Refund & returns

Each piece is handmade to order. We can't restock returns the way a factory can — but we want you happy with what you receive. Here's how we handle it.

Damaged on arrival

If a piece arrives damaged, write to hello@poomade.in or on WhatsApp within 48 hours of delivery with photos. We send a replacement free or refund the affected pieces in full. We pay return shipping if a return is needed.

Changed your mind

• Direct-buy items (return gifts, decor, keychains): we accept returns within 7 days of delivery if the piece is unused and in original packaging. Refund processed within 10 business days. Customer pays return shipping.
• Custom-colour orders, hampers, and bulk packs (50+): non-returnable. We sample one piece for orders of 100+ before production — that's your sign-off moment.

Refund timelines

Once we receive the returned piece (or accept a damage claim), refunds are issued to the original payment method via Razorpay within 5–10 business days. Bank processing may add 2–3 days more.

Cancellations

Orders can be cancelled for a full refund up to 24 hours after payment. After that, we've usually started production — cancellation refunds 50%. Hamper orders cancellable up to 7 days before the scheduled ship date.

How to start a return

Email hello@poomade.in with your order number, photos, and a sentence about what happened. We reply within one business day with next steps.