Return Window
All eligible return requests must be raised within 24 hours from the delivery date and time recorded by the courier, via email at support@vibecrafts.com. The customer's first communication regarding the return will be considered for determining whether the request was raised within the applicable period. Requests raised after this period may be considered only in exceptional circumstances at the discretion of Vibecrafts.
Damage, Defect & Related Product Issues
Where a product is verified to have an eligible transit damage, manufacturing defect, incorrect product, missing product component or other covered product-related issue, the primary resolution will be replacement of the affected component or complete product, as applicable, following assessment by Vibecrafts.
The nature and extent of the issue will determine whether a component replacement, repair or complete product replacement is appropriate. Such cases will be handled under the Damage, Defect, Missing Parts & Incorrect Product Policy and will not be treated as ordinary change-of-mind returns.
Cancellation Policy
Orders can be cancelled within 4 hours of placing the order by contacting us via email at support@vibecrafts.com, provided the order has not yet entered production or processing. Cancellation requests received after the 4-hour window, or after production/processing has commenced, may not be eligible for cancellation, as the order may already have incurred production or processing costs.
Please note that orders may be processed or enter production during non-business hours, including weekends or holidays. Therefore, the cancellation window is calculated from the time the order is placed, and not from our customer-support working hours.
Once an order has been dispatched, it cannot be cancelled. For eligible prepaid cancellations, applicable deductions, including payment gateway/transaction charges where applicable, may apply.
Damage, Defect, Missing Parts & Incorrect Product Policy
We take utmost care in packing and delivering our products. However, as our products include delicate and fragile items such as paintings, mirrors, glass and acrylic products, tables, cabinets, chairs, lighting, wall décor and other home-decor products, minor transit-related issues may occasionally occur.
Reporting Time
Any damage, defect, missing component, incorrect product or incomplete product must be reported within 24 hours of the delivery date and time recorded by the courier. Customers may report the issue through our designated customer-support channels at any time, including outside our customer-support hours. The timestamp of the customer's first report will be considered for determining whether the issue was reported within the applicable time period.
Photographs and Videos
For faster assessment, customers must provide clear photographs and, where applicable, a video showing the complete product, the damaged or defective area, the packaging from all relevant sides, shipping labels and all affected parts. For functional or electrical issues, a video demonstrating the issue may be required. Additional photographs or videos may be requested where the initial evidence does not sufficiently establish the nature, location, extent or possible cause of the reported issue.
Packaging & Product Condition
Customers should retain the product, all original packaging, protective material, labels, tags, accessories, manuals and other components until the case has been resolved. Customers should not repair, modify, dismantle, discard or dispose of the product or packaging before receiving instructions from Vibecrafts, as doing so may affect the assessment of the claim.
Assessment & Resolution
Every damage, defect or product-issue claim will undergo an assessment by Vibecrafts before any replacement, repair, refund, component replacement or other resolution is confirmed. The assessment may include reviewing the photographs and videos submitted by the customer, examining the condition of the product and its packaging, checking the order and product details, reviewing packing and dispatch records, and, where applicable, coordinating with the logistics partner regarding the handling and transportation of the shipment.
Where the available information is insufficient to determine the nature or extent of the issue, Vibecrafts may request additional photographs, videos or other relevant information from the customer. In cases where physical inspection is required, the product may be collected and inspected by Vibecrafts or an authorised representative before the final resolution is determined.
The resolution will depend on the nature, severity, location and extent of the reported issue, the type of product, availability of the affected component or product, and the outcome of the assessment. Depending on the circumstances, the resolution may include replacement of a damaged component, shipment of a missing part, repair, replacement of the complete product, or another appropriate resolution. A complete product replacement or refund will not automatically apply to every damage or defect claim where the issue can reasonably be resolved through a component replacement, repair or other suitable solution.
Partial Damage / Damage to Individual Parts or Components
Where only a specific part, component or portion of a product is damaged, defective, broken, scratched, dented, cracked, detached or otherwise affected, the claim will be assessed based on whether the affected portion can reasonably be replaced, repaired or restored without replacing the complete product.
For example, where applicable, damage to a frame, panel, leg, drawer, handle, hinge, fitting, mounting component, glass/acrylic portion, electrical component or other replaceable part may be treated as partial or component-level damage rather than complete-product damage.
Where the product can reasonably be restored to its intended appearance, functionality and usability through replacement of the affected part or through an appropriate repair, Vibecrafts may provide the required replacement component, arrange a repair, or offer another suitable resolution instead of replacing the complete product.
The availability of a replacement component may depend on the product design, manufacturing process, availability of spare parts and the nature of the product. Where a specific component is unavailable, Vibecrafts may determine an alternative appropriate resolution based on the circumstances of the case.
A partial-damage claim will therefore not automatically qualify for a complete product replacement or refund merely because one or more parts of the product have been affected.
Damage Not Covered
Claims may not be accepted where the damage or defect is determined to have resulted from misuse, improper installation, negligence, accident, alteration, unauthorised repair, incorrect handling, improper maintenance, normal wear and tear, or any other circumstance occurring after delivery and outside Vibecrafts' control.
Transit Damage & Packaging
Where transit damage is suspected, photographs of the external packaging, internal packaging, protective material, shipping label and affected product are important for assessment. Customers are requested to preserve the complete packaging and all protective materials until the claim has been reviewed, as these may be required to assess the nature of the damage and, where applicable, for verification with the logistics partner.
Missing Parts or Product Components
If any part, fitting, hardware, accessory or component that forms part of the purchased product is missing from the package, the customer must report the same within the applicable reporting period. After assessment and verification, the missing component may be dispatched separately where appropriate.
This provision applies only to parts or components belonging to the purchased product. Complimentary items, promotional gifts, free gifts or other complimentary items provided with an order are not considered product components for the purpose of a replacement-part claim.
Handmade, Hand-Painted, Showpiece & Naturally Variable Products
Handmade and hand-painted paintings, artwork, showpieces and other handcrafted products may contain variations in colour, texture, brushwork, pattern, finish, surface character, grain, detailing or overall appearance due to their handmade nature and the materials and processes used in their creation.
Such inherent variations, including minor differences from product images or between individual pieces, shall not by themselves be considered damage, manufacturing defects or grounds for return or replacement merely on the basis of quality, finish or appearance.
Similarly, metal planters, crystal artwork, acrylic art pieces and other decorative/showpiece products may have natural or manufacturing-related variations in texture, transparency, colour, surface finish, pattern, detailing or appearance. Such characteristics inherent to the material, manufacturing process or handcrafted nature of the product shall not, by themselves, constitute damage or a defect.
This provision does not exclude claims relating to actual physical damage, breakage, cracks, missing components, incorrect products, or other material defects covered under this policy.
Exceptional Cases
Requests reported after the specified reporting period may be reviewed on a case-by-case basis where there are documented exceptional circumstances. Any such review will be at the discretion of Vibecrafts and will not create an automatic entitlement to replacement, refund or exchange.
Change of Mind, Design Preference & Product Variation Returns
Vibecrafts offers a wide range of art, furniture, mirrors and home-decor products, including paintings, framed artwork, hand-painted and handcrafted articles, marble-top tables, metal tables, mirrors, temple units, cabinets, crystal and acrylic art pieces, planters and decorative showpieces. Due to the nature of these products, certain differences in appearance, material, finish and detailing are inherent to the product and should not automatically be considered a quality defect.
Painting, Frame & Variant Selection
Customers are requested to carefully review the selected painting, frame style, frame colour/finish, size and other available variants before confirming an order. Where the customer has received the exact painting, frame and variant that was selected and confirmed at the time of ordering, a request to change the product merely because the customer subsequently prefers a different frame, variant, size, design or combination will be treated as a change-of-mind or selection preference, and not as an incorrect or defective product.
Natural Material & Marble Variations
Products incorporating natural marble or other natural materials may naturally vary in colour, shade, veining, grain, pattern, texture, minor surface characteristics and overall appearance. No two natural-marble pieces are necessarily identical, and the exact pattern or veining shown in product photographs cannot be guaranteed on every individual piece.
Accordingly, a customer preference for a different marble pattern, vein, shade or natural characteristic, where the delivered product is otherwise as described and free from actual damage or defect, will not by itself be treated as a manufacturing defect. Vibecrafts' marble-top tables and other products using natural materials are subject to such inherent variations.
Hand-Crafted, Hand-Painted & Artistic Products
Hand-painted, handmade and handcrafted products are created using artistic and manual processes. Variations in brushwork, texture, colour depth, shading, pattern, detailing, surface finish and minor design characteristics may therefore occur between the product shown online and the individual piece received.
Such inherent characteristics are part of the nature of a handcrafted or artistic product and will not, by themselves, be considered a defect or quality issue warranting a full refund.
Similarly, variations that are inherent to metal planters, crystal artwork, acrylic art pieces, decorative showpieces and other handcrafted or material-specific products will not automatically qualify as defects merely because the individual piece differs slightly from the product photograph or another piece.
Product Photography & Display Variation
Product photographs are intended to provide a representation of the product. Actual appearance may vary slightly due to photography, lighting, camera conditions, display-screen settings, material characteristics and the handcrafted/manufacturing process. Such reasonable variation does not by itself constitute a product defect.
Return for Change of Mind or Preference
Where a customer nevertheless wishes to return an eligible product because they do not like the appearance, have changed their mind, selected a different frame/variant, prefer another design, feel the finish is different from their expectation, or no longer require the product, the return may be considered subject to the following conditions:
- The request must be made within the applicable return period.
- The product must be unused and in its original condition.
- The product must not have been installed, modified, assembled beyond what is reasonably required for inspection, altered or damaged after delivery.
- All product components, parts, fittings and accessories belonging to the product must be returned.
- Original packaging and protective materials should be retained and used for the return wherever possible.
- Price labels, barcodes or other supplied product documentation, where applicable, should be retained.
- The product must be suitable for resale in its original condition after return and quality inspection.
Return Packaging
For a customer-requested return, the product must be securely and adequately packed to prevent damage during reverse transportation. Customers should not arrange independent shipping or send the product to Vibecrafts on their own unless specifically instructed by Vibecrafts.
Where a return is approved, Vibecrafts may arrange a pickup through its logistics partner subject to pickup availability and serviceability of the customer's location. The customer may be required to cooperate with the pickup process and make the product available in appropriately protected packaging.
Quality Check & Resale Assessment
Once the returned product reaches Vibecrafts, it will undergo a quality and condition inspection. The inspection may consider the product's physical condition, packaging, completeness, accessories, parts, labels, marks, scratches, stains, installation/usage signs, damage and overall suitability for resale.
A refund will be processed only after the returned product is found to be unused, complete, undamaged and reasonably suitable for resale.
If the product is found to have been used, installed, altered, damaged, improperly packed, returned incomplete or otherwise not in a condition suitable for resale, the return/refund request may be rejected. In such cases, the product may be sent back to the customer, with applicable re-shipping costs payable by the customer.
Return Processing & Restocking Deduction
For an eligible customer-requested return arising from change of mind, design preference, frame/variant preference, appearance preference or similar non-defect reasons, a 30% deduction from the eligible product value will be applied before processing the refund.
This deduction is intended to account for costs and resources associated with the return process, which may include reverse logistics, pickup and transportation, handling, packaging materials, unpacking, inspection, quality checking, repacking, documentation, inventory processing and restocking, as well as the operational impact of taking the product out of sale and subsequently preparing it for resale.
The remaining eligible amount after the applicable deduction will be refunded according to the customer's original payment method and the applicable Refund Policy.
Actual Damage or Defect Is Different
The 30% deduction described above applies to eligible customer-requested preference/change-of-mind returns. It does not replace or limit the separate provisions applicable to genuine cases of transit damage, manufacturing defect, incorrect product, missing product component or other eligible product issues, which will be assessed under the relevant Damage, Defect, Missing Parts & Incorrect Product Policy.
Final Approval
Approval of a return request before pickup does not constitute final approval of the refund. Final refund eligibility will be determined after the product is received and completes the applicable quality check and resale-condition assessment.
Refund Policy
Vibecrafts aims to process eligible refunds in a transparent and timely manner. Refund eligibility and the amount refundable will depend on the reason for the return or cancellation, the payment method used, the condition of the product, and the applicable terms of this Return & Refund Policy.
Refund Eligibility
A refund will be processed only where the order, product and circumstances qualify for a refund under the applicable Vibecrafts policy. Approval of a return, replacement or product issue does not automatically mean that a refund will be issued. Depending on the circumstances, Vibecrafts may provide a replacement, replacement component, repair, missing-part shipment or another appropriate resolution instead of a refund.
Refund for Prepaid Orders
For orders paid completely online in advance, any eligible refund will be processed only to the same payment source/account through which the original payment was received.
For security and payment-tracking purposes, the refund destination cannot be changed to another bank account, card, UPI ID, wallet, payment method or another person's account at the customer's request.
For example, if the order was paid through a particular card, UPI account or other online payment method, an eligible refund will be sent back through the same payment channel. We are unable to redirect such refunds to an alternative payment source.
We apologise for any inconvenience this may cause and appreciate your understanding that this restriction is required for secure and traceable payment processing.
Refund for COD Orders
For orders paid through Cash on Delivery, there is no original online payment transaction through which the refund can be reversed. Therefore, for an eligible COD refund, the customer will be required to provide valid bank-account details so that the refund can be transferred electronically.
The customer may be asked to provide:
- Account holder's full name
- Bank account number
- Bank name
- Branch name, where required
- IFSC code
- Any additional information reasonably required by Vibecrafts or its payment/banking partner to process the refund
The bank-account details should belong to the customer/order recipient or otherwise be provided with the necessary confirmation requested by Vibecrafts. Customers are responsible for ensuring that the banking information provided is accurate.
Vibecrafts will not be responsible for delays or failed transfers resulting from incorrect, incomplete or invalid banking details provided by the customer. If incorrect details are provided, the customer may be required to provide corrected details before the refund can be reprocessed.
Important: Customers should never share their ATM/debit-card PIN, UPI PIN, CVV, internet-banking password, OTP or other payment authentication credentials for processing a refund. Vibecrafts does not require such confidential credentials to issue an eligible refund.
Refund for Partially Paid / 10% Advance Orders
For orders placed under the partial-payment arrangement, where 10% of the order value is paid in advance and the remaining amount is payable as COD at delivery, any eligible refund of the amount already paid will be processed through the COD refund method.
The customer may therefore be required to provide valid bank-account details, including:
- Account holder's full name
- Bank account number
- Bank name
- IFSC code
- Branch name, where required
The refund will be calculated after applying any applicable cancellation, return, logistics, processing or other deductions permitted under this policy.
Where the customer has not paid the remaining COD amount, only the eligible amount actually received by Vibecrafts will be considered for refund.
Refund Processing Time
Once the refund has been approved and all required information has been received and verified, the refund will generally take 4–5 banking business days to reach the customer's account, depending on the bank or payment channel.
The processing period begins after the refund has been approved and the required information or payment confirmation has been successfully completed. Bank holidays, weekends, banking processes or technical delays may affect the time taken for the amount to reflect in the customer's account.
For prepaid refunds, the actual reflection time may also depend on the original payment gateway, bank or payment service provider.
Applicable Deductions
The amount refunded may be lower than the original order value where deductions are applicable under the relevant cancellation, return, shipping, logistics, payment-processing or other provisions of this policy.
In particular, cancellation or return after the order has entered processing, production, packaging or dispatch may involve costs already incurred by Vibecrafts. Any applicable deduction will be calculated according to the relevant cancellation/return provisions communicated in this policy.
COD Charges
Where an eligible refund is processed for a COD order, the COD/service/collection charges, where separately applicable and non-refundable, will not be included in the refund. Only the eligible refundable product/order amount after applicable deductions will be considered.
Returned Products Failing Verification
Where a returned product is found to have been used, altered, damaged after delivery, improperly handled, repaired, modified or otherwise not returned in the required condition, the return/refund request may be rejected.
Where a return request is rejected after the product has been received, the product may be shipped back to the customer and the applicable return/re-shipping cost may be borne by the customer.
Non-Refundable Products & Situations
The following products or situations are non-refundable unless specifically covered by an applicable damage, defect, incorrect-product or other exception under this policy:
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Customised or custom-made products — custom products are non-refundable, non-cancellable and non-exchangeable except where an incorrect or damaged product is received and the issue is reported within the applicable reporting period.
- Products damaged due to misuse, negligence, improper handling, improper installation, alteration or unauthorised repair after delivery.
- Products returned without the required components, parts, accessories, packaging or other items where their absence prevents proper verification or resale.
- Products showing damage or deterioration caused after delivery rather than an eligible manufacturing or transit issue.
- Handmade or hand-painted articles where the complaint is solely regarding inherent variations in colour, texture, brushwork, finish, pattern, detailing or appearance arising from their handmade nature.
- Showpieces and decorative products where the complaint is solely regarding inherent material or manufacturing variations, including applicable variations in metal planters, crystal artwork, acrylic art pieces and similar products.
- Minor variations between the product image and the actual product arising from lighting, photography, display-screen settings, material characteristics or the handmade/manufacturing process, where the delivered product otherwise corresponds to the ordered product.
- Complimentary items, promotional gifts or free gifts are not independently refundable or exchangeable and do not form part of the refundable product value unless specifically stated otherwise by Vibecrafts.
Refund for Customer-Related Delivery Failure
Where an order is returned because of incorrect or incomplete customer-provided information, including an incorrect or incomplete address, PIN code, mobile number, contact number, recipient details or other delivery information, or because of circumstances attributable to the customer, the refund, if applicable, will be subject to the relevant cancellation, return, logistics and re-dispatch provisions of this policy.
Where re-dispatch is offered instead of cancellation/refund, Vibecrafts may require the applicable re-dispatch and associated logistics charges to be paid before the order is sent again.
Refund Does Not Change the Original Payment Method
The payment method used for the refund is determined by the original payment method and the applicable refund process. Customers cannot request that a prepaid refund be transferred to a different payment source merely for convenience.
- For prepaid orders, the refund must go back through the original payment source.
- For COD and eligible partial-payment orders, the refund will be processed through the bank-account method after the required banking details are provided and verified.
Final Refund Amount
The final refundable amount will be determined after considering the applicable return/cancellation conditions, product condition, payment method, deductions, logistics costs and any other relevant provisions of this policy.
For complete details regarding cancellations, returns, damage claims, partial damage, customer-related returns, custom products and product-specific conditions, customers should refer to the applicable sections of the Vibecrafts Return & Refund Policy.
