Last Updated: 24 August 2026
At Ur Gift Story (“UGS”), we take care to manufacture, customise, package and deliver products according to the customer’s order. Because we offer both standard and personalised products, return, cancellation and replacement rules vary by product type.
1. ELIGIBILITY FOR RETURNS
Eligible products may be reported for return/replacement within 7 days from delivery if the product:
- Arrived damaged
- Is the wrong product
- Has a manufacturing defect
- Has incorrect personalisation caused by UGS
A product that is simply no longer wanted, does not meet personal preference or was ordered incorrectly by the customer is generally not eligible.
2. PERSONALISED AND CUSTOMISED PRODUCTS
Personalised/customised products are produced specifically according to customer requirements and are not eligible for return, refund or replacement due to change of mind, incorrect customer-provided information or customer preference.
If a product arrives damaged, is incorrectly supplied, has a manufacturing defect, or contains a personalisation error made by UGS, a replacement may be requested subject to verification.
3. REPORTING A DAMAGED OR INCORRECT PRODUCT
Customers must contact UGS within 7 days of delivery and may be required to provide:
- Order number
- Photographs of the product
- Photographs of the packaging
- A clear unboxing video
- Other reasonably requested information
An unboxing video is strongly recommended and may be required to establish transit damage.
4. REPLACEMENT PROCESS
UGS will review each claim. If approved:
- UGS will arrange the return where required.
- UGS will bear applicable return shipping costs for an approved claim.
- The product may be inspected after receipt.
- A replacement will be manufactured or dispatched, as applicable.
Once the product is ordered cannot be canceled, So kindly check the cart before placing the order.
5. REFUNDS
UGS generally does not provide refunds to the original payment method for products eligible for return.
Where UGS determines that a refund is appropriate instead of a replacement, the approved amount will ordinarily be issued as UGS Store Credit.
Store Credit:
- Is issued after approval
- Is valid for 6 months from the date of issue
- May be used against eligible future purchases
- Is not ordinarily exchangeable for cash
Nothing in this policy is intended to restrict rights or remedies available under applicable law.
6. SHIPPING CHARGES
Original shipping charges are not refundable.
For an approved replacement arising from damage, manufacturing defect, wrong product or incorrect personalisation caused by UGS, UGS will bear applicable return/replacement shipping costs.
7. ORDER CANCELLATION
Standard/non-personalised products may be cancelled within 2 days of placing the order, subject to the order not having progressed beyond a stage where cancellation is reasonably possible.
Personalised/customised products require upfront payment. If a personalised/customised order is cancelled, the amount paid will be non-refundable, particularly where production, design, procurement or customisation work has commenced.
8. PRODUCTS DAMAGED DURING DELIVERY
Customers should document the condition of the parcel and product before disposing of packaging materials and contact UGS promptly with photographs/video evidence.
9. DELIVERY ISSUES
UGS uses third-party logistics and courier partners. Procedures for failed delivery attempts, incorrect addresses, customer unavailability, refused deliveries, address changes and returned parcels may be governed by the logistics provider’s rules.
Customers are responsible for accurate and complete delivery information.
10. INTERNATIONAL ORDERS
Customers are responsible for customs duties, import taxes, local taxes, customs clearance charges, local handling charges and other destination-country charges. UGS is not responsible for customs delays or restrictions outside our reasonable control.
11. NON-RETURNABLE SITUATIONS
A claim may not be accepted where:
- The customer has changed their mind
- The product was ordered incorrectly by the customer
- Incorrect spelling, names, photographs or information was supplied by the customer
- The customer approved artwork containing the relevant error
- The product has been used, altered, damaged or mishandled after delivery
- The claim is made after the 7-day period
- Required evidence is not provided
- The issue is a reasonable material/process variation and not a manufacturing defect
12. CORPORATE AND BULK ORDERS
Corporate and bulk orders may be subject to separate commercial terms covering minimum quantities, payment schedules, production timelines, artwork approvals, cancellation charges, shipping and replacement terms.
13. CONTACT FOR RETURNS AND REPLACEMENTS
Ur Gift Story
A brand operated by Visual Vault LLP
Shop No. 14, A Wing, KPCT Mall, Fatimanagar, Hadapsar, Pune – 411040, Maharashtra, India
Email: info@urgiftstory.com
Phone/WhatsApp: +91-8999242038
Please include your order number and a brief description of the issue.