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Refund Policy

Ajna-Atelier Refund Policy

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This Refund Policy explains how Ajna-Atelier handles refunds, returns, and exchanges for orders placed through our online store. By placing an order, you agree to the terms outlined below.

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1. General policy

  • Ajna-Atelier creates handmade, made-to-order and customized art products, so standard “no-questions-asked” returns do not apply.

  • Refunds and exchanges are primarily offered in cases of defects, damage in transit, or if the wrong item has been sent.

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2. Eligibility for refunds and returns

You may be eligible for a refund, replacement, or store credit if:

  • The product is received damaged or defective.

  • The product you received is significantly different from what you ordered (wrong size, design, or item).

Not eligible for refund/return:

  • Change of mind or buyer’s remorse.

  • Minor variations in color, pattern, or placement expected in handmade or bleached art products.

  • Damage caused by improper handling, washing, or storage after delivery.

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3. Time frame for claims

  • You must contact us within 7 days of the delivery date if you wish to raise an issue regarding damage, defects, or incorrect items.

  • Claims made after this period may not be accepted.

To raise a claim, please email us at ajnaatelierstore@gmail.com or WhatsApp/call us at +91 82202 88444 with:

  • Order number

  • Clear photos of the product, packaging, and shipping label

  • Description of the issue

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4. Returns process

  • Once your claim is reviewed, our team will inform you if a return is required and provide return instructions, if applicable.

  • Do not ship items back without contacting us first, as unauthorized returns may not be accepted or processed.

  • Items must be unused, in original condition, and, where applicable, in original packaging (except in cases of damage in transit).

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5. Refunds, replacements, and store credit

Depending on the situation, Ajna-Atelier may offer one of the following resolutions:

  • Replacement of the item (subject to availability and production timelines).

  • Store credit for the value of the item.

  • Partial or full refund to your original payment method.

  • Original shipping charges are generally non-refundable unless the error is on our side (e.g., wrong item sent).

  • If a refund is approved, it will typically be processed within 7–10 business days after we confirm the resolution.

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6. Shipping costs for returns

  • If the issue is due to our error (defective product, wrong item, or significant mismatch from your order), Ajna-Atelier will cover or reimburse reasonable return shipping costs where applicable.

  • If a return is accepted for reasons not attributable to us (in rare, pre-approved cases), the customer will be responsible for all return shipping costs.

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7. Non-delivery, delays, and worldwide shipping

  • Ajna-Atelier offers worldwide shipping with an estimated delivery time of 15–21 days from order confirmation, including processing and transit time.

  • This is an estimated window and may be affected by customs inspections, local postal conditions, weather, holidays, or other factors beyond our control.

  • A delay in delivery within this window or slightly beyond due to such factors is not, by itself, grounds for an automatic refund.

  • If a package is confirmed lost after investigation with the carrier, we will work with you on an appropriate resolution (replacement, store credit, or refund, as applicable).

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8. Incorrect address and failed delivery

  • Customers are responsible for providing a complete and accurate shipping address.

  • If an order is returned to us due to an incorrect address, non-collection, or refusal at delivery:

    • Reshipping costs will be borne by the customer.

    • If a refund is agreed upon instead of reshipment, original shipping charges may be deducted from any refund or credit.

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9. Custom and personalized orders

  • Custom designs, personalized items, or made-to-order pieces are generally non-refundable unless there is a clear defect, damage, or a significant error made by Ajna-Atelier.

  • Please review your customization details (sizes, text, colors, etc.) carefully before checking out.

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10. Contact and support

For any questions about refunds, returns, or issues with your order, contact Ajna-Atelier:

Ajna-Atelier reserves the right to update or modify this Refund Policy at any time. Any changes will be effective once published on the website.

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