Effective Date: 1-10-2025
Last Updated: 15-10-2025
Thank you for shopping with Etch Theory.
We take pride in creating personalised and custom-made products designed uniquely for each customer. Please read our Return & Refund Policy carefully before placing your order.
1. No Returns or Cancellations
All our products are custom-made or personalised based on your specifications.
Therefore:
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We do not accept returns or exchanges once an order has been placed.
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Order cancellations are not possible, as production begins immediately after your order is confirmed.
We strongly recommend reviewing all details — including customisation text, product design, and address — before confirming your order.
2. Replacement Policy (If Product Is Damaged)
While we ensure that every order is securely packed, damages during transit may occasionally occur.
A replacement may be offered only if the following conditions are met:
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The product was damaged during delivery by the courier partner.
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You provide a clear unboxing video showing the damaged item as proof.
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The video and complaint are sent to us within 2 days of delivery at thetchtheory@gmail.com.
If the claim is approved:
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A replacement product will be arranged at no additional cost.
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The replacement will be for the same product and design originally ordered.
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We do not offer exchanges or monetary refunds.
3. Refunds
Since all our products are made to order, refunds are not applicable under any circumstances, except in rare cases where:
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The order was rejected or not processed due to a system or payment error, or
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The product is out of stock and cannot be remade.
In such approved cases, the refund will be processed to the original payment method within 7–10 business days.
4. Incorrect or Incomplete Address
Please ensure that the shipping address provided is correct and complete.
We will not be responsible for non-delivery or delays caused by incorrect or incomplete address details entered during checkout.
5. Contact Us
For replacement requests or support, please contact us at:
Vasai, Maharashtra – 401201, India
Please include your order ID, unboxing video, and pictures (if applicable) when reaching out.
By placing an order with Etch Theory, you acknowledge that you have read, understood, and agreed to this Return & Refund Policy.