Refund policy

Return and Refund Policy

Last Updated: 17 June 2026

At MSquared Universe, every order is handled with care. Since many of our products are personalised, customised, or made specially for a customer, our return and refund policy depends on the type of product ordered.

Please read this policy carefully before placing an order.

1. Personalised and Customised Products

Personalised and customised products are made specifically for you and cannot be resold. Because of this, they are not eligible for return, exchange, or refund unless they arrive damaged, defective, or incorrect.

This includes, but is not limited to:

Personalised storybooks
Custom books
Personalised journals
Custom gift hampers
Wedding gifts or return gifts made to order
Products with names, photos, messages, dates, or custom details
Any product created, designed, printed, or packed specially for your order

2. Review and Approval for Personalised Books

For personalised books, we may share a draft, preview, or review version before printing.

Once you approve the book for printing, changes, cancellations, returns, or refunds may not be possible.

Please review all names, spellings, photos, dates, messages, story details, and design elements carefully before giving final approval.

3. Non-Personalised Products

Non-personalised products may be eligible for return only if:

The return request is raised within 2 days of receiving the order
The product is unused
The product is in its original packaging
Tags, labels, accessories, manuals, and invoices are intact
The product is not damaged after delivery
The product is not part of a sale, clearance, festive offer, or bulk/custom order

Return requests will be reviewed by our team before approval.

4. Damaged, Defective, or Incorrect Products

If your order arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery.

To help us review your request, please share:

Order ID
Clear photos or videos of the damaged, defective, or incorrect product
Photos of the outer packaging
A short description of the issue

Once we review the details, we may offer a replacement, repair, store credit, or refund, depending on the situation.

5. Items Not Eligible for Return or Refund

The following items are not eligible for return or refund:

Personalised or customised products
Products approved for printing or production
Gift cards or vouchers
Sale or clearance items
Bulk orders
Corporate gifting orders
Wedding return gift orders
Products damaged due to customer handling
Products used, opened, altered, washed, or repacked
Products returned without approval from our team

6. Order Cancellations

Cancellation may be possible only if the order has not yet moved into processing, customisation, design, printing, packing, or dispatch.

For personalised orders, cancellation may not be possible once we begin work on the story, design, illustration, personalisation, printing, or sourcing of custom materials.

To request cancellation, email us as soon as possible at info@msquareduniverse.com with your order ID.

7. Return Process

To request a return, please email us at:

info@msquareduniverse.com

Please include:

Your order ID
Name used while placing the order
Product name
Reason for return
Photos or videos, if applicable

Please do not send any product back without confirmation from our team. Items returned without approval may not be accepted.

8. Return Shipping

If the return is approved because the product is damaged, defective, or incorrect, we will guide you on the next steps.

For approved returns of non-personalised products where the reason is not an error from our side, return shipping charges may be borne by the customer.

Shipping charges, gift wrapping charges, customisation charges, and payment gateway charges may be non-refundable unless the issue was due to an error from our side.

9. Refunds

Once your return or refund request is approved, the refund will be processed to the original payment method, where possible.

Refunds may take 7 to 10 business days to reflect in your account after processing, depending on your bank, card provider, payment gateway, or wallet provider.

In some cases, we may offer store credit or replacement instead of a refund.

10. Exchanges

Exchanges may be available for eligible non-personalised products, subject to stock availability and approval.

Personalised and customised products cannot be exchanged unless they are damaged, defective, or incorrect due to an error from our side.

11. International Orders

For international orders, returns, replacements, and refunds will be reviewed case by case.

Custom duties, taxes, shipping charges, and international return shipping charges may not be refundable unless the issue was caused by an error from our side.