- Security & Safety
1. What are the situations under which an order can be cancelled?
a. Cancellation by User: We will be glad to assist you with a cancellation of your order provided the order has not already shipped out. In case the order has shipped out, the order cannot be
cancelled. In exceptional cases, we may allow cancellation of your specific order subject to forfeiture of any costs incurred in shipping process.
b. Cancellation by Buildmatic - Buildmatic may cancel your order in the following exceptional cases
i. Product no longer available or out of stock
ii. Product has been discontinued
iii. Location cannot be serviced
v. Any Force Majeure event
2. What is the process of cancellation of a product?
If you have already placed an order and would like to cancel an order for some reason, you can simply send us a mail at firstname.lastname@example.org from your registered ID with the details of your Order ID.
3. What is the policy on replacement or return of a product?
At Buildmatic, we understand the importance of your purchase and we are committed to making your experience with us as delightful and stress free as possible.
We assure you that all products sold on Buildmatic are brand new and 100% genuine. In case that you are not satisfied with your product, a replacement or return of your product is possible under the following conditions
a. Product delivered differs from the product ordered as per details of the invoice.
b. Product delivered is either defective or faulty.
c. You must inform us about the nature of defect by mailing us at email@example.com within 2 days of receipt of product along with photos of received product.
d. Please note that in case of fragile items like mirrors and sanitaryware, shipping will be done by reputed ground carriers only. In such cases, we will not be able to entertain any damage issues due to shipping. We will, however, maintain images of product prior to shipping for records.
Products being returned must be in an acceptable condition as per the conditions described below
i. Product should be in the original condition and should not have been used, altered or damaged
ii. All original product labels, logo and packing should be completely intact
4. How do I initiate a return or a replacement of a product?
In case you have received a faulty or damaged product, you can inform us within 2 days of receipt of such material by mailing us at firstname.lastname@example.org from your registered ID with the details of your Order ID, issue being faced and photos showing the nature of issue with the product. Our customer support team will evaluate the issue and inform you about the next steps.
5. Can I return part of my order?
Yes, a return can be created at item level and if you have ordered multiple items, you can initiate a return for a partial quantity provided it is a standard individual entity.
6. What is the process for realising a refund?
We endeavour to make your procurement experience as enjoyable as possible. If you are not satisfied with your product for some reason and have returned the product, our operations team will verify the returned products. If everything is in order, we will initiate your refund. You will receive a payment refund with 7-10 days after you receive a confirmation of refund from our side. We will need the following details from your end to process the refund request
• Bank Name and Location
• Account Number
• Account Holders Name
• IFSC Code
7. I've still not received the refund to my bank account. Why?
If you have received a mail from us confirming your refund request then rest assured that we have initiated your refund request and are following up with financial organisations for the same.
Sometimes financial organizations take a longer time to process the refund request. However, if the refund hasn't happened by the date we promised, you can contact us at support@Buildmatic.in and we will gladly help you.