Support
Return Request
Tell us about the item you would like to return.
Before you request a return
Have your order reference, purchase email and product details ready. Describe the reason for your request so the conversation has the right context.
Request a return within 7 days of actual delivery of your order. If the item is damaged or defective, tell us within the same 7 days. For any other reason, such as a change of mind or an item ordered by mistake, the item must be new, unused, in its original packaging and in a condition we can resell.
Personalised or custom-made products, clearance or sale items, and items that have been used or damaged by the customer cannot be returned for a change of mind. If any item arrives defective or damaged, tell us within 7 days.
Prepare your request
Include the item name and quantity. If the item arrived damaged or differs from your order, describe what you received and include your order number and photographs. Keep the original packaging.
Review and next steps
This form sends a request to the support team. It does not automatically approve a return or create a shipping label. After approval, we email the return address and instructions. For damaged or defective items, we may arrange collection where available.
Once the returned item reaches us and has been inspected, we email you to approve or decline the request. You can also write to us at hello@getinfinote.com.
Refunds and exchanges
Approved refunds are paid to the original payment method within 5 to 7 working days of the item being received and inspected. Your bank may take a further 2 to 3 business days to show the credit.
If an item arrives damaged or defective and you tell us within 7 days, we replace it or refund it, and Infinote pays the return shipping. For any other reason, you pay the return shipping and the original shipping charge is not refunded.
For international orders, an item damaged or lost in transit receives a full refund including shipping. For other reasons, shipping is not refunded.
An order that has not yet shipped can be cancelled instead of returned. See the cancellation question below.
Return questions
Check these topics before submitting your request.
Can I return a personalised item?
Not for a change of mind. If a personalised or custom-made product arrives damaged or defective, tell us within 7 days and we will replace it or refund it.
Who pays for return delivery?
Infinote pays when the item is damaged or defective. In every other case the customer pays.
When will a refund arrive?
Within 5 to 7 working days of the returned item being received and inspected, to the original payment method. Banks may take a further 2 to 3 business days.
Can I cancel an order instead?
Yes, before dispatch. Email hello@getinfinote.com or WhatsApp +91 99015 70710. After shipment, use the return process. If you paid online through Razorpay and cancel before dispatch, we deduct only the actual payment-gateway charge incurred for your transaction that Razorpay does not return. This is approximately 2% plus applicable GST on the fee (about 2.36% at 18% GST); the charge may vary by payment method. If Infinote cancels, nothing is deducted.
Can I exchange a colour or item?
Damaged or defective items may be replaced when reported within 7 days of actual delivery. For a change of colour or item, request an eligible return within 7 days and place a new order. Change-of-mind items must be new, unused, in their original packaging and resellable; personalised, sale and clearance items are excluded.
