Legal

Return & Refund Policy

Last updated: 28 August 2026

Cancelling a standard order

A non-custom, non-personalized order can be cancelled within 2 hours of being placed — email support@prism3d.in with your order number as soon as possible. If an eligible prepaid order is cancelled within this window, we'll initiate a full refund to your original payment method.

Custom & personalized orders

Custom and personalized orders can't ordinarily be cancelled once placed and are non-returnable, since they're prepared specifically for you. This doesn't limit any remedy required under applicable law.

Change-of-mind returns

We don't offer returns simply because you've changed your mind, no longer want the product, or prefer something else after delivery.

Eligible product claims

You can make a claim where a product arrives damaged, has a manufacturing defect, is the wrong item, or an item is missing from your shipment.

Four-hour reporting window

A product claim must be lodged within 4 hours of recorded delivery, at support@prism3d.in. Please include clear photos and/or a short video showing the issue, with the product and your order/invoice clearly visible. We may request additional reasonable evidence to assess the claim.

Replacement is our standard remedy

For a valid claim involving a damaged product, manufacturing defect, wrong item, or missing item, our standard remedy is a replacement rather than a monetary refund, subject to applicable law. If we need the affected product returned to assess a valid claim, we'll bear the reasonable return-shipping cost.

Packaging damage

Where the outer packaging is visibly damaged before you accept delivery, you may refuse the parcel — please let us know as soon as possible.

When refunds are provided

Although delivered-product claims are ordinarily resolved by replacement, a refund is initiated where:

• an eligible standard order is cancelled within the 2-hour window above;
• we accept payment but later have to cancel an order we can't fulfill;
• a duplicate or erroneous payment is confirmed; or
• a refund is otherwise required under applicable law.

Refund method and timing

Eligible refunds are initiated to your original payment method through Razorpay, the payment processor for every order on prism3d.in. How long the amount then takes to appear depends on Razorpay, your bank, or your payment provider — not something we control directly.

What isn't covered

• Change of mind after a custom/personalized order has started printing.
• Minor colour/texture/finish variations that are normal for 3D-printed items — see our Terms of Service.
• Damage caused after delivery (drops, misuse, normal wear).
• Claims made without photo/video evidence, or outside the reporting windows above.

Statutory rights

Nothing in this policy excludes, restricts, or overrides any consumer right or remedy that cannot lawfully be excluded under applicable Indian law.

How to start a return or refund request

Email us at support@prism3d.in with your order number, and photos/video if it's a product claim.