Custom and Personalised Orders Policy — Thooriga Art Studio

What Counts as a Custom or Personalised Order

A custom or personalised order is any product made specifically to your requirements rather than selected as-is from our standard catalogue. This includes, but is not limited to:

• Custom name engravings or personalised text
• Colour combinations requested outside our standard listed options
• Photo frames made to your specific details or dimensions
• Bespoke gift hampers assembled according to your specifications

Ordering Process

1. Contact us via WhatsApp at [number] to discuss your requirements.
2. We provide a design brief and quote, outlining what will be made, the materials used, and the total price.
3. You approve the design in writing. A WhatsApp message confirming your approval constitutes written approval and is binding.
4. Advance payment is collected — a minimum of 50% of the order value — before we begin making your item.
5. The product is made and photographed, and we share these photos with you for final approval before dispatch.
6. Balance payment is collected before the item is dispatched.
7. Your order is dispatched and delivered per our Shipping Policy.

Advance Payment

All custom and personalised orders require a minimum 50% advance payment before the making process begins. The remaining balance must be paid in full before we dispatch your order. If your completed custom order remains unpaid after 7 days from completion, the advance payment already made will be forfeited, and the item will not be dispatched.

Design Approval

Before we begin making your custom order, we will share a design brief, sketch, or reference for your approval. Once you approve this design in writing and we begin the making process, no further changes to the design, colour, size, or specifications are possible. Please review the design brief carefully before approving.

Timeline for Custom Orders

Custom orders typically take 5–12 business days to complete, depending on complexity, and this will be confirmed with you at the time of order. This timeline is an estimate and is not guaranteed, particularly during peak seasons (Diwali, Christmas, Valentine's Day), when it may extend further. We will keep you informed of any expected delays.

No Returns or Exchanges

Custom and personalised products cannot be returned or exchanged under any circumstances once the making process has begun. Because these items are created specifically for you, based on your own instructions and written approval, they cannot be resold to another customer. This applies even where the finished colour or finish varies slightly from what was originally discussed — the handmade variation principle described in our Return and Refund Policy applies equally to custom products (variations in colour of up to one shade, and in dimensions within 5–10%, are expected and not treated as defects).

Cancellation of Custom Orders

Custom order cancellations follow the rules set out in our Cancellation Policy:

• Before making begins: cancellation is possible, but a 50% cancellation fee applies to cover design time and materials.
• After making begins: the order cannot be cancelled, refunded, or returned under any circumstances, regardless of dispatch status.

Damage in Transit for Custom Orders

The only exception to the no-return rule above is transit damage. If your custom or personalised product arrives damaged in transit, and you submit the mandatory continuous, unedited unboxing video (as described in our Return and Refund Policy) within 5 days of the delivery date, we will remake the item for you at no additional charge. Please note: for damaged custom items, we offer a remake only — a cash refund is not available, since the item was made specifically to your specifications.

Our Rights

Thooriga Art Studio reserves the right to:

• Decline a custom order request where the requirements are not feasible with our materials or artisan capabilities
• Determine, at our sole discretion, whether a damage claim on a custom order qualifies for a remake under this policy
• Modify quoted prices, timelines, or advance payment requirements for a custom order before work begins, with your written agreement

Last updated: [Month Year]

Questions about this policy? Contact us: WhatsApp: [number] Email: [email] Thooriga Art Studio, Chennai, Tamil Nadu, India