Return & Refund

Return, Refund & Cancellation Policy

Last Updated: 10 September 2026

This Return, Refund & Cancellation Policy explains the conditions under which Diecutsmart will consider complaints, replacements, refunds and cancellations.

Please read this Policy carefully before placing an order. By placing an order, you acknowledge that you have read and understood this Policy.

1. General Policy

Diecutsmart does not offer general returns or exchanges on the basis of change of mind, preference change or if the customer no longer requires the product.

We take quality seriously and are committed to addressing genuine product issues in a fair and transparent manner, in accordance with applicable law.

2. Eligible Complaints

A complaint or claim may be considered where the product is affected by any of the following:

  • Transit damage

  • Manufacturing or production defects

  • Wrong product supplied

  • Missing or incomplete items

  • Other issues covered by applicable consumer protection law

3. Complaint Period

All complaints must be raised within 48 hours of delivery.

Complaints raised after this period may not be considered, subject to any rights available under applicable law.

To raise a complaint, please contact our customer care team with your order details and supporting evidence.

4. Mandatory Unboxing Video Requirement

For all damage, shortage, wrong-item or production-related claims, an unboxing video is mandatory evidence for claim verification.

The video should:

  • Preferably begin before the package is opened

  • Clearly show the condition of the outer packaging

  • Show the product as it is unpacked

  • Be unedited and continuous

Failure to provide the required unboxing video may make it difficult for Diecutsmart to verify the claim and may affect the outcome, subject to applicable law.

5. Non-Returnable Situations

Claims will generally not be accepted for issues arising solely from:

  • Change of mind

  • Incorrect information provided by the customer

  • Spelling or text errors supplied or approved by the customer

  • Artwork or design supplied or approved by the customer

  • Incorrect measurements or specifications supplied by the customer

  • Incorrect quantity selected or approved by the customer

  • Customised or personalised products where the issue is not attributable to Diecutsmart

  • Products that have been used, altered, damaged or mishandled after delivery

6. Cancellation Policy

Cancellation of an order may generally be requested before production or processing has commenced.

Once production, processing or fulfilment has started, cancellation may no longer be possible — particularly for customised, personalised or made-to-order products.

To request a cancellation, please contact us as early as possible with your order number and details.

7. Refund Process

Where a refund is approved, it will be processed to the original payment method used at the time of purchase.

Refund timelines may vary depending on the payment method and your bank or payment provider. Typical processing timelines are:

  • UPI / Wallets: 1–3 business days

  • Debit / Credit Card: 5–7 business days

  • Net Banking: 3–5 business days

Diecutsmart is not responsible for delays caused by the customer's bank or payment provider.

8. Replacement

Where a replacement is approved, it will be processed subject to product availability.

Replacement timelines will be communicated at the time of approval and may vary based on product type, customisation requirements and availability.

9. How to Raise a Complaint

To raise a complaint or request a cancellation, please contact us through any of the following:

Phone / WhatsApp: +91 97461 04643
Email: diecutsm@gmail.com

Please include the following when raising a complaint:

  • Order number

  • Description of the issue

  • Unboxing video (mandatory for damage, shortage or wrong-item claims)

  • Photographs of the product and packaging

10. Governing Law

This Policy is governed by the laws of India.

Nothing in this Policy is intended to exclude or restrict any consumer right or remedy available under applicable Indian consumer protection law.

11. Changes to This Policy

Diecutsmart may update this Policy from time to time to reflect changes to our products, services, business practices or applicable legal requirements.

The updated version will be published on this page with a revised “Last Updated” date.

Your continued use of the website after an updated version is published constitutes acceptance of the revised Policy, to the extent permitted by applicable law.

12. Contact Us

For questions regarding this Policy, please contact:

Diecuts mart
1st Floor, 40/88/A1,
Sheela's Courtyard,
Opposite SL Plaza, Palarivattom,
Kochi, Ernakulam, Kerala – 682025, India.

Customer Care: +91 97461 04643
Email: diecutsm@gmail.com

This Policy should be read together with our Terms & Conditions, Privacy Policy, Shipping & Delivery Policy and any other policies published on the Diecutsmart website.