1. Overview

9XO sells products created, printed, engraved, assembled, or otherwise personalized for an individual customer. Once customization or production begins, the item generally cannot be resold. For that reason, customized products are generally not returnable or refundable for a change of mind, a dislike of a customer-approved design, or an error in content supplied or approved by the customer.

2. Items generally not eligible

A return, replacement, or refund is generally unavailable where the product matches the confirmed order but the customer:

• changes their mind or no longer wants the item;
• dislikes a design, layout, spelling, crop, placement, or other detail they supplied or approved;
• uploaded a low-resolution, blurred, compressed, incorrectly cropped, or otherwise unsuitable image;
• provided incorrect names, dates, messages, sizes, addresses, or other order details;
• objects only to a minor colour difference caused by screen calibration, lighting, substrate, ink, coating, or the normal printing process;
• objects only to a reasonable handmade, material, alignment, grain, or finishing variation that does not materially affect the product; or
• has used, washed, altered, repaired, damaged, or disposed of the product after delivery.

This does not exclude a claim where the apparent variation is substantial, the product is unsafe, or the item materially fails to match the confirmed specification.

3. Situations that may be eligible

Subject to verification, a remedy may be available where:

• the product has a manufacturing, printing, engraving, assembly, or material defect;
• the parcel or product was damaged in transit or courier handling;
• you received the wrong product or another customer’s item;
• the delivered product has a major deviation from the confirmed size, material, colour, text, image, or other specification; or
• an essential component shown or confirmed as part of the order is missing.

Normal wear, misuse, accidental damage after delivery, or a customer-supplied production error is not a manufacturing defect.

4. Reporting an issue

For a damaged or defective item, contact the Dedicated Help Center within 48 hours of delivery. This reporting period follows our existing Return & Exchange help article. Report wrong items, material mismatches, or missing essential components promptly within the same period where reasonably possible.

Please provide your order number, a clear description of the issue, photographs or an unpacking video showing the product, the outer and inner packaging, the shipping label, and any relevant approved preview or order confirmation. Keep the product and all packaging until we complete our review. If evidence cannot reasonably be supplied, explain why when contacting us.

5. Assessment process

9XO management or an authorized support team will compare the evidence with the confirmed order, production records, quality checks, and delivery information. We may request additional photos or video, ask questions, arrange inspection or collection, or open an investigation with the courier.

Eligibility and the suitable remedy are decided case by case based on the nature, severity, evidence, product condition, and practical ability to correct the issue. We will not reject a valid statutory claim merely because a preferred internal remedy is unavailable.

6. Available remedies

Where a claim is verified, the proportionate remedy may be a repair, correction, reprint, replacement, refund, or partial refund, depending on the issue. For example, a reprint or replacement may be appropriate where it provides the customer with the product ordered; a partial refund may be appropriate for a limited defect the customer agrees to retain.

9XO may select the reasonable remedy after assessment, but this discretion is subject to applicable law, the seriousness of the defect, and any remedy the customer is legally entitled to receive. Store credit will be offered only as an option and will not replace a refund where a refund is required by law.

7. Customized and non-returnable orders

A personalized item cannot ordinarily be returned simply because it has no resale value to the customer. The relevant question is whether the delivered product materially matches the confirmed order and is free from a verified defect. Approval of a preview confirms the visible details in that preview, but it does not excuse a manufacturing defect, transit damage, wrong item, or material mismatch introduced by 9XO or its fulfilment partners.

Read these terms together with the ordering and customer-content provisions in our Terms of Use.

8. Cancellations

Request a cancellation through the Dedicated Help Center as soon as possible. A cancellation may be available before design work, customization, procurement, or production begins. Once customization or production has started, cancellation is generally unavailable because work and materials have already been committed.

If we approve a cancellation after costs have been incurred, any deduction or fee will reflect reasonable design work, production, materials, or other non-recoverable costs already committed. Any deduction remains subject to applicable law and will be explained during review.

9. Return shipping and collection

Do not send a product back without written return authorization and instructions from 9XO. An unauthorized parcel may be delayed, refused, or impossible to identify.

Where a defect, transit damage, wrong item, or material mismatch is confirmed and a return is necessary, 9XO will arrange or reimburse reasonable return shipping or collection as appropriate. If a claim is found ineligible or the item is returned contrary to instructions, the customer may be responsible for return, redelivery, or related reasonable shipping costs, subject to applicable law.

10. Refund method and timing

Approved refunds are normally initiated to the original payment method where possible. If that method is unavailable, we will agree a lawful alternative with you after reasonable verification.

We will initiate an approved refund after the assessment and any required return or collection are complete. The time for the amount to appear may vary because banks, card networks, wallets, or payment gateways may require additional processing time. We will provide the available transaction or refund reference through the support case.

11. Failed or refused deliveries

You are responsible for providing a complete, serviceable delivery address, correct PIN code, and reachable contact details. If delivery fails because the address or contact information was incorrect, the recipient was repeatedly unavailable, or the parcel was refused without a verified product issue, reasonable redelivery, return-to-origin, handling, and already-incurred customization costs may be deducted from any amount otherwise approved for refund, subject to applicable law.

If the courier damaged, lost, misrouted, or incorrectly marked a parcel, contact the Dedicated Help Center promptly so we can investigate rather than refusing or discarding the shipment without guidance.

12. Claim and fraud safeguards

We may verify identity, order ownership, delivery records, images, metadata, prior claims, and courier information to prevent duplicate, altered, misleading, or fraudulent claims. We may pause a claim while reasonable verification is completed and may reject evidence shown to be fabricated or unrelated to the order.

These safeguards do not prevent a customer from raising a genuine complaint or using a lawful consumer-dispute channel. Repeated claims are assessed on their evidence, not rejected merely because the customer has previously requested support.

13. Statutory rights and Indian law

This policy is intended to operate consistently with the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020, and other applicable Indian law. Nothing here excludes, restricts, or replaces a warranty, refund, replacement, compensation, complaint, or other consumer remedy that cannot lawfully be excluded.

If any part of this policy conflicts with a mandatory statutory right, the statutory right prevails. This policy provides general information about our order-resolution process and is not legal advice.

14. Contact us

To report an issue, request a cancellation, or ask about an assessment, visit the 9XO Dedicated Help Center. Include your order number and the email address or mobile number used for the order, but never send passwords, UPI PINs, CVV codes, or full card details.