Refund policy
At By The Gaze, every piece is handcrafted and made to order in our Jaipur studio. Because each item is built individually for you, this policy sets out clearly when an order can be cancelled, when a return is possible, and how any refund is processed. Please read it before placing your order.
This policy applies to all orders placed on bythegaze.com and is operated by [LEGAL ENTITY NAME], [REGISTERED ADDRESS], GSTIN: [GSTIN].
Made-to-order pieces
Our furniture is not held in finished stock. When you place an order, our artisans begin crafting that specific piece for you. For this reason:
- Made-to-order items are non-refundable and are not eligible for change-of-mind returns.
- We cannot accept returns or offer refunds because a piece no longer suits your preference, your space, or a change of plan.
- Natural variation in wood grain, colour, and finish is a feature of handcrafted furniture, not a defect, and is not grounds for return.
If you are unsure whether a piece is right for you, please contact us before ordering. We are happy to share additional photographs, dimensions, and material detail so you can decide with confidence.
Cancellations
Because production begins shortly after an order is confirmed, the window to cancel is short.
- You may cancel an order within 24 hours of placing it, provided the piece has not yet entered production or been dispatched.
- Once production has begun, a made-to-order piece cannot be cancelled, as work and materials have already been committed to your specific order.
- To request a cancellation, email hello@bythegaze.com or message us on WhatsApp with your order number as early as possible. We will confirm in writing whether the cancellation has been accepted.
Where a cancellation is accepted within the window above, a full refund is issued in line with the Refunds section below.
Damaged or defective on arrival
We pack each piece carefully, but transit can occasionally cause damage. If your order arrives damaged or with a genuine manufacturing defect, we will make it right.
- Inspect your piece on delivery and contact us within 48 hours of delivery.
- Email hello@bythegaze.com (or WhatsApp) with your order number and clear photographs showing the damage or defect, including the outer packaging where relevant.
- Once verified, we will craft and send an exact replacement at no additional cost to you.
- If an exact replacement is genuinely not possible, we will offer a refund for the affected piece, processed as set out below.
What qualifies
Returns and replacements are accepted only for manufacturing defects or damage in transit reported within the 48-hour window. They are not accepted for preference changes, minor handcrafted variation, or damage caused after delivery through use, handling, or storage.
Refunds
Where a refund is due — an eligible cancellation, or a defect that cannot be replaced — it is handled as follows:
- Refunds are processed to your original payment method via our payment partner, Razorpay.
- Refunds are typically completed within 5–7 business days of approval. The exact time for the amount to reflect in your account depends on your bank or card issuer.
- By The Gaze does not store your card details. All payment and refund processing is handled securely by Razorpay.
- You will receive confirmation by email once a refund has been initiated.
How to raise a request
To request a cancellation, report a damaged or defective item, or ask about a refund, contact us with the details below and we will respond promptly:
- Email: hello@bythegaze.com
- WhatsApp: available on the same contact details — see our Contact page.
- Please include: your order number, a short description of the issue, and clear photographs where the request relates to damage or a defect.
Contact
By The Gaze is a handcrafted accent furniture studio based in Jaipur, India, shipping across India. For any question about an order, a cancellation, or a refund, write to us at hello@bythegaze.com. We read every message and will help you directly.
Last updated: [DATE]