FrozenArt (frozenart.store)
At FrozenArt, every piece of resin wall art is handcrafted and carefully inspected before it leaves our workshop. Because each item is delicate and often one-of-a-kind, please read this policy in full before placing your order.
1. Returns
We accept return requests only in limited circumstances, since resin art is handmade and can be fragile in transit.
Return window: Requests must be raised within 48 hours of delivery.
Eligibility for a return:
- The request is raised within the 48-hour window.
- The item is unused, unaltered, and returned in its original packaging with any accessories or hanging hardware included.
- The return is due to a genuine issue (see Section 2) rather than a change of mind on a custom or made-to-order piece (see Section 6).
- Return shipping costs are the customer’s responsibility unless the return is the result of our error — for example, the wrong item shipped or a manufacturing defect.
Items returned without prior approval, or outside the eligibility criteria above, will not qualify for a refund or store credit.
2. Damaged, Defective, or Missing Items
Every order is quality-checked and securely packed before dispatch. If your piece arrives damaged, defective, or with parts missing, contact us within 48 hours of delivery at [your support email] with:
- Your order number
- A continuous unboxing video, filmed from the moment the sealed parcel is opened (this is required to process any claim)
- Clear photos of the damage or defect
Claims submitted without an unboxing video may not be approved, since it is the only way we can distinguish a manufacturing issue from transit damage or post-delivery handling.
We aim to review claims within 3–5 working days. Approved claims will be resolved by replacement, store credit, or refund, at our discretion, within a further 3–5 working days.
3. Refunds and Store Credit
- Approved refunds are issued to the original payment method. Bank/payment-provider processing times may add a few extra days beyond what we control.
- Where a refund isn’t applicable (e.g., change-of-mind returns that we’ve agreed to accept), we may instead issue store credit valid for 6 months, redeemable on a future purchase. Store credit is non-transferable and cannot be exchanged for cash.
- Shipping charges are non-refundable in all cases, including approved returns, unless the entire order was lost or misdirected due to our error.
4. Incorrect “Delivered” Status
If courier tracking shows your order as delivered but it hasn’t reached you, notify us within 24 hours at contact@frozenart.in with the subject line “Delivery Not Received” and your order number. Courier partners generally will not investigate claims reported after this window, so timely reporting matters.
5. Return to Origin (RTO)
If a shipment is returned to us because of a customer-side issue — an incomplete or incorrect address, being unreachable for delivery, refusing the parcel, or similar — the customer bears the cost of the RTO and any reshipment. Orders returned under these circumstances are not eligible for cancellation once dispatched.
6. Cancellations
- Orders can be cancelled only before they are dispatched. Contact us as soon as possible if you need to cancel.
- Once approved, a small cancellation fee may be deducted to cover payment-gateway and processing costs already incurred; the remaining balance is refunded to your original payment method.
- Custom, personalized, or made-to-order pieces cannot be cancelled once production has begun, given the time and materials invested upfront.
- Orders that have already shipped are governed by the Returns and Damaged/Defective sections above, not by this cancellation policy.
We reserve the right to accept or decline a cancellation request.
7. Shipping Charges
Shipping charges are non-refundable under any circumstances, including on approved returns or cancellations, since courier costs are incurred as soon as a label is generated.
8. International Orders & Customs
FrozenArt currently ships to the US, UK, Kuwait, Oman, and UAE, in addition to India. For international orders:
- The customer is responsible for complying with the customs rules of their destination country.
- Import duties, VAT/GST, brokerage fees, and any other charges levied by the destination country are not included in our product or shipping prices and are the customer’s responsibility to pay on arrival, unless we’ve explicitly stated otherwise at checkout.
- As a general guide: orders to the US are usually duty-free under the $800 de minimis threshold; the UK’s duty-free threshold is much lower (£135), so UK orders more often attract a customs charge; and the UAE applies a standard 5% import duty on most commercial goods.
- FrozenArt is not responsible for delays, holds, or confiscation caused by customs authorities in the destination country. If a shipment is held, the customer is responsible for liaising with customs and completing any paperwork needed for clearance.
- Once a parcel is handed to the international courier, any loss or damage in transit is subject to that courier’s own claims process. We’ll assist with documentation, but we can’t guarantee an outcome we don’t control.
- No refund, replacement, or compensation will be provided for delays or losses caused by customs action or international transit issues beyond our control.
9. Contact Us
For any question about returns, replacements, refunds, or cancellations, reach us at:
Email: contact@frozenart.in
Phone/WhatsApp: +91 755 9933200
This policy may be updated from time to time; the version posted on frozenart.store at the time of your order applies.