Lotus Services is committed to customer satisfaction while maintaining fair business practices. This Refund & Cancellation Policy outlines procedures for order cancellations, product returns, and refund processing. Please read this policy carefully before placing orders.
1. Order Cancellation Policy
1.1 Pre-Production Cancellation
- Eligibility: Orders can be cancelled without penalty before production commencement
- Procedure: Submit written cancellation request via email to contact@shivpipe.shop with order number and details
- Refund: Full refund of advance payments processed within 7-10 business days
- Timeline: Cancellation requests must be received within 24 hours of order confirmation for instant-stock items
1.2 Post-Production Cancellation
- Standard Products: Once production has started, cancellation charges apply covering raw materials, labor, and overheads incurred
- Calculation: Cancellation charges typically range from 25% to 75% of order value depending on production progress
- Custom Orders: Custom-fabricated or non-standard specification products cannot be cancelled after production commencement
- Partial Cancellation: For bulk orders, partial quantities may be cancelled subject to minimum order requirements
1.3 Order Modifications
- Modifications to specifications, quantities, or delivery schedules must be requested in writing
- Modifications are subject to feasibility and may incur additional charges or timeline changes
- Changes cannot be accommodated once production has started
- Delivery address changes can be made up to 24 hours before dispatch
2. Returns Policy
2.1 Eligible Returns
Products are eligible for return under following conditions:
- Manufacturing Defects: Products with verified manufacturing defects covered under warranty
- Transit Damage: Products damaged during transportation (must be reported within 24 hours of delivery)
- Wrong Products: Incorrect products shipped due to our error (size, specification, or quantity mismatch)
- Quality Issues: Products not meeting BIS standards or specifications mentioned in quotation
2.2 Non-Returnable Items
Following items are NOT eligible for return:
- Custom-fabricated products manufactured to customer specifications
- Products damaged due to improper installation, handling, or storage by customer
- Products used or installed at site (even partially)
- Products without original packaging, labels, or documentation
- Products older than 30 days from invoice date (except warranty claims)
- Clearance sale or discounted products (unless manufacturing defect)
2.3 Return Procedure
- Notification: Contact our customer support within specified timeframe (24 hours for transit damage, 7 days for defects)
- Documentation: Provide invoice copy, product photos, batch numbers, and detailed description of issue
- Inspection: Our technical team will inspect the products or request samples for evaluation
- Approval: Return authorization issued after verification of eligibility
- Collection: Return pickup arranged (for manufacturing defects) or customer ships to our facility
- Resolution: Replacement, repair, or refund provided as appropriate
2.4 Return Conditions
- Products must be unused and in original condition with all packaging intact
- All accessories, fittings, documentation, and test certificates must be returned
- Products must bear original batch numbers matching invoice
- Customer must provide proper packaging for return shipment
3. Refund Processing
3.1 Refund Methods
- Bank Transfer: Refunds credited to customer's bank account (NEFT/RTGS)
- Credit Note: For credit customers, adjustments made against future invoices
- Cheque: Refund cheques issued for cash payments (after verification)
- Payment Gateway: Online payment refunds processed through original payment method
3.2 Refund Timeline
- Pre-Production Cancellation: 7-10 business days from cancellation approval
- Post-Production Cancellation: 15-20 business days after deducting applicable charges
- Defective Product Return: 10-15 business days from receipt and verification of returned goods
- Overpayment Refund: 5-7 business days from identification
3.3 Refund Deductions
Following charges may be deducted from refund amount:
- Production costs incurred (for post-production cancellations)
- Restocking fees (typically 10-15% for standard products)
- Inspection and handling charges
- Return shipping costs (if not manufacturing defect)
- Bank transfer charges and processing fees
- GST as per applicable regulations
4. Replacement Policy
4.1 Direct Replacement
- For manufacturing defects or wrong products, direct replacement offered without additional charges
- Replacement products shipped within 5-7 business days of return verification
- Freight charges for replacement borne by Lotus Services
- Replacement products carry standard warranty from new dispatch date
4.2 Repair Option
- For certain defects, on-site repair may be offered instead of replacement
- Repair services provided by our authorized technicians
- Repaired products covered by remaining warranty period
5. Transit Damage Claims
5.1 Inspection Requirements
- Customers must inspect deliveries immediately upon receipt
- Any visible damage to packaging or products must be noted on delivery receipt
- Photographs of damaged packaging and products required for claims
- Claims must be reported to contact@shivpipe.shop within 24 hours of delivery
5.2 Damage Claim Process
- Submit claim with delivery receipt, photos, and invoice copy
- Our logistics team coordinates with transport company for assessment
- Replacement arranged after damage verification
- Insurance claims processed for significant damages
6. Warranty Claims
Warranty-related returns are covered under our product warranty policy. Please refer to our Terms & Conditions for detailed warranty information.
6.1 Warranty Claim Process
- Report defect within warranty period with supporting documentation
- Provide invoice, test certificates, installation details, and defect description
- Technical inspection arranged to verify manufacturing defect
- Repair, replacement, or credit provided as per warranty terms
7. Special Cases
7.1 Bulk Order Cancellations
- Large project orders require separate cancellation agreements
- Partial deliveries may be accepted to minimize cancellation charges
- Negotiations conducted on case-by-case basis
7.2 Credit Customer Adjustments
- For credit customers, returns adjusted against outstanding invoices
- Credit notes issued with GST adjustments
- Adjustments reflected in next billing cycle
7.3 Force Majeure Situations
- In case of natural disasters, government restrictions, or pandemic situations, special considerations may apply
- Deliveries postponed without cancellation charges
- Mutual agreements reached based on circumstances
8. Customer Responsibilities
- Verify product specifications before order placement
- Inspect deliveries immediately upon receipt
- Maintain products in original condition until installation
- Follow proper installation guidelines to avoid warranty voidance
- Retain all documentation including invoices, test certificates, and warranty cards
- Report issues promptly within specified timeframes
9. Logistics & Shipping Charges
9.1 Return Shipping
- Manufacturing Defect: Return shipping borne by Lotus Services
- Transit Damage: Handled through transport company insurance
- Customer Error: Return shipping charges borne by customer
- Wrong Product (Our Error): All shipping charges borne by us
9.2 Restocking Fees
- Standard products returned in saleable condition: 10% restocking fee
- Products requiring inspection and re-testing: 15% restocking fee
- No restocking fee for manufacturing defects or our errors
10. Dispute Resolution
In case of disputes regarding cancellations, returns, or refunds:
- Escalate to our customer service manager at contact@shivpipe.shop
- Good-faith negotiation attempted within 7 business days
- Technical inspection by mutually agreed third party (if required)
- Final resolution as per Terms & Conditions and applicable laws
11. Exclusions & Limitations
- This policy applies only to products purchased directly from Lotus Services
- Products purchased through distributors or dealers governed by their policies
- International shipments subject to customs and import regulations
- Policy subject to change without prior notice (updated version published on website)
12. Contact for Cancellations & Returns
For all cancellation, return, or refund inquiries, please contact:
Lotus Services - Customer Support
KUNDAN SINGH PURA, NEEMRANA, NEEMRANA
Alwar, Rajasthan - 301705
India
Email: contact@shivpipe.shop
Phone: +91 9901884578
Business Hours: Monday to Saturday, 9:30 AM - 6:30 PM (IST)
⚠️ Important: To ensure smooth processing of cancellations and returns, please provide complete documentation including order number, invoice copy, product photos, and detailed description of issues. All communications should be in writing via email for proper record keeping.
💡 Tip: Most issues can be resolved through proper communication. Before initiating returns or cancellations, consider contacting our technical support team for assistance with installation, usage, or troubleshooting. We're here to help ensure successful project implementation.