Return & Refund Policy

1. Overview

At Solitude, every order is packed with care and quality is something we take seriously. However, we understand that issues can occasionally arise during transit or fulfilment. This policy explains the circumstances under which we accept claims, and what we offer when a valid claim is verified.

This policy applies to all orders placed on artofsolitude.in and is governed by the Consumer Protection Act, 2019.

Note: We do not accept returns for change of mind, personal preference, or any reason other than those explicitly listed in Section 2 of this policy. All claims must be supported by an unboxing video as described in Section 4. For all valid claims, the original product must be returned to us before a replacement is dispatched or a refund is processed.

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2. Eligible Claims

A claim will be considered valid only if one or more of the following conditions are met:

• The product arrived visibly damaged or broken due to mishandling in transit

• The product has a manufacturing defect that was present at the time of delivery, such as loose binding, missing pages, or a printing error that renders the product unusable

• You received the wrong product, that is, a different item from what was ordered

• The product received is significantly different in description from what was listed on the website at the time of purchase

A claim will not be accepted for any of the following reasons:

• Change of mind or personal preference after delivery

• Minor variations in paper shade, cover tone, or print colour that fall within normal small-batch production tolerances

• Subjective dissatisfaction with the product that was not caused by a defect or error on our part

• Damage caused by the customer after delivery, including writing in, tearing, or mishandling the product

• Incomplete claims, that is, those submitted without the required unboxing video, or submitted after the claim window has closed

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3. Claim Window

All claims must be raised within 24 hours of delivery, whether for damaged, defective, wrong, or incorrect items.

The delivery date is determined by the date marked as 'Delivered' on the courier's tracking system. Claims raised after 24 hours of this date will not be accepted under any circumstance, regardless of the reason.

Note: We recommend inspecting your order on the day it arrives and raising any concerns immediately. Do not write in, use, or alter the product before raising a claim, as this will make the claim ineligible.

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4. How to Raise a Claim

To raise a valid claim, you must complete all of the following steps:

Step 1: Record an unboxing video

Before or during opening the package, record a continuous, unedited video of the unboxing. The video must:

• Begin with the outer packaging in the condition it was received, clearly showing any damage, tamper seals, or tape

• Show the full process of opening the package without cuts or breaks in the recording

• Clearly show the product(s) inside and the condition they are in upon opening

• Be recorded in adequate lighting so that the damage or defect is clearly visible

Videos that are edited, begin after the package has already been opened, or do not clearly show the condition of the outer packaging will not be accepted as valid proof.

Step 2: Email us within 24 hours of delivery

Send an email to support.solitude@gmail.com within 24 hours of delivery with the following:

• Subject line: Claim Request, Order #[your order number]

• Your full name and registered email address

• Your order number

• A clear description of the issue

• The unboxing video as an attachment or a shareable link (Google Drive, WeTransfer, or similar)

• Any additional photographs if relevant

Step 3: Wait for verification

Our team will review your claim within 2 to 3 business days of receiving it. We may follow up with questions or request additional information if needed. We will notify you at support.solitude@gmail.com once a decision has been made.

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5. Resolution Options

Once your claim has been verified and approved, you may choose either of the following resolutions:

5.1 Replacement

We will ship a replacement of the same product at no additional cost to you. Replacements are dispatched within 2 to 3 business days of the original product being received back at our fulfilment location, and are subject to product availability.

If the product is out of stock at the time of your claim, we will inform you and offer a full refund instead.

Before dispatching a replacement, we require the original product to be returned to us. We will arrange a courier pickup from your delivery address at no cost to you. You will not be required to drop off the package at a courier facility or bear any return shipping cost. Please retain the original packaging for the return.

5.2 Refund

If you prefer a refund over a replacement, the original product must first be returned to us before the refund is processed. The return process is the same as described in Section 5.1, we will arrange a courier pickup at no cost to you.

Once the returned product has been received and inspected at our fulfilment location, the following refund timelines apply:

• Prepaid orders: the full order value will be refunded to your original payment method within 7 to 10 business days of the returned product being received by us. Razorpay's processing timelines may apply.

• COD orders: refunds will be processed via bank transfer (NEFT/IMPS) to the bank account details you provide. Please allow 7 to 10 business days after the returned product is received and your bank details are submitted. Refunds for COD orders cannot be made in cash.

• The original shipping fee, if charged, is non-refundable unless the error was entirely on our part, such as a wrong product being dispatched.

5.3 Return shipping

For all valid claims requiring a product return, whether for replacement or refund, we will bear the full cost of return shipping. We will arrange a courier pickup from your delivery address at a time mutually agreed upon. 

Return pickup timelines depend on courier availability in your area and may take 2 to 5 business days from the date of scheduling. We will share the pickup details with you by email once scheduled.

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6. Order Cancellations

6.1 Cancellation before dispatch

If you wish to cancel your order before it has been dispatched, contact us immediately at support.solitude@gmail.com with your order number. We will make every effort to cancel the order before it enters the dispatch process, but this cannot be guaranteed once processing has begun.

If the cancellation is successful before dispatch:

• Prepaid orders: full refund to your original payment method within 5 to 7 business days

• COD orders: no payment has been made, so no refund is applicable. The order will simply be cancelled.

6.2 Cancellation after dispatch

Once an order has been dispatched, it cannot be cancelled. If you no longer wish to receive the order, you may refuse delivery at the door. Refused deliveries will be treated as returned-to-origin shipments and handled in accordance with Section 8.1 of our Shipping Policy.

Please note that refused deliveries without a valid reason under this policy will not be eligible for a full refund. Shipping and return shipping costs will be deducted from any refund issued.

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7. Products Not Eligible for Claims

The following are not eligible for claims, replacements, or refunds under any circumstance, including but not limited to:

• Products that have been written in, used, or otherwise altered after delivery

• Products damaged by the customer after delivery through mishandling, water damage, or negligence

• Claims based solely on a change of personal preference or subjective dissatisfaction unrelated to a defect

• Claims raised after the 24-hour window from the delivery date

• Claims submitted without a valid unboxing video as described in Section 4

• Gift orders where the recipient, and not the original purchaser, raises a claim without the original order number and proof of purchase

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8. Fraudulent or Misrepresented Claims

Solitude reserves the right to reject any claim that we reasonably believe to be fraudulent, misrepresented, or submitted in bad faith, including but not limited to claims supported by edited, staged, or fabricated videos or photographs.

We also reserve the right to permanently restrict future orders from any customer found to have submitted fraudulent claims. In serious cases, we may report such instances to the relevant authorities.

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9. Your Consumer Rights

Nothing in this policy limits or waives your statutory rights as a consumer under the Consumer Protection Act, 2019. If you feel your concern has not been adequately addressed, you have the right to:

• Contact us at support.solitude@gmail.com. We will respond within 48 hours and aim to resolve within 30 days.

• File a complaint with the National Consumer Helpline at 1800-11-4000 or through the Consumer App

• Approach the appropriate Consumer Disputes Redressal Commission (District, State, or National) based on the value of the claim

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10. Contact Us

For all return and refund-related queries, please reach out to us:

• Email: support.solitude@gmail.com

• Website: artofsolitude.in

We aim to respond to all queries within 1 to 2 business days.

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Solitude | artofsolitude.in

This Return and Refund Policy was last reviewed on 25 June 2026.