Last updated: 01/08/2025

1. Overview

BuildCrate is committed to providing high-quality construction materials and excellent customer service. This Return and Refund Policy outlines the conditions under which we accept returns and process refunds for products purchased through our app.

2. Return Eligibility

Packaging: All materials are packed securely in sealed polythene covers. You are advised to check the packaging condition upon delivery.

2.1 Eligible Returns

We accept returns for the following reasons:

  • Damaged Products: Items damaged during transit or storage
  • Defective Products: Manufacturing defects or quality issues
  • Wrong Items: Items delivered that differ from your order
  • Quality Issues: Products that do not meet our quality standards
  • Proof: You retain proof of purchase (order ID, invoice)

2.2 Non-Returnable Items

The following items cannot be returned:

  • Cement and Adhesives: Once opened or exposed to moisture
  • Cut or Custom Materials: Items cut to specific measurements
  • Perishable Items: Products with limited shelf life
  • Used Products: Items that show signs of use or installation
  • Electrical Items: Once packaging is opened (unless defective)
  • Any items

3. Return Time Frame

3.1 Return Window

3.1.1 – For Quick Orders (30 min delivery)

  • Returns must be initiated within 24 hours of delivery
  • Return requests after 24 hours will not be accepted
  • Products must be returned within 48 hours of return approval

3.1.2 – For Bulk Delivery

The product is unopened and in original packaging The return is requested within 10 days of delivery Products must be returned within 48 hours of return approval

3.2 Time Calculation

  • Time is calculated from delivery confirmation
  • Weekends and holidays are included in the calculation
  • Late returns will not be processed

4. Return Process

4.1 Initiating a Return

To return an item:

  1. Contact Us: Call our customer support or use the app
  2. Provide Details: Order number, item details, and reason for return
  3. Submit Photos: Upload clear photos of damaged/defective items
  4. Wait for Approval: We will review and approve eligible returns

4.2 Return Authorization

  • Return Merchandise Authorization (RMA) required
  • RMA number will be provided upon approval
  • Returns without RMA will not be accepted
  • RMA valid for 48 hours from issuance

4.3 Return Pickup

  • We will arrange pickup for approved returns
  • Original packaging and invoice required
  • Items must be in original condition
  • Return pickup is Chargable for eligible returns
  • Return Collection Fee A pickup fee will be charged for return order collection. Fee will depend on the item weight and pickup distance This amount will be deducted from the refund total

5. Refund Process

5.1 Refund Methods

  • Original Payment Method: Refund to original payment source
  • Store Credit: Available for exchanges or future purchases
  • Bank Transfer: Direct transfer to your bank account (if requested)

5.2 Refund Timeline

  • Credit/Debit Cards: 5-7 business days
  • UPI/Digital Wallets: 3-5 business days
  • Bank Transfer: 7-10 business days
  • Store Credit: Immediate upon return processing

5.3 Refund Amount

  • Full Refund: For damaged, defective, or wrong items
  • Partial Refund: May apply for partially used items terms and conditions apply
  • Delivery Charges: Refunded only if the return is due to our error
  • No Deductions: For eligible returns meeting all conditions

6. Exchange Policy

6.1 Exchange Options

  • Size/Specification Change: Subject to availability
  • Brand Substitution: For equivalent products
  • Upgrade/Downgrade: Price difference to be paid/refunded to store credits

7. Quality Guarantee

7.1 Our Commitment

  • Genuine Products: Only original, manufacturer-sourced items
  • Quality Inspection: All products checked before dispatch
  • No Counterfeits: Zero tolerance for duplicate or fake products

7.2 Quality Issues

  • Immediate replacement for quality issues
  • Full refund if replacement not possible
  • Quality complaint resolution within 24 hours

8. Return Shipping

8.1 Shipping Costs

  • Our Error: Free return pickup and processing
  • Customer Request: Customer bears return shipping costs
  • Damaged in Transit: Free return and replacement

8.2 Packaging Requirements

  • Original packaging preferred
  • Protective packaging for fragile items
  • All accessories and documentation included
  • Clear labeling with RMA number

9. Special Circumstances

9.1 Bulk Orders

  • Different return policy may apply
  • Minimum return quantity may be required
  • Custom return timeline for large orders - The product is unopened and in original packaging The return is requested within 7 days of delivery
  • Contact support for bulk order returns

9.2 Seasonal Products

  • Limited return window during peak seasons
  • Special handling for weather-sensitive items
  • Extended processing time during festivals

10. Customer Responsibilities

10.1 Inspection Upon Delivery

  • Inspect items immediately upon delivery
  • Report any issues within 2 hours of delivery
  • Take photos of damaged items
  • Keep all packaging materials
  • check the packaging condition upon delivery.

10.2 Return Condition

  • Items must be unused and in original condition
  • All tags and labels must be intact
  • Complete sets must be returned together
  • No modifications or installations

11. Refund Exceptions

11.1 No Refund Situations

  • Returns initiated after 24-hour window
  • Items damaged due to improper storage
  • Products used or partially consumed
  • Missing packaging or accessories
  • Items not purchased from BuildCrate

11.2 Restocking Fee

  • 10% restocking fee for non-defective returns
  • No restocking fee for our errors
  • Fee deducted from refund amount

12. Warranty and Guarantees

12.1 Manufacturer Warranty

  • All products covered by manufacturer warranty
  • Warranty claims processed separately
  • Original purchase receipt required
  • Warranty terms as per manufacturer

12.2 BuildCrate Guarantee

  • 100% satisfaction guarantee
  • 30-minute delivery promise for quick orders
  • Quality assurance on all products
  • Dedicated customer support

13. Dispute Resolution

13.1 Customer Support

  • Contact our support team for any issues
  • Multiple contact channels available
  • Prompt response within 2 hours
  • Escalation process for unresolved issues

13.2 Resolution Process

  1. Initial Contact: Report issue to customer support
  2. Investigation: We will review your case
  3. Resolution: Appropriate action within 24 hours
  4. Follow-up: Ensure customer satisfaction

14. Contact Information

For returns, refunds, or any questions:

BuildCrate Customer Support

  • Phone: +91-8008622187
  • Email: support.buildcrate@gmail.com
  • WhatsApp: +91-8008622187
  • App: Use in-app chat feature
  • Hours: 9 AM - 8 PM, Monday to Saturday

Return Address:

BuildCrate Warehouse
Telangana, India
PIN: 500089

15. Policy Updates

  • This policy may be updated from time to time
  • Changes will be communicated through the app
  • Updated policy applies to future purchases
  • Existing orders governed by policy at time of purchase

*This Return and Refund Policy is effective as of 01/08/2025 and was last updated on 01/08/2025*