REPLACEMENT/ RETURN, REFUND, AND CANCELLATION POLICY
The terms "Company”, “we", "us", "our" which includes its successors and permitted assigns shall mean Indo Office Solutions Pvt. Ltd., a company incorporated under the Companies Act, 2013 with its registered office at 372, Patparganj Functional Industrial Estate, Delhi-110092, which includes its successors and permitted assigns.
Replacement/ Return Policy
With this policy, we have ensured that our customers have a safe shopping experience. We offer for sale on our Platform amongst other products and services all goods and materials required in the construction and interior industry (“products”) by the users. Our mission is to enhance the customer experience and to enable our customers in making informed decisions. We consistently work towards the protections of our customers’ interests. Therefore, we offer an easy and streamlined process to replace/return the product(s).
- Replacement can be for the entire product or part(s) of the product subject to availability of the same.
- Replacement is offered solely for the products sold at https://shop.indoinnovations.com.
- Replacement request should be placed within 2 (two) days of the delivery in cases of damaged, missing, empty package or wrong product. Replacement requests can be placed through e-mail at firstname.lastname@example.org or call at [+91 98187 97744].
- Once approved, pick up of the product will be arranged through our logistics within 14 (fourteen) business days of the request being approved.
- If reverse pickup is not successful at your address, you shall be required to dispatch the product and the logistic charges may be reimbursed, as the case may be.
- Returns or exchange will be processed on presenting the original invoice only.
- For returns or exchange of online orders, we require customers to share pictures of the articles and proof of purchase (i.e., the invoice) with our customer support centre at [email@example.com] before the articles are accepted for returns or exchange by our logistics partner and accordingly picked up from your doorstep.
- All refunds will be processed via the original mode of payment.
- All refunds will be processed within 14 (fourteen) days from the date of returns accepted by our team.
Replacements/returns will be accepted only under the following conditions:
- Damaged - If the item delivered to you is in a damaged condition. In the case of minor damage (like chip-off/scratch/peel-off, torn stitches on upholstery or carpets) customers can choose not to return the item and instead request a repair service at firstname.lastname@example.org to fix the damage.
- Defective - If the item delivered to you is defective. A defect is the unfortunate result of a flaw in manufacturing, which hinders the intended use of the product (for e.g., imbalance, wooden joints opening etc.). Please note that natural characteristics of the material used, like appearance or texture (especially for solid wood products) are not defects.
- Difference - If the item delivered to you is different (in dimension, shape or colour) from the item ordered by you on our Platform.
- Missing - If the product delivered to you is incomplete or has components missing.
- Product received is wrong.
Replacements/returns cannot be accepted under the following conditions:
- Installation issues - Wall mounting installation services are not offered by us unless specifically mentioned on the website. Hence, return requests due to customer’s inability to get the product wall mounted will not be processed.
- Relocation - After an item has been delivered to you in perfect condition, we will not be responsible for any damage to the product due to subsequent dismantling of the item for relocation, reassembly etc.
- No longer needed/ low quality;
- If products are customized / made to order;
- Inefficiency in usage which lead to product damage;
- Used/ defected/ altered/ empty package/ wrong product which is reported after 2 (two) days of the delivery.
- In case of products purchased online, if the articles/ products received are not in the same condition as in the pictures shared with the customer support center at the time of raising the request for returns.
Reverse pick ups
We offer our customers a simple, hassle-free reverse pick up policy as our customers are valued even at the subsequent stages of replacements/ returns.
- Please mention your order number in the subject line to help us process your replacements quickly.
- Please ensure that all such products are packed securely and safely to prevent any loss or damage during transit.
- Once approved, the products for reverse pick up will be picked up within 14 (fourteen) business days from the date of request being approved.
- After the receipt of product, your request for replacement/returns would be processed.
- In cases of replacements, your new order will be dispatched to you within 14 (fourteen) business days after we receive the original product.
- As some of the pin codes are not feasible for reverse pick up, the customer will be required to return the product. The reverse shipping address will remain the same as provided in the original invoice.
- If customer has self-shipped the product and the package is lost in transit, no replacement will be applicable in such cases.
- Customer can raise replacement/return request within 48 (forty-eight) hours of delivery. • Not all items are eligible for return therefore we request to check the replacement / return policy of each product given on the product page.
- Customer must furnish the damaged products’ video and photographs justifying the reason of return to our customer support center mentioned hereinabove.
- All replacement/return products must be with original tags, brand packaging, original primary packing, tapes, warranty cards, accessories, etc.
- Customer will not be charged for the reverse pickups and replacements. • Special orders and customized products are made uniquely for you with your specifications. Hence, these products cannot be replaced or returned in any case.
Refund Policy in case of Damaged Product
We offer easy and quick refund on your refund requests.
- All the products are returned to our warehouse for quality check. Once approved, the refunds are initiated.
- We aim to process all refunds within 14 (fourteen) working days of the acceptance of return.Page 3 of 4
- In-case of pre-paid transaction, the refund will be processed through payment gateway, or any other online banking / electronic funds transfer system approved by Reserve Bank of India and will reflect in the same account from which the original transaction was made. • Refunds will only be initiated after we have physically received the returned shipment.
Cases where refund will not be allowed:
- Initiated return request after 48 (forty-eight) hours of receiving the defective product.
- Product is not as per claim and has been used and are not with its original tags, labels, and accessories.
- The Company may not accept any refund request, if it has reasons to believe that the same is not on any reasonable grounds.
Cancelling an Order or Part of an Order
- Time Frame - If you change your mind after placing an order, you can cancel the order (or part of the order) within 12 (twelve) hours of the order confirmation, or before it is shipped (as intimated through email), whichever is earlier. Amount paid against any cancelled order/product, if any, will be refunded once cancellation has been processed. We do not impose or incur any cancellation charges on the customers cancelling after confirming purchase unless we bear similar charges due to such cancellation.
- In the event you are not available or present to accept the delivery of the product, our delivery executive will make a maximum of 3 (three) attempts to deliver the purchased product(s) to you. If the third delivery attempt is unsuccessful and you continue to remain unavailable, we reserve the right to cancel the order of the purchased Products at our sole discretion. We further reserve the right to deduct the shipping and delivery charges borne by us.
- Under rare circumstances, we reserve the right to cancel your order by notifying you in advance. Such circumstances include, but are not limited to, unavailability of products, payment fraud suspicions, incorrect pricing or description of the products or non serviceability of the customer’s address by our logistics partner, however, the same is at the sole discretion of the Company.