Refund & Cancellation Policy

You can cancel any order at no cost while it is still being processed — that is, any time before we hand it to the courier. Email connect@crencalabs.com or call +91 90564 12050 with your order number. We refund the full amount, including any shipping charge.

Once a parcel has been dispatched it cannot be cancelled. Refuse delivery or raise a return under the section below instead.

Report a problem within 7 days of delivery and we will replace the item or refund you in full. We accept returns when:

• The item arrived damaged or broken.
• The item is defective — for example, the NFC chip does not read or the QR code does not resolve.
• You received the wrong item or the wrong quantity.
• The item is materially different from its description on this website.

Please send a photograph of the item and its packaging with your request — it lets us resolve most cases the same day and, where the fault is obvious, without asking you to ship anything back.

• Requests raised more than 7 days after delivery.
• Items damaged by misuse, bending, or exposure to water or heat after delivery.
• Custom-printed or personalised items, unless they are defective or we printed them incorrectly.
• Items returned incomplete or without their original packaging.
• Minor variation in shade, finish, or texture from the product photograph.

Email connect@crencalabs.com or call +91 90564 12050 (Monday to Saturday, 10:00–18:00 IST) with your order number, what is wrong, and a photograph where relevant. We acknowledge every request within one business day and tell you whether to return the item — if a return is needed, we arrange and pay for the pickup.

• Approved refunds are issued to the original payment method — we cannot redirect a refund to a different account.
• The refund is initiated within 1–2 business days of approval and reaches your account within 5–7 business days, depending on your bank.
• Refunds for a cancelled or returned order include the shipping charge, if any was paid.
• Where you prefer, we will send a free replacement instead of a refund.

If money left your account but the order did not confirm, the payment was not captured and your bank will reverse it automatically, typically within 5–7 business days. If it has not appeared by then, contact us with the payment reference and we will chase it with the gateway.

connect@crencalabs.com · +91 90564 12050 · Monday to Saturday, 10:00–18:00 IST