Refund & Cancellation Policy

At Project Chand, every order is made especially for you using the photos and personalization details you provide. Because each product is custom-made, our refund and cancellation policy is different from that of standard retail products.

Please read this policy carefully before placing your order.

1. PERSONALIZED PRODUCTS

Most of our products are created exclusively for each customer and cannot be resold. For this reason, personalized items are generally not eligible for returns, exchanges, or refunds, except in the situations outlined below.

2. ORDER CANCELLATION

• If you wish to cancel your order, please contact us as soon as possible after placing it.
• Orders can only be cancelled before production has started.
• Once your personalized product enters the printing or manufacturing process, cancellation is no longer possible.
• If your order has already been shipped, it cannot be cancelled.
• If your cancellation request is approved before production begins, any eligible refund will be processed to your original payment method.

3. WHEN WE OFFER A REPLACEMENT OR REFUND

We will gladly review your request if:

• You receive the wrong product.
• Your order arrives damaged during delivery.
• The product has a manufacturing or printing defect.
• You receive an item that is significantly different from what you ordered due to our error.

In these cases, we may offer a replacement, store credit, or refund after reviewing the issue.

4. WHAT IS NOT ELIGIBLE FOR REFUNDS

Refunds or replacements will generally not be provided for:

• Incorrect photos uploaded by the customer.
• Spelling mistakes, names, dates, or text submitted during ordering.
• Low-resolution or blurry images provided by the customer.
• Minor color variations caused by different screen displays or printing processes.
• Slight cropping or positioning differences required during production.
• Damage caused after delivery due to misuse, improper handling, or normal wear and tear.
• Orders where the customer changes their mind after production has started.

Please review your customization details carefully before completing your purchase.

5. REPORTING AN ISSUE

If there is a problem with your order, please contact us within 48 hours of receiving your package. To help us resolve your request quickly, include:

• Your order number
• A brief description of the issue
• Clear photos of the product and its packaging (if applicable)

Our team will review your request and respond as soon as possible.

6. RETURN INSTRUCTIONS

If a return is required, we will provide instructions after reviewing your request. Please do not return any product without first contacting our support team, as unauthorized returns may not be accepted.

7. REFUND PROCESS

• If your refund request is approved, refunds will be issued to the original payment method used during checkout.
• Processing times may vary depending on your payment provider or bank.
• Shipping charges are generally non-refundable unless the error was caused by Project Chand.

8. REPLACEMENT POLICY

Where possible, we may choose to replace a defective or incorrect product instead of issuing a refund. Replacement requests are reviewed individually based on the nature of the issue and the information provided.

9. DAMAGED PACKAGES

If your package arrives visibly damaged, please take photos before opening it whenever possible and contact us immediately. This helps us work with our shipping partners to resolve the issue more efficiently.

10. NEED HELP?

If you have any questions about cancellations, refunds, replacements, or your order, we're here to help.