1. Effective date: 01-09-2025

• About The Book and Box Company
• Legal name: The Book and Box Company
• Nature of business: E-commerce printing and packaging (custom books, boxes, and
  related printed products)
• Website/App: https://thebookandbox.co/
• Contact email: contact@thebookandbox.co
• Contact number: +91 – 91766 51232
• Registered/Corporate address: No.40, Peter’s Road, Royapettah, Chennai – 6000014

1. Key principles

• Custom-made items: Most of our products are custom printed and made-to-order; they
  are generally non-returnable and non-refundable once production has started.
• Fair resolution: If we are at fault (manufacturing defect, wrong specs, lost/damaged in
  transit), we will reprint/replace or refund the affected portion.
• Original source refunds: For prepaid orders, approved refunds are issued only to the
  original payment method via Razorpay (except COD, which is refunded via bank
  transfer).
• Timely claims: Please report order issues within the timelines specified below to help us
  resolve quickly with our production and courier partners.

1. Cancellations and order changes

• Before production starts:
  o Cancellation: Allowed. We will issue a full refund for prepaid orders, minus any
  non-recoverable costs already incurred with your approval (e.g., custom design
  services, plates/dies, special material procurement). We will inform you of such
  costs before deducting.
  o Changes: We will accommodate specifications changes where possible.
  Changes may affect price and timelines.
• After production starts (including prepress, printing, cutting, binding, finishing):
  o Cancellation: Generally not possible for custom products. If cancellation is
  agreed as an exception, we may refund partially based on recoverable value of
  unconsumed materials and work completed.
• After dispatch:
  o Cancellation is not possible. Please refer to “Damaged/defective” and “Lost in
  transit” sections for remedies.

1. Returns and exchanges

• Customized products: Not eligible for return or exchange due to change of mind,
  incorrect files/specifications submitted by you, or aesthetic preferences.
• Eligible return/reprint/refund scenarios (evidence required):
  o Manufacturing defects (e.g., misprint, major color shift outside tolerance,
  improper binding/lamination, wrong material/finish supplied versus order).
  o Specification mismatch attributable to us (wrong size, die-cut, or finish vs
  approved proof/Purchase Order).
  o Quantity shortfall beyond tolerance (see tolerances below).
• Not eligible:
  o Errors present in your uploaded files or content (typos, low-resolution images,
  incorrect bleed/margins) approved by you or produced per your waiver of proof.
  o Color variation within industry tolerance due to CMYK process, substrate
  variation, or screen-to-print differences when no hard proof/color match service
  was purchased.
  o Minor trim/positioning variances within tolerance.
  o Delays caused by courier operations, force majeure, or your
  unavailability/incorrect address.
  o Products used, soiled, stored improperly, or damaged after delivery.

1. Industry tolerances

• Color: Reasonable variation inherent to CMYK process; exact matching is not
  guaranteed without a paid color match/hard proof service.
• Size/trim/registration: ±1–3 mm
• Quantity: Up to ±5% variance on certain production runs These tolerances are not
  treated as defects.

1. Damaged, defective, missing, or wrong items

• Report within 48 hours of delivery scan (or receipt) with:
  o Order ID and AWB/Tracking number
  o Clear photos of outer box, shipping label, inner packaging, and the product;
  unboxing video is recommended
  o Description of the issue and quantity affected
• Resolution (at our discretion, based on evidence and feasibility):
  o Free reprint/replacement of affected items, or
  o Partial/Full refund for the affected portion, or
  o Credit note/store credit (if you prefer) Please retain all packaging until the claim
  is resolved. Courier claim timelines may apply.

1. Delivered but not received

• If tracking shows “Delivered” but you did not receive the package, notify us within 48
  hours.
• We will raise a trace and request Proof of Delivery (POD) from the courier via Shiprocket.
  Investigation may take 5–10 business days.
• If confirmed mis-delivery or loss, we will reship or refund the affected portion.

1. Lost or excessively delayed shipments

• If a shipment is marked lost or is delayed more than 7 business days beyond the upper
  end of the estimated window, we will offer a free reshipment or a refund for the affected
  portion.

1. Return-to-Origin (RTO) and undelivered shipments

• If delivery fails due to incorrect address/phone, unavailability, refusal to accept, or non
  compliance with courier delivery protocols (e.g., OTP/ID), the shipment may be returned
  to origin.
• For custom products, refunds are generally not available after production. We can
  reship after RTO is received, subject to payment of reshipping charges. If a refund is
  granted as an exception, two-way shipping and RTO fees will be deducted.

1. How to request a cancellation, reprint, or refund

• Email: contact@thebookandbox.co .
• Phone/WhatsApp: : +91 – 91766 51232
• Provide: Order ID, contact details, reason for request, and supporting evidence
  (photos/videos) where applicable.
• Timelines to raise a request:
  o Cancellation before production: As soon as possible and before proof
  approval/production start.
  o Defect/damage/shortage: Within 48 hours of delivery scan.
  o Lost/excessive delay: After the delay threshold defined above. We may require
  you to return defective items or make them available for courier inspection; we
  will share instructions if needed.

1. Refund method and timelines

• Initiation by us: Within 3 business days of approving your refund.
• Credit to your original payment method via Razorpay (typical bank timelines; actual
  posting depends on your bank/wallet/issuer):
  o UPI: within minutes to 48 hours
  o Wallets: 24–72 hours
  o Cards/Net banking: 5–10 business days
  o Pay-Later/EMI: 7–14 business days; interest/EMI handling is per your lender’s
  policy. Reversals may reflect as adjustments to your statement in subsequent
  cycles.
• Cash on Delivery (COD), if offered: Refunds are processed via NEFT/IMPS to your bank
  account within 3–5 business days after we receive your account details and verification.
• We do not store your full card details or UPI PIN. All electronic refunds are processed
  through Razorpay’s secure, PCI-DSS compliant systems.

1. Partial refunds, credits, and reprints

• For mixed outcomes (e.g., only part of the order affected), we may:
  o Reprint/replace the affected portion, or
  o Issue a partial refund equal to the affected value, or
  o Provide store credit of equivalent value (if you prefer)
• For bulk/complex jobs, we may prioritize expedited reprints over refunds to meet your
  time-sensitive needs, subject to your approval.

1. Non-refundable charges

• Once dispatched, shipping fees are non-refundable except where delivery failure is
  attributable to us or our courier partners.
• Customized design services, approved sampling/prototyping, special dies/plates, and
  specially procured materials are non-refundable once initiated/ordered.
• Government taxes and duties are refundable only as permitted by law (through credit
  notes where applicable).

1. Modifications to approved proofs/files

• Production proceeds based on your approved proof/specifications. If you waive proofing
  or request urgent processing without proof, you accept responsibility for resulting
  content errors.
• Changes after approval may not be possible; if feasible, additional charges and delays
  will apply.

1. Overpayments, duplicate charges, and payment failures

• If your account is debited but you did not receive an order confirmation, contact us with
  your Razorpay payment ID and order details.
• For duplicate/failed charges confirmed by us/Razorpay, we will initiate a refund
  promptly. Bank posting timelines apply as in Section 11.
• Chargebacks: Please contact us first for faster resolution. If you raise a chargeback, we
  will provide evidence to your bank; ongoing/future orders may be paused until the
  dispute is resolved.

1. TAT for complaint resolution

• We aim to acknowledge your request within 1 business day and provide a substantive
  update or resolution within 3–7 business days, depending on investigation needs
  (evidence review, courier claims, production checks).

1. File retention and reorders

• We typically retain production files for for reprint support and quality audits. You may
  request deletion earlier (subject to lawful retention needs). Reorders placed after file
  deletion may require resubmission of print-ready files.

1. Governing law and jurisdiction

• This policy is governed by the laws of India. Subject to any mandatory law to the
  contrary, courts at [Insert City and State] shall have exclusive jurisdiction.

1. Contact and grievance redressal

• Email: contact@thebookandbox.co .
• Phone/WhatsApp: : +91 – 91766 51232
• Hours: Mon-Fri | 9 am – 5 PM
• Address for returns/RTO: No.40, Peter’s Road, Royapettah, Chennai – 6000014

1. Changes to this policy

• We may update this Refund and Cancellation Policy from time to time. The “Effective
  date” indicates the latest revision. Material changes will be communicated via our
  website/app or email where appropriate.