Refund & Exchange Policy
Refund & Exchange Policy
We put our heart into every product we make. This policy exists to protect both you and us — so genuine issues are resolved quickly, and the brand you love stays healthy enough to keep creating for you.
We will always make it right — when it's genuinely our fault.
Peeperly is a small, design-led brand. Every case is made on demand, crafted with care, and shipped to you directly. We are not a large corporation with unlimited margins — we are a team that genuinely believes in what we make, and we stand behind every product we ship.
If we make a mistake — wrong product, damaged in transit, a genuine defect — we will fix it. Fully. No questions asked. We will send you the right product at zero cost, or give you store credit to choose something you love.
What we cannot absorb is a refund back to a payment method when there is nothing wrong with the product itself. When a ₹1,499 case is returned simply because a customer "isn't satisfied" — with no defect, no wrong delivery, no quality failure on our part — the reverse logistics, payment gateway charges, and restocking costs can consume most of what we earned on that order. Each such refund directly reduces what we can invest in new designs, better materials, and faster shipping for every customer.
We trust our customers. We simply ask that you trust us back — and give us the chance to resolve any real concern before requesting a return.
Our product images, descriptions, and device compatibility information are detailed and accurate. Please review everything carefully before placing your order. By shopping with Peeperly, you agree to the terms of this policy.
Valid Reasons for Return or Exchange
We offer a 3-day exchange or store credit window from the confirmed date of delivery — strictly for the following reasons:
- Product received is damaged or defective (print issue, broken material, manufacturing fault)
- Wrong product or device model delivered due to an error on our part
- Product is missing from the package
Not Eligible for Return, Exchange, or Refund
The following situations are not covered under any circumstance:
- Change of mind or "not satisfied" — our product images, materials, and descriptions are shown clearly on the product page. What you see is exactly what you receive.
- "Doesn't justify the price" — our pricing reflects design, quality materials, and made-on-demand craftsmanship. Subjective value opinion is not a valid return reason.
- Customer ordered the wrong device model or wrong product
- Product has been used, opened from packaging, or shows signs of wear
- Products priced at ₹599/- or below
- Orders placed during any sale, BUY1 GET1, or promotional offer
- Products purchased using store credits or received as part of a prior replacement
- Claims raised after 3 days of the confirmed delivery date
- Claims submitted without unboxing video and photo proof
Why We Don't Issue Bank Refunds as a Default
Most phone case brands in India — including brands you know and shop from — do not offer refunds back to the original payment method for subjective reasons. We follow the same standard.
When a bank refund is processed, we bear the cost of the product, reverse shipping (₹80–150/-), payment gateway reversal fees, and any COD handling charges. On a ₹999–₹1,499 case, this can mean a net loss on the order — not just zero profit.
Bank refunds at Peeperly are reserved for one situation only: when a confirmed defective or wrong product was delivered, a replacement has been dispatched, and it is also unavailable in stock. In that case, and only that case, a full refund to your original payment method will be processed within 48–72 hours of quality check clearance.
For COD orders, a deduction of ₹60–99/- applies to cover handling charges even in eligible cases.
How the Process Works
Raise a Request Within 3 Days of Delivery
Email support@peeperly.in with your order number, clear photos of the product received, and an unboxing video showing the issue from the moment you open the package.
No video or photo proof = claim cannot be processed. No exceptions. This protects both you and us from disputes.
We Review Within 24–48 Business Hours
Our team reviews your request Monday–Saturday, 10 AM–5 PM. If the claim is valid, we approve a reverse pickup within 1–2 working days. Please ensure the product is in its original packaging with the invoice included.
Reverse pickup must be completed in a single attempt. A missed pickup requires re-scheduling at a ₹99/- charge or self-courier to our warehouse.
Resolution After Quality Check
Once the returned product reaches our warehouse and passes quality inspection, we resolve as follows:
Free Replacement or Store Credit
Your choice — we ship the correct product at zero cost, or issue full store credit so you can pick something you love.
Replacement → Store Credit → Bank Refund
We dispatch a replacement within 3–5 working days. If unavailable, full store credit is issued. Bank refund only if both options are not possible.
Free Dispatch of Missing Item
We ship the missing product immediately upon verification, at no additional cost to you.
Not Eligible
Subjective dissatisfaction is not a valid return reason. Our product pages show exactly what you receive — in material, design, and finish.
Additional Conditions
- Only hand over products for which a return has been approved. Any additional items sent will be returned without liability on our part.
- If you placed an incorrect order (wrong model, wrong device), you are responsible for return shipping costs, or a ₹99/- fee applies for redelivery of the correct product.
- Orders cannot be cancelled or modified once dispatched. After delivery, the 3-day window applies.
- For pre-dispatch cancellations, request must be raised within 24 hours of placing the order.
- Products purchased on store credits or received as replacements are final — no further exchange or return is applicable.
- Sale items, BUY1 GET1, and promotional orders are final sale. No exceptions.
- We strongly recommend recording your unboxing on video for every Peeperly order. It is the single most effective way to resolve any dispute quickly in your favour.
Quick Reference
| Situation | Resolution |
|---|---|
| Wrong product delivered by Peeperly | Free Replacement or Store Credit |
| Damaged / defective product (with proof) | Replacement → Store Credit → Refund |
| Item missing from package (with proof) | Free Dispatch of Missing Item |
| Change of mind / "not satisfied" | Not Eligible |
| "Doesn't justify the price" | Not Eligible |
| Customer ordered wrong model | Not Eligible |
| Sale / BUY1 GET1 / promotional order | Not Eligible |
| Product priced ₹599 or below | Not Eligible |
| No unboxing video or photo submitted | Cannot Be Processed |
| Claim raised after 3 days of delivery | Not Eligible |
Reach Us
We're here when you need us.
Monday – Saturday | 10:00 AM – 5:00 PM
Email support available after hours.
