Refund policy




Refund Policy for Personalized Products

  1. We offer quick hassle-free replacements if there is an error in the order related to damages, defects, or personalization. However, we are unable to offer refunds as the products are personalized based on each order.
  2. The replacement request must be placed within 24 hours of receiving the order and you must create an unboxing video for quick resolutions.
  3. Cancellations are not available for personalized products as orders are processed soon after they are received.
  4. You don't need to bear any shipping charges in case of replacements.
  5. Replacement process: We schedule a pick-up for the next working day with our courier partner once the replacement is confirmed by our team. Once the return order is delivered to our warehouse, we dispatch a replacement on the same or the next working day. Please expect the replacement to take the same amount of time as the original order. 
  6. Orders placed under pre-order cannot be canceled within 10 days of placing the order. If the order is not fulfilled in 10 days, the option for cancellation and refund is available.


Refund Policy for Non-Personalized Products (Prepaid)

  1. We offer refunds if the order received is not as promised by us due to defects or damages.
  2. A refund is processed only after we have received the return order and completed the quality check.
  3. The refund request must be placed within 24 hours of receiving the order and the buyer must create an unboxing video for quick resolutions.
  4. A shipping charge of ₹200 is levied on all return orders and deducted from the refund amount.
  5. Refund process: We schedule a pick-up for the next working day with our courier partner once the return is confirmed by our team. Once the return order is delivered to our warehouse, we complete a quality check and process the refund on our end on the same or the next working day. Please expect 7-10 working days for the refund to be processed as per bank timelines.
  6. Order cancellation and refund are only possible when the order is not yet fulfilled in our warehouse.


Refund Policy for Non-Personalized Products (Cash on Delivery)

  1. We offer a credit note (store credit) if the order received is not as promised by us due to defects or damages. Credit note/store credit can be used to purchase any products from our store. A Custo credit note doesn't expire. 
  2. A credit note is processed only after we have received the return order and completed the quality check.
  3. The credit note request must be placed within 24 hours of receiving the order and the buyer must create an unboxing video for quick resolutions.
  4. A shipping charge of ₹200 is levied on all return orders and deducted from the credit note amount.
  5. Credit note process: We schedule a pick-up for the next working day with our courier partner once the return is confirmed by our team. Once the return order is delivered to our warehouse, we complete a quality check and process the credit note on the same or the next working day. 
  6. Order cancellation is only possible when the order is not yet fulfilled in our warehouse.


Changes in Personalization

  1. Changes in personalization are available on these personalization options: Name and Initial. No changes are available for the personalization option: Charm. 
  2. A shipping charge of ₹200 is levied for order changes.
  3. Change process: We schedule a pick-up for your current order on the next working day with our courier partner once the shipping charge payment is confirmed by our team. Once the return order is delivered to our warehouse, we complete a quality check and dispatch a replacement with your requested changes on the same or the next working day. Please expect the changed order to take the same amount of time as the original order.

 

Warranty for Vegan Leather products

  1. We provide a 1-year warranty for name plate damage on vegan leather products. Damage includes any rust or color peeling, not from regular wear and tear. The warranty does not cover damage due to direct contact with water.
  2. We provide a 3 year warranty against chipping and peeling on the vegan leather material of our products. If the vegan leather chips or peels within 3 years, we will provide a free replacement. This warranty does not cover any damage due to regular wear and tear or usage of the product. 

 

Return & Refund Policy for CustoTag

  1. CustoTag comes with a 1-year warranty that covers all manufacturing defects. The warranty does not cover any wear and tear or damage not due to manufacturing issues. The battery inside the CustoTag is not covered under the warranty.
  2. The return and refund policy is applicable for 7 days from the date of delivery. It covers any manufacturing issue with the product. Any refund or return is void if the product has been activated or the seal has been removed.