Section 01
Introduction
This Return and Refund Policy applies to all purchases made through the Auria Art House platform, operated by Link2Trade Ventures LLP. It governs the conditions under which buyers may return artworks and receive refunds, and the obligations of artists in the return process.
We comply with the Consumer Protection Act, 2019 and all applicable Indian consumer protection regulations. By making a purchase on the platform, you agree to the terms of this policy.
Registered Office
Link2Trade Ventures LLP, 270, 5th Main, 3rd Cross, H Block, Ramakrishnanagar, Mysore, Karnataka – 570002, India
Section 02
Return Eligibility
You may request a return within 7 calendar days of confirmed delivery if your order falls under one or more of the following eligible conditions:
Eligible for Return
- Artwork arrived damaged or broken in transit
- Artwork significantly different from the listing description or photos
- Wrong artwork delivered
- Artwork arrived with undisclosed defects not shown in listing
- Artwork dimensions differ materially from those stated in the listing
- Certificate of Authenticity missing where listed as included
Not Eligible for Return
- Change of mind or personal preference
- Custom-commissioned or made-to-order artworks
- Digital downloads and prints-on-demand
- Items damaged after delivery due to buyer handling
- Return requested after the 7-day window
- Auction purchases (separate policy — see Section 11)
- Items with original packaging removed or altered
Minor Variations
Slight colour variations between artwork photographs and the actual piece, due to screen calibration differences, do not constitute grounds for return unless the variation is material and significantly affects the artwork's appearance.
Section 03
Non-Returnable Items
The following categories are explicitly excluded from return eligibility under all circumstances:
- Custom and commissioned artworks — artworks created specifically to a buyer's brief, specifications, dimensions, or personalisation requirements
- Digital downloads — including digital artwork files, digital prints, and any electronically delivered content
- Perishable or consumable art materials — art supplies, paints, or materials sold through the platform
- Framing and mounting services — where framing has been specially ordered at the buyer's request
- Items purchased at auction — all auction sales are final except where an artwork is materially misrepresented (see Section 11)
- Items marked "Final Sale" or "Non-Returnable" — clearly indicated on the listing page at time of purchase
Custom Commissions
Before placing a commission order, buyers should discuss all requirements thoroughly with the artist. Once work has commenced on a custom commission, cancellations and returns are not accepted regardless of completion stage.
Section 04
How to Initiate a Return
To initiate a return, follow these steps within 7 calendar days of your confirmed delivery date:
1
Contact Support
Email returns@auriaarthouse.com with the subject line "Return Request — Order #[your order number]". Include your full name, order number, and reason for return.
2
Provide Documentation
Attach clear photographs of the artwork as received, including any damage or discrepancy. If the outer packaging was damaged, photograph that too. This documentation is required to process your return.
3
Await Approval
Our team will review your request within 2–3 business days. We may contact you or the artist for additional information. You will receive written confirmation of approval or rejection with the reason.
4
Ship the Artwork Back
Once approved, we will provide return shipping instructions and — where applicable — a prepaid return label. Pack the artwork carefully using its original packaging. Do not ship without our written return authorisation.
5
Refund Processed
Once the returned artwork is received and inspected by the artist or our team, your refund will be initiated within 7–10 business days to your original payment method.
Do Not Return Without Authorisation
Returning artwork without first receiving written approval from our team may result in the return being rejected and the artwork being returned to you at your cost. Always wait for return authorisation before shipping.
Section 05
Return Timeline
Day 0
Delivery Confirmed
7-day return window begins from this date
Day 1–7
Submit Return Request
Email support with photos and order number
Day 7–10
Review & Approval
Our team reviews and responds within 2–3 business days
Day 17–21
Refund Issued
7–10 business days after artwork received back
Timeline above is indicative. Actual timelines may vary based on courier transit times, artist response time, and bank processing cycles.
Section 06
Condition of Returned Items
For a return to be accepted, the artwork must be returned in the same condition in which it was received. The following conditions apply:
- Artwork must be unused and unaltered — not cleaned, repaired, framed, or modified in any way after receipt
- All original packaging, tags, labels, and documentation must be included
- Certificate of Authenticity (where provided) must be returned intact and unmodified
- Artwork must be carefully re-packaged for safe return transit — damage during return transit due to inadequate packaging is the buyer's responsibility
Buyer Liability for Return Damage
If an artwork is damaged during return transit due to inadequate packaging by the buyer, the full cost of that damage may be deducted from the refund amount, or the return may be rejected entirely depending on the extent of damage.
Section 07
Refund Policy
Refund Amounts
| Scenario |
Refund |
Return Shipping |
| Damaged in transit |
Full artwork price + original shipping |
Paid by Auria Art House |
| Not as described |
Full artwork price + original shipping |
Paid by Auria Art House |
| Wrong item delivered |
Full artwork price + original shipping |
Paid by Auria Art House |
| Buyer-initiated (eligible) |
Full artwork price only |
Paid by buyer |
| Partial damage (minor) |
Partial refund (negotiated case-by-case) |
Case-by-case |
Refund Method & Timeline
- Refunds are credited to the original payment method used at checkout
- Processing takes 7–10 business days after the returned artwork is received and inspected
- Bank processing time after we initiate the refund: 3–5 additional business days depending on your bank
- UPI and wallet refunds are typically faster than card refunds
- We will notify you by email when the refund has been initiated
GST on Refunds
GST paid on the original transaction will be included in the refund where applicable, in compliance with Indian GST regulations.
Section 08
Damaged or Defective Items
If your artwork arrives damaged in transit or has undisclosed defects, you are entitled to a full refund including original shipping charges. Please follow this process:
- Inspect the outer packaging before signing the delivery receipt
- If visibly damaged, note it on the courier's delivery receipt before signing
- Photograph both the packaging and the artwork damage immediately
- Report to us at returns@auriaarthouse.com within 48 hours of delivery
- Retain all original packaging — it is required for courier insurance claims
48-Hour Reporting Window for Damage
Damage claims must be reported within 48 hours of delivery with photographic evidence. Claims reported after 48 hours may not qualify for a full refund as it becomes difficult to establish whether damage occurred during transit or post-delivery.
Section 09
Wrong Item Delivered
If you receive an artwork that is different from what you ordered, you are entitled to a full refund (including original and return shipping) or a replacement of the correct artwork, at your choice. Report to returns@auriaarthouse.com within 7 days of delivery with your order number and photographs of the artwork received. We will arrange return collection and coordinate the correct artwork dispatch or refund.
Section 10
Cancellations
Before Dispatch
You may cancel your order before the artist has dispatched the artwork for a full refund. Contact us immediately at team@auriaarthouse.com with your order number. Cancellations are subject to confirmation that dispatch has not yet occurred.
After Dispatch
Once an artwork has been dispatched by the artist, it cannot be cancelled. You will need to wait for delivery and then initiate a return if you meet the return eligibility criteria in Section 2.
Custom Commissions
Custom-commissioned artworks cannot be cancelled once the artist has commenced work, regardless of the stage of completion. If cancelled before work has commenced, a full refund will be issued. If cancelled after commencement, a partial refund at our discretion may apply based on work completed.
Section 11
Auction Purchases
All auction sales on Auria Art House are final. By placing a winning bid, you enter into a binding purchase agreement and are obligated to complete the transaction.
Exceptions for Auction Purchases
Auction purchases may be eligible for a return only if:
- The artwork is materially and significantly misrepresented in the listing
- The artwork arrives damaged due to transit (not packaging mishandling)
- A counterfeit or non-original artwork is delivered contrary to the listing
In all such cases, the process in Section 4 applies and written documentation must be submitted within 7 days of delivery.
Bid Responsibly
All bids are legally binding. Failing to complete payment after a winning bid without a valid reason may result in forfeiture of your deposit, suspension of your account, and legal action under the Terms of Service.
Section 12
Artist Responsibilities
Artists on the platform are responsible for the following in relation to returns:
- Listing artworks accurately with true-to-life photographs and complete descriptions of dimensions, medium, condition, and any defects
- Packaging artworks adequately for safe transit — inadequate packaging resulting in damage is the artist's responsibility
- Responding to return and dispute communications from our team within 3 business days
- Accepting returns of legitimately eligible artworks and cooperating with the inspection process
- Where a return is confirmed as the artist's fault (misrepresentation or inadequate packaging), the cost of return shipping and the refund amount will be recovered from the artist's pending revenue
Revenue Hold During Return Period
Artist revenue for each sale is held for 7 days post-delivery (the return window). Funds are released to the artist after the return window closes without a return request, or after a return is resolved in the artist's favour.
Section 13
Disputes
If you are dissatisfied with the outcome of a return request, you may escalate the matter to our Grievance Officer within 30 days of our decision. All escalated disputes will be reviewed by senior management and a final decision issued within 30 days of escalation.
If the dispute remains unresolved after our internal process, you may approach the appropriate Consumer Disputes Redressal Commission under the Consumer Protection Act, 2019. All disputes are subject to the jurisdiction of courts in Mysore, Karnataka, India.
Grievance Officer contact: grievance@auriaarthouse.com
Section 14
Policy Updates
We reserve the right to update this Return and Refund Policy at any time. Changes will be posted on the platform with an updated "Last Updated" date. Significant changes will be communicated to registered users by email. Your continued use of the platform after changes take effect constitutes acceptance of the revised policy.