-resolution images supplementing video evidence

 

Processing Timeline

  • Acknowledgment: 48 hours from complaint receipt6
  • Review Period: 5-7 business days for claim evaluation
  • Decision Communication: Written response with resolution details
  • Refund Processing: 7-10 business days post-approval1920

 

Return Packaging Requirements

Secure Packaging Standards

Customer Responsibility: Products must be repacked with identical care to original packaging:

  • Original Materials: All original packaging, protective materials, and inserts
  • Mounting Hardware: All included hardware and accessories returned
  • Documentation: Care instructions, warranty cards, and certificates
  • Protection: Adequate cushioning to prevent return transit damage21

 

Return Transit Damage

If products suffer damage during return shipping due to inadequate customer packaging, refunds will be void and products returned to customer at their expense1922.

 

Refund Processing and Timelines

Approved Refund Procedure

Refund Method: All refunds processed to original payment method only204

  • Processing Time: 7-10 business days after approval
  • Amount: Full purchase price excluding any applicable shipping charges
  • Confirmation: Email notification with transaction reference number

 

Shipping Cost Allocation

  • Damage/Defect Claims: ArtyFex bears all shipping costs (forward and return)
  • Wrong Product: All shipping costs covered by ArtyFex
  • Customer Error: Customer bears return shipping costs (if applicable)

 

Delivery Refusal Policy

Unjustified Refusal Consequences

Customers refusing delivery without valid documented reason (verified damage or wrong product) will incur the following deductions from any eligible refund:

  • Original shipping charges
  • Return shipping costs
  • Handling fees (₹200)

 

Valid Refusal Reasons

  • Package tampering evident before opening
  • Visible external damage to shipping container
  • Delivery of obviously incorrect item size/type

 

Quality Inspection 

Internal Review Process

ArtyFex Quality Assessment:

  1. Initial Review: Customer service team evaluates submission within 48 hours
  2. Technical Assessment: Quality control specialist examines video evidence
  3. Final Decision: Senior management review for disputed cases
  4. Communication: Detailed explanation of decision to customer

 

Limitations and Exclusions

Statutory Compliance

This policy operates within Consumer Protection Act 2019 framework while establishing reasonable commercial terms for handcrafted products237. Statutory rights remain unaffected where they provide greater protection.

Time Limitations

  • Claim Window: 72 hours post-delivery (non-extendable)
  • Response Time: Customer must respond to queries within 48 hours
  • Documentation: All evidence must be submitted with initial claim

Product Limitations

Non-Returnable Circumstances:

  • Products installed or mounted (unless defective upon delivery)
  • Items showing use beyond quality inspection
  • Products without original packaging and accessories
  • Items beyond 3-day reporting window

Contact Information and Support

Customer Support Channels

Primary Contact: support@artyfex.in
Phone Support: +91-9970107760 (Monday-Saturday, 10 AM-6 PM IST)
Response Time: 24-48 hours for email queries

Force Majeure and Exceptional Circumstances

Uncontrollable Events

Policy timelines may be extended during natural disasters, pandemic restrictions, courier service disruptions, or other circumstances beyond reasonable control. Customers will be notified of any such extensions with revised timelines.

Legal Validity and Amendment

Policy Effectiveness

This policy becomes effective immediately upon order placement and remains valid for all transactions. ArtyFex reserves the right to update terms with 30-day advance notice to customers.

Governing Law

This policy is governed by Indian law and subject to jurisdiction of competent courts in Mumbai, Maharashtra. Any disputes will be resolved per Consumer Protection Act 2019 provisions13.

Data Protection

Customer information and video evidence will be handled per applicable privacy laws and used solely for claim processing and quality improvement purposes.

Last Updated: July 22, 2025
Effective Date: Immediate

This policy ensures comprehensive protection for both ArtyFex and customers while maintaining strict compliance with Indian consumer protection laws and e-commerce regulations. The evidence-based approach prevents fraudulent claims while guaranteeing legitimate customer rights under statutory provisions.