Refund & Replacement Policy
This Refund & Replacement Policy (“Policy”) governs all refund and replacement requests related to purchases made on stelnix.com (“Website”). By placing an order, the customer (“you”) agrees to the terms outlined here, along with our Terms of Use and Privacy Policy.
1. Refund Eligibility
A refund will only be initiated in the following cases:
1. The lock system of the product does not function upon delivery.
2. The product is received in a physically damaged condition at the time of delivery.
Refunds will not be processed in cases where:
- The product is damaged after delivery due to misuse, mishandling, or installation errors.
- The product has been tampered with or altered.
- The claim is made without valid proof (photos/videos of unboxing and defect).
2. Replacement Policy
If the product has any manufacturing defect other than the lock not working, or if any part is missing, we will provide a replacement for the same product.
- Replacement requests must be raised within 48 hours of receiving the product.
- The item must be returned in its original packaging, with all tags, manuals, warranty cards, and accessories intact.
- Physical damage reported after 48 hours of delivery will not be accepted.
3. Proof Required for Claims
To process a refund or replacement, you must provide:
- A continuous unboxing video clearly showing the sealed packaging, the unpacking process without any cuts, and close-up shots of the defect/damage.
- Photos of the product and packaging.
- Proof of purchase (invoice/order ID). Failure to provide these will make the request ineligible.
4. How to Initiate a Refund or Replacement
You must contact our Customer Support within 48 hours of delivery via:
- Email: customercare@stelnix.com
- Phone/WhatsApp: +91-9599357001 (Mon–Sat, 10 AM–6 PM)
5. Inspection & Approval
Once we receive your request:
- Our team will inspect the provided proof.
- If approved, we will arrange for return pickup or ask you to ship the product back.
- Refunds will be processed within 7–10 business days to your original payment method.
6. Prevention of Misuse
We value our customers but reserve the right to refuse service to anyone found misusing this policy, including:
- Filing false damage claims.
- Returning products with intentional damage.
- Excessive returns or cancellations. Such accounts may be suspended or permanently blocked.
7. Non-Refundable & Non-Replaceable Items
- Products damaged after delivery due to customer negligence.
- Products without original packaging or accessories.
- Customized or modified products.
- Items purchased under clearance/sale offers.
For further queries, contact customercare@stelnix.com or call/WhatsApp +91 9599357001.