Cancellation & Refund Policy

Operator: Tech Udyam Solutions Private Limited (Printster). Effective Date: 01 Jan 2025.

Important: All products on Printster.in are made-to-order and personalised on the basis of the file and print settings supplied by You. Cancellations and refunds are therefore limited as set out below.

  1. Cancellation by the Customer
    • Cancellation request before production has commenced: a cancellation fee equal to 10% of the Order value shall be deducted, and the balance refunded to the original payment instrument within 10 (ten) Working Days.
    • Cancellation request after production has commenced: the Order is not cancellable and no refund shall be payable.
    • All cancellation requests must be sent in writing to print@printster.in (with copy to gaurav@printster.in) within 2 hours of placing the Order to maximise the chance that production has not yet commenced.
    • How to send the request: log in to Your account → View Profile → Orders → Cancel Request, or e-mail print@printster.in quoting Your Order number.
    • Pcash refund: If You wish to keep the refund as Printster Wallet credit ("Pcash") instead of a refund to the original payment instrument, indicate this in the cancellation request. Pcash credits are non-transferable and may be used to pay for future Orders. To convert a Pcash credit into an instrument-level refund, write to gaurav@printster.in.

  2. Cancellation by Printster
    • Printster may cancel an Order at any time and, in such case, refund the amount paid in full, including (without limitation) where:
    • payment has not been successfully received;
    • the Customer Content is unprintable, corrupted or in breach of the prohibited-content clause of the Terms and Conditions;
    • the Order cannot be fulfilled for any operational, technical or compliance reason;
    • the credit and fraud-avoidance team has flagged the Order.

  3. Failed Transactions and Duplicate Charges
    • Failed transaction (account debited but no Order created): the amount will be auto-reversed by the payment gateway, typically within 5 (five) to 7 (seven) Working Days, in line with the Reserve Bank of India's Master Direction on Harmonisation of Turn Around Time.
    • Duplicate charge: Printster will refund the duplicate amount to the original payment instrument within 15 (fifteen) Working Days of confirmation by the payment processor.

  4. Damaged, Defective or Wrong Products — Mandatory Unboxing Video
    • Claim windows depend on the type of issue:
    • (a) Damaged parcel / in-transit damage to the Product (torn pages, broken binding, water / liquid damage, crushed corners, etc.): must be reported in writing to print@printster.in within 48 hours of delivery, supported by the mandatory unboxing video and photographs. Beyond 48 hours, no claim for damage shall be entertained.
    • (b) Missing items, wrong items, shortages or other non-damage defects (wrong paper size, wrong binding type, wrong colour mode, etc.): must be reported in writing to print@printster.in within 7 (seven) calendar days of delivery, supported by photographs, a written description and the mandatory unboxing video where the issue is one a video can evidence (such as missing or wrong items in the parcel).
    • All claims for in-transit damage, missing items, wrong items, or shortage are mandatorily subject to the submission of a clear, continuous and unedited unboxing video of the parcel. Without a valid unboxing video, no such claim shall be entertained, and no refund, reprint or replacement shall be issued.
    • The unboxing video must be a single, continuous recording; begin with the sealed and untampered outer packaging including the courier shipping label and Printster logo; clearly show the breaking of the seal, opening of the package and removal of all contents; clearly show the alleged damage, missing item, wrong item or defect; be of sufficient lighting and resolution to identify the issue; and be submitted with the Order number, photographs and a written description within the applicable window above.
    • Where the seal of the package appears broken, tampered or re-sealed prior to the start of the recording, or the recording is not continuous, Printster reserves the right to reject the claim at its sole discretion.
    • What constitutes a defect: a material deviation from the print settings selected (wrong paper size, wrong binding type, wrong number of copies, wrong colour mode where colour was selected, substantially incorrect collation).
    • Variations not treated as defects (no refund / reprint): minor scratches, dots, lines, smudges or specks on the print; minor folding, denting or curling of corners; minor variation in finished size, trim, margin or alignment within standard commercial tolerances; colour variation between on-screen preview and printed output; any error or quality issue arising from the Customer Content (formatting, fonts, layout, low resolution or content errors).
    • Resolution and liability cap: Where a valid claim is established, Printster's sole liability shall be, at Printster's election, (a) reprint and re-deliver the defective Product or component (e.g., re-binding only), or (b) refund the proportionate value of the defective Product or component to the original payment instrument. Where an Order contains multiple Products and only some are defective, the refund shall be limited to the proportionate value of the defective Product(s) only.
    • Return shipping for defective Products shall be borne by Printster only where the defect is established and the Customer has complied with the inspection and unboxing-video requirements.
    • Outer limit: 48 hours for damage; 7 calendar days for missing / wrong / shortage and production defects. Beyond these windows, Printster may entertain a claim only at its sole discretion and only if raised within 10 calendar days of delivery. Beyond 10 days, no claim of any nature shall be entertained.

  5. Refund Routes and Timelines
    • Cancellation before production: refund of 90% of Order value to original payment instrument within 10 Working Days.
    • Order declined / cancelled by Printster: full refund to original payment instrument within 10 Working Days.
    • Failed transaction (debit, no Order): auto-reversal by gateway within 5–7 Working Days (RBI TAT).
    • Duplicate transaction: refund of duplicate amount to original instrument within 15 Working Days.
    • Approved damage / defect claim: reprint or proportionate refund (Printster's election) within 10 Working Days from approval.
    • Pcash to original instrument refund: on request to gaurav@printster.in, within 10 Working Days.

  6. Items Not Eligible for Refund
    • Minor scratches, dots, lines, smudges or specks on the print.
    • Minor folding, denting or curling of corners.
    • Minor variation in finished size, trim, margin or alignment within standard commercial tolerances.
    • Colour variation between on-screen preview and printed output.
    • Errors, omissions or quality issues arising from the Customer Content (formatting, fonts, layout, low resolution or content errors).
    • Damage claims raised after 48 hours of delivery, and missing-item / wrong-item / shortage / defect claims raised after 7 calendar days of delivery, save for the limited 10-day discretionary window in clause 10 of the Terms and Conditions.

  7. Grievance Escalation
    • If a refund is not credited within the timelines above, write to gaurav@printster.in with Your Order number, the date of refund initiation and a screenshot of the bank / card / wallet statement.
    • Our Grievance Officer will respond within 48 hours and endeavour to resolve the matter within 30 days, in line with Rule 4(5) of the Consumer Protection (E-Commerce) Rules, 2020.
    • Last Updated On: 01 Jan 2025.