Refund policy
All our products are handmade by experienced artisans, one piece at a time, making each piece unique. Due to this process, a slight variation in colour tone, texture or shape may occur between products which is not regarded as a defect and will not be eligible for return or replacement.
Orders once confirmed cannot be cancelled, however it is eligible for return or replacement only if it meets the following conditions:
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If an incorrect product was delivered to you, i.e. the product does not match the item description mentioned on the website/instagram or wrong product is delivered.
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If the product you receive has a genuine manufacturing defect or damage.
- No refund and exchange against the products sold on clearance sale.
- No refund and exchange on florals and pampas grass.
If your purchase meets our return criteria as stated above, please email us at theosmosstudio@gmail.com within 48 hours of delivery with the following information:
- Order number
- Delivery address
- Specify the reason for the return, and in case of defective or incorrect product, please send us an image or a video of the item at theosmosstudio@gmail.com.
If there is a genuine defect or damage in the product, we'd be happy to exchange your product with a replacement or a different product of the same value or refund your order amount within 7-10 working days after the product is picked up from the given address and received by us(in the original condition).
Under certain circumstances, if we are unable to provide you with replacement against your ordered product, then we will notify you, and thereafter will process your refund, a credit of the paid amount will reflect in the original mode of payment within 7-10 business days.
If you find that the package has been tampered, please do not accept the item and handover the package back to the delivery person before signing the POD(Proof of Delivery).
Given the nature of our products, we reserve the sole discretion to provide resolution as we deem fit. Every return or exchange request is treated as an individual case. We are unable to offer refunds if we’ve been given an incorrect or incomplete shipping address, or if there are three failed delivery attempts by our shipping agency or the recipient refuses the package. In such cases to receive the order, you have to bear the shipping cost.