Refund & Return Policy
Last updated: September 17, 2026
This Refund & Return Policy applies to all orders placed with Meserii by businesses, organizations, and their authorized representatives ("Client", "you"). As Meserii primarily supplies custom-branded and personalized promotional products, this Policy differs from standard consumer retail return policies. It should be read together with our Terms & Conditions.
1. Custom & Branded Products — General Rule
1.1 The majority of Meserii's products are manufactured, printed, or personalized specifically to Client specifications (logo, branding, packaging, hamper composition, etc.).
1.2 Because these items are made-to-order, custom-branded and personalized products cannot be returned, exchanged, or refunded once production has commenced or the order has been dispatched, except where they qualify under Section 3 (Damaged, Defective, or Incorrect Goods) or Section 6 (Replacement Guarantee).
1.3 This is standard industry practice for promotional/corporate gifting, as such goods generally have no resale value once branded.
2. Non-Customized / Stock Products
2.1 For unbranded stock items purchased in their original, unused, and undamaged condition (e.g., unopened stock inventory not yet personalized), a return or exchange request may be considered if raised in writing within 2 days of delivery, subject to Meserii's approval.
2.2 Approved returns under this Section may be subject to a restocking fee and the Client will bear the cost of return shipping, unless the return is due to an error by Meserii.
2.3 Products must be returned in their original packaging, unused, and in resalable condition to qualify.
3. Damaged, Defective, or Incorrect Goods
3.1 If goods arrive damaged, defective, or materially different from what was ordered/approved (wrong item, incorrect branding not matching the approved proof, missing quantity, etc.), the Client must notify Meserii in writing at sales@meserii.com within 3–5 business days of delivery, along with:
- Order/invoice number
- Photographs or video clearly showing the issue
- A description of the discrepancy
3.2 Claims raised after this window may not be accepted, as promotional goods are typically distributed or used quickly by Clients (e.g., at events), making later verification difficult.
3.3 Upon verification, Meserii will resolve valid claims via replacement of the affected units at no additional cost (see Section 6), or, where replacement is not feasible within a reasonable timeframe, a partial or full refund/credit note for the affected units, at Meserii's discretion.
4. Non-Returnable Circumstances
The following are not eligible for return, replacement, or refund:
- Change of mind after production/dispatch has begun.
- Minor variations in color, shade, or finish between the digital proof/sample and bulk production, which are inherent to printing and manufacturing processes.
- Errors in logo, text, or design that were present in artwork approved in writing by the Client.
- Damage caused by improper storage, handling, or use after delivery to the Client.
- Perishable items (e.g., food hampers), once delivered in good condition, unless found spoiled/damaged on arrival and reported per Section 3.
- Products where the claim window in Section 3 has lapsed.
5. Order Cancellations
5.1 Orders may be cancelled free of charge only if production has not started and before artwork/proof approval.
5.2 If cancellation is requested after production has started, Meserii may deduct costs already incurred (materials, printing, labor) from any refund of the advance paid.
5.3 Once an order is dispatched, it cannot be cancelled; Sections 2–4 of this Policy will apply instead.
6. Replacement Guarantee
6.1 In line with our Replacement Guarantee, any goods verified as damaged or defective upon delivery (per Section 3) will be replaced at no extra cost to the Client, subject to stock/production availability.
6.2 If the original branded item cannot be reproduced in time (e.g., due to material discontinuation) or is subject to a strict event deadline that cannot be met, Meserii will offer a suitable alternative or a refund/credit note for the affected units, as mutually agreed with the Client.
7. Refund Method & Timelines
7.1 Approved refunds will be processed to the original mode of payment (or via credit note for future orders, at the Client's preference) within 7–10 business days of approval.
7.2 Refunds may take additional time to reflect depending on the Client's bank or payment provider.
7.3 Where an order was paid partly in advance, refunds (if applicable) will be calculated against the value of the specific affected units, not the full order value, unless the entire order is found to be defective.
8. How to Raise a Claim
To raise a return, replacement, or refund request, please contact us with your order details and supporting evidence:
Email: sales@meserii.com | Phone: +91 97112 75804
Head Office: F-213, Old M B Road, near HDFC Bank, Nai Basti, Lado Sarai, New Delhi, Delhi 110030
9. Changes to This Policy
Meserii reserves the right to update this Refund & Return Policy at any time. The "Last Updated" date above reflects the most recent revision. This Policy is governed by the laws of India, consistent with our Terms & Conditions.