Cancellation, Returns and Refunds

Every piece we sell is made by hand, most of it to order, so no two come out quite the same. Small differences in grain, colour and finish are the nature of the work rather than a fault, and we hope they are part of why you chose it.

If something is wrong, we want to put it right. This page says exactly how, including the one thing we ask of you in return.

Please record your unboxing

We ask for a continuous video of the parcel being opened before any claim for damage, a wrong item or a missing item. Start recording with the parcel sealed, show all six sides of the box including the labels, then open it without stopping the camera. One take, no cuts.

We ask because a handmade brass or wooden piece travels a long way in a courier network we do not control, and the video is the only thing that settles, quickly and in your favour, whether the damage happened in transit. With it, most claims are agreed the same day and we do not ask you to prove anything further. Without it we are guessing, and guessing tends to end with a customer being told no.

If a piece turns out to have a fault of our own making, something in the carving, the finish or the fitting that was there before it was packed, photographs are enough. A video proves nothing about a fault that was ours from the start, so we do not ask for one.

Cancelling an order

You can cancel free of charge within 24 hours of placing the order, or at any point before we have started making your piece, whichever comes later. Write to info@premloomenvision.com or message 96492 43355 on WhatsApp with your order number.

Once an artisan has begun work on your piece we can no longer cancel the order, but you can still send it back after delivery under the change of mind section below.

If it arrives damaged, or is the wrong item, or something is missing

Tell us within 48 hours of delivery and send the unboxing video. We will replace it or refund it in full, whichever you prefer, and we pay the return postage.

Send the video, and a photograph of the outer packaging, to info@premloomenvision.com or on WhatsApp to 96492 43355, with your order number. The packaging matters because it is what we take to the courier.

If you simply change your mind

Every piece is made to order, and you can still send it back within 7 days of delivery provided it is unused and in its original packaging. No video is needed for this.

We arrange the pickup and provide the return label. A flat return shipping charge of ₹100 is deducted from your refund. For large or heavy pieces over 2 kg the charge depends on the weight, and we will tell you the exact amount before we book the pickup.

Once the piece reaches us and we have checked it, we refund what you paid for it, less the return shipping charge.

What we cannot take back

• Customised or personalised pieces, including anything carrying a name, a logo or a date.
• Corporate and bulk orders with branding. Those are made for one buyer and cannot be sold to anyone else.
• Candles that have been lit, for safety reasons.

If any of the above arrives damaged or wrong, the sections above still apply. This list is about changing your mind, not about faults.

Products with a manufacturer warranty

Where a piece carries a warranty from its manufacturer, please take warranty claims to them directly. Anything that is our doing, including transit damage and wrong items, stays with us.

How refunds are paid

Refunds go back to the same method you paid with. Once approved, a refund is processed within 5 to 7 business days, though your bank may take a little longer to show it.

If you paid cash on delivery, we will ask for bank details so we can transfer it.

Exchanges

We are happy to exchange a piece for another of the same value within 7 days, on the same terms as a change of mind. Because every piece is made to order, the new one is made fresh and follows the usual 5 to 10 day dispatch.

How to start a return

Write to info@premloomenvision.com or message 96492 43355 on WhatsApp with your order number and a line about what is wrong. We answer every message, and if the fault is ours you will not have to ask twice.

If you are not satisfied with how we handled it

Our grievance officer is named on the Grievance Redressal page, along with the timelines we hold ourselves to.