Simple returns.
Hassle-free refunds.

We want you to love what you create with us. Because almost everything we make is personalised and produced to order specifically for you, our replacement policy works a little differently from a standard online store. This page explains exactly when a replacement or refund is possible, when it isn't, and how to raise a request.

Please read this alongside our Terms of Service. By placing an order you agree to this policy.

Every photo book, print, and personalised item is custom-made using the images, text, and design choices you upload and approve at checkout. These items cannot be resold or restocked.

For this reason, and in line with the customised-goods exemption recognised under Indian consumer law, we cannot accept returns or offer refunds for personalised products simply because you have changed your mind or no longer want the item. But if there is a damaged item then we will replace it.

We can, however, help in the situations set out in Section 2 below.

We will gladly arrange a replacement or refund if the fault is ours, specifically if:

1. The item arrives damaged or defective (e.g. torn pages, smudged or streaked printing, binding failure, a broken or cracked product).
2. You receive the wrong item or the wrong customisation compared with the design you approved at checkout.
3. The printed product differs materially from the design you approved due to an error on our side (for example, a printing or production fault, not a choice you made).
4. The item is not of satisfactory quality, not fit for purpose, or not as described.

In these cases the resolution is usually a free replacement produced to the same specification. Where a replacement is not possible, we will issue a refund to your original payment method.

We are unable to accept returns or offer refunds in the following cases:

1. Change of mind about a personalised item after it has been produced.
2. Errors in the content you supplied or approved - for example, spelling or grammar mistakes in your captions, wrong dates, the wrong photo placed, or design/layout choices you confirmed at checkout. Please proofread your design carefully before approving it.
3. Low-resolution or poor-quality uploaded images. Our editor warns you before checkout if an uploaded image is too low-resolution for the size it is printed at. If you choose to proceed past this warning, we cannot refund the resulting print quality.
4. Minor colour variation. Screens display colour differently from print, and slight variation between what you see on your device and the final printed product is normal and not considered a fault.
5. Damage caused after delivery by accident, misuse, or normal wear and tear.
6. Gift cards and promotional credit, which are non-returnable and non-refundable.
7. Requests made outside the timeframes set out in Section 5.

Because production begins quickly, cancellation is only possible before your order enters production.

1. You may request a cancellation for a full refund while your order is still in the Order Confirmed.
2. Once your order has moved to In Printing, materials and printing are already committed and the order can no longer be cancelled or refunded.

To request a cancellation, contact us as soon as possible at support@ohmixo.com with your Order ID. We will confirm in writing whether your order qualified for cancellation.

Requests received after these windows cannot be processed.

Please do not send anything back to us before contacting us - unauthorised returns slow down your resolution and may not be accepted.

1. Contact our Customer Care team at support@ohmixo.com (or call +91 70161 30455) within the timeframe in Section 5, quoting your Order ID.
2. Include clear photographs of the issue (and the packaging, if the item arrived damaged). This helps us resolve faults quickly, often without you needing to return anything.
3. We review your request. Our team assesses the issue, usually within 3 working days, and confirms by email whether your request is approved.
4. Resolution. If approved, we will either produce a free replacement and send you a new order confirmation, or process a refund to your original payment method.
5. Returning the item (only if requested). If we ask you to return the item, we will provide instructions. Please obtain proof of postage; we recommend the most economical tracked option.

You will receive an email update at each step of the process.

1. Approved refunds are issued to your original payment method (UPI, card, net banking, or wallet, as applicable).
2. Once your refund is approved, please allow 5-10 working days for it to reflect in your account, depending on your bank or payment provider.
3. Refunds cover the value of the eligible item. Original shipping charges are refunded only where the item was faulty or sent in error.

Goods are considered faulty if they are not of satisfactory quality, not fit for purpose, or not as described. Items damaged by accident, misuse, or normal wear and tear after delivery are not classified as faulty.

If your item is faulty on arrival, contact support@ohmixo.com within 7 days of receipt. Please do not return faulty goods unless we ask you to, as this can slow your resolution. This policy does not affect your statutory rights under applicable consumer law.

If you haven't received an approved refund yet:

1. First check with your bank or card provider - refunds can take time to post officially.
2. If you have done this and still cannot see your refund, contact us at support@ohmixo.com with your Order ID and we will help track it.

Ohmixo Pvt. Ltd. Customer Care
Email: support@ohmixo.com
Phone: +91 70161 30455
Hours: 10:00 am to 7:00 pm

This policy is governed by the laws of India, including the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020. Your statutory rights are not affected by this policy.