Refund policy

Return and Refund Policy

1.0 Scope and General Provisions
This Return and Refund Policy (the “Policy”) governs the conditions, procedures, and limitations under which merchandise purchased through this platform may be returned, exchanged, or refunded. By executing a transaction on this platform, the consumer (hereafter “the Customer”) explicitly acknowledges and consents to the stipulations outlined herein. The management reserves the right, at its sole discretion, to evaluate and adjudicate all return and refund requests strictly in accordance with this documented protocol.

2.0 Eligibility Criteria for Returns
Subject to the exclusions detailed in Section 3.0, the Company shall accept return requests exclusively when the following conditions are met in their entirety:

  • Temporal Limitation: The intent to return must be formally communicated to our designated support channels within seven (7) calendar days from the timestamp of confirmed delivery.

  • Merchandise Condition: Eligible articles—including but not limited to raw crafting materials, standard MDF bases, clock mechanisms, and unassembled DIY kits—must be returned in their original, unadulterated condition. This mandates that the items remain completely unused, devoid of any surface alterations, and housed within their original, undamaged commercial packaging, inclusive of all peripheral accessories, manuals, and protective inserts.

  • Proof of Acquisition: All return claims must be accompanied by the original digital or physical commercial invoice, order confirmation number, and corresponding proof of payment.

3.0 Non-Returnable and Non-Refundable Merchandise (Exemptions)
Given the highly specialized and artisanal nature of the inventory, specific product categories are expressly exempt from our return and refund provisions. The Company assumes no liability for returns or exchanges on the following:

  • Bespoke and Commissioned Goods: Any merchandise subject to custom personalization, including but not limited to monogrammed box clutches, custom-engraved nameplates, specific color-poured agate bases, and tailored invitation preservation plaques, constitutes a binding, final-sale transaction.

  • Organic and Sentimental Preservation: Items encompassing the preservation of customer-provided organic matter (e.g., Varmala garlands, dried bridal bouquets, organic botanicals) cannot be returned, exchanged, or refunded under any circumstances due to the irreversible nature of the epoxy resin encapsulation process.

  • Consumables and Chemicals: Liquid epoxy resin and hardener systems, UV resins, pigment pastes, and metallic electroplated granules are ineligible for return once the proprietary factory seal has been breached, citing chemical safety and contamination protocols.

4.0 Adjudication of Manufacturing Defects and In-Transit Damages
The Company maintains stringent quality assurance protocols. However, in the event that merchandise is received in a structurally compromised or materially defective state, the Customer must adhere to the following strict liability procedure:

  • Reporting Window: Claims pertaining to structural damage or missing components must be registered within forty-eight (48) hours of recorded delivery.

  • Evidentiary Requirements: To substantiate a damage claim, the Customer is required to provide continuous, unedited unboxing video evidence, alongside high-resolution photographic documentation clearly illustrating the cited defect and the condition of the external shipping carton.

  • Artisanal Tolerances: The Customer acknowledges that epoxy resin casting is a manual, artisanal process. Minor textural discrepancies, micro-bubbles, slight pigment variations, and negligible dimensional tolerances (e.g., within 1-2 mm on MDF base thicknesses) are inherent characteristics of handmade goods and do strictly not qualify as manufacturing defects warranting a refund.

5.0 Refund Mechanics and Processing Protocols
Upon physical receipt and subsequent qualitative inspection of the returned merchandise at our fulfillment center, the Customer will be notified via formal electronic correspondence regarding the approval or rejection of the refund request.

  • Approved Disbursements: If authorized, the corresponding funds shall be disbursed exclusively to the original financial instrument utilized during the primary transaction.

  • Processing Latency: Authorized refunds are subject to standard banking clearance cycles, typically requiring five (5) to ten (10) business days to reflect in the Customer’s financial statement.

  • Non-Refundable Surcharges: Initial freight charges, handling fees, and any applicable localized taxes or duties incurred during the original transaction are strictly non-refundable and shall be deducted from the finalized refund quantum.

6.0 Return Logistics and Freight Apportionment
Unless the return is authorized under Section 4.0 (verifiable damage or fulfillment error), the Customer shall bear full financial liability for all return shipping logistics.

  • The Company strongly mandates the utilization of a trackable freight service equipped with adequate transit insurance, as the Company assumes no custodial responsibility for returned merchandise lost or damaged during reverse transit.

  • Merchandise returned independently without prior authorization and a verified Return Merchandise Authorization (RMA) ticket will be systematically rejected and returned to the sender at their sole expense.

7.0 Order Modification and Cancellation Policy

  • Standard Inventory: Orders comprising standard, non-customized inventory may be canceled without penalty provided the physical dispatch process has not been initiated.

  • Custom Merchandise: Orders for bespoke or preservation pieces may only be canceled within twenty-four (24) hours of transaction execution. Post this temporal window, the procurement of raw materials and the artisanal crafting process commences, rendering the order strictly non-cancellable and non-refundable.