Return & Refund

1. Return Eligibility

Return requests may be considered for products that are received damaged, defective, or different from the product ordered. All requests are subject to verification and approval by our support team.

Customers must report an eligible issue within the return request period applicable to their order. Please contact our support team as soon as possible after receiving the product.

2. Conditions for Returns

To be considered for a return or replacement, the product should meet the following conditions wherever applicable:

• The product must be in its original condition.
• The product should be unused and not altered or damaged after delivery.
• Original packaging, accessories, and other included items should be retained.
• Proof of purchase or a valid order number must be provided.
• The product must be verified and approved by our support team before being returned.

3. Damaged or Defective Products

If you receive a damaged or defective product, please contact us with your order number and a description of the issue. We may request clear photographs or videos of the product and its packaging to verify the claim.

After reviewing the submitted information, our support team will inform you whether the product qualifies for a replacement, return, or refund.

4. Incorrect Products Received

If you receive a product that is different from the one mentioned in your order confirmation, please notify us with your order number and supporting photographs.

Once the issue is verified, our team will guide you through the appropriate replacement or refund process.

5. How to Request a Return

To initiate a return or replacement request, follow these steps:

• Contact our customer support team with your order number.
• Explain the reason for your return or replacement request.
• Share photographs or videos if the product is damaged, defective, or incorrect.
• Wait for our team to review your request and confirm eligibility.
• If approved, follow the return or pickup instructions provided by our team.

Products sent back without prior approval or proper return instructions may not be accepted.

6. Refund Process

Refunds will be initiated only after the return request has been approved and, where applicable, the returned product has been received and inspected.

Once approved, the refund will generally be processed through the original payment method used for the order. The actual time taken for the amount to reflect in your account may vary depending on the payment gateway, bank, or financial institution.

Customers will be informed when the refund has been initiated. Any applicable refund reference or transaction details may be shared for tracking purposes.

7. Shipping Charges for Returns

Return shipping arrangements will depend on the reason for the return and the outcome of the verification process.

Where a product is confirmed to be damaged, defective, or incorrectly supplied, our support team will communicate the applicable return or replacement shipping arrangements.

For other return requests, any applicable shipping charges will be communicated before the return is processed.

8. Non-Returnable Products

Products may not be eligible for return or refund in certain circumstances, including:

• Products damaged due to improper handling or use after delivery.
• Products that have been used, modified, or altered after delivery.
• Products returned without prior approval from our support team.
• Products that do not meet the applicable return conditions.

This does not affect any rights or remedies available to customers under applicable consumer protection laws.

9. Order Cancellation

Customers may contact us to request cancellation of an order before it has been dispatched. Cancellation requests are subject to the order's processing and fulfilment status.

Once an order has been dispatched or handed over to the courier partner, cancellation may no longer be possible. In such cases, customers may contact our support team for guidance.

If a cancellation is approved for an order that has already been paid for, the applicable refund will be initiated through the original payment method, subject to payment provider processing timelines.

10. Refunds for Failed or Duplicate Payments

If your payment has been deducted but your order has not been confirmed, please contact our support team with the transaction reference, payment date, and relevant order details.

We will verify the transaction status with the payment service provider. If a payment is confirmed as unsuccessful or duplicated, the applicable refund will be processed according to the payment provider's procedures.

11. Contact Us

For return, replacement, cancellation, or refund assistance, please contact DIY Art Supplies through the contact details provided on our Contact Us page.

Please include your order number, registered email address or mobile number, and a brief description of your concern so that our team can assist you.