Refund and Returns Policy

Refund, Return & Cancellation Policy

Effective Date: [01-02-2026]
Last Updated: [18-02-2026]

This Refund, Return & Cancellation Policy is issued by Suraksha Solutions (“Company”, “we”, “us”, “our”), operating the website https://surakshita.com, in accordance with the Consumer Protection Act, 2019 and Consumer Protection (E-Commerce) Rules, 2020.

By placing an order on our website, you agree to the terms outlined below.

For assistance, contact:
📧 Email: info@surakshita.com

1. Cancellation Policy

1.1 Order Cancellation by Customer

  • Orders may be cancelled before dispatch without penalty.
  • Once the order has been dispatched, cancellation is not permitted. The order will be treated under the Return Policy.

1.2 Cancellation by Company

We reserve the right to cancel an order due to:

  • Pricing or typographical errors
  • Non-availability of stock
  • Payment authorization failure
  • Suspicion of fraudulent transaction

In such cases, a full refund will be issued within 7–14 business days to the original payment method.

2. Return Policy (7 Days)

We offer a 7-day return window from the date of delivery.

To qualify for return:

  • The product must be unused, uninstalled, and in original condition.
  • The product must be returned with original packaging, tags, manuals, and invoice.
  • The return request must be raised within 7 days of delivery.
  • The product must not show signs of tampering, misuse, or damage.

Return requests raised after 7 days may be rejected at our sole discretion.

3. Non-Returnable Products

In accordance with applicable laws, the following items are not eligible for return:

  • Customized or made-to-order products
  • Installed fire safety systems
  • Gas cartridges, refilled extinguishers, or safety equipment once opened
  • Hazardous materials or flammable goods
  • Products damaged due to improper installation or third-party handling
  • Clearance or liquidation sale items
  • Gift cards and digital products

Fire safety products once installed or commissioned are considered accepted and non-returnable.

4. Damaged, Defective, or Wrong Products

If you receive a damaged, defective, or incorrect item:

  • Notify us within 48 hours of delivery
  • Share clear photos/videos of the product and packaging
  • Email: info@surakshita.com

If verified:

  • We will arrange reverse pickup at our cost, OR
  • Provide a replacement, OR
  • Issue a full refund (including shipping charges)

Failure to report within 48 hours may result in rejection of the claim.

5. Inspection & Approval

All returned products are subject to quality inspection.

We reserve the right to:

  • Approve the refund
  • Approve partial refund (if product shows minor usage or missing components)
  • Reject the return if eligibility conditions are not met

The company’s inspection findings shall be final and binding, subject to applicable consumer laws.

6. Refund Policy

Once approved:

  • Refunds will be processed to the original mode of payment.
  • Processing time: 7–14 business days from approval.
  • Banks/payment gateways may take additional time as per RBI settlement cycles.

Cash on Delivery (COD) orders will be refunded via:

  • Bank transfer (NEFT/IMPS) upon submission of bank details.

Shipping charges are non-refundable unless the return is due to company error.

7. Return Shipping Charges

  • If return is due to defect, damage, or wrong item → We bear return shipping cost.
  • If return is for convenience (non-defective item) → Customer bears return shipping cost.
  • Shipping charges may be deducted from the refund amount where applicable.

We recommend insured and trackable shipping for high-value returns.

8. Exchange Policy

We replace products only in case of:

  • Manufacturing defect
  • Transit damage
  • Incorrect product delivery

Exchange is subject to stock availability.

9. Limitation of Liability

Surakshita Fire & Safety shall not be liable for:

  • Improper installation by unauthorized personnel
  • Failure to maintain fire safety equipment as per manufacturer guidelines
  • Damage caused by misuse, negligence, or external factors
  • Indirect or consequential losses

Our maximum liability shall not exceed the purchase value of the product.

10. Force Majeure

We shall not be held responsible for delays or failure in performance due to events beyond reasonable control including natural disasters, government restrictions, transport disruptions, or supplier delays.

11. Grievance Redressal Officer

(As required under E-Commerce Rules, 2020)

Name: Raju
Email: info@surakshita.com
Response Time: Within 48 working hours
Resolution Timeline: Within 30 days from complaint receipt

12. Governing Law & Jurisdiction

This policy shall be governed by the laws of India.
Any disputes shall be subject to the jurisdiction of courts located in [Bengaluru, India].

Customers may also approach the appropriate Consumer Disputes Redressal Commission under the Consumer Protection Act, 2019.

13. Policy Updates

We reserve the right to update or modify this policy at any time without prior notice. Changes will be effective upon posting on our website.