The short version
Every Embroo piece is made to order, so we cannot resell a piece if it's returned. As a result:
- ✅ Defects on arrival — full replacement or full refund.
- ✅ Mismatch with the design we confirmed — full replacement or full refund.
- ✅ Cancellation before production starts — full refund.
- ❌ Wrong size you chose — non-returnable. Please use our size chart before confirming.
- ❌ Change of mind after production — non-returnable.
How to raise a defect or mismatch claim
- Within 48 hours of delivery, message us on WhatsApp with: your order ID, photos of the issue, and a short description.
- We respond within 30 minutes during business hours and confirm if it qualifies.
- If approved, we either arrange a free replacement (we re-embroider and re-ship) or refund the full amount via UPI within 5 business days.
How to cancel an order before production
Reply on the same WhatsApp thread before we confirm production has started. Production typically begins within 24 hours of payment confirmation. If cancellation is received in time, we refund 100% via UPI within 3 business days.
If we cancel an order
We may cancel an order if (a) the design infringes someone's rights, (b) we cannot match the requested thread color, (c) inventory of the chosen garment is unavailable, or (d) any other production blocker. In all such cases, we refund 100% within 3 business days.
Refund timelines
- UPI refunds usually reflect in your account within 1–2 business days of initiation.
- If your bank takes longer than 5 business days, share the original UPI reference and we'll co-escalate with our bank.
Damaged in transit
If the parcel arrives visibly damaged, refuse the delivery if possible and tell us within 24 hours. We'll replace the order at no cost and pursue the courier ourselves.
What we cannot refund
- Sizing mismatches when the size you chose was produced correctly.
- Subjective preferences (e.g., “I thought the gold thread was brighter”).
- Damage from incorrect washing — please follow the care instructions on the inner label.
Grievances
If you're unhappy with how we've handled a refund request, escalate to our Grievance Officer: Embroo India Support · pkexportpvtltd@gmail.com. We respond within 15 business days.