Legal Document
Refund & Return Policy
We want you to be completely satisfied with your Atelier Ākāra purchase. This policy explains your rights and the process for returns, refunds, and exchanges in accordance with the Consumer Protection Act, 2019.
Section 01
Overview
Every piece we make is precision-crafted to order, so we take quality seriously. If something arrives damaged, defective, or not as described, we will make it right — fully, without friction.
If a product arrives damaged or defective, we will arrange a free pickup and issue a full refund or replacement — no questions asked. Email us within 7 days of delivery with your order number and a photo.
Section 02
Return Window
We offer a 7-day return window from the date of delivery, as mandated by the Consumer Protection Act, 2019.
The 7-day period begins from the day the product is marked as delivered by our logistics partner. To be eligible, the return request must be initiated via email to support@akaraonline.co.in within this window, with your order number.
Conditions for All Returns
- Return request initiated within 7 days of delivery
- Product in its original condition — unused and unaltered
- Original packaging intact (minor transit-related marks on outer packaging are acceptable)
- Proof of purchase (order confirmation email or invoice)
- Clear photograph of the product and any damage provided at time of request
Section 03
What Can Be Returned
- Product arrived physically damaged (cracked, broken, chipped)
- Manufacturing defect (visible print layer failure, structural fault)
- Wrong product delivered (different item from what was ordered)
- Product significantly different from website description
- Missing product from a multi-item order
- Custom colour orders (non-returnable — stated at checkout)
- Products showing signs of use, cleaning, or modification
- Damage caused by customer mishandling after delivery
- Change of mind after receiving an undamaged product
- Normal dimensional tolerance of ±2–3mm
- Variation in colour due to screen display differences
- Products returned after the 7-day window
Custom colour selections (non-standard finishes requested at checkout) are final sale — they cannot be returned unless the product is defective. This is disclosed at the time of ordering.
Section 04
Non-Returnable Items
The following items cannot be returned under any circumstance, except where a manufacturing defect is confirmed:
- Personalised or custom-colour pieces
- Products that have been used, planted in (planters), or filled with water (vases)
- Products with packaging damage caused by the customer
- Items returned without prior approval from our team
- Products that are part of a bundle, once partially used
Section 05
Return Process — Step by Step
Section 06
Refund Timeline
| Payment Method | Refund Timeline | Notes |
|---|---|---|
| Razorpay (Card / UPI / Net Banking) | 5–7 business days | Processed via Razorpay to the original source |
| UPI Direct | 3–5 business days | Refunded to the originating UPI ID |
| Bank Transfer (NEFT / IMPS) | 7–14 business days | We will request your bank account details |
Timelines are from the date we confirm the refund, not from the date of return initiation. Bank processing times may vary and are outside our control.
The refund amount will include GST as shown on your invoice. A credit note will be issued in accordance with GST rules (Section 34 of the CGST Act, 2017).
Section 07
Refund Methods
Refunds are always issued to the original payment method used at the time of purchase. We do not issue cash refunds or store credit unless the original payment method is no longer available, in which case we will contact you to arrange an alternative.
We do not charge any processing fee for approved refunds.
Section 08
Exchanges
We offer exchanges for a different size or colour variant of the same product, subject to availability in our current stock. Exchange requests are handled the same way as returns:
- Initiate the exchange within 7 days of delivery via email
- The original product must meet all return conditions (unused, original packaging)
- If the replacement variant costs more, the price difference will be billed; if less, a partial refund will be issued
- Custom colour pieces cannot be exchanged for other custom colours — only for standard catalogue colours
Lead time for exchanged products is 2–3 weeks from when we receive the original item back.
Section 09
Return Shipping Costs
| Return Reason | Who Pays | Method |
|---|---|---|
| Damaged / defective product | We pay | We arrange reverse pickup at no cost |
| Wrong product delivered | We pay | We arrange reverse pickup at no cost |
| Change of mind (undamaged product) | Customer pays | Customer to ship to our studio; cost varies by courier |
For customer-paid returns, we recommend using a tracked courier. We are not responsible for items lost in transit when the customer arranges the return shipment.
Section 10
Warranty
All Atelier Ākāra products carry a 30-day manufacturing defect warranty from the date of delivery. This covers:
- Structural failure under normal indoor use
- Print layer delamination not caused by water exposure or physical impact
- Significant colour fading or surface defect not caused by sunlight exposure
Warranty does not cover
- Damage from dropping, impact, or mishandling
- Outdoor use — our products are rated for indoor use only
- Water damage from submerging, overwatering, or prolonged moisture exposure
- Normal wear and surface micro-scratches from regular use
- Dimensional tolerance of ±2–3mm (inherent to 3D printing)
Custom colour orders carry the same 30-day manufacturing warranty but are non-returnable for preference-based reasons. The warranty applies only to structural/print defects, not colour preference.
Section 11
Contact Us
To initiate a return, exchange, or warranty claim — or if you have any questions about this policy — please reach out:
When emailing, please include your order number, photographs of the product, and a brief description of the issue to help us resolve your request as quickly as possible.