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RETURN / CANCELLATION / REFUND POLICY

1. Order Cancellation

  • Orders may be cancelled before dispatch/shipment confirmation.

  • Once the product has been dispatched, cancellation may not be accepted.

  • Custom-built, made-to-order, institutional, commercial security products, safes, strong room doors, lockers, CCTV systems, access control systems, alarm systems, and products involving installation are non-cancellable after order confirmation.

2. Return Eligibility

Returns will be accepted only under the following conditions:

  • Product delivered is different from the confirmed order.

  • Product received in physically damaged condition due to transit.

  • Product has a verified manufacturing defect at the time of delivery.

  • Product is incomplete, with missing accessories/components.

Conditions:

  • Return request must be raised within 7 days of delivery.

  • Product must be unused, uninstalled, and in original packaging.

  • Invoice, warranty card, manuals, accessories, and original documents must be returned.

  • Serial number / identification labels must remain intact.

3. Non-Returnable Items

Returns shall not be accepted for:

  • Installed or commissioned products.

  • Products damaged due to misuse, mishandling, improper installation, electrical fluctuations, water ingress, unauthorized repair, or negligence.

  • Customized / made-to-order / institutional security products.

  • Products purchased under special commercial orders / tender / project supply.

  • Software licenses / subscriptions / digital services.

  • Consumables, batteries, accessories unless defective on delivery.

 

 

4. Damaged / DOA (Dead on Arrival) Claims

For transit damage or DOA claims:

Customer must provide:

  • Clear photographs of damaged product

  • Outer packaging images

  • Invoice copy

  • Delivery proof

  • Unboxing video (where available)

Company reserves the right to inspect the product before approving replacement/refund.

5. Manufacturing Defect / Warranty Cases

  • Manufacturing defects after delivery shall be handled under manufacturer warranty terms.

  • Service / repair / replacement shall be as per OEM warranty policy.

  • Such cases may not qualify for direct refund unless replacement/service is not feasible.

6. Refund Policy

Approved refunds shall be processed as follows:

  • Prepaid orders: refund to original payment source within 7–14 working days

  • Bank transfer cases: refund to registered bank account after verification

  • COD orders: refund via bank transfer only

Refund deductions may apply for:

  • Reverse logistics charges

  • Installation visit charges

  • Packaging damage caused by customer

  • Restocking charges (if applicable)

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7. Replacement Policy

Replacement may be offered instead of refund where:

  • Wrong product supplied

  • Transit damage confirmed

  • Manufacturing defect verified

Replacement subject to:

  • Stock availability

  • Technical inspection approval

8. Installation-linked Orders

For products requiring installation:

  • Return eligibility begins only after technical inspection.

  • If installation has been completed successfully, returns may not be accepted except for verified manufacturing defects.

9. Commercial / B2B Orders

For institutional / business purchases:

  • Returns, cancellations, and refunds shall be governed by agreed quotation / purchase order / contract terms.

  • Goods supplied against confirmed B2B purchase orders are generally non-returnable unless explicitly agreed.

10. Contact for Return Requests

Customer should report issues via:

Email: [Your support email]
Phone: [Your support number]

Required details:

  • Order number

  • Invoice copy

  • Product serial number

  • Description of issue

  • Supporting photos/videos

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