Exchange Policy

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Exchange Policy

ENTERPRISE INTERSTATE EXCHANGE AND REVERSAL REGIME

1. LEGAL CONFIGURATION, OPERATIONAL MATRIX, AND COMPLIANCE INTEGRATION

1.1 Corporate Identity and Operating Legal Entities

This Global Exchange, Structural Transit, and Post-Purchase Remedy Policy ("Exchange Policy") defines the binding terms established by Incroyable Solutions LLC, doing business as Luxeartisanship (hereinafter referred to as the "Company", "Brand", "We", "Us", or "Our"). This contractual framework governs the post-purchase processing, structural physical returns, localized currency credit assignments, and international cross-border exchange workflows generated by clients ("Customers", "Consumers", "Purchasers") navigating our enterprise flagship portal located at https://global.luxeartisanship.com (the "Platform").

  • Registered Delaware Infrastructure Corporate Node: 16192 Coastal Highway, Lewes, Delaware 19958, United States.

  • Global Central Fulfillment and Physical Processing Atelier: Unit No-1501ABC, Tower-1, EON Fairfox, Sector-140A, Noida – 201304, Uttar Pradesh, India.

  • Unified Enterprise Concierge Support Channel: care@luxeartisanship.com

  • Corporate Voice Routing Line: +1 (855) 510-6788

1.2 Absolute Non-Applicability of Capital Refunds

The Client expressly notes and accepts that cash refunds, bank transfers, or payment reversals to credit cards/gateways do not apply to standard product orders under any circumstances. All return workflows execute strictly via one of two exclusive tracks: a 1-to-1 physical replacement for verified damaged/defective items, or the issuance of a non-transferable digital Store Credit Voucher valid for twenty-four (24) months across all Platform nodes.

1.3 Strategic Payment Gateway and Channel Synchronization

This Directive is structured to comply with the merchant rules, marketplace terms, operational standards, and chargeback protection criteria of our partner networks, including:

  • Digital Commerce Ecosystems: Shopify Inc., Shopify Markets, Meta Commerce, Facebook Shops, Instagram Shops, TikTok Shop, Pinterest Shopping, and Google Merchant Center.

  • Financial Clearing Gateways: Shopify Payments, Shop Pay, Stripe Inc., PayPal Inc., Apple Pay, Google Pay, and Amazon Pay.

  • Consumer Trade Commissions: The United States Federal Trade Commission (FTC), European Union Consumer Protection Oversight Bodies, United Kingdom Trading Standards Networks, and the Indian Consumer Protection Act, 2019 provisions regarding cross-border electronic commerce.

2. DEFINITIONS AND CONTRACTUAL TIME FRAMES

For the enforcement of this Policy, the following definitions apply:

  • "Exchange/Credit Window" means a strict timeframe of seven (7) calendar days starting precisely from the timestamp of delivery confirmation issued by the tracking network of our carrier (DHL, FedEx, UPS, Aramex, or equivalent regional logistics systems).

  • "Store Credit" means the provision of an enterprise digital voucher or gift code equal to the original purchase price of the item, issued after deducting any applicable transit costs or customs fees.

  • "New and Unused Condition" means an asset that is free of modifications, signs of wear, surface marks, ambient odors, chemical residues, or environmental exposure. It must retain its structural tags and protective inner packaging.

  • "Transit Refusal Costs" means the total two-way transport fees, storage costs, carrier processing charges, and border handling costs resulting from a client's refusal to accept an international shipment.

3. EXCHANGE PROCESS AND PHYSICAL FULFILLMENT PROTOCOLS

If for any reason you are not completely satisfied with your order, you may return the item within seven (7) calendar days of delivery to be processed for a Store Credit voucher or a product exchange, subject to the conditions below.

                  [ Package Delivered to Client ]
                                 │
                                 ▼
              ┌─────────────────────────────────────┐
              │  Strict 7-Day Window Commences      │
              └──────────────────┬──────────────────┘
                                 │
         ┌───────────────────────┴───────────────────────┐
         ▼                                               ▼
[ Contact care@luxeartisanship.com ]            [ 7 Days Lapse ]
         │                                               │
         ▼                                               ▼
┌─────────────────────────────────┐            ┌───────────────────┐
│ Pack Asset in Original Condition│            │  Exchange Option  │
│ Include Order Receipt & ID Logs │            │  Terminated       │
└────────────────┬────────────────┘            └───────────────────┘
                 │
                 ▼
┌─────────────────────────────────┐
│ Ship to Central India Atelier   │
│ (Client Pays Freight & Duties)  │
└────────────────┬────────────────┘
                 │
                 ▼
┌─────────────────────────────────┐
│ Inspection & Quality Clearance  │
└────────────────┬────────────────┘
                 │
         ┌───────┴───────┐
         ▼               ▼
 [ Store Credit Code ] [ 1-to-1 Replacement Item ]

3.1 Step-by-Step Return Authorization Instructions

To initiate a product exchange or store credit profile, the Client must follow these steps:

  1. Contact our central support desk via care@luxeartisanship.com to report the return intent and register your tracking data.

  2. Repack the item in its original protective packaging, wooden crates, and secure padding to prevent damage during international return transit.

  3. Include your original printed proof of purchase, order number metadata, and official name registry inside the package.

3.2 Mandatory Use of Insured, Traceable Carrier Networks

The Client must return the item using a premium, trackable international courier service (e.g., DHL Express, FedEx Express, UPS). After dispatching the return package, the Client must send the tracking numbers and courier receipts to our support team at care@luxeartisanship.com.

The Brand assumes no responsibility for packages lost, delayed, or damaged during return transit. We advise clients to purchase full transit insurance to safeguard their investment during transport to India.

4. COMPREHENSIVE COST ALLOCATION FOR TRANSIT AND BORDER FEES

4.1 Client-Borne Return and Exchange Costs

For standard exchanges or store credit requests resulting from a change of mind, size preference, or design choice, the Client assumes full financial responsibility for all outbound and inbound logistics costs. This includes:

  • International air freight costs from the customer's location to our Indian atelier.

  • Any applicable Indian import tariffs, customs fees, processing surcharges, or entry border clearings.

  • Outbound transportation costs for shipping the newly selected exchange item back to the client's destination address.

4.2 Exceptions for Defective, Damaged, or Erroneous Deliveries

If the Client receives an item that has sustained transit damage, contains a structural manufacturing defect, or does not match the order details, Luxeartisanship assumes full financial responsibility for the return shipping costs. In these instances, our concierge team will coordinate an international collection or issue a pre-paid air freight return label. The item will be returned to our facility for rapid replacement or artisan repair under the guidelines in Section 7.

5. STRICT ORDER CANCELLATION RESTRICTIONS AND SHIPMENT REFUSAL FEES

5.1 Pre-Dispatch Cancellation Requirements

An order may be cancelled or modified only before it is packed and assigned to a carrier. Once the shipment is processed, an tracking number is generated, and data is uploaded to our shipping engines, the order cannot be cancelled or recalled.

  [ Order Submitted ]
           │
           ▼
┌────────────────────────────────────┐
│   Cancellation Window Eligible     │  ◄── Must occur BEFORE tracking generation.
└──────────┬─────────────────────────┘
           │
           ├─► [ Approval: Store Credit Voucher Processed ]
           │
           ▼
┌────────────────────────────────────┐
│    Dispatched / Shipped Status     │  ◄── Transit loop activated.
└────────────────────────────────────┘
           │
           └─► [ REJECTED: Client Must Bear Transit and Custom Charges ]

5.2 Financial Penalty Penalties for Mid-Transit Cancellations or Delivery Refusals

If a Client attempts a mid-transit cancellation or refuses to accept delivery from the carrier (DHL, FedEx, UPS, Aramex) at the destination address, the Client assumes full responsibility for all associated costs.

The package will either be returned to our facility or abandoned by border authorities. The Client is liable for all transit charges, storage fees, carrier administrative penalties, and return transport costs. These accumulated fees will be deducted from any store credit or partial voucher issued to the client.

5.3 Consequences of Refusing to Pay Local Customs Charges or Taxes

International orders pass through regional customs ports where local authorities assess import duties, luxury tariffs, and sovereign taxes (VAT/GST). If a Customer refuses to pay the applicable customs charges or import taxes assessed by their government, they waive their right to a full store credit or replacement. Once border authorities clarify the status of a refused package, the Company will calculate a partial settlement. This settlement will be issued as store credit after deducting two-way air freight costs, carrier holding penalties, customs clearance fees, and destruction surcharges.

6. RETENTION AND ABSOLUTE EXCLUSIONS FROM RETURNING

Because our master artisans invest significant time, raw materials, and precision craftsmanship into specialized or custom pieces, certain products are exempt from all return options, refunds, or exchanges. #### 6.1 Custom Color Idols

Any artisanal idol, sculpture, or symbolic work that undergoes custom hand-painting, customized pigmentation layers, unique gold-leaf detailing, or specific color alterations based on client preferences is non-returnable.

6.2 Custom Made Statues

Any statue carved, sculpted, cast, or constructed to order, incorporating specific dimensional adjustments, custom raw-material selections, unique base inscriptions, or personalized physical modifications is non-returnable.

6.3 Handcrafted Materiality and Hand-Finishing Variations Disclosure

Luxeartisanship's collections are individually handcrafted by skilled artisans. Clients must recognize that colored or hand-painted items may vary slightly from the images displayed on the Platform.

These variations in brush texturing, color saturation levels, shading gradations, tool markings, and material grain are normal characteristics of luxury artisan production and do not constitute manufacturing flaws or shipping errors. They are recognized as markers of authentic craftsmanship, and do not qualify an item for a free return or product defect claim.

7. ARTIFACT PROCESSING, QUALITY CHECKS, AND TIMELINES

7.1 Receiving Inspection Windows

Returned items entering our facility at Noida, India, are subject to a mandatory quality assurance inspection. Our master artisans will evaluate the piece within five (5) business days of arrival. This inspection confirms:

  • The item is in its new and unused condition, complete with original tags and seals.

  • The product matches the original serial number configuration recorded during packing.

  • The item contains no structural damage, scuffs, structural alignment shifts, or signs of display use.

7.2 Action Milestones and Communications

Once the item is cleared by our quality assurance team and any applicable transit or customs adjustments are calculated, the exchange production or credit issuance loop will begin within five (5) business days.

The Client will receive real-time updates regarding the status of their return, inspection clearance, and outbound tracking metrics at their registered email address.

8. MANDATORY CLAIM SUBMISSION PROCESS FOR DAMAGED OR ERRONEOUS DELIVERIES

8.1 Prompt Assessment Requirements

Clients must inspect their order immediately upon delivery. If an item arrives with genuine structural manufacturing defects, significant shipping damage, or does not match the confirmed order specifications, the Client must contact our concierge team at care@luxeartisanship.com within seven (7) calendar days of delivery (as verified by carrier tracking timestamps).

8.2 Required Evidentiary Dossier

To qualify for an authorized return and a priority replacement build without incurring personal freight or duty expenses, the Client must submit a claim email containing:

  • High-resolution photographs showing the specific area of damage or structural defect.

  • Clear photographs of the outer shipping box, showing the condition of the packaging and any crushing or tearing.

  • A clear photograph of the shipping label, displaying the tracking numbers and sender metrics.

  • A continuous, unedited, clear video recording showing the opening of the package from its sealed state. This video must capture the outer seal being broken and the item being removed and inspected.

Failure to provide these required evidentiary elements, or submitting claims after the seven-day window has closed, will result in automated denial of the claim.

9. REGIONAL EUROPEAN UNION cooling-off DISCLOSURES

9.1 European Union 14-Day Cooling-Off Alignment

Pursuant to the European Union Consumer Rights Directive (2011/83/EU), consumers residing within the European Union possess a statutory cooling-off window for e-commerce orders. For Luxeartisanship's standard inventory collections, this right is structured as an Exchange/Store Credit privilege exercisable within fourteen (14) calendar days of delivery.

9.2 Limitations Regarding Custom Configurations

In accordance with Article 16(c) of the EU Consumer Rights Directive, this cooling-off window does not apply to items made to the consumer’s specifications or clearly personalized. Consequently, our Custom Color Idols and Custom Made Statues remain completely exempt from the 14-day cooling-off period. These custom pieces cannot be returned for exchange, replacement, or store credit from any geographical market.

10. SYSTEM INTEGRITY AND POLICY AMENDMENTS

10.1 Updates and Revisions

Incroyable Solutions LLC retains the authority to modify, update, or revise this Exchange Policy at any time to align with changing international trade frameworks, logistics carrier policies, or payment network standards.

Any updates will be posted on the Platform, and the revised version will apply to all orders placed after the posted "Effective Date."

10.2 Legal Severability

If any section, clause, or specific provision within this Policy is determined to be invalid, void, or legally unenforceable by an international court or regulatory authority, that specific provision shall be severed from the document. The remaining headings, sections, and legal protections shall remain in full force and effect.

11. CENTRAL CONTACT AND SUPPORT MANAGEMENT

For formal policy inquiries, structural logistics assistance, or to submit a verified claims docket under Section 8, please contact our support office:

  • Corporate Operating Entity: Incroyable Solutions LLC

  • Brand Designation: Luxeartisanship

  • Communications Channel: care@luxeartisanship.com

  • Corporate Voice Support: +1 (855) 510-6788

  • Fulfillment and Physical Processing Atelier: 16192 Coastal Highway, Lewes Delaware 19958, United States.