Refund policy


Refund & Exchange Policy – Artisoul Store India

Last Updated: June 2026

1. Our Promise on Handcrafted Products

Variations Are Not Defects

Every Artisoul product is handcrafted by skilled artisans. Natural variations in texture, color, finish, and dimensions are part of handmade craftsmanship and should not be considered defects.

Minor variations do not qualify for returns or exchanges.

However, we take full responsibility for:

  • Damaged products

  • Incorrectly shipped products

  • Products that do not match the order

2. What Is Eligible for Return or Exchange

Eligible

  • Product arrived visibly damaged or broken

  • Wrong item delivered

  • Item missing from the order

  • Significant quality defect (excluding natural variations)

Not Eligible

  • Change of mind after delivery

  • Natural variations in color, texture, or finish

  • Customized or personalized orders

  • Bulk or corporate orders (covered by separate agreements)

  • Items not returned in original condition and packaging

  • Requests raised after 48 hours of delivery

3. Time Window to Raise a Request

48-Hour Rule

All return or exchange requests must be submitted within 48 hours of delivery confirmation.

Exceptions:

  • Hidden defects discovered during use may be reported within 7 days of delivery.

4. How to Raise a Request

Step 1: Provide Order Details

Send:

  • Order ID

  • Registered email address or phone number used for purchase

Step 2: Share Clear Photos

Provide photos showing:

  • The item

  • Packaging

  • The issue

Videos are accepted for breakage claims.

Step 3: Brief Description

Explain:

  • What went wrong

  • Whether you want a return or exchange

Step 4: Review Process

The Artisoul team reviews the request and confirms eligibility within 1 business day.

Step 5: Resolution

  • Approved returns are picked up within 3–5 business days

  • Replacements are dispatched within 7–10 business days, depending on artisan availability

5. Refunds

When Refunds Apply

Artisoul prefers exchanges over refunds.

If a replacement is not possible because the item is out of stock or discontinued, a full refund will be issued.

Refund Method

  • Original payment method, or

  • Store credit (customer's choice)

Processing Time

Refunds are processed within 5–7 business days after pickup and quality inspection of the returned item.

6. Corporate & B2B Orders

For bulk corporate gifting or hospitality orders:

  • Returns and exchanges are governed by the purchase order or service agreement.

  • If no special terms exist, the standard direct-to-customer policy applies.

  • Bulk order issues should be handled through the assigned account manager.

7. Customized & Personalized Orders

Made-to-Order Items

Products that are:

  • Engraved

  • Embroidered

  • Custom-painted

  • Personalized in any way

are non-returnable and non-exchangeable, unless:

  • They arrive damaged, or

  • They are produced incorrectly compared to the approved design.

8. Shipping Charges on Returns

Who Pays?

Artisoul pays return shipping if:

  • The item is damaged

  • The wrong item was sent

  • An item is missing

Customer pays return shipping if:

  • The return is approved for any other eligible reason.

9. Contact Information

Artisoul Customer Care

Email: contact@artisoul.store

WhatsApp: 7878103316

Business Hours: Monday–Saturday, 10:00 AM – 6:00 PM IST

Response Time: Within 1 business day

Note: This policy may change from time to time. The version in effect at the time of purchase will apply.