Refund policy
Last updated: 28 August 2026
The short version
Nearly everything we make is personalised — engraved, embroidered or monogrammed with your name, initials or words. A piece made for you cannot be made for anyone else, so we don't accept returns, exchanges or cancellations.
What we do, without argument, is remake or refund anything that reaches you damaged, faulty or wrong — and you won't have to post a thing back.
We photograph every piece before it's packed, so we know what condition it left us in. All we ask of you is a video as you open the parcel — for anything that arrives broken, that's what lets us settle it at once.
1. Returns and exchanges
We can't take an item back for a change of mind, a size that doesn't suit, a colour that reads differently in the hand, or a gift you no longer need. This applies to everything we sell — the personalised pieces and the few that aren't.
It's a stricter line than most shops draw. It's the honest one for a studio where nearly every piece is cut, embroidered or engraved to order by hand.
2. Cancelling an order
Personalised orders can't be cancelled once they're placed. Your name goes into the queue and the work begins — the materials are cut and the piece is made for you alone.
So please take a moment before you pay: check your spelling, your dates and your wording exactly as you've typed them. We make each piece precisely as it appears on your order.
If you spot a mistake in what you entered, message us straight away on +91 93522 67503 with your order number. If we haven't begun that piece, we'll correct it gladly. Once it's underway, we can't.
Items with no personalisation can be cancelled any time before dispatch.
3. Damaged, faulty or wrong
If your order arrives broken, defective or not what you ordered, we'll put it right — and you won't need to post anything back to us.
Every order is photographed before it's packed. Each piece is checked and shot in our studio on the day it goes out, and we keep that image on file against your order number — so we know exactly what condition it left Jaipur in.
We ask you to film the parcel being opened for the same reason. Between our photograph and your video, there's no argument to have: whatever happened, happened in transit, and we settle it without you having to prove anything further.
Start recording before you break the tape, keep the shipping label in frame, and film in one unbroken take until the piece is out of its wrapping. It takes half a minute and it is the single thing that settles a breakage claim on the spot — both for us and with the courier.
For anything broken, cracked or shattered, we need that unboxing video to process a claim. It is how we tell damage in transit from damage after opening, and couriers will not accept a claim without it. For a piece that is faulty or simply not what you ordered, clear photos are enough.
Tell us within 48 hours of delivery. Email info@thewritehouse.co.in or WhatsApp +91 93522 67503 with:
- your order number
- the unboxing video, for anything broken
- clear photos showing the problem
- a photo of the outer packaging and shipping label
We ask for 48 hours because courier claims close quickly. If you genuinely couldn't open the parcel in time, tell us why and we'll be reasonable about it.
What happens next: we reply within 2 working days. Where the fault is ours or the courier's, the choice is yours — a free remake or a full refund, shipping included. Keep the piece; there's nothing to return.
What this doesn't cover:
- spelling, dates or wording that match what you entered on your order
- variation in colour, grain, weave or embroidery texture — everything is made by hand in Jaipur, and small differences between pieces are the nature of handwork, not a fault
- colour that differs between your screen and the fabric or glass in front of you
- damage after delivery through wear, washing or mishandling
- breakages reported without an unboxing video, where we have no way to tell transit damage from damage after opening
4. How refunds are paid
Refunds go back the way you paid, processed within 2 working days of being approved. Your bank or UPI provider then takes 5 to 7 working days to credit it — that part is out of our hands. Card refunds can take a full billing cycle to appear on your statement.
Corporate and bulk invoices paid by bank transfer are refunded to the same account.
Refunds are always paid to the person who placed the order, never to the gift recipient. Where the fault is ours, we refund everything you paid, shipping included.
5. Delivery times and couriers
We make your piece in our own studio, but we don't fly it to you ourselves. Once it's packed, it travels with a courier partner, and from that point the journey is in their hands rather than ours.
They're good, and the vast majority of parcels arrive when they should. Now and then one doesn't — weather, a festive-season backlog, a stretched route, a delivery attempt that misses you at home. The timelines we give you are honest estimates based on what usually happens, not promises we're able to guarantee, so we're not able to take responsibility for a courier delay or for a parcel arriving after the date you'd hoped for. A late delivery isn't grounds for a cancellation or refund.
What we can promise is that we won't leave you to chase it alone. Message us and we'll take it up with the courier ourselves, and keep you posted until it's in your hands.
6. Corporate and bulk orders
Bulk, corporate and wedding orders run on the quotation or purchase order signed with us, which carries its own cancellation and payment terms. Where those differ from this policy, the signed terms apply.
7. Questions and complaints
We'd rather sort things out directly. Write to us and we'll reply.
The Write House
Jaipur, Rajasthan, India
Email: info@thewritehouse.co.in
Phone: +91 93522 67503 or +91 92164 38790
WhatsApp: +91 93522 67503
Hours: Monday to Saturday, 11am – 6.30pm IST
Grievance Officer (as required under the Consumer Protection (E-Commerce) Rules, 2020)
Name: Mansi Agarwal
Designation: Founder
Email: info@thewritehouse.co.in
Phone: +91 93522 67503 or +91 92164 38790
We acknowledge every complaint within 48 hours and resolve it within one month of receiving it.
Nothing in this policy limits your rights under the Consumer Protection Act, 2019.