Return and Refund

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Return and Refund

At NeoSci-Tech Knowledge Solution Pvt. Ltd., customer satisfaction is important to us. We strive to deliver high-quality STEM educational products, handcrafted décor items, resin art, candles, diyas, pottery, and other creative products. This Return, Refund & Replacement Policy explains the conditions under which returns, refunds, and replacements are accepted.

By placing an order through our website, you agree to the terms of this Policy.

1. General Policy

We encourage customers to carefully read product descriptions, specifications, dimensions, materials, and usage instructions before placing an order.

As many of our products are handcrafted or educational in nature, certain items may not be eligible for return unless they are received in a damaged, defective, or incorrect condition.

2. Eligible Reasons for Return or Replacement

You may request a return or replacement if:

  • You received a damaged product.
  • You received a defective product due to a manufacturing defect.
  • You received the wrong product.
  • You received an incomplete order or a product with missing components.
  • The product was significantly different from the description on our website.

All requests are subject to verification by our customer support team.

3. Non-Returnable Items

The following products are generally not eligible for return or exchange unless they are damaged, defective, or incorrectly supplied:

  • Handcrafted resin art
  • Decorative home décor
  • Handmade candles
  • Diyas
  • Pottery and decorative crafts
  • Customised or personalised products
  • Products made specifically on customer request
  • Bulk or institutional orders manufactured to customer specifications
  • Products damaged due to misuse, negligence, improper handling, or normal wear and tear

4. Handmade Product Disclaimer

Our handcrafted products are individually made by skilled artisans.

Minor variations in:

  • colour,
  • texture,
  • finish,
  • dimensions,
  • resin patterns,
  • air bubbles,
  • brush strokes,
  • handcrafted detailing,

are natural characteristics of handmade products and are not considered manufacturing defects.

Returns or replacements will not be accepted solely due to such variations.

5. STEM Educational Products

Educational products such as STEM kits, Chemi Card, Pocket Laboratory products, and other science learning materials should be inspected immediately upon delivery.

Returns or replacements are accepted only where:

  • the product has a manufacturing defect,
  • the wrong product was supplied,
  • essential components are missing,
  • the product was damaged during transit.

Damage resulting from improper use, modification, accidents, or failure to follow instructions is not covered under this Policy.

6. Reporting a Problem

If you receive a damaged, defective, incorrect, or incomplete product, please notify us within 48 hours of delivery.

Your request should include:

  • Order Number
  • Name of the customer
  • Description of the issue
  • Clear photographs of the product
  • Photographs of the packaging
  • An unboxing video (where available and requested)

Failure to report within the specified timeframe may result in the request being declined, subject to applicable law.

7. Condition for Returns

To be eligible for return or replacement, the product must:

  • be unused (unless the defect is only discoverable upon opening),
  • be in its original condition,
  • include all accessories, manuals, and components,
  • be returned in the original packaging where reasonably possible,
  • not show signs of misuse or intentional damage.

8. Return Approval Process

Once your request is received:

  1. Our customer support team will review the information provided.
  2. Additional information or photographs may be requested.
  3. Where necessary, the product may be inspected after return.
  4. We will notify you whether the request has been approved or declined.

Our decision will be based on the evidence provided and the condition of the returned product, subject to applicable consumer protection laws.

9. Replacement

If your replacement request is approved:

  • the same product will ordinarily be shipped, subject to stock availability; or
  • if the original product is unavailable, we may offer:
    • an equivalent product,
    • store credit, or
    • a refund, as appropriate.

10. Refunds

Where a refund is approved, it will generally be processed using the original payment method.

Refund processing timelines may vary depending on the payment provider or financial institution but are typically completed within 7–10 business days after approval.

Shipping charges, gift wrapping charges, or other service fees may not be refundable unless required by law or where the return is due to our error.

11. Return Shipping

Where a return is approved because:

  • the wrong product was supplied,
  • the product was damaged during transit,
  • the product has a verified manufacturing defect,

NeoSci-Tech may arrange return pickup or reimburse reasonable return shipping charges, subject to prior approval.

Where a return is requested for reasons not attributable to our error, return shipping costs may be the customer’s responsibility.

12. Cancellation After Shipment

Orders that have already been dispatched cannot ordinarily be cancelled.

Customers may refer to our Cancellation Policy for additional details.

13. Refusal of Returns

We reserve the right to reject return, refund, or replacement requests where:

  • the request is made after the applicable reporting period,
  • the product has been used or damaged due to misuse,
  • the product has been altered or repaired by an unauthorised person,
  • the returned product does not match the original order,
  • required supporting information is not provided,
  • the issue relates solely to natural variations in handmade products.

14. Bulk and Institutional Orders

Products supplied to schools, colleges, educational institutions, laboratories, coaching centres, businesses, or other organisations under bulk purchase agreements may be governed by separate contractual terms.

Customers placing such orders should refer to the applicable quotation, purchase order, or agreement.

15. Limitation of Liability

Our liability under this Policy shall be limited to the repair, replacement, or refund of the affected product, as determined by NeoSci-Tech and subject to applicable law.

We shall not be liable for indirect, incidental, special, or consequential damages arising from the use or inability to use our products.

16. Changes to this Policy

NeoSci-Tech reserves the right to modify or update this Return, Refund & Replacement Policy at any time.

The revised version will be published on our website with an updated Effective Date.

17. Contact Us

If you have any questions regarding returns, refunds, replacements, or damaged products, please contact us using the contact details provided on our website.

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