Refund & Return Policy

This policy explains when you can get a 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.

1. The nature of custom printing

Almost everything we sell is made to order — printed specifically with the design, size, and colour you choose. Unlike a ready-made product, a custom item can't be put back on a shelf and sold to someone else. For this reason, custom items are not eligible for return or refund on a change-of-mind basis. Please order carefully and approve your proof before we print.

2. When you ARE entitled to a replacement or refund

Regardless of the custom nature of our products, you are always entitled to a free replacement or a full refund if:

• The item arrives physically damaged (torn, broken, or spoiled in transit).
• The item is defective — a genuine print or manufacturing fault on our side (e.g. the print is smudged, misaligned, peeling, or the wrong colours were printed compared to your approved proof).
• You received the wrong item, wrong size, or wrong design compared to what you ordered and approved.
• Your order is not delivered within the committed timeline (except where caused by force majeure — see section 7).

3. When you are NOT entitled to a refund

• Change of mind after a custom item has been printed or after your proof is approved.
• Errors in the artwork you supplied — spelling mistakes, low-resolution or blurry images, incorrect colours in your own file, or a design you later dislike. The printed result matches the proof you approved.
• Minor colour variation between your screen and the printed product. Screens and fabrics render colour differently; small variation is normal and is not a defect.
• Fit or size preference where the size you ordered was printed correctly (please use our size guide before ordering).
• Damage caused after delivery by wear, incorrect washing, or misuse.

4. How to raise a claim

To help us resolve genuine issues quickly and fairly, please:

• Contact us within 48 hours of delivery at support@xeflux.com or on WhatsApp at +91 94049 69188.
• Share your order number and clear photos or a video of the issue. An unedited unboxing video is the strongest evidence for transit damage or a missing item.
• Do not use, wash, or alter the item before the claim is assessed.

We will acknowledge your claim within 48 hours and, once verified, arrange a reprint, replacement, or refund. Verified refunds are processed within 7–10 business days to your original payment method, in line with RBI guidelines.

5. Order cancellation

You may cancel before we begin printing for a full refund. Once printing has started on a custom order, it cannot be cancelled, because production has already been committed specifically to you. We do not charge cancellation fees for cancellations made before printing begins.

6. Refund method & timing

Approved refunds are returned to your original payment method (UPI, card, or net banking). Cash-on-delivery orders are refunded via UPI or bank transfer to details you provide. Refunds are initiated within 7–10 business days of approval; the time for the amount to reflect depends on your bank or payment provider.

7. Delivery delays & force majeure

We are not liable for delays caused by events beyond our control — natural disasters, strikes, courier failures, or other force majeure events. In such cases the delivery-timeline guarantee in section 2 does not apply, as permitted under the E-Commerce Rules.

8. Grievance redressal

If your claim is not resolved to your satisfaction, you may escalate to our Grievance Officer, who will respond within the timelines required by law (acknowledgement within 48 hours; resolution 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.