policies & support
Return & Refund Policy
We take pride in every handcrafted item that leaves our studio. If something is not right, we're here to make it right.
Effective Date: 1 June 2025 | Last Updated: 1 June 2025
Same-Day Reporting
Defective items must be reported on the day of delivery.
Photo Verification
Upload clear images via My Orders on our website to initiate a claim.
Video Verification
Upload opening video of your parcel for a hassle-free refund.
Full Refund on Return
Return the item to us and receive a 100% refund of the product value.
50% Refund (No Return)
Keep the item? We'll still refund half the product value as goodwill.
1. Overview
Daanee Creations ("we", "us", "our") is a handmade art and craft business operating from Thane, Maharashtra, India. We create personalised gift hampers, scrapbooks, and bespoke gifting products. Because many of our items are handcrafted to order, our return and refund policy is designed to be fair both to customers and to our small-batch studio.
By placing an order on our website, you agree to the terms set out in this policy.
2. Eligibility for Returns & Refunds
A return or refund request will be considered only under the following circumstances:
- The item received is damaged, defective, or broken at the time of delivery.
- The item received is materially different from what was ordered (wrong product, wrong customisation details confirmed by us at checkout).
Customised and personalised products (items made with a customer's name, photograph, message, or specific design request) are non-returnable and non-refundable unless they arrive damaged or defective, as they cannot be resold or reused.
The following are not eligible for return or refund:
- Items where a change of mind is cited after delivery.
- Damage caused by the customer after receipt.
- Minor variations in colour, texture, or finish that are inherent to the handmade nature of the product.
- Items reported after the same-day reporting deadline (see Section 3).
- Digital products, gift cards, or downloadable content.
3. Reporting Deadline — Same Day of Delivery
All damage or defect claims must be raised on the same day the item is delivered. We are unable to process claims reported after the delivery date, as we cannot verify post-delivery handling.
To report a defective or damaged item, follow these steps:
- Log in to your account on our website.
- Navigate to My Orders and locate the relevant order.
- Click "Report an Issue" on the order detail page.
- Upload clear photographs of the damaged or defective item, including the outer packaging, the product itself, and a close-up of the defect. A minimum of 3 images is required for the claim to be processed.
- Provide a brief written description of the issue in the text field provided.
- Submit the form. You will receive an acknowledgement email within 2 business hours.
You may also write to us at support@daaneecreations.com or WhatsApp us at +91 7999309397 on the same day, with your order number and photographs, as a backup. Website submission remains the primary and preferred channel.
Mandatory Requirement
4. Unboxing Video — Your Key to a Hassle-Free Refund
To protect both our customers and our studio from transit fraud and false claims, we require every customer to record a continuous, unedited video while opening (unboxing) the parcel at the time of delivery. This video serves as primary evidence for any damage or defect claim.
How to record a valid unboxing video:
- 1Start recording before cutting the tape or opening any seal — the outer packaging must be visible at the start of the video.
- 2Record in one continuous shot without pausing or stopping. Do not edit or trim the video.
- 3Ensure the video clearly shows the parcel label (with your name and order ID), the unopened seal, and the full unboxing process including the item inside.
- 4If the item is damaged or defective, keep the camera focused on the damage while still recording.
- 5Upload the video along with your photographs when submitting a claim under My Orders on our website.
Claims without a valid unboxing video will not be eligible for a refund, regardless of the nature of the damage. This policy is strictly enforced to ensure a fair and fraud-free experience for all our customers.
Videos can be in any standard format (MP4, MOV, AVI) and may be uploaded directly on the claim submission form. For large files, share via Google Drive or WhatsApp to +91 7999309397.
5. Verification Process
Once your claim is submitted, our support team will review the photographs and order details within 1–2 business days. We may contact you for additional information or images if required.
Claim outcomes will be communicated via the email address registered with your account. Approved claims will proceed to the resolution step based on your chosen option (see Section 6).
We reserve the right to decline claims where the photographic evidence is insufficient, unclear, or inconsistent with a manufacturing defect or transit damage. Our decision following a thorough review will be final.
6. Refund Options
Upon approval of your claim, you may choose one of the following resolution options:
Option A — Return & Full Refund
- ✓ Ship the defective item back to us at the return address below.
- ✓ 100% of the product value will be refunded to your original payment method.
- ✗ Return shipping charges are borne entirely by the customer. We do not provide prepaid return labels at this time.
- ✓ Refund is initiated within 5–7 business days of us receiving and inspecting the returned item.
Option B — Keep Item & 50% Refund
- ✓ You may keep the item — no return shipment required.
- ✓ 50% of the product value will be refunded to your original payment method as a goodwill gesture.
- ✓ No shipping costs involved.
- ✓ Refund is initiated within 3–5 business days of claim approval.
Original shipping charges paid at the time of purchase are non-refundable under both options, as these were incurred to deliver the product to you.
7. Return Shipping Instructions
If you choose Option A (return and full refund, Section 6), please follow these packaging and shipping guidelines to ensure the item reaches us safely:
- Pack the item securely in its original packaging wherever possible. If original packaging is unavailable, use adequate protective wrapping to prevent further damage in transit.
- Include a printed copy of your order confirmation or write your Order ID clearly on a piece of paper inside the parcel.
- Ship via any reputable courier service (e.g., Delhivery, Blue Dart, Shiprocket, India Post Speed Post) and retain the tracking number.
- Share the courier tracking number with us via email at support@daaneecreations.com after dispatch.
Return Address
Daanee CreationsW10 2503, Lodha Amara, Kolshet Road, Thane West, Maharashtra – 400607
We are not responsible for items lost or damaged in return transit. We recommend using a tracked shipping service and, where possible, purchasing shipping insurance.
8. Refund Processing & Timeline
| Scenario | Refund Amount | Processing Time |
|---|---|---|
| Return received & inspected (Option A) | 100% of product value | 5–7 business days from receipt |
| Claim approved, no return (Option B) | 50% of product value | 3–5 business days from approval |
| Claim declined | Nil | — |
| Order cancelled before dispatch (within 24 hrs of order) | 100% of order value incl. shipping | 3–5 business days |
| Order cancelled before dispatch (after 24 hrs of order) | 30% of order value incl. shipping | 3–5 business days |
Refunds are credited to the original payment instrument (credit/debit card, UPI, net banking, wallet) used at checkout. Bank processing times may add 2–3 additional working days beyond our processing period, depending on your bank or payment provider.
9. Order Cancellations
You may cancel an order within 24 hours of placing it for a full refund, provided it has not yet been dispatched from our studio. Cancellations requested after 24 hours will attract a 30% deduction of the order value including shipping. To cancel:
- Contact us immediately via WhatsApp at +91 7999309397 or email at support@daaneecreations.com.
- Provide your Order ID and the reason for cancellation.
Once a customised or personalised item has entered production (typically within 24 hours of order placement), it cannot be cancelled or refunded, as materials and artisan time have already been committed.
Orders that have already been dispatched cannot be cancelled. Please refer to the return process under Section 6 if the item has already shipped.
10. Product Exchanges
We currently do not offer direct product exchanges. If you wish to receive a different item, please initiate a return under Option A (Section 5), obtain your refund, and place a new order for the desired product.
11. Governing Law & Disputes
This Return & Refund Policy is governed by the laws of India, including the Consumer Protection Act 2019, the Information Technology Act 2000, and applicable rules thereunder. Any disputes arising from this policy shall be subject to the jurisdiction of courts in Thane, Maharashtra, India.
We endeavour to resolve all disputes amicably. Before initiating any formal proceedings, we request customers to contact our support team so we can attempt to resolve the matter directly.
12. Contact Us
For any return, refund, or order-related queries, please reach out through any of the following channels:
Our support team is available Monday to Saturday, 10:00 AM – 7:00 PM IST. We aim to respond to all queries within 4 business hours.