Return & Refund Policy

Because we ship via cargo (you collect from a cargo office rather than receiving a courier at your door), inspection at the cargo office before paying the cargo charge is the single most important step in any later return claim. Read the Damaged in Transit section of our Shipping Policy before pickup.

• Damage in transit: flag immediately at the cargo office (refuse to pay the cargo charge if damage is obvious), and raise the return in My Orders within 7 days of pickup. Photos taken at the cargo office and a written damage note from cargo staff make this an open-and-shut case.
• Defect surfaced during use (e.g., GSM lower than declared, UV stabiliser failing prematurely). Raise the return within 7 days of pickup; we may ask you to send a sample or additional photos.
• Wrong item shipped: raise the return within 7 days of pickup with a photo of the item received vs the order line.
• After 7 days from pickup: returns are typically not accepted. For genuine manufacturing defects discovered later, contact the Grievance Officer; we evaluate case-by-case.

We accept returns where all of the following are true:

• The product is damaged, defective, or substantially different from what was ordered (size, GSM, colour-class, count, or material).
• The product is in its original packaging with the dispatch labels intact.
• The product is unused and uncut. Tarpaulins and sheeting that have been laid out, cut to size, eyeleted, or installed cannot be returned.
• The return request is raised within the windows in Section 2.
• Supporting photographs are uploaded with the request (mandatory for damage, defect, and wrong-item claims).

• Tarpaulins unfolded from their original packaging: tarps are factory machine-folded under tension and cannot be re-folded to fit. Unfolding voids the return except for genuine transit damage (which should be flagged at the cargo office before opening, per Section 2). If the outer packaging shows visible damage on arrival, document it at the cargo office first; only then open and inspect.
• Products that have been used, cut, eyeleted, washed, or otherwise altered.
• Custom-cut or made-to-order sizes: these are produced for your specific dimensions and cannot be restocked.
• Damage caused by improper storage (e.g., prolonged direct sun exposure on the packaging, water ingress at your end, rodent damage).
• Returns initiated after the window in Section 2 has elapsed, unless the Grievance Officer makes a documented exception.
• Minor variations in colour shade between manufacturing batches; our product photographs are indicative only.
• Cargo charges paid by you at the cargo office (these are paid to the cargo service, not to us; we cannot refund them, see Section 9 below).

The cargo office is the last point at which damage in transit is provable. Once you sign the cargo service's delivery receipt clean and pay the cargo charge, the cargo service treats the goods as accepted in good condition, and we lose our ability to escalate a damage claim with them.

• Inspect every package before paying the cargo charge. Torn covers, soaked corners, holes, and obvious dents are reasons to refuse.
• If outer packaging is damaged, ask cargo staff to mark the damage on their delivery receipt in writing.
• Photograph the package as it sits in the cargo office, then again after opening. Capture both the damage and the cargo office signage in the background.
• If the goods inside are damaged, photograph that too. Save photos with original timestamps.
• Then come home, log in, and raise a return from My Orders with the photos and the damage note attached.

1. 1Sign in and open My Orders.
2. 2Click the affected order, then click Request Return.
3. 3Select the affected items and quantities (partial returns are supported, see Section 11).
4. 4Choose a return reason from the menu and add a short description.
5. 5Upload photographs. Damage and wrong-item claims require at least one photo; we recommend three (package, label, item).
6. 6Submit. You will see the return request reflected against the order with a Pending status.

• Our team reviews every return request within 2 business days.
• We may message you on the order thread to ask for more information (more photos, a short video, batch number on the packaging, etc.).
• If we approve a refund, the request moves to Approved and the refund is sent to our payment gateway (see Section 9 for timing).
• If we approve a replacement, we coordinate the re-dispatch and email you a new dispatch confirmation.
• If we reject the request, we tell you why on the order thread. You can then escalate to the Grievance Officer if you disagree.

Where we approve a refund or replacement that requires the goods back, the customer ships the goods to our Puttur warehouse via the same cargo network. We pay the return cargo charge in the following cases:

• Damage in transit (documented at the original cargo office).
• Defect attributable to manufacturing.
• Wrong item shipped.

For change-of-mind or specification-mistake returns (where accepted as an exception), the customer bears the return cargo charge. We will tell you which case applies when we approve the return.

• Refunds are processed via our payment gateway to the original payment instrument: the UPI app, card, or bank account used at checkout. We cannot refund to a different account.
• Once we trigger the refund, the payment gateway returns the amount within 5 to 7 business days, subject to your bank's settlement cycle. UPI and most cards settle faster (often within 2 business days).
• You will receive an email confirming the refund with a refund reference number. Keep this for your records.
• The refund covers the goods amount actually paid on this site. Cargo charges paid in cash at the cargo office are not refundable: they were paid to the cargo service, not to us.
• GST collected at order time is refunded proportionally as part of the refund amount.

Where you prefer a replacement of the same item over a refund, indicate that in the return request. We will dispatch a replacement subject to stock availability. If the product is out of stock or has been discontinued, we will automatically convert the request into a full refund and notify you.

You can return a subset of items, or a subset of quantity within a line item, while keeping the rest. You can raise multiple return requests against the same order within the 7-day window. For example, one item damaged immediately at pickup and another defect discovered three days later. Each request is reviewed independently.

Limits. To protect against abuse, we accept a maximum of 4 return requests per order and 8 return requests per customer in any 30-day window. These limits are well above any pattern a legitimate buyer is likely to hit; if you have a genuine case beyond them, contact our Grievance Officer and we will review your situation manually.

Cancellation differs from a return: it applies before the order is dispatched.

• Self-service window, within 1 hour of payment. Open the order on My Orders and click Cancel order. The refund is issued automatically to your original payment method.
• After 1 hour, before dispatch. Contact us on WhatsApp or raise a query on the order. If we have not yet dispatched, we cancel manually and trigger the refund.
• Once dispatched. Cancellation is no longer possible. Follow the returns process once the goods reach the cargo office.
• Cancellation refunds typically appear within 5 to 7 business days, same as Section 9 above.

Processing fee on customer-initiated cancellations. We retain exactly the non-refundable payment-gateway fee that the gateway charged us on your original payment, never more. The amount is fetched live from the gateway at the moment of cancellation, so there is no flat rate and no margin.

• UPI / RuPay debit cards: NPCI mandates ₹0 interchange on these methods. The payment processor may charge a small platform fee on top; whatever they actually charged us is what is retained, often ₹0 or a small flat amount.
• Credit cards / debit cards / net banking: gateway fee is the actual charge the payment provider kept, typically a small percentage of the order value plus GST on that fee. Worked example: a ₹1,000 card payment where the gateway kept ₹24 results in a ₹976 refund.
• This fee does NOT apply to defective, damaged, or wrong-item returns: those are refunded in full per Section 1.
• This fee does NOT apply when we cancel the order from our end (out-of-stock, dispatch failure, address issue). Full refund in that case.
• If the gateway is temporarily unreachable when you cancel, we issue a full refund and absorb our own gateway loss. We never overcharge based on an estimate.

Limit on self-service cancellations. To protect against abuse, the self-service cancellation flow accepts a maximum of 15 cancellations per customer in any 30-day window. This is well above any pattern a legitimate buyer is likely to hit; if you have a genuine case beyond it, contact our Grievance Officer and we will cancel the order manually after review.

Nothing in this policy limits the rights you have as a consumer under the Consumer Protection Act, 2019, including the right to have defective goods repaired or replaced, to seek a refund for goods that do not meet declared specifications, and to approach a District / State / National Consumer Disputes Redressal Commission having jurisdiction over your residence.

Where any provision of this policy is inconsistent with your statutory rights, the statutory right prevails.

The fastest path is to raise a return from your My Orders page. Our team responds within 2 business days. For escalations and anything not covered above, our Grievance Officer handles every complaint.