Return & Refund Policy – EU & Australia

At Shunya Creation, all products are made-to-order and custom-printed specifically for you. We are committed to full compliance with consumer protection laws applicable in the European Union and Australia, while being transparent about the nature of our print-on-demand products.

🇪🇺 EU Customers – Your Statutory Rights

Under the EU Consumer Rights Directive, you have the right to withdraw from a distance contract within 14 days of receiving your order — however, this right does not apply to goods that are clearly personalised or made-to-order. As all Shunya Creation products are custom-produced upon ordering, the 14-day withdrawal right does not apply under Article 16(c) of the Directive.

Your statutory rights for faulty, damaged, or misdescribed goods are fully preserved under EU law (2-year legal guarantee). If your product arrives defective or not as described, you are entitled to a repair, replacement, or refund.

🇦🇺 Australian Customers – Your Statutory Rights

Under the Australian Consumer Law (ACL), our products come with guarantees that cannot be excluded. If a product has a major failure, you are entitled to a replacement or refund. For minor failures, we may repair or replace the item. These rights apply in addition to our store policy below.

✅ Eligible Claims (All EU/AUS Customers)

We will offer a free replacement or full refund in the following cases:

  • The product arrives physically damaged or defective
  • You received the wrong item — wrong product, size, or design
  • There is a significant print quality issue — major misprint, incorrect design, or severe colour deviation
  • The item is missing from your package
  • Your package is lost in transit

❌ Non-Eligible Cases (Store Policy)

  • Wrong size selected at checkout — please refer to our size guide before ordering
  • Minor colour variations due to screen/monitor calibration differences
  • Slight print placement variations within standard tolerance (under 0.5 inches / ~1.5 cm)
  • Incorrect or incomplete shipping address provided by the customer
  • Claims raised beyond 30 days of confirmed delivery (subject to statutory rights)
  • Change of mind or preference-based returns (excluded as made-to-order goods)

📋 How to Submit a Claim

  1. Email us at shunyacreation@zohomail.in within 30 days of delivery.
  2. Use the subject line: Claim – [Your Order Number]
  3. Attach clear photos or a short video of the issue.
  4. Include your order number, full name, and delivery address.
  5. We will review and respond within 2–3 business days.

Note: Claims without adequate photo or video evidence cannot be processed.

🔄 Resolution Options

  • Replacement: A new item will be produced and shipped at no cost to you.
  • Refund: If a replacement is not feasible, a full refund will be issued to your original payment method within 7–14 business days of approval.
  • Refunds for EU customers will be processed in accordance with the EU Consumer Rights Directive timelines (within 14 days of the agreed resolution).

🚫 Cancellations

Orders may be cancelled within 24 hours of placement before production begins. To cancel, email shunyacreation@zohomail.in immediately with your order number. Once production has commenced, cancellation is not possible as the item is custom-made for you.

📦 Lost Packages

If your tracking shows no movement for more than 30 days (EU) or 20 business days (Australia) beyond the estimated delivery date, please contact us. We will investigate with the carrier and offer a replacement or refund if the package is confirmed lost.

ℹ️ Statutory Rights Notice

Nothing in this policy limits or excludes any rights you may have under applicable EU member state law, the Australian Consumer Law, or any other applicable consumer protection legislation. This policy is in addition to, and does not affect, your statutory rights.

Questions? Contact us at shunyacreation@zohomail.in — we typically respond within 1–2 business days.