Cancellations and Refunds Policy
Cancellations
Due to the custom nature of our high-quality hardcover coffee table books celebrating the cultural diversity of South Asia, we have a strict cancellation policy:
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Before Production: Orders can be cancelled up until they enter production. To cancel an order, please contact us immediately at merchant@rathoreactual.com.
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During Production: Once an order has entered production, cancellations are not possible due to the custom nature of our products.
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After Dispatch: Orders cannot be cancelled once they have been dispatched from our facility in India.
Refunds
We take great pride in the quality of our products. However, we understand that issues may occasionally arise. Our refund policy is as follows:
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Manufacturing Defects: If you receive a product with a manufacturing defect, please contact us at merchant@rathoreactual.com within 7 days of receipt. Include clear photos of the defect. We will review your claim and, if validated, offer a replacement or full refund, including original shipping costs.
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Shipping Damage: If your product is damaged during shipping, please report this to us within 24 hours of delivery. Include clear photos of the damage. We will work with our shipping partners to resolve the issue and provide a replacement or full refund, including original shipping costs.
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Incorrect Orders: In the rare event that you receive an incorrect product, please contact us within 7 days of receipt. We will arrange for the return of the incorrect item and send you the correct product at no additional cost.
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Customer Dissatisfaction: As our products are custom-made, we generally do not offer refunds for change of mind or if you are simply unhappy with your purchase. However, we value our customers' satisfaction highly. If you are dissatisfied with your purchase for any reason, please contact us within 7 days of receipt, and we will do our best to address your concerns.
Return Process
If a return is approved:
- We will provide you with return instructions and a prepaid shipping label.
- Please pack the item securely to prevent any damage during transit.
- Ship the item back to us using the provided shipping label.
- Once we receive and inspect the returned item, we will process your refund or replacement.
Please note that refunds will be issued to the original payment method used for the purchase.
Contact Us
If you have any questions about our Cancellations and Refunds Policy, please contact us at:
- Email: merchant@rathoreactual.com
- Address: 128 City Road, London, United Kingdom, EC1V 2NX
- Social Media: instagram.com/arsalanactual
We aim to respond to all inquiries within 2 business days.