Refund, Return & Cancellation Policy
At Chennai Mart, most of our products are personalized and made according to the customer's requirements. Therefore, our cancellation, return, replacement, and refund terms depend on the type and stage of the order.
1. Cancellation of Orders
Personalized / Customized Products
Orders for personalized products may be cancelled only before customization or production has started.
Once designing, printing, customization, production, or packing has started, cancellation may not be accepted because the product is made specifically for the customer.
Non-Customized Products
Cancellation requests for non-customized products may be accepted if the order has not yet been processed, packed, or dispatched.
To request a cancellation, contact us as soon as possible with your order ID.
2. Refund Eligibility
A refund may be considered in situations such as:
- Eligible order cancellation before production
- Payment received but order cannot be fulfilled by us
- Duplicate payment
- Approved refund due to an incorrect, defective, or damaged product where replacement is not possible
Customized products are generally not eligible for return or refund simply because the customer has changed their mind, provided the product has been correctly produced according to the approved requirements.
3. Damaged, Defective or Incorrect Products
If your product arrives damaged, defective, or different from what was ordered, please contact us within 48 hours of delivery.
Please provide:
- Order ID
- Clear photographs of the product
- Photographs/videos of the packaging
- Description of the issue
After reviewing the issue, we may provide a replacement, correction, or refund depending on the circumstances.
4. Wrong Information Provided by Customer
Customers are responsible for providing correct photographs, names, dates, text, addresses, measurements, and other customization details.
If a product is produced according to the information provided by the customer, we may not be able to offer a refund or replacement for errors originating from the customer's submitted information.
5. Refund Processing Time
Once a refund is approved, we will initiate the refund through the applicable payment method.
The refund will generally be processed from our side within 5–7 working days after approval.
The time taken for the amount to appear in the customer's bank account or original payment method may additionally depend on the payment gateway, bank, or financial institution.
6. Shipping Charges
Shipping charges already paid may not be refundable where the order has already been processed or dispatched, except where the refund is approved due to an error attributable to us.
7. Failed / Duplicate Payments
If your payment has been debited but the order has not been successfully created, please contact us with the payment reference/transaction details.
After verification, any eligible amount will generally be refunded within 5–7 working days.
8. Refund Method
Where possible, refunds will be made to the original payment method used for the transaction.
9. How to Request a Refund or Cancellation
Please contact us with:
Order ID:
Customer Name:
Registered Mobile Number:
Reason for Cancellation / Refund:
Supporting Photos or Payment Details, where applicable
Contact
Phone: [Your India Contact Number]
Email: [Your Email Address]
10. Important Note
Because many of our products are personalized and produced specifically for individual customers, we strongly recommend reviewing all customization details carefully before confirming your order.