Refund & Replacement Policy
How refunds, replacements and cancellations work for personalized Dimple products.
Last updated: June 2026
Every Dimple product is custom-made for a specific child from the photo and details you approve. Because of this, our refund policy is different from ordinary off-the-shelf products. Please read it carefully before ordering.
1. Personalized products
As each item is made to order using your child's photo and personalization details, correct products produced from an approved preview are not eligible for change-of-mind returns, exchanges or refunds. This is standard for personalized goods. Please check your preview carefully before approving.
2. When you are eligible for a replacement or refund
We will gladly arrange a free replacement or a refund if your order is:
- Damaged in transit (e.g. torn, crushed or water-damaged on arrival).
- Defective due to a printing or production fault (e.g. faded print, misprint or smudging caused by us).
- Incorrect — you received a different product, design, size or details than the preview you approved.
3. How to raise a request
Contact support@dimpleit.com, dimpleeit@gmail.com within 72 hours of delivery with:
- Your order number and the email or phone used to order.
- A clear photo or short video showing the damage, defect or error.
Our team will review and respond, usually within 2–3 working days.
4. Resolution
- For approved damage/defect/error claims, we will reprint and reship the correct product at no extra cost, or issue a refund if a replacement is not possible.
- Approved refunds are made to your original payment method. Banks/UPI typically take 5–7 working days to reflect the amount.
5. What is not covered
- Errors in details you provided and approved (e.g. spelling of a name, wrong class or roll number).
- Low-quality, blurred or unsuitable uploaded photos that affect the result.
- Minor colour variation between screen and print.
- Change of mind after preview approval.
6. Cancellations
You may cancel an order for a full refund before you approve the preview and it enters production. Once production has started, an order cannot be cancelled. Digital-only items are non-refundable once the file has been delivered.
7. Contact
For any refund or replacement query, email support@dimpleit.com, dimpleeit@gmail.com and our support team will help.