Refund policy

The Heritage Art – Returns & Refund Policy

At The Heritage Art, we are committed to ensuring a seamless and satisfying experience for every customer. Each product is handcrafted with great care, and we uphold the highest quality standards in packaging and delivery.

As a general policy, we do not offer returns or exchanges for products that are delivered in perfect condition and match the order confirmation. However, we are happy to assist in the following exceptional cases:

1. When Is a Refund or Exchange Applicable?

You may be eligible for a refund, replacement, or exchange if:

  • The product delivered is not as per the order confirmation.

  • The product has a genuine manufacturing defect or was damaged in transit.

2. How to Report an Issue

Please contact our Customer Care within 48 hours of delivery with the following details:

  • Your order number

  • Date of transaction

  • Delivery address

  • A clear image of the wrong or defective item

Contact us via:

⚠️ Important:

  • Do not sign the delivery receipt if the package appears tampered. Please mention details like missing item, visible damage, or tampering on the receipt itself.

  • Retain the original packaging (including price tags, invoices, labels, etc.) until the issue is resolved or reviewed by our logistics/insurance team.

3. Refunds

If your request qualifies for a refund, the amount will be processed within 7–10 business days after confirmation and approval from our customer care team. The refund will be issued to your original payment method.

🚫 Refunds will not be issued in the following cases:

  • Wrong or incomplete shipping address provided by the customer

  • Repeated failed delivery attempts

  • Package refused at the time of delivery

  • Refusal to pay import/custom duties for international orders

  • Unclaimed international packages returned to sender

4. Exchanges

Products bought online cannot be exchanged or returned in-store. Exchange requests will be considered on a case-by-case basis, and The Heritage Art reserves the right to determine the best resolution.

5. International Orders

For international deliveries:

  • Customers are responsible for any applicable customs duties and taxes in their country.

  • If duties are not paid and the parcel is not accepted, no refund will be processed.

Disclaimer

All policies are subject to change without prior notice. In case of any conflict, the Terms & Conditions Policy on our website shall prevail.