Returns, Exchanges and Refunds
Every piece is personalised and made to order for you, so we don’t accept returns or exchanges. If we’ve made a mistake, we’ll put it right. Just tell us within 48 hours of delivery.
Check your order within 48 hours
Please open and check your order as soon as it arrives, even if you’re saving it for a later occasion. We strongly recommend recording a video as you open the parcel.
If something is wrong, message us within 48 hours of delivery, going by the delivery time on your courier tracking. Please share:
• Your order number
• Clear photos of the item and the packaging
• Your unboxing video (this is compulsory)
• A short description of the problem
We can’t consider concerns raised after 48 hours. By then, there’s no way to tell whether something happened in transit or after delivery.
When we’ll replace or refund
We’ll offer a replacement or a refund if:
• We made a personalisation error. The name is misspelt compared with the details you gave us, or it hasn’t printed properly.
• You received the wrong item. A different product, design or quantity from what you ordered.
• The item is defective. It arrived soiled, damaged or torn.
Once we’ve reviewed your photos, we’ll decide whether a replacement or refund is the right fix. Most issues are resolved with a replacement, personalised correctly. Replacements are made from scratch and take our standard production time. When the error is ours, we cover the cost of shipping the replacement. We may arrange for a courier pick-up for you to send the item back to us first.
What isn’t a defect
Our stationery is printed, finished and assembled by hand. Small signs of that are part of the piece, not a fault. These aren’t grounds for a replacement or refund:
• Small marks around the rivet or eyelet hole on tags, left when the metal is fitted by hand
• Slight differences in print, foil or finish from one piece or batch to the next
• Natural variation in paper shade and texture
• Colours looking slightly different from what you saw on your screen
• Slight differences in placement, within normal production tolerances
Box and packaging damage
We pack every order carefully, but we can’t fully control how parcels are handled in transit, even within India.
Our boxes are there to protect your stationery. Damage to the box or packaging alone is not grounds for a replacement or refund. That includes dents, scuffs, crushed corners, torn wrapping, and partitions or inserts coming loose.
If the stationery inside is damaged, that is covered. Tell us within 48 hours with photos and your unboxing video.
Other situations we can’t refund
• Change of mind, or a product not being to your liking, when it matches its description
• Packaging as described on our Shipping & Delivery page
• Mistakes in the personalisation or delivery details you gave us
• A parcel that comes back to us because you couldn’t be reached, the address was wrong, or delivery was refused
• Courier delays
• Marks, impressions or changes that appear after delivery through storage or use
• Concerns raised more than 48 hours after delivery
Cancellations
We can cancel an order only if production hasn’t begun: before screen printing has started and before we’ve begun processing your order. If you’d like to cancel, message us as soon as you can and we’ll check where your order stands.
If we can cancel it, we’ll refund you in full to your original payment method. Once production has begun, your order can’t be cancelled, changed or refunded, because the materials have already been personalised for you.
The same applies to changing your personalisation details. We can update them only before production begins.
How refunds are paid
Approved refunds go back to your original payment method. Once we’ve processed a refund, your bank usually takes 5–7 working days to show it.
Caring for your stationery
A few notes, so your set stays the way it left us:
• Tags with metal rivets: if you aren’t using them straight away, take off the belly band and lay the tags side by side rather than stacked. Over time, the rivets press marks into the tags beneath. This is metal doing what metal does under its own weight, not a flaw in the tag.
• Storage: keep everything flat, cool and dry, and out of direct sunlight. Sunlight fades printed colour, and humidity can make uncoated paper ripple at the edges.
• Printed pieces: keep printed faces apart where you can, and don’t stack anything heavy on top.
• Wax seals: keep them away from heat, as they soften.
• Foil and hand-finished details: handle with clean, dry hands.
We’re always happy to advise on how to store a set. Marks, impressions, colour changes or rippling that develop after delivery through storage aren’t something we can replace or refund.
Contact us
For anything to do with an order, message us. We’ll take a look and get back to you.
WhatsApp: +91 83358 60000
Email: contact@tishyapansari.com
