Return & Replacement

Last updated: April 28, 2026

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Replacement-first policy. Our primary remedy for valid issues is a free replacement print, not a cash refund — because we operate on a made-to-order model with materials and machine time already invested in your specific item. Refunds are issued only when replacement isn't possible, or where Indian Consumer Protection Act 2019 mandates them.

This policy explains your remedies if there's a problem with your order. By placing an order, you accept this policy. Where Indian consumer law provides stronger protection (Consumer Protection Act, 2019), those laws prevail.

1. Quick summary

Order type	Window	Default remedy
Custom / URL prints / personalized	48 hrs from delivery	Free reprint (defects only)
Stock catalog items	7 days from delivery	Replacement
Our error (wrong item/color)	7 days from delivery	Replacement OR refund (your choice)
Lost in transit	14 days from dispatch	Reprint+reship OR refund

2. The three tiers

Tier 1 — Custom orders NON-RETURNABLE

Custom prints made from your STL/STEP/OBJ file, your photo reference, URL submissions (MakerWorld, Thingiverse, Printables, etc.), and personalized items (custom names, monograms, logos) are not returnable because we cannot resell them.

Exception: If the print arrives damaged or has a manufacturing defect:

Free reprint and reship at our cost
Notify us within 48 hours of delivery with clear photos
Original item does not need to be returned

Refund is offered only if we cannot reprint (file inaccessible, material discontinued, or the issue stems from a flaw in your source file rather than our manufacturing).

Tier 2 — Stock catalog items REPLACEMENT-FIRST

Stock catalog items (non-customized standard products) may be returned within 7 days of delivery. Default remedy is a free replacement, not a refund.

Item must be unused, undamaged, in original packaging
Contact us within 7 days of delivery
Customer pays return shipping unless the issue is our fault

If we cannot replace (out of stock, discontinued), we issue a refund instead.

Tier 3 — We made an error FULL CHOICE

If we shipped you the wrong item, wrong color, wrong material, or significantly different from what you ordered:

Free replacement (we ship correct item, return shipping at our cost), OR
Full refund (mandatory under CPA 2019)
We pay all shipping costs
You decide within 7 days of delivery

3. Damage on arrival — recommended unboxing

If your order arrives visibly damaged:

Take photos of the package before opening (showing courier seal/damage)
Take photos and video while opening
Contact us within 48 hours via WhatsApp +91 96621 03999 or email hello@abhita.in
Include order ID, photos/video, brief description
We respond within 24 working hours with replacement decision

Strongly recommended: Record a continuous unboxing video showing the intact courier seal and the moment you open the package. This makes damage claims much faster to process and protects both parties from disputes.

4. Cancellation by customer (before delivery)

When you cancel	Outcome
Before final quote sent	100% refund of any advance, no charge
After quote accepted, before printing starts	Refund minus 2% payment gateway charge
After printing started, before completion	50% refund — material/machine time used
After printing complete, before shipping	No refund — item will be shipped
After shipping	See "Returns" tiers above

5. Cancellation by ABHITA

If we cancel, you receive 100% refund. Possible reasons: material unavailable, file unprintable, suspected IP infringement, illegal content, invalid address, force majeure.

6. Lost in transit

If tracking shows "delivered" but you haven't received it, or transit exceeds 14 days from dispatch:

Check with neighbors and security/reception
Contact us within 5 days of the issue
We file a courier claim and investigate
If unresolved within 7 days, we reprint and reship at our cost (or refund if reprint impossible)

7. Refund timeline (when applicable)

Payment method	Refund timeline
Razorpay (card / netbanking / wallet)	5-7 business days to original source
UPI	5-7 business days to original UPI ID
Bank transfer	5-7 business days via NEFT/IMPS

Banks may take an additional 2-7 days to credit your account. Total time: usually 5-14 calendar days.

8. Non-returnable / non-refundable scenarios

Custom/personalized/URL prints (except damage/defect)
Items returned after 7 days from delivery
Items returned damaged or used (when not damaged on delivery)
Items returned without original packaging
Payment gateway processing fees (~2%)
Original shipping (unless issue is our fault)
Gift wrap charges (₹49 — service delivered)
Express timeline upcharges (priority already given)

9. Estimate vs final quote variance

If our final quote exceeds the initial estimate by more than 25%, you may cancel without any charge within 24 hours of receiving the final quote.

10. Disputes & escalation

Email Grievance Officer: legal@abhita.in with subject "Grievance: [Order ID]"
Response within 15 working days
National Consumer Helpline: 1915 or consumerhelpline.gov.in
Razorpay disputes: razorpay.com/support

11. Contact

📧 Email: hello@abhita.in
💬 WhatsApp: +91 96621 03999
📍 Business address: ABHITA 3D Printing — Daman, Dadra and Nagar Haveli and Daman and Diu, India (PIN 396215). Primary service areas include Vapi, Valsad, Silvassa, Surat & pan-India courier.