Refund Policy
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Refund Policy
At Gaddiel Industries Pvt. Ltd., we accept satisfaction in the fact that our products and services meet expectations. While we hope this will not be the case, there may come a time when you decide that returning an item (or requesting money back) is necessary, and in these circumstances our policy sets out transparent & fair conditions for handling your request.
Eligibility for Refund or Return
A refund or return request would be a scenario such as:
- The product delivered is defective, broken in transit or not as per confirmed specifications.
- Unfortunately, we accidentally shipped you the wrong item.
- The product sent is very different from what was described in the purchase agreement / proforma invoice.
- An order was canceled during the cancellation period (refer to Section 3)
Note: Refunds do not apply to: change-of-mind returns, products that have been customized or made-to-order (and are in production), any items that have resulted from improper use/handling on the part of buyer or claims raised outside its time period.
Timeframe for Raising a Claim
A refund or return request for the product should be raised within 7 days of receiving it. Any claims made after this date will only be considered if supported by a document that proves the defect was latent.
Customers have to provide the following information when making a claim:
- Order number or invoice reference.
- An image (or video) evidencing the defect or discrepancy
- A short deion of the problem.
- Order Cancellation Policy
Prior to Dispatch: An order can be cancelled and a customer will receive a full refund of the advance amount paid by them, which will be reflected back into their bank account within 7–10 working days.
Cancellations after dispatch are not requested. The product should be received and a return claim to be raised where applicable.
Custom/Bespoke Orders: Here, no cancellation/refund is possible once production/customization has begun as materials and resources have been acquired.
Refund Process – Step by Step
01
Raise a Request
You can email us your order info and proof of purchase within 7 days of delivery.
02
Review & Verification
Your claim will then be validated and one of our agents will get back to you in 3 working days.
03
Return Goods (if needed)
If accepted, we will tell you how to send it back with care.
04
Refund Processed
Refunds are credited 7–14 business days from product receipt of approved refunds.
Refund Method
They will be refunded through NEFT/RTGS bank transfer to the buyer’s registered account as per their original payment mode. Refunds are not processed in cash. This may take some time to process depending on your bank.
Where we are unable to provide a replacement for you, other than the option of obtaining your money back (a refund), our trained customer service staff may offer (at their discretion and subject only to availability) a like-for-like product.
Return Shipping
If the return is due to our fault (wrong item, wrong or defective product), we will pay for the shipping.
The buyer pays return freight if the return is for any other reason accepted under our policy.
Items need to be returned unopened and undamaged in their original packaging unless you are claiming for the condition of the goods themselves.
Partial Refunds
Sometimes, if only some of the items ordered are defective (for example, bulk orders), it is possible to provide a partial refund, or in cases where a product is returned but not sold in its original packaging. Based on the inspection, we will decide how much a refund you are eligible for.
Disputes & Escalation
If you are dissatisfied with our services in resolving your issue, you can escalate the matter in writing to our senior management. We will aim to deliver a full resolution in line with our fair when escalated within 5 business days.
Any dispute not resolved via the aforementioned procedure shall be governed in accordance with Indian law and brought into a competent court located in Gaziabad, India.
Policy Updates
The changes are effective as of the time they are posted to our website. You should check this page from time to time and keep it updated.