Return, Refund & Cancellation Policy

This Return, Refund & Cancellation Policy ("Policy") explains the conditions under which customers may cancel an order, return an artwork/product, request a replacement, or receive a refund for purchases made through KalaCraftWorks, operated by Softwiz Circle.

KalaCraftWorks offers paintings, artwork, handicrafts, sculptures, prints, customised artwork and other creative products, including products supplied by independent artists and sellers.

This Policy should be read together with:

• Terms & Conditions;
• Privacy Policy;
• Shipping & Delivery Policy; and
• Artist & Seller Terms & Conditions.

Nothing in this Policy is intended to restrict or exclude any consumer right or remedy that cannot lawfully be excluded under applicable Indian law.

The Consumer Protection (E-Commerce) Rules, 2020 apply to marketplace and inventory e-commerce models and require appropriate consumer-facing disclosures and remedies for defective, deficient, spurious or materially misrepresented goods.

We want customers to receive artwork that matches the product description and representations provided on KalaCraftWorks.

Where an artwork/product is:

• defective;
• damaged;
• materially different from its description;
• materially different from what was ordered;
• spurious/counterfeit;
• incorrectly supplied;
• missing material components;
• otherwise subject to a statutory consumer remedy;

we will investigate the matter and provide an appropriate remedy in accordance with applicable law.

Depending on the circumstances, the remedy may include:

• replacement;
• repair;
• return and refund;
• partial refund;
• full refund;
• another appropriate resolution.

Marketplace sellers are required under the Consumer Protection (E-Commerce) Rules to take back/refund goods that are defective, deficient, spurious, materially different from advertised/agreed characteristics, or delivered late, subject to the rules and applicable exceptions.

Customers may request cancellation of an order before it is shipped.

Cancellation requests should be submitted through:

Email: softwizadmin@softwizcircle.com
or
Phone: +91-7057881848

or through the customer account/order-management facility, if available.

A cancellation request is subject to the order's current processing status.

If the order has not yet been shipped, we will generally attempt to cancel it and process any applicable refund.

Once an order has been shipped, cancellation may no longer be possible.

In such circumstances, the customer may need to:

1. receive the shipment;
2. initiate a return where the product is eligible for return; and
3. follow the applicable return process.

Nothing in this section limits any statutory right available to the customer.

Customised, personalised or commissioned artwork may have different cancellation terms because the artist may begin creating the artwork specifically for the customer.

Examples include:

• artwork created to a customer's specifications;
• personalised paintings;
• portraits;
• custom dimensions;
• custom colours;
• commissioned sculptures;
• personalised inscriptions;
• artwork created specifically after receiving the order.

Before placing such an order, customers should carefully review the product-specific cancellation terms.

Where applicable, cancellation may not be available after the artist has commenced substantial work, subject always to applicable law.

A standard, non-customised artwork may be eligible for return if the product page expressly states that returns are available.

Return window

Eligible returns must generally be requested within 1 DAYS from the date of delivery.

The applicable return period will be displayed on the relevant product page where different from the standard period.

A return/refund request may be made where the product:

• is defective;
• is damaged;
• is materially different from the product description;
• is materially different from the artwork ordered;
• is materially deficient;
• is counterfeit or spurious;
• has been materially misrepresented;
• is missing material components;
• has another defect or deficiency giving rise to a legal remedy.

Such requests will be assessed based on the facts and applicable law.

If an artwork arrives damaged, please notify us as soon as reasonably possible.

We recommend contacting us within 12 HOURS of delivery.

Please provide:

• Order number;
• photographs of the outer package;
• photographs of the shipping label;
• photographs of the damaged artwork;
• photographs/video of the packaging;
• unboxing video, where available;
• description of the damage.

An unboxing video is strongly recommended for high-value or fragile artwork, but failure to provide one will not by itself determine whether a claim is legally valid.

We may request additional information reasonably necessary to investigate the claim.

If you receive artwork/product different from what you ordered, please contact us promptly.

Examples include:

• wrong artwork;
• wrong size;
• wrong edition;
• wrong artist;
• wrong colour where the difference is material;
• wrong product;
• missing components.

Where the error is confirmed, we may arrange:

• replacement;
• return;
• refund;
• another appropriate remedy.

Artwork is inherently creative and may contain minor variations.

For example, differences may arise because of:

• screen/display settings;
• lighting;
• photography;
• handmade characteristics;
• natural material variations;
• minor colour variations.

Minor differences that do not materially affect the product's advertised characteristics will not ordinarily constitute a defect.

However, where the artwork is materially different from the description, photographs, specifications or agreed characteristics, the customer may be entitled to an appropriate remedy under applicable law.

Handmade and artisan products may contain natural variations in:

• texture;
• colour;
• pattern;
• finish;
• dimensions;
• material characteristics.

Such reasonable variations are not necessarily defects.

Where a product is marketed as handmade, customers acknowledge that minor variations may form part of its artistic or handcrafted character.

This does not affect rights relating to material defects, misrepresentation or non-conformity.

For prints and limited-edition artwork, the product description should identify relevant information such as:

• edition type;
• edition size;
• edition number, where applicable;
• printing method;
• dimensions;
• artist;
• framing information.

A return request based solely on a customer's misunderstanding of an accurately disclosed edition or reproduction may not be accepted.

Where framed artwork is purchased, customers should inspect:

• frame;
• glass/acrylic;
• artwork;
• hanging hardware;
• packaging.

If framing or glazing is damaged during transit, please report the issue promptly with photographs.

For standard artwork, whether a change-of-mind return is available will depend on the return eligibility displayed on the individual product page.

Standard policy

Change-of-mind returns: Not Allowed

If allowed: Return period: 3 DAYS

The artwork must generally be:

• unused;
• undamaged;
• in its original condition;
• accompanied by original accessories/documents where applicable;
• returned in suitable packaging.

Where a product is specifically marked "Non-Returnable", the applicable restriction will be displayed before purchase, subject to statutory consumer rights.

Unless otherwise required by applicable law, customised or commissioned artwork may not be eligible for a change-of-mind return because it has been created specifically for the customer.

However, customised/commissioned artwork may still be subject to remedies where it is:

• defective;
• damaged;
• materially different from the agreed specifications;
• materially misrepresented;
• not delivered as agreed; or
• otherwise subject to a statutory consumer remedy.

Subject to applicable law, the following may be non-returnable for change-of-mind reasons:

• customised artwork;
• commissioned artwork;
• personalised artwork;
• products specifically made to customer specifications;
• artwork clearly identified as non-returnable before purchase;
• digital products, where applicable;
• products that cannot reasonably be resold due to their nature.

Important: A product cannot simply be labelled "non-returnable" to defeat a customer's statutory rights relating to defective, deficient, spurious or materially misrepresented goods.

Where a return is approved, customers should:

1. Keep the artwork in its original condition;
2. Preserve the original packaging where possible;
3. Include accessories and documentation;
4. Package the artwork securely;
5. Follow the return instructions provided by KalaCraftWorks.

For valuable artwork, customers should use appropriate protective packaging.

Defective/damaged/wrong/misrepresented product

Where the return is due to a confirmed:

• defect;
• transit damage;
• incorrect product;
• material misrepresentation;
• other seller/platform fulfilment error;

KalaCraftWorks or the relevant seller will generally arrange or bear the applicable return shipping cost, subject to the circumstances and applicable law.

Change-of-mind return

Where a change-of-mind return is voluntarily offered:

Return shipping cost: Return shipping costs for change-of-mind returns will be borne by the customer unless otherwise stated on the product page.

Any applicable return-shipping charges will be disclosed before or during the return process.

To request a return, contact: Email: softwizadmin@softwizcircle.com

Please provide:

• Order number;
• Customer name;
• Registered email/mobile;
• Product name;
• Reason for return;
• Photographs, where applicable;
• Video, where available;
• Other information reasonably required for verification.

We may review the request before approving the return.

If the return is approved, we will provide:

• Return instructions;
• Return address or pickup arrangements;
• Courier information, where applicable;
• Return reference number;
• Any applicable packaging instructions.

Do not send artwork to an address not provided by KalaCraftWorks or the relevant seller.

Returned artwork may be inspected to determine:

• condition;
• authenticity;
• damage;
• conformity with the order;
• reason for return;
• whether the product was used or altered;
• whether the returned product corresponds to the original order.

Inspection does not remove or limit any rights available under applicable law.

Where a refund is approved, it may be provided for:

• returned defective artwork;
• damaged artwork;
• incorrect artwork;
• materially misrepresented artwork;
• cancelled eligible orders;
• unavailable products;
• other circumstances where a refund is required or approved.

Where practicable, refunds will generally be made to:

• the original payment method; or
• another lawful method agreed with the customer.

• Credit/debit card: 15
• UPI: 15
• Net banking: 15

The actual time taken for the refund to appear in the customer's account may depend on the payment provider or bank.

Once a refund is approved, we will initiate the refund within 15 BUSINESS DAYS unless a different period is required by applicable law or circumstances outside our reasonable control.

The customer's bank/payment provider may require additional time to credit the amount.

A partial refund may be considered where:

• the customer retains the product;
• the defect is minor and the customer agrees to retain it;
• only part of an order is affected;
• the product has a minor non-material issue;
• another mutually agreed resolution is appropriate.

A partial refund will not ordinarily prevent the customer from pursuing rights that cannot lawfully be waived.

Where appropriate and available, KalaCraftWorks or the seller may offer a replacement instead of a refund.

Replacement may be subject to:

• availability;
• artwork uniqueness;
• edition availability;
• artist availability;
• shipping feasibility.

For one-of-a-kind artwork, a replacement may not be possible.

In such cases, an appropriate refund or alternative remedy may be provided.

Because original paintings and other artwork may be unique, replacement may not be possible.

If a unique artwork is:

• lost;
• damaged;
• incorrectly supplied; or
• otherwise subject to a valid return/refund claim,

the appropriate remedy may be a refund rather than replacement.

If a shipment is confirmed as lost in transit, KalaCraftWorks will investigate the matter with the relevant courier/logistics provider.

Where the customer is entitled to a refund or replacement under applicable law or the applicable order terms, the appropriate remedy will be provided.

If delivery fails because:

• the customer provided an incorrect address;
• the customer refused delivery;
• the customer was unavailable after applicable delivery attempts;
• the customer failed to provide required delivery information;

the shipment may be returned to the seller or fulfilment location.

Re-shipping charges may apply where the failed delivery is attributable to the customer, subject to applicable law.

If an eligible order is successfully cancelled before shipment, any applicable refund will generally be processed after cancellation confirmation.

Where payment has not yet been captured, the transaction may instead be voided or reversed.

If an Artist/Seller cancels an accepted order because the artwork is unavailable or cannot be fulfilled, KalaCraftWorks may:

• notify the customer;
• provide a refund;
• offer an alternative product where appropriate;
• take seller-performance measures.

Repeated seller cancellations may result in restrictions under the Artist & Seller Terms.

Where a refund is required because of:

• defective goods;
• incorrect goods;
• seller/platform error;
• legally mandated refund;

KalaCraftWorks will not improperly deduct payment-processing costs from the customer where such deduction would be contrary to applicable law.

For voluntary change-of-mind cancellations, any applicable charges will be disclosed in accordance with applicable law before purchase.

If an order was purchased using a promotional discount, refund treatment may depend on:

• the specific promotion;
• products returned;
• minimum-order requirements;
• applicable terms.

Any refund will be calculated consistently with the advertised promotional terms and applicable law.

For gift orders, refunds may generally be made to the original purchaser/payment method unless another arrangement is legally permissible and agreed.

If international shipping is offered, refunds may be affected by:

• customs duties;
• import taxes;
• currency conversion;
• international payment processing;
• customs charges.

Any applicable treatment will be disclosed in the relevant order terms.

For international transactions, the amount credited by a bank/payment provider may differ slightly from the original INR equivalent because of:

• exchange-rate fluctuations;
• bank charges;
• payment-provider charges.

Where applicable, the refund will be processed according to the original transaction/payment-provider rules.

KalaCraftWorks may investigate suspected fraudulent or abusive return activity.

Examples include:

• returning a different product;
• replacing an original artwork with a copy;
• deliberately damaging artwork;
• submitting false damage claims;
• repeated fraudulent refund claims;
• manipulating return evidence.

Where fraud is reasonably suspected, we may take appropriate lawful action.

This does not affect legitimate consumer rights.

If a customer believes that an artwork is not authentic or has been materially misrepresented, the customer should contact us immediately.

We may request:

• photographs;
• Certificate of Authenticity;
• purchase documents;
• expert reports, where reasonably necessary;
• other evidence.

KalaCraftWorks may investigate with the relevant Artist/Seller.

Where the artwork is determined to be materially misrepresented or otherwise subject to a valid consumer remedy, an appropriate remedy will be provided.

If a customer believes that an artwork infringes third-party intellectual-property rights, the customer may contact: softwizadmin@softwizcircle.com with relevant information.

Such matters may be investigated separately from ordinary product-return claims.

Customers should:

• provide an accurate delivery address;
• inspect artwork upon delivery;
• report damage promptly;
• retain original packaging where possible;
• provide truthful return information;
• return the correct artwork;
• package returned artwork safely.

Artists/Sellers are responsible for:

• accurate product descriptions;
• authenticity;
• product quality;
• appropriate packaging;
• fulfilment;
• complying with return/refund obligations;
• cooperating with customer claims.

The Consumer Protection (E-Commerce) Rules specifically impose obligations on marketplace sellers regarding defective, deficient, spurious or materially misrepresented goods.

Nothing in this Policy is intended to:

• exclude statutory consumer rights;
• restrict remedies that cannot legally be restricted;
• waive rights provided by applicable Indian law.

Where any provision of this Policy conflicts with a mandatory legal requirement, the applicable law will prevail.

For return/refund complaints that cannot be resolved through normal customer support, contact:

Grievance Officer: Amit Kumar
Designation: Grievance Officer / Privacy & Consumer Grievance Officer
Email: softwizadmin@softwizcircle.com
Phone: +91-7057881848
Address: Balewadi, pune, Maharashtra, India

The Consumer Protection (E-Commerce) Rules provide for a grievance mechanism and require consumer complaints to be acknowledged within 48 hours and redressed within one month.

For return, refund or cancellation assistance:

Email: softwizadmin@softwizcircle.com
Phone: +91-9987367484
Business Hours: 10 am to 6 pm

Softwiz Circle may update this Return, Refund & Cancellation Policy from time to time.

The latest version will be published at: www.kalacraftworks.com/refund-return-policy

The "Last Updated" date will indicate the latest revision.

This Policy shall be governed by the laws of India, subject to mandatory consumer-protection rights and other applicable statutory provisions.

Legal Entity: Softwiz Circle
Brand: KalaCraftWorks
Website: www.kalacraftworks.com
Registered Office: Balewadi, pune, Maharashtra, India
Customer Support Email: softwizadmin@softwizcircle.com
Customer Support Phone: +91-9987367484