Refund policy

Refund, Return, and Cancellation Policy

At FirstLipi, we take pride in crafting premium, heritage-quality personalized stationery for your children. Because every product is uniquely laser-engraved with a specific name, our return and refund policies differ from standard e-commerce platforms.

Please read our policy carefully before placing an order. By placing an order on our website, you agree to the terms below.

1. Cancellation Policy

  • Timeframe: You can cancel your order within 12 hours of placing it, or before the order enters the production phase (whichever is earlier).

  • Process: To cancel, please email us immediately at support@firstlipi.in or WhatsApp us at [Your Phone Number] with your Order ID.

  • Refund on Cancellation: If cancelled within the valid timeframe, 100% of your prepaid amount (including the Partial COD advance) will be refunded to your original payment method within 5-7 business days.

  • Post-Production: Once the laser-engraving process has begun (usually after 12 hours), the order cannot be cancelled under any circumstances, as the product is permanently customized.

2. Return Policy (For Personalized Items)

  • General Returns: Under Indian consumer laws for customized goods, we do not accept returns or offer refunds for items simply because of a change of mind, as personalized items cannot be restocked or resold.

  • The "FirstLipi Quality Guarantee" (Exceptions): We will gladly offer a free replacement or a full refund if:

    • The product arrives physically damaged during transit.

    • There is a spelling error made by our team (different from the exact spelling provided by you during checkout).

    • You receive an incorrect item.

3. How to Claim a Replacement or Refund (For Damaged/Incorrect Items)

  • You must notify us within 48 hours of receiving the delivery.

  • Mandatory Requirement: Please share a clear unboxing video and photos of the damaged/incorrect product along with your Order ID to support@firstlipi.in.

  • Our quality assurance team will inspect the evidence. Once approved, we will immediately initiate the crafting of a replacement at no extra cost, or process a refund based on your preference.

4. Refund Processing Time

  • Approved refunds will be processed within 48 hours by our accounting team.

  • The amount will reflect in your original payment method (Bank Account, UPI, Credit/Debit Card) within 5-7 business days, depending on your bank's processing time.

5. Failed Deliveries & RTO (Return to Origin)

  • Partial COD Orders: If you have opted for Partial COD (e.g., paying ₹99 upfront) and refuse to accept the parcel at the time of delivery, the upfront advance amount is non-refundable. This amount covers the dual-way shipping and customized production costs incurred by us.

  • Incorrect Address: If a delivery fails due to an incorrect/incomplete address provided by the customer, or if the customer is unreachable after 3 delivery attempts, the product will be returned to our warehouse. We will charge a nominal re-shipping fee to dispatch the customized product again.

6. Contact Us For any queries related to refunds or cancellations, please reach out to our dedicated support team:

  • Email: support@firstlipi.in

  • Phone/WhatsApp: 6263355714

  • Operating Hours: Monday to Saturday, 10:00 AM to 6:00 PM (IST)