Refund & replacement policy

Our promise

Every keepsake at Thousim Studio is handcrafted individually, inspected before dispatch, and shipped with care. We want you to love what you receive. If something goes wrong on our end, we will fix it — no questions asked.

Why personalised products are different

All our artworks are made to order and personalised with your baby's name, date of birth, special message, and your unique print impression. Once production begins, the artwork exists only for you — it cannot be sold to anyone else, resold, or reused.

For this reason, personalised goods are treated differently under the Consumer Protection Act, 2019 (India) — standard return rights do not apply once a custom product has been made to a customer's specifications. We fully comply with this, and we believe it is fair.

When we will replace or refund ✓

We will arrange a free replacement or full refund if:

• Your artwork arrives physically damaged or broken
• The frame is cracked or scratched due to transit
• The artwork does not match the digital proof you approved
• We made a spelling error, wrong date, or wrong detail that was not present in the proof you approved
• Your order does not arrive within 20 business days of dispatch

Contact us within 7 days of delivery with clear photos of the issue. We'll respond within 24 hours and arrange a replacement or refund immediately.

When we cannot offer a refund ✗

We are not able to offer refunds or replacements in the following situations — we ask that you read these carefully before ordering:

• Change of mind — once your order is placed and production has started, we cannot accept cancellations or refund for change of mind. Your keepsake has been made for you.
• Incorrect details you provided — if you entered the wrong name, wrong date, wrong spelling, or wrong message at checkout, we cannot offer a free replacement. We make exactly what you submitted.
• Print capture issues — capturing a good print takes care and practice. If your print impression is smudged, faint, or unclear due to the capture process, this is outside our control. We offer a digital preview before production and will highlight any concerns.
• You approved the proof but later changed your mind — once you approve the digital proof by WhatsApp or email, production begins. Changes after this point will be treated as a new order.
• Minor colour variation — gold foil artwork has natural variation depending on light and screen calibration. Slight tonal differences between your screen preview and the physical piece are normal and not grounds for a refund.
• Gifting situations where the recipient doesn't like it — personalised artwork is subjective. We cannot offer refunds because a third-party recipient has different taste preferences.
• Delay in sending your print to us — if your kit sits unused for weeks and the inkless wipe dries out, we cannot replace the consumable for free.

The digital proof — your most important step

Before we produce anything, we send you a digital preview of your artwork via WhatsApp or email. This is your moment to check everything — spelling, dates, layout, font, and print placement.

You have 1 revision included at no charge. Please review the proof carefully, as production begins the moment you approve it. Once approved, we cannot make changes without a remake fee. This process protects you as much as it protects us.

Print kit — what if my capture attempt fails?

Each kit includes 1 magic inkless wipe and 1 special paper (5×7 inch) for baby or child prints — giving you 2 attempts (front and back of the paper). For pet prints, the pad is reusable.

If you need more attempts, you can order an additional print kit (₹299) from our shop. We cannot offer free replacement kits as the capture process is in your hands. Instructions are included in every kit and available in our How it works guide.

Cancellation policy

You may cancel your order within 2 hours of placing it, provided production has not started. After that window — or after we have dispatched your kit — we cannot cancel the order or process a refund.

To cancel within the 2-hour window, WhatsApp us immediately at +91 82484 03034.

How to raise a complaint

If you believe your issue qualifies for a replacement or refund under the above policy, contact us with:

• Your order number
• Clear, well-lit photos of the damage or issue
• A brief description of what went wrong

📧 thousimstudioindia@gmail.com
💬 WhatsApp: +91 82484 03034

We respond within 24 hours and aim to resolve every genuine issue within 3 business days.