Refund & Cancellation Policy

We want you to love your Special Star gift. Because every order is personalised, the following policy applies.

1. Digital orders

• If the QR experience or certificate fails to generate or is not delivered due to a fault on our side, you are entitled to a 100% refund or a free re-issue.
• As digital products are personalised and delivered almost immediately, they are otherwise non-refundable once generated and delivered.

2. Physical orders

• If your item arrives damaged, defective, or incorrect, contact us within 7 days of delivery with photos, and we will replace it free of charge.
• Because physical items are custom-printed with your personal details, we cannot accept returns for change of mind.

3. Cancellation

If you have placed an order but not paid yet, you can cancel at any time before you have paid by simply letting us know on WhatsApp or email — at no cost. After payment, you may cancel for a full refund before the order enters production/printing (for physical items) or before the digital deliverables are generated. Once personalisation has begun, cancellation is not possible.

4. How to request

Message us on WhatsApp or email specialstargift@gmail.com with your order number and reason. We aim to respond within 2 business days.

5. Refund timeline

Where a payment has been made, approved refunds are returned to the same method you used to pay us (for example UPI or PayPal), typically within 5–7 business days. The time for the amount to reflect depends on your bank.

6. Contact

Questions? Reach us at specialstargift@gmail.com or on our Contact page.