Shipping & Returns

Custom Clans is currently shipping all over India. We do not ship international orders fornow.
At Custom Clans we understand how important it is to receive your purchased products in the finest condition, and on time. Know this – we work around the clock to try and get you your products in the shortest time frame possible.
You can reach us at support@customclans.com customer support helpline: WhatsApp: +91 9028089262 between Monday – Friday, 11:00am – 8:30pm in case of any queries. We strive to answer & fix all queries within 24 hours.

Shipping Duration:

Shipping duration depends on the delivery pin code.
We deliver all products within 2-10 working days once the order is confirmed.
All our products are shipped out between 1 - 10 working days depending on the products.
In situations beyond Custom Clans’ control, there may be circumstances, which cause a delay. In such cases, Custom Clans will ensure delivery in the earliest possible timeframe.
Please understand we Hand over the products to the Courier company like Bluedart, Delhivery, Expressbees, Ecom express, EKart etc which will deliver quickly to your address.
Sometimes there is a delay from Courier's end which is not in our hands but we will try our best to check on the same and try our best to get this delivered.

Shipping Charges:

80 Rs Shipping within India for Prepaid orders on orders below 1000.
On orders 1000 and above Free Shipping on Online Payments.
COD charges 100 Rs if Opted for COD. Out of the total payable 200 has to be paid in advance! Please note 200 rs paid is non refundable in nature as it is used for covering delivery and COD charges.

Replacement & Exchanges:

At Custom Clans we make sure all the products reach safely and on time.For your order to qualify as a Replacement or exchange:

You must raise a request by emailing us on support@customclans.com within 48 hours of receipt of your order.
Product packaging, labels & tags must not be tampered with. Always take a video while opening the parcel. Which will be considered as a proof. Claim your exchange within 2 days of receiving parcel. To be eligible for a exchange, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Exchanges will be processed only once the product has been received in our warehouse and has been checked for quality.
Refunds will only be processed for damaged or defective products in the form of store credit only if the product is not available with us as we have only a replacement policy. The refund will be processed in 7-10 working days.
Please note the shipping charge will not be refunded.
For prepaid orders, in case of order cancellations or orders that go to abandoned carts, refunds will be processed back to the same payment method via the payment gateway.
Timeline for the same would be 7-10 working days but if product is shipped and the order is canceled shipping charges will not be refunded if it is COD or prepaid order.
Once you have requested for a replacement / exchange the product must be shipped within 3 to 4 working days and tracking must be shared on email.
Please note return Shipping charges will be borne by the customer and not the company.
Most importantly we do not accept returns on customers' likes or dislikes. Replacement of the same product is only accepted if product is wrongly received or damaged when received

Cash On Delivery:

To avail COD Service, all items in the cart should be applicable for COD.
In case your pin code is not serviceable
You cannot open the box without making the payment at the time of delivery
If the product or packaging has been tampered with, do not accept the order
No credit/debit cards are accepted at the door under the Cash on Delivery method
NO COD Available on personalized items.

How do I know if my area is serviceable or not? Can I opt for Cash On Delivery payment in my area?

What if you receive products that are damaged?

In extremely uncommon situations where your item arrives in poor condition, our customer support team will request additional evidence to begin the process of providing a replacement or store credit for you. This evidence should include photographs, unedited unboxing videos with no interruptions, product descriptions, and any other relevant materials, all submitted within 48 hours after the product’s delivery. This information will be used to confirm that the item indeed arrived damaged, and upon inspection, we will proceed with issuing a refund.

Under what circumstances are refunds not available?

Refunds will not be granted in cases where:

The customer no longer wants the item after receiving it. We do not accept returns solely based on a change of mind.
Items that match their provided description and specifications are not eligible for return or refund under this policy.
Personalized products, including items like passport covers and customized mobile cases, as well as especially made-to-order products, are not eligible for refunds.
Products in the categories of Personal Care, Skincare, and Mugs/Sippers, where hygiene is a concern, cannot be replaced or refunded.

Under what circumstances can you qualify for a refund?

Automatic Refund for Undelivered Orders: If your order has not been delivered within 45 days from the date of your order, you are eligible for an automatic refund.
Prepaid Order Cancellation or Unavailability: In cases where a prepaid order is canceled by the customer after dispatch or if the customer is unavailable to accept the delivery, a refund will be processed once we receive the product back. Please keep in mind that both forward and reverse shipping charges will be deducted from the final refund amount.
Damaged Product in Transit: If it can be proven that the product was damaged during transit and the evidence provided by the customer (including photos and unedited unboxing videos without interruptions) is accepted within 48 hours after the product is delivered, we will initiate a return pick-up and conduct a quality check. This check will assess whether the product was unused, tampered with, or if it lacks any required tags. After passing the quality check, we will initiate a replacement
Customer-Requested Replacement or Exchange: If a customer wishes to replace or exchange a product for any reason, they will be responsible for shipping the product back to us. Please note that the customer will bear the delivery charges for returning the product.
Items that match their provided description and specifications are not eligible for return or refund under this policy.
Personalized products, including items like passport covers and customized mobile cases, as well as especially made-to-order products, are not eligible for refunds.
Products in the categories of Personal Care, Skincare, and Mugs/Sippers, where hygiene is a concern, cannot be replaced or refunded.

Important Note: The refunded amount will not include the shipping charges incurred when
placing the original order.

Cancellations:

The whole order amount will be refunded if the order is cancelled, lost or undelivered to your preferred location. We can only cancel the order if the product is not shipped yet from our store. Once the shipping label is generated that means we have already packed and paid the shipping charges to the courier company.
Custom Clans reserves the right to cancel any order without any explanation for doing so, under the circumstances where the requirement could not be met. The company will ensure that any communication of cancellation of an order or any applicable refund will be made in a reasonable time.For Every Cancellation from customers end in case of Prepaid Shipments total of 130 Rs will be deducted.

Returns:

Our policy has no return policy however if there is any manufacturing defect in the product, we replace the product however same must be notified within 1 day of receipt of the product. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers, or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

Additional non-returnable items:Gift cards Downloadable software products Some health and personal care items To complete your return, we require a receipt or proof of purchase. Please do not send your purchase back to the manufacturer. There are certain situations where only partial refunds are granted (if applicable) Book with obvious signs of use CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened Any item not in its original condition, is damaged or missing parts for reasons not due to our error Once inspected we will replace or refund according to company’s policy. Refunds (if applicable) Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. Late or missing refunds (if applicable) If you have not received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at support@customclans.com. Sale items (if applicable) Only regular priced items may be refunded, unfortunately sale items cannot be refunded. Exchanges (if applicable) We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at support@customclans.com and send your item to: Mata Mandir Rd, in front of Nagpur dairy, beside choti lahori, Dharampeth, Nagpur MH, India – 440001. Shipping To return your product, you should mail your product to: Mata Mandir Rd, in front of Nagpur dairy, beside choti lahori, Dharampeth, Nagpur MH, India – 440001 You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. Depending on where you live, the time it may take for your exchanged product to reach you,may vary.

If you are shipping an item over 500, you should consider using a trackable shipping service or purchasing shipping insurance. We do not guarantee that we will receive your returned item.