Return and Refund Policy

At Chaukhat Frame, we take immense pride in the premium quality of our frames and the meticulous expert craftsmanship that goes into every single order. We understand, however, that the nature of shipping fragile items means that occasional issues may arise. Our Refund and Return Policy is structured to be completely transparent, ensuring fairness for both our customers and our artisan business. 

1. Order Cancellation Policy

We begin processing your bespoke and premium orders very quickly to ensure swift delivery. If you change your mind and wish to cancel your order, you must do so within 2 hours of placing it. Once an order has entered the production or dispatch phase, we can no longer accept cancellation requests, as the materials and labor have already been committed to your specific purchase. 

2. Strict Eligibility for Returns and Replacements 

Due to the delicate and often personalized nature of our art and framing products, we do not accept returns or exchanges for a simple "change of mind," incorrect size ordered by the customer, or aesthetic mismatches. Returns and replacements are strictly limited to instances where the product arrives damaged during transit, has a clear manufacturing defect, or if you receive a completely incorrect item. To be eligible for a resolution, you must notify our support team within 2 days of the delivery date. 

3. The Mandatory Unboxing Video Requirement 

To protect both our customers and our business from fraudulent claims, an unboxing video is strictly mandatory for any damage or defect claim. You must record a clear, continuous, uncut video starting from the moment you receive the sealed package. The video must clearly show the shipping label, the process of opening the secure packaging, and close-up footage of the exact damage or defect on the frame or artwork. Claims submitted without a valid, continuous unboxing video will unfortunately be rejected without exception. 

4. Non-Returnable and Non-Refundable Items 

Please note that customized frames, personalized artworks, limited edition prints, and gift cards are strictly non-returnable and non-refundable under any circumstances, barring physical transit damage proven via an unboxing video. 

5. The Refund and Replacement Process 

If your claim is validated, we will first offer a free replacement of the damaged item, shipped to you on an expedited basis. If a replacement is unavailable, we will approve a refund. Once a refund is initiated from our end, it will be processed directly to your original method of payment. Please allow a standard processing time of 5 to 7 business days for the credited amount to reflect in your bank account or credit card statement, depending heavily on your financial institution's processing times