Return, Refund & Cancellation

At O’Stori, we celebrate the soul of handcrafted artistry. Each piece is made by hand, which means natural variations in colour, texture, and finish are not flaws but testaments to the unique craftsmanship behind your purchase. In the case of traditional paintings, minor differences in tones or brushwork from what’s shown online may occur and are to be expected.

That said, if you wish to return a product, we are here to help. Please review our return and refund policy outlined below to ensure a smooth and hassle-free process.

Please Note:

• O’Stori does not offer replacements on any product(s).
• Once an order has been received, it can only be returned.

Returns

To initiate a return, please contact us within 7 days of delivery at contactus@ostori.com. 
Kindly include the following details in your request:

• Invoice for the product
• Clear images or videos (especially for fragile items)
• Reason for return

Please Note:

Original packaging, including price tags, labels, invoices, and any accompanying freebies, must be retained and returned with the product.

Your return request must be approved by the O’Stori team before a reverse pickup can be arranged.

• In locations where reverse pickup is unavailable, customers will be required to courier the product back to us within 7 days of approval, at their own cost.
• Returned items must be unused, undamaged, and securely packed in the original packaging.
• Products can only be returned for a refund.
• This policy is applicable only to purchases made through our online store.

Cancellation of Order

If you'd like to cancel an order, please contact us before the item is dispatched. If the item has already been shipped, cancellation is not possible. You may initiate a return once the product is delivered.

Note: Shipping and delivery charges will be deducted from your refund in such cases.

Shipping and Payments

• We offer Cash on Delivery (COD) as a payment option for all pre-made orders. Please note that COD is not available for customised or made-to-order products.
• When a customer chooses to pay via COD, both the delivery and return charges will be deducted from the refund amount.

Refunds

Once we receive the returned item, we will conduct a quality inspection to ensure it is in its original, unused, and undamaged condition.

Once the inspection is completed and the product passes the quality check, we will issue a refund within 3 working days. You will be notified once the refund has been processed.

• Refunds will be processed within 10-12 working days of this confirmation.
• All refunds will be credited to the original mode of payment only.
• Shipping and delivery charges are non-refundable and will be deducted.
• For COD orders, both the initial delivery and return shipping charges will be deducted from your refund.
• For prepaid orders with three failed delivery attempts, refunds will be processed within 12-15 working days of our notification of the same to you.

Other Terms & Conditions

No returns and refunds will be accepted for:

• Personal care items
• Jewellery
• Customised or made-to-order products
• Discounted or sale items

We advise reviewing the specific cancellation and refund terms mentioned on each product page before placing your order. O’Stori reserves the right to exercise discretion and make final decisions in all refund and cancellation cases.

For further assistance, feel free to reach out to us at contactus@ostori.com. We’re here to help, always.