Refund policy

Return and Refund Policy

At SDC India, we aim to provide clear and transparent return, replacement, and refund terms for our customers. This policy applies to purchases made through our online store and should be read together with our Shipping Policy, Terms of Service, and Contact Information.

1. Eligibility for Return / Replacement

Returns or replacements are accepted only in the following situations:

- Wrong product supplied

- Short supply / missing items

- Product received in visibly damaged condition at the time of delivery, subject to an allowable transit breakage tolerance as applicable

- Manufacturing defect, if verified by our team and/or the relevant manufacturer

Any issue relating to shortage, transit damage, wrong item, or visible defect must be reported to us within 24 hours of delivery, and before the product is used, installed, mixed, cut, or altered in any way.

2. Conditions for Return Acceptance

To be eligible for return or replacement:

- The product must be unused, unopened, and in its original packaging

- Batch, label, and product identification details must remain intact

- The material must not have been installed, mixed, applied, cut, or consumed

- Supporting photographs / videos, invoice copy, and delivery details must be provided at the time of complaint

Products returned without prior approval from SDC India may not be accepted.

3. Non-Returnable / Non-Refundable Items

The following are generally non-returnable and non-refundable:

- Opened or used bags / kits of tile adhesive, grout, epoxy grout, chemicals, or other application materials

- Tiles, stones, or related materials after installation, cutting, polishing, breakage on site, or use

- Materials ordered specifically for a project, custom quantities, batch-specific supplies, or special procurement items

- Leftover materials after completion of work / project

- Labour, installation charges, site visit charges, loading / unloading charges, transportation charges, boarding / lodging, or any other service-related charges once committed, mobilized, or performed

- Minor shade, texture, batch, or finish variation that is normal in the nature of tiles / stones / construction materials and not a manufacturing defect

4. Inspection and Approval Process

All return / replacement / refund requests are subject to review by SDC India. We may ask for:

- Photographs / videos of the product and packaging

- Batch / lot details

- Delivery challan / invoice copy

- Site and application details where relevant

If required, SDC India may arrange inspection or seek manufacturer review before approving a replacement or refund.

5. Refunds

If a refund is approved:

- Refunds are processed only after the returned goods are received and verified by SDC India, where applicable

- Refunds, if approved, will be made to the original payment method unless otherwise agreed

- Shipping, handling, transport, loading / unloading, and service charges may be deducted where applicable

- Processing time may vary depending on the payment method and banking system

- In approved return cases arising from wrong product supply, verified manufacturing defect, or transit damage, reverse logistics / replacement handling may be arranged by SDC India at its discretion. In all other approved return situations, return transportation / handling charges may be borne by the customer unless otherwise agreed in writing.

6. Replacements

Where appropriate, SDC India may provide:

- Replacement of the damaged / defective / wrong product, or

- Adjustment / credit against a future purchase, if mutually agreed

Replacement timelines depend on stock availability, location, and logistics conditions.

7. Cancellation Policy

Orders may be cancelled only before dispatch / material allocation / service mobilization, subject to review by SDC India.

Once products are dispatched, allocated for a project, specially procured, or services / labour are scheduled or mobilized, cancellation may not be permitted. Any approved cancellation after confirmation may be subject to applicable charges such as logistics, handling, restocking, procurement, or administrative costs.

8. Customer Responsibility at Delivery

Customers must inspect the delivery at the time of receipt and verify:

- Quantity

- Visible damage

- Product description

- Packaging condition

Any visible issue should be recorded and reported immediately. Acceptance of delivery without timely reporting may affect eligibility for return / replacement.

9. Grievance / Claims Contact

For any return, shortage, damage, wrong-item, or refund-related issue, please contact us with:

- Order number / invoice number

- Product details

- Delivery date

- Site address

- Supporting photos / videos

Customer Care / Grievance Contact: SDC India Customer Care

Email: support@sdcindiaonline.com

Phone / WhatsApp: +91 9891578361

Address: SIII C-3/15 Krishna Nagar Delhi 110051, India

We aim to acknowledge grievance/claims communications within 3 working days and endeavour to resolve eligible complaints within 30 days, subject to the nature of the claim, required inspection, and supporting documentation.

10. Important Note

This policy does not limit any rights available to consumers under applicable law. However, customers are requested to read product details, application conditions, and store policies carefully before purchase, as many of the products sold by SDC India are project-based, batch-based, technical, or service-linked in nature.

11. Governing Law and Jurisdiction

This Return and Refund Policy shall be governed by and interpreted in accordance with the laws of India. Subject to applicable law, any disputes arising out of or relating to purchases made through this website, including returns, refunds, replacements, and related claims, shall be subject to the exclusive jurisdiction of the competent courts at New Delhi, Delhi.

12. Customer Responsibility and Indemnity

To the extent permitted by applicable law, the customer shall be responsible for ensuring correct product selection, quantity confirmation, site readiness, storage, handling, and application conditions unless specifically undertaken by SDC India under a separate written agreement. The customer agrees to indemnify and hold harmless SDC India from claims, losses, damages, costs, or expenses arising from incorrect information provided by the customer, improper handling or use of products after delivery, unauthorized installation, site-related issues, third-party labour actions, or use of products contrary to instructions or technical recommendations.