Heart Handle Colour Mug

1. Introduction

1.1 This Exchange & Return Policy (“Policy”) governs the process of returning or exchanging products purchased through Adiz Gifts.
1.2 By placing an order with Adiz Gifts, you (“Customer”) agree to abide by the terms and conditions outlined herein.
1.3 This Policy is subject to change without prior notice. Updated versions will be posted on our website.

2. Eligibility for Return and Exchange

2.1 Returns and Exchanges are strictly limited to defective, damaged, or incorrectly delivered products.
2.2 A product shall be considered defective or damaged only if:

• It arrives physically broken or torn.

• It contains manufacturing defects.

• It differs materially from the product description provided on our website.
  2.3 Products shall not be eligible for return or exchange under the following circumstances:

• Incorrect size, color, or product selected by the Customer.

• Customer’s change of mind or personal dislike.

• Products damaged due to improper use, negligence, or mishandling by the Customer.

• replacement or exchange will be delivered with in 5 to 10 business days

3. Mandatory Parcel Opening Video Requirement

3.1 In order to claim a return or exchange, the Customer must provide a clear, uncut parcel opening video recorded at the time of first opening the package.
3.2 The video must display:

• The condition of the outer packaging before opening.

• The entire unboxing process without pauses, edits, or cuts.

• The defective or damaged portion of the product, if any.
  3.3 Return or exchange requests without a valid opening video will be automatically rejected.

4. Process of Return and Exchange

4.1 The Customer must notify Adiz Gifts within 24 hours of delivery regarding any defective or damaged product.
4.2 The request must include:

• Order ID and Customer details.

• A copy of the invoice.

• The mandatory parcel opening video.
  4.3 Upon verification, Adiz Gifts will approve or reject the request at its sole discretion.
  4.4 If approved, the Customer will be guided through the return/exchange procedure.

5. Shipping and Reverse Logistics

5.1 If the product is deemed defective or damaged, Adiz Gifts shall bear the cost of reverse shipping.
5.2 The Customer must ensure the product is securely packed to avoid damage during transit.
5.3 If reverse pickup is unavailable at the Customer’s location, the Customer may be required to self-ship the product. Courier charges will be reimbursed upon submission of valid proof, subject to Adiz Gifts’ approval.

6. Refunds, Replacements, and Credits

6.1 Upon receipt and inspection of the returned product, Adiz Gifts may:

• Provide a replacement of the same product.

• Provide store credit for future purchases.

• Issue a refund, if deemed applicable.
  6.2 Refunds, where applicable, shall be credited within 7–14 business days through the original payment method.
  6.3 Refund timelines may vary depending on the payment gateway, bank, or financial institution.

7. Exclusions (Non-Returnable Products)

7.1 The following products are strictly non-returnable and non-exchangeable:

• Personalized or customized products (including printed mugs, photo cushions, engraved items, etc.).

• Perishable goods (cakes, flowers, chocolates, edible hampers).

• Hygiene-related products (used mugs, soft toys, bedding, etc.).

• Seasonal and festive products (Rakhi gifts, Diwali hampers, Christmas specials, etc.).

8. Customer Obligations

8.1 The Customer is responsible for providing accurate delivery information during purchase.
8.2 The Customer must ensure safe handling and preservation of the product until the return/exchange process is completed.
8.3 Misuse of the return/exchange facility or fraudulent claims will result in blacklisting of the Customer’s account.

9. Company Obligations

9.1 Adiz Gifts shall ensure that all products are dispatched after thorough quality checks.
9.2 The Company will handle return and exchange requests in a fair, transparent, and timely manner.
9.3 The Company shall not be held liable for delays or damages caused by third-party logistics partners.

10. Dispute Resolution

10.1 Any disputes arising under this Policy shall be subject to the exclusive jurisdiction of the courts located in [Insert City, India].
10.2 All claims must be raised in writing to the Company’s registered address or via official customer support email.

11. Contact Information

For queries or assistance regarding returns and exchanges, Customers may contact:
Email: support@adizgifts.com
Helpline/WhatsApp: +91-7666239441 / 7420059441
Working Hours: 10 AM – 7 PM (Mon–Sat)

ADITYA BHIMRAO DEVKAR