RETURN &
REFUND
POLICY.

1. Policy Overview

At 99ANNA99, we want you to be happy with what you get. If your order arrives with a defect, damage, or is just plain wrong — we'll replace it or refund you.

Here's the short version:

2. What Can Be Returned

Conditions for all returns

• Return request raised within 7 days of delivery
• Case in original, unused condition (no scratches, no use marks)
• Original packaging retained (bubble wrap, mailer, thank-you card)
• Clear photos submitted showing the defect/damage/wrong item

3. The Custom Order Rule

4. How to Return an Order

For returns based on damage or defects, please email photos to support@99anna99.shop even if you've already messaged us on WhatsApp. This speeds up processing.

5. Refund Timeline & Method

If you paid via UPI

• Refund to the same UPI ID you paid from
• Processed within 5–7 working days of us receiving and verifying the returned item
• Bank clearing times vary — usually 1–3 days after processing

If you paid Cash on Delivery

Since you haven't paid us online, we refund via UPI. Here's how:

• Once we receive and verify the return, we WhatsApp you asking for your UPI ID
• You share your UPI ID (GPay, PhonePe, Paytm, any UPI-enabled bank)
• We transfer the refund within 2 working days of receiving your UPI ID
• We'll share a screenshot of the transfer as confirmation

Partial refunds

In some cases, we may issue partial refunds if:

• The returned case shows signs of use (not returned in original condition)
• Original packaging is missing
• Only part of a multi-item order is returned

6. Replacement Option

Instead of a refund, you can opt for a free replacement of the same item. This usually:

• Takes the same time as a fresh order (7–10 days from approval)
• No additional charges
• For custom orders, we reprint using your approved design — no need to re-approve
• Replacement ships only after we receive the original back

Let us know your preference when you raise the return — refund or replacement. You can change your mind before we process.

7. Order Cancellation (Before Dispatch)

If you haven't received your order yet and want to cancel:

• Within 12 hours of ordering: Easy. WhatsApp us with your Order ID — full cancellation, full refund if UPI paid, or simply cancellation if COD
• After 12 hours but before dispatch (ready-made): Still possible. WhatsApp us — we'll stop the order. No charges
• After printing started (custom orders): Not possible. We've already committed materials and time. Order ships as planned
• After dispatch: Not possible. You'll need to refuse delivery or raise a return after receiving

8. Exceptions & Edge Cases

Items not returnable under any circumstance

• Cases that have been used for more than 7 days
• Cases with signs of use — scratches, dirt, adhesive residue
• Tempered glass screen protectors (hygiene reasons — they're unreturnable once unpacked)
• Items purchased through third-party marketplaces (contact the marketplace, not us)

Courier loss / damage in transit

If your package arrives opened, tampered, or damaged, please don't accept delivery. Ask the courier to mark it as "damaged" and refuse the parcel. Then WhatsApp us with your Order ID — we'll reship at no cost.

Lost packages

If tracking shows your package as "delivered" but you haven't received it:

• Check with your building security, neighbours, or family members
• Contact the courier directly using the tracking number
• If still unresolved after 48 hours, WhatsApp us — we'll investigate with the courier and, if needed, reship or refund

Repeated COD refusal

If you refuse delivery without valid reason (case arrives fine but you decide not to pay), we incur round-trip shipping costs. Customers with 2 or more COD refusals may be restricted to UPI-only orders.

9. Contact Us About a Return

We aim to resolve all return requests within 48 hours of receiving your message. If you haven't heard back in 48 hours, please follow up.

This policy is effective as of 1 April 2026 and was last updated on 18 April 2026.