Kathbitha (Pvt) Ltd., owning and operating “Kathbitha” website is committed to ensuring that our customers are 100% satisfied with their purchase. As such, in the rare event of your purchase being damaged or defaced at the point of delivery due to reasons attributable to Kathbitha, you may return your purchase to Kathbitha within 21 days of receipt and receive the refund of your purchase price minus shipping/delivery and handling costs, or you may have a choice of free replacement after returning the purchase. You may contact us on firstname.lastname@example.org for clarifications and instructions to initiate the return process.
Once the return process has been initiated, you should share photographic evidence of damage/s in support of the return reason along with the invoice as proof of purchase, in order to reduce the process time. All item returns to us must be processed and dispatched within Three (3) Days from the return process-initiated date.
All returned items must be in brand-new condition, unused and with the original packaging. Requests to return items due to being damaged during shipping/delivery must be accompanied by photos or other evidence that clearly shows the damage of/on the item received. Artworks with quality issues eg: more than 50% variation is eligible for a full refund minus shipping/delivery costs within 21 days of receiving your order.
Damaged artworks are extremely rare. Please do not accept packages if they are damaged, creased or torn. We will not refund artworks if you accept a damaged box from the courier.
Returns will not be accepted if the artworks are custom-made, personalized portraits or if there has been deliberate damage. We will not offer refunds on items that have been wrongly selected or the customer has had a change of mind, subsequent to receiving the package.
Process to Follow for Returns
From the time you receive any artwork from our couriers, you have Seven (7) Days to decide whether to keep the artwork or return the same in its original condition for a refund if the artwork is damaged.
We also require all returned artwork to be shipped/dispatched by you within Three (3) Days after informing and confirming with us that the work will be returned. So, if you receive artwork you’ve purchased from Kathbitha which is damaged on receipt, you have:
- Seven (7) Days to contact us regarding your intent to return the artwork.
- Ship/dispatch the artwork within Three (3) Days from the day you contacted us OR Ship/dispatch the artwork within Three (3) Days from the day you receive confirmation from us to proceed with returning of the artwork. (whichever is sooner)
It is mandatory that you contact and informs us of the intent to return the item purchased due to it being damaged on receipt. If you fail to notify us of the intent to return the artwork within Seven (7) Days of receipt or do not ship/dispatch the artwork within Three (3) Days of notifying, you will not be eligible for a refund. However, several exceptions will apply and we will assess each request on a case-by-case basis.
Steps to Follow
Within Seven (7) Days of your merchandise delivery date, inform us at email@example.com attaching photographic evidence of the damaged artwork, order details, reasons for refund request, your contact details and preferred method of contact.
You should repackage the artwork using the original packaging materials used by us. If you have already disposed of the original packaging, you will have to bear the costs in relation to the packaging material to return the artwork safely back to us.
You should inform us via email at firstname.lastname@example.org to complete the return process.
Once the artwork reaches us, we will commence the refund process and the amount owed (minus deductions if any) will be refunded to your original source of payment in the same currency using the same exchange rate as your original order within 7 – 10 business from date of receipt by us the return of the artwork.
- Any order which is cancelled within 24 hours of payment confirmation, will be eligible for a full refund which is a 100% money back guarantee.
- Orders cancelled more than 24 hours, but before 72 hours since payment confirmation will be eligible for a partial refund, consisting of order processing costs and 50% of the product purchase price.
- Orders cannot be cancelled if it is more than 72 hours since the payment confirmation.