At Citadel Atelier, every architectural LED mirror is fabricated to exacting standards and dispatched in heavy-duty protective crating. Due to the bespoke, fragile, and high-value nature of our products, our return and replacement protocols are structured to ensure transparency and accountability.
1. Transit Damage & Free Replacement Guarantee
Every shipment is fully insured in transit. In the rare event that your mirror arrives with physical damage, glass fracture, or internal electrical failure caused during transit, we provide a 100% complimentary replacement.
To process a damaged-in-transit claim without dispute, please follow our standard verification protocol:
- Record an uninterrupted Unboxing Video from the moment the outer seal or crate strapping is opened until the mirror is inspected.
- Report the damage within 24 hours of delivery by writing to
support@citadelatelier.inor contacting our official support desk. - Include your Order ID, clear photographs of the damage, and the unboxing video link/file.
Once verified, our logistics team arranges reverse collection of the damaged unit and dispatches a prioritized replacement at zero additional cost.
2. Return Eligibility
Because each mirror requires custom crating and freight logistics:
- Standard returns are accepted within 48 hours of delivery only if the product is unused, in original packaging, and has not been mounted to a wall.
- Custom dimension mirrors or made-to-order bespoke finishes cannot be returned for change of mind.
- For approved standard returns, the customer covers the return freight and crating charges.
3. Refund Processing
Upon safe receipt and quality inspection of the returned mirror at our Hyderabad fulfillment workshop:
- Refunds are credited back to the original payment method (Bank Account, UPI, or Credit/Debit Card) within 5–7 business days.
- Notification of the transaction reversal will be sent directly via email.
4. Support & Grievance Contact
For inquiries regarding your delivery, replacement requests, or claims:
Citadel Atelier Care
Email: support@citadelatelier.in
Hyderabad, Telangana, India