Cancellation, Returns & Refunds
When you can cancel, what qualifies for a return, and how a refund reaches you.
01Order Cancellations
You cancel
| Window | Outcome |
|---|---|
| Within 24 hours of ordering | Free cancellation, on every order - regardless of how quickly it processes. |
| After 24 hours, before dispatch | We'll review your request and respond within 48 hours. |
| After dispatch | Cancellation is no longer possible; our returns process applies instead |
To cancel, email [email protected] or call +91 80 4013 8226 / +91 81215 23945 with your order number and reason. Cancelling one item from a larger order is handled case-by-case.
We cancel
If we need to cancel your order - stock shortage, pricing error, or a flagged transaction - we'll notify you by phone or verified WhatsApp and issue a full refund/store credit within 5 business days.
02What Qualifies for a Return
| Situation | Eligible? |
|---|---|
| Material damaged in transit | Eligible |
| Wrong item delivered | Eligible |
| Color variation within the same order, from an undisclosed batch mix | Eligible |
| Color/pattern variation across separate orders | Not eligible |
| Reorder for a shortage, landing on a different batch | Not eligible |
| Material already installed or used | Not eligible |
Minor batch-to-batch color or pattern variation is standard across the industry and isn't treated as a defect. If you're reordering to cover a shortage, check batch availability with our team first - a replacement batch may not match exactly.
03Reporting a Problem
| Type | Report within | What we need |
|---|---|---|
| Visibly damaged package, on arrival | Refuse on the spot, no penalty - or accept & report within 48 hours | Photo/video evidence if accepted, before installation begins |
| Damage found after unboxing | 48 hours | Photo/video evidence, before installation begins |
| Defective or incorrect item | 7 days (whichever is later of 6 working days or 7 calendar days) | Photo/video evidence, before installation begins |
| Warranty item | Within warranty period | Photo/video evidence + proof of purchase |
We may occasionally request a small sample for testing or arrange a site audit - this is always at no cost to you, and samples aren't returned once tested.
04Return Shipping & Handling
| Reason for return | Who pays freight | Restocking fee | Refund type |
|---|---|---|---|
| Our error - defect, damage, wrong item | Material Depot | None | Refund/Store credit |
| Personal preference - approved discretionary return | Customer - ₹899 flat (Bangalore/Hyderabad) | 10% of material value | Store credit - wallet or credit note, valid 12 months |
All returns need prior written authorization from our support team. Items must come back in original, unopened packaging - opened boxes can't be accepted.
05Refund Execution
Approved refunds go back to your original payment method within 7-10 business days of claim approval or return receipt, unless you've requested and had an alternate method approved via a verified channel.
Unresolved claim?
If your claim is rejected and you disagree with the outcome, email [email protected] with your order number for a second review.
Need help with an order?
Cancellations, returns, or refund status:
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