Cancelling an Order
Pre-Shipment Cancellation (Within 24 Hours)
You may cancel your order through the “My Orders” section within 24 hours of order confirmation or before the order is shipped, whichever occurs first.
Upon cancellation, you may choose one of the following refund methods:
Option A: Creatures Studio Wallet / Store Credit
- Full Refund: No cancellation fee will be charged when the refund is opted for as Creatures Studio Wallet/Store Credit.
- Refund Amount: 100% of the eligible customer-paid amount will be credited.
- Processing Time: The refund will generally be reflected in your Creatures Studio Wallet/Store Credit within 24–48 hours.
- Usage: The credited amount can be used toward future purchases on Creatures Studio, subject to applicable terms.
Option B: Original Payment Method
- Cancellation Fee: A cancellation charge of 2.5% may be deducted from the eligible customer-paid amount.
- Promotional Benefits: Any discount, cashback, coupon, or promotional benefit applied to the order may not be reinstated.
- Processing Time: Refunds to the original payment method may take up to 7–14 business days, depending on the bank/payment gateway.
Note: If the original payment was made using Creatures Studio Wallet/Store Credit, the eligible refund will generally be credited back to the same Wallet/Store Credit.
Post-Shipment Cancellation: Once an order has been shipped, cancellation requests will be subject to evaluation. A cancellation or return charge may apply depending on the product, shipping status, and logistics involved. Please contact our Customer Support team for assistance and applicable charges.
How to Initiate a Cancellation Request?
- Go to the “My Orders” section in “My Account.”
- Click the “Cancel Item” button against the item you wish to cancel.
- Select the applicable cancellation reason and submit your request.
- If you checked out as a Guest User, please contact our Customer Support team to initiate a cancellation request.
- Please refer to our Refund Policy for information regarding refund processing and timelines.
Returning an Item
Time Frame
You may initiate a return request within 7 (Seven) days from the date of delivery, subject to the eligibility criteria mentioned below.
Return requests received after 7 days from delivery may not be accepted.
What’s Eligible for Return?
Defective Product
If the product delivered to you has a manufacturing defect that affects its intended use, you may request a return or replacement.
Examples may include:
- Structural imbalance
- Manufacturing defects
- Wooden joints opening due to manufacturing issues
- Other manufacturing-related defects
Please note: Natural variations in wood grain, colour, texture, knots, patterns, or other characteristics of natural materials are not considered manufacturing defects.
Different Product
If the product delivered is materially different from the product ordered, such as a significant difference in:
- Design
- Dimensions
- Shape
- Colour
- Product specifications
you may raise a return request for evaluation.
Non-Functional Product
If the product is received non-functional or does not operate as intended, you may contact our Customer Support team.
Depending on the product and issue, replacement or repair may be offered instead of a refund.
What’s NOT Eligible for Return?
Damaged or Missing Components
Any concern regarding physical damage, missing parts, incomplete products, or packaging damage should be reported at the time of delivery or installation, wherever applicable.
Once delivery/installation has been completed and accepted, Creatures Studio may not be able to accept claims relating to damage or missing components.
Installation Issues
If installation or assembly is required, return requests arising solely from incorrect installation carried out by a third party may not be accepted.
Relocation or Reassembly
Once a product has been delivered and accepted in good condition, Creatures Studio will not be responsible for damage caused by:
- Relocation
- Dismantling
- Reassembly
- Improper handling
- Modification of the product
- Transportation after delivery
Customised Products
Products that are custom-made, personalised, or manufactured specifically according to customer requirements may not be eligible for return or cancellation once production has commenced, except in cases of manufacturing defects or incorrect fulfilment.
Clearance / Promotional Products
Products purchased under special clearance, promotional, or limited-time offers may have specific return conditions. Please check the applicable terms at the time of purchase.
How to Initiate a Return Request?
Click Product Images
To raise a return request, you may be required to provide 2–4 clear photographs of the product.
Please follow these guidelines:
- 1–2 photographs should clearly show the entire product.
- 1–2 close-up photographs should clearly show the damaged, defective, or incorrect area.
- Images should be clear and relevant to the return request.
- The image file size should preferably not exceed 5 MB per image.
For certain products or claims, Creatures Studio may also request a video demonstrating the issue.
Raise a Return Request
Registered Users
- Login to your Creatures Studio Account.
- Go to “My Orders.”
- Select the product you wish to return.
- Click “Return This Product” or the applicable return option.
- Select the appropriate reason for return.
- Upload the required photographs/videos.
- Add your comments and submit the return request.
Guest Users
If you placed your order as a guest, please contact our Creatures Studio Customer Support team with your order details to initiate a return request.
Evaluation & Pick-Up
Once the return request and supporting information are received, our customer support/resolution team will review the request.
Depending on the nature of the issue:
- Additional photographs or videos may be requested.
- A product inspection may be scheduled, if required.
- The return request may be evaluated in consultation with the manufacturer, supplier, technician, or logistics partner.
- The final resolution will be provided based on the evaluation.
If the return is approved, return pick-up will be scheduled from the original delivery address, wherever applicable.
Please retain the original packaging, invoice, user manual, warranty documents, accessories, and other components until the return process is completed. Failure to provide these items may affect return eligibility.
The product must be packed appropriately and made available for pickup in the same condition in which it was delivered, subject to normal wear and applicable return conditions.
Important: Refunds, replacements, repairs, and return pickups are subject to product eligibility, inspection, and the applicable terms and conditions of Creatures Studio.
Creatures Studio reserves the right to modify, reject, or approve cancellation and return requests based on product type, order status, condition of the product, and applicable terms and conditions.
