Effective Date: July 14, 2026

At Prem Patra® (a House of Kvaab brand), every framed artwork is crafted and packaged with the utmost care. However, because framed art is fragile and handled by third-party logistics, we have a clear, transparent policy to protect you in case of transit damage or errors, while complying with the Consumer Protection (E-Commerce) Rules, 2020.

We accept returns and will process a full refund or free replacement under the following conditions:

• Transit Damage: The artwork arrives with physical damage (e.g., shattered glass/acrylic, broken frame, dented corners).

• Wrong Item Delivered: You received an artwork different from what you ordered (wrong print, wrong frame color, or wrong size).

• Manufacturing Defect: Significant printing errors or structural defects in the frame.

Because art is subjective and our items are often securely packed for their specific dimensions, we do not offer returns or refunds for:

• Change of Mind: We cannot accept returns if you simply change your mind or feel the artwork doesn't match your decor after delivery.

• Custom or Personalized Orders: Any artwork customized specifically for you (custom sizes, personalized text, bespoke frames) is strictly non-refundable.

• Minor Color Variations: Please note that the colors of the physical print may vary slightly from how they appear on your mobile or computer screen due to different display calibrations. This does not qualify as a defect.

To process claims for transit damage fairly and swiftly, we strictly require a continuous, uncut unboxing video.

• Please record a video starting from the sealed package being opened until the artwork is fully taken out and inspected.

• If the glass/frame is damaged, ensure the damage is clearly visible in the video.

• Claims for transit damage without an unboxing video may be denied, as we need this proof to claim insurance from our shipping partners.

If your order meets the eligibility criteria above, please follow these steps:

1. Report within 48 Hours: You must notify us within 48 hours of the delivery timestamp.

2. Email Us: Send an email to hi@kvaab.com with your Order ID, a brief description of the issue, clear photos of the damage, and the unboxing video.

3. Approval: Our team will review the claim within 24-48 hours. If approved, we will arrange a reverse pickup from your address at our cost.

4. Repackaging: Please pack the artwork back in its original packaging (including bubble wrap and corner protectors) to ensure it can travel safely back to us.

Once we receive and inspect the returned item at our facility, we will initiate your refund.

• Payment Method: Refunds are strictly processed back to the original source of payment (Credit Card, UPI, Bank Account). We do not offer cash refunds.

• Timeline: Once initiated, the refund will reflect in your account within 5 to 7 business days, depending on your bank.

• Replacements: If you opt for a replacement instead of a refund, the new framed artwork will be dispatched within 3-5 business days of your claim being approved.

• Before Dispatch: You can cancel your order for a full refund within 24 hours of placing it, provided it has not already been dispatched.

• After Dispatch: Once a framed artwork has been shipped, the order cannot be cancelled. You will need to accept the delivery; standard return policies will then apply.

• Custom Orders: Custom or personalized orders cannot be cancelled once production has begun.

If you face any issues with your return or refund process, you can escalate the matter to our designated Nodal/Grievance Officer:

• Nodal Officer: Vasundhara Anand

• Mobile: +919999329570 (WhatsApp & Call)

• Email: vasundharaanand@kvaab.com or hi@kvaab.com

• Mailing Address: House of Kvaab, D-583 Chittaranjan Park, New Delhi 110019
  We aim to acknowledge all escalations within 48 hours and resolve them within a maximum of 30 days.