Cancellation Return Replacement and Refund Policy

Scope and customer rights

This policy applies to purchases from abstractrealmss.com, operated by AbstractRealmss LLP, for delivery within India. Orders placed on a marketplace follow its applicable process without limiting your legal rights. Nothing in this policy excludes remedies under applicable Indian consumer law or an applicable warranty. Our review process does not restrict access to consumer grievance or legal remedies.

Cancellation before fulfilment

Request cancellation through My Account, Orders and the available cancellation option, or email care.abstractrealmss@gmail.com with your order number and the items to cancel. For standard products, request cancellation before dispatch. For personalised or made-to-order products, ordinary change-of-mind cancellation is available only before production starts. Production starts when work on your specific product begins, such as printing, engraving or manufacturing after the required artwork approval. We check the recorded fulfilment stage and whether work or shipment can still be stopped, then confirm the decision. A request is not itself confirmation of cancellation. Approved eligible cancellations carry no routine cancellation fee. If production or dispatch has started, contact Customer Care; discretionary cancellation is not guaranteed, but statutory remedies remain available.

If we cancel a paid order because we cannot fulfil it, we notify you and refund the amount paid for the cancelled items and the applicable delivery charge. We do not substitute another product without your agreement.

Reporting an order issue

Please report damage, defects, missing items, incorrect products or printing/personalisation errors within five calendar days following confirmed delivery. The routine deadline is 11:59:59 p.m. IST on delivery date plus five days: delivered 3 October means report by 8 October. Separate deliveries have separate reporting dates. A timely request remains valid while review or an authorised return is arranged.

To submit a request, follow the customer steps below. An unboxing video is not compulsory. Photographs or video should be supplied where reasonably available; we may request information reasonably needed to verify the issue. If you cannot access the portal or upload evidence, email care.abstractrealmss@gmail.com with your order number and available information. This routine window does not end statutory or warranty rights; contact us about later defects or disputed delivery records.

How to request a refund or replacement

1. Open My Account, then Orders, and select the relevant order. Use the order-help or return option shown. If unavailable, contact Customer Care by email.
2. Select the affected item and quantity. Choose Request Refund or Request Replacement. Cancellation before fulfilment follows the separate cancellation process above.
3. Choose the reason: arrived damaged or broken; defective product or poor print quality; incorrect item or personalisation; materially different design or description; missing item or component; change of mind for a standard non-personalised item; or another issue. Explain the problem, including what differs from the agreed design where relevant. For non-delivery, contact Customer Care without waiting for a delivery-based return window.
4. Upload clear photographs or video where reasonably available. Show the affected area and, for transit damage, the packaging and label where safe. Avoid unrelated personal information.
5. Submit the request and keep its reference. We assess the request, ask for any necessary clarification and communicate approval or refusal with reasons. Submission does not automatically authorise a return or transfer a refund.

Please open and inspect your package on the day of delivery, including products purchased as gifts. If you notice any breakage, damage, missing items or an incorrect product, please raise a support ticket as soon as possible, preferably within 24 hours of delivery, with your order number and clear photographs of the product and packaging.

Prompt reporting allows us to investigate and submit a claim to our logistics partner within its reporting deadline. Please retain the original packaging until we confirm the next steps. This request does not limit your rights under applicable consumer law.

Eligible issues and personalised products

We provide remedies as required by applicable law for damaged, defective, deficient, spurious, incorrect or materially misdescribed goods and products that differ from agreed instructions. We assess missing items and late or non-delivery complaints. Where goods arrive after the stated delivery schedule, applicable late-delivery refund rights are preserved, subject to the statutory force-majeure exception.

Personalised and made-to-order goods are not ordinarily returnable solely because you change your mind or supplied incorrect text, images or selections that we reproduced accurately. This exclusion does not apply to our printing errors or genuine defects. Minor screen-to-print colour differences are assessed against the advertised product and agreed design, not used to reject a material mismatch.

Review and decision

We acknowledge consumer complaints within 48 hours and aim to provide an initial assessment within two working days. We assess the order, agreed design and evidence, explain the decision, and confirm whether collection is required. Refund, replacement or supply of a missing component depends on the issue, applicable entitlement and any agreed remedy. Store credit or an alternative resolution requires your agreement. We do not force a replacement where a refund is legally due.

Change of mind and other exclusions

If we supplied a non-personalised product correctly and it is not damaged or defective, you may ask to return it because you changed your mind or no longer want it. Such returns require our written approval and may be declined. Submit your request within the reporting period stated in this policy. If we approve the return, the product must be unused, complete and securely packed, unless we agree otherwise. We will explain the return conditions and proposed refund before you decide whether to proceed. Not every standard product is automatically eligible for a change-of-mind return.

Simply disliking a correctly supplied product does not automatically qualify it for a refund or replacement. If you raise a quality concern, we will review the product description, agreed specifications and available evidence to determine whether there is a genuine defect or a difference in personal preference. Genuine defects and products that materially differ from what was advertised or agreed remain eligible for the applicable remedy.

Personalised and made-to-order products are normally not eligible for change-of-mind returns when they have been produced correctly according to your agreed instructions. This does not exclude remedies for damage, genuine defects or errors made by AbstractRealmss.

Return pickup charges when you change your mind

If we approve a change-of-mind return of a correctly supplied product, you will pay the agreed cost of collecting it from your address and delivering it back to us. Before arranging collection, we will show you:

• The refund amount before deducting the return pickup charge.
• The return pickup charge, including applicable taxes.
• The proposed refund amount after this deduction.

We will also explain any conditions the returned product must meet before the refund is approved. We will arrange collection only after you expressly accept the pickup charge and proposed refund amount. We will deduct only the pickup charge you accepted. AbstractRealmss will book the courier; you do not need to arrange collection or pay the pickup agent separately. If the pickup charge changes before booking, we will explain the revised charge and proposed refund amount and ask for your acceptance again. If you do not accept, we will not arrange collection or deduct the charge.

These customer-paid pickup charges do not apply to approved returns for transit damage, genuine defects, incorrect products or errors made by AbstractRealmss in fulfilling your order. AbstractRealmss pays the return pickup cost for those approved remedies.

Other exclusions

Damage demonstrably caused by misuse, improper care, unauthorised alteration or normal wear does not by itself establish that the product was defective when supplied. We assess the circumstances and explain any refusal. Nothing in this section excludes remedies for a genuine manufacturing defect, an applicable warranty or rights available under Indian consumer law.

Return authorisation and Shiprocket collection

Do not send a product independently without our instructions. Once your return is authorised, confirm the pickup address, contact number and availability through the request page or Customer Care. Where the portal offers pickup scheduling, choose from the available options; we arrange the booking through Shiprocket. Courier serviceability and actual booking confirmation determine the collection date. A preferred date or submitted scheduling request is not a confirmed appointment. We share the confirmed date and tracking reference after booking. If collection is unavailable, we agree a suitable alternative with you and explain any applicable cost before you accept it. Pack the approved items, accessories and components securely using suitable protective materials; original packaging is preferred where available but is not an absolute condition for a genuine defect remedy. Retain the handover acknowledgment and tracking reference.

For verified broken or unsafe products, we may waive collection. Keep the item safely aside until instructed and do not handle sharp pieces for photographs. A waived return proceeds to final remedy approval without pickup.

Customer steps after return approval

1. Read the approval and confirm whether collection is required or waived. For a discretionary return, review and explicitly accept the reverse-pickup quote and net refund before booking.
2. Confirm the pickup address and contact details, and submit your availability using the scheduling option or Customer Care. Wait for the confirmed booking and tracking reference.
3. Pack only the authorised items securely and hand the parcel to the assigned courier. Keep the handover acknowledgment.
4. Track the return. After receipt and inspection, we communicate final remedy approval and initiate the refund or arrange the replacement. If collection was waived, no pickup or physical return is needed.

Who pays the reverse pickup charge

When the product arrives damaged or defective, or we make an error:

AbstractRealmss pays the return pickup charge for approved remedies. If an approved replacement is provided for these reasons, you will not pay any additional product or delivery charge. We do not deduct return shipping charges, payment gateway fees or restocking fees from refunds for these approved remedies.

When you change your mind about a correctly supplied product:

If we approve the return, you pay the return pickup charge that you expressly accept before collection is booked. Please see “Change of mind and other exclusions” for the approval conditions, charge disclosure and refund calculation. Your rights under applicable consumer law remain unaffected.

Receipt inspection and courier problems

Where a return is required, we aim to inspect it within two working days of receipt. We compare the received units with the authorised return; the reported defect itself is not a reason to reject it. If there is a material discrepancy, we explain it and offer review. If a pickup fails, the courier is delayed, the PIN code is unserviceable, or an authorised return is lost or damaged in transit, email care.abstractrealmss@gmail.com with your request and tracking reference. We investigate and arrange rebooking or an appropriate alternative. Courier problems do not automatically invalidate a timely claim, and any carrier claim does not by itself remove your legal remedy.

Refund amount and initiation

An approved refund covers the amount actually paid for the affected units, including applicable taxes and allocated discounts. Whole-order refunds caused by verified defects or our fulfilment errors include the original delivery charge. For partial refunds, we disclose the delivery-charge allocation and item-wise calculation before processing; a legally due refund is not reduced by an arbitrary or undisclosed allocation. For discretionary returns of correctly supplied products, original delivery charges are ordinarily not refundable unless we agree otherwise, and only an expressly accepted reverse-pickup charge may be deducted. We show the amount before deductions, the agreed deductions and the net refund. We do not deduct Razorpay payment-capture fees from the customer refund. Applicable statutory entitlements take precedence.

Where collection is required, we aim to initiate the approved refund within two working days after inspection approval. Where collection is waived, we aim to initiate it within two working days after final approval. Approved paid cancellations follow the same final-approval initiation target. Working days mean Monday to Friday excluding public holidays observed by our Hyderabad office. These operational targets do not extend statutory complaint deadlines.

Razorpay and payment credit

AbstractRealmss initiates online-payment refunds through Razorpay to the original payment source, such as the card, bank account, UPI-linked account or wallet used to pay. Normal refunds can take 7 to 10 business days after initiation to reflect, depending on the payment method and bank. We share the refund reference and available status. Initiation is not confirmation of bank credit. If a refund fails or is delayed beyond the communicated timeframe, email care.abstractrealmss@gmail.com with your order number and refund reference so we can investigate. We do not ask for payment PINs, passwords, full card details or OTPs to process a refund. Cash on Delivery is not offered on this website.

Replacements and missing items

We share the estimated replacement preparation and dispatch schedule after approval, taking account of product availability and any required artwork or production. Where collection is required, preparation normally follows receipt and inspection. You will not be charged again for an approved replacement addressing a verified defect, damage or our fulfilment error, including its delivery. If a suitable replacement is unavailable or cannot be provided within the agreed schedule, we offer an applicable refund or another resolution you agree to. For a missing item or accessory, we may supply the missing component or refund the appropriate amount; you need not return an item you did not receive. Report a defective replacement against its own delivery date. Applicable rights and warranties remain available.

Failed duplicate or disputed payments

Email care.abstractrealmss@gmail.com with your order reference, payment reference, date, amount and a redacted screenshot where available if money was debited without order confirmation, a duplicate debit occurred or a refund is disputed. We verify the transaction and coordinate the appropriate correction with the payment provider. A failed-payment reversal is different from an approved product refund and may follow the bank or provider timeline. We reconcile pending refunds and payment disputes to avoid duplicate reimbursement. Do not share payment credentials.

Support grievance review and privacy

Each complaint receives a reference for tracking. Start with Customer Care at care.abstractrealmss@gmail.com. If your complaint remains unresolved or you disagree with the decision, contact Deepak Malhotra, Grievance Officer, at grievance.abstractrealmss@gmail.com or +91 91211 79496 and include the existing reference and your explanation. Further internal review may be requested from the Designated Partner by emailing abstractrealmss@gmail.com with the subject Partner Escalation and the complaint reference. You may contact the Grievance Officer directly; internal escalation is optional and does not restart the complaint clock. We acknowledge consumer complaints within 48 hours and redress them within one month of receipt. We provide a copy of the complaint as recorded and communicate the outcome. You retain the right to approach the National Consumer Helpline or a competent consumer authority.

We use order, contact and claim information to review and resolve your request and share necessary details with the courier and payment provider as described in our Privacy Policy. Evidence and financial records are retained and protected in accordance with applicable requirements. Policy updates do not retrospectively remove rights or agreed return terms for an existing purchase.

Customer Care: care.abstractrealmss@gmail.com | +91 91211 79496 Grievance Officer: Deepak Malhotra. Designation: Grievance Officer. Email: grievance.abstractrealmss@gmail.com. Telephone: +91 91211 79496. Correspondence address: Flat No. 1007, Block No. 1, SMR Vinay Fountainhead, Metro Water Pipeline Road, Near Calvary Temple, Hyderabad, Rangareddy, Telangana 500049, India. Sales and bulk enquiries: sales.abstractrealmss@gmail.com Legal name: AbstractRealmss LLP. Website: abstractrealmss.com. GSTIN: 36ACNFA5559P1ZJ. Udyam Registration Number: UDYAM-TS-02-0382567. Business and correspondence address: Flat No. 1007, Block No. 1, SMR Vinay Fountainhead, Metro Water Pipeline Road, Near Calvary Temple, Hyderabad, Rangareddy, Telangana 500049, India. Effective from the launch of abstractrealmss.com.