Our General Policy
All sales on theartessa.com are final. Because every Artessa mirror — including pieces from our standard collections — is cut, silvered, and hand-finished at our own workshop in Delhi specifically against each order, we do not maintain finished stock in the way a typical retailer does. As a result, we do not provide refunds for reasons including but not limited to:
- Change of mind after an order has entered production
- Incorrect measurements or wall space taken by the customer
- Colour or finish appearing different on screen than in person
- Delivery arriving within the lead time originally communicated at checkout
This policy is separate from your rights in the case of a damaged, defective, or incorrectly supplied item — see Section 2 below.
Damaged, Defective, or Incorrect Items
We inspect every piece before it leaves our workshop, but we understand that transit and handling can occasionally cause damage. If your order arrives damaged, defective, or not what you ordered, we will make it right — through repair, replacement, or store credit. We do not issue cash or original-payment-method refunds even in these cases; the remedy is repair, replacement, or credit.
To report an issue
- Contact us within 48 hours of delivery at the details below.
- Share clear photos or a short video of the item and its packaging. An unboxing video, if available, helps us resolve claims faster.
- Keep the original packaging until your claim is resolved — we may request it back for damaged-in-transit claims.
Once reviewed, we will confirm whether the issue qualifies for a free repair, a replacement piece, or store credit, and the expected timeline for each.
Order Cancellations
Because most orders begin production shortly after they're placed, cancellation windows are short. Cancellations are issued as store credit, not a cash refund.
| When you cancel | What happens |
|---|---|
| Before production has started (typically within 2 hours of placing the order) | Full order value issued as store credit |
| After production has started, before dispatch | Order is non-cancellable; production costs already committed |
| After dispatch | Order is final. Refer to Section 2 if the item arrives damaged or incorrect |
To request a cancellation, contact us as soon as possible — production start times vary by collection and current workshop load, so earlier requests are more likely to qualify.
Custom & Made-to-Order Mirrors
Custom sizes, custom finishes, and any piece built to your specific wall dimensions are final sale once production begins. These pieces cannot be resold or repurposed the way a standard-size mirror can, so they are not eligible for cancellation, return, or refund outside of the damaged/defective/incorrect-item process in Section 2.
We recommend confirming measurements and finish samples carefully before approving a custom order — our team is available to double-check specifications prior to production.
Trade & Bulk Orders
Orders placed through the Artessa Trade Portal or against a trade quotation are governed by the payment and cancellation terms stated on that specific quotation or purchase order, which take precedence over this page. As a general rule, advance payments on trade orders are non-refundable once production has been scheduled. Trade partners should reach out to their account contact at the Trade Desk for order-specific terms.
Store Credit
Where store credit is issued under this policy, it will be shared as a code redeemable on theartessa.com, valid for 12 months from issue, and can be used toward any future order including custom pieces.
Your Statutory Rights
Nothing in this policy is intended to limit any rights you may have under the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020, or other applicable law in India that cannot be excluded by agreement. If any part of this policy conflicts with a right you hold under applicable law, the law will take precedence over this policy to that extent.