Returns Policy

Business

Product

Legal

Applicability & Global Scope

This Global Returns Policy applies across all Artisan Furniture fulfilment centres, websites, and international operations. It is a single, harmonised policy that governs the handling of returns, damages, defects, infestations, lost parcels, and unauthorised returns for all trade account holders. It covers the following hubs and controlling websites (non-exhaustive):

This global policy ensures uniform handling of returns across all markets. Regional differences in courier arrangements, taxes, or regulatory frameworks do not alter the fundamental principles laid out here. Every claim — whether raised in the UK, US, EU, Canada, Australia, or India — follows the same rules, timelines, and review processes set out below.

Quick Read (Executive Summary)

Manufacturing defects — Return/replace/repair available subject to approval by our Returns Team; free collection provided. T&Cs apply.
Transit damages — Return/replace available subject to approval; free collection provided. T&Cs apply.
Infestation policy (90-day window) — Verified pest infestation reported within 90 calendar days of delivery is covered (refund/replacement/alternate of equal value after verification). See the Pest Infestation Policy below.
Strict timelines — Log standard defect/damage/missing-parts claims within 2 working days of delivery via your Trade Account dashboard / Flo (our virtual assistant).
Change-of-mind — Not available to standard trade accounts. Limited unauthorised returns privilege applies only to Fulfilment Programme members (conditions/fees may apply).
See “Timelines” for the full schedule. Working days exclude weekends and National bank holidays.

Introduction & Company Commitment

Artisan Furniture is the trading name of Global Vision Direct Ltd (UK-headquartered), operating a community-driven, sustainable supply chain. Our Jaipur, India factory is B Corp certified, SMETA-audited, adheres to Good Manufacturing Practice (GMP), and supports artisan livelihoods. Every item undergoes rigorous in-house and voluntary third-party quality control before dispatch. We operate to B Corp certification standards and maintain transparent, responsible sourcing.

This policy must be read alongside our master Terms & Conditions. Compliance with the procedures and timelines below is mandatory for any claim to be considered.

Legal Context (B2B Only)

We trade exclusively B2B. Consumer legislation such as the Consumer Rights Act 2015 (including the 14‑day cooling‑off period) does not apply to your purchases from us.
Consumer-facing protections in the Sale of Goods Act 1979 and the Supply of Goods and Services Act 1982 are contractually excluded from our B2B agreements to the fullest extent permitted by law. Any residual application applies only insofar as not negatived by contract.
In a B2B contract there is no automatic right to a refund/return beyond this policy and our Terms & Conditions. Contractual liability limitations and exclusions in our T&Cs apply.

Standard Operating Procedure (SOP) for Returns

Original packaging & condition: Items must be returned in original packaging and in the same condition as delivered. Couriers require original packaging.
How to log: Submit returns only via your Trade Account → “My Returns” (or Flo). Email submissions are not accepted.
Deadlines: Upload complete information and evidence within the relevant window (generally 2 working days of delivery for defects/damages/missing parts). Weekends and England bank holidays are not working days.
Evidence: Provide PO number, SKU/Product Code, clear photos/videos and a concise description. Incorrect or incomplete submissions may be rejected.
RMA & collection: If approved, we issue an RMA and arrange collection. Collections are only from the original delivery address; if the product has been moved, the return is void.
Unapproved returns: Goods returned without an approved RMA will be refused. Do not arrange your own courier unless we instruct you.
Handmade guidance: Review the Handmade Products section. Normal artisanal variations are not defects.

Manufacturing Defects

If a product has a clear manufacturing defect or fails to meet specification:

Notify within 2 working days of delivery via Trade Account → My Returns (reason: defect).
Include PO, SKU, clear photographs/videos and a brief explanation.
We review within 2–5 business days (five‑member committee: Manufacturing, Packaging, Finishing, Quality Control, Team Lead). Cease use pending review.
If approved, we arrange collection from the original address and, after inspection, offer one of the following resolutions:

Credit note applied to your account.
Discount/partial refund should you elect to keep the item.
Full refund (or partial refund if part of a set).
Replacement of the goods (subject to availability).
Repair or provision of parts (with your consent) when feasible to restore first‑quality condition.

Transit Damages

Inspect on delivery and photograph packaging and damage.
Notify within 2 working days via My Returns (reason: transit damage).
Provide photos of product and packaging with a brief description.
If approved: free collection from original address; replacement/refund/repair as appropriate. Retain packaging for courier/insurer assessment.
Late reports cannot be honoured due to carrier insurance limits.
Environmental Transit Impact: Condensation, Moisture & Environmental Surface Deposits – is a subset of Transit Damages.

Lost Parcels & Missing Parts

Lost parcel: If not received after dispatch notification, notify within 5 days of the dispatch notice via My Returns (reason: lost parcel). If confirmed lost: replacement (stock permitting) or refund/credit.
Missing parts: Notify within 2 working days of delivery; we dispatch free replacement parts (typically within 2 working days of approval). Major omissions may be treated as a defect case.

Pest Infestation Policy (90‑Day Coverage)

Coverage window: Report suspected infestation within 90 calendar days of delivery.
Evidence: Clear photos/videos of pests, bore‑holes, frass; brief environment details.
Verification & remedy: Upon verification, choose refund, replacement, or alternate item of equal value. We arrange collection of affected goods.
Prevention: Multi‑stage fumigation; adherence to international wood‑product standards.
Exclusions: Infestations introduced after delivery or due to misuse/improper storage are not covered.
Policy updates: We may amend specifics; the website version is controlling.

Handmade Products & Natural Variations (Including Upholstery)

Wood: Shade/grain variations; minor finish/lustre differences; small filled knots/hairline fills; tolerances in dimensions/feature placement; wood‑movement allowances (e.g., micro‑gaps at drawers/doors).
Artisanal details: Slight carving/paint/screen‑print variances versus photographs.
Colour representation: Minor differences due to lighting/screens.
Upholstery: Batch‑to‑batch shade/texture variances; pattern placement may differ.
If an exact multi‑piece match is critical, commission a bespoke batch.

Change‑of‑Mind & Unauthorised Returns (Fulfilment Programme Only)

We do not offer sale‑or‑return to standard trade accounts; the consumer 14‑day cooling‑off period does not apply in B2B. If an end‑customer refuses delivery for non‑fault reasons, the trade buyer remains obliged to accept the goods. Items returned to us in such cases are graded as “junk” (nominal residual value) and no refund/credit is due; wasted delivery/handling may apply.

Address changes: Orders are often auto‑processed. Shipped items cannot be altered/cancelled. We will attempt rerouting if requested; if delivery occurs to the original address and recovery is impossible due to non‑cooperation, delivery is deemed completed. Any address‑change fee paid to us will be refunded; product liability rests with the trade buyer.

Fulfilment Programme benefit (members only):

Notify within 30 days of delivery.
Goods must be unopened, brand‑new, in original packaging.
RMA required; our courier collects.
Restocking/return‑shipping fees may apply (disclosed during RMA).
After inspection, we issue credit/refund if resalable; otherwise return/reject.

Bespoke Orders

No cancellations/returns once production has begun or the item is in transit, except for verified damage/defect.
Minor artisanal variances within tolerance are not defects.
For verified faults: repair/replacement prioritised; refund if replacement not feasible (upon collection).

Backorders

Pre‑dispatch: You may cancel backorders for a full refund at any time before shipment.
Post‑dispatch: Treated as a standard order; this policy applies from delivery date.
In mixed orders, in‑stock items ship immediately; unshipped backorders remain cancellable until dispatch.

Timelines (All Claims)

Working days exclude weekends and England bank holidays. Deadlines are fixed and non‑negotiable.

Manufacturing defects — within 2 working days of delivery.
Transit damages — within 2 working days of delivery.
Missing parts — within 2 working days of delivery.
Lost parcels — within 5 days of dispatch notification.
Infestation — within 90 calendar days of delivery.
Unauthorised returns (Fulfilment Programme only) — within 30 days of delivery.

Internal review: We typically respond within 2–5 business days after submission. Do not use/alter goods pending outcome. Original packaging is mandatory for any return to our warehouse (e.g., Ipswich Distribution Centre).

Quality Control Statement

Each piece is hand‑finished and inspected by skilled artisans. We employ multi‑stage internal QC and voluntary third‑party inspections to validate structure, finish, and packaging robustness prior to dispatch. This human‑centred approach—rooted in our community‑driven, socially compliant factory—keeps issues rare and ensures rapid remediation when they occur.

Returns Team & Decision Authority

All return claims are reviewed and decided upon by our dedicated Returns Team, a body with over 100 years of cumulative experience in manufacturing, quality control, and logistics. This team includes, but is not limited to: Head of Operations (final escalation point), Head of Polishing, Head of Packaging, Head of Construction, Head of Quality Control, and three senior administrative assistants.

We maintain one of the lowest returns rates in the industry. Decisions are determined by this Returns Team collectively. Administrative staff and customer‑facing support act solely as custodians of communication—they relay the decision but are not empowered to alter or influence it. Accordingly, discussions directed at administrative staff cannot revise or override a decision; escalations are handled internally within the Returns Team structure.

Analogy (for clarity, not to diminish respect): just as service staff communicate a kitchen’s output while culinary decisions rest with the chef, our administrative team communicates outcomes while decision‑making authority and accountability rest with the Returns Team.

Why We Do Not Offer Extended Returns

Our B2B model delivers near‑factory pricing, no minimum order, and efficient global logistics. To keep pricing competitive and operations sustainable, return windows align with carrier insurance limits and stock‑flow realities. Consumer‑style extended returns would require higher prices and are incompatible with wholesale margins. This policy balances fair, timely remedies for genuine issues; operational certainty across international supply chains; and sustainability & craftsmanship rooted in our Jaipur community.

Important Administrative Notes

Refund method: Only to the original payment account; processing within 14 business days from approval.
Collections: Only from the original delivery address noted on the order.
Unapproved returns: Will be refused; do not ship goods back without an RMA.
Documentation: Retain delivery notes, packaging photos and serials (if applicable).

B2B Trade Only - Consumer Laws not Applicable

All commercial activity conducted by Global Vision Direct Ltd (trading as Artisan Furniture), including but not limited to sales, shipments, orders, fulfilment services, digital platform usage, and any ancillary trade across the United Kingdom, the European Union, the United States, Australia, and Canada, is carried out strictly and exclusively on a Business-to-Business (B2B) basis.

By creating an account, placing an order, accessing our platforms, or continuing to trade with us, you expressly acknowledge and agree that Consumer Protection legislation — including statutory rights reserved for end-consumers — does not apply to any transaction with us, regardless of the destination of the goods or the end-use by your customer.

You further confirm that you, as the contracting party, act solely in a business capacity, and that all transactions are governed entirely by the Terms & Conditions that you accepted at the point of registration. These Terms & Conditions form the exclusive legal basis of our commercial relationship and shall apply uniformly across all jurisdictions in which we operate.

No subsequent communication, customer request, downstream consumer complaint, or third-party correspondence shall modify, override, dilute, or alter the applicability or enforceability of these Terms & Conditions. No waiver, deviation, or implied obligation shall arise unless expressly agreed in writing and signed by an authorised officer of Global Vision Direct Ltd.

For absolute clarity:

Your acceptance of our Terms & Conditions constitutes a binding commercial agreement between two businesses, and cannot be superseded by any consumer-oriented regulatory framework, irrespective of the territory in which your customer resides or where the goods are ultimately delivered.

Master Disclaimer

This policy reflects processes and charges accurate at time of publication. Actual eligibility, charges, and any collection costs are finalised at checkout and during the RMA workflow when our system calculates based on zones, parcel counts, and volumetrics. Minor variations may occur. The website version of this policy is the controlling version.

India‑Specific Note (B2C Applicability)

As a special exception applicable only to India, Artisan Furniture also permits direct consumer (B2C) purchases via www.artisanfurniture.in. This is because our primary manufacturing base is located in Jaipur, and offering B2C access supports the local market.

For Indian B2C customers:

The same protocols on returns, defects, damages, infestations, and transit loss apply as detailed in this policy.
Timelines, evidence requirements, and RMA procedures remain identical.
No additional consumer rights beyond those expressly outlined here are available.

Clarification: India = B2B + B2C (direct online orders possible). All other operations (UK, US, EU, CA, AU) = strictly B2B.

Importer of Record – Comprehensive Legal Disclaimer

If you or your business act as the Importer of Record under any of our programs—including Wholesale, Dropship, Trade, Less-than-Container Load (LCL) shipments, or Full Container Load movements (20’, 40’, or 40’ High Cube containers)—please be aware that Artisan Furniture / Global Vision Direct Ltd does not provide any guidance, direction, or professional advice relating to import procedures, customs regulations, duties, taxation, product compliance, or statutory requirements applicable in your country.

We are not licensed, accredited, or professionally authorised to offer such advice, nor does this form part of our commercial scope.
Our responsibility is strictly limited to exporting goods from India and arranging shipment to the destination you nominate.

All obligations, filings, certifications, declarations, approvals, and compliance requirements mandated by authorities in your jurisdiction rest solely and exclusively with you as the Importer of Record.

By engaging with any of our programs—whether Dropship, Wholesale, Trade, LCL, or FCL—you acknowledge and accept that all local regulatory and customs responsibilities remain entirely yours, without exception.

Must be construed together with the Master Terms & Conditions

Published January 2026 | Effective from January 2026 until Superseded or Amended