Refund policy

Last updated: 26 September 2026

Every Eraya Style piece is made to order with your name, photo or message. This policy explains, in plain words, what happens if something goes wrong and how to reach us.

1. Quick summary

  • Wrong, damaged or defective item: you choose a free replacement or a full refund to your original payment method.
  • Prepaid order not delivered: you choose a free replacement or a full refund to your original payment method.
  • Report the problem within 7 days of delivery, with an unboxing video.
  • Orders cannot be cancelled once placed, because production starts right away.
  • No returns for change of mind, size or personal preference.

2. Cancellations

Because every item is personalised and made for you, an order cannot be cancelled or changed once it has been placed. Please check the name, text, photo, size and address carefully before you pay.

If we are unable to make or ship your order for any reason, we will cancel it ourselves and refund the full amount to your original payment method. No cancellation charge applies in that case.

3. When you get a replacement or a refund

You are eligible if:

  • You received the wrong item.
  • The item arrived damaged or broken.
  • The item has a manufacturing defect.
  • The personalisation does not match what you submitted (for example, we printed the wrong name or photo).
  • Your prepaid order was lost in transit or not delivered because of us or our courier partner.

In each of these cases, you choose between a free replacement and a full refund to your original payment method (UPI, card, net banking or wallet you paid with).

4. When returns are not accepted

  • Change of mind, or you no longer want the item.
  • Size or fit, when the size matches what is listed on the product page.
  • Spelling mistakes, text or photos that were entered or uploaded by you. We print exactly what you submit.
  • A low quality or blurry photo that you uploaded.
  • Small differences in colour or shade caused by screen settings or photo lighting.
  • Damage caused after delivery, such as wear and tear, water, heat, chemicals, dropping or misuse.
  • Problems reported more than 7 days after delivery.

5. How to report a problem

  1. Record an unboxing video when you open the parcel. It should show the sealed package, the shipping label and the item from start to end, without cuts.
  2. Contact us within 7 days of delivery by phone, email or WhatsApp (details below) with your order number, the video and clear photos of the issue.
  3. We will reply within 48 hours and tell you if your request is approved.

The unboxing video helps us approve your claim quickly and protects both of us against transit damage and tampering. If you believe your claim is genuine but you do not have a video, contact us anyway and we will review it fairly.

6. Returning the item

For most personalised items we do not need the item back. If we do ask for it, we will arrange a free pickup. If pickup is not available at your pincode, we will ask you to courier it to us and we will reimburse your reasonable courier cost.

7. Refund timelines

  • Approved refunds are processed within 7 working days of approval, to your original payment method.
  • Your bank or payment app may take a further 5 to 7 working days to show the amount.
  • For Cash on Delivery orders, we refund to your bank account or UPI ID. We will ask you for these details.

8. Orders that come back to us

If a prepaid order is returned to us because of a wrong or incomplete address, or because you were unavailable or refused the parcel after delivery attempts, we will refund the amount you paid minus the actual forward and return shipping charges, to your original payment method. You can also ask us to reship it after paying the shipping charge again.

For Cash on Delivery orders, please pay only the exact amount shown on the shipping label or your order confirmation.

9. Premium range

Products in our Premium range carry a free replacement for manufacturing defects for 6 months from delivery.

10. Contact and grievances

Customer support: +91 7943447416 · hello@erayastyle.com

Grievance Officer: Tanuj Singh, Customer Support, Eraya Ecommerce, Ghitorni, New Delhi 110030. Phone +91 7943447416, email hello@erayastyle.com.

We acknowledge every complaint within 48 hours and resolve it within one month of receiving it, as required by the Consumer Protection (E-Commerce) Rules, 2020.

This policy does not limit any right you have under the Consumer Protection Act, 2019.