At Esvee Atelier, we honor the deliberate and slow nature of creation. Each piece is a singular commission, Made-to-Order specifically for your space. Because artisanal labor and rare materials are allocated to your name the moment a commission is placed, we observe the following terms of patronage.
I. The 24-Hour Grace Period
A commission may be cancelled within 24 hours of placement for a refund to your original payment method. To honor the immediate administrative and digital costs incurred at the moment of your commitment, a processing fee of 15% is retained. Beyond this narrow window, your piece officially enters the crafting phase, and the commission becomes a final engagement.
II. Finality of Acquisition
Due to the bespoke, made-to-order nature of our collection, we do not offer returns or exchanges for a "change of mind" or "incorrect sizing" once the product has been delivered. We invite our patrons to meticulously review all dimensions and material specifications provided on the product page before finalizing their selection.
III. Statutory Protections
In alignment with regional regulations and our commitment to excellence, you are entitled to a restoration, replacement, or refund—should the Atelier be unable to repair or replace—in the following verified circumstances:
Transit Integrity: The product arrives with documented damage.
Manufacturing Nuance: The product possesses a structural or functional defect.
Material Variation: The delivered piece differs significantly from the specifications displayed. Note: Natural variations in wood grain, stone veining, and brass patina are considered markers of authenticity, not defects.
Documentation Requirement: To protect your investment, you must notify the Studio within 48 hours of delivery. Please email orders@esveeatelier.com with your order number and mandatory unboxing documentation (continuous video and photos).
IV. Fulfillment & Timelines
The arrival window displayed on each product page represents the total 'expected delivery date,' encompassing both the crafting period and specialized transit. In the rare event of a significant delay beyond our committed timeline, and should we be unable to fulfill the order, a review for cancellation may be requested.
Delays resulting from Force Majeure (natural disasters, regional disruptions, or strikes) are exempt from this provision as they fall outside the Atelier’s professional control.
V. Refund Processing
Once a refund is authorized—following a 24-hour cancellation or a verified statutory exception:
Funds are returned to the original payment method.
Processing typically reflects within 7–10 business days, subject to your financial institution’s timelines.
For verified damaged items, Esvee Atelier assumes all return shipping and logistical costs.
VI. Personal Support & Redressal
To ensure your concerns are addressed with the same care we give our furniture, we have established a formal mechanism for resolution. Our Studio Liaison will acknowledge your communication within 48 hours and aims for resolution within 30 days.
Studio Liaison: Mr. Anil Kumar | Designation: Resolution Lead
