Open BOX Delivery
1. Introduction and Scope
This Open Box Delivery Policy ("Policy") is issued by Wildgraphy Adventures Private Limited ("Company," "Wildgraphy," "we," "us," or "our") and governs the procedure by which a Customer may inspect a product at the time of delivery, prior to accepting the same, through the Company's Open Box Delivery mechanism.
This Policy applies to all orders delivered through the Platform where Open Box Delivery is offered as an available option, as indicated on the relevant product page, order confirmation, or shipment notification. Open Box Delivery is not available for all products or all delivery locations, and its availability for a specific order shall be as stated at the time of checkout or shipment. Absence of an Open Box Delivery option for a given order shall not affect the Customer's rights under the Company's Order Cancellation & Return Policy or Return & Exchange Policy.
This Policy shall be read together with the Company's Order Cancellation & Return Policy, Return & Exchange Policy, and Shipping Guide. Where any provision of this Policy conflicts with those policies on a matter specifically addressed herein, this Policy shall govern with respect to the open box inspection process alone; all other matters (refund timelines, cancellation, exchange eligibility) remain governed by the respective policy documents.
Nothing in this Policy shall be construed to exclude, limit, or waive any statutory right available to a Consumer under the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020, or any other applicable law that cannot be excluded or limited by agreement.
2. Rationale for This Policy
The Company's products are, by their nature, fragile, high-value, and frequently irreplaceable — original photographic prints, archival paper, glass-fronted framing, and hand-finished wood are all susceptible to damage in transit that may not be apparent from the exterior of a shipping carton. Open Box Delivery exists to allow the Customer to confirm the physical integrity of the product at the moment of handover, when the chain of custody between the Company's logistics partner and the Customer is unambiguous, thereby protecting both parties from disputes regarding when damage occurred.
This Policy is drafted to balance two objectives: (a) genuine protection for Customers receiving high-value fine art against undetected transit damage, and (b) protection for the Company against unsubstantiated, delayed, or fraudulent damage claims that cannot be reliably attributed to the delivery event. Provisions in this Policy that may appear restrictive (video recording requirements, time limits, executive sign-off) exist specifically to prevent both inadvertent and deliberate abuse of the inspection process, and are not intended to, and shall not be interpreted to, deny a genuine claim supported by adequate evidence.
3. Definitions
- "Open Box Delivery" means the process by which the Company's delivery executive permits the Customer to inspect the product's condition at the point of delivery, prior to the Customer's final acceptance of the shipment.
- "Delivery Executive" means the authorized representative of the Company's logistics partner effecting physical delivery of the product.
- "Inspection Window" means the period of time, as specified in Clause 5.3, within which the Customer must complete inspection at the point of delivery.
- "Acceptance" means the Customer's act of receiving and retaining the product following completion (or waiver) of the Open Box Delivery inspection.
- "Verified Defect" means damage, a manufacturing fault, an incorrect item, or a missing component identified during the Open Box Delivery inspection and confirmed in accordance with Clause 6.
- "Tamper-Evident Seal" means any seal, tape, sticker, or packaging feature applied by the Company that is designed to indicate whether a package has been opened or interfered with after it left the Company's facility.
4. Eligibility and Availability
4.1 Product Eligibility
Open Box Delivery is ordinarily made available for:
(a) Natural Wood Framed Artwork;
(b) Fine Art Prints shipped with glass or acrylic glazing;
(c) Large-format prints (including 4A0 and other oversized formats); and
(d) such other categories as the Company may designate from time to time.
Open Box Delivery may not be available for Customized Products in every instance, owing to logistical constraints in certain serviceable areas; where unavailable, the Customer's rights in respect of a Verified Defect remain governed by Clause 4.3 of the Order Cancellation & Return Policy (48-hour post-delivery reporting window).
4.2 Geographic Availability
Open Box Delivery is subject to serviceability by the Company's logistics partner in the Customer's delivery pin code/postal area. Where unavailable, this will be indicated at checkout, and standard delivery and post-delivery reporting timelines shall apply instead.
4.3 No Guarantee of Availability
The designation of a product as eligible for Open Box Delivery under Clause 4.1 does not guarantee its availability for every individual order, as availability is also contingent on the logistics partner's operational capability at the time of delivery. The Company shall communicate confirmed Open Box Delivery eligibility for a specific order via the shipping confirmation notification.
5. The Inspection Procedure
5.1 Presentation of the Package
Upon arrival, the Delivery Executive shall present the package to the Customer, or to any person at the delivery address reasonably appearing to be authorized to receive it on the Customer's behalf ("Authorized Recipient"), prior to requesting any signature or confirmation of delivery.
5.2 Mandatory Video Recording
The Customer, or the Authorized Recipient, is required to record an unedited, continuous video of the entire unboxing process, from the moment the sealed package is first shown on camera to the final, complete removal and visual inspection of the product. This requirement is not optional and is a condition precedent to the Company's consideration of any damage, defect, or discrepancy claim arising from the Open Box Delivery process. A claim submitted without such video evidence may be declined solely on that basis, without prejudice to the Customer's separate right to pursue a standard post-delivery claim under the Order Cancellation & Return Policy, subject to the terms of that policy.
The video shall clearly and continuously show, without cuts, pauses, or edits:
(a) the exterior of the package, including the shipping label and any visible Tamper-Evident Seals, confirming these are intact;
(b) the act of opening the package;
(c) the removal of all internal packing materials;
(d) the product itself, shown from multiple angles sufficient to display its full surface, frame, and glazing (where applicable); and
(e) any damage, defect, or discrepancy identified, filmed in clear and sufficient detail to allow independent assessment.
5.3 Inspection Window
The inspection, including the video recording described in Clause 5.2, must be completed in the presence of the Delivery Executive and within the time reasonably allotted by the Delivery Executive at the point of delivery, which shall not ordinarily be less than five (5) minutes for a single item and shall be extended at the Delivery Executive's reasonable discretion for multi-item or large-format shipments. A Customer requiring additional time beyond what is reasonably practicable at the doorstep should decline acceptance under Clause 6.1 rather than accept the shipment under time pressure.
5.4 Delivery Executive Non-Interference
The Delivery Executive shall not open the package on the Customer's behalf, shall not handle the product directly except where necessary for safety, and shall not direct, coach, or otherwise influence the manner in which the Customer conducts the inspection or recording.
6. Outcomes of Inspection
6.1 No Defect Identified
Where inspection reveals no damage, defect, or discrepancy, the Customer shall accept the delivery in the ordinary course. Acceptance of delivery following a completed Open Box Delivery inspection constitutes confirmation that the product was received in the condition inspected, and shall be treated as conclusive evidence that no Open-Box-stage damage existed at the time of delivery, without prejudice to the Customer's separate right to report a latent manufacturing Defect not reasonably discoverable at the point of delivery, under the Company's Return & Exchange Policy.
6.2 Defect or Discrepancy Identified
Where the Customer identifies damage, a manufacturing fault, an incorrect item, or a missing component during inspection:
(a) the Customer shall decline acceptance of the shipment;
(b) the Delivery Executive shall facilitate return of the shipment to the Company's designated facility;
(c) the Customer shall retain the video recording made under Clause 5.2 and shall submit it, together with the order number, to return@wildgraphy.com within twenty-four (24) hours of the delivery attempt; and
(d) subject to Clause 6.3, the Company shall process a refund or dispatch a replacement in accordance with Clause 7.
6.3 Verification
The Company reserves the right to review the submitted video recording and any other available evidence (including the logistics partner's handling records) before confirming a Verified Defect. Where the video evidence is incomplete, edited, discontinuous, or otherwise fails to satisfy the requirements of Clause 5.2, the Company may decline to treat the claim as arising under this Policy, without prejudice to the Customer's right to pursue a claim under the standard post-delivery process, subject to the terms and evidentiary requirements of that process.
6.4 Cash-on-Delivery Orders
Where the order was placed on a Cash-on-Delivery basis and a Verified Defect is confirmed at the point of delivery, no payment shall be collected from the Customer, and the transaction shall be treated as not completed.
6.5 Prepaid Orders
Where the order was prepaid and a Verified Defect is confirmed under this Clause 6, the Company shall process a refund in accordance with Clause 7, or, at the Customer's election and where feasible, dispatch a replacement at no additional cost.
7. Refunds and Replacements Arising from Open Box Delivery
7.1 Timeline
Upon confirmation of a Verified Defect under Clause 6.3, the Company shall initiate the applicable refund or dispatch of replacement within seven (7) Business Days.
7.2 Method of Refund
Refunds shall be issued to the original payment method used at checkout. For Cash-on-Delivery orders, no separate refund is required where payment was declined at the point of delivery under Clause 6.4; where payment was, in error, collected despite a Verified Defect, the Company shall refund the collected amount within the timeline in Clause 7.1.
7.3 No Double Recovery
A claim resolved under this Policy shall not additionally be pursued under the Company's Order Cancellation & Return Policy or Return & Exchange Policy in respect of the same defect or discrepancy. For the avoidance of doubt, this Clause does not prevent a Customer from raising a separate, distinct issue (such as a latent defect not discoverable at delivery) under the appropriate policy.
8. Exclusions and Limitations
8.1 Acceptance Without Inspection
Where a Customer elects to accept delivery without exercising the Open Box Delivery inspection available for that order — including by signing for delivery, authorizing acceptance remotely, or permitting a third party to accept on their behalf without conducting the inspection — the Company shall be entitled to treat such acceptance as a waiver of the Open Box Delivery process for that shipment. This waiver does not affect the Customer's separate right to report a Defect within forty-eight (48) hours of delivery under the Order Cancellation & Return Policy, but any such subsequent claim shall be assessed without the benefit of the conclusive evidentiary presumption in Clause 6.1, and shall instead be assessed on the totality of evidence available, in accordance with the standard post-delivery claims process.
8.2 Damage Attributable to Post-Acceptance Handling
The Company shall bear no liability for damage, breakage, or defect arising after Acceptance, including damage caused by the Customer's own handling, unboxing outside the presence of the Delivery Executive, improper storage, or installation, irrespective of whether Open Box Delivery was availed of or waived.
8.3 Tampering
Where the Tamper-Evident Seal on a package is found to be broken, missing, or altered prior to the commencement of inspection, and such condition is not attributable to the Company's logistics partner, the Company reserves the right to treat any subsequently claimed damage as unverifiable under this Policy, and to require the Customer to pursue the matter, if at all, as a claim against the logistics partner directly, without prejudice to any separate right the Customer may have against the Company in respect of a manufacturing Defect established by other means.
8.4 High-Value and Fragile Items
For products exceeding such value threshold as the Company may specify from time to time, or for large-format/oversized products, the Company reserves the right to mandate Open Box Delivery as a condition of delivery (rather than an optional inspection), and to decline to process any subsequent damage claim where the Customer refused to permit the mandated inspection. Where Open Box Delivery is mandated for a specific order, this will be communicated to the Customer prior to Dispatch.
8.5 No Guarantee Against All Forms of Loss
This Policy addresses the verification of product condition at the point of delivery and does not constitute a warranty, guarantee, or insurance policy in respect of the product. The Company's liability in respect of any Verified Defect confirmed under this Policy shall be limited to the remedies set out in Clause 7, and Clause 9 (Limitation of Liability) below shall apply.
9. Limitation of Liability
9.1 To the maximum extent permitted under applicable law, the Company's aggregate liability arising out of or in connection with the Open Box Delivery process, in respect of any single order, shall not exceed the amount paid by the Customer for the product in question.
9.2 The Company shall not be liable for indirect, incidental, or consequential loss arising from the operation of, or a Customer's participation or non-participation in, the Open Box Delivery process.
9.3 Nothing in this Clause 9 shall operate to exclude or restrict any liability that cannot lawfully be excluded under the Consumer Protection Act, 2019 or other mandatory applicable law.
10. Data and Recording Considerations
10.1 The video recording required under Clause 5.2 is created by the Customer and remains the Customer's own record; the Company does not record or retain video of the delivery process on its own systems and relies solely on material voluntarily submitted by the Customer for claim verification purposes.
10.2 By submitting a video recording to the Company under Clause 6.2, the Customer grants the Company a limited license to review, store, and use such recording solely for the purposes of claim verification, internal quality review, and, where relevant, communication with the Company's logistics partner. The Company shall handle any such recording in accordance with its Privacy and Cookie Policy.
10.3 The Customer is solely responsible for ensuring that any recording made under this Policy does not unlawfully capture identifiable third parties (such as neighbors or bystanders) without appropriate care, and the Company bears no responsibility for the Customer's compliance with applicable privacy law in the making of such recording.
11. Fraud Prevention
11.1 The Company reserves the right to decline a claim under this Policy, to suspend Open Box Delivery eligibility for a Customer's future orders, and to pursue such other remedies as may be available in law, where it has reasonable grounds to believe that:
(a) a claimed defect was staged, self-inflicted, or misrepresented;
(b) submitted video evidence has been edited, spliced, or is otherwise not a continuous, unedited record of the inspection; or
(c) a Customer has engaged in a pattern of claims under this Policy indicative of systematic misuse.
11.2 A determination under Clause 11.1 shall be made by the Company acting reasonably and on the basis of available evidence, and shall be communicated to the Customer in writing with reasons.
12. Grievance Redressal
Any grievance concerning the application of this Policy, including a dispute over the determination of a Verified Defect, may be escalated to the Company's Grievance Officer, appointed in accordance with the Consumer Protection (E-Commerce) Rules, 2020:
Grievance Officer:Vidya Ratan Jyoti
Email: support@wildgraphy.com
Phone: 8855830400
Address: B2/1203, Siyona Pethkar, Near Bharat Petrol Pump, Punawale, Pune – 411033, Maharashtra, India
The Grievance Officer shall acknowledge a grievance within forty-eight (48) hours and shall endeavor to resolve it within one (1) month of receipt. This provision is without prejudice to the Customer's right to approach the appropriate Consumer Disputes Redressal Commission under the Consumer Protection Act, 2019.
13. Force Majeure
The Company shall not be liable for any delay, failure, or unavailability of the Open Box Delivery process arising from causes beyond its reasonable control, including logistics network disruption, governmental restriction, natural disaster, or industrial action.
14. Amendment and Severability
14.1 The Company reserves the right to amend this Policy at any time by posting a revised version on the Platform, together with an updated "Last Reviewed" date. Amendments shall take prospective effect and shall not affect deliveries completed prior to the date of amendment.
14.2 If any provision of this Policy is held invalid, illegal, or unenforceable by a court or authority of competent jurisdiction, such provision shall be severed, and the remaining provisions shall continue in full force and effect.
15. Governing Law and Jurisdiction
15.1 This Policy shall be governed by the laws of India.
15.2 Subject to Clause 15.3, disputes arising under this Policy shall be subject to the exclusive jurisdiction of the competent courts at Pune, Maharashtra.
15.3 Nothing in Clause 15.2 shall restrict a Consumer's statutory right under Section 34(2) of the Consumer Protection Act, 2019 to institute proceedings before a Consumer Disputes Redressal Commission having jurisdiction over the Consumer's place of residence or business.
16. Contact
Open Box Delivery Claims: return@wildgraphy.com
General Support: support@wildgraphy.com
Phone: 8855830400
Registered Office: Wildgraphy Adventures Private Limited, B2/1203, Siyona Pethkar, Near Bharat Petrol Pump, Punawale, Pune – 411033, Maharashtra, India
This Policy should be read together with the Company's Terms of Use, Privacy Policy, Order Cancellation & Return Policy, Return & Exchange Policy, and Shipping Guide, each available on the Platform.
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