Refund policy

1. Overview

At Plantex India (www.plantex.in), we are committed to delivering high-quality home improvement products — from Bathroom Fittings and Sanitary Ware to Ladders, Flooring, Kitchen Accessories, and Safety & Security solutions. We understand that every purchase decision matters, and we strive to ensure your complete satisfaction.

This policy governs returns, replacements, refunds, and cancellations for all orders placed on www.plantex.in and applies to customers located in India. By placing an order on our website, you agree to the terms outlined herein.

2. Eligibility for Returns

A return request will be considered under the following circumstances only:

The product received is physically damaged or has visible manufacturing defects.
The product delivered is incorrect (wrong model, color, or variant as compared to your order).
The product is not functioning as described on the product page.
The product was damaged in transit (packaging visibly tampered or crushed upon delivery).

INFO: Returns are NOT accepted for reasons of personal preference, change of mind, or dissatisfaction with aesthetics (color shade variation, finish appearance) where the product matches its description.

3. Return Time Window

General return window: 7 calendar days from the date of delivery.
Damage/defect reporting window: 48 hours from delivery. Damage claims reported after 48 hours will not be entertained.
Wrong product delivered: Must be reported within 48 hours of delivery.

IMPORTANT: If your order is marked 'Delivered' on the tracking portal but not physically received, report this within 24 hours to cs@plantex.in.

4. Replacement Policy

Plantex India offers product replacement under the following conditions:

The defective or incorrect product is reported within the specified windows (Section 3).
Photo and/or video evidence of the defect, damage, or incorrect product is submitted at the time of raising the request.
The product is available in stock for replacement.

4.1 Process for Replacement

A reverse pickup will be arranged from your delivery address at no cost for valid replacement claims.
Upon receipt and quality verification of the returned product, a replacement unit will be dispatched within 3–5 business days.
If a replacement unit is unavailable, a full refund will be processed as per Section 6.

4.2 Important Conditions

Replacement will only be initiated after our quality check team verifies the reported issue.
The product must be returned in its original packaging with all accessories, manuals, and components intact.
Replacement requests for products that show signs of installation, drilling, or physical alteration will not be accepted.

IMPORTANT: For sanitary ware and fitting products: once installed, the item cannot be returned. Report any defects or discrepancies before installation.

5. Exchange Policy

Plantex India does not currently offer exchanges for size, color, or variant preferences. If you wish to purchase a different variant, you may:

Cancel your order before dispatch (see Section 10), or
Place a new order for the desired product after the original order is delivered.

INFO: We do not facilitate exchange of products once delivered, except in cases covered under our Replacement Policy (Section 4).

6. Refund Policy

A refund will be issued in the following situations:

The product ordered cannot be replaced (out of stock) and the return has been validated.
The order was prepaid but could not be delivered and has been returned to origin.
Duplicate payment was made due to a technical error.
The order was cancelled before dispatch as per Section 10.

6.1 Refund Mode

Refunds will be credited to the original mode of payment (credit/debit card, UPI, net banking, or wallet).
For Cash on Delivery (COD) orders, refunds will be processed as a bank transfer to the customer's registered bank account. Customers will need to provide bank details.

6.2 Refund Amount

Prepaid orders: Full product value will be refunded. Original shipping charges are non-refundable.
COD orders: Full product value refunded. COD handling charges and original shipping charges are non-refundable.

7. Damaged, Defective, or Wrong Product Received

We take packaging quality seriously, but damage in transit or manufacturing defects can occur. Here is what to do:

7.1 At the Time of Delivery

If the outer packaging is visibly damaged or tampered, do not accept the delivery.
Note the damage on the delivery receipt and hand it back to the delivery person.
Contact us at cs@plantex.in or call our helpline within 2 hours of the delivery attempt.

7.2 After Accepting Delivery

If damage or defects are discovered upon opening the package, report it within 48 hours of delivery.
Share the following with our support team: Order ID, photos of the outer packaging, photos/video of the damaged/defective product, and a brief description of the issue.
Our team will respond within 24–48 business hours with next steps.

INFO: We reserve the right to request additional images or a short video to assess the defect before processing a replacement or refund.

8. Return Process — Step by Step

Step 1: Contact us via email at cs@plantex.in or through the 'Contact Us' page on www.plantex.in within the applicable time window.
Step 2: Provide your Order ID, registered mobile number, reason for return, and photo/video evidence.
Step 3: Our team will verify your claim and respond within 24–48 business hours with either an approval or a request for more information.
Step 4: If approved, a reverse pickup will be scheduled from your delivery address at a mutually convenient time.
Step 5: Pack the product securely in its original packaging (or a sturdy box with sealed tape). All original accessories, manuals, warranty cards, and invoice must be included.
Step 6: Our logistics partner will collect the package. You will receive a tracking number for the return shipment.
Step 7: Upon receipt at our warehouse, a quality inspection will be performed within 2–3 business days.
Step 8: Based on QC results, a replacement will be dispatched or a refund will be initiated within the timelines specified in Section 9.

IMPORTANT: Products returned in damaged, incomplete, or altered condition will not be eligible for replacement or refund and will be sent back to the customer at their expense.

10. Cancellation Policy

10.1 Customer-Initiated Cancellations

Orders may be cancelled within 24 hours of placement, provided they have not been dispatched.
To cancel, email cs@plantex.in with your Order ID and cancellation reason, or use the 'Cancel Order' option in your account portal.
Once an order has been dispatched (shipping tracking number generated), it cannot be cancelled. In such cases, you may initiate a return upon delivery (as per Sections 2–8).

10.2 Orders Not Eligible for Cancellation

Orders placed under Same Day Delivery or Express Delivery schemes.
Custom or personalised orders (engraved, made-to-order items).
Orders placed under limited-time or flash sale offers, once confirmed.

10.3 Plantex-Initiated Cancellations

Plantex India reserves the right to cancel orders in case of: unavailability of stock, suspected fraudulent activity, incorrect pricing due to technical error, or non-serviceability of the delivery pin code.
In all such cases, a full refund will be processed to the original payment method within 3–5 business days. No additional compensation will be provided

11. Non-Returnable & Non-Refundable Products

The following products are not eligible for return, exchange, or refund under any circumstances:

Products that have been installed, drilled, cemented, or otherwise affixed to a structure.
Products with broken seals, missing packaging, or absent accessories/invoice at the time of return.
Customised, engraved, or made-to-order products.
Products with physical damage caused by the customer after delivery (improper handling, falling, misuse).
Products damaged due to electrical surges, water damage (beyond normal use), or improper installation.
Clearance, liquidation, or 'As-Is' sale items explicitly marked as non-returnable at the time of purchase.
Return requests raised after the 7-day return window has elapsed.
Products returned without the original packaging, accessories, warranty card, and invoice.

IMPORTANT: For hygiene and safety reasons, certain sanitary ware products (e.g., toilet seats, washbasins) once opened and used cannot be accepted for return.

12. Shipping Charges

Original shipping charges paid at the time of order are non-refundable in all scenarios except where Plantex India cancels the order.
Reverse pickup charges for valid replacement or return claims will be borne by Plantex India. The customer will not be charged for reverse logistics in such cases.
If a return is rejected upon quality inspection (product found to be in working condition or showing signs of misuse), the product will be shipped back to the customer. Return shipping costs in such cases will be charged to the customer.
For size or variant preference-based exchanges (not currently offered), if facilitated under special circumstances, all forward and reverse shipping costs will be borne by the customer.

13. Conditions for Rejecting a Return Request

Plantex India reserves the right to reject a return or refund request if any of the following conditions are identified:

The return request is raised outside the specified time windows.
The reported issue cannot be verified through submitted photos/videos or physical inspection.
The product shows signs of physical damage caused by the customer, including scratches, dents, or breakage not present at the time of delivery.
The product has been installed or partially assembled in a manner that alters its original condition.
The product is returned incomplete — missing parts, accessories, packaging, or invoice.
The customer is unable to provide proof of purchase (order ID, invoice, or delivery confirmation).
The return is suspected to be fraudulent — based on patterns identified by Plantex India's quality control or fraud detection systems.
The product falls under the non-returnable categories listed in Section 11.

INFO: In case of a rejected return, Plantex India will communicate the reason in writing via email within 48 business hours of the inspection decision.

14. Frequently Asked Questions (FAQ)

Q1: Can I return a product if I simply don't like it?

No. Returns are accepted only for defective, damaged, or incorrect products. If a product matches its description but does not meet your personal aesthetic preference, it is not eligible for return.

Q2: I received a damaged product. What should I do immediately?

Take clear photos and a short video of the damaged product and packaging immediately. Then email cs@plantex.in within 48 hours with your Order ID and the evidence. Our team will guide you through the replacement process.

Q3: How long will my refund take?

After our quality check is completed, refunds are initiated within 2 business days. The time for the amount to reflect in your account depends on your bank or payment method — typically 3–7 business days for card/UPI, and up to 15 days for COD orders.

Q4: Can I cancel my order after it has been shipped?

No. Once an order is dispatched, it cannot be cancelled. You may initiate a return after delivery if it qualifies under our return eligibility criteria.

Q5: What if the product I ordered is out of stock for replacement?

If we are unable to provide a replacement, we will initiate a full product refund to your original payment method.

Q6: I have installed the fitting/tap — can I still return it?

No. Once a product has been installed, it cannot be returned. We strongly recommend inspecting the product for defects before installation. If you notice a defect before installation, contact us within 48 hours of delivery.

Q7: Will Plantex India collect the product from my address?

Yes. For all approved return requests, we will arrange a free reverse pickup from your registered delivery address. You do not need to ship the product yourself for valid claims.

Q8: What documents do I need for a return?

Please keep your Order ID, delivery confirmation message, and the original invoice handy. You will also need to provide photo/video evidence of the issue.

Q9: What if my return request is rejected?

We will communicate the reason for rejection via email. If you believe the decision is incorrect, you may escalate to our Grievance Officer at grievance@plantex.in.

Q10: Does Plantex India offer international returns?

Plantex India currently serves customers in India only. International shipping and returns are not supported at this time.

Legal Notices & Final Recommendations

Add a Governing Law clause: 'This policy shall be governed by the laws of India. Any disputes shall be subject to the exclusive jurisdiction of courts in Ahmedabad, India.'
Add a Modification clause: 'Plantex India reserves the right to modify this policy at any time.'