Returns and refund
Reasons for returns:
Courier Returns:
Courier Returns occur when the order is undelivered and marked as ‘Returning to Origin’ (RTO). Please find below the potential
reasons for the order being marked as RTO
Reasons for undelivered shipment
Customer not contactable
Incomplete address
COD amount not ready
Future delivery requested by the customer
Self-pickup requested by the customer
Customer refused delivery
Door/premises/office closed
Pincode not serviceable
In this case, the default return address is Printrove Products Private Limited, No. 89, Grand Northern Trunk Road, Building No.
6, 2nd Floor, Madhavaram, Chennai 600 110. When we receive the returned shipment, it will be updated in your merchant
account and an update will be sent to you by email registered with us. Using a custom return address is not possible currently
since not all the courier companies allow it.
Action Required on courier returned orders
When the order is returned, Printrove would store the returns for a period of 30 days from the date of the order being marked
as RTO, without any warehousing fee.
You can choose to Reship the order to yourself or any other address within this period of 30 days, after which we would donate
the order to charity. Kindly note that you will not be allowed to take any action on the returned orders after this period.
Please also note that if the pin code becomes unserviceable after the order is placed, Printrove shall not be responsible for the
RTO and as a result, no refunds will be processed from our end.
To understand how you can re-ship your order, you may refer to this article.
Incorrect Address – If the address provided by you for delivery is found to be incorrect by the courier personnel, and if an
address correction is requested, you will be charged Rs. 65 + GST for correcting the address after the shipment has started
travelling.
Customer Returns:
Product Quality issues:
In the case of issues related to misprinting or damaged or defective items sent to the customer, it must be communicated to
Printrove within 10 days upon the delivery of the product. For items lost in shipment, claims, if any, must be communicated not
later than 10 days after the estimated delivery date.
Broken products received:
In the case of fragile products like Mugs and Framed posters, all issues have to be raised within 10 days from the date of delivery
of the product. In order to raise a replacement request, send us pictures of the broken product along with the original packaging
in which the product was received by the customer, showing the shipping label and the customer details on it clearly for
verification.
Rejection by Customer:
Since the product is customized to customer requirement, any such return or rejection must be channelled through you. We do
not refund for any modification in order for size or colour and hence such modifications are to be offered at your expense and
discretion. A new order, at your expense, needs to be placed for an updated modification if you choose to accept or offer
exchanges to your end customers.
Action on Returned Orders:
Orders that are returned due to incorrect addresses or rejected by customers are marked as ‘Returned to origin’ (RTO) under
the Manage Returns page in the merchant panel once it is received by Printrove. Printrove would store the returns for a period
of 30 days from the date of the order being marked as RTO and the merchant can choose to Reship the order to himself or any
other address within this period of 30 days, after which we would donate the order to charity. The merchant will not be allowed
to take any action on the returned orders after this period.
Cancellations:
Cancellations by the customer – In case we receive a cancellation notice and the order has not been processed by us, we
shall cancel the order immediately and refund the entire amount back as credits into your Printrove Account. If we have already
printed and shipped the product, we will not be able to approve the cancellation request. In such cases, the product follows the
normal lifecycle process.
Cancellation by Printrove – Under certain circumstances it might not be possible for us to accept an order and we may be
compelled to cancel the same. We reserve the right to refuse or cancel any order for any reason at our sole discretion. Some
situations that may result in your order being cancelled include limitations on quantities available for purchase, inaccuracies or
errors in product or pricing information, or problems identified by our credit and fraud avoidance department. We may also ask
for additional verification or information before accepting any order. We will contact you if all or any portion of your order is
cancelled or if additional information is required to accept your order. If your order is cancelled after you are charged, the said
amount will be reversed back in your merchant account in the next ledger closing cycle, which is run every 15 days.
Manner of Refund:
If the order is cancelled and refund is approved, for any reason the refund is awarded in the form of ‘Credits’.
Such credit can be utilised for future orders from Printrove
Transfer of Credit – The credit awarded can be passed and utilised by another customer only once, with prior intimation to
Printrove.
The customer agrees not to dispute the decision made by Printrove and accept Printrove’s decision regarding the cancellation.
