This Refund and Cancellation Policy (“Policy”) governs the terms under which refunds, returns, and cancellations are handled by PaintingKart Private Limited (“Company”, “We”, “Us”, or “Our”) for transactions made on the Platform www.PaintingKart.com. This Policy is an electronic record in terms of the Information Technology Act, 2000 and rules thereunder.
By using the Platform, you agree to be bound by this Policy.
1. Return Policy
1.1. Definition of ‘Return’
‘Return’ is defined as the action of giving back the item purchased by the Buyer to the Seller on the PaintingKart Platform.
1.2. Eligible Grounds for Return
A Buyer may initiate a return request only under the following circumstances:
a. Defective Product: The item received has a manufacturing defect or structural damage.
b. Damaged during Shipping: The item was physically damaged during transit.
c. Missing Product/Parts: The shipment was incomplete or parts were missing.
d. Wrong Item Sent: The product received does not match the product ordered.
e. Not as Described: The product materially differs from the Seller’s description or specifications.
1.3. Return Period
You must raise a return request within 7 days from the date of delivery. Failure to raise a complaint within this timeline shall result in the rejection of your claim.
1.4. Non-Returnable Items
The following categories of products are NOT eligible for return or refund:
a. Custom Commissions: Artworks created specifically at the Buyer’s request are non-cancellable and non-refundable once the painting process has commenced, unless the artwork arrives damaged.
b. Buyer Remorse: Returns based on personal preference, change of mind, or “Buyer remorse” will not be entertained.
c. Handmade Variations: Minor variations in texture, brushstrokes, and color (due to screen resolution differences) are inherent to handmade art and shall not be considered ‘defects’.
d. Buyer Mishandling: Damage caused by the Buyer during unpacking (e.g., cuts from sharp instruments) or installation is strictly excluded from this Policy.
2. Refund Policy
2.1. Processing Refunds
In the event a Seller accepts a valid return request, the refund shall be processed as follows:
Refund Timeline: Refunds shall be credited to the Buyer’s account within 15 days of the Seller receiving the returned product.
Refund Method:
a. Electronic Payments: Refunds shall be credited to the original source (Credit Card, Debit Card, Net Banking, or UPI).
b. Cash on Delivery (COD): Refunds for COD transactions shall be made via NEFT/RTGS to the Buyer’s bank account. You may be required to share valid bank details.
c. Currency: All refunds shall be made in Indian Rupees (INR) only.
2.2. Refund of Platform Fees
If an order is lost or undelivered, the complete order amount including the Platform Fee will be refunded.
In case of a full order cancellation by PaintingKart or the Seller, Platform charges will be refunded.
3. Cancellation Policy
3.1. Buyer Cancellation
You may cancel an order before it has been processed or shipped by the Seller.
Custom Orders: Orders for “Commissioned” or “Custom-Made” artworks cannot be cancelled once the artist has commenced work.
3.2. Seller/Platform Cancellation
We reserve the right to cancel any order for reasons including but not limited to:
a. Technical errors in pricing or product information.
b. Non-availability of stock.
c. Identification of fraudulent activity.
d. Failure to upload PAN card for transactions exceeding INR 2,00,000/- within 4 days.
4.Buyer Protection Program(dispute Resolution)
4.1. Dispute Filing
Disputes must be filed within 7 days of delivery.
Disputes regarding external damage to packaging must be reported within 7 days.
To file a dispute, visit the Help Centre: https://www.PaintingKart.com/helpcentre.
4.2. Verification & Decision
PaintingKart will mediate the dispute based on evidence provided by both parties.
Mandatory Evidence: We strongly recommend recording an unpacking video to distinguish between transit damage and unpacking damage.
If the dispute is resolved in favor of the Buyer, a refund will be provided once the product is returned to the Seller.
Decisions made by PaintingKart under this program are final and binding.
4.3. Coverage Limit
The maximum coverage amount under the Buyer Protection Program is limited to Rs. 20,000/-.
5. Chargebacks
If a Buyer initiates a chargeback with their bank, they are not eligible for the Buyer Protection Program.
Refunds for “Item not received” or “Unauthorized transaction” chargebacks will be handled in accordance with our dispute policies.
6. Force Majeure
In the event of total loss or destruction of the artwork due to a Force Majeure event (Act of God) during transit, the Buyer shall be entitled to a full refund.
Need help?
Contact for Grievances:
In accordance with the Consumer Protection (E-Commerce) Rules, 2020, if your query is not resolved, you may contact our Grievance Officer:
Mr. Amandeep Singh
Email: grievance@paintingkart.com