REFUND & CANCELLATION POLICY

1. Refund Policy Introduction

THE MARSHANS sells precision 3D-printed creations crafted using both Fused Deposition Modeling (FDM) and Photopolymer Resin (SLA/DLP/MSLA) technologies. Our product catalog comprises:

• Ready-Made & Standard Products: Finished stock items manufactured according to uniform studio specifications.
• Made-to-Order Products: Catalog designs produced on-demand after an order is placed and scheduled in our print queue.
• Custom & Bespoke Prints: Tailored pieces personalized with customer names, unique colorways, specific dimensions, or fabricated directly from customer-uploaded CAD/STL files via our Custom Forge studio.

Because additive manufacturing involves individual machine runtimes, polymer curing, and manual post-processing, refund, return, and cancellation eligibility depends on the nature of the product, the specific reason for the request, the production phase of the order, the condition of the item, and applicable Indian consumer protection laws.

2. Quick Refund Overview

The table below outlines our standard resolution pathways for common situations. This matrix is provided for quick reference and does not alter your statutory rights.

3. Standard Ready-Made Products

For standard, non-personalized catalog products:

• Reporting Window: If you identify an issue or seek a return for an eligible standard product, you must contact our customer support team within 7 days of recorded delivery.
• Condition of Returned Goods: Items must be returned in their original, unused condition, complete with all original protective packaging, accessories, foam inserts, cables, and documentation.
• Post-Delivery Damage: Damage resulting from drops, accidents, excessive heat exposure, chemical cleaning, or deliberate tampering after successful delivery is not eligible for return or refund.

4. Custom & Personalized Products

Custom products are built to unique customer specifications, including custom names, uploaded STL/3MF files, specialized dimensions, or bespoke finishes.

5. Made-to-Order Products

Made-to-order catalog pieces (such as intricate LUMO ambient lamps or multi-part Darshanam shrines) are queued for fabrication upon order placement.

If a cancellation request is received while the order is queued (before material setup and slicing execution), we will cancel the order and issue a full refund. If printing has already commenced, cancellation will be evaluated based on the progress of manufacturing, material consumption, and whether components can be inventoried for future orders.

6. FDM 3D Print Quality Guidelines

Fused Deposition Modeling creates three-dimensional forms by extruding layer upon layer of thermoplastic filament. We pride ourselves on printing at ultra-fine 0.12mm to 0.20mm layer heights on calibrated studio machines.

7. Resin 3D Print Quality Guidelines

Photopolymer resin printing achieves museum-grade detailing and ultra-smooth finishes. We carefully distinguish authentic defects from natural light-cured characteristics:

8. Items Damaged in Transit

We wrap and crate every product with heavy-duty shock absorption, but parcel carriers may occasionally mishandle packages during domestic transit.

9. Wrong or Missing Items

In the unlikely event that your delivery contains an incorrect model, incorrect color variant, or is missing a secondary component:

• Contact support within 7 days of delivery with your Order Number and photos of the delivered parcel contents.
• We will promptly dispatch the missing item or correct product via express shipping at our sole expense.
• If the correct item is out of production or cannot be manufactured, you may elect for a full refund or store credit.

10. Materially Non-Conforming Products

A product is considered "materially non-conforming" if it substantially differs in size, functionality, geometry, or material from what was advertised or explicitly contracted in a custom quote.

If a product suffers from material non-conformance, you are entitled to request an immediate review. THE MARSHANS will evaluate the discrepancy against the product listing or custom fabrication order records, and provide a full replacement reprint, free repair, or complete refund.

11. Change of Mind Requests

We handle change-of-mind requests fairly while protecting the viability of bespoke manufacturing:

• Standard Ready-Made Catalog Items: May be accepted for return or exchange within 7 days of delivery, provided the item remains unused, intact, in original packaging, and passes warehouse quality inspection. Return shipping costs for change-of-mind returns are borne by the customer.
• Custom & Made-to-Order Prints: Once physical printing or material preparation has started, change-of-mind returns cannot be accommodated due to the bespoke nature of the item.
• Statutory Rights Intact: Nothing in this clause limits statutory consumer remedies for defective, damaged, or non-conforming products.

12. Cancellation Before Production

If you placed an order in error and wish to cancel before manufacturing begins:

1. Send an urgent email to official@themarshans.shop with the subject line: URGENT: Order Cancellation - Order Reference Number.
2. State your full name, order number, and cancellation request.
3. If your order has not yet been sliced, queued, or dispatched, our team will cancel the order immediately and issue a 100% refund.

13. Cancellation After Production Starts

Once a 3D printer has commenced extruding or photopolymer resin exposure has started, raw materials, energy, and machine capacity have been permanently dedicated to your order.

Consequently, cancellations requested after production has commenced may be restricted or subject to deduction of direct customization and material costs incurred up to that point. However, this does not affect your right to reject a product if it turns out to be defective, damaged, or non-conforming upon arrival.

14. Refund Method & Processing

All approved refunds are credited back to the original payment source utilized at checkout:

• UPI Payments: Credited directly to the originating Virtual Payment Address (VPA) / linked bank account.
• Debit / Credit Cards: Credited to the issuing bank card account.
• NetBanking: Reversal processed to the bank account from which funds were debited.
• Cash on Delivery (COD) Returns: If a return is approved for a COD order, refunds are transferred via direct NEFT/IMPS bank transfer or UPI transfer upon provision of verified customer bank account details.

15. Refund Amount & Itemization

The calculated refund amount depends directly on the legal and operational grounds for the return:

16. How to Request a Refund or Replacement

To initiate a claim, please follow this straightforward step-by-step process:

17. Refund & Quality Review Process

When a refund or replacement request is submitted, our goal is a constructive, fair, and swift resolution. Our quality review includes examining:

• Digital slicing logs and print monitoring telemetry for the specific machine batch;
• Photographic and video documentation submitted by the customer;
• Carrier delivery scans and transit condition reports;
• Approved customization specifications and submitted CAD files.

We treat every customer inquiry with respect and seek prompt resolution without unnecessary bureaucracy.

18. Protection Against Fraudulent Claims

To protect the integrity of our studio and ensure fair prices for all genuine collectors, THE MARSHANS reserves the right to decline claims where an investigation reveals intentional customer damage, fraudulent tampering, false claims of non-receipt despite verifiable biometric/OTP delivery proof, or abusive patterns of serial chargebacks.

19. Statutory Consumer Rights