Refund & Cancellation Policy

Standard e-commerce refund terms assume a product that can be returned unopened, in resaleable condition. Ours can't be — a Marrow & Motive case is a mystery. The moment its seal is broken and the solution is read, the product's entire value has been used, in exactly the same way a completed puzzle can't be "unsolved." Because of that, this policy is written specifically for what we sell, not adapted from a generic template.

When you're covered

We'll make it right if:

• Your case arrived damaged in transit — for example, water damage, crushed packaging, or missing/unreadable contents on arrival.
• You received the wrong item — a case other than the one you ordered.
• Your order never arrived — non-delivery, confirmed against the courier's tracking record.

To claim any of the above, contact us within 7 days of the delivery date (or, for non-delivery, within 7 days of the last expected delivery date shown in tracking), with your order number and, where relevant, photos of the damaged item and its packaging.

Replacement first, refund as fallback

For any of the situations above, our default remedy is a free replacement, sent at no extra cost to you. We offer a refund instead only when a replacement genuinely isn't possible — for example, the case is out of stock, or your order is confirmed lost in transit by the courier with nothing left to replace it against.

What is not covered

Because opening the case and engaging with its contents is irreversible, the following are not valid grounds for a refund, replacement, or cancellation once your order has shipped:

• "I solved the case" or read the solution
• "I didn't like it" or it wasn't what you expected
• "I opened the seal" — once broken, the case is treated as used, regardless of whether you finished playing it

This mirrors how a sealed puzzle, a scratch card, or a season of a show you've already watched can't be meaningfully "returned" — the experience, not just the physical object, is what you're paying for, and it can't be handed back once had.

Cancelling before dispatch

If you need to cancel, contact us as soon as possible. We can offer a full refund for any order that has not yet been dispatched. Once an order has shipped, it is subject to the terms above rather than a cancellation.

Before you buy

By completing your purchase, you confirm you've read and accept this policy — specifically, that once your case is opened, requests based on having solved it, not enjoying it, or simply changing your mind cannot be honoured. Damaged, incorrect, or non-delivered orders remain fully covered above.

How refunds are processed

Where a refund applies, it's issued to your original payment method via Razorpay. Please allow up to 7–10 business days for the refund to reflect, depending on your bank or card issuer.

Contact us

To report a damaged item, wrong item, non-delivery, or a pre-dispatch cancellation, email detective@marrowandmotive.in with your order number.