At Stem Factory Solutions Pvt. Ltd. (referred as ‘Stem Factory’) our goal is to ensure that our customers are completely satisfied with their purchases. In lieu of this we work with the best Indian / International brands and quality delivery partners. The products listed on our website are either for industrial or business use, and are generally covered by manufacturer’s Guarantee / Warranty except for a few products of consumable nature such as cable ties, cable markers, cable cleats, sleeves etc. The products listed on our website are from brands with proven track record of successfully providing products to several industrial and business projects across India and even across the globe across several countries. Having mentioned this, there could be few and rare occurrences of incorrect deliveries or the product falling short of its promise. In the event that you are not satisfied with your purchase, Stem Factory offers the following return policy:

Acceptable Reasons for Return, Replacement:

• Products received in damaged condition.
• Products with manufacturing defects.
• Incorrect products received.

Eligibility for Return, Replacement:

• Returns must be initiated within 5 days of the delivery date.
• Products must be in their original packaging and condition, with all tags, manuals and accessories intact. Valid invoice(s) must be available with customer.
• Products that have been used or altered in any way cannot be returned.
• Custom-made products cannot be returned.
• Any item(s) ordered as a group or a package cannot be returned separately
• Any item(s) ordered under a price sale will not be eligible for return
• Products of consumable nature such as cable ties, cable markers, cable cleats, sleeves etc may or may not be covered under any Guarantee / Warranty terms. Such products are NOT ALLOWED for Returns, Refunds, Replacements and no claims for returns, refunds or replacements shall be entertained for such item(s).

Return, Replacement Process:

To initiate a return request, please contact our customer service team by email at [email protected] mentioning below details:

• Reason for return (one of three mentioned above in Section 1)
• Your order reference number and invoice number
• Details of the affected item(s) including about any damage, defect(s), incorrect item(s)
• Photograph of the affected item(s) clearly showing the issue with the item(s)
• Unboxing video of the delivered package in case of reason for return being ‘incorrect products received’ or ‘products received in damaged condition’

Our customer service team will review your request, undertake an investigation alongwith the brand or product / service provider about whose item(s) you have initiated return request to ensure that the item(s) meet the eligibility criteria.

In case we require to see the said item(s), in normal course you (the customer) will be asked to, and will be responsible for shipping such item(s) in question back to the address from which it was dispatched to you. However, in rare cases, and at our own sole discretion or in association with our brand, manufacturer, product / service partners we may depute a person / representative to your industrial unit, project site or business location.

Based on our investigation we will notify you about the acceptance or rejection of your return request.

In case of acceptance of your return request:

• The customer is responsible for shipping the returned product back to us. In such cases, we will cover the cost of return shipping and supplying you replacement item(s).
• We will reimburse you with any shipping cost incurred by you in the event that we had earlier asked you to ship the item(s) back to the address from where they were dispatched to you earlier.
• We will endeavour to provide you with replacement item(s) promptly based on availability of such item(s) with no additional cost to you.
• In case of unavailability of the item(s) under replacement we shall refund you the entire amount paid by you after receiving the item(s) sent by you back to the address from which they were dispatched.

In case of rejection of your return request:

• No Replacement or Refund shall be made by us against the said item(s). You will have to bear the cost of shipping the item(s) back to the address from where the item(s) were dispatched as well as the cost of shipping same item(s) back to you on a prepaid basis.

Payment of Refunds:

• Refunds will be processed within 10 business days of receiving the returned product.
• Refunds will be made in the same form / account as the original payment.
• In the case of products received in damaged condition or with manufacturing defects, we will also refund the cost of return shipping.

Exceptions:

Products that do not meet the eligibility criteria for return as described in sections 2 and 3 cannot be refunded.

Cancellations:

You may cancel your order only before the order(s) is / are ‘Under Dispatch’. Once the shipment is either under dispatch or dispatched, it can be returned based on the return eligibility criteria but not cancelled.

On receiving an order cancellation request via email on [email protected], we will process your cancellation request and refund your order amount within 10-14 business days from the day of receipt of successful Cancellation Request.

Cancellation Criteria

Your order can be cancelled under any of the following circumstances:

• Incorrect or incomplete information regarding the order address (street number, landmark, etc.)
• Incorrect product specification mentioned on cablecommunity.com
• If the area falls under ‘non-serviceable zone’ or ‘out of delivery area’ as specified by our logistics / courier partner
• In case of suspected fraudulent information
• In exceptional cases, if a product runs ‘out of stock’, the out-of-stock product will be cancelled from your order.

This return policy is subject to change at any time without prior notice. If you have any questions or concerns about our return policy, please contact our customer service team at [email protected].