Returns, Refunds, and Replacement Policy

1. Applicability & Scope

This policy governs all products purchased from Croire Innovative Paints through our official website [croirepaints.com] and authorized retail channels within India. It details the conditions, procedures, timelines, and legal rights related to returns, refunds, and replacements.

This policy aligns with the Consumer Protection Act, 2019, and standards followed by top industry players such as Asian Paints, Berger Paints, Dulux, and Nippon Paints India.

2. Return Window & Eligibility Criteria

• Return Period: Customers may request returns within 15 days from the date of delivery.
• Product Condition: Return eligibility is subject to the product being unused, unopened, and in its original manufacturing packaging, with labels, seals, and accessories intact.
• Proof of Purchase: A valid invoice, bill, or order receipt must accompany the returned product.

3. Non-Returnable Items

• Customized or bespoke paints, tinting, or colour-matched products.
• Products marked ‘Final Sale’ or clearance/discontinued status.
• Opened or used containers, including partially used cans of paint.
• Gift cards, vouchers, or promotional materials.
• Items supplied as part of a package where policy designates non-returnability.

4. How to Initiate a Return or Refund

• Contact our Customer Support team within the stipulated return window via email at support@croirepaints.com or call +91-9731988999.
• Provide your order number, reason for return, and photographic evidence if applicable.
• Our service team will guide you through the process and issue an Authorization Number (AN) or Return Authorization (RA).
• Pack the items securely, include the original invoice, and affix the RA label provided.

5. Inspection & Evaluation

• Returned items will be inspected within 7 business days of receipt.
• Products that do not meet eligibility criteria or are damaged due to misuse or mishandling will be rejected.
• In case of rejection, products will be returned to the customer at their cost. No refunds will be granted for ineligible returns.

6. Refund Policy & Timelines

• Approved refunds will be processed within 10-15 business days after product inspection.
• Refunds will be credited to the original payment method.
• Refund amounts will exclude shipping costs unless the return was due to our error or product defect.
• Late refunds will be notified, and the customer will be kept updated.

7. Replacement & Exchange Policy

• We offer direct replacements for products found defective or damaged upon receipt.
• Requests for replacements must be made within 48 hours of delivery with supporting evidence.
• Replacements will be dispatched after returning the defective product at our expense.

8. Damaged or Defective Products

• Verify the condition of your order immediately upon receipt.
• Report damage or defects within 48 hours via email or support contact.
• Photos of the defect/damage must be submitted at the time of reporting.
• Eligible claims will be either replaced or refunded according to the customer’s preference.

9. Order Cancellation

• Orders may be canceled up to 24 hours before shipment.
• Post-shipment cancellation requests are treated as return requests.
• Refunds for canceled orders will be processed per the applicable refund timeline.

10. Shipping & Risk Transfer

• Risk of loss or damage transfers to the customer upon delivery.
• Customers are responsible for inspecting deliveries immediately and reporting discrepancies.
• Returning the product in good condition is your responsibility; inadequate packaging may invalidate the return.

11. Refund & Replacement Dispute Resolution

• Disputes will be managed internally, prioritizing fairness and adherence to applicable consumer laws.
• Customers can escalate unresolved disputes via the Consumer Court in Bangalore, Karnataka, India.

12. Customer Obligations & Responsibilities

• Ensure accurate product handling as per provided guidance.
• Use the product within the recommended time frame and storage conditions.
• Report issues promptly with sufficient proof for quick resolution.
• Comply with the instructions for return packaging and shipping.

13. Amendments & Updates

• This policy will be periodically reviewed and updated.
• Amendment notices will be posted on our website, with an effective date.
• Continued use of our platform after updates constitutes acceptance.

14. Contact & Support