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Returns & Refunds Policy

Last Updated: January 2025

At Ourartworks, every product is handmade and customized with care. Since our items are created based on customer-provided images, returns and refunds are limited to specific conditions only.

Please read the policy carefully before placing an order.

1. Eligibility for Returns

We accept returns only under the following conditions:

1.1 Damaged Product

If the product is damaged during transit.

1.2 Wrong Product Delivered

If you receive a different product than what you ordered.

Returns are NOT accepted for:

  • Change of mind
  • Customer dissatisfaction due to low-quality images provided
  • Size or design misunderstanding after order approval
  • Custom-made products (unless damaged or incorrect)

2. Mandatory Proof Requirement

To process a return claim, the customer must provide:

2.1 Mandatory Unboxing Video

  • The unboxing video must start before opening the package
  • The courier label, package, and opening must be clearly visible
  • Without this video, returns cannot be accepted under any circumstance

2.2 Photo Proof

Clear photos of the issue must also be provided.

Both proof types are required.

3. Reporting Time Window

Issues must be reported within 48 hours of receiving the product.

Proof (photos + unboxing video) must be taken before the package is fully opened.

After 48 hours, no return or refund requests will be accepted.

4. Replacement & Refund Policy

4.1 Replacement

If the claim is valid, the product will be replaced at no extra cost.

4.2 Refund (Special Cases Only)

If replacement is not possible due to:

  • Out of stock
  • Time limitations
  • Material unavailability

We will refund 75% of the paid amount.

(25% is deducted as production, labor, and handling cost.)

Full refunds are not available for customized products unless proven damaged or incorrect.

5. Custom Product Return Rules

For photo frames and custom-made items:

  • No returns or refunds after production begins
  • Returns accepted only if damaged during transit
  • Returns accepted only if the wrong product is delivered

6. Return Shipping Charges

If a return is accepted:

  • Customer is responsible for paying the return shipping cost
  • Ourartworks is not responsible for delays, loss, or damage during return shipping

7. Refund Timeline

Refunds (when applicable) will be processed:

  • Only after the returned product is received and verified
  • Within 3–5 working days after verification

Refund will be sent through UPI or the original payment method.

8. Cancellation Policy

Orders can be cancelled:

  • Only before production begins
  • Production begins 4–5 hours after order confirmation
  • Customers must cancel by phone call within this window

Once we start working or send the printing approval message, cancellation is no longer possible.

We always inform customers before the work starts.

9. Damaged During Transit

If the product arrives damaged:

  • Mandatory unboxing video is required
  • Issue must be reported within 48 hours
  • A replacement will be issued after verification

10. Failed Delivery / No Response

If delivery fails due to:

  • Wrong address provided
  • Customer unreachable
  • Customer not responding to courier calls

Then:

  • Customer must pay re-shipping charges
  • If there is no enquiry or response after delivery attempt, the order will be considered completed

11. Contact for Returns

For return-related queries:

Phone: +91 63811 57296

Email: ourartworkss@gmail.com

(Additional support email will be added soon.)