Refund policy

Brand / Store: Not Sorry
Legal Business Entity: DWOING
GSTIN: 18AAYFD3723F1Z6
Registered Business Address: House No. 15, Pragjyotish Nagar, North Jalukbari, Guwahati, Assam – 781014, India
Effective Date: 5 September 2026
Last Updated: 5 September 2026

1. OVERVIEW

Not Sorry is a consumer brand and online store operated by DWOING, the registered business entity responsible for selling and fulfilling products through the Not Sorry Store.

Because many Not Sorry products are produced on demand after an order is placed, we do not generally accept returns or refunds for a customer's change of mind, incorrect product/model selection, or preference-related reasons.

However, we stand behind the quality and accuracy of the products we sell.

If you receive a product that is damaged, defective, incorrect, materially different from what you ordered, or otherwise eligible for a remedy under applicable law, please contact us promptly so that we can investigate and provide an appropriate resolution.

Nothing in this policy is intended to limit or exclude any consumer rights or remedies that cannot legally be excluded under applicable law.

2. WHEN CAN I REQUEST A RETURN OR REFUND?

You may contact us if your order falls into one of the following categories:

A. Damaged Product

If the product arrives physically damaged, such as:

Cracked or broken case
Major structural damage
Significant printing damage caused during production or transit
Other substantial physical damage

please contact us as soon as possible after delivery.

B. Defective Product

If the product has a manufacturing or production defect that materially affects its intended use, you may request a replacement or refund, subject to verification.

Examples may include:

Manufacturing defects
Significant printing defects
Incorrect or incomplete printing
Structural defects
Material defects affecting normal use

C. Wrong Product

If we send you a product that does not match your order, such as:

Wrong design
Wrong product
Wrong size/model where the error was made by us
Wrong quantity

please contact us so that we can arrange an appropriate resolution.

D. Product Materially Different From What Was Ordered

If the product received is materially different from the product represented on our website or from what you ordered, you may contact us for review.

3. REPORTING PERIOD

For damaged, defective, incorrect, or materially different products, please contact us within 7 calendar days of delivery.

Your request should include:

Order number
Name used for the order
Email address or phone number used for the order
Clear photographs of the product
Photographs of the packaging, where relevant
A short description of the issue
Video evidence, where reasonably necessary to demonstrate the defect

For transit-related damage, photographs of the outer packaging can be particularly helpful.

We may request additional information or photographs if necessary to investigate the issue.

Important: Please do not send a product back without first contacting us and receiving return instructions.

4. CHANGE-OF-MIND RETURNS

Because many Not Sorry products are printed or produced after an order is placed, we generally do not accept returns or refunds simply because:

You changed your mind
You no longer want the product
You selected a different design after ordering
You ordered the wrong phone model
You selected the wrong variant, size, colour, or configuration
You do not like the product after receiving it
The product does not fit a phone model that you selected incorrectly
You expected a different appearance based on personal preference

This does not affect any rights or remedies that may apply to you under mandatory applicable consumer law.

5. WRONG PHONE MODEL SELECTED BY THE CUSTOMER

Customers are responsible for selecting the correct phone model before completing an order.

Please carefully check your phone model and variant before placing your order.

For example, if you order a case for the wrong iPhone model and the product supplied matches the model selected in your order, the product will generally not qualify for a return or refund solely because the wrong model was selected by the customer.

If we send a case for a different model from the one ordered, please contact us under the Wrong Product section of this policy.

6. ORDER CANCELLATIONS

Because our products may enter production shortly after an order is placed, cancellation requests should be submitted as soon as possible.

Before production

If your order has not yet entered production or fulfilment, we may be able to cancel it.

If cancellation is accepted before production, the eligible amount will be refunded to the original payment method, subject to any applicable payment processing limitations.

After production has started

Once an order has entered production, printing, fulfilment, or shipping, cancellation may no longer be possible.

In such circumstances, a refund will generally not be available solely because the customer wishes to cancel the order.

However, this does not affect any rights relating to defective, damaged, incorrect, or otherwise non-conforming products.

7. HOW TO REQUEST A RETURN OR REFUND

To request a return, replacement, or refund, contact:

DWOING — Not Sorry

Email: biprangahannan@gmail.com
Phone: +91 98 8682 0072

Please include “Return/Refund Request – [Order Number]” in the subject line of your email.

We will review the request and may ask for photographs, videos, order details, or other information reasonably necessary to determine the appropriate resolution.

8. RETURN APPROVAL

If your request is approved and a physical return is required, we will provide you with the applicable return instructions and return address.

Do not send products to the registered business address unless we specifically instruct you to do so.

The return address used for a particular order may depend on the fulfilment or return arrangements applicable to that product.

Products returned without prior approval or without following our return instructions may not be accepted.

9. RETURN SHIPPING COSTS

If the problem is caused by us

Where a return is required because:

We sent the wrong product
The product is defective
The product arrived damaged
The product materially differs from what was ordered

we will determine the appropriate return-shipping arrangement and, where applicable, reimburse reasonable return shipping costs or provide an appropriate return solution.

If the return is for a reason not covered by this policy

Where a return is permitted for a reason that is not caused by a defect, damage, incorrect fulfilment, or other issue attributable to us, the customer may be responsible for return shipping costs.

However, because our products are generally produced on demand, ordinary change-of-mind returns are generally not accepted.

10. INSPECTION OF RETURNED PRODUCTS

Where a physical return is required, the returned product may be inspected to determine whether the reported issue is consistent with the return request.

We may consider:

Condition of the product
Manufacturing quality
Printing quality
Damage during transit
Whether the product corresponds to the original order
Photographs or videos supplied by the customer
Packaging condition
Other relevant information

We will not reject a legitimate consumer claim merely because the original packaging is unavailable where the packaging is not reasonably necessary to assess the issue or where applicable law provides otherwise.

11. RESOLUTION OPTIONS

Depending on the circumstances, we may provide one or more of the following remedies:

Replacement

We may produce and send a replacement product at no additional product cost where the product is confirmed to be defective, damaged, incorrect, or otherwise eligible for replacement.

Refund

Where a refund is appropriate, we may refund the eligible amount to the original payment method, subject to applicable payment-provider procedures.

Partial Refund

In appropriate circumstances, a partial refund may be offered where the issue does not justify a complete replacement or full refund and where such resolution is permitted by applicable law.

Other Appropriate Resolution

Depending on the circumstances and applicable law, we may agree to another appropriate resolution.

12. REFUND PROCESS

Once a refund has been approved, we will initiate the refund through the applicable payment method or payment service provider.

The time required for the money to appear in your account may depend on:

The payment method used
The payment gateway
Your bank or card issuer
Processing times of financial institutions
Weekends and public holidays

We will not be responsible for delays caused solely by a customer's bank, card issuer, payment gateway, or other third-party financial institution after the refund has been successfully initiated by us.

Where applicable, refunds will be processed in accordance with mandatory requirements under applicable law.

13. SHIPPING, DELIVERY AND FAILED DELIVERY

A delayed delivery does not automatically mean that a product is defective.

If an order is delayed, lost, returned to sender, or otherwise affected during shipment, please contact us so that we can investigate the shipment with the applicable delivery provider.

If a product is delivered late in circumstances where applicable law provides a right to a refund or other remedy, we will handle the matter in accordance with applicable law.

Where delivery is unsuccessful because the customer provided an incorrect or incomplete delivery address, refused delivery, was unavailable for repeated delivery attempts, or otherwise caused the delivery failure, additional shipping charges or other consequences may apply where permitted by law.

14. PRODUCTS DAMAGED DURING DELIVERY

If your product appears damaged when delivered:

Photograph the package before opening it, where possible.
Photograph the product and any visible damage.
Keep the packaging until the matter has been reviewed.
Contact us within 7 calendar days of delivery.
Provide your order number and the requested photographs.

We will assess the circumstances and determine the appropriate remedy.

15. PRODUCTS THAT HAVE BEEN USED

A product should not be intentionally damaged, altered, modified, or misused in order to create a return or refund claim.

Where a product is genuinely defective or damaged, normal inspection or reasonable handling to identify the issue will not by itself prevent you from making a legitimate claim.

Where the issue resulted from misuse, accidental damage after delivery, improper installation or use, or modification of the product by the customer, the claim may not qualify for a refund or replacement, subject to applicable law.

16. EXCHANGES

We do not generally provide exchanges merely because a customer changes their mind or selects the wrong phone model.

Where we have supplied an incorrect product or where an exchange is an appropriate remedy for a confirmed defect or fulfilment error, we may arrange a replacement or exchange as appropriate.

Any exchange remains subject to product availability.

17. SALE, DISCOUNTED AND PROMOTIONAL PRODUCTS

Discounted or promotional products are subject to the same protections for defects, damage, incorrect fulfilment, and other legally applicable consumer remedies.

A product does not lose applicable statutory consumer rights merely because it was purchased at a discount.

Any specific non-refundable or final-sale condition will be disclosed clearly before purchase where applicable and will not override mandatory consumer rights.

18. GIFT ORDERS

If a product was purchased as a gift, the refund may generally be processed against the original order and payment method.

Where a replacement is approved, we may arrange delivery to the appropriate address after verifying the order details.

19. FRAUDULENT OR ABUSIVE CLAIMS

We reserve the right to investigate suspicious, fraudulent, abusive, or repeated refund/return claims.

This may include circumstances involving:

Repeated false damage claims
Manipulated photographs or videos
Products intentionally damaged after delivery
Chargeback abuse
False order information
Attempts to obtain replacement products through misrepresentation

Nothing in this section limits any consumer rights available under applicable law.

20. CONSUMER RIGHTS

This Return & Refund Policy is intended to clearly explain our normal return and refund process.

Nothing in this policy is intended to exclude, restrict, or waive any rights, remedies, guarantees, warranties, or protections that cannot legally be excluded under applicable law.

In particular, applicable Indian e-commerce rules require appropriate information concerning returns, refunds, exchange, warranty/guarantee, delivery, payment methods, and return-shipping costs to be made available to consumers. The rules also address situations involving defective, deficient, spurious, incorrectly represented, or otherwise non-conforming goods.

Where mandatory law provides a customer with a right or remedy that is different from this policy, the mandatory legal requirement will prevail.

21. INTERNATIONAL ORDERS

If we accept orders from customers outside India, additional consumer protection, customs, tax, import, and return requirements may apply depending on the customer's location.

International customers may also be responsible for customs duties, import taxes, or other charges where applicable.

Where mandatory local consumer law provides additional return, cancellation, refund, or withdrawal rights, those rights will apply to the extent required by law.

22. POLICY CHANGES

We may update this Return & Refund Policy from time to time to reflect:

Changes in our products
Changes in fulfilment arrangements
Changes in payment or shipping services
Changes in our return procedures
Changes in applicable laws or regulations

The latest version will be published on the Not Sorry website with the applicable Last Updated date.

The policy applicable to an order will generally be the policy in effect at the time the order was placed, subject to any mandatory legal requirements that apply subsequently.

23. CONTACT US

For all return, replacement, cancellation, and refund enquiries, please contact:

DWOING
Operating Brand: Not Sorry
GSTIN: 18AAYFD3723F1Z6