Refund & Return Policy

This policy explains when you get a reprint, replacement or refund from Xeflux Creative Studios (OPC) Private Limited ("Xeflux", "we", "us"). It is written in line with the Consumer Protection (E-Commerce) Rules, 2020 and the Consumer Protection Act, 2019. Nothing here takes away any right you have under those laws.

1. Made to order

Almost everything we sell is made to order — printed with the design, size and colour you choose. A custom item can't be sold to anyone else, so it is not eligible for return or refund on a change-of-mind basis. Printing starts only after you approve your design proof, and what we print is what you approved.

2. What we fix, and how

For printed products (gifting items follow section 9), we fix the following at our cost, including delivery, once the claim is verified (sections 4–6):

• Damaged in transit — the item is broken, torn, crushed or spoiled when it reaches you.
• Wrong or missing item — a different product, size or design from what you ordered and approved, or an item missing from your order.
• Print fault visible on delivery — the print is smudged, misaligned, blurred, or in clearly different colours from your approved proof. We judge this against your approved proof and the photo we took of the finished item before dispatch. Print position within about 10 mm of the proof layout, and ordinary colour variation between a screen and a printed fabric or mug, are normal and are not faults.
• Workmanship fault in normal use — the print peels, cracks or fades badly within 30 days of delivery although you followed the care instructions (for garments: wash inside-out, cold or warm, no bleach, no direct ironing on the print). We may ask to inspect the item. Wear and abrasion, stains, bleach, hot ironing and tumble-drying are not faults.
• Lost in transit — your parcel is confirmed lost or not delivered by the courier.

Remedy: we reprint or replace first, at no charge. We refund the amount you paid for the affected item where a reprint or replacement is not possible, or where the reprint is also faulty. We make one reprint per affected item. On multi-piece orders we fix only the affected pieces, so please report every issue in one message and keep all the pieces until we have checked them.

3. When the parcel arrives

• Look at the outer parcel before you accept it. If it is torn, open, wet, or the tape or seal looks broken, do not accept it — tell the delivery person and message us straight away. We will send a replacement at our cost.
• If you accept it, keep it sealed until you start recording (section 4).
• Keep the product, all packaging, the shipping label and any inserts until your claim is closed. Do not use, wash or alter the item.

4. The unboxing video

For damaged, wrong or missing items, an unedited unboxing video is how we verify the claim. Please record it with your phone before you open the parcel:

• Start with the sealed parcel, showing the shipping label (your name and tracking number) and the tape or seal on all sides.
• Keep recording without cuts, pauses or edits while you open it, take everything out, and show the item and the problem clearly, in good light.
• Show every item in the parcel, so we can see what was and wasn't there.

If you did not record a video, still message us within 48 hours with clear photos of the parcel, label, packaging and item, and tell us why there is no video. We will look at the other evidence and our records in good faith, but we may be unable to verify the claim and may have to decline it.

5. How to raise a claim

• Contact us within 48 hours of delivery at support@xeflux.com or WhatsApp +91 90968 87726. For a workmanship fault in normal use (section 2), the window is 30 days.
• Send your order number, the unboxing video, and clear photos of the item, the packaging and the label.
• Do not send anything back until we give you written return instructions. Parcels sent without them are not accepted.

We acknowledge your claim within 1 business day (always within 48 hours) and aim to decide within 3 working days of receiving everything we need. In every case we resolve it within the one-month limit set by law. Where we need to see the item (for example, high-value orders or where the evidence and our records don't match), we arrange the pickup and pay for it.

6. How we verify a claim

We pack every printed parcel on video with the order number visible, weigh and seal it, and photograph the finished product before it leaves. We also hold your design approval record, and the courier's delivery record. We compare these with your video and photos. If they agree, we fix the problem. If they do not — for example, the item you show is not the item we packed, the parcel was opened before recording began, or the weight differs — we may ask for more information or decline the claim and tell you why.

7. What is not covered

• Change of mind, or a design you no longer like, once your proof is approved or printing has started.
• Errors in the artwork or text you supplied or approved — spelling mistakes, low-resolution images, wrong colours in your file. The print matches the proof you approved.
• Size ordered incorrectly where the size you chose was printed correctly (please use our size guide).
• Minor variation — colour differences between screen and print, or a print position within normal tolerance (section 2).
• Damage after delivery — wear, wrong washing, misuse, or damage caused while the item was in your possession.
• Cosmetic marks on the outer box when the product inside is undamaged.
• Wrong or incomplete address, or a refused or unattended delivery without a valid reason. We re-deliver once after the address is corrected; extra courier cost caused by an address error may be charged at actual cost.
• Gifting items you have approved and accepted at collection or handover, uncollected gifting items, and missed event dates (section 9).
• Claims made after the windows in section 5, or claims we cannot verify under section 4 and section 6.
• Returns without our written instructions, or returned items that are used, altered, incomplete, or not the item we shipped.

8. Order cancellation

You may cancel before we begin printing for a full refund, with no cancellation fee. Once printing has started on a custom order it cannot be cancelled, because the item has been made specifically for you.

9. Gifting: hampers, bouquets, handmade flowers & wedding packing

These are made by hand to order for you by our partner Creative World. They are personal to your event, often perishable, and can't be resold or remade in time. So different rules apply, and you agree them before we start:

• Confirmed in writing. We confirm the order after full advance payment and record in writing (WhatsApp or e-mail) what it includes: items, quantities, colours or theme, any names or text, and the date you need it. We make exactly that.
• Cancellation. Free before preparation begins. Once materials are bought or assembly has started it can't be cancelled and the advance is not refundable, because the item is made only for you. A change of date is not guaranteed.
• Approve a photo first. When your order is ready we send you a photo. If it does not match the confirmed order, tell us before you collect it. We correct it at our cost, and if we cannot do that before your date, we refund the part that does not match.
• Check it at the studio. Please inspect the item in front of us when you collect it. Once you accept it and take it, it is accepted as matching the confirmed order and the photo. We cannot replace or refund it for something you could have seen at collection: looks, colour, size, contents or finish.
• Uncollected items. We hold a ready item for 2 days. Perishable items can't be held longer and are not refundable if they are not collected.
• Natural materials. Flowers, chocolate and handmade pieces can vary slightly in shade, shape and finish from photos. That is not a defect.
• Safety. If a food item is unsafe or spoiled when you open it, or contains something that is not on the confirmed list, tell us the same day with photos and keep the item and its packaging. We will investigate and put it right if it is confirmed. This does not limit your legal rights.
• Delivery. We recommend studio pickup. If we deliver (extra charge, quoted before you pay), check the item at handover and tell the delivery person straight away if something is wrong, then message us the same day with a photo. If an item we deliver arrives damaged, sections 3–6 apply. Delivery charges are not refundable once the item is dispatched, unless it arrives damaged.
• Event dates. We will try to remake where time allows, but we are not responsible for losses from a missed event date caused by a courier or by a change on your side.

10. Refund method & timing

Approved refunds go only to the original payment method (UPI, card or net banking) — never in cash and never to a different account. We initiate them within 7–10 business days of approval; the time it takes to show depends on your bank. A refund is for the amount you actually paid. Discount codes and offers used on a refunded order are not restored, unless the refund is due to our error, in which case we may reissue the offer.

11. Payment disputes (chargebacks)

Please contact us first — we sort genuine problems quickly. If a payment dispute is raised with your bank without first contacting us, or after we have already offered the remedy in this policy, we will contest it with our records (your order and payment, design approval, packing video, courier delivery record, our messages, and this policy, which you accepted at checkout). We may decline future orders from accounts that raise unfair disputes.

12. False claims and claim history

Knowingly making a false claim — for example saying a delivered parcel was empty, swapping or damaging the item yourself, editing a video, or saying a delivered parcel was not received — is cheating. We keep the evidence, and may report it to the courier, the payment provider and the police and pursue recovery under the law. Where a phone number, e-mail or address has a pattern of unverified or rejected claims, we may apply stricter verification or decline further orders.

13. Delivery delays & force majeure

We are not liable for delays caused by events genuinely beyond our control — natural disasters, strikes, government restrictions and the like. Courier delays are not force majeure. If your parcel has not arrived 10 business days after the committed date, tell us: we investigate with the courier, and if it is confirmed lost we reprint and re-send it at our cost, or refund you if we cannot.

Tracking says "delivered" but you didn't receive it? Tell us within 48 hours of the delivery scan. Please first check with family, neighbours and building security. We then ask the courier for its proof of delivery, which can take 7–15 days. If the courier cannot show it was delivered to you, we reprint and re-send at our cost, or refund you if we cannot. If it can, we share the proof with you.

14. The records we keep

To verify claims, prevent fraud and defend payment disputes, we keep packing videos and photos for 180 days after delivery, and the evidence for any claim or dispute until it is closed and for up to 3 years afterwards (the period in which a consumer complaint can be filed). We use these records only for your order, claims, disputes and legal requirements. See our Privacy Policy.

15. Grievance redressal

If your claim is not resolved to your satisfaction, you may escalate to our Grievance Officer, who will acknowledge within 48 hours and resolve within one month:

You may also register a complaint with the National Consumer Helpline (call 1915 or visit the NCH portal), or file through the government's e-Daakhil portal.