Refund & Cancellation Policy

Introduction

At Industrial BOILERS Industrial, we are committed to customer satisfaction. This Refund and Cancellation Policy outlines the terms and conditions for order cancellations, returns, and refunds. Due to the custom nature of industrial boiler systems, special conditions apply.

1. Order Cancellation

1.1 Cancellation Before Production

Orders may be cancelled before production begins, subject to the following conditions:

• Written cancellation request must be submitted to contact@industrialboilersltd.shop
• Cancellation must be requested within 7 days of order confirmation
• A cancellation fee of 10% of the order value will be charged to cover administrative costs
• If design work or engineering has been completed, additional charges may apply

1.2 Cancellation After Production Begins

Once production has commenced, cancellations are generally not accepted. However, in exceptional circumstances:

• A cancellation fee of 30-50% of the order value will be charged
• Customer is responsible for costs incurred for materials and labor
• Refund amount will be determined after deducting all applicable costs
• Custom-manufactured components cannot be refunded

1.3 Cancellation Process

To cancel an order:

1. Submit a written cancellation request via email to contact@industrialboilersltd.shop
2. Include order number, date of purchase, and reason for cancellation
3. Our team will review your request and respond within 2-3 business days
4. If approved, refund processing will begin as per the timeline mentioned below

2. Returns

2.1 Standard Products

Standard, non-customized products may be returned within 15 days of delivery under the following conditions:

• Product must be unused and in original packaging
• All accessories, manuals, and documentation must be included
• Return authorization must be obtained before shipping
• Customer is responsible for return shipping costs
• A restocking fee of 15% may apply

2.2 Custom Products

Custom-manufactured boiler systems and equipment cannot be returned unless:

• The product is defective or damaged upon delivery
• Wrong product was delivered due to our error
• Product does not meet agreed specifications

2.3 Non-Returnable Items

The following items cannot be returned:

• Custom-designed and manufactured boiler systems
• Products that have been installed or used
• Consumable parts and accessories
• Products damaged due to misuse or negligence
• Products without original packaging or documentation

3. Refunds

3.1 Refund Eligibility

Refunds may be issued in the following cases:

• Order cancelled before production begins (subject to cancellation fee)
• Product is defective and cannot be repaired or replaced
• Wrong product delivered due to our error
• Product does not meet agreed specifications
• Duplicate payment made by customer

3.2 Refund Amount

The refund amount will be calculated as follows:

• Order value minus applicable cancellation fees
• Minus any costs incurred (design, engineering, materials, labor)
• Minus shipping and handling charges (non-refundable)
• Minus payment processing fees

3.3 Refund Process

Approved refunds will be processed as follows:

• Refund approval notification via email
• Processing time: 7-10 business days from approval
• Refund credited to original payment method
• Bank transfer for large amounts may take 10-15 business days
• Customer will receive confirmation once refund is processed

3.4 Partial Refunds

Partial refunds may be issued in cases where:

• Product is received in damaged condition (customer must report within 48 hours)
• Some components are missing or defective
• Product shows signs of use or installation

4. Defective or Damaged Products

4.1 Reporting Damage

If you receive a defective or damaged product:

• Inspect the product immediately upon delivery
• Report any damage or defects within 48 hours
• Provide photographs and detailed description
• Do not install or use the damaged product

4.2 Resolution Options

For defective or damaged products, we offer:

• Replacement: Free replacement of defective parts or complete unit
• Repair: Professional repair at our facility or on-site
• Refund: Full refund if replacement or repair is not feasible

4.3 Warranty Claims

Products covered under warranty will be repaired or replaced as per warranty terms. Please refer to the warranty documentation provided with your product.

5. Advance Payment and Deposits

5.1 Non-Refundable Deposits

For custom orders, an advance payment or deposit is required. This deposit is generally non-refundable as it covers:

• Design and engineering costs
• Material procurement
• Production planning and scheduling
• Administrative expenses

5.2 Exceptions

Deposits may be refunded in full if:

• We are unable to fulfill the order due to technical limitations
• Production timeline exceeds agreed schedule by more than 60 days (without valid reason)
• We cancel the order due to circumstances within our control

6. Service Cancellations

6.1 Installation Services

Installation service cancellations:

• Must be made at least 48 hours before scheduled installation
• Cancellations within 48 hours will incur a 25% cancellation fee
• Same-day cancellations will incur a 50% cancellation fee
• Rescheduling is allowed once without additional charges

6.2 Maintenance Contracts

Annual maintenance contract cancellations:

• 30 days written notice required
• Pro-rata refund for unused period (minus services already provided)
• No refund if more than 50% of contract period has elapsed

7. Force Majeure

In cases of force majeure events (natural disasters, pandemics, war, government restrictions, etc.), both parties may cancel orders without penalty. Refunds will be processed for amounts paid minus costs already incurred.

8. Dispute Resolution

In case of disputes regarding refunds or cancellations:

• Contact our customer service team first to resolve the issue
• Provide all relevant documentation and evidence
• We will investigate and respond within 7 business days
• If unresolved, the matter will be subject to arbitration in Valsad, Gujarat

9. Changes to This Policy

We reserve the right to modify this Refund and Cancellation Policy at any time. Changes will be effective immediately upon posting on our website. Orders placed before policy changes will be governed by the policy in effect at the time of purchase.

10. Contact Us

For cancellations, returns, or refund requests, please contact us:

Please read this policy carefully before placing an order. By placing an order, you acknowledge that you have read and agree to this Refund and Cancellation Policy.