IndianBoilers.com Refund & Returns Policy
This policy applies to the purchase of all industrial equipment, including but not limited to Steam Boilers, Thermic Fluid Heaters, and related accessories (collectively, “Equipment”) from IndianBoilers.com. Given the highly specialized, custom-engineered, heavy-industrial nature, and high capital cost of our products, our refund and returns process differs significantly from standard consumer retail policies.
1. General Principles and Exclusions
1.1 Custom-Engineered Nature
All major Equipment (e.g., STEAMJET, ELECTROMAX, INDUCTRON) is manufactured or customized to specific client requirements, pressure codes, and local regulations (e.g., IBR in India). Therefore, sales of custom-built Equipment are generally considered final and non-refundable, except under the terms of the limited warranty (Section 2).
1.2 Non-Returnable Items
The following items are generally not eligible for return or refund:
- All custom-engineered steam boilers and heaters.
- Equipment that has been installed, commissioned, or used in operation.
- Accessories, spares, or components specifically procured or modified for the Buyer’s unique unit.
- Products damaged due to improper installation, misuse, or inadequate water treatment (as this voids the warranty).
1.3 Cancellation Prior to Dispatch
If a cancellation request is received after the final sales contract is signed and the manufacturing process has commenced, the refund provided will be net of costs already incurred by IndianBoilers.com (including design fees, raw material procurement costs, and progress payments made for certified components). This amount will be detailed in the cancellation invoice.
2. Warranty and Manufacturing Defects
Our policy is primarily governed by the Limited Product Warranty issued with every piece of Equipment.
2.1 Warranty Claims (Manufacturing Defects Only)
IndianBoilers.com guarantees that the Equipment will be free from defects in material and workmanship under normal use for the duration specified in the sales contract (typically 12 to 18 months from dispatch or commissioning).
- Eligibility: A refund or return is only considered if the Equipment exhibits a major defect due to faulty design or manufacturing that cannot be corrected by repair or replacement of parts under the warranty.
- Procedure:
- The Buyer must submit a formal written complaint with photographic/video evidence and detailed operational logs demonstrating the defect.
- IndianBoilers.com’s technical team will conduct a thorough remote investigation.
- If confirmed, IndianBoilers.com will first attempt to rectify the defect via site repair or replacement of defective parts at our expense (as covered by the warranty).
- If the defect is proven to be irreparable and compromises the Equipment’s ability to function as specified in the contract, a formal return and refund process may be initiated.
2.2 Exclusions from Warranty Claims
The warranty, and thus the basis for a return/refund, does not cover damage caused by:
- Improper or inadequate boiler water treatment (a leading cause of boiler failure).
- Operation beyond specified design parameters (pressure, temperature, flow).
- Negligence, inadequate maintenance, or unauthorized modifications.
3. Shipping Damage and Insurance Claims
3.1 Damage Upon Arrival (Domestic & International)
As per our Shipping Policy, the risk of loss or damage during transit generally transfers to the Buyer upon handover to the carrier (FOB or Ex-Works terms).
- Crucial Requirement: Any visible damage must be explicitly noted on the carrier’s Proof of Delivery (POD) document at the time of receipt.
- Action: If documented damage occurs, the Buyer should immediately initiate a claim with their respective Transit Insurance Provider. IndianBoilers.com will assist by providing all necessary documentation (invoices, inspection reports) to facilitate the Buyer’s claim.
- Our Responsibility: If the damage is caused by grossly inadequate packaging by IndianBoilers.com, we will repair or replace the damaged component after the insurance claim process is initiated.
4. Refund Process and Payment Terms
4.1 Refund Calculation (If Applicable)
If a full or partial refund is agreed upon due to an irreparable, non-rectifiable manufacturing defect:
- Refund Amount: The amount will be calculated based on the purchase price, less any consumed operational costs, depreciation incurred since delivery, and any subsidies or taxes that are not recoverable by IndianBoilers.com.
- Return Logistics (If required): The cost and risk associated with dismantling and returning the Equipment to the IndianBoilers.com factory location will be defined in the final return agreement.
4.2 Refund Timeline
Once a refund amount is officially agreed upon in writing by both parties, the processing time is as follows:
- Domestic (India): 15 to 30 working days to process the refund payment via NEFT/RTGS to the original source account.
- International: 30 to 60 working days, subject to international banking and currency exchange regulations.
5. Policy for Accessories and Spares
Accessories, spares, and smaller components purchased separately may be eligible for return under specific conditions:
- Eligibility Window: Returns must be initiated within 7 days of delivery.
- Condition: Items must be unused, in the original packaging, and in saleable condition.
- Restocking Fee: A restocking fee of 15% of the invoice value will be applied to cover inspection, testing, and administrative costs. The Buyer is responsible for all return shipping costs.
- Exclusions: Electrical components (like elements for ELECTROMAX), gaskets, and customized items are not returnable.
6. For Technical Support
For any inquiries regarding returns, refunds, or warranty claims, please contact the IndianBoilers.com Customer Service and Technical Support team immediately.
- Email: info@indianboilers.com
- Phone: +917383705055
7. Contact Us
For any further questions regarding our Refund and Cancellation Policy, please contact us:
- By Email: info@indianboilers.com
- By Phone: +917383705055
