Backlit Crafts — Policies

1. Introduction

This page sets out every policy that applies to what you buy from Backlit Crafts — cancellation, shipping, returns, refunds, replacement, warranty, privacy and terms of use. By placing an order on www.backlitcrafts.com you accept these terms.

Seller: BACKLIT CRAFTS TRADING LLP, trading as Backlit Crafts
Plot No. 13, Vishwakarma Building, HP Shivdeep, Sikandri Sarai,
Huzur, Bhopal, Madhya Pradesh 462010, India
GSTIN: 23ABGFB2226C1Z7
Email: support@backlitcrafts.com · WhatsApp: +91 78797 78336

2. What You Are Buying, and How It Is Made

Every piece is made of MDF wood — 12 mm or 8 mm depending on the design — cut to shape, finished on the front by hand in water-based black matte colour, with the LED lighting fitted behind the panel.

The light works by reflection. The LEDs face the wall, not you. The wall behind the piece carries the glow, and the front face stays matte black — that is the effect the piece is designed to create, and it is why the front itself does not light up.

The material, the finish, the light type and the colour are stated on every product page. Please read them before you order. A piece that arrives exactly as described is not a defect and is not eligible for return, replacement or refund under sections 5 and 6 — including where the material, the hand-applied finish or the lit effect is not what you had pictured.

Nothing on this website is picked off a shelf. Every Backlit piece is cut, finished and LED-wired in our workshop for your order specifically — in the design, size, light type and colour you chose.

Once a piece has been cut and painted for your order it cannot be sold to anyone else, and because it is large, rigid and lit from behind it does not survive a return journey. Those two facts are the reason for the cancellation, return and replacement rules below. We would rather state them plainly here than surprise you later.

If you are unsure about a size, a light type or a colour, message us on WhatsApp before you order. We would much rather help you choose correctly than take an order you did not want.

3. Cancellation

3.1 Prepaid orders cannot be cancelled

Prepaid orders carry a prepaid discount and go on our fastest track. Your order is released to the workshop by our system as soon as payment is received, and cutting, painting and wiring begin against it.

A prepaid order cannot be cancelled, and no refund is issued on cancellation. The discount was given against that commitment, and the materials and labour committed to your piece cannot be recovered.

Please check your design, size, light type, colour, delivery address and phone number before you pay. If anything is unclear, message us first — we answer quickly.

This section governs cancellation. Section 5.2 sets out the separate and limited situations in which a refund arises for reasons that are not a cancellation.

3.2 Partial-COD orders and the advance

A partial-COD order is not sent to the workshop when you place it. It is held while our representative calls you to confirm the order and your delivery address. If we cannot reach you on the phone, we follow up with a message and an email asking you to confirm.

Please do answer one of them. A delivery agent will not attempt a parcel many times, and an order that goes out unconfirmed is the one most likely to come back to us undelivered. Confirming takes a minute, and it is what gets your piece into your hands on the first attempt.

• The advance paid online is non-refundable. It is what reserves your piece and covers the confirmation process, and it is not returned if the order is cancelled — by you, or by us.
• If we cannot reach you after repeated attempts by phone, message and email, we cancel the order. Nothing is built.
• Once you confirm on the call, the piece goes into production and the order cannot be cancelled.
• Once the order has been dispatched, it cannot be cancelled under any circumstances.

We confirm every order by voice before building it for one reason: an unconfirmed parcel that is refused at the door costs both the outward and the return journey, and a piece that travels twice rarely arrives in the condition it left in. The confirmation call is what protects your order and ours.

3.3 How to request a cancellation

Tell our representative on the confirmation call, or write to us with your order number in the subject line:

• Email: support@backlitcrafts.com
• WhatsApp: +91 78797 78336

A cancellation takes effect only when we confirm it to you in writing. Please do not assume an order is cancelled until you have that confirmation from us.

3.4 Changes to an order

If you spot a wrong address, phone number, size or variant, write to us immediately. If the piece has not yet been built or handed to the courier we will do our best to correct it. This is a courtesy, not a guarantee, and it is not a right to cancel.

You are responsible for the delivery address and phone number you give us. If a delivery fails because those details were wrong or incomplete, any re-dispatch is chargeable.

3.5 Refusing delivery is not a cancellation

If a parcel is refused at the door, or delivery fails because the address or phone number given to us was incorrect, or because nobody could be reached to receive it, the order is not treated as cancelled and section 3.1 or 3.2 continues to apply.

Where a prepaid order has been dispatched and the customer refuses to accept delivery, no refund will be provided. The piece was made for that order specifically, and both the outward and the return journey have already been paid for.

Please accept the parcel and raise a concern with us instead — if something is genuinely wrong with it, section 6 is how we put it right. If the delivery day does not suit you, tell us or the courier: we can arrange another attempt, hold the parcel at the courier’s branch, or deliver to a neighbour, family member or building security.

4. Shipping

4.1 Dispatch time

Prepaid orders are made on priority. Orders are made and dispatched within 3–4 business days — an estimated timeline, not a guaranteed one. For prepaid orders that period runs from the time the order is placed; for partial-COD orders it runs from the confirmation call.

4.2 Shipping method and tracking

We ship by standard surface courier through our delivery partners. You will receive an email and a WhatsApp message with your tracking link once the courier has collected the parcel from us. Tracking shows no movement until that collection has happened.

4.3 Shipping costs

Shipping costs, where applicable, are calculated at checkout and depend on the delivery pincode.

4.4 Delivery timelines are estimates

Any delivery date quoted by us or by the courier is an estimate. Delays caused by the courier network, weather, strikes, public holidays, local restrictions, or an incomplete or incorrect address are outside our control and are not by themselves grounds for cancellation or refund. Section 5.2 sets out the one delay situation in which a refund is available.

5. Returns and Refunds

5.1 We do not accept returns or exchanges

Our products are large, rigid and fragile, and each one is made to order. A return journey damages them, and a returned piece cannot be resold. All products are therefore non-returnable and non-exchangeable. We do not accept a return for a change of mind, or for an item that arrived as described and undamaged.

Where something has genuinely gone wrong, the remedy is a replacement under section 6 or a warranty part under section 7 — not a return.

5.2 Refunds

Our products are non-refundable. Replacement, repair or replacement parts are the remedy we offer, and in almost every case they reach you faster than a refund would.

A refund of the amount you have actually paid arises only where the order cannot be completed at all:

• We cannot fulfil your order — the design is unavailable, or we cannot deliver to your pincode.
• Your shipment is seriously delayed. If your parcel has not been delivered within 30 days of dispatch, you may ask us to cancel it and refund what you paid. This does not apply where the delay is caused by an incorrect or incomplete address, by the parcel being refused, by nobody being available to receive it, or by events outside our control.
• A parcel is confirmed lost in transit by the courier and we are unable to remake and resend the piece.
• An approved claim under section 6 or 7 where we decide that a refund is the appropriate remedy because replacement is not possible.

No refund is issued for a change of mind, for a cancellation, for a refused or failed delivery, or for a claim raised without the evidence required by section 6.

5.3 How a refund is paid

Approved refunds are made to the original payment method only. Once approved, we initiate the refund within 48 working hours; your bank or card issuer may then take up to 7 business days to show it.

6. Replacement and Claims

6.1 What qualifies for a replacement

We will replace an item that reaches you damaged in transit, or incorrect — not the design, size, light type or colour you ordered. Parts missing from the parcel are covered by section 6.4; a component that stops working later is covered by section 7.

Nothing else qualifies. A piece that arrived intact and as ordered cannot be replaced because you have changed your mind, because it looks different on your wall from how it looked on your screen, because it does not fit the space you had in mind, or because the material, the hand-applied finish or the lit effect is not what you had pictured — section 2 sets out exactly what the piece is.

6.2 The unboxing video is mandatory

We cannot inspect a parcel after it leaves us, and we do not ask you to send the piece back. The unboxing video is the only thing that can establish what happened in transit. Every damage, wrong-item and missing-part claim requires one, and a claim without one will be rejected.

Please start recording before you open the parcel. The video must:

• be a single continuous, unedited recording — not photographs, not several clips, not a video that begins after the box is open;
• begin with the parcel sealed and unopened, showing all sides of the box and the courier’s shipping label, with the tracking number readable;
• show the box being opened and the piece taken out, in the same recording;
• show the product from all sides — a full 360 degrees; and
• clearly show the damage, the wrong item, or the missing part.

The video must reach us within 48 hours of delivery. A claim raised after that window, or supported by a video that does not meet the conditions above, will be rejected.

6.3 How to raise a claim

Send us your order number, a short description of the problem, and the complete unboxing video:

• WhatsApp: +91 78797 78336 — easiest, because video files are large
• Email: support@backlitcrafts.com — please put the order number in the subject line

Incomplete or unclear submissions will delay a decision, and may lead to the claim being rejected.

6.4 Parts missing from the parcel

If a fitting, adaptor, remote or other component is missing from your parcel, tell us within 48 hours of delivery and send the unboxing video showing the sealed parcel being opened and the part absent. We will send the missing part free of charge.

Without a qualifying unboxing video we cannot establish that the part was missing on arrival. We will still supply the part, but it will be charged for, along with its shipping.

6.5 How we decide the remedy

Every claim is reviewed against the evidence you send. Where a claim is approved, we decide which remedy applies, in this order:

1. a replacement part — adaptor, controller, remote, fittings or hardware, where that resolves the problem;
2. a replacement piece, where the art panel or its wiring is genuinely unusable;
3. a partial compensation, where you would rather keep the piece as it is (see section 8).

One replacement per order. Where a replacement piece has been sent, that discharges our obligation on that order. Any further request on the same order is handled as a paid replacement, at cost plus shipping.

The final decision on eligibility and on the remedy rests with Backlit Crafts, after verification of the evidence.

6.6 We do not ask you to send the damaged piece back

Because a return journey would damage the piece further, we do not require you to return a damaged item — you keep it, and the replacement is sent to you free of charge. That is a deliberate concession on our part, and it is the reason for the evidence conditions in section 6.2 and the one-replacement limit in section 6.5.

Where we do arrange a reverse pickup and ask for an item back, it must be handed over in its packaging at the time of collection. If a pickup we have arranged is refused, the replacement becomes chargeable.

6.7 Timeline

You can expect a response, an update or a resolution within 36–48 working hours of sending us the complete details. Where a replacement or part is dispatched, you will receive its tracking link.

7. Warranty — 100 Days

7.1 What is covered

Your piece is covered by a 100-day warranty from the date of delivery. All electrical components are detachable, so in almost every case a fault is resolved by replacing the affected part rather than the whole piece.

Covered within 100 days, free of charge: a faulty adaptor · a faulty RGB remote · a faulty RGB or Pixel controller · faulty mounting fittings or hardware · lights that fail on their own, where the supplied adaptor was used.

After 100 days these parts remain available as paid replacements. Tell us what you need and we will quote for the part and its shipping.

7.2 Which window applies to what

What happened	Window	Evidence we need
Damaged in transit	48 hours from delivery	Unboxing video
Wrong item received	48 hours from delivery	Unboxing video
Part missing from the box	48 hours from delivery	Unboxing video
Lights not working on first use	48 hours from delivery	Unboxing video and a demonstration video
A component fails later	100 days from delivery	Demonstration video, and a clear view of the adaptor in use
Faulty adaptor	100 days from delivery	Demonstration video and the adaptor’s own label

A claim we cannot verify from the evidence supplied will be rejected.

7.3 Powering your piece

LED strips and controllers are sensitive to voltage, and most of the electrical failures we see come from how the piece was powered.

• Use only the adaptor supplied with your piece. Using a different adaptor voids the warranty. This is a known failure mode on Pixel lights, which are the most sensitive to incorrect voltage.
• We recommend plugging the adaptor directly into a wall socket rather than an extension board or multi-plug strip, which can cause uneven current flow and are a common cause of a fused adaptor. This is a recommendation — using an extension board does not affect your warranty.
• If you need a replacement adaptor from the local market, ask our customer care for the specification first. An adaptor of the wrong specification will damage the lights, and damage caused that way is not covered.

7.4 What the warranty does not cover

• Any adaptor other than the one supplied, or an adaptor of the wrong specification.
• Damage caused after delivery — impact, dropping, mishandling, or damage during mounting or installation.
• Water, moisture, humidity or outdoor use. These pieces are for indoor use only.
• Any piece that has been opened, tampered with, rewired, repainted or modified, or repaired by anyone other than us.
• Power surges, incorrect voltage, or faulty household wiring.
• Normal ageing — a gradual change in LED brightness or shade over time is normal and is not a fault.
• Commercial or continuous use beyond ordinary domestic use.

A claim under section 6 for transit damage or a wrong item cannot be raised once the piece has been mounted, installed or wired into place. After that point it is no longer possible to establish what happened in transit.

8. Minor Wear and Marks

Every piece is made by hand. Small variations in finish, grain and edge are normal and are not defects, and colours on a screen never match a painted surface exactly.

Where a piece arrives with minor cosmetic wear or a small mark that does not affect how it works or how it looks on a wall, and you would rather keep it than wait for a replacement, we may offer compensation — a partial credit or a small product — decided case by case against the evidence and the condition of the piece.

This is a goodwill gesture offered at our discretion. It is not an entitlement, the amount is ours to determine, and an offer made in one case does not create a right or a precedent in another.

9. Limits of Our Liability

Our total liability in connection with any order is limited to the amount you paid for that order. We are not liable for any indirect or consequential loss — including damage to walls, fittings or other property arising from installation, loss of use, or any loss of time or occasion.

Installation is the customer’s responsibility. Please have the piece mounted by a competent person, using fixings suitable for your wall.

10. Privacy Policy

10.1 What we collect

• Your name, email address, phone number, billing and shipping address.
• Your order history and any messages you send us.
• Account credentials, if you create an account.
• Technical information such as IP address, browser type, device type and the pages you viewed.

We do not collect or store your card, UPI or bank details. Online payments are handled entirely by our payment gateway on its own secure systems. We see only whether a payment succeeded, and for how much.

10.2 Why we use it

To build, dispatch and deliver your order; to contact you about it by phone, email and WhatsApp; to provide support and handle claims; to improve the website and our products; and to send offers and updates where you have agreed to receive them. You can opt out of marketing messages at any time.

10.3 Who we share it with

• Courier partners — your name, address and phone number, so your parcel can be delivered.
• Our payment gateway — to take payment.
• Email, SMS and WhatsApp providers — to send you order updates.
• Analytics and advertising services such as Google and Meta, which receive usage data about this website.

We never sell your personal information. We may disclose information where the law requires it.

10.4 Retention and your choices

We keep order records for as long as we need them for warranty, accounting and tax purposes, and as required by law. You may ask us to see, correct or delete the personal information we hold about you, or to stop sending you marketing messages, by writing to support@backlitcrafts.com.

10.5 Cookies and tracking

We use cookies and similar technologies to keep your cart working, remember your preferences, understand how the site is used, and measure our advertising. You can block or delete cookies in your browser settings, though parts of the site may then stop working correctly.

10.6 Security

We take reasonable technical and organisational measures to protect your information. However, no method of transmission over the internet or of electronic storage is completely secure, and we cannot guarantee absolute security.

10.7 Children

This website is not directed at children under 18, and we do not knowingly collect their personal information.

11. Terms and Conditions

11.1 Acceptance

By accessing this website or placing an order, you agree to be bound by these terms. The version published on this page at the time you place your order is the version that applies to that order.

11.2 Your account

You are responsible for keeping your account details confidential and for all activity under your account.

11.3 Handmade variation

Small variations in finish, grain and edge are normal. Colours on your screen may differ from the finished piece, and LED brightness and colour look different in a photograph from how they look in a room.

11.4 Pricing and availability

We may change prices at any time. Where a price or product detail is displayed in error, we reserve the right to cancel any order placed against that error and refund the amount paid in full.

11.5 Intellectual property

Our own original designs, our photographs, our website content, and the Backlit Crafts name and logo are our property and may not be copied, reproduced or resold without our written permission.

Some pieces depict characters, logos or artwork owned by third parties. All such names, characters, logos and trade marks remain the property of their respective owners. Backlit Crafts claims no ownership of them and is not affiliated with, endorsed by or sponsored by those owners unless a product page states otherwise.

Where a piece is made to a design, image or name you supply, you confirm that you have the right to have it made, and you accept responsibility for any third-party claim arising from that design.

11.6 Prohibited use

You may not use this website in any way that breaks the law, infringes the rights of others, or interferes with the operation of the site.

11.7 Governing law and jurisdiction

These terms are governed by the laws of India. The courts at Bhopal, Madhya Pradesh shall have exclusive jurisdiction over any dispute arising out of them.

12. Grievance Officer

In accordance with applicable Indian law, complaints about this website, our products or the handling of your information may be addressed to:

Ayush Vishwakarma — Grievance Officer
BACKLIT CRAFTS TRADING LLP
Plot No. 13, Vishwakarma Building, HP Shivdeep, Sikandri Sarai,
Huzur, Bhopal, Madhya Pradesh 462010, India
Email: support@backlitcrafts.com · WhatsApp: +91 78797 78336
Working hours: Monday to Saturday, 11:00 AM to 7:20 PM

We acknowledge every grievance within 48 hours of receipt and aim to resolve it within one month.

13. Changes to These Policies

We may update these policies from time to time. The date at the top of this page shows when it last changed.

14. Contact Us

Email: support@backlitcrafts.com
WhatsApp: +91 78797 78336