RETURN, CANCELLATION & REFUND POLICY
Effective Date: 18 August 2026
At Timeless Artisans, every product is carefully packed and prepared for delivery. Because our products are handcrafted furniture and décor pieces, we follow a specific delivery and transit-damage procedure to protect both the customer and the integrity of the product.
1. ALL PRODUCTS ARE NON-RETURNABLE
All products sold by Timeless Artisans are non-returnable after successful delivery, except where the product is found to have been damaged during transit, is materially defective, or another remedy is required under applicable law.
We do not offer general returns simply because a customer changes their mind, dislikes the product after delivery, or no longer requires the product.
Customers are therefore advised to carefully review the product photographs, dimensions, specifications, materials and other information before placing an order.
2. MANDATORY UNPACKING VIDEO FOR TRANSIT DAMAGE CLAIMS
If you receive a product that appears to be damaged during transit, you must record a continuous, uninterrupted and unedited video while opening and unpacking the package.
The video must begin before the package is opened and continue continuously until the product has been completely unpacked and the damaged portion, if any, is clearly visible.
The package/product should not be opened before the video recording begins.
The video should clearly show:
- The unopened package from all reasonably relevant sides.
- Shipping labels and package condition.
- Any visible external damage to the packaging.
- The complete opening/unpacking process.
- The product being removed from the packaging.
- The complete product condition.
- The damaged portion clearly and visibly.
- Any protective packaging surrounding the damaged area.
3. VIDEO REQUIREMENTS
For a transit-damage claim to be considered, the unpacking video must be:
- Continuous from the beginning of unpacking until the damage is exposed.
- Original/raw footage.
- Unedited.
- Uncut.
- Uninterrupted.
- Clearly visible and sufficiently detailed to establish the condition of the package and product.
Edited, cut, stitched, morphed, manipulated or otherwise altered videos will not be accepted as evidence of transit damage.
Do not pause the recording and resume later.
Do not open the package before starting the recording.
Do not dispose of the original packaging until the claim has been resolved.
4. REPORTING A TRANSIT-DAMAGE CLAIM
If the product is damaged, contact Timeless Artisans as soon as reasonably possible after delivery.
Send the following to:
customerfirst@timelessartisan.in
- Order number
- Customer name
- Contact number
- Continuous raw unpacking video
- Additional photographs/videos, if requested
- Description of the damage
Our team may request additional information or evidence where reasonably necessary to assess the claim.
5. VERIFICATION OF DAMAGE
After receiving the unpacking video and relevant information, Timeless Artisans will review the evidence to determine whether the damage appears to have occurred during transit.
The claim will be assessed based on the condition of the package, the unpacking sequence, the visible product condition and the available evidence.
Submission of a video does not automatically constitute acceptance of a damage claim.
The final determination will be made after reasonable verification, subject to applicable law.
6. APPROVED TRANSIT-DAMAGE CLAIMS
If the transit damage is successfully verified and the claim is approved, Timeless Artisans will arrange for the same item to be replaced and delivered to the customer, subject to availability.
The replacement will be for the same product ordered and will not ordinarily be treated as an opportunity to exchange the product for another design or model.
If the same product is unavailable, Timeless Artisans will communicate an appropriate alternative resolution with the customer, subject to applicable law.
7. NO ORDINARY RETURNS OR EXCHANGES
Products cannot ordinarily be returned or exchanged because of:
- Change of mind
- Personal preference
- Change in interior décor
- Product no longer being required
- Difference in expectations where the product corresponds to its description
- Minor natural variations inherent in handcrafted products
For handcrafted products, natural variations in wood grain, colour, carving, marble veining, ceramic detailing, cane texture and finish may occur.
Such variations are characteristics of handcrafted materials and do not by themselves constitute transit damage or a product defect.
8. CUSTOM OR MADE-TO-ORDER PRODUCTS
Customised, personalised or made-to-order products may be subject to additional restrictions and may not be eligible for cancellation, return or exchange once production has commenced, except where required by applicable law or where the product is defective, damaged or materially different from what was agreed.
9. CANCELLATION BEFORE DISPATCH
If you wish to cancel an order, contact us as soon as possible at:
customerfirst@timelessartisan.in
A cancellation request received before dispatch may be considered, subject to the product-specific conditions and applicable law.
Once an order has been dispatched, cancellation may no longer be possible through the standard cancellation process.
For customised or made-to-order products, cancellation may be restricted once production has commenced.
10. REFUNDS
Timeless Artisans primarily resolves approved transit-damage claims through replacement of the same item.
Where a refund is required or agreed upon under applicable circumstances, the refund will generally be processed through the original payment method, wherever technically possible.
The time required for the amount to appear in the customer’s account may depend on the relevant bank, card issuer, UPI provider, payment gateway or other financial institution.
11. IMPORTANT CUSTOMER RESPONSIBILITY
Customers purchasing furniture and décor from Timeless Artisans are strongly advised to inspect the package before opening it and begin recording the complete unpacking process.
Failure to provide the required continuous raw unpacking video may make it difficult for Timeless Artisans to verify whether damage occurred during transit.
This evidence requirement is intended to establish the condition of the package and product at the time of delivery and to protect customers, logistics partners and Timeless Artisans from disputed damage claims.
Nothing in this policy is intended to exclude or restrict any consumer right or remedy that cannot lawfully be excluded or restricted under applicable law.
12. CONTACT FOR DAMAGE CLAIMS
Timeless Artisans
Email: customerfirst@timelessartisan.in
Phone: +91 3345319536 / +91 8130647617
Address:
Shop 23, 1st Floor,
Unnayan Commercial Complex,
Survey Park, Kolkata,
West Bengal, India
PIN: 700075
13. POLICY CHANGES
Timeless Artisans may update this policy from time to time. The latest version published on this page will contain the applicable Effective Date.
Where applicable law provides a consumer with rights or remedies that differ from this policy, those statutory rights will prevail.