Refund & Cancellation Policy

DIHZINE Studio provides AI-assisted packaging design services to help customers develop packaging artwork for their products.

After payment and completion of the design service, the customer will receive the applicable final design in PDF format, subject to the selected service and the agreed deliverables.

The following editable source files are not included in the standard design service:

• CorelDRAW (CDR) files.
• Adobe Photoshop (PSD) files.
• Adobe Illustrator (AI) files.
• Other editable working files or source documents.

If a different file format or additional deliverable is offered for a particular service, it must be expressly confirmed in writing before payment.

Payments for completed and finalised design services are generally non-refundable, subject to applicable law and the exceptions described in this policy.

Once the design has been generated, finalised and delivered in accordance with the purchased service, the design service will be treated as completed.

Refunds will not ordinarily be provided merely because:

• The customer changes their mind after the design has been completed.
• The customer no longer wishes to use the design.
• The customer expected an editable CDR, PSD, AI or other source file that was not included in the service description.
• The customer decides to use another designer or printing company.
• The customer requests changes after approving the final design.
• The customer has not used or downloaded the delivered PDF file.

Customers should review the service description, deliverables and design proof carefully before confirming their purchase.

Nothing in this section excludes a refund or other remedy where required by applicable law, where a payment was duplicated or incorrectly collected, or where we fail to deliver the paid service as agreed.

Customers are responsible for carefully reviewing their packaging design before confirming that it is final.

Please check the following before approval:

• Brand and product names.
• Spelling and text.
• Ingredients and allergen declarations.
• Nutrition information and net quantity.
• Manufacturer and marketer details.
• FSSAI licence information and other regulatory declarations.
• Barcode placement and product information.
• Colours, images, layout and overall appearance.

Once a customer has finalised and approved a design, modifications are not included in the original design fee.

If the customer requests changes after finalisation, we may consider the request as a new or additional paid design service, subject to our acceptance and the applicable pricing.

Customers should not approve a design until all required corrections have been completed.

This provision does not remove any remedy required by law where the delivered design materially differs from the agreed service or contains an error for which we are responsible.

The standard design deliverable is a PDF file intended for use within the DIHZINE printing workflow, subject to the applicable technical specifications.

We prepare and process artwork for printing through DIHZINE's production process and aim to maintain high-quality printing standards.

However, we do not guarantee that the PDF supplied by DIHZINE Studio will be directly usable for printing by another printer, printing professional, printing press or third-party production facility.

Different printers may require different file formats, colour profiles, bleed settings, dimensions, resolution, dielines, fonts, separations and other production specifications.

A PDF that is suitable for our workflow may require adjustment, conversion or prepress preparation before it can be used by another printing provider.

We do not provide CDR, PSD or Adobe Illustrator source files under the standard design service and are not obligated to create alternative production files unless separately agreed in writing.

If you intend to print through another provider, please confirm its file requirements before purchasing the design service.

For a design-only order, the purchased service covers the agreed design deliverable, normally a final PDF file.

Payment for a completed design-only order is generally final, subject to applicable law and the exceptions in this policy.

Purchasing a design-only service does not automatically include:

• Printing or physical packaging.
• Editable source files.
• Unlimited revisions.
• Future design modifications.
• Guaranteed compatibility with other printers.
• Regulatory approval or certification of the packaged product.

Any additional services must be purchased separately where available.

If you purchase both design and printing, the design and printing components may be assessed separately when a cancellation, refund or complaint arises.

Once the customer approves the final artwork and printing has commenced, cancellation may be restricted to the extent permitted by applicable law.

A refund will not ordinarily be provided solely because the customer changes their mind after approving the design or starting customised production.

However, if we fail to supply the agreed service, produce materially incorrect goods for which we are responsible, or are otherwise required to provide a refund or remedy under applicable law, we will assess the matter and provide the appropriate remedy.

DIHZINE aims to produce packaging to the approved specifications and applicable production standards.

If a printed order has a material production defect, incorrect specification, significant discrepancy from the approved artwork or other issue attributable to our production, please contact us promptly.

Provide:

• Your order number.
• A description of the issue.
• Clear photographs or videos where relevant.
• Photographs of the outer parcel and shipping label, if applicable.
• Other reasonable information needed to assess the complaint.

We will review the issue and determine an appropriate remedy based on the circumstances, which may include correction, reprinting, replacement, refund or another remedy required by applicable law.

Minor variations associated with physical printing, such as reasonable colour differences between a screen and a printed substrate, do not automatically constitute a defect.

This section does not exclude any mandatory statutory rights or remedies.

If you believe that you have been charged more than once for the same order, or that an incorrect payment has been collected, please contact us with the transaction reference, payment date and order number.

We will investigate the transaction and, where a duplicate or incorrect charge is confirmed, arrange an appropriate correction or refund.

Refund processing times may depend on the payment gateway and the customer's bank.

Customers may request cancellation of a printing order before production begins.

We will assess the request based on the order status, work already performed, costs incurred, applicable service terms and relevant law.

Once customised printing has commenced, cancellation may no longer be possible in some circumstances.

Where cancellation is accepted, any refund will be calculated in accordance with the applicable terms and legal requirements. We will communicate any relevant deductions or non-refundable charges where permitted by law.

Where a refund is approved, we will generally initiate it through the original payment method where feasible.

The time required for the refund to appear in your account depends on the payment gateway, banking system and payment method.

A refund should not be considered completed until the applicable payment provider has processed it. We can provide available transaction details or confirmation where appropriate.

For refund requests, duplicate payments, design-delivery concerns or printing complaints, contact:

Please include your name, order number, payment reference, a description of the issue and supporting evidence where applicable.

Our team will review the request and respond within the applicable timeframe.

This policy is intended to clarify our standard refund and cancellation practices. It does not override mandatory consumer rights or other legal obligations applicable to a transaction.

Nothing in this policy excludes a refund or remedy where required by law, including circumstances involving a material failure to provide the purchased service, an applicable statutory cancellation right, an incorrect charge or a qualifying defect.

Where a specific order is governed by a separate written agreement, that agreement will apply to the extent of any conflict, subject to applicable law.