Refund policy

At 11Gifts, every product is custom-made to order — crafted specifically for you with your name, design, and specifications. Because of this, we do not accept returns or cancellations once production has begun.

However, we fully stand behind the quality of every piece we make. If something goes wrong on our end, we make it right — no questions asked.

Cancellation Window

You may cancel your order within 2 hours of placing it by contacting us on WhatsApp at +91 81188 44897. After 2 hours, production may have already begun and cancellation is not possible. Full payment is refunded for cancellations made within this window.

Design Preview & Approval

Before production begins, we send you a design preview on WhatsApp for your approval. Once you approve the design, production begins immediately and no further changes can be made. Please review your preview carefully — check all names, spellings, and details before sending your approval.

By approving the design preview on WhatsApp, you confirm that all personalisation details are correct. 11Gifts is not liable for errors in customer-approved designs.

What We Replace — Free of Charge

If your order arrives damaged or with a manufacturing defect caused on our end, we will replace it at no cost to you. This includes:

Physical damage during transit — broken acrylic, cracked layers, bent pieces
Manufacturing defects — uneven finish, poor laser cut, loose embossing
Wrong customisation due to our error — wrong name or spelling printed from our side despite correct details being provided

How to Raise a Replacement Request

Report within 48 hours of delivery
WhatsApp us at +91 81188 44897
Share clear photos or an unboxing video showing the damage or defect
We review and respond within 2 business days
Approved replacements are dispatched within 5–7 business days from our Jaipur workshop

Important: Replacement requests raised after 48 hours of delivery cannot be accepted. We strongly recommend recording an unboxing video for every order as proof of condition at delivery.

Lost in Transit

If your order is confirmed lost in transit by our courier partner, we will dispatch a replacement at no cost to you. Lost in transit claims must be raised within 10 days of the expected delivery date. We will initiate an investigation with our courier partner and keep you updated on WhatsApp throughout the process.

What Is Not Covered

Customer-provided errors — wrong name, incorrect spelling, or wrong details submitted at the time of order and approved in the design preview
Size mismatch — dimensions are clearly listed on every product page; please measure your wall or space before ordering
Minor colour variation — slight differences due to screen display settings are normal and not considered defects
Post-delivery damage — scratches, improper mounting, chemical exposure, water damage, or mishandling after delivery
Change of mind — we do not accept returns or replacements for change of mind once production has begun
Courier delays — we are not liable for shipping delays caused by the courier partner, weather, or circumstances beyond our control

Refunds

We accept online payments only — no Cash on Delivery (COD). Refunds are issued only in the following situations:

Order cancelled within the 2 hour cancellation window
Replacement is not possible — for example if the original design has been discontinued or materials are unavailable
Order confirmed lost in transit and replacement is not possible

Approved refunds are credited to your original payment method within 5–7 business days of approval. We do not offer refunds for change of mind, customer errors on personalisation details, or courier delays.

Dispute Resolution

We are a small team that takes every order personally. If you are unhappy with our resolution, please reach out to us directly on WhatsApp — we will do everything we can to resolve your concern fairly and promptly. All disputes are subject to the jurisdiction of courts in Jaipur, Rajasthan, India.