Refund Policy

Important for Buyers: PrimeServe takes care to ensure that goods delivered are correct, undamaged, unexpired, and as ordered. In the rare instance that a discrepancy occurs, this Refund Policy and the embedded Return & Replacement provisions describe how the issue will be resolved. Compliance with the reporting timelines and documentation requirements is essential — failure to comply may result in rejection of the refund or return claim.

1. Scope

This Refund Policy governs the circumstances under which PrimeServe shall issue refunds, replacements, or credit notes in respect of orders placed on the Platform. This Refund Policy includes provisions on returns and replacements, and is incorporated into the Terms and Conditions.

2. General Principles

Refunds are not automatic. Each refund or return claim is subject to verification by PrimeServe, including review of evidence and inspection of returned goods (where applicable). Refunds shall be processed once the claim has been verified and approved.

3. Refund Eligibility

The Buyer may be eligible for a refund, replacement, or credit note in the following circumstances:

• Goods received are damaged or leaking;
• Goods received are wrong (incorrect item, brand, grade, or quantity);
• Goods received are short of the quantity invoiced;
• Goods received are expired or close to expiry beyond reasonable tolerance;
• Order was prepaid but cancelled before dispatch;
• Order was prepaid but stock could not be fulfilled;
• Duplicate payment was processed for the same order;
• Excess payment was received against an invoice;
• Approved return has been picked up and inspected;
• Pricing or invoice correction is required by mutual confirmation.

4. Reporting Window

To be eligible for a refund, replacement, or credit note, the Buyer shall report the issue within the following windows:

• Visible damage, wrong item, leakage, shortage: at the time of delivery (recorded on the delivery challan), and in any case within 24 (twenty-four) hours of delivery, with photographic and / or video evidence;
• Expired or near-expiry items: within 48 (forty-eight) hours of delivery;
• Sealed consumables found defective on first use (where the defect is not visible from the outside): within 72 (seventy-two) hours of delivery, where reasonable;
• Duplicate or excess payment: within 30 (thirty) days of the payment;
• Pricing or invoice correction: within 7 (seven) days of receipt of invoice.

Reports made beyond these windows may be rejected at PrimeServe's discretion.

5. Documentation Required

To process a refund or return claim, the Buyer shall provide:

• Order number and invoice number;
• Delivery challan number;
• Clear photographs and / or videos of the issue, packaging, and labels (showing batch and expiry where applicable);
• Description of the issue;
• Where relevant, a copy of the page of the delivery challan on which the issue was recorded at delivery;
• Any other information PrimeServe may reasonably require.

6. Non-Returnable Categories

The following categories of goods are not eligible for return except where the goods are wrong, damaged, expired, or defective on receipt:

• Cleaning chemicals where the seal has been broken;
• Custom-procured items (items procured specifically for the Buyer's order on a non-stock basis);
• Perishable items (where applicable);
• Branded items where the seal or tamper-evident packaging has been broken;
• Items where more than 7 (seven) days have elapsed from the date of delivery, unless the issue could not reasonably have been discovered earlier;
• Items that have been used, mixed, diluted, or partially consumed;
• Items that, by their nature, cannot be returned safely (such as opened hazardous chemicals).

7. Product Condition Requirements for Return

To be eligible for return, products must be:

• In their original packaging, unopened, and undamaged (except where the issue is damage or leakage on receipt);
• With all original tags, labels, manuals, batch markings, and accessories intact;
• Accompanied by the original delivery challan and / or invoice copy;
• Free from any modification, marking, or alteration.

8. Refund Process

Upon receipt of a refund / return claim, PrimeServe shall:

• Acknowledge the claim, typically within 1 (one) working day;
• Review the evidence provided;
• Where return of goods is required, schedule a free pickup at the delivery address;
• Inspect the returned goods (where applicable) and confirm whether the claim is approved;
• Issue a refund, replacement, or credit note in accordance with this Refund Policy;
• Communicate the outcome to the Buyer.

9. Pickup and Replacement

Where a return pickup is required, PrimeServe shall arrange the pickup free of charge for the Buyer in cases where the issue is attributable to PrimeServe (wrong, damaged, expired, leaking, short, or defective items). Where the issue is attributable to the Buyer (such as Buyer-initiated cancellation after dispatch or change of requirement), pickup charges may apply.

Replacement, where approved, shall be dispatched as soon as stock is available, in accordance with the Shipping & Delivery Policy.

10. Inspection of Returned Goods

Returned goods shall be inspected at PrimeServe's warehouse. Where inspection reveals that:

• The goods are not in the condition required by clause 7 above;
• The goods do not match the items in respect of which the claim was made;
• The goods have been used, opened, mixed, or altered;
• The claim is not substantiated by the evidence;

PrimeServe may, at its discretion, reject the return claim and may either return the goods to the Buyer (at the Buyer's cost) or hold them for collection.

11. Refund of Prepaid Cancelled Orders

Where a prepaid order is cancelled before dispatch (whether by the Buyer or by PrimeServe), the full amount paid shall be refunded to the original payment method, subject to payment gateway processing timelines.

12. Refund for Stock Unavailability

Where a prepaid order cannot be fulfilled due to stock unavailability, the affected portion of the order shall be cancelled and the corresponding amount refunded.

13. Refund for Duplicate or Excess Payments

Where a duplicate or excess payment is identified, the excess amount shall be refunded after verification, typically within 7 (seven) working days. The Buyer shall provide payment details and bank reference numbers as required.

14. Refund Method

Refunds shall be issued in one of the following ways:

• To the original payment method (credit card, debit card, net banking, UPI, wallet) — preferred where the original transaction was through Razorpay or another payment gateway;
• By NEFT / RTGS / IMPS to the verified bank account of the Buyer — for amounts where original-method refund is not possible (such as COD, NEFT-paid orders, or where the original card has expired);
• By account credit / credit note — to be adjusted against future invoices;
• By such other method as may be mutually agreed in writing.

15. Refund Timeline

Once the refund claim is approved, refunds shall typically be processed within 7 (seven) working days. The actual time for credit to reflect in the Buyer's account depends on the relevant payment gateway, bank, and intermediary networks, and may take an additional 5–7 working days. PrimeServe shall not be liable for delays attributable to such third-party intermediaries.

16. Payment Gateway Dependency

Refunds processed through the payment gateway are dependent on the gateway's policies and procedures. PrimeServe shall use reasonable efforts to ensure timely initiation of refunds; however, PrimeServe shall not be liable for delays caused by the gateway, the issuing bank, or any intermediary.

17. Partial Refunds

Where part of an order is approved for refund and part is not, PrimeServe shall issue a refund for the approved portion only. The Buyer's payment for the remainder of the invoice shall remain due.

18. Refund After Verification Only

All refund claims are subject to verification. Refunds shall not be processed until the relevant evidence has been reviewed, return goods (where applicable) inspected, and the claim approved. Verbal claims, claims without evidence, and claims that do not satisfy the documentation requirements may be rejected.

19. Refund for Credit Orders

Where the order was placed on credit and not yet paid, the approved refund amount shall be applied as a credit note to the Buyer's ledger and shall be adjusted against future invoices in accordance with the Credit Policy. Where there are no future orders, the credit note may be settled by NEFT after closure of the account.

20. GST and Credit Note Treatment

Where a refund or replacement is approved for an item against which a tax invoice has been issued, the corresponding GST credit note shall be issued in compliance with applicable GST law. The Buyer shall reverse any input tax credit availed on the original invoice in respect of such returned items, in compliance with applicable law. PrimeServe shall not be liable for any tax consequence arising from the Buyer's non-compliance with GST credit-note treatment.

21. Chargebacks and Disputed Transactions

Where the Buyer initiates a chargeback or payment dispute through their card-issuing bank or wallet without first raising the issue with PrimeServe and following the refund process described in this Policy:

• PrimeServe shall be entitled to dispute the chargeback with full evidence;
• PrimeServe may withhold any pending refund pending resolution of the chargeback;
• Repeated, unjustified chargebacks may result in account suspension and may be considered fraudulent under the Terms and Conditions.

22. Fraudulent Refund Claims

Any of the following shall constitute a fraudulent refund claim:

• Reporting damage, leakage, shortage, or wrong item that did not in fact occur;
• Reporting non-delivery of goods that have actually been delivered;
• Submission of fabricated photographs, videos, or documents;
• Returning goods that are not the goods originally delivered;
• Returning goods that have been used, opened, or altered, while claiming they are unused;
• Repeated frivolous claims with no genuine basis.

PrimeServe shall be entitled to (a) reject any such claim; (b) suspend or terminate the Buyer's account; (c) recover any costs incurred; (d) withhold any pending refund in respect of unrelated orders to the extent of the alleged fraud; and (e) initiate civil and / or criminal proceedings.

23. Restocking Fee

PrimeServe does not charge a restocking fee for returns made due to fault of PrimeServe (wrong, damaged, expired, leaking, short, or defective items). For Buyer-initiated returns due to change of requirement (where accepted at PrimeServe's discretion under non-returnable category exceptions), PrimeServe reserves the right to charge a reasonable handling charge to cover transport and inspection costs.

24. Cancellation Refunds

Where an order is cancelled in accordance with the order cancellation flow on the Platform:

• If cancelled before order confirmation: full refund of any prepaid amount;
• If cancelled after confirmation but before procurement / packing: full refund of any prepaid amount;
• If cancelled after procurement but before dispatch: full refund, subject to deduction for any non-recoverable cost (rare, applies typically to custom-procured items);
• If cancelled after dispatch: cancellation may not be possible; if accepted at PrimeServe's discretion, refund may be issued less applicable handling and return charges;
• Custom-procured items: cancellation may not be possible after procurement begins.

25. Set-Off

PrimeServe may set off any approved refund or credit note against any amount owed by the Buyer to PrimeServe (such as overdue invoices, late payment charges, or recovery costs), in accordance with the Credit Policy.

26. Contact for Refund and Return Claims

Refund and return claims should be raised through the Platform support flow or directly at:

• Email: info@primeservefs.com
• Phone: +91 7795242918
• Hours: Monday to Saturday, 9:00 AM to 9:00 PM IST
• Chat & Call Support: 24/7

27. Legal Review Disclaimer

This Refund Policy is drafted as a standard policy for the operation of PrimeServe. Specific terms may be modified for enterprise Buyers under separate written agreement.