Refund policy

Return & Exchange Policy – GoldenArtwork

At GoldenArtwork, we take great care in preparing, inspecting and securely packaging every order before dispatch. As many of our products are decorative, delicate and artistic in nature, we have a specific return and exchange policy to ensure a fair experience for both our customers and our brand.

Please read the following policy carefully before placing your order.

1. When Can You Request a Return or Exchange?

A return or exchange may be considered only in the following situations:

  • The product arrives damaged or broken during transit.
  • You receive a wrong product that does not match the product ordered.
  • The product has a major manufacturing defect that was present at the time of delivery.

Any claim must be reported to GoldenArtwork within 48 hours of delivery.

Requests made after this period may not be accepted.

2. Unboxing Video Is Mandatory

For any claim regarding a damaged, broken, defective or incorrect product, a complete and clear unboxing video is mandatory.

The unboxing video must:

  • Be recorded before opening the package.
  • Clearly show the complete outer packaging.
  • Clearly show the shipping label/AWB label attached to the package.
  • Show the condition of the package from different sides.
  • Continue without cuts, edits or interruptions while the package is being opened.
  • Clearly show the product and the issue after opening.

If a valid unboxing video showing the shipping label is not provided, the return or exchange request may be rejected.

Photos alone may not be sufficient to process a damage or wrong-product claim.

3. Damaged or Broken Product

If your order arrives damaged or broken, please contact us within 48 hours of delivery.

Please keep the following ready:

  • Order ID
  • Complete unboxing video
  • Clear photographs of the product
  • Photographs/videos of the outer packaging
  • Visible shipping label/AWB label
  • Clear photographs/videos showing the damage

Please do not discard the product, box, packaging material or any accessories until the issue has been resolved.

After reviewing the submitted evidence, our team will determine whether the claim is eligible.

If the claim is approved, GoldenArtwork may provide a replacement, exchange or refund, depending on the product and availability.

4. Wrong Product Received

If you receive a product that is different from the product you ordered, please contact us within 48 hours of delivery.

A valid unboxing video showing the shipping label and the product received will be required for verification.

Once the claim is verified and approved, we may arrange an appropriate replacement or exchange for the correct product.

5. Colour Variation Policy

Please understand that the actual colour of a product may vary slightly from the colour shown in product photographs.

This can happen due to:

  • Photography lighting
  • Camera settings
  • Different screen/display settings
  • Brightness and colour calibration of your device
  • Manufacturing or finishing batches
  • Hand-painted or handcrafted finishing

Therefore, minor differences in colour, shade, tone, texture, gloss or finish are considered normal and are not treated as a product defect.

Important:

Returns or exchanges will NOT be accepted solely because the customer feels that the colour or shade looks slightly different from the product image displayed on the website.

However, if the completely wrong colour/variant is sent compared to the colour/variant selected and ordered by the customer, it may be treated as a wrong-product case, subject to verification and the mandatory unboxing-video requirement.

6. Change of Mind & Personal Preference

We do not accept returns or exchanges for reasons including:

  • Change of mind
  • Product no longer required
  • Personal preference
  • Colour preference
  • Slight colour difference
  • Product looking different due to screen settings
  • Minor differences in texture or finish
  • Customer not liking the product after delivery
  • Ordering the wrong size
  • Ordering the wrong variant
  • Product not matching personal expectations

Customers are requested to carefully check the product images, description, size and variant information before placing an order.

7. Size & Measurement

For products available in different sizes, customers should carefully select the required size before placing the order.

Returns or exchanges will not be accepted because the customer selected the wrong size or later feels that the product is smaller or larger than expected.

Please refer to the size mentioned on the respective product page before ordering.

8. Handcrafted & Decorative Product Variations

GoldenArtwork products may have slight variations in:

  • Colour
  • Texture
  • Finish
  • Pattern
  • Paint application
  • Gloss
  • Minor surface details

These variations can occur due to the manufacturing and finishing process and may give each product its own individual appearance.

Such minor variations are not considered defects and are not eligible for return or exchange.

9. Product Condition for Approved Returns

If a return is approved by GoldenArtwork, the product must be returned in the condition specified by our team.

The product should be:

  • Unused
  • Undamaged
  • Properly packed
  • Accompanied by the original packaging and accessories, wherever applicable

Products that have been intentionally damaged, altered, misused or returned without required components may not be eligible for a refund or exchange.

10. Return/Exchange Approval

Submitting a return or exchange request does not automatically guarantee approval.

Every claim will be reviewed by the GoldenArtwork team based on:

  • Order details
  • Unboxing video
  • Photographs/videos
  • Product condition
  • Packaging condition
  • Nature of the issue

The final decision regarding eligibility will be made after verification.

11. Refunds

If a refund is approved, the refund will be processed through the applicable payment method or process used by GoldenArtwork.

The time taken for the amount to reflect in the customer's account may depend on the payment gateway, bank or financial institution.

12. Important Customer Responsibility

To protect yourself against transit-related damage, we strongly recommend recording a complete unboxing video for every order, even if the outer package appears completely fine.

The video should begin before opening the package and should clearly show the shipping label.

This video serves as important evidence in case a product is damaged, broken or incorrectly delivered.

📌 In Short

Returns/Exchanges are considered only for:

✔️ Damaged/Broken product received
✔️ Wrong product received
✔️ Major manufacturing defect

Returns/Exchanges are NOT accepted for:

❌ Slight colour variation
❌ Shade/finish differences
❌ Change of mind
❌ Personal preference
❌ Wrong size selected by customer
❌ Product no longer required
❌ Minor texture/finish variations
❌ Difference caused by screen/lighting
❌ Any issue without the required unboxing video

All damage, defect and wrong-product claims must be reported within 48 hours of delivery with a clear, continuous unboxing video showing the shipping label.