At Tathastu Keepsakes, every product is made to order with care. Because of the personalised nature of 3D printing, our return policy is more limited than traditional retail — but we always make it right when something goes wrong on our end.
✅
Return Window
5 days from delivery
⚡
Decision Timeline
~2 business days
💳
Refund Timeline
5–10 business days
1. Non-Returnable Items
The following items cannot be returned or exchanged under any circumstances, except in the case of a manufacturing defect or damage-in-transit (see Section 3):
- All made-to-order products (our entire product range is made-to-order).
- Custom / personalised items — keyrings with custom text, products with uploaded designs, colour-customised orders.
- Items that have been used, assembled, or altered after delivery.
- Items returned without original packaging.
- Perishable or hygiene-sensitive items (not applicable to our current catalogue).
Note: Because all Tathastu Keepsakes products are manufactured on demand specifically for you, we are unable to accept returns for change of mind or incorrect size/colour selection (please check product descriptions and size guides carefully before ordering).
2. Eligible Returns
You may raise a return/refund request within 5 days of delivery if:
- The product has a manufacturing defect (e.g., broken print, layer delamination, significant warping beyond tolerance).
- The product was damaged in transit (see Section 3 for the procedure).
- You received the wrong item — a different product or colour than what you ordered.
For defective or wrong items, we will arrange a free return pickup or ask you to ship it back (shipping costs reimbursed). Once received and inspected, we will issue a replacement or a full refund at your choice.
3. Damage in Transit
If your order arrives visibly damaged:
- Record an unboxing video before fully opening the package. This is required to support a courier damage claim and our internal quality review.
- Contact us within 48 hours of delivery (not later — courier claims have strict windows).
- Send us the unboxing video + photos of the damaged item and packaging to tathastukeepsakes@gmail.com or via WhatsApp at +91 91548 92790.
- We will review and respond within 2 business days with a resolution (replacement dispatch or refund).
4. How to Raise a Return Request
- Log in to your account and go to My Account → Track Order, then select the relevant order and click "Request Return".
- Alternatively, email us at tathastukeepsakes@gmail.com with subject:
Return Request – Order #[your order number]. - Include photos/video of the issue, your order number, and a brief description of the problem.
- Our team will respond within 2 business days with the next steps.
5. Return Shipping & Condition Requirements
- Items approved for return must be sent in their original packaging with all components included.
- For defective/wrong items, we will arrange a free reverse pickup or reimburse reasonable courier charges (up to ₹150 within India).
- Items must be returned in unused, undamaged condition (except for the reported defect/damage) — items showing signs of use or tampering will not be accepted.
6. Refund Method & Timeline
Approved refunds are processed as follows:
| Payment Method | Refund Method | Timeline |
|---|
| Credit / Debit Card | Original card (via Razorpay) | 5–10 business days |
| UPI / Net Banking / Wallet | Original source (via Razorpay) | 3–7 business days |
| Cash on Delivery (COD) | Bank transfer (NEFT/IMPS — you provide account details) | 5–10 business days |
Timelines are from the date we confirm the return/refund, not the date you raise the request. Actual bank processing times may vary. Razorpay governs all prepaid refund timelines.
7. Cancellations
For cancellation terms, please refer to our Terms & Conditions (Section 4 — Order Acceptance & Cancellation). In summary, made-to-order items can only be cancelled within 2 hours of order placement if printing has not yet begun.
