Refund policy

Monarchia (monarchia.shop) · Last updated: 31 October 2026

Our pieces are made to order: printed or embroidered for you after you order. Because of that, we can't take back items just because you changed your mind. We will make it right if something is wrong with what we made or sent. This page explains how.

1. What we will fix

You can ask for a replacement, an exchange or a refund if:

  1. Defective or damaged item: print or embroidery fault, stitching or fabric defect, or damage in transit.
  2. Wrong item: wrong design, colour, size or product versus what you ordered.
  3. Size exchange: the size doesn't fit. You can swap it for another size, subject to the conditions below.
  4. Missing item in a multi-item order.

2. What we can't take back

  • Change-of-mind returns, or colour/fit preferences, on made-to-order items. (A size exchange under 1.3 is still available.)
  • Items that have been worn, washed, altered or stained, or that have no original tags or packaging.
  • Damage caused after delivery (wear and tear, incorrect washing).
  • Slight colour differences due to screen settings, and natural variation in print or fabric. These are not defects.
  • Claims raised after the 7-day window in section 3.

This does not limit any rights you have under the Consumer Protection Act, 2019.

3. How to raise a request

  1. Email support@monarchia.shop within 7 days of delivery, with your order number.
  2. For damage, defects, wrong or missing items, send clear photos and the unboxing video. Open the sealed parcel on camera with the shipping label visible. This lets us claim from the courier and approve you faster.
  3. For a size exchange, tell us the size you want. Exchanges depend on availability.
  4. We reply within 12 hours. If approved, we explain the next step.

4. Who pays shipping

  • Defective, damaged, wrong or missing item: we bear the cost of pickup and re-shipping.
  • Size exchange: the customer pays the shipping for the exchange (pickup and re-shipping). The shipping charge is shown before we arrange the exchange.

5. Replacement or refund

  • For defective, damaged or wrong items we first offer a replacement (made fresh, so allow production time again). If a replacement isn't possible, or you prefer, we refund.
  • For size exchanges, if your size isn't available we will offer another size or a refund.

6. Refunds: how and when

  • Refunds go to your original payment method (UPI, card, net banking), once we approve your claim or receive and check the returned item.
  • We start the refund within 3 business days of approval. Your bank or PhonePe may take a further 5–7 business days to show it.
  • COD orders: refunds are sent by bank transfer or UPI. We will ask for your account or UPI details and may verify them.
  • Shipping charges are refunded only if the problem was our error.
  • We do not charge a COD fee.
  • If a payment was deducted but no order was created, the payment gateway usually auto-reverses it within 5–7 business days. If it doesn't, email us the transaction ID.

7. Not happy with our decision?

Write to our Grievance Officer. Details are on the Contact Information page. We acknowledge complaints within 48 hours and aim to resolve them within one month.

8. Cancellation

Every piece is made to order, so timing matters. Once we start printing or embroidering, it can't be undone.

8.1 When you can cancel

  • Before production starts: cancel for a full refund. Production usually starts about 12 hours after order confirmation, so please write to us as early as you can.
  • After production has started or the order has shipped: we can't cancel it. You can still ask for a replacement, exchange or refund under sections 1–6 above if the item is faulty, damaged or wrong.

We do not charge a cancellation fee when you cancel within the window above.

8.2 How to cancel

Email support@monarchia.shop as soon as possible with your order number and "Cancel order" in the subject. We reply within 12 hours. A cancellation is only effective once we confirm it in writing.

8.3 Changing an order instead

Need a different size or address? Tell us before production starts and we'll update it if we still can.

8.4 Refund for cancelled orders

  • Prepaid orders (UPI, cards, net banking): refunded to the original payment method. We start the refund within 3 business days of cancellation, and your bank or PhonePe may take a further 5–7 business days to show it.
  • COD orders cancelled before dispatch: nothing to refund.
  • COD orders refused at the doorstep: see our Shipping Policy.

8.5 Cancellations by us

We may cancel an order if an item can't be made, there is a stock or file problem, there is a pricing error, the address can't be served, we can't confirm a COD order, or we suspect fraud. You will be told, and any payment made will be refunded in full.

9. Contact

support@monarchia.shop. We reply within 12 hours.