Shipping Return Policy
We ship Products within 3-7 working days of placing an order.
Once a shipment goes out, we will always provide you with a tracking number. It is no longer in our control once India Post has accepted the package. If you think your order is taking longer than it should, you can always call your local post office with the tracking number and they will be able to give you more information than us.
If you have not received your package within 60 days of the date of dispatch, owing to the package being lost in the mail, we will send you a free replacement or offer a refund in-store credit only. Cash refunds on Paypal/Credit card/Debit card are not applicable for lost mail.
Packages are shipped via Speed Post through India Post. International Buyers will be responsible for any possible additional taxes or customs fees relevant to the laws of their country [this cannot be pre-determined, your local postal office will contact you with the value and details once they have the package]. Returns, due to non payment of custom fees, will not be accepted. Sometimes packages can take longer than 60 days to be delivered, this is a drawback of the postal services and customs departments of our two countries involved and Aquatone Artist Materials will not be held responsible or liable for such delays.
We do not offer returns or refunds on our products. However, we do offer an exchange of damaged products within 7 days of receiving your order. If 7 days have gone by since you received your package, unfortunately, we can’t offer you an exchange.
To be eligible for an exchange, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
We also offer free replacement if your order gets lost in the mail. If you have not received your package within 60 days of the date of dispatch, owing to the package being lost in the mail, we will send you a free replacement or offer a refund in-store credit only. We will only offer a free replacement if it is proven with the tracking, we provide you that your package has indeed not reached you. Free replacements will not be provided if your package is held by your country’s customs which causes a delay of longer than 60 days of the date of dispatch. Cash refunds on PayPal/Credit card/Debit card are not applicable for lost mail.
If you do not want the free replacement of the same items in your package, you can opt for store credit instead.
Shipping – for all product replacements, you’ll need to pay for shipping.
Items that are on Sale are NOT eligible for replacements –
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item so that we can evaluate the issue and make it right.
Exceptions / non-returnable items cases :
- Product Label/Packaging has been tampered
- Price tag or original packaging tampered
- Returned without freebies or any accessory shipped with the original order
- Product bought by mistake
- Product no longer needed