NYYNE products are made in small batches and, in the case of launch boxes and personalised items, produced specifically for one customer. This policy explains when an order may be cancelled and when a refund is available.
1. Catalogue (ready-made) physical products
- You may cancel a catalogue order free of charge at any time before it is marked 'Shipped' in your account. Write to us with your order number.
- Once an order has shipped it cannot be cancelled. Please refer to our Shipping & Exchange Policy for defective or incorrect items.
- Because every piece is cut and numbered in limited runs, we do not offer returns or refunds for change of mind, size or colour preference.
2. Custom and made-to-order products (launch boxes, personalised items)
- A custom order may be cancelled only before production begins. Production begins when you approve the final brief / quotation and payment is received; we will tell you the production start date in writing.
- After production has begun, custom orders are non-cancellable and non-refundable, because materials are cut, printed or embroidered to your specification and have no resale value.
- Any advance or deposit paid for sampling, artwork setup, custom packaging dies or sourcing is non-refundable once that work has started.
3. Digital products, collectibles and loyalty points
Digital downloads and collectibles are delivered instantly to your account and cannot be returned; they are non-refundable once delivered, except where required by law. Loyalty points earned on a refunded or cancelled order are reversed.
4. Cryptocurrency payments
Blockchain transactions are irreversible. Where a refund is approved for a crypto-paid order, we will return the INR/USD value recorded on your invoice, either to the paying wallet address (in the same asset, net of network fees) or by bank transfer at our discretion. We are not responsible for exchange-rate movements between the time of payment and the time of refund.
5. Refunds we will always honour
- Orders cancelled by us (stock unavailable, pricing error, inability to deliver to your area).
- Payment captured but order not confirmed, or duplicate payments.
- Items that arrive damaged, defective or materially different from what was ordered, where reported in accordance with our Shipping & Exchange Policy and a replacement is not possible.
6. How refunds are processed
- Approved refunds are issued to the original payment method only. For Razorpay and card payments the amount is reversed to the source account within 5–7 business days of approval; your bank or card issuer may take additional time to reflect it.
- Refunds are made for the product value and GST paid. Shipping charges are refunded only when the cancellation or defect is attributable to us.
- You will receive an email when the refund is initiated, and a credit note is issued against the original tax invoice.
7. How to request a cancellation or refund
Email the address on our Contact page from the email used at checkout, quoting your order number (shown on your order tracking page and invoice). We acknowledge requests within 48 hours and respond within 7 business days.