Returns, Cancellations & Refunds Policy
Last updated: 13 October 2026
This policy applies to orders placed on schroeyandmouser.com, operated by Gatecrashers, trading as Schröey & Mouser. It should be read alongside our Shipping Policy and Terms of Use.
Your details
Please enter your complete and correct delivery address, billing address and contact number at checkout. Couriers rely entirely on this information, and most failed deliveries come down to an incomplete address or an unreachable phone number.
We cannot redirect a parcel once it has been dispatched. If a parcel is returned to us undelivered, the section on failed deliveries below explains what happens next.
Order cancellation
Orders cannot be cancelled once they have been placed. We begin preparing and packing orders straight away in order to dispatch within 2 to 3 working days, which is why we ask you to check your order and address carefully before confirming.
If something is wrong with your order, write to us at support@schroeyandmouser.com as soon as possible and we will help where we can.
If you ask us to cancel after your order has been dispatched, or decline the parcel when it arrives, the order will be returned to us and the section on failed deliveries below will apply.
Returns and exchanges
We do not accept returns or exchanges for change of mind.
Our pieces are fragile, and a return journey is where breakage is most likely. A piece that survives the trip to you may well not survive the trip back, and neither of us gains from that. Shipping to you is also free and paid by us, so a change of mind return costs us the outbound freight as well.
We would rather you order with confidence than order and reconsider, so every listing carries dimensions, weight, capacity, materials and care instructions, along with photographs of the actual piece. If anything you need is missing or unclear, write to us at support@schroeyandmouser.com before you order and we will answer.
In rare cases we may agree to a return at our discretion. Where we do, you arrange and pay for return shipping and carry the risk of any damage that occurs on the way back to us. A refund is issued only for pieces that reach us in the condition they left in, and the outbound shipping cost we paid is deducted.
Record your unboxing
Please film every parcel being opened. It takes a minute and it is what makes a claim quick and simple if anything is wrong.
The video needs to be a single continuous recording with no cuts, pauses or edits. Start recording before you touch the tape and keep filming until every item is out of the box. It should show the sealed parcel and its shipping label, the parcel being opened, and each item being lifted out of its packing.
When you send a video or photographs to us, please send the original file or a link to it, not a screen recording or a forwarded copy, since compressed copies lose the detail we need to approve a claim quickly.
We ask for this because we have received claims supported by images that were generated rather than photographed. A continuous original recording lets us approve genuine claims straight away, without an investigation and without asking you to prove anything further.
Damaged in transit
If your order arrives broken, you can choose either a replacement or a full refund. We cover the cost either way.
To raise a claim, send your unboxing video to support@schroeyandmouser.com within 3 days of delivery, along with your order number and a photograph of the outer packaging. The video should also clearly show the damage, held to the camera in reasonable light. Please keep the box, packing material and damaged piece until the claim is settled, as the courier may ask to collect them.
Claims without a continuous unboxing video cannot be accepted.
The full requirements are set out in our Shipping Policy under Damage in Transit. A claim that meets them is approved, usually the same day we see it.
For orders paid using Partial COD, a full refund covers both the prepaid amount and the amount paid on delivery.
Manufacturing faults
If a piece reaches you with a fault that is not transit damage, such as a crack under the glaze or a firing flaw, write to us at support@schroeyandmouser.com within 3 days of delivery. Please include your unboxing video if you recorded one, along with clear photographs of the fault taken in daylight.
We may ask for a short continuous video of the piece, showing the fault from more than one angle alongside your order number written on a piece of paper, before we approve the claim. We will then replace it or refund it, whichever you prefer, and we will arrange and pay for the collection.
Small variations in painting, glaze pooling and colour between pieces are not faults. They are how hand finished work behaves, and they are noted on every product page.
Wrong item received
If you receive something you did not order, write to us within 3 days of delivery with your unboxing video and your order number. We will arrange collection at our cost and send the correct piece, or refund you in full if you prefer.
Payment methods, including Partial COD
Most orders are prepaid in full online at checkout.
On some orders we may offer Partial Cash on Delivery. Under this method you pay a part of the order value at checkout, for example 25%, and the balance in cash to the courier when the parcel is delivered.
The prepaid part is a genuine part payment towards your order. It is not a fee, and it is not forfeited simply because something goes wrong. If your order is delivered as normal, it counts towards the price you pay. If your order is cancelled by us, is undeliverable for reasons that are not down to you, or is covered by the damage, fault or wrong item sections above, it is refunded in full.
The only situation in which we may make an adjustment against it is set out in the next section.
Failed deliveries and orders returned to us
Sometimes a parcel leaves us and comes back without reaching the customer. This is called a return to origin, or RTO. When it happens, we look at why before deciding anything.
Where the failed delivery is not down to you
If a parcel is returned because of something on our side or the courier’s, no deduction applies and you are not out of pocket. This includes a fulfilment error on our part, the wrong product being shipped, damage to the shipment, a courier not making reasonable attempts to deliver, an address error made by us or the courier rather than by you, delivery prevented by circumstances outside anyone’s control, or any other reason not reasonably attributable to you.
In these cases we will either reship your order or refund you in full, including any prepaid Partial COD amount, whichever you prefer.
Where the failed delivery is attributable to you
Where an order has already been dispatched and is returned to us because of something reasonably attributable to you, we may adjust from the prepaid Partial COD amount the reasonable losses and costs we incurred as a result of that failed delivery.
Situations that may be attributable to you include:
Refusing to accept the shipment.
Asking to cancel after the order has already been dispatched.
Giving an incorrect, incomplete or misleading delivery address or contact number.
Being repeatedly unavailable despite reasonable delivery attempts by the courier.
Not responding to the courier’s calls or delivery attempts, or otherwise not cooperating with the delivery process.
Any other act or omission on your part that causes the shipment to be returned.
What we may adjust, and what comes back to you
The costs we may adjust are those directly caused by the failed delivery that we cannot recover elsewhere. In practice these are the forward shipping cost we paid to send the parcel to you, the cost of bringing it back to us, and any other directly attributable costs, to the extent permitted by applicable law.
The prepaid amount is a ceiling, not a fee. We only adjust against money you have already paid. We will not ask you for anything further, even if our costs exceed the prepaid amount.
You get back whatever is left. If the costs reasonably recoverable are less than the prepaid amount, we refund you the difference.
For example, if you prepaid ₹2,500 under Partial COD and the reasonable costs arising from the failed delivery come to ₹2,050, we adjust ₹2,050 and refund ₹450 to you. If those costs equal or exceed ₹2,500, the full prepaid amount may be adjusted, subject to applicable law.
Where an order was prepaid in full and is returned to us for reasons attributable to you, we will contact you to arrange reshipping or a refund, and any adjustment will be assessed on the same basis.
How we decide
We do not treat every returned parcel as the customer’s fault, and we will not make a deduction without a reason we can show you.
In deciding whether a failed delivery is attributable to you, we rely on the records available to us. These may include your order details, the address and contact information you provided, courier tracking, delivery attempt and non delivery records, communication between you and the courier or between you and us, and any cancellation or refusal recorded against the shipment.
Before we finalise a deduction, we will tell you what happened, which records we relied on, and what the costs were, and give you a reasonable opportunity to respond. If you can show us the failed delivery was not down to you, we will refund the prepaid amount in full.
Reshipping instead
If you would rather have the order sent again than refunded, tell us and we will let you know the cost of reshipping. This is often a better outcome for both of us than a refund with a deduction.
Claims we may decline
We assess every claim in good faith. We may decline a claim where the video or photographs appear edited, generated or misrepresented, where the parcel shown is not the parcel we shipped, where the claim is raised after the time limits above, or where the damage was caused after delivery, including through everyday use, drops or thermal shock.
If we decline a claim, we will tell you plainly what we observed and give you a chance to respond before we close it.
Refunds
Approved refunds are issued to the original payment method within 5 to 7 working days of approval. The time taken for the amount to appear in your account after that depends on your bank or card issuer.
Where part of an order was paid in cash on delivery, that portion is refunded by bank transfer or UPI to an account in your name. We will ask you for the details when the refund is approved.
Where a refund follows an adjustment for a failed delivery, we will tell you the amount adjusted and the amount being refunded before we process it.
If you are not satisfied
If you disagree with a decision we have made on a claim, a deduction or a refund, write to support@schroeyandmouser.com and ask for it to be reviewed. Tell us what you think we got wrong and send anything that supports it. We will look at it again and reply with our reasoning.
You can also escalate to our Grievance Officer:
Vishwajeet Singh, Grievance Officer
support@schroeyandmouser.com
B-32/70, 1st Floor, Rama Road Industrial Area, Shivaji Marg, Najafgarh Road, New Delhi 110015
We acknowledge complaints within 48 hours of receipt and aim to resolve them within 30 days.
Nothing in this policy affects any rights you have under applicable consumer protection law.
Contact
For anything related to a return, replacement, refund or failed delivery, write to support@schroeyandmouser.com with your order number in the subject line.