Cancellation & Returns

This Cancellation & Returns Policy applies to prepaid orders placed on artnestindia.com for silicone moulds, casting powder, kits, and other craft supplies. It is part of the contract of sale together with our Terms of Use and Shipping policy.

ArtNest is a direct-to-consumer seller. Goods are handmade, workshop-finished, or imported catalogue items. Slight variation in colour, edge, or finish is inherent and is not a defect.

1. Cancellation before dispatch

All sales are prepaid. There is no cash on delivery, so nothing is collected at the door.

• Before we pack or hand the parcel to Shiprocket — you may ask us to cancel. Write on WhatsApp or email with your order reference (AN-YYYYMMDD-####). If we agree and have not dispatched, we refund the amount paid to the original prepaid method (UPI, card, or net banking).
• After dispatch — the order cannot be cancelled for convenience. Wait for delivery, then use the 24-hour wrong-or-damaged rule below if it applies.
• Shop pickup — you may cancel before we confirm that the order is packed for collection. After you collect and leave the shop, cancellation for change of mind is not available.

We may cancel an order if an item is unavailable after payment, if the address or pincode cannot be served, or if payment is reversed. In those cases we refund the prepaid amount to the original prepaid method (UPI, card, or net banking).

2. Replacement — wrong or damaged only

We will consider a replacement (not a general return) when all of the following are true:

• you raise a support ticket within 24 hours of delivery as recorded by the courier, or within 24 hours of shop collection; and
• the product is wrong (we packed a different SKU than you paid for) or damaged (cracked mould, torn or wet pack, leaked powder, or a kit missing a piece that the listing included); and
• you send clear photographs of the outer packaging, the label, and the item as received, plus your order reference.

A missing piece in a kit or multi-pack is treated as a wrong or incomplete shipment if reported in the same 24-hour window.

If we accept the ticket, we will ship the correct item at our cost, or — if a replacement is not possible — refund as set out below.

3. What we do not take back

• Change of mind, buyer’s remorse, or “I didn’t like it” after you have seen the product.
• Used moulds. Once a mould has been poured, dusted, or otherwise used, it cannot be resold and is not returnable.
• Opened consumables (casting powder, pigments, glue, spray, finishes) unless they arrived damaged or were the wrong SKU and you reported that within 24 hours, unopened as far as the damage allows.
• Goods you used, altered, or stored in a way that caused the problem.
• Colour, edge, or finish variation that is normal for handmade or imported catalogue goods and matches the listing in substance.
• Delay caused by the courier, weather, or a pincode restriction, where the product itself is correct and intact.
• Orders you refused at the door without photographs — we need images to assess transit damage. Accept the parcel, photograph it, and raise the ticket.

4. How to raise a support ticket

Use any one of these channels within 24 hours of delivery or collection. Include your order reference, a short description, and photographs.

• WhatsApp — message +91 91752 78533 (orders line).
• Meanits — the shop assistant on this website. Ask about returns and choose Talk on WhatsApp when you need a human to take the ticket.
• Email — no-reply@artnestindia.com.
• Order page — open My orders or the confirmation / tracking page for your reference and use “Replacement help” or WhatsApp from there.

Business hours: 9-6 IST. Tickets received after hours are treated as received the next working day for our reply, but the 24-hour clock for you starts at delivery or collection.

5. Courier delivery and shop pickup

Courier (Shiprocket from Pune)

• Inspect the outer carton when it arrives. If it is crushed, wet, or open, photograph it before you discard the packaging.
• The 24-hour window runs from the courier’s delivered scan (or the equivalent proof of delivery we receive from Shiprocket).
• Do not refuse the parcel as a substitute for a ticket. Refused parcels without photos are hard to claim and may be treated as delivered intact.
• If we accept a replacement, we will arrange a prepaid return pickup or ask you to hand the item to a courier we book. Do not self-ship unless we ask you to.

Shop pickup (Pune, weekends)

• Please inspect the goods at the shop before you leave. We will correct a wrong or damaged item on the spot where we can.
• Once you leave with the goods, we do not accept change of mind.
• If a defect or packing error is only visible after you leave, raise a ticket within 24 hours of collection with photographs. We will treat collection as “delivery” for this policy.

6. Refunds when replacement is not possible

Replacement is the default remedy. If the correct item is out of stock, discontinued, or cannot reasonably be reshipped, we will refund the product amount you paid — and the courier charge if the fault was ours — to the original prepaid method (UPI, card, or net banking). We do not offer cash, bank transfer to a different account, store credit in lieu of an online refund, or cash on delivery adjustments.

After we confirm the refund, Cashfree and your bank or UPI app typically post it in 5–7 working days. The time after it leaves our payment partner is outside our control.

7. Statutory rights

This policy states how ArtNest handles cancellations and replacements for catalogue craft goods. It does not ask you to waive rights that cannot be waived under the Consumer Protection Act, 2019, including in respect of goods that are defective in a manner the Act recognises. Formal complaints may be sent to our Grievance Officer. You may also approach the consumer commissions in accordance with that Act.