Return and Refund

What is ARTNWEAVES Return Policy?
Our Buyer Protection Program” allows for easy returns and refunds for:
• Products which you received in “Damaged/Defective/Broken” condition
• Products not as per description/photo on the website but only with a variance greater than 10 to 15% would be considered for return.
All products must be returned in their original condition along with the bills and labels. Please follow the below given steps to register your dispute within 7 days of receipt of the product. Disputes registered after 3 days of delivery may not be entertained by the sellers.
Note: Items falling under following categories CANNOT be returned
• Bulky items like Furniture/ Statues/ Paintings
• Custom stitched, woven, Handmade wood craft or any other custom made products

How to raise dispute for an order?
You can raise a dispute within 3 days of delivery by sending a mail to contactus@artnweaves.com

What happens after a dispute is raised?
ARTNWEAVES.COM team would connect with you over mail / phone and take this to a conclusion.

What to do if Seller is not responding to the dispute?
The artisans / artists are from remote villages across the country. They have limited access to mails and internet etc. hence ARTNWEAVES.COM team would connect with you over mail / phone and take this complaint to a conclusion

Who pays for the delivery charges for returning of products?
ARTNWEAVES.COM will pay Rs.100 to you against shipping charges in cases where we request you to ship the product. Please pack well when you are returning the product so that it reaches the seller in good condition.
The amount you paid while placing the order along with the above mentioned Rs.100 will be directly refunded back to your bank account/credit card/debit card within 3-5 working days of refund.

When will I be refunded?
Reverse Pickup Orders:
We will initiate refund once the item is picked up by our courier partner. Once received at home location we shall refund the amount within 3 to 7 working days.
Self-Ship Orders:
We will initiate refund when we are in receipt of the item back from you or the online tracking shows as delivered to our address. The refund amount will be credited within 3-7 working days after we initiate the refund.

Can I return a part of my order?
Yes, a return can be created at item level but if you have ordered multiple quantities of the same item, you cannot initiate a return for a partial quantity.

What items are not returnable?
Note: Items falling under following categories CANNOT be returned
• Bulky items like Statues/ Paintings
• Customized Handmade wood craft or any other custom made products cannot be returned

What are the shipping charges?
Delivery charge varies with each product based on volume, size, height, weight etc. Some items may have a shipping cost depending on the nature of the product. For International orders, the shipping charges are different for different items and is mentioned clearly on the product page. Also Prices may be different for different countries to account for shipping costs as sellers are free to set their prices and prices listed in INR are only for India.

What is the estimated delivery time?
The estimated time of delivery varies from 15 to 30 working days to 12 months for domestic orders and 30 working days to 12 months for international orders depending on the product for which orders are placed. This also depends on the quantities required which shall be intimated over mail to the buyer. All products are handmade / hand crafted based on the order placed by the buyer. The same is updated on the portal for buyer / customer convenience.

How will the delivery be done?
• We try to process all deliveries through reputed courier companies. We have partnered with India Post and other reliable transporters for the same. In some cases, where the pin/zip code is not serviceable by these courier companies, we use Indian Speed Post for those deliveries.
• If there is no courier service available in your area, we will get in touch with you and try to work out a convenient alternate delivery location that is serviced by our courier partners.

Does ARTNWEAVES deliver internationally?
Yes, we do deliver items internationally. You are more than welcome to make your purchases on our site from anywhere in the world. We use multiple shipping partners to deliver your shipments safely and timely to you. We shall inform you shipping charges which is extra and payable to us as and when such orders are received for International destinations. The pricing on the portal is for India only.

How can I track the delivery of my order?
All items are delivered through reputed courier partners who will provide a Tracking ID for your order. You can track your order by login into your account.
We also email you the tracking details after we dispatch your order.

What does “Out of Stock” mean?
It means that currently, the item is not available for sale. If such an event occurs you may write to contactus@artnweaves.com to enquire about the creation, Delivery etc

How are items packaged?
All items are carefully packaged as to avoid any form of damage.

Who would be responsible for paying local taxes in countries outside of India?
Customs Duty & other international taxes etc. if applicable will have to be borne by the customer according to the laws of the land.

How do I pay for an ARTNWEAVES purchase?
ARTNWEAVES offers you multiple payment methods. Whatever your online mode of payment, you can rest assured that ARTNWEAVES trusted payment gateway partners use secure encryption technology to keep your transaction details confidential at all times.
You may use Internet Banking, Debit Card, and Credit Card to make your purchase. We also accept payments made using Visa, MasterCard credit/debit cards and International cards issued in India.
Current Payment modes on ARTNWEAVES.COM through our Payment gateway partner PayU are mentioned below.
– Credit Card – We support all major local and international credit cards (visa, Amex, Master Card, Diners Discover).
– Debit Card – Visa, Master card, Rupay, Maestro.
– Net Banking – We have more than 50+ net banking options including all Major banks.
– Wallet – PayUmoney, Airtel money, Oxigen, paycash, Ypay, payzapp, Itz Are live and Mobikwik will be live soon.
– We are PCI/DSS & SSL certified.

What is Cash on Delivery?
We do not subscribe to COD / Cash on Delivery as these products are handmade / hand crafted. All products ordered on the portal need to be paid in advance only.

How do I pay using a Credit/Debit card and is it safe?
We accept all VISA, MasterCard issued in India. Customers will need to key in their 16-digit Credit/Debit Card number and the 3 digit CVV Code (Card Verification Value – found on the back of the card) and complete the payment flow.

What credit cards are supported?
We accept all MasterCard, Visa credit cards issued in India. The same is mentioned above

Do you accept international credit cards on ARTNWEVES?
Currently we do not accept cards issued by International agencies / banks etc. We shall have this facility integrated shortly. All payment options offered by our payment gateway partner are mentioned above.

Can I make a credit/debit card or Internet banking payment through my mobile?
Yes, you can make credit card payments through the ARTNWEAVES website. ARTNWEAVES uses 128-bit encryption technology to protect your card information while securely transmitting it to the secure and trusted payment gateways managed by leading banks. All payment options offered by our payment gateway partner are mentioned above.

Is it safe to use my credit/debit card on ARTNWEAVES?
All Credit/Debit card details remain confidential and private. ARTNWEAVES and our trusted payment gateways use SSL encryption technology to protect your card information. The details are mentioned above.

Does ARTNWEAVES store my credit card information?
No, ARTNWEAVES does not collect or store your account information at all. Your transaction is authorized at multiple points, first by PayU and subsequently by Visa/MasterCard secure directly without any information passing through us.

What Net Banking and Debit Card options do I have?
You can make payments through Internet banking, Debit / Credit cards issued by Indian Banks. Please ensure they are Master and Visa Cards issued in India and International credit cards issued by Indian Banks. All payment options offered by our payment gateway partner are mentioned above.

Who bears the GST or other taxes for certain locations in India?
We are GST compliant and shall issue GST invoices at the time of shipping.

Who would be responsible for paying local taxes in countries outside of India?
Customs Duty & other international taxes etc. if applicable will have to be borne by the customer according to the laws of the land.
Order Status

How do I check the current status of my orders?
You can review the status of your orders and other related information in the ‘My Account’ section In the My Account page, click on the ‘My Orders’ link to view the status of all your orders. To view the status of a specific order, click on the ‘Order Number’ link.

What do the different order status mean?
• Processing: We have received authorization from the payment gateway and are processing your order.
• Accepted by Artisan: The Artisan has accepted to cater to your order.
• Packing Order: Your order is getting ready to be shipped to you.
• In Transit: Your order has been shipped out of our seller’s warehouse and is on its way to your delivery location.
• Partially shipped: Sometimes when you have ordered multiple items, we may have to ship them separately.
• Delivered: Your order has been delivered at your specified delivery location.
• Order Cancelled: The order has been cancelled.
When and how can I cancel an order?
You can cancel your order within 24 hrs at any point after placing an order only. All our products are custom made and created once the buyer / customer places the order. You cancel it directly by login into Your Account or write to us on contactus@artnweaves.com .
What happens to the order in case of payment failure?
While placing an order, if your payment fails but you still wish to order the products, you can go to Your Account and re-order the products from the ‘Pending Orders’ section.
Please note that the payment link generated to re-order those products is valid only for 3 days as per our payment gateway’s guidelines.
My Account

What is ‘My Account’? How do I update my information?
It is easy to update your ARTNWEAVES account and view your orders any time through ‘My Account’. ‘My Account’ allows you complete control over your transactions on ARTNWEAVES

• Manage/edit your personal data like address, phone numbers, email ids
• Change your password
• Track the status of your order
How do I know my order has been confirmed?
Once we receive your order, the seller confirms receipt of the order and begins processing it. You will receive an email containing the details of your order. In this email you will be provided with a unique Order ID (eg.ANW001), a listing of the item(s) you have ordered. You will also be notified when the product(s) are shipped to you. Shipping details will be provided with the respective tracking number(s).

Why do I see different prices for the same product?
A product could be listed under different prices. There could be various artisans offering you the same product but at a different price. That is the nature of ARTNWEAVES marketplace, where different artisans compete for your order.

Is it necessary to have an account to shop on ARTNWEAVES?
You can shop on ARTNWEAVES by providing just your email ID & a mobile number. While it is not necessary to have an account to shop for and purchase items, it is recommended that you create one. By creating your own account, you can enjoy a personalized shopping experience, quicker checkout and can easily manage your orders as well.
Can I order a product that is ‘Out of Stock’?
Yes you can order products listed as ‘Out of Stock’ are not available for sale. Please write to contactus@artnweaves.com

Contact us
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