Refund & Replacement Policy

At VerseGifting, we value every order and understand that gifts are meant to create special memories. We carefully check and pack our products before dispatch. However, if you receive a product with a genuine issue, we are here to help.

Please read the following Refund & Replacement Policy carefully before placing your order.

1. Replacement Policy

VerseGifting primarily provides replacements of eligible products rather than refunds.

A replacement may be provided in the following situations:

• You receive a wrong product that does not match the product ordered.
• You receive a product with a printing or customization error caused by VerseGifting.
• You receive a spelling, name, photo, or design error caused by VerseGifting, provided the information submitted by the customer was correct.
• The product is damaged during shipping or courier handling.
• The product is defective or does not function as described, subject to verification.
• Any other genuine manufacturing, printing, or fulfillment error attributable to VerseGifting.

2. Mandatory Unboxing Video

For products that arrive damaged, defective, broken, incorrectly printed, or otherwise damaged during transit, an unboxing video is mandatory for replacement claims.

The unboxing video must:

• Begin before opening the parcel.
• Clearly show the complete parcel or package and shipping label.
• Be recorded continuously in one single video.
• Clearly show the condition of the parcel before it is opened.
• Show the product and the damage or defect clearly after opening.
• Not be edited, paused, cut, or recorded in multiple clips.
• Show the packaging material and product sufficiently for verification.

Repacking videos, edited videos, partial videos, or videos that do not clearly show the parcel and product may not be accepted as valid evidence.

3. Time Limit for Replacement Claims

• Any issue regarding a delivered product must be reported to VerseGifting within 5 days from the date of delivery.
• For damaged, defective, wrong, misprinted, or incorrectly customized products, customers should preferably report the issue within 24 hours of delivery.
• Claims submitted after the applicable time period may not be eligible for replacement.

The customer must provide:

• Order ID.
• Clear photographs of the product.
• Clear photographs or videos of the packaging, where applicable.
• Complete unboxing video, where applicable.
• A brief description of the issue.

4. Customized Products

Most products offered by VerseGifting may be customized according to the customer’s requirements.

Because customized products are made specifically for an individual customer:

• Customized products are not eligible for return or refund merely because the customer changes their mind.
• Customized products cannot generally be cancelled once designing, personalization, processing, or production has started.
• If the customer provides incorrect information, spelling, photograph, name, date, message, or other customization details, VerseGifting will not be responsible for errors resulting from the information provided.
• If VerseGifting makes an error despite receiving correct information, the product may be eligible for replacement after verification.

5. Cancellation After Designing / Before Production

• If a customer requests cancellation after design or customization work has started but before the product is manufactured, VerseGifting may deduct 18% of the order value.
• This deduction may cover payment gateway charges, designing charges, order processing, and other applicable processing expenses.
• Any remaining amount, if eligible, will be processed according to the applicable payment method and circumstances.
• Once production or manufacturing of a customized product has started, cancellation may not be possible.

6. Cases Where Replacement, Return or Refund Is Not Applicable

Replacement, return, or refund will generally not be provided in the following situations:

• Damage caused by the customer after delivery.
• Damage caused by dropping, mishandling, improper installation, or improper use.
• Scratches, cracks, stains, or other damage caused by the customer.
• Damage caused by water or liquid exposure where the product is not designed to be water-resistant.
• Damage caused by an incorrect power supply, charger, adapter, voltage, or electrical connection.
• Damage caused by unauthorized modification, repair, alteration, or tampering.
• Normal wear and tear.
• Minor variations inherent to handmade, printed, customized, or handcrafted products.
• Customer dissatisfaction with a design created according to the customer’s approved or submitted requirements.
• Incorrect information, spelling, photograph, address, or customization details supplied by the customer.
• Failure to provide the required evidence, including an unboxing video where applicable.
• Claims made after the applicable complaint period.
• Products purchased during special offers, clearance sales, or promotional conditions where different terms were specifically communicated at the time of purchase.

7. Wrong Product / Printing / Customization Error

• If VerseGifting sends a wrong product or makes a genuine printing or customization error, the customer must contact us with the Order ID and clear photographs or videos of the received product.
• After verification, VerseGifting may provide a replacement with the correct product or corrected customization.
• Where the mistake is attributable to VerseGifting, the applicable replacement shipping cost will generally be borne by VerseGifting.

8. Replacement Process

Once a replacement request is received:

1. Our team will review the Order ID and submitted evidence.
2. We may request additional photographs or videos if required.
3. The claim will be verified against the order details and customization information.
4. If approved, the replacement process will be initiated.
5. Replacement dispatch timelines may vary depending on the product and customization requirements.

Replacement products may require manufacturing or customization time before dispatch.

In certain cases, VerseGifting may require the defective or wrong product to be returned before dispatching the replacement. The customer will be informed if a return is required.

9. If the Replacement Product Is Unavailable

If the exact replacement product is unavailable due to stock, material, manufacturing, or other genuine reasons, VerseGifting may offer:

• An alternative product of similar value.
• Another appropriate resolution mutually agreed upon with the customer.

The availability of a refund, if any, will depend on the specific circumstances and applicable payment or transaction conditions.

10. Bulk / Wholesale Orders

For bulk or wholesale orders that are specially negotiated outside the regular website ordering process:

• Separate return, replacement, shipping, and payment terms may apply.
• Courier or shipping charges for return or replacement may be charged to the customer unless the issue is caused by VerseGifting.
• The applicable terms communicated and accepted at the time of the bulk or wholesale order will prevail.

11. COD / Partial COD Orders

COD on Customized Products

• Full Cash on Delivery (COD) may not be available for certain customized products.
• Where Partial COD is offered, the payment structure may be 60% advance payment plus applicable COD or processing charges at the time of placing the order, and the remaining 40% payable at the time of delivery.
• The exact payment terms applicable to an order will be displayed or communicated before the order is confirmed.

Advance Payment and RTO

For customized products, the advance amount paid towards customization, designing, processing, or production may be non-refundable if the customer:

• Refuses or rejects the parcel.
• Fails to accept the delivery.
• Provides an incorrect or incomplete address.
• Is unavailable to receive the parcel after reasonable delivery attempts.
• Causes the parcel to be returned to VerseGifting (RTO or undelivered return).
• Requests cancellation after the customization or production process has started.

If a customer requests reshipment of an RTO or returned customized order, the customer may be required to pay the applicable outstanding amount along with additional courier or reshipping charges before the parcel is dispatched again.

12. Refund Policy

• VerseGifting primarily follows a replacement-based resolution for eligible product issues.
• Refunds are not generally provided for customized products simply because the customer does not like the product, changes their mind, or no longer requires the product.
• Where a refund is specifically approved by VerseGifting, it will be processed through the applicable payment method.
• The refund may take the applicable banking or payment gateway processing time to reflect in the customer’s account.
• Any applicable deductions, payment gateway charges, processing charges, or other non-recoverable charges may be deducted where permitted and applicable.

13. Delivery Refusal / RTO

Customers are requested to accept their confirmed orders and provide a complete and accurate delivery address and contact details.

An order may be treated as an RTO or undelivered order if it is returned because of:

• Customer refusal.
• Incorrect or incomplete address.
• Customer unavailability.
• Failure to respond to delivery attempts.
• Repeated delivery failure.
• Any other reason attributable to the customer.

For customized products, amounts already incurred towards customization, designing, processing, payment gateway charges, and applicable shipping or RTO expenses may not be refundable.

14. Replacement Does Not Mean Cash Refund

• Approval of a replacement claim does not automatically create an entitlement to a cash refund.
• Where a claim is approved, VerseGifting will normally provide a replacement product in accordance with this policy.

15. How to Contact Us for a Replacement

To register a replacement complaint, please contact us with the following details:

• Order ID.
• Customer Name.
• Registered Mobile Number.
• Description of Issue.
• Photographs or Videos.
• Unboxing Video, where applicable.

Contact Details

16. Important Notice

• VerseGifting reserves the right to verify every replacement or refund request before approving it.
• Submitting photographs or videos does not automatically guarantee approval of a replacement or refund.
• Each case will be reviewed based on the order details, customization information, evidence provided, product condition, and the circumstances of the claim.