legal

Cancellation & Refund Policy

Last updated 29 July 2026

We want you to feel good about every gift you make here. Because most of what we sell is digital and generated instantly the moment you pay, our refund policy works a little differently from a normal online store — here's exactly how it works, in plain language.

1. Digital products — surprise pages, letter kits, quiz results

Before you share the link: if you're not happy with what you made — wrong design, changed your mind, made a mistake — write to us within 24 hours of payment, before you've shared the link with anyone. We'll issue a full refund, no questions asked.

After you share the link: once a gift link has been shared or opened by the recipient, the product has been delivered as intended and is no longer eligible for a refund — the same way a greeting card can't be "returned" once it's been handed over.

Technical faults: if your page genuinely doesn't work — broken link, photos not loading, payment succeeded but no page was generated — tell us and we'll fix it immediately, or refund you in full if we can't.

Payment charged, order failed: if money was deducted from your account but your order doesn't show as successful (a PayU/bank-side issue), this is always fully refundable — write to us with your payment reference and we'll resolve it.

2. Physical products

Where physical products are offered:

  • Cancellation: you can cancel a physical order free of charge any time before it has shipped. Once shipped, it cannot be cancelled.
  • Damaged or wrong item: if an item arrives damaged, defective, or different from what you ordered, contact us within 48 hours of delivery with photos. We'll offer a replacement or a full refund.
  • Change of mind: unopened, unused items in original packaging can be returned within 7 days of delivery at your own shipping cost, for a refund of the item price (shipping charges are non-refundable).
  • Personalised physical items (engraved, custom-printed) cannot be returned for change of mind, only for damage or defect.

3. How refunds are processed

Once a refund is approved, it is issued to your original payment method (card, UPI, net banking) via PayU, or to your original account for Cash on Delivery orders paid in another way. Refunds typically reflect in your account within 5–7 business days, depending on your bank.

4. How to request a refund or cancellation

Email support@itsdearher.com or WhatsApp +91 98343 3324 with your order number/payment reference and a short note on what happened. We're a small team and reply personally — usually within a few hours, always within 24.