1. Order Cancellation Policy

1.1 Before Production Begins

• Orders may be cancelled before artwork approval or vendor PO creation.

• In such cases, any advance amount will be refunded after deducting administrative or processing charges (if applicable).

1.2 After Artwork Approval / Production Start

• Once artwork, specification, or purchase order is approved, cancellation is not permitted.

• Any cancellation at this stage will incur 100% production charges, as materials and resources are already allocated.

1.3 Customized / Made-to-Order Items

All printing, packaging, signage, branding, and promotional products are custom-made; therefore:

• Cancellations are not allowed after production approval.

2. Refund Policy

2.1 Situations Eligible for Refund

A refund is applicable only if:

• Wrong product delivered (not matching order/approved sample).

• Major manufacturing defects confirmed by Softberry QC.

• Order cancelled by Softberry due to vendor unavailability or production failure.

Refund amount will be processed only after:

• Complete inspection

• Photo/video verification

• Return of delivered material (if required)

2.2 Non-Refundable Situations

Refunds are not applicable in the following cases:

• Incorrect specifications/artwork shared by the client

• Colour variations within acceptable printing standards

• Delays caused by client approval pending

• Delay due to logistics partners, weather, strike, or force majeure

• Minor variations in size, colour, material, or finishing common to printing processes

• Change of mind after production approval

3. Replacement Policy

Softberry may offer replacement or re-production if:

• Quality issues are verified by our QC team

• Product does not match the approved sample or specification

Replacements are not offered for:

• Incorrect input shared by the client

• Issues reported after 48 hours of delivery

4. Reporting an Issue

All claims must be raised within 48 hours of delivery with:

• Photos/videos of defects

• Order/Deal Number

• Invoice copy (if applicable)

Send your claim to:
Email: info@softberry.in

Claims raised after 48 hours will not be eligible for refund/replacement.

5. Processing Time

• Refunds, if approved, will be processed within 7–10 business days.

• Replacements will be scheduled based on production timelines and material availability.

6. Mode of Refund

Refunds will be issued only via:

• NEFT/RTGS bank transfer to the original payer

• Credit note (if preferred by the customer)

No cash refunds are provided.

7. Force Majeure

Softberry is not liable for delays, cancellations, or failures caused by circumstances beyond control, including:

• Natural disasters

• Logistics disruptions

• Power failure

• Political disturbances

• Strikes or lockdowns

8. Final Decision

Softberry reserves the right to make the final decision regarding refunds, cancellations, or replacements after reviewing the case and documentation.