Our Print Collection

Moti Art House
Website: https://motiart.com
Last Updated: 13 November 2026

1. Introduction

At Moti Art House, customer satisfaction is important to us. We take care to ensure that our photo frames, artwork, and customised framing products meet appropriate quality standards before dispatch.

However, we understand that there may be occasions when a product arrives damaged, defective, incorrect, or does not meet the confirmed order specifications.

This Return & Exchange Policy explains the conditions, procedures, and requirements for requesting a return, replacement, exchange, or refund for products purchased through https://motiart.com.

We aim to handle all genuine customer concerns fairly and transparently.

2. Return and Exchange Eligibility

Customers may request a return, replacement, or exchange in the following circumstances:

The product arrives physically damaged or broken.

The product has a manufacturing defect.

An incorrect product is delivered.

The product materially differs from the confirmed order specifications.

A product or component is missing from the delivered order.

The product is not of the quality or description promised at the time of purchase.

All requests will be reviewed based on the nature of the issue, supporting information, and applicable consumer protection laws.

For eligible requests, Moti Art House may offer an appropriate replacement, exchange, repair, or refund.

3. Return Request Timeline

Customers are requested to inspect their products promptly upon delivery.

If a product is damaged, defective, incorrect, or incomplete, customers should contact our support team within [Insert Return Reporting Period] after delivery, wherever reasonably possible.

To submit a request, customers can contact:

Email: info@motiarthouse.com
Phone: +91 98100 33343

Customers should provide their order number and details of the issue.

Requests submitted after the stated reporting period will be considered in accordance with applicable consumer protection laws and the circumstances of the complaint.

The reporting period does not extinguish statutory rights relating to defective, misdescribed, or non-conforming products.

4. Conditions for Returns and Exchanges

For returns or exchanges unrelated to product defects or incorrect fulfilment, eligibility may depend on the following conditions:

The product is unused and in its original condition.

The product has not been intentionally damaged or altered.

The original packaging and accessories are available, where reasonably possible.

Proof of purchase or an order number is provided.

The request falls within the applicable return or exchange period.

Products returned because of manufacturing defects, shipping damage, or incorrect fulfilment will be assessed separately.

The absence of original packaging will not automatically invalidate a legitimate claim for a defective or incorrect product.

5. Customised and Personalised Products

Certain products offered by Moti Art House are manufactured or customised according to individual customer requirements.

These may include:

Custom-sized photo frames

Personalised photo frames

Custom artwork and prints

Frames manufactured to specific dimensions

Products made using customer-provided photographs or designs

Other made-to-order framing solutions

Because these products are created according to individual specifications, returns or exchanges solely due to a change of preference may be restricted.

However, customers may request an appropriate remedy if:

The product is damaged during delivery.

There is a manufacturing defect.

The product does not match the confirmed customisation details.

Incorrect dimensions or specifications were used by Moti Art House.

The wrong product has been supplied.

Customisation-related return restrictions do not exclude customers' rights under applicable consumer protection laws.

6. Damaged or Broken Products

We take reasonable precautions when packaging fragile products, including glass frames and artwork.

If an order arrives damaged, customers should contact our support team as soon as reasonably possible.

To help us assess the damage, we request:

The order number.

Clear photographs of the damaged product.

Photographs of the packaging, if available.

A brief description of the damage.

Where appropriate, we may request additional information to investigate the issue.

Upon verification, an eligible customer may receive a replacement, repair, or refund, depending on the circumstances.

Customers should handle broken glass and other damaged materials carefully to avoid injury.

7. Incorrect Products or Specifications

If a customer receives an incorrect product, size, colour, design, or other specification that differs materially from the confirmed order, they should contact us promptly.

Our team will review the original order details and assess the discrepancy.

Where an error is attributable to Moti Art House, an appropriate correction, replacement, or refund will be arranged without additional charges to the customer, subject to applicable law.

8. Non-Returnable Products

Subject to applicable consumer protection laws, the following products may not qualify for discretionary returns or exchanges:

Custom-made products where the customer has changed their preference after production.

Personalised products manufactured according to correctly supplied customer specifications.

Products damaged through misuse or improper handling after delivery.

Products altered or modified by the customer after delivery.

Products returned solely because of minor variations previously disclosed in the product description, where the delivered product otherwise conforms to the order.

These restrictions do not apply where products are defective, damaged before delivery, incorrectly supplied, or otherwise fail to meet legal requirements.

9. Return and Exchange Procedure

Customers wishing to request a return or exchange should follow the steps below.

Step 1: Contact Customer Support

Email info@motiarthouse.com with your order number and the reason for the request.

Step 2: Share Product Details

Provide relevant photographs or supporting information, wherever available.

Step 3: Request Review

Our support team will review the request and may contact you for additional clarification.

Step 4: Return or Replacement Instructions

If a physical return is required, we will provide instructions regarding pickup, packaging, or shipment.

Customers should not send products back without first contacting our team, unless otherwise directed by applicable law.

Step 5: Resolution

Once the issue is assessed, we will communicate the applicable resolution and expected timeline.

10. Exchange Policy

Product exchanges are subject to eligibility and stock availability.

Where an exchange is approved:

The replacement product should correspond to the agreed specifications.

Availability and production requirements may affect the replacement timeline.

Any difference in price for a customer-requested discretionary exchange will be communicated before confirmation.

Exchanges required because of an incorrect, defective, or damaged product will be handled in accordance with applicable law.

If a replacement is unavailable, an appropriate alternative or refund may be offered.

11. Refund Policy

Refunds may be provided when:

An eligible return is approved.

A replacement cannot reasonably be arranged.

An order is cancelled in circumstances that qualify for a refund.

An incorrect or defective product cannot be satisfactorily corrected.

A refund is otherwise required under applicable law.

Approved refunds will ordinarily be processed through the original payment method, where technically possible.

Refund Processing Time: [Insert Number of Working Days]

The time required for the refunded amount to appear in the customer's account may also depend on the relevant bank or payment service provider.

Customers will be informed if an alternative refund method is necessary.

12. Return Shipping Charges

Return shipping charges will depend on the reason for the return.

A. Damaged, Defective, or Incorrect Products

Where the issue is attributable to Moti Art House or its fulfilment arrangements, reasonable return shipping or pickup costs will be borne by Moti Art House.

B. Customer-Requested Returns or Exchanges

For discretionary returns or exchanges that are otherwise permitted, any applicable shipping or handling charges will be disclosed before the request is confirmed.

No undisclosed charges will be imposed.

13. Order Cancellation

Customers may request order cancellation by contacting our support team.

Cancellation eligibility depends on the product type, production stage, and order status.

For customised products, cancellation may be restricted once production has commenced, provided the restriction was appropriately disclosed.

If an eligible cancellation is approved, the applicable refund will be processed according to the confirmed refund terms.

Customers' statutory rights regarding non-fulfilment or other legally recognised grounds for cancellation remain unaffected.

14. Refund Delays

If a refund has been approved but has not appeared within the communicated timeframe, customers should:

Check the original payment account.

Contact their bank or payment provider, if necessary.

Contact Moti Art House with the relevant order and refund details.

Our team will assist in checking the refund status.

15. Changes to This Policy

Moti Art House reserves the right to update this Return & Exchange Policy to reflect operational changes, customer service improvements, or applicable legal requirements.

Revisions will be published on our Website with an updated date.

Changes will not retrospectively remove rights arising from orders already accepted.

16. Contact Information and Grievance Redressal

For return, exchange, replacement, or refund-related enquiries, please contact:

Moti Art House

Website: https://motiart.com

Business Address:
Municipal Market, 63, Connaught Cir,
Next to Kake da Hotel, Opp. L Block,
Connaught Lane, Barakhamba,
New Delhi, Delhi – 110001, India

Email: info@motiarthouse.com

Contact Number: +91 98100 33343

Customer Grievance Contact: Mr. Harvinder Moti

We aim to review and resolve customer concerns promptly and fairly, in accordance with applicable consumer protection laws.