Refund policy

Return & Refund Policy

Last Updated: September 3, 2026

At Infinity Creation, we create customised and personalised gifting products specially made according to your requirements. Since personalised products are created specifically for each customer, we generally do not accept returns or refunds unless the product is received damaged or incorrect.

Please read the following Return & Refund Policy carefully before placing your order.

1. Returns We Accept

We accept returns only in the following situations:

  • The product received is damaged or defective.

  • The customer has received a wrong item or an item different from what was ordered.

No returns or refunds will be accepted for any other reason, including:

  • Change of mind or personal preference.

  • Product not being liked after delivery.

  • Incorrect personalisation details provided by the customer.

  • Incorrect name, text, photo, colour, design, size, or other customisation details entered by the customer while placing the order.

  • Minor differences in colour or appearance that may occur due to screen/display settings.

2. Mandatory Unboxing Video

For any claim relating to a damaged or wrong product, the customer must record a continuous, clear and unedited unboxing video while opening the package.

The video should clearly show:

  • The package from all sides before opening.

  • The shipping label/order details.

  • The complete opening of the package.

  • The product and the damage/wrong item clearly visible.

An unboxing video is mandatory for processing a damaged or wrong-item claim.

Claims submitted without a valid unboxing video may not be accepted.

3. Time Limit for Return/Refund Requests

Customers must report any damaged or wrong-item issue within 10 days of receiving the order.

Requests received after 10 days may not be considered.

4. How to Raise a Return/Refund Request

To report a damaged or wrong item, please email us at:

infinity.creation02025@gmail.com

Please include the following information in your email:

  • Order ID

  • Customer Name

  • Registered Email Address

  • Contact Number

  • Reason for the return/refund request

  • Clear photos of the product and packaging

  • Unboxing video as proof

Please ensure that the information and proof submitted are clear and complete. Our team will review the request and determine whether the product qualifies for a return or refund.

5. Inspection & Approval

Once we receive your request and supporting proof, our team will review the case.

If the product is confirmed to be damaged or incorrect and the claim meets the requirements of this policy, we may approve a return, replacement, or refund, as applicable.

We reserve the right to reject a claim if:

  • The required proof is not provided.

  • The unboxing video is missing, unclear, edited, or does not adequately show the issue.

  • The issue is caused by incorrect information provided by the customer.

  • The claim is submitted after the 10-day period.

  • The product has been used, altered, damaged, or mishandled after delivery.

6. Refunds

If your refund request is approved, the refund will be processed through the applicable payment method or as otherwise communicated by us.

The time taken for the refund to reflect in your account may vary depending on the payment provider, bank, or payment method used.

7. Replacement

Where applicable, we may offer a replacement for a damaged or wrong product instead of a refund.

For personalised products, any replacement will generally be made according to the original order details, unless the error was caused by us.

8. Customer-Provided Personalisation Details

Customers are responsible for carefully checking all personalisation details before placing an order.

This includes, but is not limited to:

  • Name

  • Text

  • Spelling

  • Photos

  • Dates

  • Numbers

  • Design selection

  • Colour

  • Size

  • Other customisation instructions

Once an order has been processed or customised, changes may not be possible. We are not responsible for errors resulting from incorrect information provided by the customer.

9. Cancellation of Orders

Because our products may be customised and personalised specifically for each customer, cancellation may not be possible once production or customisation has started.

If you wish to cancel an order, please contact us as soon as possible at infinity.creation02025@gmail.com. Cancellation requests will be considered depending on the production status of the order.

10. Contact Us

For any return or refund-related query, please contact us at:

Email: infinity.creation02025@gmail.com

When contacting us regarding an order issue, please always mention your Order ID and registered email address so that we can assist you efficiently.

Important Note

By placing an order with Infinity Creation, you acknowledge and agree to the terms of this Return & Refund Policy. Since our products are customised and personalised, returns are not accepted for reasons other than receiving a damaged or wrong item, subject to the requirements and conditions mentioned above.