Refund Policy

1. General Return Policy for Custom Items At Avivu Enterprise Pvt Ltd (operating as Aviv Craft), we take pride in creating high-quality, handcrafted wall art that is made specifically for you. Because the majority of our products are personalized with unique names, dates, or custom quotes, we maintain a strict no-return and no-refund policy for all custom orders once production has begun. By placing an order for a personalized item, you acknowledge that this product is being created solely for your use and cannot be restocked or resold to other customers. Therefore, we cannot accept returns based on a "change of mind" or slight variations in the natural wood grain, which are inherent characteristics of the material.

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2. Damages and Defective Items We pack every order with extreme care to ensure it arrives safely. However, if your order arrives in a damaged or defective condition, we will provide a free replacement. To be eligible for a replacement, you must report the issue to us within 48 hours of delivery. Crucially, you must provide an uncut unboxing video showing the package being opened for the first time. This video is mandatory evidence required for us to process a claim with our courier partners; without it, we cannot verify that the damage occurred during transit, and we will be unable to issue a replacement or refund.

 

3. Refunds for Non-Custom Items For standard, non-personalized items that do not feature custom text or modifications, we may accept returns only if the item is received in a damaged condition as described above. If your return is approved based on transit damage where a replacement is not possible, we will initiate a refund to your original method of payment. Please allow 5-7 business days for the refund to reflect in your bank account or credit card statement after we have processed your claim.

 

4. Cancellation Policy We understand that mistakes happen. If you need to cancel your order or make changes to your customization details, you may do so within 24 hours of placing the order. After this 24-hour window, our design and production teams begin the precision-cutting and hand-finishing process, and we will no longer be able to accept cancellations or modifications. To request a cancellation within the valid window, please contact our support team immediately with your order number.

 

5. Contact Us If you have any questions about this policy or need to report a damaged item, please contact our support team. We are dedicated to ensuring you are happy with your Aviv Craft experience and will do our best to resolve legitimate issues promptly.