This Refund and Cancellation Policy governs all requests for order cancellations, returns, exchanges, and refunds in connection with products manufactured and exported by ONE HANDED BID. This Policy applies to all Buyers, including wholesale buyers, retail customers, distributors, importers, interior designers, and hospitality businesses, whether based in India or internationally.

As a manufacturer and exporter of handcrafted, artisan, and often custom-made goods, our ability to accept returns and issue refunds is necessarily more limited than that of a standard retail seller. We encourage all Buyers to review product specifications, sample products where possible, and communicate requirements clearly before placing an order.

This Policy forms part of our Terms and Conditions and should be read alongside them. Buyers located in the European Union and United Kingdom may have additional rights under applicable consumer protection legislation, which we acknowledge and respect.

Non-Standard Nature of Handcrafted Products

All products manufactured by ONE HANDED BID are handcrafted by skilled artisans. Natural variations in wood grain, colour, tone, texture, patina, metal finish, and dimensions are inherent characteristics of handcrafted and artisan goods. These variations are not considered manufacturing defects and do not qualify for return or refund.

Order Cancellations

Cancellations Before Production Commencement

If a Buyer wishes to cancel an order after Proforma Invoice acceptance and advance payment but before production has commenced, the Company must receive written cancellation notice by email to [CONTACT EMAIL]. Cancellations received before production commencement will be considered, and a partial refund may be issued, subject to deduction of any bank charges, currency conversion costs, administrative processing fees, and costs already incurred in procuring materials.

Cancellations After Production Has Commenced

Once production has commenced, cancellation is generally not possible. The advance payment will be forfeited in full as compensation for materials purchased, labour costs, and lost production capacity. The Company reserves the right to seek recovery of the balance due if goods are at an advanced stage of completion.

Custom and Bespoke Orders

Custom orders are produced exclusively to the Buyer’s specifications and cannot be resold to other customers. Cancellation of custom orders after confirmation is not accepted under any circumstances. The full order value remains payable.

Wholesale and Bulk Orders

Wholesale and bulk orders represent a significant commitment of manufacturing capacity, materials, and resources. Cancellations of confirmed wholesale orders are subject to a minimum cancellation charge of fifty percent (50%) of the order value where production has commenced, in addition to any costs already incurred. The Company will always discuss reasonable alternatives before enforcing cancellation charges.

Returns and Exchanges

General Policy

Due to the nature of our products — handcrafted, artisan, and frequently produced to specification — we do not accept returns on the basis of change of mind, aesthetic preference, or variation in natural materials. Returns are accepted only in the following circumstances:

  • Incorrect Items: Goods delivered do not match the order specification as confirmed in the Order Confirmation.
  • Significant Manufacturing Defects: Goods have a genuine manufacturing defect that substantially impairs their use or functionality and is not attributable to natural variation, normal wear, mishandling, or transit damage.

Conditions for Return

To be eligible for return consideration:

  • The Buyer must notify the Company in writing by email to [CONTACT EMAIL] within seven (7) calendar days of the date of receipt of the goods.
  • Notification must include:
    • The Order Number and Invoice Number
    • A clear written description of the claimed defect or discrepancy
    • Photographic evidence of the alleged defect or incorrect item, including packaging
  • Goods must be unused and, where possible, in original packaging.
  • The Company reserves the right to inspect goods or request additional evidence before approving a return.

Return of Goods

The Company will advise the Buyer on the return process upon approval of a return claim. Unauthorised returns will not be accepted and may be returned to the sender at their cost.

In the event that products are received with a confirmed manufacturing defect or have been damaged during transit, the Buyer must notify the Company within a reasonable period and provide clear photographic evidence and video documentation of the affected products for inspection and verification.

Upon successful review and confirmation of the claim by the Company, a replacement for the defective or damaged goods may be provided. The Company (Exporter) will bear the cost of the replacement goods, while the Buyer (Importer) shall be responsible for all applicable shipping, freight, customs, and handling charges associated with the replacement shipment.

Returns or exchanges will only be considered after the Company has completed its inspection and approved the claim. Products returned without prior authorization or without sufficient supporting evidence may not qualify for replacement or exchange.

International Returns

Buyers are responsible for ensuring that goods returned internationally comply with all export and import regulations in both the destination country and India. The Company accepts no liability for returns that are detained, confiscated, or delayed by customs authorities. Buyers must provide all necessary return customs documentation.

Refunds

Approved Refund Process

Where a refund is approved, the Company will process it within fourteen (14) to twenty-one (21) business days of approval, subject to verification and return of goods (where applicable).

Refunds will be issued using the same payment method as the original transaction, unless otherwise agreed. Bank transfer charges and currency conversion costs will be deducted from the refund amount.

Partial Refunds

Partial refunds may be issued in cases where:

  • Only part of a shipment is affected by a confirmed defect or discrepancy
  • A negotiated resolution is reached between the Company and the Buyer
  • A cancellation occurs at a stage where some costs have been incurred

Non-Refundable Items and Situations

The following are not eligible for refund:

  • Natural variation in colour, texture, grain, or finish of handcrafted items
  • Damage caused by mishandling, improper use, storage, or installation after delivery
  • Transit damage where the Buyer failed to arrange or claim on appropriate cargo insurance
  • Items used, modified, or resold by the Buyer
  • Custom or bespoke orders once production has commenced
  • Advance payments on wholesale orders where cancellation has been requested after production commencement
  • Any sample order fees

Damaged Goods in Transit

Transit damage is governed by the terms of the applicable Incoterms. Once risk has passed to the Buyer (per agreed Incoterms), claims for transit damage must be directed to the carrier and/or cargo insurance provider.

To assist you in making a carrier claim:

  • Note any visible damage on the delivery receipt before signing
  • Preserve all original packaging materials
  • Photograph damage before unpacking further
  • Notify us within five (5) business days of delivery so we can provide relevant documentation

We will provide copies of relevant commercial invoices, packing lists, and other documentation to assist with carrier or insurance claims.

EU and UK Consumer Rights

Buyers who are individual consumers located in the European Union may have rights under the EU Consumer Rights Directive (Directive 2011/83/EU) and applicable national consumer protection laws, including a right of withdrawal of fourteen (14) days for distance contracts. However, these rights are subject to exclusions, including for goods made to the consumer’s specifications or clearly personalised.

Buyers who are businesses (B2B customers) purchasing for commercial purposes do not generally benefit from consumer statutory rights.

UK consumers may also have rights under the Consumer Rights Act 2015, the Consumer Contracts Regulations 2013, and other applicable UK consumer legislation.

We acknowledge these rights and will not seek to contractually exclude any mandatory statutory protections afforded to consumers in their respective jurisdictions. If you believe you have statutory rights that go beyond what this Policy provides, please contact us and we will assess your situation in good faith.

Dispute Resolution

If you are dissatisfied with our response to your refund or cancellation request, we encourage you to escalate the matter to our senior management via email at [CONTACT EMAIL]. We are committed to resolving all genuine disputes fairly and promptly.

If a resolution cannot be reached, the dispute resolution provisions in our Terms and Conditions shall apply.

Contact for Refund and Cancellation Enquiries

Company Name: ONE HANDED BID

Website: https://onehandedbid.com/ 

Email: onehandedbid@gmail.com