Refund & Cancellation
Your rights, our process. Here's how cancellations, refunds, and returns work — clearly, with no surprises.
Last Updated
June 2026
01Cancellation by You
You may cancel your order, subject to the type of product ordered:
Standard Products
You may cancel a standard (non-customised) order at any time before it reaches the Shipped status in your account. Once shipped, cancellation is no longer possible — please refer to our Returns process.
To cancel: log in → Orders → select order → Cancel.
Customised Products
For products made to your specific design, colour, size, or text specifications, cancellation is only possible before production begins — typically within 24 hours of placing your order.
To cancel: email [email protected] with your Order ID. Once production has started, no cancellation is possible.
02Refund Eligibility
Refunds are available in the following circumstances:
- Standard order cancelled before 'Shipped' status — full refund.
- Customised order cancelled before production began — full refund.
- Order cancelled by us (Section 07) — full refund.
- Item arrived damaged during transit — replacement or refund, subject to verification.
- Wrong item dispatched — replacement or refund, subject to verification.
Refunds are NOT available for:
- • Customised or personalised products once production has started
- • Items that have been altered or modified after delivery
- • Items marked as non-returnable at the time of purchase
03Damaged or Defective Items
If your item arrives visibly damaged or defective, please follow these steps:
- 1Photograph the damaged packaging and item immediately upon receipt — before disposing of any packaging.
- 2Email the photographs to [email protected] within 24 hours of delivery, along with your Order ID and a brief description of the damage.
- 3Retain all original packaging materials until the issue is resolved.
We will assess each case individually. Where a damage claim is verified, we will offer a replacement (subject to availability) or a full refund. Claims submitted after 24 hours of delivery may not be accepted.
04Refund Process
“Approved refunds are processed within 7–10 business days from the date of approval. Refunds are credited to the original payment method used at checkout. Payment processing is handled by Razorpay — the timeline for the refund to appear in your account depends on Razorpay and your bank or payment provider.”
1–3 business days
5–7 business days
5–7 business days
05Non-Refundable Items
Due to the nature of our products, the following are not eligible for refund:
- Customised or personalised items — products made to your specific design, colour, size, or text specifications.
- Items marked as 'Final Sale' at the time of purchase.
- Digital products or downloadable design files.
- Items that have been used, altered, or show signs of wear after delivery.
If you are unsure whether your item qualifies for a refund, please contact us at [email protected] before placing your order.
06Return Shipping
Unless the return is due to a verified error on our part (wrong item dispatched, item damaged in transit), you are responsible for the cost of returning items to us.
- For verified returns, we provide a prepaid shipping label or reimburse reasonable shipping costs.
- Please contact us before sending any item back. Unauthorized returns may not be accepted.
07Cancellation by Us
Custom Cut reserves the right to cancel any order at our discretion, including but not limited to:
- Delivery address is incomplete, unverifiable, or appears fraudulent.
- Item is out of stock or materially mispriced on the Site.
- Customer has violated these Terms.
In the event we cancel your order, a full refund will be issued within 3–5 business days of cancellation. We will notify you via email and SMS with the reason.
08Grievance Contact
For any questions, disputes, or escalation regarding your refund or cancellation, please contact us. Include your Order ID in all communications.
Support Team
Custom Cut
We aim to respond within 24 business hours and resolve all refund-related disputes within 14 business days.
Need Help With an Order?
Our team is available to walk you through cancellations, refunds, or returns.
[email protected]