Refund and Cancellation Policy

In short

You can cancel an order at any time before it is dispatched and receive a full refund. After dispatch, orders cannot be cancelled. If a print arrives damaged, tell us within 48 hours of delivery and we will replace it or refund you. We do not accept returns because you have changed your mind. Every request should be sent to info@thotavaikuntam.in with your order number.

Cancelling before dispatch

Email us with your order number and the word cancel in the subject line. If the print has not yet been dispatched, we will cancel the order and refund the full amount to the payment method you used, through Razorpay. We initiate the refund within 2 business days [CONFIRM] and it usually reaches your account in 5 to 7 business days, depending on your bank or card issuer. Because prints are normally dispatched 7 to 10 business days after your order is confirmed, there is usually a window in which to cancel, but please write as soon as possible.

If we cancel your order ourselves, for example because the edition sold out while your payment was being processed or because of a pricing error, you will receive the same full refund.

After dispatch

Once a print has been handed to the courier, the order can no longer be cancelled and the print cannot be recalled. If you refuse delivery or the parcel is returned to us undelivered, we will contact you to arrange re-delivery [CONFIRM: whether re-shipping is charged to the customer, and whether a refund less shipping costs is offered instead].

Damaged in transit

Every print is packed to archival standards and shipped insured, but damage in transit can still happen. Please inspect the parcel when it arrives. If the packaging or the print is damaged, email us within 48 hours of delivery with your order number and clear photographs of the outer packaging, the courier label and the damage. Keep all the packaging until we have replied, because the courier’s insurer may ask to inspect it.

We will then offer you a replacement print from the same edition, or a full refund if a replacement is not available. Because prints are numbered, a replacement will carry the next available number in the edition and a new Certificate of Authenticity; the damaged print and its certificate must be returned to us or destroyed as we instruct [CONFIRM]. We arrange and pay for collection of the damaged print.

Claims made more than 48 hours after delivery may not be accepted, because our courier insurance requires prompt notice.

Wrong or missing items

If you receive the wrong print, or something is missing from your order, tell us within 48 hours and we will put it right at our cost.

No returns for change of mind

We do not accept returns or exchanges because you have changed your mind, because the colours look different from your screen, or because the print does not suit its intended space. These are limited editions: each impression is numbered, certificated and allocated to its buyer, and a returned print cannot be resold as new. Please check the size, edition details and images carefully before buying, and email us with any questions first. We are happy to send additional photographs on request.

How refunds are paid

Refunds are always made to the original payment method through Razorpay. We cannot refund to a different card, account or UPI ID, or in cash. Most refunds appear within 5 to 7 business days of being initiated. If a refund has not arrived within 10 business days, email us with your order number and we will send you the Razorpay refund reference so that you can follow it up with your bank.

Failed or duplicate payments

If money was debited but you did not receive an order confirmation, email us with the transaction reference and we will trace the payment. If the payment did not complete, the amount is normally reversed automatically by your bank within 5 to 7 business days. If you were charged twice for one order, email us with both transaction references and we will refund the duplicate.

How to raise a request

Email info@thotavaikuntam.in with your order number (it begins with TV-), the email address used on the order, what you would like us to do, and any photographs. We acknowledge every request within 2 business days [CONFIRM].

Your legal rights

Nothing in this policy limits the rights you have under the Consumer Protection Act, 2019 or other applicable Indian law.