Return, Refund & Replacement Policy

At Krutik By Santya, every artwork is carefully created, packed, and shipped. Since our products are fragile and often made-to-order, we follow a replacement-first policy.

 

1. Refund Eligibility

Refunds are initiated only in the following cases:

  • You receive a wrong product (different artwork/size than ordered), or

  • You do not receive the product at all, and

    • no delivery is completed,

    • no valid tracking confirmation is available, and

    • the shipment is officially declared lost by the courier.

In such cases, refunds will be processed after verification.

 

2. Damaged During Transit

If your artwork or frame gets damaged during transit, this is beyond our direct control.

✔️ In such cases, we provide a replacement only, not a refund.
✔️ Replacement may include:

  • A new frame, or

  • A reprinted artwork, depending on the damage.

Refunds are not applicable for transit-related damages once the product is delivered.

 

3. Reporting Damage (Mandatory Process & Timeline)

To be eligible for a replacement:

  • Damage must be reported within 7 days of delivery

  • The request must be sent only via email to our official support ID:
    📧 officialkrutik@gmail.com

  • Clear photos/videos of the damaged product and outer packaging must be shared

⚠️ Important:
We do not accept damage or replacement requests via:

  • WhatsApp

  • Phone calls

  • Instagram or social media DMs

Email is the only accepted reporting medium.

Requests raised after 7 days of delivery or through any other channel will not be considered.

 

4. Exchange Requests

  • Exchanges are allowed only in case of damage during transit

  • Exchange requests must follow the same email-only reporting rule

  • All exchanges are subject to inspection and approval

 

5. Delivery & Tracking

  • Once a parcel is dispatched, delivery timelines depend on the courier partner

  • Delays due to logistics, customs, festivals, or customer unavailability are not grounds for refund

  • Once a parcel is delivered or collected by the customer, it is considered successfully fulfilled

 

6. Important Notes

Refunds or replacements will not be processed in the following cases:

  • Transit-related damage where replacement is offered

  • Delay after dispatch

  • Change of mind after delivery

  • Requests raised via WhatsApp, calls, or social media

  • Requests raised after the 7-day reporting window