DOCUMENT NO:SSIL/CRRP/ 2021 / REV 01

 

SSIL CANCELLATION – REFUND- REPLACEMENT POLICY

SSIL CANCELLATION POLICY 

Cancellation by SSIL 

Please note that there might be certain orders that we are unable to accept and needs to be cancelled. We reserve this right, at our sole discretion, to refuse or cancel any order for any or some reason. These may include limitations on quantities available for purchase, inaccuracies or errors in product or pricing information, or any defect regarding the quality of the product whatsoever. We may also require additional verifications or information before accepting any order. We will contact you if all or any portion of your order is cancelled or if additional information is required to accept your order. If your order is cancelled after your credit card has been charged or bank account has been debited, the said amount will be reversed back in your Credit Card or Bank Account as applicable as soon as possible.

 

Cancellation by the Buyer

A request for cancellation of order shall be valid and accepted only if it is made within 24 (twenty-four) hours of placing the order on Site. We will not be able to cancel orders that have already been processed or orders for which request for cancellation is made after the expiry of 24 (twenty hours) from placing the order. In case of requests for order cancellations, we reserve the right to accept or reject requests for order cancellations for any reason. As part of usual business practice, if we receive a cancellation notice and the order has not been processed / approved by us, we shall cancel the order and refund the entire amount. We have the full right to decide whether an order has been processed or not. The customer must agree not to dispute the decision made by us and accept our decision regarding the cancellation.

In case you want to cancel your order, you must contact our customer support team by writing to onlinestore@suresafety.com or by calling +91 7229079494 which remains open 10 am-6 pm IST on working days only (Monday to Friday only).

 How will you get a refund for the cancelled orders and how long will this process take?
In case of cancellation, we shall process the refund within 48-72 business hours after receiving a valid cancellation request and shall initiate the transfer to the source of payment. For payments done through credit/debit cards or net banking, the refund will be processed to the same account from which the payment was made within 48-72 business hours. It might take additional 8-10 business days, however, it may vary for the amount to show effect in your account.

 

RETURN, REFUND AND EXCHANGE POLICY – DOMESTIC PURCHASERS

Please note that NOT all products are eligible for return or exchange in Indian / domestic shipping, many items are "Final Sale items." Please make it a point to understand which products are eligible for return before purchasing. It is the responsibility of the customer to confirm and check whether the product can be returned or replaced on the product description page. Please note and check the return and exchange policy on the product description page on suresafety.com site properly before placing the order as it may vary by various factors.

We reserve the right to not to entertain and accept any requests for return, refund or exchange at our sole discretion. SSIL may be unable to accept any return /exchange / refund of an order for a made-to-order item since these would be specifically made to the standard sizes available on the page. 

[Please note all products shipped outside India are NOT eligible for return or exchange] 

• How to return an item purchased from SSIL?

Products that are eligible for return, can be returned within 48 hours of receiving the merchandise. Products return policy can be checked from the product description page under Return and Exchange.  For an item to be eligible to be returned, the items must be unused, unworn, unwashed and undamaged by you, with all its labelling completely intact. Goods will be accepted only if they are returned in their original packaging. SSIL will have the sole discretion to accept or deny any requests for refund, returns and exchange. 

For returning any product purchased from SSIL, please follow the steps below: 

Step 1: Contact our Customer Support team via email at onlinestore@suresafety.com within 48 hours of receiving the order.

Step 2: Provide us with your order ID details and your request to return/replace/refund your order. Kindly email an image of the product and the invoice for our reference.

Step 3: We will pick up the products within 4-6 business days. We will initiate the refund or replacement process only after the products are received by us in their original packaging with their seals, labels and barcodes intact and must be unused, unworn, unwashed and undamaged by you.

 

Note: If it is a case of replacement, it is subject to the availability of stock. In cases when a replacement may not be available, we will refund you the full amount. Kindly refer to the next question for exclusions to refunds.

 

Return will not be accepted under the following conditions:

• All made to order / custom made products and some ready to ship products.
• All products shipped outside of India.
• Products damaged due to misuse/overuse
• Returned without original packaging including, price tags, labels, original packing, freebies and other accessories or if original packaging is damaged
• Serial Number is tampered with.
• Products that are used or altered
• If request is initiated after 48 hours of receiving the order.
• Free product provided by brand.

  

Conditions for Return:

 

(a)    Items should be returned unused and with all tags still attached. Returns that are damaged or soiled may not be accepted and may be sent back to the customer. Please inform our customer care department through email at (onlinestore@suresafety.com) in the event any Products are delivered without tags

 (b)    The material returned should be properly labelled so that it is received by us. Any Loss in transit shall not be liable for replacement or refund.

 (c)    Unidentified returns may be returned to the sender.

 (d)    All products should be opened under hygienic and clean conditions.

 (f)     Products would be considered faulty if they are received by the customer as damaged and such has been duly intimated to the customer care through email. Items that are damaged as a result of normal wear and tear are not considered to be faulty. If you have received a faulty Product and would like to exchange a faulty item instead of obtaining a refund, please be aware that we can only replace it for the same product in the same size, subject to availability. 

(g)    Once a customer has requested for alteration, modification, repair or adjustment of the Products(s), no requests for refund shall be entertained by SSIL when the goods have been received from the customer unless they are received in naturally damaged condition.

 

(h)    All made to order/ custom made products if any, are not eligible for return, refund, replacement or cancellation.

 

(i)      All products that are shipped outside of India are not eligible for return, refund, and replacement  or cancellation.

 

(j)      In an order, if there are more than eight products, then only it shall be considered as a bulk order. Return/Refund will not be possible.

 

Please note: For certain marketing campaigns or mega sale periods, special return/exchange/refund rules may apply. Information regarding this is visible on the promotion banner. For any clarification, please feel free to contact our customer care.

 

If you receive a damaged or defective item/wrong product against your order, how should you proceed?  

Our shipments go through rigorous quality check processes before they leave our premises. However, in the rare case that your product is damaged during shipment or transit, you can follow the following steps to initiate your return/refund within 7 days of receiving the order. If you have received an item in a damaged/defective condition or have been sent a wrong product, please follow the steps below: 

 

• Step 1: Contact our Customer Support team via email (onlinestore@suresafety.com) within 48 hours of your receiving such damaged, defective product or wrong order.
• Step 2: Provide us with your order ID details and your request to refund the defective/wrong items in your order. Kindly share an image of the product showing the damage and the invoice for our reference.
• Step 3: We will pick up the Products within 4-6 business days for our inspection and confirmation of defect / damage etc. We will then immediately initiate the refund process only if the products are received by us in their original packaging with their seals, labels and barcodes intact and only after we have completed a thorough inspection and it meets with our policy.

 

Note: If it is a case of replacement, it is subject to the availability of stocks. In case that a replacement may not be readily available with us due to any reasons whatsoever, we will refund you the full amount. The decision of SSIL Management / team will be decisively binding in this case.

 Returning part orders?

A return can be created at an item level only if you have ordered multiple items, you can initiate a return/replacement/refund for any individual item. However, any product being returned needs to be returned in complete along with all components as well as any complimentary gifts, vouchers or products which may have come along with it.

Before requesting for a return, refund or exchange, please check whether the Product is eligible under the return and exchange policy on the product description page on SSIL as it may vary by various factors including but not limited to design, features, colour, Packing,  size etc.  

 

How to get refund for the returned orders and how long will this process take?

In case of a return/replacement/refund, we process the refund once the products have been received in good and proper condition and accepted by our team or verified by our QC Personnel.

• For payments done through credit/debit cards or net banking, the refund will be processed to the same account from which the payment was made within 48-72 business hours of us receiving the products back. It might take 8-10 additional business days, depending upon your bank, for the amount to be reflected in your account.
• For cash on delivery transactions, we will initiate a bank transfer against the refund amount against the billing details shared by you. This process will be completed within 48-72 business hours of us receiving the products back and your bank details on email. It might take 8-10 additional business days, depending upon your bank, for the amount to be reflected in your account. 

NO COMPENSATION POLICY & LIMITATION OF LIABILITY

If the quality of any Products, services or any other material purchased or obtained by you through the Website did not meet your expectations, no compensation will be given other than the Return and refund or Exchange of the product as prescribed by the Return & Refund Policy. It is also advised to ensure your purchases meet your technical requirements before you so decide to place orders on us.

 You cannot request compensation for any reason, including but not limited to: any variation in the finish or appearance of the final product; any delay in delivery caused by unforeseen circumstances; any special, incidental, indirect or consequential damage of any kind caused by a product; missed opportunities to avail certain discounts; any issue with our delivery partners or their personnel; any voucher which got deactivated due to the end of expiry date; unavailability of items which the customer tried to purchase etc.

 Unreasonable and unlawful requests for compensation, over and above the entitled refund, will be treated as loss to business cases.

SSIL’s aggregate liability and that of its affiliates, licensors, associates & partners in connection with these Terms shall be limited to the value of last purchase completed by you under these Terms through our Website.

 RETURN, REFUND AND EXCHANGE POLICY - INTERNATIONAL  

Please note that international orders and products shipped outside India shall not be eligible for return, refund or exchange. 

International orders shall also not be eligible for Free Shipping unless the purchase amount is above Rs.50, 000 worth of Purchase or as may be decided by SSIL’s Management at their sole discretion.