Refund policy

At String Art Portrait, every product is made specially for you. We create custom handmade string art portraits, personalized name plates, handmade décor, festival gifts and other customized products according to the customer's requirements, photographs, names, designs, sizes, colors and other instructions.

Because each customized product is created specifically for one customer, we do not keep these products as ready-made stock. Once a personalized product has been created, it generally cannot be resold or used for another customer.

For this reason, we do not accept returns or exchanges for customized or personalized products due to change of mind, personal preference, or simply because the customer does not like the product after delivery.

Please read the following policy carefully before placing your order.

1. Customized & Handmade Products – No General Returns

All our custom products are made according to the information, photographs, design requirements and instructions provided by the customer.

Therefore, returns or exchanges are not accepted for reasons such as:

  • Change of mind after placing the order

  • Customer no longer wants the product

  • Customer does not like the design after receiving it

  • Personal preference regarding colour, style or appearance

  • Different expectations from the handmade appearance

  • Customer ordered the wrong size, name or customization details

  • Customer provided incorrect photographs, names, spellings, measurements or other information

  • Minor natural variations caused by the handmade production process

Since each product is individually handcrafted and personalized, it cannot normally be resold to another customer.

Please carefully check and confirm all customization details provided by you before production begins.

2. Handmade Products May Have Natural Variations

Our products are handcrafted by skilled artisans rather than mass-produced by machines.

Therefore, slight variations in:

  • Thread placement

  • Texture

  • Colour tone

  • Wood grain

  • Finishing

  • Shape

  • Minor handmade detailing

may naturally occur.

These minor variations are a normal characteristic of handmade products and will not be considered a manufacturing defect or a valid reason for return or refund.

Every handmade piece is unique, and these small differences are part of its handmade character.

3. Damaged Product Received

We take great care while packing your order. However, in rare cases, a product may be damaged during transportation.

If your package or product appears damaged when you receive it, please do not throw away the packaging.

To help us verify the condition of the product and resolve the issue fairly, you must record a clear, continuous and unedited unboxing video.

Your unboxing video should clearly show:

  1. The sealed package before opening

  2. The courier/shipping label

  3. All sides of the package

  4. The complete opening of the package

  5. The product immediately after opening

  6. The damaged area or issue clearly visible

The video should start before the package is opened and should show the complete opening process without cuts or editing.

Photos alone may not be sufficient to verify transit damage.

4. How to Report a Damaged or Defective Product

If you receive a damaged, defective or incorrect product, please contact us as soon as possible after delivery.

Please send:

  • Your Order ID

  • Customer name

  • Clear photographs of the product

  • A complete unboxing video

  • Clear photographs/video of the damaged or defective area

  • A brief description of the issue

We will review the submitted information and verify the claim.

Important:

Please do not send the product back to us without receiving confirmation from our team first.

Unauthorized returns may not be accepted.

5. Refund or Replacement for Verified Issues

If our team verifies that the product was damaged during transit, has a genuine manufacturing/quality issue, or an incorrect product was sent due to an error from our side, we will work with you to provide an appropriate resolution.

Depending on the situation, the resolution may include:

  • Replacement of the product

  • Repair/rework, where reasonably possible

  • Refund of the eligible product amount

The final resolution will be determined after verification of the issue.

For a genuine and verified damage/defect claim, we will guide you through the next steps.

6. Unboxing Video Is Important

Because our products are delicate and handmade, an unboxing video helps us determine whether the damage occurred during shipping or after the package was opened.

Therefore, a valid unboxing video is required for transit-damage claims.

If an appropriate unboxing video is not available, we may not be able to verify when or how the damage occurred, and the refund, return or replacement request may therefore be declined.

7. Wrong Product or Missing Item

If you receive a product that is different from what you ordered, or an item is missing from your package, please contact us immediately with:

  • Order ID

  • Complete unboxing video

  • Photos of the product/package

  • Details of the issue

After verification, we will review the case and provide an appropriate resolution.

8. Incorrect Customization Details Provided by Customer

Customers are responsible for checking the information provided for customization before production, including:

  • Name spelling

  • Text

  • Photograph

  • Design preference

  • Size

  • Colour preference

  • Other customization instructions

If a product has been correctly made according to the information provided by the customer, it cannot be returned because of an error in the information originally supplied by the customer.

If we make an error while producing the product despite receiving correct information from the customer, please contact us so that we can review and resolve the issue.

9. Order Cancellation

Because customized products require dedicated material, artwork preparation, artisan work and production time, cancellation may not be possible once production or customization work has started.

If you need to cancel an order, please contact us as soon as possible after placing the order.

Cancellation requests received after production has started may not be accepted.

10. International Orders

We ship our handmade and customized products to customers across different locations worldwide.

International orders are also customized and made specifically according to the customer's requirements. Therefore, they are not eligible for general returns or exchanges due to change of mind or personal preference.

For products that arrive damaged or have a verified issue, please contact us with the required unboxing video and supporting photographs so that our team can review the matter and provide an appropriate resolution.

Any customs duties, import taxes or local charges applicable in the destination country are the responsibility of the customer unless specifically stated otherwise at the time of purchase.

11. Refund Processing

If a refund is approved after verification, we will initiate the eligible refund using the applicable payment method.

The time taken for the amount to appear in your account may depend on the payment gateway, bank or financial institution.

We will provide the refund-related information after the claim has been reviewed and approved.

12. Important Policy Notice

By placing an order with String Art Portrait, you acknowledge that your product may be individually customized and handmade according to your requirements.

Therefore:

Customized products are not eligible for general return or exchange.

Returns/refunds are considered only for verified cases such as transit damage, genuine manufacturing defects, incorrect products or other issues caused by us, subject to the verification requirements mentioned above.

We strongly recommend recording an unboxing video for every order, especially for customized and delicate handmade products.

13. Contact Us

If you have received a damaged, defective or incorrect product, please contact us with your order details and supporting evidence.

String Art Portrait
Website: stringartportrait.in
WhatsApp / Phone: +91 90792 31779
Email: stringartportrait1@gmail.com

We value every customer and every handmade creation we make. Our goal is to ensure that your personalized artwork reaches you safely and reflects the care and craftsmanship that went into creating it.

Thank you for choosing String Art Portrait.