Returns, Refunds & Order Resolution Policy

At Vitesha Artistry, many products are handmade, customised, personalised, made-to-order or sourced specifically against a buyer’s requirement. Our orders may therefore differ substantially from conventional ready-stock retail purchases.

For this reason, returns, refunds, replacements and other resolutions are assessed against the specifications, samples, references, quantities and commercial terms agreed for each individual order rather than through a blanket retail return policy.

1. Inspection of Goods After Delivery

The buyer is responsible for inspecting the goods after receiving the shipment.

The applicable inspection period may vary depending on the nature, quantity and complexity of the order and will be communicated through the relevant quotation, order confirmation, invoice, purchase order or other agreed commercial terms.

Larger or more complex shipments may therefore have a longer inspection period than smaller orders so that the buyer has a reasonable opportunity to inspect the supplied goods.

2. Registering a Complaint

Any issue concerning an order must be reported within the applicable inspection period communicated for that order.

The buyer must submit the issue through the Register a Complaint option available on the Vitesha Artistry website.

The complaint should include, wherever applicable:

• Order, invoice or quotation reference
• Product concerned
• Quantity affected
• Clear description of the issue
• Photographs or videos showing the issue
• Photographs of the outer and inner packaging in case of transit damage
• Shipping labels, where relevant
• Any other information reasonably required to assess the complaint

Requests for a return, refund, replacement, repair, remake, commercial adjustment or credit will be considered only after a complaint has been registered through this process within the applicable inspection period.

Registering a complaint does not automatically guarantee a refund, return, replacement or any other specific remedy. The complaint will first be assessed against the agreed requirement and the circumstances of the order.

3. Retention of Goods and Packaging

Where an issue is reported, the buyer should retain the affected goods, original packaging and relevant shipping materials until the complaint has been reviewed by Vitesha Artistry.

Where reasonably possible, photographs or an unboxing video should be recorded when the issue is discovered.

Please do not dispose of, alter, repair or return affected goods before receiving instructions from Vitesha Artistry where doing so could prevent proper assessment of the complaint.

4. Issues That May Be Considered for Resolution

A complaint may be considered where there is evidence of matters including:

• A material difference from the agreed or approved specification
• An incorrect product being supplied
• An incorrect specification being supplied
• An incorrect quantity being supplied
• An avoidable manufacturing or workmanship defect
• Material non-conformity with an approved sample or reference
• Damage attributable to a stage for which Vitesha Artistry is responsible under the agreed commercial scope
• Another legitimate failure to meet the agreed commercial requirement

Assessment will depend upon the nature of the product and the terms applicable to that particular order.

5. Handmade Products and Natural Variation

Many products sourced through Vitesha Artistry derive their character from human skill, traditional processes, natural materials and handmade production.

Minor differences may naturally occur in characteristics such as:

• Colour or shade
• Texture
• Weave
• Brushwork or hand painting
• Carving
• Print placement
• Dimensions
• Surface character
• Other characteristics inherent to the relevant handmade process

Where such variation is natural to the product and remains within the agreed or reasonably accepted standard, it will not by itself be treated as a defect.

Vitesha Artistry distinguishes legitimate handmade variation from avoidable failure or uncontrolled inconsistency.

We do not promise machine sameness. We promise controlled handmade quality.

6. Customised, Personalised and Made-to-Order Products

Many Vitesha Artistry orders involve customisation, personalisation or made-to-order production.

Once an order has been approved and sourcing, procurement, customisation or production has begun, the order may not always be cancellable, returnable or refundable merely because the buyer:

• Changes their mind
• No longer requires the goods
• Changes their preference
• Changes an already approved specification
• Wishes to discontinue the order for reasons unrelated to a failure in the agreed requirement

Any such request will be reviewed according to the stage reached in sourcing or production and the commitments already made specifically for that order.

7. Order Changes and Cancellation

Requests to change or cancel an order should be communicated to Vitesha Artistry as early as possible.

Whether a change or cancellation can be accepted will depend upon factors including:

• Whether sourcing or procurement has begun
• Whether raw materials have already been purchased
• Whether artisans, workshops or production resources have already been committed
• Whether customisation or production has begun
• Whether packaging or documentation has been prepared
• Whether shipping arrangements have already been made
• Other costs or commitments already incurred against the order

Any financial adjustment resulting from an accepted cancellation or modification will be determined according to the applicable order-specific commercial terms.

8. Agreed Specifications and References

The primary basis for evaluating a complaint is what was represented, approved and commercially agreed for the order.

Depending upon the order, this may include:

• Product specifications
• Measurements
• Materials
• Colours
• Motifs or designs
• Approved samples
• Reference images
• Approved prototypes
• Quantity
• Finishing
• Packaging requirements
• Other mutually agreed written requirements

Quality will therefore be assessed according to the nature of the product and the agreed commercial requirement rather than through a single generic standard.

9. Resolution of a Valid Complaint

After reviewing a complaint, Vitesha Artistry will determine an appropriate resolution according to the actual cause of the issue, the extent of the problem, the nature of the product and the applicable commercial terms.

Depending upon the circumstances, a resolution may include:

• Correction or rectification
• Repair
• Replacement
• Remake
• Replacement of the affected quantity
• Commercial adjustment
• Credit
• Refund, where appropriate

The appropriate remedy will be determined after assessment of the complaint and will not automatically be assumed when the complaint is registered.

Where only part of an order is affected, any resolution may also be limited to the affected product or quantity where appropriate.

10. Refunds

A refund may be considered where, after assessment, it is determined to be an appropriate resolution or where the applicable commercial terms otherwise provide for one.

The amount, method and processing conditions of any approved refund will depend upon the circumstances of the order and the relevant commercial agreement.

A refund is therefore not automatically created merely because a complaint or return request has been submitted.

11. Returns

Goods must not be returned to Vitesha Artistry without prior approval and return instructions.

Where a physical return is considered necessary, Vitesha Artistry will communicate the applicable return procedure after reviewing the complaint.

Responsibility for freight, logistics, documentation, duties, taxes and other costs associated with an approved return will be determined according to the cause of the issue and the commercial terms applicable to the order.

12. International Orders and Returns

International returns may involve courier, customs, documentation and re-import procedures.

For this reason, buyers must not independently ship an international order back to India without prior confirmation from Vitesha Artistry.

Where a physical international return is required, Vitesha Artistry will coordinate the appropriate process with the buyer based on the shipment and the applicable commercial terms.

Any customs duties, taxes, freight charges or other costs associated with an international return will be handled according to the circumstances of the complaint and the agreed commercial terms.

13. Transit Damage

Where goods appear to have been damaged during transportation, the buyer should preserve both the product and its packaging until the complaint has been reviewed.

The buyer may be requested to provide photographs or videos showing:

• The outer shipping package
• Shipping labels
• Internal protective packaging
• The affected product
• The nature and extent of the damage

This information may be required to determine responsibility and to coordinate any claim with the relevant logistics or shipping partner.

14. Shipping Insurance for Large or High-Value Orders

For large-volume, high-value, fragile or otherwise commercially significant shipments, transit insurance may be mandatory where specified by Vitesha Artistry in the quotation, order confirmation or shipping terms.

Where insurance is required, shipment should not proceed without the agreed insurance cover unless Vitesha Artistry expressly agrees otherwise in writing.

Insurance is intended to protect the commercial value of the shipment against eligible transit risks such as loss, theft or damage, subject to the terms and exclusions of the applicable insurance policy.

If the buyer declines or fails to arrange required insurance, or requests shipment without the recommended insurance cover, any transit loss or damage that would otherwise have been recoverable through insurance may remain uninsured.

In such circumstances, Vitesha Artistry and the logistics provider may be unable to recover or compensate the full commercial value of the affected goods beyond any liability that may otherwise apply under the agreed shipping terms, applicable law or the logistics provider’s conditions of carriage.

Where appropriate, the insurance requirement, insured value, premium responsibility and claim procedure will be communicated before dispatch.

15. Insurance Claims

Where a shipment is insured and loss or damage occurs during transit, the buyer must cooperate with the documentation required for the insurance or logistics claim.

This may include:

• Photographs or videos
• Packaging evidence
• Delivery documentation
• Damage certificates
• Survey or inspection reports
• Shipping labels
• Invoices or commercial documents
• Any other information reasonably required by the insurer or logistics provider

The buyer should not dispose of damaged goods or packaging until Vitesha Artistry confirms that the required claim documentation has been completed.

Approval or rejection of an insurance claim remains subject to the terms and assessment of the applicable insurer.

16. Order-Specific Commercial Terms

Because Vitesha Artistry operates through requirement-led sourcing, commercial terms may differ between products, quantities, destinations and individual orders.

The following documents or written approvals may contain terms specific to an order:

• Quotation
• Proforma invoice
• Purchase order
• Order confirmation
• Approved sample
• Specification sheet
• Commercial agreement
• Shipping or Incoterm agreement
• Mutually accepted written communication

Where such order-specific terms exist, they will form part of the basis for assessing any cancellation, complaint, return, replacement, credit, insurance claim or refund request.

17. Fair Assessment and Accountability

Vitesha Artistry does not treat every handmade variation as a defect.

At the same time, the handmade nature of a product will not be used as an excuse for avoidable failure.

Where a legitimate quality problem occurs, the buyer should not be required to navigate the individual artisan, maker or workshop involved in production.

Vitesha Artistry remains the buyer-facing commercial counterpart and will manage the issue within the sourcing relationship.

This responsibility does not create an unconditional guarantee against every variation, defect, transit event, customs event, logistics failure or other circumstance outside the responsibility accepted by Vitesha Artistry.

Each case will be assessed according to its actual cause, the agreed requirement, the applicable shipping terms and the commercial responsibility attached to the order.

18. Register a Complaint

For any issue relating to an order, please use the Register a Complaint option available on the Vitesha Artistry website.

Please ensure that the complaint is submitted within the applicable inspection period communicated for your order and includes the relevant supporting information.

Complaints submitted within the applicable inspection period will be reviewed against the agreed requirement and applicable commercial terms before any return, refund, replacement or other resolution is determined.

19. Applicable Rights

Nothing in this policy is intended to exclude or limit any right or remedy that cannot lawfully be excluded or limited under applicable law.