CANCELLATION & REFUNDS
CANCELLATION & REFUNDS
This policy explains how PrismScale Private Limited ("PrismScale," "we," "our," or "us") handles cancellations, returns, replacements and refunds. Sections 1 to 5 apply to corporate gift hampers ordered through PrismScale Gifting (prismscale.com/gifting). Section 6 applies to our design, marketing and technology services.
Every order starts with a 50% advance. You pay the balance after approving a photo of one packed sample, before dispatch. To cancel, write to hello@prismscale.com or message us on WhatsApp at +91 88673 67766 with your order reference.
1.1 Before you approve the branding mock-up: You can cancel at no cost. We refund your advance in full.
1.2 After you approve the mock-up and before dispatch: You can still cancel. Because production has started, we deduct the costs we have already incurred on printing, branding and buying items for your order, and refund the rest. We share a written breakup of these costs with you.
1.3 If you do not approve the sample: Tell us what needs to change and we will correct it and send a new photo. If we cannot meet the approved mock-up and hamper description, you can cancel and we refund your advance in full.
1.4 After dispatch: An order cannot be cancelled once it has been handed to the courier. Section 3 still applies to anything that arrives damaged, wrong or missing.
Hampers are made to order with your branding and many contain food. For this reason we do not accept returns or exchanges for a change of mind, or for a choice of item shown correctly in your approved quote.
3.1 How to report: Tell us within 48 hours of delivery, with your order reference, the delivery address and clear photos of the outer box and the affected items. If your hampers went to several addresses, you can send us one list of affected hampers.
3.2 What we do: Once we verify the report, usually within 2 working days, we replace the affected hampers or items at no cost, or refund their value if you prefer or if we cannot replace them. If an item is out of stock, we offer one of equal or higher value.
3.3 Lost shipments: If a courier confirms a shipment is lost, or it never reaches a correct address, we send a replacement or refund its value.
3.4 Product warranties: Electronics and similar branded items carry their manufacturer's warranty, where the manufacturer offers one. We will help you contact the manufacturer.
If we cannot deliver your order, or cannot deliver it by a date we confirmed in writing, we will tell you as soon as we know. You can then choose a new date or cancel and receive a full refund of what you paid for the undelivered hampers.
5.1 Timeline: We start an approved refund within 7 working days. It goes back to your original payment method. Your bank or payment provider may take a further 5 to 7 working days to show it.
5.2 GST: Where a GST invoice has already been issued, we issue a credit note for the refunded amount.
5.3 Failed or duplicate payments: If you were charged but your payment failed, or you were charged twice, send us the transaction reference. We refund any amount we received in error in full.
Project work is covered by your signed project agreement (SOW) and our Terms and Conditions. Unless your agreement says otherwise, either party may end an engagement with 30 days' notice. You pay for work completed up to that point, and we refund any amount you paid in advance for work we have not started. Fees for completed and delivered work are not refundable.
Grievance Officer: Dharam Vir Singh, PrismScale Private Limited, hello@prismscale.com. We acknowledge grievances within 48 hours and aim to resolve them within 30 days.
PrismScale Private Limited
Visvesvaraya Technological University, 2, #56, The Mahendras, MUDA Layout, Hanchya Sathagally, Mysuru, Karnataka 570019, India
GSTIN: 29AAMCP9500H1Z2
Email: hello@prismscale.com
Phone: +91 88673 67766