Cancellations, returns and refunds

Cancelling an order

• You can cancel any time before we start making your order. Write to us at support@alloccasion.com with your order number, and we refund the full amount. There is no cancellation charge.
• For a piece we send you a proof for (a Nikkah Nama, for example), nothing is made until you approve the proof. You can cancel at any time before you approve it.
• Once we have started making a piece, it carries your photo, your words or your names, so we cannot cancel it or offer it to anyone else.
• If an online payment is not finished, the order lapses by itself after a short while and nothing is charged.

Changing your mind

Whether you can return a piece because you changed your mind depends on the piece, and each product page says which. Most of what we make carries your photo, your words or your names, so it cannot go back for a change of mind, nor because a photo prints the way it looked on screen but not the way you hoped. Please check your design, and every name and date, before you order or approve a proof.

• A piece sold as returnable can come back within the number of days its product page shows, counted from delivery. It must be unused and in its packaging. We refund it once it reaches us.
• Your order keeps the terms its pieces were sold under, even if we change a product later.

If something is wrong

If your piece arrives damaged, faulty, or different from what you ordered or from the proof you approved, we put it right.

• Tell us within 48 hours of delivery: open your order's page and choose Return a piece, or write to support@alloccasion.com with your order number. Clear photos of the piece and its packaging help; an unboxing video helps more, if you have one.
• We make it again at no cost to you, or refund you in full if we cannot make it again or you would rather have your money back.
• If we need the piece back, we arrange its collection and pay for it.
• For a piece with a proof, we make exactly the proof you approved. If the finished piece differs from that proof, the mistake is ours and we remake it.
• A frame that arrives broken, cracked or scratched, glass included, counts as damaged: we replace the frame, or the whole piece.

How a return works

1. Ask from your order's page (or write to us), saying what is wrong.
2. We answer within a working day, on the order's page and by email if you gave us one.
3. If we need the piece back, we arrange its collection and pay for it.
4. We remake it, or refund you as below, as soon as we have checked it.

If delivery is late

If your order arrives later than the times in our shipping policy for a reason within our control, you can ask for a full refund.

How refunds reach you

• Paid online: the money goes back to the card, UPI or bank account you paid from, through our payment provider. Your bank usually shows it within 5 to 7 working days of our sending it.
• Cash on delivery: we send it by UPI or bank transfer to an account you tell us.
• Your order’s page shows each refund once we send it, with the reference your bank can trace it by, and if you gave us your email, we write to you when we send it. If your order had an invoice, a credit note for the refund appears there too.

Disputes with your bank

If something is wrong with a payment, please write to us first: it is almost always quicker to fix directly. If you raise a dispute (a chargeback) with your bank, we share the order’s records with the bank so it can decide.

Your rights

This policy does not take away any right you have under the Consumer Protection Act, 2019. If we have not put things right, write to our grievance officer. Their details are on contact us.