We thank you and appreciate your purchase from Tamatina. Please read the policy, conditions and process carefully as they will give you important information and guidelines about your rights and obligations as our customer, concerning any purchase you make through us unless specifically stated otherwise on our product pages or readers offer advertisements. If due to any reason, unavoidable circumstances or beyond the limitations of the merchants the order is not shipped by the seller then the order shall be cancelled and refunded. In the event the order/product is delivered and has been cancelled for refund due to product fault, delivery of wrong product, partial product, etc the refund is processed.
As a user, you may cancel your order at any time before the order is shipped for full refund. For any cancellation requested after dispatch, we hold the right to deduct shipping charges from the refund.
1. INCORRECT OR DAMAGED GOODS
In case a User is not satisfied with the quality of the product, or has received the wrong product, we shall replace the product with a similar product. If the outer package of the ordered product is found damaged at the time of delivery then the buyer needs to inform us immediately at +817024398885 or +919630830112 and/or drop and email to enquiries@tamatina.com with a clear image of the damaged packaging and reject the package at the time of delivery so that it can come back to us and we can send a replacement immediately. Following should be in the body of the email:
- Your order number
- The shipping ID or item number
- A brief description of the reason for the return
- And tell us whether you are seeking a replacement or a refund.
Buyer has to register the refund/replacement claim within three days of the receipt of the product. You can raise a claim via the “Ask for refund/replacement” option in the “My Accounts” page, by sending an email at enquiries@tamatina.com, or by calling +917024398885. You may also inform us of your intent to return an item via letter by post, fax, or e-mail. www.tamatina.com will not entertain any claim made after three days of receipt of an order.
Your request will be processed within 48 hours, and you will receive an email letting you know your replacement is under production. If you select a refund, you will be refunded the full cost of the item and the cost of delivery. We hold our right to deduct refund charges apart from the following reasons:-
- Manufacturing Defect
- Wrong size, design
- Damage caused during shipping of the product
We do not refund the cost of delivery for serviced items, all of which are custom-made to order. Serviced items include all framed items, canvas, art on acrylic, art on metal, loft art, and Photos to Art [or My Photos] products.
Photo Returns are available for most posters and art prints, including framed items, canvas, acrylic, and wood mounts. Photo Returns are not available for some items, including Tapestries, Hand Painted Art, and Limited Edition prints. If the damage or quality issue is not apparent in the photo, you will be required to return the item at your expense before the return can be processed.
2. PACKAGING OF ITEMS FOR RETURN
To return an item, please pack them in the original tube or box and include the completed Return Instructions from located on the back of the Packing List included with your order. Please include your name, postal address, email address, telephone numbers, as well as your order number, the shipping ID, and item number. We encourage you also to include a brief description of the reason for the return. We request you to retain the original shipping material and we also hold the right to refund for the products in circumstances were the products are damaged on the way to return.
The company will be bearing the cost of returning the items.
3. REFUND
Refunds will be issued within 48-72 hours from delivery of the package back to us by the same means of payment as used for the initial transaction. You will not incur any fees as a result of such return. We will withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.
Once we are in receipt of the goods or have received the tracking information of the returned item from you, we will the refund amount to your bank account, credit card, online wallet, etc. We typically issue your refund within 48-72 hours of receiving the package.
4. EXCHANGE
If a User wants to exchange a product for a product in a different size or a different item, he can do so for a refund by following these simple steps:
- Register the refund/replacement claim within three days of the receipt of the product. You can raise a claim via the “Ask for refund/replacement” option in the “My Accounts” page, by sending an email at enquiries@tamatina.com, or by calling +917024398885. You may also inform us of your intent to return an item via letter by post, fax, or e-mail.
- Complete the return request form on the back of the packing list included with your order along with a brief description of the reason for the return.
- Ship your item back to us in its original packaging and enclose your completed Return Request. We strongly encourage you to return the item via a traceable method and a reliable courier company.
- We typically issue your refund within 2 to 3 business days of receiving the package.
Once the refund process is complete, you can place an order for a fresh item of your choice.
5. DISPUTE RESOLUTION
The issues can be resolved by making a complaint to enquiries@tamatina.com.
Only if a buyer formally files a case, we can get involved in the Dispute Resolution. All disputes involving but not limited to rights conferred, compensation, refunds, and other claims will be resolved through a two-step Alternate Dispute Resolution mechanism.
Stage 1: Mediation. In case of a dispute, the matter will first be attempted to be resolved by a sole mediator who is a neutral third party and will be selected at the mutual acceptance of a proposed mediator by both parties. Both parties may raise a name for the sole mediator and in the case both parties accept the proposed name, the said person shall be appointed as sole mediator. In case the parties are not able to reach a consensus within two proposed mediators, the sole proprietorship reserves the right to decide who the final mediator is. The decision of the mediator is not binding on both parties.
Stage 2: Arbitration. If the dispute is not settled by mediation, it shall be referred to and finally resolved by arbitration, which shall be governed by the law, rules and regulations of Maharashtra, India. The Arbitral award is binding on both parties. The Arbitration Board shall comprise three members – one appointed by each party and the third member to be nominated by the two appointed members by mutual consent. Arbitration shall be held at Gwalior, Madhya Pradesh. The proceedings of arbitration shall be in the English language. The arbitrator’s award shall be final and binding on the Parties.
The exclusive jurisdiction and venue for actions and disputes mentioned above shall be the courts located in Gwalior, India and You hereby submit to the personal jurisdiction of such courts.