returns, refunds & cancellation

last updated 11 November 2026

cancelling an order

• Before engraving starts: cancel any time for a full refund. Message us on WhatsApp or email with your order number. Engraving can start soon after we approve your photo, so please write to us as early as you can.
• After engraving starts: the card is already being made with your photo and can't be used for anyone else, so the order can't be cancelled.
• If we cancel: if we can't make your card (for example the photo breaks our photo rules or we can't deliver to your pincode), we refund you in full.

what we fix for free

If any of these happen, it's on us. You choose a free remake (sent again at no cost) or a full refund.

• The card or sleeve arrives damaged in transit (bent, scratched, cracked).
• You got the wrong card: someone else's photo, or a back message different from what you typed.
• Something is missing from the parcel.
• An engraving fault from our side: missing areas, double lines, burn marks, a crooked or off-centre design compared with your approved preview.
• The parcel is lost in transit.
• The parcel reaches you after the arrive-by date shown on your order, unless the delay is due to events outside our control (such as floods, strikes or courier shutdowns). For a late parcel, you can also send the card back with a free pickup we arrange for a full refund.

what we can't refund or remake for free

We engrave exactly the photo, crop, settings and message you approved. So we can't offer a free remake or refund for:

• A change of mind, or a gift that's no longer needed.
• Spelling mistakes, dates or names typed by you in the back message.
• The photo you chose, including low resolution or blur that the personaliser warned about.
• Small differences in tone or detail between the on-screen preview and the real metal. Engraving turns your photo into fine dots on metal, and screens vary. We explain this before you order.
• Normal wear after delivery, or damage from misuse.
• A parcel returned to us because the address was wrong or incomplete, or no one accepted it after the courier's attempts. We can send it again once you pay the courier charge.

Made a mistake in your message or photo? Tell us. We're happy to make a corrected card at a special price.

how to report a problem

1. Record an unboxing video. Start with the sealed parcel and its shipping label in view, then open it in one continuous clip without cuts. This is the fastest way for us to approve a claim.
2. Message us in time: within 48 hours of delivery for transit damage, wrong or missing items, and within 7 days for an engraving fault. Use WhatsApp or hello@theuninked.com.
3. Send: your order number, the video, and clear photos of the card (front and back), the sleeve and the outer box.
4. If the outer box is torn, wet or opened when the courier hands it over, take a photo of it before opening, or refuse the parcel. Either way, tell us straight away.

how we check a claim

Before every parcel leaves, we photograph the finished card, the card in its sleeve and the packed parcel with its label. You can see these photos on your tracking page. We compare your video and photos with these records and with the courier's scans. If we need the card back to check it, we arrange a free pickup.

We reply within 48 hours with a ticket number and a copy of your complaint as we recorded it. For most clear claims you'll have a decision within 2 working days, and every complaint is resolved within one month. If we turn down a claim, we tell you why and what we saw, and you can ask our grievance officer to review it.

remakes and refunds

• Remake: we engrave a new card from your original photo and settings, and ship it free. It leaves us within 3 working days of approval. We may ask you to return the faulty card using a free pickup we arrange.
• Refund: sent to the original payment method (UPI, card or netbanking) through Razorpay. We start it within 2 working days of approval. Your bank usually shows it within 5 to 7 working days.
• Delivery is free, so there are no shipping charges to deduct from a refund.

complaints and grievance officer

Not happy with our answer? You can also contact the National Consumer Helpline: call 1915 or 1800-11-4000, or visit consumerhelpline.gov.in.