Returns & Refund Policy
Effective Date: August 2026 • 7-Day Easy Returns & 100% Transit Guarantee
Collector Satisfaction Guarantee
We want you to love your artwork. If your piece arrives damaged or doesn't meet expectations, our hassle-free return policy has you covered.
1 7-Day Return Eligibility Criteria
You may initiate a return within 7 calendar days from the date of physical delivery under the following conditions:
- The artwork must remain in its original, unaltered condition with no accidental scratches, stains, or liquid exposure.
- The serialized Certificate of Authenticity (COA), original tamper-evident gallery tags, and archival glassine packaging must be included in the return parcel.
- The return request must be raised within 7 days of package delivery.
2 Transit Damage & Replacement Protocol (100% Free)
Zero-Cost Transit Damage Replacement
All shipments are 100% transit-insured by HOZO. If your parcel arrives damaged or physically compromised during carrier transit:
- Notify us within 48 hours of delivery via WhatsApp or email at support@hozostores.com.
- Attach clear photos showing the outer box damage, the shipping label, and the artwork.
- Our logistics team will arrange an expedited doorstep pickup from your address.
You will be offered an immediate 100% Full Refund or a Complimentary Replacement Recreation by the same master artist at zero additional cost.
3 Custom Commissioned Artworks & Non-Returnables
Because bespoke and commissioned paintings are custom crafted according to individualized customer specifications (specific dimensions, custom palettes, personalized dedication inscriptions), custom commissioned works are non-returnable unless they arrive damaged during transit or contain a substantial defect in artisanal medium.
4 Step-by-Step Return Process
Request Pickup
Contact support@hozostores.com or WhatsApp with your Order ID and reason for return.
Repack Securely
Place artwork and Certificate inside the original protective PVC tube or padded box.
Doorstep Pickup
Our courier agent will pick up the package from your address with reverse AWB label.
5 Refund Timelines & Payment Method
Once the returned artwork arrives at our gallery curation facility and passes authenticity verification (within 24–48 hours of receipt):
- Prepaid Orders (Cards, Net Banking, UPI, Wallets): The refund is automatically credited back to your original source account within 3 to 5 business days.
- Cash on Delivery (COD) Orders: Our support team will request your preferred bank account details or UPI ID for direct NEFT/IMPS settlement within 24 to 48 hours.
- Notification: An automatic refund confirmation receipt is emailed with the banking UTR transaction reference code.
6 Order Cancellation Policy
You can cancel any ready-to-ship order free of charge at any time before dispatch directly from your account or by contacting support. Once the package has been handed over to the express courier, the standard 7-day return procedure applies upon delivery.
