Return and Exchange Policy – Sumitra Enterprises

At Sumitra Enterprises, we believe in building long-term trust with our customers by ensuring transparency, fairness, and customer satisfaction in every purchase. To help you shop with confidence, we have outlined a clear and customer-friendly Return, Exchange, and Refund Policy. Please read each point carefully before making a purchase to fully understand the terms, procedures, and eligibility for returns or refunds.

1. Check Product Information Before Purchase

Before placing an order, we request all our customers to ensure they are fully informed about the product they are buying. We encourage you to confirm the specifications, warranty details, usage instructions, and return eligibility of the product by contacting our sales team. This will help you avoid misunderstandings later. In certain cases, return is possible only under specific conditions, so kindly be aware of the applicable return scenarios for the product you are purchasing.

2. Always Record an Unboxing Video

We strongly request all our customers to record a clear and continuous unboxing video when opening the package for the first time. This unboxing video is mandatory and must begin before the seal is broken. It helps us verify if the product received is in proper condition or if it was damaged or missing any components. Without this video proof, we will not be able to process returns, replacements, or missing item claims. Make sure the video captures the entire process from start to end.

3. When Return is Accepted by Us

We only accept product returns if the product you received is not in the condition as described to you at the time of order or differs from what was promised. If the product is damaged, defective, or incorrect, and this is clearly shown in your unboxing video, we will accept the return and arrange a replacement or further action accordingly. Returns will not be accepted for change of mind, incorrect use, or user-related damage after the delivery has been completed.

4. Exchange Policy for Damaged or Defective Items

If the product you receive is damaged during delivery or found to be non-functional out of the box, we offer an exchange for the same product. This is applicable only when you submit an unboxing video showing the damage clearly. Exchanges are only provided once we receive the defective unit back from your side in its original packaging. In case of items with warranty, replacement will be processed strictly under warranty terms, and no refunds will be issued.

5. Mandatory Invoice for Warranty Claims

If the product you purchased comes with a warranty, please make sure to collect a proper GST invoice from our sales team at the time of purchase. The invoice should clearly mention the warranty duration and applicable terms. This invoice will be required when you request a warranty-based replacement. Without a valid invoice, warranty claims cannot be processed. Kindly remind your sales representative to write warranty details clearly in the invoice for future reference.

6. Responsibility in Case of Transport Damages

In case the order is delivered through railway parcel, third-party courier, or other transport services, any damage caused during transit is considered the responsibility of the transport company. We carefully pack all products before dispatch, but damages that happen during transportation by third parties are beyond our control. Please check your parcel at the time of delivery and raise an immediate complaint with the delivery provider if any damage is noticed externally.

7. Order Cancellation and Modification Policy

Once an order is confirmed and placed, it cannot be cancelled under any condition. However, we do allow changes or modifications to the order before it is dispatched. You may request changes in model, quantity, or specifications if the product has not yet left our warehouse. Once the order has been packed and shipped, no changes will be accepted. We recommend contacting our team immediately if you wish to make any edits to your confirmed order.

8. Drone Products – Special Guidelines

Drones-related accessories require extra care in terms of return, replacement, or damage claims. For any courier-related damage claims involving drones, an unboxing video is strictly compulsory. Missing propellers, batteries, or controllers must be shown clearly in the video to be eligible for support. Any drone warranty claim is strictly evaluated based on actual usage conditions, and replacements will only happen after complete inspection of the returned drone by our team.

9. Replacement Processing Time and Stock Delays

The average processing time for any product replacement is up to 21 working days from the date we receive the returned item. In some cases, if the product is not available in our stock at the time of replacement, the process may take longer. We will inform you of any delays in advance. Please note that the replacement timeline for warranty-based products also depends on the availability of parts and the condition of the product returned to us.

10. Shipping Costs for Returns and Replacements

Customers are responsible for covering the full cost of shipping for returning a product to us for replacement or exchange. Shipping charges will not be reimbursed under any circumstances unless the wrong item was sent by us. Replacement or warranty processing will begin only after we receive the item in question and verify its condition. Please ensure proper packaging and use a reliable courier service while returning products to avoid further damage.

11. Refunds – Timeframe and Deductions

If a refund is approved, the processing will begin within 7 to 9 working days after the returned item is received and inspected by our team. Refunds will only be issued if a replacement is not available or agreed upon mutually. Please note that any transaction charges, payment gateway fees, or bank deductions (such as credit card fees) will not be refunded. In addition, shipping costs will also be deducted from the total refund amount before processing.

12. Credit Card Payments – Transaction Charges

For customers who make payments via credit card or online payment gateways, please be aware that the service charges deducted by banks or third-party payment processors will not be refunded. These charges are irreversible and will be subtracted from your refund total. Refunds will be transferred to the original payment method used during the transaction and may take additional time to reflect based on your bank’s processing timeline.

13. Products Not Covered by Warranty

Items that do not come with any warranty are tested before dispatch to ensure they are in perfect working condition. These products are considered final sale once they are delivered in working order. If such a product is received in a non-working condition, it must be reported immediately with proper video proof. Claims raised after 48 hours or without video proof will not be entertained. Such products are not eligible for a refund but may be exchanged at our discretion.

14. Customer Support and Communication Channels

For all return, exchange, or refund-related inquiries, customers must contact our support team directly with their order number, video proof, and purchase invoice. Our representatives are available to assist you and ensure smooth processing. We recommend reaching out as early as possible in case of any issue. We are here to help you resolve your concerns fairly, but cooperation from your side in following the process is also necessary for faster resolution.

15. Contact Us for Any Assistance

We are always ready to support you with any information or help you may need regarding your purchase, delivery, or after-sales service. Please don’t hesitate to get in touch with us through the following channels:

• Mobile Numbers: +91 95554 04400, +91 93101 71363, +91 98910 98328
• Email: sumitraenterprises111@gmail.com

We appreciate your cooperation in helping us serve you better. Thank you for choosing Sumitra Enterprises.