Returns and refunds | Mauvi Studios

Return window: 7 days from delivery
Return pickup: ₹150, deducted from the refund
Damaged or wrong item: Free replacement or full refund
Refund time: Within 5 working days of approval

Damaged, defective or wrong items

If your frame arrives damaged or defective, or isn’t what you ordered, tell us within 48 hours of delivery. Email hello@mauvistudios.com or use the contact form with your order number and photos of the frame, the box and the shipping label.

We’ll send a free replacement, or refund you in full (including any cash-on-delivery fee) if you prefer or we can’t replace it. You don’t pay anything to send it back. If we need the damaged frame returned, we arrange the pickup at our cost.

Changed your mind? (unpersonalised frames)

You can return a frame without personalisation within 7 days of delivery, for any reason.

It must be unused and undamaged, in its original packaging, with the hanging kit and any gift box.
Request the return by email or the contact form with your order number. We book a courier to collect it from your address.
The return pickup costs ₹150, which we deduct from your refund.
We check the frame within 2 working days of it reaching us, and then refund the price you paid for it, including the gift box if you bought one.

We don’t exchange frames directly. To swap a circuit or size, return the frame and place a new order.

Personalised frames

A frame with a name, a date or lines of text is made for you alone, so it can’t be returned for a change of mind. Damage, defects and mistakes on our side are always covered as described above. We print the text exactly as you enter it, so please check it before you order.

Cancelling an order

Not paid yet: nothing to do. Unpaid orders are cancelled automatically after 48 hours.
Unpersonalised frames: you can cancel free of charge any time before the order is dispatched.
Personalised frames: you can cancel free of charge within 12 hours of your payment being confirmed. After that we may already have printed it, and it can’t be cancelled.
To cancel, email hello@mauvistudios.com with your order number. Cancelled orders are refunded in full, including the advance on a partial cash-on-delivery order.
If we can’t make or deliver your order, we cancel it and refund you in full.

How refunds are paid

We issue every approved refund within 5 working days.
UPI payments, advances and cash paid to the courier are refunded by UPI or bank transfer to an account you give us. Payments made online are refunded to the original card or account.
Your bank may take a further 5–7 working days to show the money.
The ₹99 cash-on-delivery fee is refunded when the order is cancelled before dispatch, or when the return is because of damage, a defect or our mistake. It isn’t refunded on a change-of-mind return.

Questions

Write to hello@mauvistudios.com or use the contact form. We reply within one working day. See also shipping and our terms of sale.