Return & Replacement Policy

Return & Replacement Policy

We want every Gappa order to reach you safely and make you happy. Because we work with glass, ceramic, and handmade finishes, here's exactly how replacements work.

When We Replace

We accept replacement requests only in these cases:

  • Item arrived broken or damaged in transit

  • Item arrived defective (visible manufacturing flaw)

  • Wrong item was delivered

We do not offer returns or refunds for:

  • Change of mind after delivery

  • Minor variations in colour/glaze/handmade finish (expected with ceramic and glass)

  • Damage caused after delivery (drops, dishwasher misuse if hand-wash only, etc.)

Step 1: Film Your Unboxing

Gappa was born from content, so naturally we love watching yours. Film your unboxing before you dive in. It's the fine print, but it makes it cute.

To raise any claim, you must share an unedited, continuous unboxing video showing:

  1. The sealed package before opening

  2. The package being opened, without pauses or cuts

  3. The damaged or defective item clearly visible

Claims without a complete unboxing video can't be accepted. This protects genuine customers and helps us resolve claims quickly and fairly.

Step 2: Raise Your Claim Within 72 Hours

Report the issue within 72 hours of delivery by emailing or WhatsApping us at [+91 9909983646] with:

  • Your unedited unboxing video

  • Clear photos of the item and the packaging

  • Your Order ID

Claims raised after 72 hours can't be processed. Our team will respond within [24-48 hours].

Step 3: Product-Wise Details

Ceramic Mugs: We'll replace mugs that arrive cracked, chipped or with a handle flaw. Slight glaze, colour, or speckle variation is part of the handmade charm.

Glass Drinkware: We'll replace glass that arrives cracked, chipped, shattered, or with a visible manufacturing flaw like a broken rim. Tiny air bubbles and minor surface marks are normal.

Stainless Steel Bottles & Sippers: We'll replace bottles that arrive dented, deeply scratched. Dents, scratches, or print wear from use aren't covered.

Plates: We'll replace plates that arrive cracked, chipped or broken. Stains, cutlery marks, and heat damage from use aren't covered.

Bow Straws: We'll replace straws that arrive with a broken or detached bow or the wrong colour or quantity. For hygiene reasons, straws can't be returned once unpacked.

Bag Charms: We'll replace charms that arrive with broken hardware, a detached bow or the wrong charm. Everyday wear and tear isn't covered.

Resolution

Once verified, we will offer:

  • A replacement. subject to stock, or

  • A refund to original payment method, if replacement isn't possible

Processing typically takes 7-10 days after verification.

What Voids a Claim

A replacement/refund request will be rejected if:

  • No unboxing video is provided, or the video has cuts/edits.

  • The claim is raised after the 72 hours window.

  • The item shows signs of use or damage inconsistent with transit handling.

  • The outer package showed no visible damage but the item is claimed broken with no supporting video.

How to Raise a Claim

  1. Email - support@gappa.co.in / WhatsApp us at [+91 9909983646] within the claim window

  2. Attach: unboxing video, photos, Order ID

  3. Our team will review and respond within [2-3 Business days]