Transit Insurance & Unboxing Policy

At Citadel Atelier, every statement mirror is engineered with architectural-grade materials and dispatched inside custom-fabricated, shock-absorbing wooden and high-density foam crating. Because our shipments contain fragile high-definition glass and precision electronics, we back 100% of our domestic shipments with Complimentary Comprehensive Transit Insurance.

1. Complimentary Full-Value Transit Insurance

From the moment your crate leaves our Hyderabad atelier until our logistics partners hand it over at your doorstep, your mirror is fully insured against courier mishandling, violent impact, and transit shattering at zero additional cost to you.

2. Mandatory Video Unboxing Requirement

To establish immediate liability with our national freight carriers and process an expedited, free replacement, an uninterrupted, unedited unboxing video is strictly mandatory.

Please follow these four standard steps when opening your shipment:

  1. Record Before Opening: Start filming before any tape, strapping, or wooden bracing is cut. Clearly capture the courier shipping label with the tracking AWB and barcode visible on camera.
  2. 360° Inspection of Outer Box: Rotate the camera around all sides and corners of the outer crate to show its condition prior to opening.
  3. Continuous Recording: Keep the recording running without cuts, pauses, or camera transitions while carefully removing outer carton layers, edge guards, and foam sheeting.
  4. Inspect Glass & Electronics: Expose the full mirror surface, inspect the edges, and plug in the power supply adapter to verify touch sensor and LED halo function on camera.
Notice: Claims submitted without an uninterrupted, original video recording taken from the start of unboxing cannot be honored by our third-party logistics underwriters.

3. Fast-Track Replacement Procedure

In the rare event of transit damage:

  • Notify Citadel Concierge within 24 hours of delivery.
  • Email your unboxing video along with your Order ID to support@citadelatelier.in or dispatch it via WhatsApp to our logistics desk at +91 86880 60547.
  • Upon rapid authentication by our Quality Assurance desk, a brand-new replacement mirror will be prioritized and dispatched via express air/surface freight at zero expense to you. You will not be asked to repair damaged glass.

4. Outer Package Tampering at Doorstep

If the delivery agent presents a package that is visibly crushed, wet, severely dented, or with severed outer wooden battens, please write "Damaged Condition Received" directly on the delivery acknowledgment sheet / handheld terminal before accepting, or immediately contact our desk while the agent is present.