IMPORTANT NOTICE: Ashadeep Luxe operates exclusively in the bespoke, made-to-order luxury handicraft export sector. All products are handcrafted by skilled artisan clusters across India and produced to specific buyer requirements. The nature of this business model fundamentally limits the scope of returns and refunds, as set out in this Policy.

 

This Returns, Refunds and Order Cancellation Policy (“Policy”) governs all commercial transactions between Ashadeep Luxe (“ADL,” “we,” “us,” or “our”) and its buyers, importers, interior designers, and trade clients (“Buyer” or “you”) in connection with the procurement, manufacture, and export of luxury handicraft goods, including Decorative Lighting, Furniture, Art & Craft, Commissioned Art, Raw Materials, Semi-Finished Goods, OEM/White Label products, and associated sourcing and compliance services.

 

This Policy forms part of, and must be read in conjunction with, ADL’s Terms of Use and any applicable Sales Agreement, Purchase Order confirmation, or Pro Forma Invoice issued by ADL. In the event of any conflict between this Policy and a signed Sales Agreement, the terms of the Sales Agreement shall prevail.

 

1.  Nature of Goods and Services

Buyers are advised to note the following fundamental characteristics of ADL’s product and service offering before placing any order:

 

• All products are handcrafted by artisan communities and made to order against a confirmed buyer brief or Purchase Order. No standard inventory is held by ADL.
• Handcrafted goods are inherently subject to natural variation in texture, colour, grain, finish, and dimension. Such variations are a hallmark of authentic Indian handicraft and do not constitute defects.
• Lead times range from four (4) to twenty (20) weeks depending on category, complexity, volume, and artisan cluster availability, as agreed in writing at the time of order confirmation.
• Commissioned Art, bespoke furniture, and custom lighting pieces are produced exclusively against buyer specifications and are non-transferable to any other buyer once production has commenced.
• Export packing, freight insurance, and documentation are arranged in accordance with the agreed Incoterms and cannot be reversed once goods have been dispatched.

 

By placing an order with ADL, the Buyer confirms that they have read and accepted the above characteristics and their implications for the return and refund framework set out in this Policy.

 

2.  General Position on Returns

As a general rule, ADL does not accept returns of goods that have been produced, shipped, or delivered in accordance with the agreed specifications. This position is consistent with internationally accepted trade practices for bespoke, made-to-order luxury goods.

 

Returns will only be considered in the specific circumstances enumerated in Section 3 of this Policy. Any request for a return that does not fall within those circumstances will be declined.

 

3.  Circumstances in Which Returns Are Accepted

ADL will accept a return, in whole or in part, only in the following circumstances:

 

3.1  Manufacturing Defects

Where goods are found to contain a verifiable manufacturing defect — defined as a structural, functional, or material failure attributable to the production process and not to transit damage, installation, misuse, or normal variation in handcrafted goods — ADL will, at its election:

 

• Arrange for repair or rework of the affected item(s) at no cost to the Buyer;
• Replace the defective item(s) with a production equivalent, subject to artisan availability and lead times; or
• Issue a partial or full credit note or refund in respect of the defective item(s), as detailed in Section 5.

 

Defect claims must be raised within fourteen (14) calendar days of delivery, accompanied by photographic evidence, a written description, and packing inspection records. Claims raised outside this window will not be entertained.

 

3.2  Significant Deviation from Agreed Specifications

Where goods delivered differ materially from the written specifications confirmed in the signed Purchase Order or approved sample sign-off — including in respect of dimensions, materials, finish, or design — ADL will investigate the claim and, if substantiated, offer one of the remedies set out in Section 3.1 above.

 

Minor variation inherent to handcraft production (see Section 1) shall not constitute a material deviation. ADL’s determination of materiality, made in good faith and with reference to the relevant signed documentation, shall be final unless disputed through the process set out in Section 9.

 

3.3  Transit Damage

Where goods are damaged in transit and such damage is documented at the time of delivery — by way of a signed Delivery Exception Report, carrier damage notation, or photographic evidence taken at the point of unpacking in the presence of the carrier’s representative — ADL will assist the Buyer in filing an insurance claim and, subject to insurer approval, arrange replacement or compensation.

 

Buyers are responsible for inspecting all consignments at the point of delivery and must document any visible damage before signing for receipt. Concealed damage must be reported within five (5) business days of delivery. ADL’s liability for transit damage is limited to the insured value of the consignment as declared in the shipping documentation.

 

3.4  ADL Error in Order Processing

Where a consignment is shipped with items that were not part of the confirmed Purchase Order, or where incorrect quantities have been dispatched through ADL’s administrative error, ADL will arrange collection and correct dispatch at no cost to the Buyer.

 

4.  Non-Returnable Categories

The following categories are expressly non-returnable under any circumstances:

 

• Commissioned Art: all bespoke, one-of-a-kind artworks produced to the Buyer’s brief, including sculptures, murals, installations, and mixed-media pieces.
• Custom Furniture and Lighting: any piece produced to a buyer-specified dimension, finish, material, or configuration that deviates from a standard catalogue offering.
• OEM / White Label Goods: goods produced bearing the Buyer’s branding, label, or proprietary design.
• Raw Materials and Semi-Finished Goods: once dispatched, these cannot be returned due to the nature of their processing and export documentation.
• Goods that have been installed, assembled, altered, or used by the Buyer or their agents.
• Goods for which the return window (Section 3.1) has elapsed without a claim being raised.
• Goods damaged after delivery due to improper handling, storage, installation, or environmental conditions at the Buyer’s premises.

 

5.  Refund Framework

 

5.1  Eligibility

Refunds are processed only where a return has been accepted by ADL under Section 3 above, and the relevant goods have been received back at ADL’s designated facility in their original condition (where applicable), or where a credit note has been agreed in lieu of physical return.

 

5.2  Refund Amount

The refund amount shall be calculated as follows:

 

• For full returns accepted under Section 3.1 or 3.2: the invoiced value of the returned goods, less any freight, insurance, customs duty, or handling costs incurred by ADL in connection with the return.
• For partial returns or partial defects: a proportionate credit or refund in respect of the affected units only.
• For transit damage claims: subject to the insurer’s assessment and the agreed insurance value; ADL’s refund obligation shall not exceed the insured value.

 

ADL shall not be liable for any consequential, indirect, or incidental losses, including loss of revenue, project delays, installation costs, or reputational damage, arising from a defective or non-conforming consignment.

 

5.3  Refund Method and Timeline

Approved refunds will be processed by one of the following methods, at ADL’s discretion unless otherwise agreed in writing:

 

• Bank wire transfer to the Buyer’s account of record, within thirty (30) business days of final approval of the return claim.
• Credit note applicable against future orders, issued within fifteen (15) business days of final approval.

 

ADL does not issue refunds via card reversal or third-party payment platforms where the original transaction was settled by bank transfer or Letter of Credit.

 

5.4  Advance Payments and Deposits

All advance payments and production deposits are non-refundable once artisan production has commenced, irrespective of subsequent cancellation. This reflects the irreversible allocation of skilled artisan time, raw materials, and production capacity committed at the point of order acceptance.

 

6.  Order Cancellation

 

6.1  Cancellation Before Production Commencement

A Buyer may cancel a confirmed order without penalty only if written notice of cancellation is received by ADL before the production commencement date confirmed in the Purchase Order acknowledgement. In such cases, any advance payment made will be refunded in full within thirty (30) business days, less any procurement or design costs already incurred.

 

6.2  Cancellation After Production Commencement

If a cancellation request is received after production has commenced, ADL will assess the stage of completion and communicate the applicable cancellation charges, which may include:

 

• Full forfeiture of the production deposit (typically thirty to fifty percent of order value);
• Recovery of raw material and component costs already procured;
• Artisan labour costs incurred to the date of cancellation notice; and
• Any design, compliance, or logistics costs committed on the Buyer’s behalf.

 

ADL will provide a written itemised cancellation statement within ten (10) business days of receiving the cancellation notice. Any balance owed by ADL after deducting the above will be refunded within thirty (30) business days thereafter.

 

6.3  Cancellation After Dispatch

Orders cannot be cancelled after goods have been dispatched from India. The Buyer remains liable for the full invoiced value of the consignment, including any applicable freight, insurance, and export documentation costs.

 

7.  Sample Orders

Where a Buyer has requested production samples prior to bulk order commitment, the following terms apply:

 

• Sample costs are non-refundable in all circumstances.
• Samples are produced as representative pieces and may exhibit minor variation from bulk production; approval of a sample constitutes acceptance of the natural variation inherent in batch production.
• ADL recommends that all Buyers request and approve a pre-production sample before confirming a bulk order. Failure to do so shall not constitute grounds for return or refund on the basis of variation from expectation.

 

8.  Compliance Support and Buying Services

ADL’s Compliance Support and Buying Agent services (including sourcing from top Indian designers and OEM facilitation) are service-based engagements. Service fees are non-refundable once the relevant service has been initiated. Where a service engagement is terminated early by either party, ADL will issue a credit note for any prepaid fees corresponding to undelivered service milestones, at its reasonable discretion.

 

9.  Dispute Resolution

In the event of a dispute regarding a return, refund, or cancellation claim, the parties agree to the following escalation process:

 

• Step 1 — Written Notice: The Buyer must submit a written dispute notice to info@ashadeepluxe.com detailing the nature of the claim, the relevant order reference, and supporting documentation. ADL will acknowledge receipt within five (5) business days.
• Step 2 — Good Faith Negotiation: ADL’s designated representative will engage with the Buyer in good faith to attempt to resolve the dispute within thirty (30) calendar days of receipt of the written notice.
• Step 3 — Mediation: If the dispute is not resolved within the above period, either party may refer the matter to a mutually agreed independent mediator.
• Step 4 — Arbitration: If mediation fails, disputes shall be finally resolved by binding arbitration in Indore, Madhya Pradesh, India, in accordance with the Arbitration and Conciliation Act, 1996, before a sole arbitrator appointed by mutual agreement.

 

Nothing in this Section shall prevent either party from seeking emergency injunctive or interim relief from a court of competent jurisdiction.

 

10. Claim Procedure

To initiate a return, refund, or cancellation request, the Buyer must:

 

• Submit a written claim to info@ashadeepluxe.com with the subject line: “Return / Refund Claim — [Order Reference]”;
• Include: full order reference, invoice number, description of the issue, photographic evidence (minimum 5 high-resolution images), packing list, and carrier documentation if applicable;
• Retain all original packaging materials until the claim has been assessed and ADL has issued written instructions.

 

Claims submitted without the required documentation will not be processed until complete information is provided. Time limits run from the date of delivery regardless of when documentation is submitted.

 

11. Governing Law

This Policy is governed by and construed in accordance with the laws of the Republic of India. The courts of Indore, Madhya Pradesh, India shall have exclusive jurisdiction over any matter arising from this Policy, subject to the arbitration provisions in Section 9.

 

12. Amendments

ADL reserves the right to amend this Policy at any time. Amendments will take effect from the updated Effective Date and will apply to all orders placed on or after that date. Orders placed prior to the amendment date will be governed by the version of this Policy in force at the time of order confirmation.