Terms & Conditions

Art Asia Imports has been working since 2005 to bring beautiful artwork and showcase the talented craftsmanship from India to the United States and Canada. Unlike mass-produced, machine-made items, each of our products is carefully handcrafted by our skilled artisans, giving each piece its own charm and character. We are incredibly grateful to our customers who see the beauty in these products and their overwhelming positive feedback over these years. Please refer to the testimonial page to read comments from our clients in their own words.

Many of our new clients are concerned about the return policy, warranty, damages, lost packages, and want to know how we handle such issues. Irrespective of type of issue, Art Asia will take full responsibility to resolve it and that is the first part of the warranty we offer. The below sections give details on possible different issues and our commitment in supporting our customers.

Return Policy

Due to the nature of our products and where they are made, it is not possible to return products to the manufacturing unit. Hence, products cannot be returned once shipped to the customer.

Warranty Period

Officially, Art Asia products are under warranty for 6 months. However, we still provide support for any issue till 1 year of the date of delivery, even though this extended coverage is not part of our formal policy. Our support can be extended further for minor issues like loss of a small part or similar hardware, or to provide technical guidance. Many times, we have provided part replacement at manufacturing cost, even if the damage occurred after a year.

Art Asia products are highly valued for their hand artwork and craftsmanship; our aim is to avoid discarding any art pieces due to minor issues, as far as the damage can be repaired or part can be replaced.

It is the responsibility of Art Asia Imports to resolve any issue in its delivered products. Below is a list of our most common issues that may occur and how we typically take care of them.

Lost Package

In case the package is lost in transit, it is our responsibility to arrange the replacement. However, clients will need to wait till the investigation is completed by the shipping company (usually takes 10-15 days). To speed up the investigation, it is important for the client to also contact and follow up with the shipping company.

If the replacement package is not in stock with us, we will need to make arrangements from India. If the part is small, the delivery can be done in 2-3 weeks. If the part is big, it may take 3 to 6 months.

Missing Part

If any hardware is missing, we will ship a replacement from our Canada location. It may take 1-2 weeks for delivery. If any small part is missing and is not a regular in-stock item, we can get it from India, directly couriered to the client’s address. This may take 2-4 weeks for delivery, depending on the part.

Wrong Item

Clients must check the label on the box before opening and make sure it is the correct item they ordered. If they find the wrong item either on the label or after opening it, they should immediately report it to us and send images of the label and item. We will send the correct item and arrange for the return of the wrong item without any cost to the client. In case the correct item is sold out, we will either refund the payment or ask the client to wait till we receive the right item in our next shipment from India.

Delay in delivery

Normally, orders are shipped in 3-10 business days. Then, it may take 2-10 days for delivery after the item is picked up by the shipping company. There can be delays in delivery by the shipping company for any reason. Delays may also happen for replacement parts, if shipped from India, due to some events, festivals, natural causes, or other unavoidable circumstances. There is no re-imbursement for such delays.

Cracks

Hairline cracks are normal in solid, natural wood products, irrespective of whether the wood is seasoned and dried, machine-worked, or hand-worked. Such cracks are not considered as breakage and do not affect the functionality or strength of the item. Repairs for such hairline cracks are very easy since only small touch ups are required. Permanent markers are most convenient for any type of touch ups. If cracks are not visible, like underneath the seat, no action is required.

If the crack is slightly bigger and visible, it may need wood filler and/or glue to fill up before using the touch up paint and markers. There are many varieties of wood filler available at local shops like Home Dept and Wal Mart, either in form of filler sticks or paste. Such repairs must be done by the customer; Art Asia will reimburse the material cost at the customer’s request if the amount is considerable.

If the crack is wide and has the potential to affect to affect the strength and functionality of the item, there are 2 options to resolve depending on the part. If the part is non-detachable and can be repaired by a professional, we provide the cost of repair. If the part cannot be repaired, we provide replacement of the part without any cost to the customer. Replacement can take 3 to 6 months depending on the part. With the option of repair, our intention is to save the artistic product from going into the waste bin.

Scratches and Chip Off

Scratches and chip offs are not considered as damage and do not affect the strength and functionality of the item. Chip off can happen due to rough handling by the shipping company or at our warehouse. Chip offs can easily be repaired by the client. Small and invisible chip off doesn’t need any wood filling; just touch up with marker or paint is sufficient. For big visible chip off, wood filler can be helpful before using touch ups. Wood fillers are available at any local shops like Home Depot and Wal Mart in the form of wood sticks and paste.

Broken Part

If any part is found broken after opening the packing, client needs to inform us soon and send us clear images of the damage in the email. If the part is small and detachable, we will arrange for replacement without any cost to client. If the damage is on big part, the priority will be to get it repaired locally by a professional. We will pay the repair cost after approval of the quotation. For example, if a corner of a big swing side panel is damaged, it needs to get repaired by professional. If the damage is not repairable, we will provide replacement of the part. All the replacement parts are to be manufactured and shipped from India. It may take 3-6 months for delivery as we need to wait till our next shipment arrives from India.

Shipping charges for replacement items

When Art Asia agrees to provide replacement of a part due to big cracks, a broken part, wrong item, or similar, there are no additional charges for shipping of the replacement part and return of original part. However, there may be scenarios where the item/part does not qualify for replacement. In such a case, if Art Asia agrees to replace the part, the shipping cost must be paid by the customer.

Custom Orders

For custom orders, once the order is confirmed and the advance is paid, the amount is non-refundable and the order cannot be canceled. However, we can try to help the customer to find another option if possible.

Delivery of custom order items may take 3-6 months depending on when the next shipment arrives. Normally, all our shipments arrive on time as per schedule; however, there could be a delay due to natural causes, delays by the carriers, customs, or some issues at our manufacturing facility. There is no refund/reimbursement for such delays, nor can the order be canceled.