Refund policy

Returns, Exchanges & Refunds Policy

At The Artisans Vault, we take considerable care to ensure that customers have sufficient information about a piece before completing a purchase. We provide detailed product descriptions, dimensions and photographs, and are happy to provide additional information or images upon request.

As our collection consists largely of unique, vintage, antique, handcrafted and one-of-a-kind pieces, many items require specialised handling and transportation due to their fragility, size or weight. 

We do not accept returns or exchanges for change of mind, incorrect selection or any reason unrelated to a product being damaged or defective.

We encourage customers to contact our Concierge Team before purchasing if they require any additional information regarding the condition, dimensions, material, provenance, appearance or suitability of a piece.

The only circumstances in which a return, exchange or refund may be considered are those expressly set out in this policy. 

1. Damaged or Defective Products — Domestic Orders

In the rare event that a product is delivered damaged please contact us within 48 hours of delivery.

To initiate a request, please email concierge@artisans-vault.com with the subject line:

“Product Return [Your Invoice Number]”

Please include:

  • Your invoice/order number
  • Photographs and videos clearly showing the damage or defect
  • Photographs of the outer packaging
  • Photographs of the box and internal packaging materials
  • A brief description of the issue

Photograph and video of the packaging and shipping materials may be required by us to investigate the matter with the relevant logistics provider.

Following review of the information provided, The Artisans Vault will determine the appropriate resolution. Depending on the nature and extent of the issue, this may include repair, replacement/exchange, or, where appropriate, return and refund.

As our pieces are often unique or one-of-a-kind, an identical replacement may not always be available. In such circumstances, we will discuss an appropriate resolution with the customer.

Conditions for an Approved Return

Where a return has been approved:

  • The issue must have been reported to The Artisans Vault within 48 hours of delivery.
  • The product must not have been used, altered, repaired or damaged after delivery.
  • The product must be returned with its original packaging and, where applicable, tags, labels, accessories, manuals and other materials supplied with the order.
  • The item must be returned in the condition in which it was received, subject to the reported damage or defect.

No requests for return, refund or exchange relating to damage or defects will be considered after 48 hours from delivery, except where otherwise required by applicable law.

2. Refunds — Domestic Orders

Where a return and refund has been approved by The Artisans Vault, the refund will generally be processed within 5–15 working days following receipt and inspection of the returned product.

The time taken for the refund to appear in the customer's account may vary depending on the payment method, bank or payment service provider.

Refunds will ordinarily be made to the original payment method used for the purchase.

For example, where payment was made by credit card, the applicable refund will be processed back to the same card.

3. International Orders — Returns & Exchanges

Due to the nature of international shipping, customs requirements and the cost and complexity of transporting fragile or one-of-a-kind pieces across borders, international orders are non-returnable and non-refundable, except where otherwise required by applicable law or where The Artisans Vault agrees to a return in writing.

In the rare event that an international order is received damaged or has a material defect that was not disclosed prior to purchase, the customer must contact The Artisans Vault within 48 hours of delivery.

Please email concierge@artisans-vault.com with the subject line:

“Product Return [Your Invoice Number]”

The customer must provide photographs of:

  • The damaged or defective product
  • The outer packaging
  • The shipping box
  • The internal packaging materials

This information may be required to enable us to investigate the matter with the logistics provider or insurer.

Following review, The Artisans Vault will determine the appropriate resolution, which may include repair, replacement, exchange or, where appropriate, return and refund.

As many of our pieces are unique or one-of-a-kind, an identical replacement may not be available.

International Return & Re-shipping Costs

Where a return, replacement or exchange has been approved for an international order, the customer will be responsible for all return shipping, reverse logistics, re-shipping and any applicable customs, duties, taxes or other charges associated with the return or replacement, unless otherwise required by applicable law or expressly agreed in writing.

The Artisans Vault will not be responsible for absorbing additional international shipping or import/export costs beyond the original delivery cost paid by the customer.

Where applicable, The Artisans Vault will provide an estimate of the return and/or re-shipping charges. Once the customer has approved the applicable charges, a payment link will be provided and the return or replacement process will proceed following receipt of payment.

Conditions for an Approved International Return

Where an international return has been approved:

  • The issue must be reported within 48 hours of delivery.
  • The product must remain unused and unaltered.
  • The original packaging should be retained.
  • The product must be returned with all original packaging, tags, labels, accessories and other materials supplied with the order, where applicable.
  • The customer must cooperate with any reasonable documentation or customs requirements necessary for the return shipment.

No requests for return, refund or exchange relating to damage or defects will be considered after 48 hours from delivery, except where otherwise required by applicable law.

4. Vintage, Antique & Handcrafted Pieces

Please note that many of the pieces offered by The Artisans Vault are vintage, antique, pre-owned or handcrafted.

Signs of age, natural patina, variations in colour or finish, minor surface marks, irregularities, repairs, restoration and other characteristics consistent with the age, materials or craftsmanship of a piece are not, in themselves, considered defects.

Such characteristics are part of the individual nature and history of these objects and are not grounds for return or refund where they have been disclosed in the product description or are reasonably apparent from the photographs provided.

Customers are encouraged to review all product information and photographs carefully and to contact our Concierge Team before purchase if they require any additional information.

5. Contact Us

For any questions regarding returns, exchanges or refunds, please contact:

The Artisans Vault Concierge Team
Email: concierge@artisans-vault.com
WhatsApp: +91 96671 51177

Please quote your invoice/order number in all correspondence so that we can assist you promptly.