If it arrives wrong, we make it right.

This policy covers everything you pay for on Duet: keepsakes from the Boutique (mugs, frames, roses, photo strips and other gifts) and photo prints ordered from your album. Everything else on Duet, including the photobooth, live booth and games, is free, so there is nothing to refund.

Every item is made to order with your photo and words. After you pay, your order moves through these stages:

You can cancel for a full refund at any time before your order goes into production, that is, while it is still at the “Paid” stage. We usually make and hand-pack orders within 48 hours of payment, so please write to us as soon as you can through the contact form (topic “Order help”), with your order reference.

Once an item has been printed, personalised or packed, it can’t be cancelled, because it has been made just for you and can’t be sold to anyone else. If you need to fix the delivery address, tell us before it is shipped and we will update it.

Because every keepsake and print is personalised, we can’t accept returns or exchanges for a change of mind. We also can’t offer a refund for problems caused by details given at checkout, such as a misspelled name or date in the engraving text, or an incorrect address.

This does not affect anything that arrives damaged, misprinted or wrong. That is always on us — see below.

If any of these happen, you choose: a free reprint or replacement, or a full refund.

• Damaged — the item arrives broken, cracked, bent or water-damaged.
• Misprinted — a printing or personalisation fault on our side, such as the wrong crop, a smudge or text that differs from what you entered.
• Wrong item — you received a different product, size or design from the one you ordered.
• Lost in transit — India Post confirms the parcel is lost, or tracking shows it has not arrived well beyond the normal delivery time (see our Shipping & Delivery Policy).

• Refunds go back to the original payment method (card, UPI, net banking or wallet) through Razorpay. We can’t refund to a different account.
• Once we approve a refund, it usually reaches you in 5–7 business days, depending on your bank.
• A full refund includes the packaging and delivery charge you paid.
• If money left your account but your order didn’t go through, contact us with the details. Banks usually reverse failed payments on their own, and we will help if yours hasn’t.

Duet Plus and other subscriptions are not on sale yet, so there is nothing to cancel or refund. If we introduce a paid plan, we will publish its cancellation and refund terms before anyone can subscribe.

For a cancellation, reprint or refund, write to us through the contact form (topic “Order help”). Please include your order reference so we can find your order quickly.