Refund & cancellation policy

Contact Send2Print support with your order number, the affected item or items, what went wrong and the resolution you are seeking. If the issue is a payment, include the transaction reference, amount and date.

Report delivery damage, shortages or printing problems as soon as reasonably possible. This helps us check production and shipment records. We do not make an unboxing video the sole condition for considering a genuine claim.

• For a print issue: photographs of the affected pages or products and the relevant approved specification or file.
• For delivery damage or a shortage: photographs of the parcel, delivery label and contents, where available.
• For a payment issue: the order or top-up reference and a redacted payment confirmation. Never send card security codes or OTPs.

Ask to cancel or change your order immediately if you have made a mistake. We will check whether printing, finishing or dispatch preparation has started and confirm the options available for that order.

Where the order can be stopped before work begins, we will confirm the cancellation and the refundable amount. Once production has started, it may not be possible to cancel customised work or change the approved file. Any proposed charge or deduction must have a valid basis, be explained to you and comply with applicable law.

Sending a request does not automatically stop an order. Wait for our confirmation rather than placing a replacement order on the assumption that the first one has been cancelled.

Books, documents and personalised products may be made specifically from the files and options you approve. Once production begins, a change of mind, a different design preference, or an error already present in an approved file may not qualify for a free return or reprint.

This distinction does not apply where Send2Print introduced the error, supplied an incorrect item, failed to meet the agreed specification, or where another remedy is required by law. A claim is reviewed on its circumstances rather than rejected simply because the product was printed on demand.

Tell us if your order arrives damaged, has a printing or binding defect, contains the wrong product or is missing items. Explain how the product differs from the confirmed order and provide reasonable supporting evidence where available.

We will review the affected items and the order records. Depending on the issue and your applicable rights, the resolution may be a corrected reprint, replacement, supply of missing items, or a partial or full refund. A product being on sale or customised does not by itself exclude a valid fault claim.

Minor screen-to-print colour differences or normal production variation are assessed against the agreed specification. They are not a reason to dismiss a material difference or defective work.

Contact us if an order has not arrived within the agreed schedule, tracking has stopped unexpectedly, or a parcel is marked delivered but was not received. We will check the order and shipment information and may need details from the recipient or delivery provider.

The appropriate resolution depends on the facts, including whether the parcel can still be delivered and whether replacement or refund is required. A courier investigation does not remove applicable consumer remedies. For address-related returns and redelivery, also see the Shipping & delivery policy.

Do not return an item to a printing facility, courier office or the address on a parcel without instructions from support. We will confirm whether a return is needed, the destination and how it should be sent. Keep the product and packaging while the request is reviewed where practical.

For an accepted claim caused by our error or a defective or incorrect product, the resolution will account for necessary return shipping and applicable consumer rights. For other approved returns, any return or redelivery cost will be explained before you proceed. Opening packaging to discover a fault does not automatically invalidate the claim.

When a refund is approved, we will confirm the amount and the affected order or transaction. The calculation considers the items concerned, any relevant service already supplied and shipping charges that must be refunded. We will explain any adjustment rather than apply an undisclosed blanket fee.

A refund for a payment made through the payment gateway is normally returned through the original payment method. An approved refund of an order paid from an account wallet is normally recorded as a credit to that wallet. If a different remedy is required by law, that requirement takes precedence.

Refund approval, initiation and the credit appearing in your bank account are separate stages. Processing time depends on the payment route and provider. Ask support for the initiation status, reference and expected timeframe for your particular refund. If that timeframe has passed, contact us so the payment can be traced.

If you were debited twice or paid for an order that was not confirmed, contact us with the payment references before paying again. We will reconcile the payment status and the order or wallet record to identify any reversal or refund due.

An Author or Business wallet top-up is separate from an individual order payment. Cancelling an order does not automatically cancel its earlier top-up. For a duplicate or mistaken recharge, a disputed wallet entry, or a request involving unused balance, contact support for a review of the original payment and any amounts already used.

This policy does not promise automatic withdrawal of wallet balances or conversion of promotional credits into cash. It also does not exclude a refund or reversal that you are entitled to receive.

If you bought a book from an independently operated Author or publisher storefront, begin with the seller and support details shown on that storefront or order confirmation. Its refund policy applies to that retail purchase, subject to your rights.

Send2Print may provide the printing and fulfilment for that seller. Authors and businesses ordering fulfilment from Send2Print should raise the issue against the relevant Send2Print order number so it can be investigated.

If you disagree with a decision or a promised refund has not arrived, reply to the support conversation with the order number and request a further review. Keep the original order, payment and support references together.

Nothing in this policy excludes remedies required by applicable Indian consumer law for defective, deficient, misdescribed or undelivered goods or services. It does not require you to accept store credit instead of a monetary refund where you are entitled to that refund, or prevent you from approaching an authority with jurisdiction.