Refund and Shipping Policy

This Refund and Shipping Policy (the “Policy”) governs the terms under which Eddie Teddie & Company (“Eddie Teddie”, “we”, “us”, or “our”), a premier Indian e-commerce and lifestyle brand, handles cancellations, refunds, and shipping for orders placed through our website at https://www.eddieteddie.com . By placing an order with us, you agree to be bound by this Policy, in conjunction with our Terms and Conditions and Privacy Policy.

1. Cancellation Policy

1.1 Cancellation Window and Fees:

  1. You may cancel your order within 10 days from the date of order placement at no charge (100% refundable).

  2. Cancellations between 11 and 17 days from the date of order placement will incur a 25% cancellation fee of the order value.

  3. Cancellations between 18 and 24 days from the date of order placement will incur a 75% cancellation fee of the order value.

  4. After 25 days from the date of order placement, cancellations are non-refundable. However, we are available to address any concerns you may have.

1.2 Customized Orders: As our products, including handmade memory toys, keepsake products (such as memory bears, quilts, cushions, dolls, and custom plush toys), children’s playthings, games, and apparel, are customized according to your requirements, we maintain a no-return policy unless the item is incorrect (see Section 2 below).

1.3 Rejection of Orders: We reserve the right to reject your order if you fail to send any required materials (e.g., for custom orders) within the specified timeframe or if the order does not comply with our policies.

1.4 How to Cancel: To cancel an order, please contact us immediately at info@eddieteddie.com  or via our designated contact number: +91-9001383889. Provide your order number and any relevant details to facilitate the cancellation process.

2. Refund Policy

2.1 Non-Returnable Items:

  1. Due to the customized nature of our products, we do not accept returns or exchanges unless the item is incorrect.

  2. The following items are explicitly non-returnable and non-refundable:

    • Gift cards.

    • Downloadable software products.

    • Sale items (only regular-priced items may be eligible for refunds, subject to the conditions below).

2.2 Defective, Damaged, or Incorrect Items:

  1. Notification Requirement: You must inspect your order upon receipt and notify us immediately or within 24 hours of delivery if the item is defective, damaged, or incorrect. Late claims will be evaluated on a case-by-case basis, considering the nature of our business, but may not guarantee approval.

  2. Supporting Evidence: To process a claim for a defective, damaged, or incorrect item, you must provide:

    • An unboxing video clearly showing the condition of the item upon receipt.

    • Photographs of the defective, damaged, or incorrect item.

    • Purchase confirmation (e.g., order number or invoice).

  3. Evaluation and Processing: Upon receipt of the returned item, we will inspect it within 7 business days and communicate our decision regarding a refund or replacement. If approved, the refund or replacement will be processed promptly.

  4. Return Shipping Costs: For approved claims involving defective, damaged, or incorrect items, we will bear the cost of return shipping. Instructions for returning the item will be provided upon approval of the claim.

2.3 Refund Processing:

  1. If a refund is approved, it will be processed and a credit will automatically be applied to your original method of payment within 15-20 business days.

2.4 Late or Missing Refunds:

  1. If you have not received your refund within the specified timeframe, please:

    • Check your bank account or payment method to confirm the refund has not been posted.

    • Contact your credit card company or bank, as processing times may vary.

    • If the issue persists, reach out to us at info@eddieteddie.com with your order details for assistance.

2.5 Non-Refundable Fees: Any additional fees imposed by third-party payment gateways (e.g., transaction fees, foreign currency conversion fees) or shipping carriers are non-refundable and are your responsibility.

3. Shipping Policy

3.1 Shipping Locations:

  1. We offer shipping across India to all serviceable pin codes, as determined by our shipping partners.

  2. We also provide international shipping to select countries, subject to availability and additional charges. International orders are currently accepted via WhatsApp, with website-based international payment options under development.

3.2 Shipping Partners:

  1. We partner with trusted logistics providers, including DTDC, Delhivery, Xpressbee, and Trackon, to ensure reliable delivery.

  2. For lost or undelivered shipments, we shall not be liable for any loss, damage, or delay once the order has been handed over to the shipping carrier. Title and risk of loss pass to you upon our delivery of the order to the carrier. Any claims for loss, damage, or delay must be made directly to the shipping carrier in accordance with their terms and conditions of courier providers/logistics providers . While we will assist you with reasonable information to facilitate a claim, we do not provide refunds or replacements for such shipments. Lastly you can read logistics providers terms and conditions on their website for the same.

3.3 Turnaround and Delivery Times:

  1. Our products are handmade, resulting in a current turnaround time of 3-4 months from order placement to dispatch.

  2. Delivery timelines are estimates and may vary based on location, product availability, weather conditions, or other factors beyond our control.

3.4 Working Days:

  1. Our operations run from Monday to Saturday, excluding public holidays in India.

3.5 Title and Risk of Loss:

  1. Title to the product and the risk of loss pass to you once the order has been delivered to the shipping carrier. We shall not be responsible for lost, stolen, or delayed shipments once they are in transit, unless otherwise required by applicable law or covered under optional shipping insurance purchased by you.

4. Third-Party Services

4.1 Payment Gateways:

  1. We use third-party payment processors such as Razorpay and PhonePe to facilitate secure transactions.

  2. We are not responsible for the functionality, availability, security, or performance of these payment gateways. Any disputes, refunds, or chargebacks must be resolved directly with the payment gateway provider per their terms and policies.

4.2 Logistics Partners:

  1. Our shipping partners (DTDC, Delhivery, Xpressbee, Trackon) operate under their own terms and conditions. We are not liable for delays or issues caused by these partners, though we will assist in resolving concerns to the best of our ability.

5. Disclaimer

5.1 General Disclaimer:

  1. The Website, products, and services are provided on an “as is” and “as available” basis without any warranties, express or implied, including but not limited to warranties of merchantability, fitness for a particular purpose, or non-infringement. Eddie Teddie & Company does not warrant that the Website or services will be uninterrupted, error-free, or free from viruses or other harmful components.

  2. Due to the handmade and customized nature of our products, slight variations in color, size, design, or packaging may occur compared to the descriptions or images on the Website. These variations are inherent to the artisanal process and do not constitute defects or grounds for return, except as provided in Section 2.2.

5.2 Product Use:

  1. Our products, including plush toys, keepsake items, and apparel, are intended for their specified purposes (e.g., decorative, keepsake). Eddie Teddie & Company is not liable for any misuse, improper handling, or use of products beyond their intended purpose, including but not limited to allergic reactions, injuries, or damages caused by failure to follow care instructions provided with the product.

5.3 Third-Party Services:

  1. We engage third-party services (e.g., Shopify, Razorpay, PhonePe, DTDC, Delhivery, Xpressbee, Trackon, Judge.me, Mailchimp, WhatsApp) to facilitate our operations. Eddie Teddie & Company is not responsible for any errors, delays, security breaches, or failures caused by these third-party providers, including but not limited to payment processing issues, delivery delays, or data handling practices. You acknowledge that your interactions with these third parties are governed by their respective terms and policies.

5.4 International Orders:

  1. For international orders, additional customs duties, taxes, or import fees may apply, which are your responsibility. Eddie Teddie & Company is not liable for delays, seizures, or additional costs imposed by customs authorities or international shipping carriers.

5.5 Force Majeure:

  1. Eddie Teddie & Company shall not be liable for any delay or failure to perform its obligations under this Policy due to events beyond our reasonable control, including but not limited to natural disasters, strikes, government actions, supply chain disruptions, or internet outages. We will notify you of such events and work to resume performance as soon as practicable.

5.6 Limitation of Liability:

  1. To the maximum extent permitted by law, Eddie Teddie & Company’s aggregate liability for any claims arising out of or in connection with this Policy, the Website, or our products and services shall not exceed the amount you paid for the applicable order or INR 2,000, whichever is lower. We shall not be liable for any indirect, incidental, special, consequential, or punitive damages, including but not limited to loss of profits, data, or use, even if advised of the possibility of such damages.

6. Contact Us

For any questions, concerns, or assistance regarding cancellations, refunds, or shipping, please reach out to us at:

  • Email: info@eddieteddie.com

  • Phone: +91-9001383889 (Mayuri Sisodia) 

We are committed to addressing your concerns promptly and ensuring a positive experience with Eddie Teddie & Company.

7. Updates to This Policy

We reserve the right to modify or update this Policy at our sole discretion. Changes will become effective upon posting the updated Policy on our Website. Your continued use of our Website or Services after such changes constitutes acceptance of the revised Policy.