Refund & Cancellation Policy

1. Introduction

This Refund & Cancellation Policy outlines the terms and conditions under which KESHAV TILES ("we," "our," or "us") processes refunds and cancellations for products and services purchased from us.

Due to the nature of our products (building materials, tiles, sanitaryware, bathroom fittings), certain restrictions apply to returns, refunds, and cancellations. Please read this policy carefully before making a purchase.

2. Cancellation Policy

2.1 Order Cancellation Before Processing

You may cancel your order within 24 hours of placing it, provided the order has not yet been processed for dispatch. To cancel an order, please contact us immediately at +91 6236873923 or email us at contact@keshavtilehouse.com with your order details.

If your order has already been processed or dispatched, cancellation may not be possible, and standard return policies will apply.

2.2 Custom Orders and Cut-to-Size Materials

Custom orders, including cut-to-size tiles, specially ordered products, or products manufactured to your specifications, cannot be cancelled once production has begun. A 50% cancellation fee may apply if cancellation is requested before production begins.

2.3 Bulk Orders

For bulk orders (typically orders above ₹2,00,000), cancellation terms will be specified in the purchase agreement or quotation. Generally, a cancellation fee may apply depending on the stage of order processing.

3. Return Policy

3.1 Eligible Returns

We accept returns only under the following conditions:

• Defective Products: Products received in damaged or defective condition.
• Wrong Product Shipped: If you receive a product different from what you ordered.
• Quality Issues: Products that do not meet the quality standards as described.

Returns must be requested within 7 days of delivery. The product must be in its original condition, unused, and in the original packaging.

3.2 Non-Returnable Items

The following items cannot be returned:

• Cut-to-size or custom-made tiles and materials
• Products specially ordered for your project
• Opened packages of adhesive, grout, or other consumables
• Installation tools and accessories once used
• Clearance or discounted items marked as "final sale"

3.3 Return Process

To initiate a return:

1. Contact our customer service at +91 6236873923 or email contact@keshavtilehouse.com within 7 days of delivery.
2. Provide your order number, product details, and reason for return.
3. We will provide a Return Authorization Number and instructions for returning the product.
4. Pack the product securely in its original packaging.
5. Return the product to our showroom address or arrange for pickup as instructed.

You are responsible for return shipping costs unless the return is due to our error (wrong product shipped or defective product).

4. Refund Policy

4.1 Refund Eligibility

Refunds will be issued only for eligible returns as described in Section 3. Once we receive and inspect the returned product, we will notify you of the approval or rejection of your refund.

4.2 Refund Methods

Refunds will be issued using the original payment method:

• Credit/Debit Card: Refund will be processed to the original card within 7-10 business days.
• Bank Transfer: Refund will be transferred to your bank account within 5-7 business days.
• Cash/Cheque: Refund will be issued via cheque or cash at our showroom.
• UPI: Refund will be processed to the original UPI ID within 3-5 business days.

4.3 Partial Refunds

In certain cases, only partial refunds may be granted:

• Product with signs of use or damage not due to manufacturing defect
• Missing accessories or parts
• Products not in original condition
• Products returned after 7 days of delivery

4.4 Non-Refundable Items

The following are non-refundable:

• Custom orders and cut-to-size materials
• Delivery and shipping charges (unless due to our error)
• GST and other taxes already paid to government authorities
• Installation services (if separately billed)

5. Exchange Policy

We offer exchanges for defective products or wrong items shipped. Exchanges are subject to product availability.

To request an exchange, follow the same process as returns. Once we receive the returned product, we will ship the replacement product. If the replacement product is of higher value, you will need to pay the difference. If it is of lower value, we will refund the difference.

6. Damaged or Defective Products

If you receive a damaged or defective product:

1. Do not install or use the product.
2. Take clear photographs of the damage/defect.
3. Contact us immediately (within 24 hours of delivery is recommended).
4. We will arrange for inspection and replacement of the defective items.

For installation-related damages (damage occurring during installation), we are not responsible. Please ensure proper handling and installation by qualified professionals.

7. Quantity Discrepancies

If you receive fewer items than ordered, contact us within 24 hours of delivery with your packing slip/invoice. We will arrange for delivery of the missing items.

If you receive more items than ordered, please contact us. You may return the extra items at our expense, or we may invoice you for the additional items if you wish to keep them.

8. Contact Information

For questions about returns, refunds, or cancellations, please contact us:

Business Hours for Returns: Monday to Saturday, 10:00 AM to 6:00 PM

9. Policy Updates

We reserve the right to modify this Refund & Cancellation Policy at any time. Changes will be effective immediately upon posting to the website. Your continued use of our services after any changes constitutes your acceptance of the new policy.

We encourage you to review this policy periodically for any changes.