Refunds, returns & replacements

Effective 13 November 2026

This policy covers cancellations, service concerns and problems with customised frames. Personalisation does not remove your rights when something is wrong.

Requesting help

Contact general@spstudio.co.in or WhatsApp +91 62393 67490 with your PKG, FRM or GNL ticket, what went wrong and the remedy you are requesting. For damaged or incorrect frames, photographs of the item and packaging help us investigate.

Please report visible transit damage as soon as practical and retain the packaging until we respond. An unboxing video is helpful if available but is not a compulsory condition for a valid claim. We do not impose an arbitrary short reporting period that removes statutory rights.

Photography and film concerns

Tell us which agreed deliverable or service was not supplied or was deficient. We will review the booking agreement and discuss an appropriate correction, completion, proportionate reduction or refund as the circumstances and law require.

An agreed editing style and reasonable creative judgment do not excuse failure to meet promised specifications. Changes beyond the agreed scope may need a fresh quotation; corrections to our own error are considered separately.

Damaged, defective or incorrect frames

If the item is damaged, defective, materially different from the approved specifications or incorrectly supplied, contact us so we can assess an appropriate repair, replacement, return or refund. A custom-made label is not a reason to refuse a valid remedy.

For an accepted claim caused by our supply or transit arrangements, we will arrange or reimburse reasonable agreed return and replacement shipping. Confirm the address and method with us before sending a return. Do not send items to an unconfirmed address.

Change of mind and customer-approved specifications

A personalised frame made correctly to the image, crop, size and finish you approved is not normally eligible for a change-of-mind return or exchange. Requests made before production are covered by the cancellation policy.

A concern caused by a low-resolution file, an approved crop or a specification you supplied will be reviewed against the advice and proof actually given. This does not excuse an undisclosed production problem or a failure to follow the approval.

Refund amount and method

We will provide the outcome and any lawful, explained deductions in writing. Duplicate payments and overpayments will be investigated and any amount due returned.

An approved refund is normally sent to the original payer through the original payment method where possible. If that is not possible, we will agree a lawful alternative after verifying the payer. We will not ask for an OTP, banking password or card PIN.

Refunds must be processed within a reasonable period and any applicable legal or payment-provider deadline. We will confirm the processing date and transaction reference in writing; the time your bank takes to display a credit may differ. The agreed refund timeline must be confirmed in writing; an estimate of bank processing is not a guarantee by the bank.

A cancellation or refund status on the website is not evidence that money has moved. The studio must separately confirm the actual refund transaction. Store credit is optional and will not be imposed instead of a refund that is due.

If you disagree

Ask for escalation through our complaints policy. These procedures do not prevent you from using your bank’s available dispute process, the National Consumer Helpline or another remedy available under Indian law.