1. General Return and Refund Stance
Due to the specialized nature of construction chemicals, which require specific storage conditions and application methods, we generally do not offer refunds or exchanges for products once they have been delivered and accepted by the customer. A refund or replacement will only be considered if the product is demonstrably damaged, defective, or incorrectly supplied by the Company.
2. Conditions for Refund Eligibility
A product will only be eligible for a refund or replacement under the following specific conditions. All products must be returned in their original, unopened, and sealed packaging to be considered for a refund, except in the case of a manufacturing defect confirmed by a technical inspection.
- Damaged Product: The outer packaging is visibly damaged upon delivery, and this damage is noted on the carrier’s receipt. Exclusion: Damage resulting from improper storage, handling, or application after the delivery is accepted by the customer is not covered.
- Defective Product: The product exhibits manufacturing defects or is confirmed to be unfit for the purpose described on the original Technical Data Sheet (TDS). Exclusion: Failure or defect resulting from incorrect preparation of the substrate, improper mixing, or use beyond the product’s shelf life is not covered.
- Wrong Product Shipped: The product delivered does not match the product code or description in the customer’s original order confirmation. Exclusion: If the customer ordered the wrong product code or changed their mind after delivery.
- Order Cancellation: The order is cancelled before it has been dispatched from our warehouse or processing facility. Exclusion: Orders already picked up by the courier partner or that are ‘in transit’ cannot be cancelled.
3. Return Process and Claim Initiation
To initiate a claim for a refund or replacement, the customer must adhere to the following steps:
- Notification Period: The customer must notify the Company of the issue within 48 hours of receiving the delivery.
- Contact: Send an email to care@shivazzasundaram.com with the subject line: “Refund/Replacement Claim – [Order Number]”.
- Required Documentation: The email must include the original Order Number, a detailed description and reason for the claim, and clear photographic evidence showing the damage to the packaging, the product, the batch number, and the shipping label.
- Inspection Requirement: For suspected manufacturing defects, the Company may require a sample of the unused product for technical inspection.
- Return Authorization: Do not return the product until you receive a formal Return Authorization Number (RAN) from the Company. Instructions for return shipping will be provided along with the RAN.
4. Refund Processing and Timelines
If a refund is approved by the Company after review and/or inspection, the following timelines apply:
- Review and Approval: The Company will review the claim and necessary documentation within 5–7 business days after the claim submission.
- Refund Issuance: Once approved, the refund is typically issued to the original method of payment (credit card, bank account, etc.) within 7–10 business days.
- Total Processing Time: The total time until funds appear in the customer’s account may take up to 14–21 business days, depending on the customer’s bank processing times.
Note: Shipping and handling costs paid in the original order are generally non-refundable, unless the return is a direct result of our error (e.g., the wrong product was shipped).
5. Exclusions (When Refunds Will Not Be Granted)
Refunds, replacements, or returns will not be permitted under the following circumstances:
- The product has been opened, partially used, or applied.
- The claim is made after the 48-hour notification period has elapsed.
- The product has been stored incorrectly, causing premature spoilage (e.g., exposure to moisture, excessive heat).
- The customer placed the incorrect order (e.g., wrong quantity or product code).
- The product has exceeded its stated shelf life, as indicated on the packaging.
- Issues related to product performance where the application instructions (TDS/MSDS) were not strictly followed.