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Returns Policy

1. Scope

This Cancellation and Refund Policy applies to all orders placed on Printerpix India for personalized products (photobooks, calendars, canvases, etc.). It governs eligibility, timelines, and procedures for cancellations, free replacements, and full refunds in compliance with RBI and applicable consumer protection regulations.

2. Order Cancellation

  1. Before Dispatch: You may cancel your order any time before it is dispatched. Upon cancellation, we will initiate a full refund to your original payment instrument within 7 working days of cancellation confirmation.
  2. After Dispatch: Orders cannot be cancelled after dispatch. However, in case of manufacturing defects or shipping damage, see Section 4 for free replacement or full refund.

3. Defect or Damage Reporting

  1. Eligibility: Free replacement or full refund is available if your product has manufacturing defects, printing errors, or damage in transit.
  2. Reporting Window: Report any defect or damage within 15 days of delivery by contacting our Customer Care (email:[email protected], phone: +91 9863002397).
  3. Evidence Submission: Provide clear photographic evidence of the defect/damage along with your order ID and description.

3.1. Eligibility: Replacements are permitted for:

  • Defective or damaged products due to manufacturing (e.g., print defects, material flaws)
  • Incorrect products delivered (size, design, or variant mismatch)

3.2. Exclusions: We do not accept replacements for:

  • Change of mind or buyer's remorse
  • Products damaged after delivery (e.g., mishandling by you)
  • Error caused by incorrect user-provided data (e.g., low-resolution images)
  • Customized prints that match the approved proof

4. Free Replacement or Full Refund

  1. Assessment: Upon receipt of your report and evidence, we will assess the claim within 3 working days.
  2. Free Replacement: If approved, we will produce and dispatch a replacement product at no additional charge within 7 working days of claim approval.
  3. Full Refund: If replacement is not feasible or if you opt for a refund, we will issue a full refund of the product price and any shipping charges.
  4. Reprint vs. Refund: At our discretion, we will offer either a free reprint (recommended for print defects) or a refund. If you prefer, you may request the alternate option.

5. Refund Mechanism & Timeline

  1. Payment Gateways & PAs: Refunds for online payments will be credited to your original payment instrument via the concerned Payment Aggregator (PA) or bank.
  2. Cash on Delivery (COD): COD refunds will be processed via NEFT/IMPS to your bank account. Provide bank details to our Customer Care.
  3. Timeline: All refunds will be completed within 7 working days from the date of claim approval.
  4. RBI Compliance: Refunds are governed by the RBI's Guidelines on Regulation of Payment Aggregators and Payment Gateways, ensuring that funds for failed or cancelled transactions are disbursed from escrow accounts promptly. RBI mandates that amounts representing refunds be transferred at the earliest settlement cycle (T+0 or T+1).

6. Data & Record Retention

6.1. Transaction Records: We retain all order and refund records for statutory audit and regulatory requirements under the Companies Act and RBI guidelines for a minimum of 7 years.

6.2. Card-on-File Data: Any CoF data held by us or our Payment Aggregator is purged within T+4 days of original transaction, as mandated by RBI.

7. Non-Delivery & Lost Shipments

7.1. If a shipment is marked delivered but you have not received it, please notify [email protected] within 3 days of courier's delivery confirmation.

7.2. We will investigate with the logistics partner. If deemed lost or mis-delivered, we will offer a reprint or refund per Section 4.

8. Limitations & Liability

8.1. Printerpix India's liability for Returns and Refunds is limited to the product price and associated shipping charges paid by you.

8.2. We are not responsible for indirect, special, or consequential damages.

9. Fee & Deduction Policy

We do not charge any cancellation or refund processing fees. The refunded amount will be net of any statutory deductions (e.g., GST on cancellation charges, if applicable by law).

10. Customer Support & Grievance Redressal

For any queries, email [email protected] or call +91 9663002397. Our Grievance Officer will acknowledge your complaint within 7 business days and resolve it within 30 days.

11. Amendments

We may update this policy to comply with legal or regulatory changes. The "Last Updated" date will reflect the revision. Continued orders constitute acceptance of the updated policy.