Return & Exchange - Wildgraphy
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 in conjunction with the Company's Terms of Use, Return & Exchange Policy, Shipping Guide, and Open Box Delivery Guide, each available on the Platform. In the event of any inconsistency between this Policy and any other policy of the Company on a matter expressly addressed herein, the category-specific provisions of this Policy shall prevail.
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. 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.
3. Order Cancellation
3.1 Cancellation Prior to Dispatch
A Customer may cancel an order without charge at any time prior to Dispatch. A cancellation request shall be submitted to support@wildgraphy.com, quoting the order number. The Company shall issue written confirmation of cancellation, or written notice of ineligibility (where the order has already proceeded to production or Dispatch), within twenty-four (24) hours of receipt of the request.
3.2 Cancellation Following Dispatch
Once an order has been dispatched, it cannot be cancelled through the Platform. The Customer may, at their election:
(a) decline delivery at the point of attempted delivery, whereupon the shipment shall be returned to the Company, and any refund due shall be processed in accordance with Clause 5 upon the Company's receipt and inspection of the returned shipment; or
(b) accept delivery and thereafter submit a return request in accordance with Clause 4.
3.3 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 | Once production commences, the product is manufactured solely to the Customer's specification and cannot be resold |
| Original / One-of-a-Kind Editions | Until Dispatch | — |
| Safari Booking and Related Third-Party Experiences | Non-cancellable upon confirmation | Bookings are subject to the independent cancellation terms of third-party operators |
3.4 Cancellation Charges
Where a cancellation request is received after production materials have been committed to a Customized Product but prior to completion, the Company may levy a proportionate cancellation charge to recover costs already incurred, including materials and labor. No cancellation charge shall be deducted without prior written disclosure of the amount and basis of such charge to the Customer.
3.5 Cancellation by the Company
The Company reserves the right to cancel an order, in whole or in part, on grounds including but not limited to:
(a) unavailability of the product, including sale of a one-of-a-kind item through another channel prior to order confirmation;
(b) suspected fraudulent activity or failure of payment verification;
(c) breach of the Company's Terms of Use by the Customer;
(d) logistical constraints preventing safe or lawful delivery to the specified address; or
(e) force majeure, as defined in Clause 9.
Where the Company cancels an order under this Clause 3.5, the Customer shall not be charged, and any sum already paid shall be refunded in full within seven (7) Business Days, together with written notice stating the reason for cancellation.
3.6 Amendment
The Company reserves the right to amend the cancellation windows, charges, or procedure set out in this Clause 3 from time to time. Amendments shall take prospective effect from the date of posting on the Platform and shall not affect orders placed prior to such date.
4. Returns
4.1 General
Return eligibility, permissible remedies, and applicable conditions vary by product category, as set out in Clause 4.2. The terms specific to a product's category shall prevail over any general statement made elsewhere on the Platform.
4.2 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 satisfaction of the conditions in Clause 4.4 |
| Natural Wood Framed Artwork | Seven (7) calendar days from Delivery Date | Refund or Replacement | Inspection for Defect prior to replacement; limited to one replacement per order line |
| Customized Products | Not eligible for return, save as provided in Clause 4.3 | Refund or Replacement, solely upon confirmation of a Defect reported within forty-eight (48) hours of the Delivery Date | Excluded from return for reasons of 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 the work is not reproducible) | To be determined in direct consultation with the Company given the unique nature of such works |
| Safari Booking and Related Third-Party Experiences | Non-refundable and non-cancellable upon confirmation | Not applicable | Governed by the independent terms of the relevant third-party operator |
4.3 Defective, Damaged, or Materially Incorrect Products
4.3.1 Reporting Period. A claim that a product is Defective, damaged in transit, or materially different from the item ordered must be reported to return@wildgraphy.com within forty-eight (48) hours of the Delivery Date.
4.3.2 Required Submission. The Customer shall provide:
(a) the order number;
(b) photographic evidence of the alleged Defect or damage;
(c) photographic evidence of the outer packaging, where the packaging is alleged to be damaged; and
(d) the Customer's requested remedy.
4.3.3 Acknowledgment. The Company shall acknowledge a properly documented claim within twenty-four (24) to forty-eight (48) hours of receipt.
4.3.4 Determination. Where the evidence submitted reasonably substantiates the claim, the Company shall process the requested remedy without requiring physical return of the product. Where the evidence is inconclusive, the Company may require physical return for inspection, in which event the Company shall bear the cost of such return shipment.
4.3.5 Resolution Timeline. Upon confirmation of a valid claim, the Company shall initiate the applicable refund or dispatch the replacement within seven (7) Business Days.
4.4 Conditions Precedent to a Valid Return
A return shall be accepted only where the returned product satisfies each of the following conditions at the time of inspection:
(a) Correct Product — the returned item corresponds to the product, SKU, and any identifying markers of the original shipment;
(b) Completeness — all original inclusions (certificate of authenticity, accompanying documentation, accessories) are present;
(c) Unused Condition — the product shows no evidence of display, installation, or handling beyond reasonable inspection;
(d) Undamaged Condition — the product is free from damage not present at the Delivery Date; and
(e) Original Packaging — the product is returned in its original protective packaging.
Where a returned product fails to satisfy any of the foregoing conditions, the Company reserves the right, at its discretion, to (i) decline the return and return the product to the Customer, or (ii) process a reduced refund proportionate to the diminution in value, with written explanation of the basis for such reduction.
4.5 Return Logistics
Return pickup shall be arranged from the original delivery address. A pickup from an alternate address may be accommodated solely where such address is serviceable by the Company's logistics partner, subject to prior confirmation.
5. Refunds
5.1 Timeline
| Circumstance | Processing Timeline |
|---|---|
| Cancellation prior to Dispatch | Ten (10) Business Days from confirmation of cancellation |
| Standard return, following receipt and inspection | Seven (7) to ten (10) Business Days from receipt |
| Confirmed defect/damage claim (no physical return required) | Seven (7) Business Days from confirmation |
The Customer acknowledges that the foregoing timelines govern initiation of the refund by the Company, and that the actual reflection of funds in the Customer's account is thereafter subject to the processing timelines of the Customer's bank or payment service provider, over which the Company exercises no control.
5.2 Method of Refund
Refunds shall be issued to the original payment instrument used at the time of purchase. Where the original instrument is no longer valid, the Company shall coordinate an alternative refund mechanism directly with the Customer. For Cash-on-Delivery orders returned via open-box inspection under Clause 6.3, an on-the-spot refund may be issued where supported by the Company's logistics partner.
5.3 Non-Refundable Amounts
(a) Original outbound shipping charges are non-refundable, save where the return arises from a Defect or an error attributable to the Company.
(b) Return shipping costs for non-defect returns shall be 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.
5.4 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 4.4, or where a cancellation charge under Clause 3.4 applies.
6. General Provisions Governing Returns and Replacements
6.1 Where a replacement cannot be fulfilled (including where the relevant edition is sold out, discontinued, or unique), the Company shall issue a full refund in lieu of replacement.
6.2 Where an accessory (including a certificate of authenticity or hanging hardware) is found missing, damaged, or defective, the Company shall, at its discretion, either replace the specific accessory or refund an amount equivalent to its value, without requiring return of the principal product.
6.3 Open Box Delivery. Where the Customer inspects the product at the point of delivery and identifies damage or a material discrepancy, the Customer may decline acceptance and shall receive an immediate refund, including an on-the-spot refund for Cash-on-Delivery orders where supported by the logistics partner. Upon acceptance of an open-box delivery, subsequent return requests shall be honored solely in respect of a confirmed Defect, and not for reasons of preference or change of mind. Further particulars are set out in the Company's Open Box Delivery Guide.
6.4 Where professional unboxing or installation has been arranged as part of an order (including for oversized or large-format products), 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.
6.5 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.
6.6 Where an order comprises multiple products and only a subset is subject to a return or defect claim, the Customer shall be required to return only the affected item(s), and not the order in its entirety.
7. Exchanges
7.1 An exchange shall be available solely in respect of categories so designated in Clause 4.2 (presently, Fine Art Prints), subject to:
(a) the request being made within the applicable return window;
(b) the returned product satisfying the conditions in Clause 4.4; and
(c) settlement of any price differential between the original and exchanged product.
7.2 Customized Products and Original/One-of-a-Kind Editions are not eligible for exchange, save where a confirmed Defect applies under Clause 4.3.
8. Limitation of Liability
8.1 To the maximum extent permitted by applicable law, the aggregate liability of the Company arising out of or in connection with an order — whether in contract, tort, or otherwise — shall not exceed the total amount paid by the Customer in respect of the product giving rise to the claim.
8.2 The Company shall not be liable for indirect, incidental, or consequential loss arising from a cancellation, return, or refund under this Policy.
8.3 Nothing in this Clause 8 shall operate to exclude or restrict liability that cannot lawfully be excluded under the Consumer Protection Act, 2019 or any other mandatory applicable law.
9. Force Majeure
The Company shall not be liable for delay or failure in the performance of any obligation under this Policy to the extent such delay or failure arises from causes beyond its reasonable control, including natural disaster, pandemic, governmental action, logistics network disruption, or industrial action, provided the Company shall use reasonable endeavors to mitigate the effect of such event.
10. Grievance Redressal
Grievances concerning cancellation, return, exchange, or refund may be directed to the Grievance Officer appointed by the Company 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.
11. Amendment and Severability
11.1 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 apply prospectively.
11.2 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.
12. Governing Law and Jurisdiction
12.1 This Policy shall be governed by the laws of India.
12.2 Subject to Clause 12.3, disputes arising under this Policy shall be subject to the exclusive jurisdiction of the competent courts at Pune, Maharashtra.
12.3 Nothing in Clause 12.2 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.
13. Contact
Returns and Damage 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