Collector Assurance & Studio Rules
Returns, Cancellations & Transit Caretransparent terms for handcrafted original art
At Soulfulart, every piece is sculpted by hand with authentic clay relief, sacred geometry, and hand-cut mirrors. Because each creation is made to order and customized for your space, our policies are designed to protect both the collector and the artisan with complete clarity and mutual respect.
No Returns
All artworks are individually sculpted and customized to order. The studio does not accept returns under any circumstances.
No Exchanges
Artworks cannot be exchanged for alternative designs, sizes, or color palettes once confirmed and created.
No Cash Refunds
Once custom work has commenced or after parcel dispatch, payments are non-refundable.
24-Hour Cancellation
Order cancellations with refund are eligible strictly within 24 hours of booking.
Order Cancellation
The 24-Hour Cancellation Rule
We understand that circumstances can change unexpectedly. If you need to cancel your order, you must notify the studio in writing via WhatsApp (+91 98205 92565) or email (rachnasaxena27@gmail.com) within exactly 24 hours of placing the order and making the initial payment.
Your full advance payment will be refunded directly back to your original source account (UPI / Bank Account) within 7 business days.
After 24 hours, raw materials (marine plywood, mirror glass, mineral clay) are precision-cut, custom palettes are blended, and dedicated studio time is allocated. Therefore, if cancelled after 24 hours, no refund policy is applicable, and the 50% advance cannot be returned or credited.
Collector Confidence
Pre-Dispatch Video Sign-Off
Because artworks cannot be returned after delivery, Soulfulart operates on a transparent 50% Advance / 50% Pre-Dispatch Milestone to guarantee you get exactly what you envision:
- 50% Initial Advance: Secures your place in the studio schedule and initiates sculpting.
- High-Definition Photo & Video Preview: Once the artwork is cured and framed, artist Rachna Saxena shares high-resolution close-up photographs and a detailed video walkthrough of your completed piece on WhatsApp.
- Collector Approval: You review the clay relief, mirror alignment, and finish before the piece is packed.
- Final 50% Clearance & Dispatch: Only after you are completely delighted with the finished artwork is the remaining 50% balance cleared, followed immediately by courier dispatch.
Transit Damage Protocol
In-Transit Care & Insurance Support
We take extraordinary precautions with multi-layer shockproof cushioning, protective bubble wraps, and reinforced corner guards. However, in the rare event of courier mishandling during transit, here is our established protocol:
To establish courier liability, the recipient must record a continuous, uncut 360° unboxing video from the moment the sealed outer carton is handled, showing the shipping label clearly, outer package condition, and the unwrapping of the piece. This video and high-resolution photographs must be shared with the studio within 24 hours of parcel delivery.
Because art pieces cannot be shipped back to the studio for minor issues (the studio does not accept return parcels), every shipment includes extra matching replacement mirrors and decorative elements. If a small mirror element has loosened during bumpy transit, artist Rachna Saxena personally guides you on WhatsApp or phone on how to affix it cleanly and seamlessly.
In the exceptional circumstance of severe structural courier damage, with the mandatory unboxing video and damage photos submitted within 24 hours, the studio will actively assist the client in real time to process the transit insurance claim with the courier partner. Resolution is handled dynamically and in real time for each case.
Questions Regarding Your Order?
Rachna Saxena Personally oversees every commission and customer query. If you need any assistance, reach out directly.