Policies

Cancellation & Refund

Last updated: 7 September 2026

We want you to love your Momento. Because our products are collectible and made-to-order, please read this policy carefully before you buy.

Cancellations

  • You may cancel an order at any time before it has been collected by the courier service. Contact us as soon as possible with your order reference and we will cancel it and refund you in full.
  • Once the parcel has been handed over to / collected by the courier, the order can no longer be cancelled.
  • Cash on Delivery orders: you have paid nothing at the time of ordering, so a cancellation before dispatch simply closes the order — there is no refund to process.

Refunds

Refunds are issued only in exceptional circumstances, namely:

  • the item arrived with a printing defect (for example, a misprinted or incorrectly printed momento); or
  • you received the wrong order or wrong item.

Card packs are non-refundable. Because the cards in every pack are completely random — there is no fixed or guaranteed selection — all card pack sales are final and cannot be refunded or exchanged based on which cards you receive.

Not eligible for a refund

  • Damage caused during courier transit is not eligible for a refund.
  • Refused Cash on Delivery parcels. Refusing to accept or pay for a COD parcel at the door is not a cancellation; the return shipping is borne by us and we may decline Cash on Delivery on your future orders.
  • Change of mind, or dissatisfaction with the specific cards pulled from a pack.
  • Minor variations in colour or finish between what appears on screen and the printed product — momentos are custom-designed prints and slight variation is normal.

How to claim a refund

For an eligible printing defect or wrong-order claim, please contact us within 48 hours of delivery with:

  • your order reference, and
  • clear photographs showing the defect or the incorrect item.

Once your claim is reviewed and approved, we will offer a replacement or a refund. Approved refunds on prepaid orders are processed to your original payment method via Razorpay, typically within 5–7 business days of approval. The time for the amount to reflect in your account depends on your bank or card issuer.

For an approved refund on a Cash on Delivery order, there is no original online payment to reverse, so we refund the cash you paid by UPI or bank transfer to an account in your name, typically within 5–7 business days of approval. We will ask you for those details when the claim is approved — we never ask for your card number, PIN, OTP or full banking credentials.

Questions

Email siddharthmahajan@arksoft.xyz or call +91 70182 27240.