Effective Date: June 2025  |  Last Updated: June 2025

At Posterwa, we make unofficial fan art merchandise made by fans, for fans. Every order we ship is packed with care. However, we understand that sometimes things go wrong in transit or at our end, and we want to make that right, quickly and fairly.

This policy explains exactly what we cover, what we do not cover, and how to raise a claim. Please read it fully before reaching out to us.

1. Quick Reference Summary

Use this table to quickly find out if your situation is covered and what you can expect.

2. Return and Refund Window

All return and refund requests must be raised within 7 (seven) calendar days of the date of delivery of your order. The delivery date is the date on which our logistics partner marks the shipment as delivered to your address.

3. Valid Reasons for a Return or Refund

We accept return and refund claims under the following circumstances only:

3.1 Damage in Transit

If your poster or product arrives physically damaged due to courier handling, including but not limited to:

• Poster torn, crushed, or folded beyond normal handling

• Packaging severely damaged resulting in product damage

• Water or moisture damage to the product

Superficial creasing on the outer packaging that has not affected the product inside is not considered damage in transit.

3.2 Printing Defect

If the product you receive has a visible print quality issue that makes it unsuitable for display or gifting, including:

• Significantly blurry or out-of-focus print

• Incorrect or heavily off-colour printing not representative of the product image shown on our website

• Misaligned print with visible white borders or cut-off artwork

• Partial printing or blank sections on the product

Minor colour variation between screen display and physical print is inherent to all printing processes and is not considered a defect. Posterwa products are printed on digital inkjet equipment, and screen-to-print colour shift of up to 10 to 15 percent is normal and acceptable.

3.3 Wrong Item Sent

If the product delivered to you is a different design, size, or item type from what you ordered and paid for, you are fully entitled to a refund.

3.4 Missing Item in Order

If your order included multiple items and one or more items are missing from the package at the time of delivery, we will investigate and resolve the claim with a refund or replacement for the missing item(s).

3.5 Change of Mind or Wrong Design Ordered

We understand that you may occasionally order the wrong design or change your mind after placing an order. We handle these cases with the following conditions:

• The claim must be raised within 7 days of delivery.

• The product must be unused, unrolled (for posters), and in its original packaging.

• We do not offer cash refunds for change of mind. In such cases, we will issue store credit equal to the product value, which can be used for a future purchase on posterwa.com.

• Return shipping charges in change-of-mind cases are to be borne by the customer.

4. What Is Not Covered

The following situations are explicitly excluded from our return and refund policy:

• Products that have been used, unrolled, hung, framed, or otherwise handled beyond initial inspection.

• Damage caused by the customer after delivery, including self-inflicted damage during unboxing.

• Requests raised after 7 calendar days from the date of delivery.

• Change of mind on sticker packs once the packaging has been opened.

• Minor colour variation between screen and print (within 10 to 15 percent tolerance).

• Orders where an incorrect shipping address was provided by the customer and the package was delivered to that address.

• Orders delayed by courier partners due to factors outside Posterwa's control (natural events, strikes, public holidays, lockdowns). Delay alone is not a ground for refund.

• Free products, promotional gifts, or items won in giveaways.

5. Custom and Personalised Orders

Custom and personalised orders are strictly non-returnable and non-refundable. These include any order where you have provided custom text, custom artwork, a personalised name, or any specific customisation that makes the product unique to you.

The only exception is if there is a manufacturing defect or if we sent the wrong personalisation. In such cases, we will reprint and reship at no charge to you, or issue a full refund if a reprint is not possible.

6. Stickers

Sticker packs and individual stickers are covered under this policy only for the following reasons:

• Printing defect rendering the sticker(s) unusable

• Wrong sticker(s) sent versus what was ordered

• Damage in transit

Sticker packs with opened packaging are not eligible for return under change-of-mind. Due to their low value and high customisability, refunds for stickers are issued as store credit in most cases unless the defect is significant.

7. How to Raise a Return or Refund Claim

To initiate a return or refund claim, follow these steps carefully. Incomplete claims will cause delays.

1. Contact us within 7 days of delivery via email at support@posterwa.com or via WhatsApp at the number listed on our Contact page.

2. In your message, include: your full name, order number, the specific item(s) affected, and a clear description of the issue.

3. Attach photo or video proof of the damage, defect, or incorrect item. Without visual evidence, we cannot process your claim. See Section 8 for proof requirements.

4. Our support team will acknowledge your claim within 1 to 2 business days and guide you on next steps.

5. If a return of the physical product is required (for wrong item or change-of-mind cases), you will be given a return address and instructions. Do not ship the product back before receiving confirmation from us.

6. Once the returned item is received and inspected (or once your proof is verified for damage or defect cases), we will process your refund within 5 to 7 business days.

8. Proof Requirements

Photo or video evidence is mandatory for all return and refund claims. This helps us resolve your claim faster and also helps us improve our quality and packaging.

8.1 What to Send

• Clear photos of the damaged, defective, or incorrect product placed on a flat surface in good lighting.

• A photo of the outer packaging showing any damage, if the issue is damage in transit.

• For wrong items, a photo showing both the product received and the order confirmation on your screen side by side is ideal.

• For missing items, a photo of everything that was inside the package at the time of opening.

8.2 Video Unboxing (Strongly Recommended)

We strongly recommend recording a short video while unboxing your Posterwa order, especially for orders containing multiple items or posters. An unboxing video is the most reliable proof in case of any transit damage or missing item dispute, and ensures the fastest resolution on our end.

8.3 File Formats Accepted

• Photos: JPG, PNG, HEIC (maximum 10 MB per file)

• Videos: MP4, MOV (maximum 50 MB, or share via Google Drive or WhatsApp)

9. Refund Process and Timeline

Once your claim is verified and approved, refunds are processed as follows:

9.1 Refund Method

Refunds for valid claims (damage, defect, wrong item) are issued to the original payment method used at the time of purchase. We do not issue refunds via bank transfer to a different account or via a different payment mode.

• Credit card or debit card payments: refunded to the same card within 5 to 7 business days after approval.

• UPI payments: refunded to the same UPI ID within 3 to 5 business days after approval.

• Net banking: refunded to the same bank account within 5 to 7 business days after approval.

• Prepaid orders via wallets (Paytm, PhonePe, etc.): refunded to the originating wallet within 3 to 5 business days after approval.

• Cash on Delivery orders: refunded via bank transfer. You will be asked to provide your account details at the time of claim approval.

9.2 Store Credit

For change-of-mind and wrong-design-ordered returns, store credit is issued within 2 business days of us receiving and inspecting the returned product. Store credit does not expire and can be used on any product on posterwa.com.

9.3 Processing Time

Claim acknowledgement: 1 to 2 business days from submission.

Claim verification: 2 to 3 business days (after proof review or returned product inspection).

Refund to original payment method: 5 to 7 business days after approval (processing time depends on your bank or payment provider).

Store credit: Issued within 2 business days of claim approval.

10. Return Shipping

10.1 When Posterwa Covers Return Shipping

If the return is due to a fault on our part, we will arrange and cover return shipping at no cost to you. This applies in the following cases:

• Damage in transit

• Printing defect

• Wrong item sent

• Missing item in order

In these cases, we will either arrange a reverse pickup via our logistics partner or reimburse your return shipping cost (up to a reasonable amount as agreed at the time of claim) upon submission of a courier receipt.

10.2 When the Customer Covers Return Shipping

If the return is due to change of mind or a wrong design ordered by the customer, return shipping charges are the customer's responsibility. We recommend using a tracked courier service for all returns. Posterwa is not responsible for products lost in transit while being returned to us.

10.3 Condition of Returned Products

All returned products must be in their original condition and original packaging. Rolled posters must be returned in the original tube or a suitable tube of the same or larger diameter. Products returned in a damaged or used condition will not be eligible for a refund, and the product will be reshipped back to you.

11. Order Cancellations

Order cancellations are subject to the following conditions:

• Orders can be cancelled within 12 hours of placement, provided the order has not yet been dispatched.

• Once an order has been dispatched, it cannot be cancelled. You may raise a return request after delivery.

• To cancel an order, contact us immediately at support@posterwa.com or on WhatsApp with your order number.

• Cancellation refunds are processed to the original payment method within 3 to 5 business days.

• Custom and personalised orders cannot be cancelled once production has begun, typically within 24 hours of order placement.

12. Exchanges

Posterwa does not currently offer a direct product exchange programme. If you would like a different design in place of a returned product, the following process applies:

1. Raise a return request as per Section 7 of this policy.

2. Once the return is approved, you will receive a refund to your original payment method (for valid claims) or store credit (for change-of-mind returns).

3. You may then place a fresh order for the design of your choice on posterwa.com.

This process ensures you get exactly what you want without delays tied to stock availability for direct exchanges.

13. Dispute Resolution

We take every claim seriously and aim to resolve all disputes amicably. If you are not satisfied with the resolution provided by our support team, you may escalate your concern by emailing us at support@posterwa.com with the subject line: ESCALATION followed by your order number.

We will review escalated cases within 3 business days and provide a final decision. Posterwa reserves the right to make a final determination on all return and refund claims after reviewing available evidence.

This policy is governed by the laws of India. Any disputes arising in connection with this policy that cannot be resolved amicably shall be subject to the exclusive jurisdiction of the courts of Bengaluru, Karnataka.

14. Contact Us

Our support team is available Monday to Saturday, 10 AM to 6 PM IST. We aim to respond to all queries within 1 business day.

15. Changes to This Policy

Posterwa reserves the right to update or modify this Return and Refund Policy at any time. Changes will be effective immediately upon posting on our website at posterwa.com. We encourage you to review this policy periodically. Continued use of our platform after any changes constitutes your acceptance of the updated policy.

The version of this policy in effect at the time of your order placement will govern that specific transaction.

UNOFFICIALLY AWESOME  |  Made by fans, for fans  |  Bengaluru, India