Return, Refund, Replacement & Cancellation Policy

Return, Refund, Replacement & Cancellation Policy

This policy explains the return, refund, replacement and cancellation rules for INOX Secure Services products, services and eligible merchant/customer payments. Eligibility is subject to verification and the applicable transaction record.

1. PRODUCT RETURNS AND REFUNDS
Return and refund are available only for a product that is verified as damaged or defective, subject to the applicable product/order conditions. A customer should contact Customer Care and register a complaint before any return or refund action is taken.

2. COMPANY-SIDE INSPECTION AND ON-SITE REPLACEMENT
After a damaged or defective product complaint is registered with Customer Care, INOX Secure/company-side personnel may arrange a customer visit for inspection and verification. If the product is found eligible for replacement, the replacement will be handled from the company side. Where applicable, the product will be replaced on site at the customer's location. The customer is not required to independently arrange a replacement before the company-side verification process.

3. WRONG PRODUCT
If a wrong product is delivered, the remedy is replacement only after verification. A wrong-product case is not treated as a refund case under this policy unless a different remedy is expressly approved by INOX Secure in accordance with applicable law.

4. SERVICE BOOKING CANCELLATION AND ADVANCE PAYMENT
Where a customer cancels an eligible service booking for which an advance payment has been received, the eligible refund will be processed within 7 working days after the cancellation/refund is approved and the required verification is complete.

5. GST REFUND / TAX ADJUSTMENT
Where a GST amount is refundable or requires an eligible tax adjustment, the applicable refund/adjustment will be processed within 7 working days after approval and completion of the required verification/documentation. GST treatment will follow the applicable invoice and tax requirements.

6. REFUND PROCESSING TIMELINE
For an approved eligible refund, INOX Secure will initiate/process the refund within 7 working days. The actual credit time can also depend on the payment method, bank, payment gateway or other financial institution.

7. REFUND-RELATED DISPUTES AND SUPPORT
If a customer disputes a refund decision, replacement decision or refund amount, the matter may be raised through Customer Support. Refund-related disputes/support cases may take approximately 30 days for investigation and resolution depending on the documents, transaction records, inspection findings and other circumstances.

8. MERCHANT WALLET
Merchant wallet funds are a platform-use balance and are not a general cash withdrawal or bank-transfer facility. Where enabled by the platform, a Merchant may use the wallet for permitted platform functions such as recharge, bill payment, eligible ticket booking, shopping/store purchases, lead charges and other services or charges configured by Admin. A Merchant cannot use the wallet as a general payment-collection or money-transfer account.

9. MERCHANT WALLET REFUNDS / ADJUSTMENTS
A Merchant wallet balance is handled separately from customer product refunds. Any wallet credit, debit, reversal or adjustment will follow the relevant transaction record and platform rules. Where an amount is eligible for reversal or correction, Admin may review and apply the appropriate wallet adjustment rather than treating the wallet as a cash-refund mechanism.

10. CUSTOMER CARE FIRST
For damaged, defective or wrong-product complaints, customers should first register the issue with Customer Care. Product inspection, replacement approval and applicable refund decisions will be based on the complaint, order/invoice records and verification.

11. POLICY UPDATES
INOX Secure may update this policy when its products, services, payment workflows or legal/tax requirements change. The latest published version applies to future transactions, subject to applicable law.

12. SUPPORT
For assistance, use the official Customer Support / Contact Us channel published on the INOX Secure platform.