Order Cancellation and Return Policy
1. Introduction and Scope
This Order Cancellation & Return Policy ("Policy") is issued by Wildgraphy Adventures Private Limited ("Company," "Wildgraphy," "we," "us," or "our") and governs the cancellation, return, exchange, and refund of orders placed through www.wildgraphy.com and www.wildgraphy.in (the "Platform").
This Policy shall be read together with the Company's Terms of Use, Return & Exchange Policy, Open Box Delivery Policy, and Shipping Guide, each available on the Platform. Where any inconsistency arises between this Policy and another policy of the Company on a matter expressly addressed herein, the category-specific provisions of this Policy shall prevail, save that the Open Box Delivery Policy shall exclusively govern the point-of-delivery inspection process referred to therein.
This Policy is framed with reference to the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020. No provision of this Policy shall be construed to exclude, limit, or waive any statutory right available to a Consumer under applicable law that cannot lawfully be excluded or limited by agreement.
2. Rationale for This Policy
The Company's products are, in substantial part, limited-edition and one-of-a-kind fine art works — archival prints, hand-finished framing, and, in certain cases, single-copy original photographs that cannot be reproduced or restocked once sold. This distinguishes the Company's catalogue from ordinary mass-manufactured retail goods in two material respects that this Policy is drafted to address:
(a) Irreplaceability. Where a returned item cannot simply be re-shelved and resold to another customer at full value — particularly Customized Products and Original/One-of-a-Kind Editions — a broad, unconditional right of return would impose a disproportionate commercial burden and, in practice, would not be economically sustainable for a business of this nature.
(b) Fragility and high per-unit value. Archival paper, glazing, and framed artwork are materially more susceptible to handling damage than standard consumer goods, and more difficult to distinguish, after the fact, between damage sustained in transit and damage sustained through customer handling post-delivery.
Accordingly, provisions in this Policy that impose evidentiary requirements, defined reporting windows, and category-specific exclusions are calibrated to distinguish genuine claims from unsubstantiated or opportunistic ones, and are not intended to, and shall not be interpreted to, defeat a genuine claim properly evidenced within the timelines set out below.
3. Definitions
- "Customer" means any natural or legal person placing an order through the Platform.
- "Dispatch" means the point at which an order is handed over to the Company's authorized logistics partner and assigned a shipment tracking identifier.
- "Customized Product" means any product manufactured according to Customer-supplied specifications, including an uploaded photograph, custom dimension, or custom finish, which is not held as standardized inventory.
- "Standard Product" means any fine art print or framed artwork offered for sale in pre-defined, non-customized form through the Platform's catalogue.
- "Delivery Date" means the date recorded as the delivery date in the tracking system of the Company's logistics partner.
- "Business Day" means a day other than a Saturday, Sunday, or public holiday observed in Pune, Maharashtra.
- "Defect" means a material fault in manufacturing, printing, or framing present at the time of Dispatch, or damage sustained in transit prior to delivery to the Customer.
- "Verified Defect" means a Defect confirmed by the Company in accordance with the evidentiary requirements of Clause 5.3.
4. Order Cancellation
4.1 Cancellation Prior to Dispatch
A Customer may cancel an order without charge at any time prior to Dispatch, by submitting a request to support@wildgraphy.com quoting the order number. The Company shall issue written confirmation of cancellation, or written notice of ineligibility, within twenty-four (24) hours of receipt.
4.2 Cancellation Following Dispatch
Once dispatched, an order cannot be cancelled through the Platform. The Customer may (a) decline delivery at the point of attempted delivery, in which case any refund due shall be processed under Clause 6 upon the Company's receipt and inspection of the returned shipment, or (b) accept delivery and submit a return request under Clause 5.
4.3 Category-Specific Cancellation Windows
| Product Category | Cancellation Window | Basis |
|---|---|---|
| Standard Products | Until Dispatch | Inventory may be restocked prior to shipment |
| Customized Products | Until commencement of production, ordinarily within twenty-four (24) hours of order confirmation | Manufactured solely to Customer specification thereafter; cannot be resold |
| Original / One-of-a-Kind Editions | Until Dispatch | — |
| Safari Booking and Related Third-Party Experiences | Non-cancellable upon confirmation | Governed by independent third-party operator terms |
4.4 Cancellation Charges
Where a cancellation request is received after production materials have been committed to a Customized Product, the Company may levy a proportionate charge to recover costs incurred. No such charge shall be deducted without prior written disclosure of its amount and basis.
4.5 Cancellation by the Company
The Company may cancel an order, in whole or in part, on grounds including product unavailability, suspected fraud or payment failure, breach of the Terms of Use, logistical constraints, or force majeure (Clause 12). Where the Company cancels an order, the Customer shall not be charged, any sum paid shall be refunded in full within ten (10) Business Days, and written reasons shall be provided.
4.6 Amendment
The Company reserves the right to amend this Clause 4 from time to time. Amendments shall take prospective effect and shall not affect orders placed prior to the date of posting.
5. Returns
5.1 Category-Specific Return Terms
| Category | Return Window | Available Remedy | Conditions |
|---|---|---|---|
| Fine Art Print (Standard/Limited Edition) | Seven (7) calendar days from Delivery Date | Refund, Replacement, or Exchange | Subject to Clause 5.4 |
| Natural Wood Framed Artwork | Seven (7) calendar days from Delivery Date | Refund or Replacement | Inspected for Defect prior to replacement; one replacement per order line |
| Customized Products | Not eligible for return, save under Clause 5.2 | Refund or Replacement solely upon a Verified Defect reported within forty-eight (48) hours of the Delivery Date | Excluded for subjective preference, sizing dissatisfaction, or change of mind |
| Original / One-of-a-Kind Editions | Seven (7) calendar days from Delivery Date | Refund, Replacement (where reproducible), or store credit (where not reproducible) | Determined in direct consultation with the Company |
| Safari Booking and Related Third-Party Experiences | Non-refundable and non-cancellable | Not applicable | Governed by third-party operator terms |
5.2 Defective, Damaged, or Materially Incorrect Products
5.2.1 Reporting Period. A claim that a product is Defective, damaged in transit, or materially different from that ordered must be reported to return@wildgraphy.com within forty-eight (48) hours of the Delivery Date. Time is of the essence in respect of this reporting period, given the practical difficulty of attributing damage to a specific point in the product's custody chain beyond this window. Claims submitted after forty-eight (48) hours may be declined solely on grounds of delay, save where the Customer demonstrates reasonable cause preventing earlier reporting.
5.2.2 Required Submission. The Customer shall provide the order number, photographic evidence of the Defect or damage, photographic evidence of the outer packaging (where alleged to be damaged), and the Customer's requested remedy.
5.2.3 Acknowledgment. The Company shall acknowledge a properly documented claim within twenty-four (24) to forty-eight (48) hours.
5.2.4 Determination. Where the evidence submitted reasonably substantiates the claim, the Company shall process the requested remedy without requiring physical return. Where evidence is inconclusive, the Company may require physical return for inspection, at the Company's cost.
5.2.5 Resolution Timeline. Upon confirmation of a Verified Defect, the Company shall initiate the applicable remedy within seven (7) Business Days.
5.3 Evidentiary Standard for Claims
A claim under this Policy shall be assessed on the totality of evidence submitted, and the burden of providing evidence reasonably sufficient to substantiate the claimed Defect or damage rests with the Customer. Photographic evidence that is blurred, undated, inconsistent with the product ordered, or otherwise fails to clearly depict the claimed issue may be deemed insufficient, in which case the Company shall notify the Customer and permit submission of further evidence within a reasonable additional period before a final determination is made. This Clause shall not be applied so as to defeat a claim that is, on balance, adequately evidenced merely on account of a technical evidentiary deficiency capable of straightforward correction.
5.4 Conditions Precedent to a Valid Return
A return shall be accepted only where the returned product satisfies each of the following at the time of inspection:
(a) Correct Product — corresponds to the product, SKU, and identifying markers of the original shipment;
(b) Completeness — all original inclusions (certificate of authenticity, documentation, accessories) are present;
(c) Unused Condition — no evidence of display, installation, or handling beyond reasonable inspection;
(d) Undamaged Condition — free from damage not present at the Delivery Date; and
(e) Original Packaging — returned in original protective packaging.
Failure to satisfy any condition entitles the Company, at its discretion, to decline the return and return the product to the Customer, or to process a reduced refund proportionate to the diminution in value, with written explanation.
5.5 Return Logistics
Pickup shall be arranged from the original delivery address, save where an alternate address is confirmed as serviceable by the Company's logistics partner prior to scheduling.
6. Refunds
6.1 Timeline
| Circumstance | Processing Timeline |
|---|---|
| Cancellation prior to Dispatch | Ten (10) Business Days from confirmation |
| Standard return, following receipt and inspection | Seven (7) to ten (10) Business Days from receipt |
| Verified Defect claim (no physical return required) | Seven (7) Business Days from confirmation |
The Customer acknowledges that these timelines govern initiation of the refund by the Company; reflection of funds in the Customer's account thereafter depends on the processing timelines of the Customer's bank or payment provider, over which the Company exercises no control.
6.2 Method of Refund
Refunds shall be issued to the original payment instrument. Where that instrument is no longer valid, the Company shall coordinate an alternative refund mechanism directly with the Customer. For Cash-on-Delivery orders resolved via Open Box Delivery inspection, refunds shall be governed by the Open Box Delivery Policy.
6.3 Non-Refundable Amounts
(a) Original outbound shipping charges are non-refundable save where the return arises from a Defect or Company error;
(b) return shipping costs for non-defect returns are borne by the Customer;
(c) customs duties, import taxes, or related charges levied by a destination country's customs authority are non-refundable by the Company under any circumstance.
6.4 Partial Refunds
The Company may issue a partial refund, with written justification, where the returned product exhibits condition issues falling short of outright rejection under Clause 5.4, or where a cancellation charge under Clause 4.4 applies.
7. General Provisions Governing Returns and Replacements
7.1 Where a replacement cannot be fulfilled (including where an edition is sold out, discontinued, or unique), the Company shall issue a full refund in lieu of replacement.
7.2 Where an accessory is missing, damaged, or defective, the Company shall, at its discretion, replace the specific accessory or refund an amount equivalent to its value, without requiring return of the principal product.
7.3 Open Box Delivery. Where Open Box Delivery was available and availed of for an order, the outcome of that inspection shall be governed exclusively by the Company's Open Box Delivery Policy, including the evidentiary presumptions set out therein. Where Open Box Delivery was available but not availed of, Clause 8.1 of the Open Box Delivery Policy shall apply to any subsequent claim under this Policy.
7.4 Where professional unboxing or installation was arranged as part of an order, the Customer shall not open the packaging independently; damage arising from unauthorized unboxing shall be attributed to post-delivery handling and shall fall outside the scope of this Policy.
7.5 The Company reserves the right to limit the number of returns permitted per order or per Customer account, following internal review, where a pattern indicative of policy misuse is identified, in accordance with Clause 9 (Fraud Prevention) below.
7.6 Where an order comprises multiple products and only a subset is subject to a return or claim, the Customer shall be required to return only the affected item(s).
8. Exchanges
8.1 An exchange shall be available solely for categories so designated in Clause 5.1 (presently, Fine Art Prints), subject to the request being made within the applicable return window, the returned product satisfying Clause 5.4, and settlement of any price differential.
8.2 Customized Products and Original/One-of-a-Kind Editions are not eligible for exchange, save where a Verified Defect applies under Clause 5.2.
9. Fraud Prevention and Misuse
9.1 The Company reserves the right to decline a claim under this Policy, to restrict a Customer's future access to return, replacement, or Open Box Delivery mechanisms, 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) evidence submitted in support of a claim has been altered, fabricated, or does not genuinely correspond to the product or order in question; or
(c) a Customer has engaged in a pattern of cancellations, returns, or claims indicative of systematic misuse of this Policy, including but not limited to repeated claims across multiple orders lacking consistent, credible evidentiary support.
9.2 A determination under Clause 9.1 shall be made by the Company acting reasonably, on the basis of available evidence, and shall be communicated to the Customer in writing with reasons. A determination under this Clause shall not be applied retroactively to defeat a claim already resolved in the Customer's favor prior to such determination, save where the resolution was itself procured through evidence subsequently found to be fabricated.
9.3 Nothing in this Clause 9 shall be exercised in a manner that denies a Consumer a statutory remedy otherwise available under applicable law.
10. Limitation of Liability
10.1 To the maximum extent permitted under applicable law, the Company's aggregate liability arising out of or in connection with any single order — whether in contract, tort, or otherwise — shall not exceed the total amount paid by the Customer for the product giving rise to the claim.
10.2 The Company shall not be liable for indirect, incidental, or consequential loss arising from a cancellation, return, exchange, or refund under this Policy.
10.3 Nothing in this Clause 10 shall operate to exclude or restrict any liability that cannot lawfully be excluded under the Consumer Protection Act, 2019 or other mandatory applicable law.
11. Data Considerations
Where a Customer submits photographic or video evidence in support of a claim under this Policy, the Company shall handle such material solely for the purposes of claim verification, internal quality review, and, where relevant, communication with its logistics or production partners, in accordance with its Privacy and Cookie Policy. The Customer is solely responsible for ensuring that any such material does not unlawfully capture identifiable third parties without appropriate care.
12. Force Majeure
The Company shall not be liable for delay or failure in the performance of any obligation under this Policy to the extent arising from causes beyond its reasonable control, including natural disaster, pandemic, governmental action, logistics network disruption, or industrial action, provided the Company uses reasonable endeavors to mitigate the effect of such event.
13. Grievance Redressal
Grievances concerning cancellation, return, exchange, or refund may be directed 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, without prejudice to the Customer's right to approach the appropriate Consumer Disputes Redressal Commission under the Consumer Protection Act, 2019.
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.
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
Returns and Cancellations: 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, Return & Exchange Policy, Open Box Delivery Policy, and Shipping Guide, each available on the Platform.
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