Refund & Returns Policy

Effective from 07 May 2026

This Refund and Return Policy describes how Trinetra Art handles cancellations, returns, replacements, and refunds for both domestic Indian orders and international shipments. The policy is written to meet the requirements of the Indian Consumer Protection Act 2019, the Consumer Protection (E Commerce) Rules 2020, the EU Consumer Rights Directive 2011 83 EU (for shipments into the European Union), and the UK Consumer Rights Act 2015 (for shipments into the United Kingdom).

For any clarification or to start a return, please write to contact@trinetraart.in with your order number, photographs of the piece received, and a short description of the issue.

1. Cooling off period

1.1 Indian customers

You may cancel any order, free of charge, at any time before the order is marked as dispatched. After dispatch, the order falls under the standard return process described below.

In line with the spirit of the Consumer Protection Act 2019, we accept returns of unused, unworn, and undamaged products within seven calendar days of delivery for any reason, subject to the exclusions in section 5.

1.2 European Union and United Kingdom customers

Under the EU Consumer Rights Directive 2011 83 EU and the UK Consumer Rights Act 2015, you have a fourteen calendar day right of withdrawal from the day you receive the goods. You do not need to give a reason. To exercise this right, send a clear statement of withdrawal to contact@trinetraart.in before the fourteen days expire. The goods must reach us within fourteen days of the withdrawal statement.

1.3 Other international customers

We extend a courtesy fourteen day return window from delivery date for shipments to all other countries, on the same terms as the EU window above.

2. Eligibility for return

A piece is eligible for return when:

• It is in unused, unworn, and resaleable condition.
• All original tags, packaging inserts, and accompanying accessories are intact.
• It is shipped back in its original outer box where possible.
• The return is initiated within the applicable cooling off window in section 1.

A piece is not eligible for return when:

• It has been used, washed, or visibly soiled (jewellery boxes that show wear, tote bags that have been used, ceramic pieces with chips from drop damage).
• It is a final sale item explicitly marked as non returnable on the product page.
• It is a custom commission, monogrammed item, or piece engraved or personalised at your request.
• The seven day Indian or fourteen day international window has passed.

3. How to start a return

1. Write to contact@trinetraart.in within the applicable window with your order number, photographs of the piece, the original packing slip, and the reason for return.
2. We acknowledge within one business day and share the return shipping address (Trinetra House, Chandpole Bazar, Jaipur 302001) along with a return reference number.
3. Pack the piece securely in its original packaging and ship via a tracked courier. We strongly recommend Bluedart, DTDC, India Post Speed Post, or any equivalent service that issues a tracking number.
4. Email us the tracking number once dispatched.

4. Return shipping costs

For domestic orders within India, return shipping cost is borne by the customer except where the return is on account of a manufacturing defect, wrong item shipped, or damage in transit, in which case Trinetra Art reimburses the actual courier charges on production of a receipt.

For international orders, the customer arranges and pays for return shipping. Where the return is on account of a defect or wrong item, we reimburse return courier charges up to a fair market rate on production of the receipt.

5. Inspection and refund

On receipt of the returned piece, we conduct a quality inspection within three business days. If the piece passes inspection, the refund is initiated within five business days to the original payment method.

Refund timelines (after initiation by us):

• Razorpay UPI / wallets: 1 to 3 business days.
• Razorpay / Stripe credit and debit cards: 5 to 10 business days, depending on issuing bank.
• PayU net banking and bank transfers: 3 to 7 business days.
• Cash on Delivery: paid to your bank account by NEFT or IMPS within 7 to 10 business days, after we collect bank account details from you.

A confirmation email with the gateway refund reference is sent at the moment of refund initiation.

6. Damaged on arrival or wrong item

If your package arrives damaged, sealed but with broken contents, or contains a wrong item, please write to contact@trinetraart.in within 48 hours of delivery with photographs of the package, the shipping label, and the affected piece. We will arrange:

• Free pick up of the affected piece by our courier partner where serviceable.
• Free replacement of the same piece, or full refund if the piece is out of stock or no longer available.
• No further charge to you.

7. Lost in transit

If the courier marks a package as delivered but you have not received it, write to contact@trinetraart.in within 48 hours. We will open a Proof of Delivery investigation with the courier; outcome typically within seven business days. Where the carrier confirms loss, we ship a replacement at no charge or refund in full at your option.

8. Partial refunds

Where a returned piece arrives in a slightly used or compromised condition that still permits a partial restocking discount, we may offer a partial refund of 70% to 90% of the order value. We always ask for your written consent before applying a partial refund instead of full.

9. Exchanges

We do not currently support direct exchanges through the website. To exchange one piece for another, please initiate a return for the first piece and place a fresh order for the replacement. Both transactions are independent.

10. Statutory rights preserved

Nothing in this policy affects your statutory rights under the Indian Consumer Protection Act 2019, the EU Consumer Rights Directive, the UK Consumer Rights Act 2015, or any equivalent law of the country where you ordinarily reside.

11. Grievance and escalation

If you are not satisfied with the resolution, please escalate to our grievance officer at contact@trinetraart.in, with the words "Grievance Escalation" in the subject line. The grievance officer acknowledges within 24 hours and resolves within 30 days, in line with the Information Technology (Intermediary Guidelines) Rules 2021 and the Consumer Protection (E Commerce) Rules 2020.

You may also approach the National Consumer Helpline of India on 1800 11 4000 or, for European Union customers, the Online Dispute Resolution platform at ec.europa.eu/consumers/odr.

12. Contact

For any return, refund, or replacement question:

Trinetra Art Trinetra House, Chandpole Bazar, Jaipur 302001, Rajasthan, India Email: contact@trinetraart.in Phone: +91 7300093684 (Monday to Saturday, 10:00 to 18:00 IST)