Refund policy

RETURN, REFUND, CANCELLATION & EXCHANGE POLICY

Effective Date: 1 October 2026

ADAA : PREMIUM GIFTING STORE
Website: https://adaa.online
Email: adaagifting@gmail.com

1. GENERAL POLICY

ADAA : PREMIUM GIFTING STORE offers customized, personalized, made-to-order and specially procured products, including customized gifts, T-shirts, paintings, artwork, gift hampers, printing products and other products/services prepared according to customer requirements.

No refunds, replacements, returns or exchanges, except for verified defective items under section 11, the exceptions in section 15, and remedies required by applicable law.

Customers are therefore requested to carefully review all order details before making payment.

2. 100% PREPAID ORDERS

All orders placed through adaa.online must be paid in full before processing.

We do not currently offer:

  • Cash on Delivery
  • Part payment
  • Payment on delivery
  • Pay-later orders

An order is considered confirmed after successful payment confirmation.

3. CANCELLATION POLICY

We do not accept cancellations once an order is placed.

This particularly applies to:

  • Customized products
  • Personalized gifts
  • Customized T-shirts
  • Customized paintings
  • Personalized artwork
  • Printed products
  • Customized gift hampers
  • Engraved products
  • Made-to-order products
  • Specially manufactured products
  • Specially procured products
  • Bulk printing orders

Processing, manufacturing, printing, customization or procurement may begin shortly after payment is received.

Any mandatory consumer rights under applicable law remain unaffected.

4. NO CHANGE TO ORDER AFTER CONFIRMATION

Customers should carefully verify all details before placing an order, including:

  • Product
  • Quantity
  • Size
  • Colour
  • Design
  • Name
  • Text
  • Photograph
  • Artwork
  • Personalization
  • Printing specifications
  • Delivery information
  • Other customization instructions

Once an order has been confirmed, changes may not be possible, particularly after production or processing has started.

5. NO RETURN POLICY

ADAA generally does not accept returns for products that have been correctly supplied according to the customer's confirmed order.

Returns are not accepted merely because:

  • The customer changed their mind
  • The customer no longer wants the product
  • The product was ordered by mistake
  • The customer selected the wrong size
  • The customer selected the wrong colour
  • The customer entered incorrect personalization
  • The customer supplied incorrect spelling or text
  • The customer supplied an incorrect photograph or artwork
  • The customer supplied incorrect printing instructions
  • The customer no longer requires the product
  • The product does not meet the customer's subjective preference

For customized and personalized products, production may be undertaken specifically for the customer and the product may not be suitable for resale.

6. NO EXCHANGE POLICY

ADAA does not ordinarily provide exchanges for correctly supplied products due to customer preference or change of mind.

This includes requests for exchange because of:

  • Wrong size selected by the customer
  • Wrong colour selected by the customer
  • Different design preference
  • Different personalization
  • Different photograph
  • Different product preference
  • Change of mind
  • Product no longer required

Customized and personalized products are produced according to the customer's confirmed requirements and therefore generally cannot be exchanged.

7. CUSTOMER RESPONSIBILITY FOR CUSTOMIZATION

The customer is responsible for checking all information submitted to ADAA before confirming an order.

This includes:

  • Names
  • Spelling
  • Dates
  • Text
  • Photographs
  • Logos
  • Artwork
  • Designs
  • Sizes
  • Colours
  • Quantities
  • Printing instructions
  • Other customization requirements

ADAA will generally produce the product according to the information and instructions supplied or approved by the customer.

Errors resulting from incorrect information, files, photographs, artwork or instructions supplied by the customer will generally not qualify for cancellation, return, exchange or refund.

8. CHECK YOUR ORDER IMMEDIATELY UPON DELIVERY

Customers must check their order immediately when it is received.

The customer should inspect the package and product for:

  • Visible damage
  • Missing items
  • Wrong product
  • Incorrect quantity
  • Major manufacturing defects
  • Material difference from the confirmed order

Customers are strongly advised to record an unboxing video from the unopened package until the product has been completely inspected, particularly for customized, fragile or high-value products.

9. 6-HOUR COMPLAINT WINDOW

If an order is received damaged, defective, incomplete, materially incorrect or incorrectly fulfilled by ADAA, the customer must contact ADAA within 6 hours from the recorded delivery time.

How to report an issue

  1. Please email adaagifting@gmail.com or contact us through the website chat.
  2. Include your order ID, order date, delivery date and time, and a description of the issue.
  3. Attach clear photographs showing the defect, damage, incorrect colour or other issue, along with photographs of the product and packaging. Please include an unboxing video also. We will review your complaint and work to resolve the issue as soon as possible.

The 6-hour period begins from the delivery time recorded by the applicable delivery/logistics service.

Claims submitted after the 6-hour reporting period may not be accepted, except where a longer period or remedy is required under applicable law.

The 6-hour requirement is intended to facilitate prompt verification of delivery, damage, shortage and fulfillment issues and does not waive mandatory consumer rights that cannot legally be excluded.

10. DAMAGED PRODUCTS

For transit damage, follow the complaint procedure in section 9.

Customers should, where possible:

  • Photograph the unopened package
  • Photograph the shipping label
  • Record the condition of the package
  • Record an unboxing video
  • Photograph the damaged product

After reviewing the evidence, ADAA may coordinate with the delivery provider and determine the appropriate resolution. This includes issues caused by ADAA or its delivery partner.

11. DEFECTIVE PRODUCTS

For verified defective items shipped, once ADAA accepts the replacement request, the replacement will be dispatched and delivered to the customer within 10 working days from the date of acceptance of the replacement request. A refund will be provided only if the replacement cannot be delivered within this period, subject to the exceptions in section 15 and applicable law.

For a manufacturing defect or other qualifying defect attributable to ADAA, follow the complaint procedure in section 9.

ADAA may request photographs, videos or other information to determine whether the issue is a genuine product defect.

The specific remedy will depend on the nature of the issue and applicable law.

12. WRONG OR INCORRECT PRODUCT

If ADAA sends a product materially different from the confirmed order due to an error attributable to ADAA, follow the complaint procedure in section 9.

After verification, ADAA may provide an appropriate resolution, which may include:

  • Replacement
  • Corrected/reproduced product
  • Rectification
  • Refund, where applicable.

13. MISSING ITEMS OR SHORTAGE

For missing items, shortages or incorrect quantities, follow the complaint procedure in section 9.

ADAA will investigate the claim and, where verified, may provide an appropriate remedy.

14. REFUND POLICY

Once an order has been confirmed and processing, manufacturing, customization, printing or procurement has commenced, payment is generally non-refundable for customer-initiated reasons.

This includes:

  • Change of mind
  • Incorrect size selected
  • Incorrect colour selected
  • Incorrect personalization
  • Incorrect spelling supplied by the customer
  • Incorrect photograph supplied by the customer
  • Incorrect artwork supplied by the customer
  • Incorrect file supplied by the customer
  • Product no longer required
  • Customer preference
  • Failure to review order details before payment.

15. WHEN A REFUND MAY BE PROVIDED

A refund may be considered where:

  • ADAA receives payment but is unable to fulfill the confirmed order;
  • A duplicate payment has been received;
  • A refund is due for a verified defective item under section 11; or
  • A refund is required under applicable law.

Where a refund is approved, it will ordinarily be processed through the original payment method or another legally permissible method.

16. REFUND PROCESSING

Once ADAA approves a refund, the refund will be initiated within the applicable processing period.

The time required for the money to appear in the customer's account may depend on the:

  • Bank
  • Credit/debit card issuer
  • UPI provider
  • Payment gateway
  • Financial institution
  • Other payment service provider

ADAA is not responsible for delays caused solely by a bank, payment gateway or financial institution after the refund has been initiated.

17. PARTIAL REFUNDS

Where appropriate, ADAA may provide a partial refund rather than a full refund depending on:

  • Nature of the verified issue
  • Extent of the defect or shortage
  • Portion of the order affected
  • Applicable circumstances
  • Applicable law

Any approved partial refund will be communicated to the customer.

18. SHIPPING AND DELIVERY CHARGES

Shipping or delivery charges associated with an order that has been correctly fulfilled are generally non-refundable.

Where a refund is required or approved because of an issue attributable to ADAA, the treatment of shipping charges will depend on the circumstances and applicable law.

19. FAILED OR REFUSED DELIVERY

The customer is responsible for providing complete and accurate delivery information.

A delivery may fail because of:

  • Incorrect address
  • Incomplete address
  • Incorrect contact information
  • Customer being unavailable
  • Customer refusing delivery
  • Customer not responding to the delivery provider
  • Other circumstances attributable to the customer

A correctly fulfilled order that cannot be delivered because of customer-provided incorrect information or refusal to accept delivery does not automatically qualify for a refund.

Any additional shipping or re-dispatch costs may be payable by the customer, subject to applicable law.

20. CUSTOMIZED AND PERSONALIZED PRODUCTS

Customized products may include:

  • Customized T-shirts
  • Personalized gifts
  • Personalized paintings
  • Artwork
  • Gift hampers
  • Customized merchandise
  • Printed products
  • Engraved products
  • Personalized stationery
  • Other products manufactured or prepared according to customer specifications

Because these products may be made specifically for the customer, returns and exchanges due to change of mind are generally not accepted.

21. DIGITAL FILES AND PRINTING SERVICES

For printing and digital-file-related services, including bulk printing:

  • The customer is responsible for uploading the correct file.
  • The customer is responsible for checking the number of pages, content, spelling and formatting.
  • The customer is responsible for providing correct printing specifications.
  • Incorrect customer-uploaded files or instructions generally do not qualify for a refund or reprint.
  • Printing errors attributable to ADAA may be reported within 6 hours of delivery or collection for investigation.

Where ADAA confirms that a material printing error occurred on its part, ADAA may provide an appropriate remedy.

22. CUSTOMER-PROVIDED PHOTOGRAPHS, ARTWORK AND CONTENT

Customers may provide photographs, logos, artwork, designs, text and other material for customized products.

The customer is responsible for ensuring that the supplied material is accurate and that the customer has the necessary rights or permissions to provide and use such material.

Once production has commenced, changing customer-supplied material does not ordinarily create a right to return or refund.

23. UNBOXING AND EVIDENCE

For damaged, defective, missing or incorrectly supplied products, ADAA may request:

  • Unboxing video
  • Photographs
  • Videos
  • Packaging photographs
  • Shipping label photographs
  • Product photographs
  • Order confirmation
  • Other relevant evidence

This information may be used to verify the claim and investigate the circumstances of the issue.

24. CLAIM INVESTIGATION

All damage, defect, shortage and incorrect-order claims are subject to verification.

ADAA may contact the customer for additional information or evidence before deciding the appropriate remedy.

Submission of a complaint does not automatically guarantee a replacement or refund.

25. PRODUCTS ALTERED AFTER DELIVERY

A claim may be affected where a product has been:

  • Washed
  • Used
  • Modified
  • Altered
  • Repaired
  • Damaged after delivery
  • Subjected to improper handling

Customers should therefore inspect the product immediately upon delivery and contact ADAA within the applicable 6-hour period before using or modifying it.

26. FRAUDULENT OR ABUSIVE CLAIMS

ADAA may investigate claims involving suspected:

  • Fraudulent claims
  • False damage claims
  • Repeated unjustified claims
  • Product manipulation
  • Packaging manipulation
  • Payment abuse
  • Misuse of the refund or replacement process

Any action taken will be subject to applicable law.

28. CHANGE OF MIND

ADAA does not offer returns, refunds or exchanges simply because a customer changes their mind after placing an order.

This is particularly applicable to customized, personalized, printed, manufactured and specially procured products.

Customers should carefully review product details and customization information before making payment.

29. CUSTOMER SUPPORT & CHAT HOURS

Customers can contact ADAA through the available chat/support channels on adaa.online.

Chat Support Hours

Monday to Saturday: 10:00 AM to 7:00 PM IST. Sunday: Closed.

Messages received outside support hours may be responded to during the next available support period.

Follow the complaint procedure in section 9 regardless of support hours.

30. CONTACT

ADAA : PREMIUM GIFTING STORE

🌐 Website: https://adaa.online
📧 Email: adaagifting@gmail.com

For order-related communication, customers should include their order number whenever applicable.

31. POLICY CHANGES

ADAA may update this Return, Refund, Cancellation & Exchange Policy from time to time to reflect changes in its products, services, business practices or applicable legal requirements.

The updated policy will be published on adaa.online with the revised effective date.