Returns & refunds
Printed-to-order goods are not mass stock, so our policy is narrower than a general retailer's. It is written plainly here so there are no surprises.
Damaged or defective on arrival
Full reprint or full refund, your choice. Email 5sfactory@gmail.com within 48 hours of delivery with photographs of the item and the packaging.
You do not pay return shipping, and in most cases we do not ask for the damaged piece back.
Wrong item sent
Entirely our error — we arrange a pickup and send the correct piece at no cost to you.
Change of mind
Because each item begins printing after you order, we cannot accept change-of-mind returns once production has started. If you contact us within 6 hours of ordering and the print has not begun, we will cancel and refund in full.
Personalised and custom orders
Pieces made from your photo, name or file cannot be returned or refunded once production starts, since they cannot be resold. We always confirm the artwork with you in writing before we begin.
How refunds reach you
Refunds go back to the original payment method through Razorpay. Banks typically take 5–7 working days to post the credit after we issue it.