Refund & cancellation policy

01Cancelling an order

You may cancel an order free of charge at any time before it is dispatched. Contact us with your order reference and we will cancel it and, where payment has already been taken, refund the full amount.

Once a parcel has left the warehouse an order can no longer be cancelled — the return process below applies instead. For cut-to-size or made-to-order material, cancellation is free until cutting or production begins; after that point the order cannot be cancelled.

02What can be returned

Goods may be returned within 7 days of delivery where they are:

• Unused and unfitted, with no cutting, drilling, mixing, dilution or installation carried out.
• In their original packaging, with labels, seals and any protective film intact.
• Complete, including all parts, fixings, accessories and documentation supplied.
• Accompanied by the order reference or a copy of the invoice.

Goods that do not match their published specification are always returnable, regardless of the categories below.

03What cannot be returned

The following cannot be returned once supplied, unless they are faulty or were supplied against the wrong specification:

• Cut-to-size and made-to-order material once cutting or production has started.
• Opened chemicals, adhesives, sealants, paints and lubricants, and any container whose safety seal has been broken.
• Bulk material issued from a broken pack — part-used bags, drums, coils or reels.
• Hygiene-sensitive home supplies where the seal has been broken, such as cleaning consumables and personal-use items.
• Goods damaged after delivery through misuse, incorrect storage or failure to follow the printed handling instructions.

04How to start a return

• Get in touch within 7 days of delivery using the contact form, quoting your order reference and the line you want to return.
• Tell us the reason and attach photographs where the goods are damaged or do not match the specification.
• We confirm the return and tell you whether the courier will collect or whether you should send the goods back.
• Repack the goods in their original packaging, with the order reference visible outside the parcel.
• We inspect on arrival and process the refund once the goods are confirmed as eligible.

Where the return is because we sent the wrong goods, they were damaged in transit, or they do not match the published specification, we pay for collection. Where you have simply changed your mind, the return shipping cost is yours.

05Refund timelines

Approved refunds are issued to the original payment method and credited within 7–10 business days of the returned goods reaching us and passing inspection. Your bank or UPI provider may take a further 2–3 business days to show the credit.

Cash on delivery orders are refunded by bank transfer, so we will ask for account details in writing. We never ask for a UPI PIN, OTP or card number to process a refund — if anyone claiming to be from INFINITAS ECOMMERCE PRIVATE LIMITED does, it is not us.

06Wrong, short or damaged goods

Report transit damage, a shortage against the packing list, or material that does not match the published specification within 48 hours of delivery, with photographs. We arrange collection at our cost and either replace the goods or refund them in full, whichever you prefer. Full detail is in the shipping policy.

07Contact

If a refund is not resolved to your satisfaction, escalate it through our grievance redressal process. This policy is governed by the laws of India, and any dispute is subject to the courts at Bihar.