1. Our Returns Approach

Return, replacement and refund eligibility depends on the product, condition of the item, reason for the request, order details and applicable law.

If an item arrives damaged, defective, materially different from the description, or incorrect due to an error on our part, please contact us so we can assess the issue and offer an appropriate resolution.

Nothing in this policy limits any consumer rights or remedies that cannot legally be excluded under applicable law.

2. Reporting a Problem

Please contact us as soon as reasonably possible after receiving your order, preferably within 48 hours of delivery so that we can investigate promptly. This requested reporting period is intended to help with assessment and does not remove any mandatory legal rights you may have.

Please include the following details in your request:

• Your order number and the name used to place the order.
• A description of the issue and the resolution you are requesting.
• Clear photographs or a short video showing the product and, where relevant, the outer packaging.
• Any relevant personalisation or order details.

Please do not send an item back before contacting us and receiving return instructions, unless applicable law requires otherwise.

3. Damaged, Defective or Incorrect Items

If your order arrives damaged, has a manufacturing defect, contains the wrong product or personalisation, or materially differs from what was agreed or advertised, contact us for an assessment.

Depending on the circumstances and applicable law, we may offer:

• A replacement or corrected item.
• Repair or another suitable remedy, where appropriate.
• A refund where required by law or agreed as an appropriate resolution.

We may request photographs, video or other reasonable evidence to understand the problem. We will consider each case fairly and will not use this process to avoid obligations imposed by consumer law.

4. Personalised and Made-to-Order Products

Some Wish Factoree products are made or customised specifically for the customer, including items featuring names, photographs, logos, selected colours, custom dimensions or customer-supplied designs.

Because these products may not be suitable for resale, a change of mind, an incorrect detail supplied by the customer, or a preference change after production begins may limit the options available for cancellation or return, subject to applicable law.

Please review spelling, names, dimensions, colours, reference files and other customisation details carefully before submitting your order. Where a proof or design approval is provided, check it before approving production.

Personalisation does not automatically exclude a remedy when a product is defective, damaged, incorrect due to our error, or otherwise covered by applicable consumer rights.

5. Change-of-Mind Returns

For standard, non-personalised products, change-of-mind returns may be considered on a case-by-case basis, depending on the product, its condition and the circumstances of the request.

Unless we confirm otherwise, items requested for a discretionary return should be unused, undamaged and returned with their original packaging and included accessories. We will advise you whether the item is eligible and provide any applicable return instructions before it is sent back.

This section does not override any cancellation, return or refund right that applies under mandatory law.

6. Order Cancellations

If you wish to cancel an order, contact us as quickly as possible at hello@wishfactoree.store and provide your order number.

• Before production or processing: We will try to stop the order where feasible.
• After custom production begins: Cancellation may no longer be possible for a discretionary change of mind, subject to applicable law.
• After dispatch: The order may not be stoppable. Contact us for guidance on the available options.

If we cancel an order or cannot fulfil it, we will communicate the available resolution, including a refund where applicable.

7. Refund Eligibility

Refunds may be available where an order is cancelled successfully, cannot be fulfilled, qualifies for a refund under this policy, or requires a refund under applicable law.

If only part of an order is affected, the resolution may apply to the affected item or portion of the order, as appropriate to the circumstances and applicable law.

Original shipping charges, return shipping charges, discounts and other amounts will be handled in accordance with the reason for the refund, the checkout terms and applicable law. Any deduction will be explained where required.

8. Refund Processing Time

Once a refund is approved, we will initiate it through the original payment method where possible, or arrange another lawful method where appropriate.

The time for the money to appear in your account may depend on the payment provider, bank or payment method. We will communicate any available refund confirmation or reference information.

If you have not received an approved refund within the timeframe communicated to you, please contact us with your order number.

9. Return Shipping and Packaging

If a return is approved, we will provide the applicable return instructions and explain responsibility for return shipping.

Where the return is required because of an error, damage or defect attributable to us, we will assess and arrange an appropriate return or collection solution in accordance with applicable law.

For other approved returns, the customer may be responsible for return shipping costs if this is communicated in advance and is permitted by law.

Please package authorised returns securely to reduce the risk of additional damage in transit. Do not send cash or collect-on-delivery parcels unless we have expressly agreed to that arrangement.

10. Items That May Not Qualify for a Change-of-Mind Return

Subject to applicable law and any rights relating to defective or incorrectly supplied goods, the following may not qualify for a discretionary change-of-mind return:

• Products personalised to your specifications.
• Custom-designed or made-to-order products that cannot reasonably be resold.
• Items damaged through misuse, accidents, improper installation or failure to follow care instructions after delivery.
• Items altered or modified after delivery without our agreement.

These exclusions do not automatically apply where the item is defective, incorrectly supplied or covered by a mandatory legal remedy.

11. Product Variations and 3D Printing

Many Wish Factoree products are 3D printed. Minor variations in surface finish, layer lines, colour appearance, texture or dimensions within the stated product specifications may occur due to the manufacturing process and material characteristics.

Such ordinary variations are not necessarily defects. However, a significant deviation from the stated specifications, a material functional problem or damage may be reviewed under this policy.

Please follow any product-specific instructions concerning handling, heat exposure, installation, cleaning and intended use.

12. Exchanges and Replacements

Exchanges or replacements depend on product availability, the reason for the request and the nature of the item. A replacement for a personalised product may require a new production cycle.

If a replacement cannot reasonably be supplied, we will consider an appropriate alternative or refund in accordance with applicable law.

13. Orders Marked as Delivered

If tracking shows that your order was delivered but you have not received it, contact us promptly. We may check the available delivery records and coordinate with the delivery provider.

Please also check with household members, reception staff or others who may have accepted the parcel, where relevant. These checks do not remove any rights you may have if the order remains undelivered.

14. Fraud Prevention and Verification

We may review order information and request reasonable evidence to assess a return, replacement or refund request and prevent fraud or misuse. Personal information used for this purpose will be handled in accordance with our Privacy Policy and applicable law.

15. Contact and Support

16. Policy Updates

We may update this policy to reflect changes in our products, operations, payment or delivery arrangements, or legal requirements. The latest version will be published on this page with a revised “Last updated” date.

This policy is a general template and should be reviewed against your actual WooCommerce settings, payment arrangements, manufacturing workflow and applicable Indian consumer protection requirements before publication.