Refund and Cancellation Policy

1. General Policy Overview

This Refund and Cancellation Policy applies to all products and services provided by Solvex, including but not limited to:

• Standard PVC, CPVC, and UPVC Pipes
• Pipe Fittings and Accessories
• Custom Manufacturing Orders
• Bulk Wholesale Orders
• Industrial Piping Contracts

Given the nature of manufacturing and supply, refunds and cancellations are evaluated based on order status and product type as outlined below.

2. Cancellation Policy

2.1 Client-Initiated Cancellation

Clients may cancel a project or service agreement under the following conditions:

Before Manufacturing/Dispatch

• Full refund: If cancellation occurs within 24 hours of order confirmation and manufacturing/dispatch has not begun
• Restocking fee: 10% fee for cancellations after 24 hours if goods have been prepared but not shipped

After Dispatch/Delivery

• Returns accepted only for defective products or incorrect shipments
• Standard products may be returned within 7 days purely for change of requirements, subject to a 20% restocking fee and return shipping costs
• Custom or special orders cannot be cancelled or returned once manufactured

2.2 Solvex Initiated Cancellation

We reserve the right to cancel a project in cases of:

• Non-payment of invoices beyond 45 days
• Material breach of contract by the client
• Impossibility to deliver services due to technical or legal constraints
• Client's failure to provide necessary cooperation or resources

In such cases, the client will be charged only for completed work, and any advance payments for incomplete work will be refunded within 30 business days.

3. Refund Eligibility

3.1 Eligible Refund Scenarios

Refunds may be considered in the following circumstances:

Service Quality Issues

• Deliverables do not meet agreed specifications despite good faith efforts to remedy
• Significant delays caused by Solvex (beyond agreed timelines)
• Material breach of service agreement by Solvex
• Inability to deliver core functionality as specified in the contract

Technical Issues

• Fundamental technical approach proves unfeasible after project commencement
• Critical bugs or issues that cannot be resolved within reasonable timeframes
• Security vulnerabilities that cannot be adequately addressed

3.2 Non-Eligible Refund Scenarios

Refunds will not be provided in the following situations:

• Change in client's business requirements or priorities
• Client's failure to provide necessary inputs or feedback
• Performance issues due to client's infrastructure or environment
• Third-party service failures beyond our control
• Client's change of mind about design or functionality
• Delays caused by client's unavailability or delayed approvals
• Request for refund after project completion and acceptance

4. Refund Process and Timelines

4.1 Refund Request Process

To request a refund, clients must:

1. Submit written request: Send detailed refund request to sales@solvexpro.shop
2. Provide documentation: Include relevant project documents, communications, and evidence supporting the refund request
3. Allow review period: Give us 15 business days to review and investigate the request
4. Participate in resolution: Engage in good faith discussions to resolve any issues before refund consideration

4.2 Review and Decision Timeline

• Initial response: 3 business days to acknowledge receipt
• Investigation period: 15 business days for review and decision
• Decision communication: Written response with decision and reasoning
• Refund processing: 30 business days from approval for refund to be processed

4.3 Refund Calculation

When refunds are approved, they are calculated as follows:

• Completed work: Full payment retained for delivered and accepted work
• Work in progress: Prorated payment based on completion percentage
• Unused services: Refund for services paid but not yet delivered
• Administrative costs: Reasonable administrative costs may be deducted

5. Product-Specific Policies

5.1 Standard Pipes & Fittings

• Eligible for return if unused, verifying original condition and packaging
• Must be reported within 3 days of delivery
• Subject to quality inspection upon return

5.2 Custom & Bulk Orders

• Custom-length pipes or special fittings are non-refundable
• Bulk orders processed specifically for a client are non-cancellable once production begins
• Defects in custom orders will be rectified or replaced, not refunded

5.3 Defect & Warranty Claims

• Claims for manufacturing defects must be supported by photos/videos
• Warranty covers material failure under normal usage conditions
• Physical damage during installation or misuse is not covered

6. Payment and Refund Methods

6.1 Refund Methods

Refunds will be processed using the same payment method originally used, or as agreed:

• Bank transfers: Direct credit to the original bank account
• UPI/Digital wallets: Refund to the original payment source
• Check payments: Company check issued to the client
• Online payments: Processed through the original payment gateway

6.2 Currency and Conversion

• Refunds processed in the same currency as the original payment
• Exchange rate fluctuations are not grounds for additional compensation
• International transfer fees may be deducted from refund amount

7. Dispute Resolution

7.1 Internal Resolution

Before initiating formal disputes, we encourage:

• Direct communication with the project manager
• Escalation to senior management if needed
• Good faith negotiations to resolve issues
• Mediation through a neutral third party

7.2 Formal Dispute Process

If internal resolution fails, disputes may be resolved through:

• Arbitration under the Arbitration and Conciliation Act, 2015
• Court proceedings in Ahmedabad, Gujarat
• Consumer forum proceedings where applicable

8. Special Circumstances

8.1 Force Majeure Events

In case of force majeure events (natural disasters, government actions, etc.):

• Project timelines will be extended accordingly
• No penalties for delays due to force majeure
• Refunds processed for any prepaid services that cannot be delivered
• Mutual agreement on project continuation or termination

8.2 Business Closure or Bankruptcy

In the unlikely event of business closure:

• Clients will be notified as soon as legally possible
• Refunds for undelivered services will be processed according to legal requirements
• Source code and deliverables will be provided to clients
• Reasonable efforts will be made to transfer ongoing projects

9. Policy Updates

This Refund and Cancellation Policy may be updated from time to time. Changes will be:

• Posted on our website with an updated date
• Communicated to active clients via email
• Applied to new contracts and agreements
• Not retroactively applied to existing contracts unless mutually agreed

10. Contact Information

For refund requests, questions about this policy, or to discuss your specific situation, please contact us:

Note: For fastest response, please email your refund requests with all relevant documentation. Phone inquiries are handled during business hours only.

11. Important Notes

• This policy is governed by Indian law and regulations
• Consumer protection laws will supersede this policy where applicable
• Service agreements may contain specific terms that modify this general policy
• Good faith effort to resolve issues is expected from both parties
• Refund decisions are final and not subject to appeal beyond legal remedies
• False or fraudulent refund claims may result in legal action