Art materials are bought on a promise about how they will behave. If a pen skips, a pad arrives creased or a set is short of pieces, that promise is broken and we put it right. This page explains the window, the conditions and the money.
| Return window | 10 days from delivery |
|---|---|
| Refund processed within | 6 business days of approval |
| Refunded to | The original UPI ID or bank account used at checkout |
| Condition required | Unused, original packaging and tags, invoice included |
| Damaged or wrong item | Film the parcel as you open it and report within 48 hours |
| Restocking fee | None. We do not charge one. |
1. The window
You have 10 days from the day the parcel is delivered to ask for a return or an exchange. We count from the courier’s delivery date, not from the dispatch date. Requests after that window cannot be accepted, except where the law says otherwise.
2. What condition an item must be in
To be returned, an item must be:
- unused — paint pens uncapped only to check the nib is intact, tubes unsqueezed, canvases unpainted, books unmarked;
- in its original packaging, with any shrink wrap, sleeve, tag or barcode still attached;
- complete — every piece, tray, brush and insert that came in the set;
- accompanied by the invoice we issued with the order.
We inspect what comes back. If an item has clearly been worked with, or is missing pieces, we will contact you before making a decision rather than silently rejecting the return.
3. What we cannot take back
- Items that have been used or drawn on, including partially used paint, filled sketchbooks and cut paper.
- Personalised or specially ordered items made to your specification.
- Clearance and final-sale items, where the product page says so.
- Gift cards and store credit.
- Anything returned without its original packaging.
4. Damaged, defective, wrong or missing on arrival
This is the one case where speed matters. If the parcel arrives damaged, or the item inside is defective, or it is the wrong item, or something is missing from the order:
- Film the unboxing. Start the video before you cut the tape and keep filming until the item is fully out of the packaging. This single clip settles almost every claim, including claims we have to make against the courier.
- Tell us within 48 hours of delivery, with the video, photographs of the damage and the outer carton, and your order number.
- We will send a replacement or a full refund, whichever you prefer. Return shipping in this situation is on us.
If the outer carton is visibly crushed or wet before you accept it, you can simply refuse the delivery and tell us — that is the cleanest outcome for everyone.
5. How to start a return
Send us an email with the subject line Return request and your order number, and include what is wrong, plus photographs. We reply within one working day and tell you whether to hand the parcel to a reverse pickup or to send it yourself.
Where reverse pickup runs, it is free. Where the PIN code has no reverse-pickup service, post the parcel back and we will reimburse the actual postage against a receipt, up to a reasonable amount, together with your refund.
6. Exchanges
We exchange for the same item or a different one of equal value, subject to stock. If the replacement costs more, we invoice the difference; if it costs less, we refund the difference to the original payment method. Only one exchange per order line, so the exchange does not become an open-ended loop.
7. Refunds — timing and route
Once the returned item reaches us and passes inspection, we approve the refund and process it within 6 business days.
- Paid by UPI: the refund goes back to the UPI ID or bank account used at checkout. How quickly it appears after we release it depends on your bank.
- Paid by Cash on Delivery: tell us a UPI ID or bank account and we will transfer the refund there. We cannot refund cash by hand, because we never received cash directly.
Where a return is our fault — damaged, defective, wrong item — the shipping charge you paid is refunded too. Where you simply changed your mind, the ₹59 shipping charge on orders below ₹1,499 is not refunded, because the parcel was already carried.
8. Orders that were part of a free-shipping threshold
If you return part of an order and the amount you keep falls below ₹1,499, the free shipping no longer applies to what you kept. In that case we deduct the flat ₹59 from the refund. We say this here so it is never a surprise on the statement.
9. Late or missing refunds
If we have confirmed a refund and it has not reached you within the stated period, check with your bank or UPI provider first — the last leg is theirs. If it is still missing, write to us with the order number and we will send you the transaction reference so your bank can trace it.
10. Escalation
If you are unhappy with how a return was handled, ask for it to be escalated to our Grievance Officer. Complaints are acknowledged within 24 hours and resolved within 15 days, in line with the Consumer Protection (E-Commerce) Rules, 2020.
11. Returns contact
- Aurinest Pavilion — Aurinest Pavilion, sole proprietorship
- Returns address: 111/222, Vijay Path, Jhalana Chhod, Mansarovar, Jaipur, Rajasthan 302020, India
- Phone: +91 72318 48499
- Email: checkout@aurinestpavilion.shop
- Hours: Monday – Saturday, 10:00 AM – 7:00 PM IST. Closed on Sundays and public holidays.
Please do not send anything back before you have a return confirmation from us — unannounced parcels are hard to match to an order.