ShayonaGifts® — shayonagifts.com
Last updated: 14 August 2026
At ShayonaGifts®, your satisfaction is our masterpiece. Since most of our products are personalized, engraved, or made-to-order specially for you, this policy explains clearly what is and isn't eligible for return, exchange, refund, or cancellation — and what happens depending on whether the issue is due to an error on our part or on the customer's part.
1. Our Core Promise
- If the mistake, damage, or defect is caused by us (wrong item shipped, engraving/printing error on our part, manufacturing defect, or damage caused during our packing/handling) — we will fix it, at no extra cost to you, through a replacement, exchange, or full refund, as applicable.
- If the issue arises from an error made by the customer (wrong name/spelling/photo/date submitted at the time of order, wrong size/color/variant selected, wrong item ordered by mistake, change of mind, or an address/contact error), the product is not eligible for a free replacement or refund, since it has already been custom-made as per the details you provided. We will still try to assist you with a paid correction/reorder wherever practically possible.
2. Return Eligibility
Customized and personalized items (name-engraved, photo-printed, or made-to-order products) are created specially as per your instructions, and therefore are not eligible for return or exchange for reasons of personal preference, change of mind, or errors in the information you provided — unless the item is defective, damaged, or does not match what you actually ordered due to an error on our part.
For non-customized/standard products, returns are accepted if:
- The item is unused, unwashed, and in the same condition you received it, with all tags/accessories intact.
- It is in its original packaging.
- A return request is raised within 7 days of delivery.
3. Quality Check Before Dispatch
Every order is quality-checked and securely packed before dispatch, and select orders may be recorded on a packing/QC video at our facility. This helps us verify the condition of the product and packaging at the time of dispatch, and supports our review process in case a damage-in-transit or missing-item claim is raised. This does not replace the customer's own unboxing evidence requirement described in Section 4.
4. Mandatory Unboxing Photo/Video for Damaged, Defective, or Missing Items
To claim a damaged, defective, broken, or missing-item complaint, you must record a clear, continuous, unedited unboxing video (from a sealed parcel to the opened product) and/or clear photographs of the damaged item, damaged packaging, and the shipping label, at the time of opening the parcel. This is compulsory. Without valid photo/video evidence taken at the time of opening, we will not be able to process a replacement or refund for damage/defect/shortage claims, as we cannot verify whether the issue occurred in transit, during handling by the customer, or otherwise.
Please contact us within 48 hours of delivery with your order number, the unboxing video/photos, and a description of the issue, at:
Email: shayonagiftsindia@gmail.com
5. Defective or Damaged Items (Our Error)
If, upon review of your photo/video evidence, we determine that the item is genuinely defective or was damaged due to our manufacturing, packing, or handling error, we will offer you the choice of:
- A free replacement of the same item, or
- A full refund to your original payment method (including any shipping charges you paid), or
- An exchange for a similar product, where applicable.
In such cases, we will also arrange or reimburse the return shipping cost, since the error is on our part.
6. When the Error Is on the Customer's Side
The following are treated as customer-side errors and are not eligible for a free replacement, exchange, or refund:
- Damage that occurred after delivery (mishandling, misuse, water/impact damage after opening, etc.), where our unboxing evidence requirement (Section 4) shows the item was delivered intact.
- Incorrect name, spelling, date, photo, size, color, or variant submitted by the customer at checkout, which was manufactured exactly as instructed.
- Wrong item, quantity, or variant ordered by the customer by mistake.
- Change of mind after the order has moved to production.
We will inform you of the outcome with our reasoning, and may offer a paid reorder, correction, or repair as a goodwill gesture, at our discretion.
7. Return Process
- Contact our customer service team with your order number, unboxing photo/video (where applicable), and the reason for return/exchange.
- Our team will review your request and inform you whether it is approved as a Company-error case or a Customer-error case, per Sections 5-6 above.
- If approved, we will share a return authorization and the return address/instructions.
- Pack the item securely in its original packaging along with all accessories, and ship it as instructed, ideally via a trackable/insured courier service.
Return shipping charges: If the return/exchange is due to our error (wrong/defective/damaged item), we will bear or reimburse the return shipping cost. If the return/exchange is for any other approved reason, or is not due to our error, the return/forward shipping charges must be borne by the customer and will be deducted from any applicable refund.
Loss or damage of the return shipment in transit (while being sent back to us) is the customer's responsibility unless we arranged the return courier ourselves. We recommend using a trackable and, where possible, insured shipping method when returning an item at your own cost, and retaining the proof of shipment/tracking number until your return is confirmed as received by us.
8. Restocking and Inspection Timeline
Once we receive a physically returned item, our team will inspect it within 3-5 business days to confirm it meets the return conditions in Section 2 (unused, undamaged by the customer, original packaging, tags intact). We will notify you of the outcome of this inspection by email/SMS/WhatsApp before processing your refund or exchange.
9. Refunds
Once your return is inspected and approved, or your damage/defect claim is approved based on photo/video evidence, we will initiate your refund. You will be notified of the refund status by email/SMS/WhatsApp.
- Prepaid orders (card/UPI/netbanking/wallet): refund is issued to the original payment method. Please allow 7-10 business days for the amount to reflect, depending on your bank or payment provider, after we initiate it.
- Cash on Delivery (COD) orders: since no online payment was made, refunds cannot be credited back to "cash." We will collect your bank account details (account number, IFSC code, account holder name) or a UPI ID to process the refund via bank transfer/UPI, generally within 7-10 business days of receiving these details.
- If a returned item is found to be used, damaged by the customer, missing accessories/tags, or not in the condition described in Section 2, we may deduct a reasonable amount from the refund to reflect the reduced value of the item, or decline the return and ship the item back to you at your cost, at our discretion.
- Where an order was paid using a coupon/promo code or referral reward, the refund amount will be adjusted as per our Terms of Service (Coupon and Referral Program Terms).
10. Exchanges
We offer exchanges only for defective or damaged non-customized items, or for customized items found defective/incorrect due to our error, for the same product (subject to availability). To request an exchange, follow the Return Process outlined in Section 7.
11. Order Modification Before Dispatch
If you need to change your shipping address, contact number, or order details (such as size/variant, for non-customized items) after placing an order, please contact us as soon as possible. We will try our best to accommodate the change if production/packing has not yet started. Once production has started or the order has been dispatched, changes may not be possible, and the order will be governed by the relevant Sections of this Policy (Cancellation, Return, or Shipping Policy) instead.
12. Order Cancellation
You may cancel your order as long as we/our artists have not yet started working on, personalizing, or dispatching it. Once production/engraving/personalization has begun, or the order has been dispatched, it can no longer be cancelled and will instead be treated per this Return/Refund Policy (if defective/damaged on our part) once delivered.
If your order is successfully cancelled before work has started:
- For orders paid in full, we will issue a complete refund to your original payment method.
- For orders paid via part/advance payment, please note that the part/advance payment already made is non-refundable if you choose to cancel the order, since it is collected to reserve materials and production time for your customized item. Only the remaining unpaid balance (if any) will simply not be charged; no refund of the amount already paid will be issued in such cancellations, unless the cancellation is due to an error or delay on our part.
If we need to cancel your order (for example, due to stock unavailability, pricing error, or inability to fulfil), we will notify you and issue a full refund of any amount paid, including any part/advance payment.
13. Non-Returnable / Non-Cancellable Items
The following cannot be returned, exchanged, refunded, or cancelled once production has begun, except where defective/damaged due to our error:
- Customized and personalized items (name-engraved, photo-printed, made-to-order products)
- Gift cards / e-gift vouchers
- Items marked "Final Sale" or purchased during clearance sales
- Items without original packaging, tags, or proof of purchase
We may require your order number, invoice, or other proof of purchase to process any return, exchange, refund, or cancellation request.
14. Governing Law and Jurisdiction
This Policy is governed by the laws of India. Subject to applicable consumer protection laws that allow you to approach a forum in your own place of residence, the courts at Gandhinagar/Surat, Gujarat shall have exclusive jurisdiction over any dispute arising from this Policy.
15. Grievance Officer
In accordance with applicable Indian law, if you are not satisfied with the resolution provided by our customer service team, you may escalate your concern to our Grievance Officer:
Name: Ravi Desai
Email: shayonagiftsindia@gmail.com
Address: B-36, GIDC, Electronic Estate, Sector-25, Gandhinagar, Gujarat - 382024, India
We will acknowledge and address grievances within the timelines prescribed under applicable law.
16. Questions and Support
If you have any questions regarding this Return, Exchange, Refund & Cancellation Policy, please contact us at:
ShayonaGifts®
Email: shayonagiftsindia@gmail.com
Address: B-36, GIDC, Electronic Estate, Sector-25, Gandhinagar, Gujarat - 382024, India
Our customer service team is dedicated to ensuring your satisfaction and will assist you with any aspect of your return, exchange, refund, or cancellation.