Return & Refund Policy

1. Eligibility for Returns & Refunds

You may request a return, exchange, or refund within 14 calendar days of delivery if any of the following apply:

• Transit Damage: The item was broken, chipped, cracked, or structurally damaged during courier shipping.
• Major Defect: The item possesses significant structural failure, cracked wood, broken brass fixtures, or defects beyond natural handmade characteristics.
• Incorrect Item: The artisan shipped a different item, color, or specification from the listing you purchased.
• Unused Standard Item: Eligible non-custom crafts in original, unwashed, and undamaged packaging.

2. Non-Refundable Items

The following items cannot be returned or refunded:

• Customized, engraved, or bespoke items made to individual buyer specifications.
• Normal artisan variations (slight wood grain textures, vegetable dye tone nuances, and hand-chisel signatures that indicate genuine handmade origin).
• Items damaged due to customer misuse, improper care, washing with harsh detergents, or dropping.
• Requests submitted after the 14-day window has elapsed.

3. Return & Replacement Process

1. Submit Request: Log in to your Elart account, navigate to "My Orders", select the item, and click "Request Return / Exchange". Upload clear photos showing the issue and the packaging box.
2. Artisan & Team Review: Our customer support and the artisan studio will review the submission within 24-48 hours.
3. Resolution: For approved damage or defects, we arrange a free courier pickup from your address and immediately dispatch a replacement piece or issue a full refund.

4. Refund Timelines

• Direct Bank Transfer (Sri Lanka): 2-4 business days to your designated account.
• Credit / Debit Cards: 3-5 business days depending on your bank.
• Elart Store Credit: Immediate upon approval.

Refunds are issued to the original payment method used during checkout.