Refund & Cancellation Policy

3.1 Video Requirements

Your unboxing video must meet the following criteria to be accepted as valid evidence:

• Continuous Recording: The video must be a single, unedited recording from start to finish. Edited, spliced, or multiple separate videos will not be accepted.
• Package Intact at Start: The video must begin with the sealed, unopened package clearly visible. The shipping label with your name and order details must be legible.
• Clear Visibility: The package opening and product inspection must be clearly visible throughout. Poor lighting, blurry footage, or obstructed views may result in rejection.
• Complete Unboxing: The video must show the entire process: opening the outer packaging, removing all contents, and inspecting the product from multiple angles.
• Damage Documentation: If claiming damage, the specific damage must be clearly shown and visible in the video immediately upon opening.

3.2 Consequences of Non-Compliance

We strongly recommend recording the unboxing of every package you receive. Storage on your phone for 7 days is sufficient to cover the claim window.

3.3 How to Submit Video Evidence

• Upload your video to Google Drive, Dropbox, or YouTube (unlisted)
• Ensure the link is accessible (set sharing permissions appropriately)
• Include the shareable link in your refund request email
• Keep the video available for at least 30 days until your claim is resolved

4.1 Cancellation Window

You may request cancellation of your order under the following conditions:

4.2 How to Request Cancellation

To request cancellation:

• Email us at pgrudrakshi@gmail.com with subject line "Order Cancellation Request - [Your Order ID]"
• Include your full name, Order ID, registered email/phone, and reason for cancellation
• We will acknowledge your request within 24 hours and confirm eligibility within 48 hours

4.3 Cancellation by Sketch2Shape

We reserve the right to cancel orders in the following situations:

• Payment failure or suspected fraud
• Uploaded content violates our Terms of Service
• Technical issues preventing order fulfillment
• Force majeure events

If we cancel your order, you will receive a full refund within 7-10 business days.

5.1 Situations Eligible for Refund

Why 24-48 hours? Shipping damage and defects are immediately apparent upon opening. We believe this window is sufficient for any customer to open their package and inspect the product. Longer windows increase the risk of damage occurring after delivery being misattributed.

5.2 Situations NOT Eligible for Refund

Due to the custom nature of our products and our strict evidence requirements, refunds are NOT available for:

• No Unboxing Video: Claims submitted without a valid unboxing video will be automatically rejected. This is non-negotiable regardless of the nature of the complaint.
• Late Claims: Claims submitted after the specified deadline (24-48 hours depending on issue type). Deadlines are strictly enforced.
• Edited or Incomplete Videos: Videos that appear edited, spliced, or do not show the complete unopened package at the start
• Change of Mind: You no longer want the product after ordering
• Incorrect Information Provided: Errors in your design choices, preferences, or shipping address that you provided
• Subjective Dissatisfaction: The product matches specifications but you don't like the result
• Minor Variations: Slight color differences, texture variations, or dimensional tolerances inherent to 3D printing technology
• Post-Delivery Damage: Damage caused after delivery by misuse, accidents, drops, improper handling, or normal wear and tear
• Delayed Unboxing: Products opened days or weeks after delivery where damage cannot be verified as shipping-related

Note: This policy does not affect your statutory rights under the Consumer Protection Act, 2019. If a product is genuinely defective or not as described, you remain entitled to remedies under consumer protection law.

6.1 How to Request a Refund

To submit a refund request, you must provide all required evidence within the applicable deadline:

• Step 1 - Prepare Evidence: Ensure you have your unboxing video ready (mandatory) along with clear photographs showing the issue
• Step 2 - Upload Video: Upload your unboxing video to Google Drive, Dropbox, or YouTube (unlisted) and ensure sharing is enabled
• Step 3 - Email Us: Send email to pgrudrakshi@gmail.com with subject "Refund Request - [Order ID]"
• Step 4 - Include Required Information: Full name, Order ID, delivery date/time, detailed description of issue, unboxing video link (mandatory), and photos

6.2 Refund Processing Time

6.3 Refund Method

Refunds will be processed to the original payment method used during purchase:

• Credit/Debit Card: 5-10 business days
• UPI: 3-5 business days

8.1 TrulyTheirs

• Designs are generated based on your questionnaire responses
• You can preview the design before confirming the order
• Once approved and confirmed, the design is considered final
• Refunds not available for dissatisfaction with approved designs
• Refunds ARE available for manufacturing defects or shipping damage

8.2 Drawing to 3D

• The 3D model is created based on your uploaded drawing/image
• Some interpretation is necessary; results may not be exact replicas
• Refunds not available for artistic interpretation differences
• Refunds ARE available for manufacturing defects or significant deviations due to our error

8.3 Gallery Products

• Pre-designed models have standard specifications shown on the product page
• If personalization is added, the product is treated as custom
• Standard gallery products without personalization may have slightly more flexible return options for manufacturing defects