Replacement & Breakage Policy – Dezin India | Safe Delivery Assurance

Last updated: 21 October 2026

No Refunds — Damage Replacement Policy

We do not offer refunds under our standard commercial policy. We offer replacement only for verified damage present at delivery, subject to a clear, continuous unboxing video and the conditions below.

We do not accept returns, refunds or exchanges for a change of mind, personal preference, or an incorrect size or design selected by the customer. Please check the confirmed design, dimensions, finish and installation space before ordering. Minor, reasonable handmade variations are not transit damage.

Unboxing video is mandatory for a standard damage claim

Record one clear, continuous, unedited video from before opening the package until the artwork is fully unpacked and inspected. The video must show the sealed package, shipping label, opening process, protective packing and the product condition, including the reported damage. Do not open the package before starting the recording.

Photographs alone do not meet our standard unboxing-video requirement. Damage-replacement claims under this commercial policy require the video and verification by our team.

Report damage within 72 hours

Send your order number, delivery date, complete unboxing video and clear photographs of the damage and packaging within 72 hours of delivery. Retain all original packing materials. Do not install, modify or attempt to repair the damaged artwork before receiving written instructions from us.

Replacement process

Our team will review the video and supporting information to verify that the damage was present at delivery. Once the claim is approved, we will confirm the replacement arrangements and estimated dispatch schedule in writing. Replacement timing depends on stock and any production required. A refund is not offered instead of replacement under this standard policy.

Do not return the artwork without written instructions. If the damaged item must be returned for an approved claim, we will arrange or authorise the return and confirm the shipping arrangements without charging you for correcting damage covered by us.

What is not covered as delivery damage

Damage caused after delivery by mishandling, accidental falls, improper installation or unauthorised alterations is not covered by our delivery-damage replacement policy. Size, design or preference changes and minor, reasonable handcrafted variations do not qualify as damage.

International shipments

For shipping arranged by Dezin India, contact us with the required video and evidence for assessment. For a customer-appointed shipping agent, that agent's transport and insurance arrangements apply; we provide reasonable dispatch and packing evidence. This does not exclude responsibility for our own supply or packing errors or any non-excludable legal obligations. See our Shipping Policy.

Other concerns and applicable rights

If an item is incorrect, defective or materially different from the confirmed order, or an issue was not reasonably discoverable during unboxing, contact us promptly. Such concerns will be assessed under applicable consumer rights. Order cancellations are covered by our Cancellation Policy.

Statutory rights: This is our standard commercial policy. It does not exclude any remedy, including a refund, that is mandatory under applicable consumer protection law. The unboxing-video requirement and 72-hour reporting period do not override those rights.

Contact and complaints

Dezin India Private Limited
Email: contact@dezin.in
Order support / WhatsApp: +91 7570009555
Monday–Saturday, 10:00 AM–8:00 PM IST. Sunday closed.

Please include your order number and issue details. We acknowledge customer complaints within 48 hours and address them within one month of receipt, as required by applicable law.