Return & Refund Policy

Almost everything we sell is made to order with your text on it. That shapes this policy, so the most important part is first.

Personalised items cannot be returned because you changed your mind

Every personalised plate, keychain and gift is cut, engraved or printed with the exact text you entered, for you alone. Once production has started it cannot be resold or reused, so we cannot accept it back for a change of mind, a change of spelling, or a decision that a different design would have been better. Goods made to a consumer's own specification are treated this way under Indian consumer law, and it is the reason the price is what it is.

This is why we show you the artwork before you pay, repeat it on the checkout page, and send it again in your order confirmation email. Please read the spelling on that email the day it arrives. If something is wrong, tell us immediately — before production starts we can change anything at no cost.

When we will replace or refund

None of the above affects your rights when something is actually wrong. We will replace the item, or refund you in full, if:

• it arrived damaged or broken;
• it is not the item, size, material or variant you ordered;
• the text or layout differs from the artwork you approved;
• it has a manufacturing defect — a cracked edge, a bad engrave, a finish that is peeling.

Tell us within 7 days of delivery. Send your order number and clear photographs of the item and of the packaging it arrived in. Photographs of the packaging matter for a transit-damage claim with the courier, and without them we may not be able to make one.

Cancelling an order

• Personalised items can be cancelled for a full refund until production starts — in practice within about 6 hours of payment, and always before we email you to say the item has entered production. After that, see the section above.
• Non-personalised, in-stock items can be cancelled any time before dispatch.

WhatsApp is the fastest way to cancel: +919920251961. Email ⚠ NOT CONFIGURED — set SUPPORT_EMAIL also works, but an email read the next morning may be read after the plate has been cut.

We may also cancel an order ourselves — if the item is unavailable, if the price shown was wrong, or if we cannot make the personalisation you asked for. If we do, you are refunded in full, always.

How to raise a return, replacement or refund

1. Message +919920251961 or email ⚠ NOT CONFIGURED — set SUPPORT_EMAIL within 7 days of delivery.
2. Include your order number and photographs of the item and its packaging.
3. We acknowledge every request within 48 hours.
4. If a return is needed we arrange the pickup and pay for it. Please keep the item in its original packaging until then.
5. Once we have inspected the item — or, for a clear-cut case, once we have seen the photographs — we confirm the replacement or the refund.

Please do not send an item back before we have confirmed the return. Unannounced parcels reach a workshop, not a returns desk, and we cannot guarantee they will be traced to your order.

Refunds

Refunds go back to the original payment method through RazorPay. There is no cash refund and no bank-transfer alternative, because refunding to the instrument that paid is what protects both of us against a disputed transaction.

We process approved refunds within 2 business days. Your bank or card issuer then takes a further 5 to 7 business days to show it on your statement — that part is outside our control. Any delivery charge you paid is refunded too when the fault was ours.

What is not covered

• A change of mind on a personalised item, or a spelling you supplied and approved.
• Damage caused after delivery: misuse, dropping, or an accident during self-installation.
• Weathering of an item used outdoors beyond the exposure stated on its product page. Wood and printed acrylic are for sheltered use unless we say otherwise.
• Natural variation in grain, tone and finish. These are made by hand from real materials, and no two pieces are identical.
• A colour that looks different from your screen. Screens vary, and no two show the same brass or the same navy.
• Anything reported more than 7 days after delivery.

Your statutory rights

Nothing in this policy limits your rights under the Consumer Protection Act, 2019. If you are not satisfied with how we handle a complaint you may escalate it to our Grievance Officer, whose details are on our Privacy Policy page, and thereafter to the National Consumer Helpline on 1915 or at consumerhelpline.gov.in.