No Refund, Cancellation &
Logistics Liability Policy
Please read this policy carefully before placing any order, topping up your wallet, or integrating our custom apparel API. Because all goods are custom-manufactured on demand and transit is executed by independent third-party logistics partners, specific non-negotiable terms apply.
100% Non-Refundable
Custom-made apparel cannot be restocked, repurposed, or refunded once produced.
Logistics & Courier Theft
Buyers choose third-party couriers. NexelPrint is strictly not liable for courier theft or transit loss.
Mandatory Unboxing Video
Continuous 360° uncut unboxing video is required within 24 hours for any defect or shortage claim.
Strict No-Refund Policy on Custom Manufactured Goods
NexelPrint operates exclusively as a custom B2B apparel manufacturer and automated on-demand print facility. Every single garment (including but not limited to 180 GSM/240 GSM T-shirts, oversized streetwear, polo shirts, 350 GSM fleece hoodies, 320 GSM sweatshirts, caps, and tote bags) is customized, printed, tagged, and packed on-demand based on the individual specifications, custom artwork, sizing, and colors chosen by the buyer.
Because customized merchandise is bespoke and created specifically to your personal or brand specifications, it possesses zero resale value to any third party and cannot be restocked, returned to inventory, or repurposed under any circumstances. Consequently, all purchases, advance production deposits, wallet debits, and bulk payments are 100% final and non-refundable once manufacturing has commenced.
We do not accept returns or refund requests arising from:
- Customer change of mind, buyer remorse, or over-ordering.
- Incorrect size selection by the buyer or end-customer (size charts with exact centimeter measurements are published on every product page).
- Low-resolution, blurry, pixelated, or color-mismatched artwork uploaded by the buyer (all files are printed as submitted).
- Failure of the buyer's own customer to accept delivery or pay for Cash on Delivery (COD).
Third-Party Logistics, Courier Theft & Transit Liability Disclaimer
At checkout and in the API, buyers are provided with multiple independent third-party logistics aggregators and courier options (such as Delhivery Surface, Delhivery Air, Blue Dart Express, DTDC, Xpressbees, Shadowfax, and Shiprocket) along with their respective rates, estimated transit times, and ratings.
It is solely up to the buyer/seller to choose which delivery partner they want to contract for their shipment.
NexelPrint is an apparel manufacturing and print technology platform, NOT a transportation, courier, or freight carrier company. We do not own, operate, or employ the personnel of independent courier networks.
Transfer of Risk & Courier Theft Clause:
Once a consignment has been manufactured, inspected, packed with tamper-evident packaging, and handed over to the courier partner chosen by the buyer (as evidenced by the carrier pickup scan or physical manifest receipt), all title, possession, and risk of loss, damage, theft, pilferage, and delay in transit passes directly and entirely to the courier company and the buyer.
What NexelPrint is NOT Responsible For:
- •Theft & Pilferage: Theft, tampering, package slashing, or pilferage committed by third-party courier delivery agents, sorting hub personnel, or transit contractors.
- •In-Transit Damage: Water damage, crushing, tearing, or rough handling occurring during freight transportation by the carrier.
- •Fake Delivery Attempts: Courier delivery boys reporting false "Customer not available" or "Door closed" attempts.
- •Courier Delays: Delivery delays caused by weather, road blockages, festive peak freight load, customs checkpoints, or carrier hub bottlenecks.
Our Commitment to Assist: While NexelPrint cannot refund or absorb losses caused by courier theft or carrier misconduct, our team will provide you with all manufacturing handover logs, CCTV packing footage (where available), dispatch weights, and signed handover manifests to enable you to file formal compensation claims, insurance recoveries, and grievances directly against the courier company.
Mandatory 360° Uncut Unboxing Video Requirement
Due to the high incidence of transit tampering and fraudulent claims, a clear, continuous, single-shot, uncut 360-degree unboxing video is strictly mandatory to report any manufacturing defect, physical garment tear, wrong item sent, or missing quantity.
- Packaging Intact at Start: The video must begin showing all 6 sides of the sealed outer courier flyer/carton, clearly showing that the package is unopened and the tamper-evident security seal is unbroken.
- Shipping Label Legibility: The printed AWB barcode and recipient shipping label on the package must be clearly legible on camera for at least 3 seconds.
- Continuous Single Take: The video must be recorded in one single continuous take from start to finish. Videos with cuts, pauses, fast-forwards, transitions, or edited clips will be instantly disqualified.
- Garment Extraction on Camera: The cutting of the parcel, extraction of all garments, and counting of units must happen fully in the camera frame without moving off-screen.
Manufacturing Defects & Free Replacement Protocol
While we enforce a strict no-monetary-refund policy, NexelPrint stands 100% behind our factory production quality. If a genuine manufacturing defect attributable to our factory is verified via a valid unboxing video, we will promptly re-manufacture and replace the defective piece free of cost.
- Physical fabric tear, hole, or stitching unraveling straight from factory.
- Print peeling or cracking immediately upon arrival.
- Severe misprint (wrong design printed or inverted orientation).
- Wrong garment size or color delivered compared to confirmed order specifications.
- Industry-standard 0.5–1.0 inch size tolerance variance in garment dimensions.
- Minor 5–10% RGB-to-CMYK color shift standard in digital textile DTF printing.
- Artwork submitted by the user with typos, spelling errors, or low resolution (below 300 DPI).
- Damages caused after delivery due to improper washing, high-heat tumble drying, or direct ironing over the print area.
Order Cancellation, RTO (Return to Origin) & Wallet Terms
A. Order Cancellation Window
Orders may only be canceled within 30 minutes of placement provided that digital production plates or DTF pet films have not been processed. Once an order changes to "In Production", the blank garment is assigned and printed, and cancellation is strictly impossible.
B. Return to Origin (RTO) & Failed Deliveries
If a shipment is returned to origin (RTO) by the courier due to:
- Incorrect, incomplete, or unserviceable address/pincode provided by the seller/customer.
- Customer phone switched off, uncontactable, or refusing delivery.
- Customer refusal to pay Cash on Delivery (COD) amount.
The return courier freight and subsequent re-shipping charges must be borne entirely by the seller/customer. Returned custom goods are stored in our holding bay for 30 calendar days, after which unclaimed bespoke items are recycled or discarded without compensation.
C. Prepaid Wallet Balances
Prepaid wallet top-up amounts and credits added to your NexelPrint merchant balance are intended solely for production and courier dispatch debits. Wallet credits are non-withdrawable to bank accounts and non-transferable.
Questions Regarding Our Policies?
Our legal and customer operations desk is available Monday through Saturday (10:00 AM – 7:00 PM IST) to assist with any policy inquiries or carrier claim documentation.