Refund policy

Last updated: 30 September 2026

This policy applies to orders placed on dearyou.art. Dear You is run by MAAVI LIFE PRIVATE LIMITED, Bengaluru. If anything here is unclear, write to hello@dearyou.art or call +91 97111 50489.

Nothing in this policy reduces your rights under the Consumer Protection Act, 2019.

At a glance

Situation What we do Time limit
You want to cancel before we dispatch Full refund, no cancellation fee Until dispatch. Personalised items: until production starts
Item arrives damaged, defective, wrong or missing Replacement or full refund, your choice Tell us within 48 hours of delivery
A defect shows up later that you could not see at unboxing Replacement or full refund, your choice Tell us within 30 days of delivery
Order arrives later than our stated delivery time You can return it for a full refund When it arrives
You change your mind after delivery (items that are not personalised) Refund of the product price after we receive the item Ask within 7 days of delivery
Personalised or custom-branded items Returned only if damaged, defective, wrong or late As above

Cancelling an order

You can cancel any order before we dispatch it. Email hello@dearyou.art or call +91 97111 50489 with your order number. We refund the full amount, including shipping. We do not charge a cancellation fee.

Personalised and custom-branded items (with a name, message, photo or logo) are made for you. You can cancel them until production starts. We will email you before your item goes into production. After that we cannot cancel it, because the item cannot be sold to anyone else.

Once an order has been dispatched it cannot be cancelled, but the return options below still apply.

We may cancel an order ourselves if an item is out of stock, the courier cannot deliver to the PIN code, the price shown was an obvious error, or the payment looks fraudulent. If we cancel, we tell you why and refund the full amount. We never charge you when we cancel.

Damaged, defective, wrong or missing items

Gifts often go to someone other than the buyer, so either the buyer or the recipient can tell us.

  1. Email hello@dearyou.art within 48 hours of delivery. Give the order number. If you are the recipient and do not have it, give the buyer's name and the delivery PIN code.
  2. Send photos or an unboxing video that show the outer box with the shipping label, the packing inside, and the problem.
  3. If the outer box is badly damaged when it arrives, you can refuse the parcel, or accept it and tell us straight away.

Once we have checked the photos or video, we arrange a free pickup if we need the item back. You then choose a replacement or a full refund, including the shipping charge. If only one item in a hamper is affected, you can choose a replacement of that item or a refund for that item.

If a manufacturing defect appears later that you could not have seen at unboxing, tell us within 30 days of delivery. The same options apply.

For personalised items: if what we made differs from what you entered or approved (for example, a spelling we got wrong), that is a wrong item and we remake it or refund you. If the item matches exactly what you entered or approved, it is not a wrong item.

Late delivery

Our Shipping Policy states our dispatch and delivery times. If an order reaches the delivery address after that time, you can return it for a full refund, including shipping. This applies to personalised items too.

It does not apply if the delay was caused by events outside our control (such as floods, strikes, riots or government restrictions), or by a wrong or incomplete address or phone number.

Returns for change of mind

For items that are not personalised or custom-branded, you can ask to return them within 7 days of delivery if:

  • the item is unused and in its original condition and packaging;
  • a hamper is returned whole and unopened; and
  • the product page does not say the item is non-returnable.

How it works:

  1. Email hello@dearyou.art with your order number before you send anything. We reply with the return address and what to include.
  2. You pay for return shipping. You can use any courier with tracking, or ask us to book a pickup. If we book it, we tell you the pickup charge first and take it off your refund.
  3. When the item reaches us in the condition above, we refund the product price. The original shipping charge is not refunded for change-of-mind returns.

Personalised and custom-branded items cannot be returned for a change of mind.

If the recipient wants to return a gift

The recipient can contact us directly. Any refund always goes to the person who paid, to their original payment method. We do not tell the recipient what the gift cost.

Exchanges

We do not offer direct exchanges at the moment. If you want something different, return the item (where this policy allows) and place a new order.

How refunds are paid

  • Card, UPI, netbanking and wallet payments are refunded through Razorpay to the same payment method.
  • Corporate orders paid by bank transfer (NEFT or RTGS) are refunded to the same bank account.
  • We start the refund within 5 working days of approving it. We approve it when we receive the returned item, or when we have confirmed the problem from your photos or video.
  • Banks usually take 5 to 7 working days after that to show the money in your account.
  • We email you when we start the refund, with a reference number.
  • We do not charge restocking fees.

Working days means Monday to Saturday, except public holidays.

Corporate orders

Corporate and bulk orders are covered by the quote you sign with us plus this policy. If the signed quote says something different, the quote applies. Branded items made to an approved proof can be returned only if they are damaged, defective, different from the approved proof, or late.

Contact

Email: hello@dearyou.art Phone: +91 97111 50489

If you are not happy with how we handled your request, see Contact and Grievance Redressal for our Grievance Officer's details.