Return, Refund & Exchange Policy

At Infinity ProTools India Private Limited, we strive to supply quality automotive tools, workshop equipment, spare parts, and related products with a reliable customer experience. Please read this Return, Refund & Exchange Policy carefully before placing an order.

1. No General Returns or Refunds

We do not accept general returns or offer refunds once a product has been sold and delivered. All sales are treated as final unless the product delivered is defective, damaged in transit subject to verification, or an incorrect item has been supplied by us.

2. Exchange Policy for Defective or Incorrect Items

Exchange requests will be considered only under the following circumstances:

• The product received is defective.
• The product delivered does not match the item ordered.
• The product has a genuine issue that is reported within the eligible reporting period and is accepted by our verification team.

3. Reporting Time Limit

Any exchange request for a defective, damaged, or incorrect item must be raised within 7 days from the date of delivery. Requests received after this period may not be eligible for exchange.

4. Proof Required for Claim Review

To review any exchange claim, the customer must provide:

• Order number or invoice reference
• Description of the issue
• Clear photos of the product, packaging, labels, and invoice
• Video proof wherever required to show the defect or mismatch

Claims without proper supporting evidence may be delayed, rejected, or kept on hold until sufficient information is received.

5. Exchange Eligibility Conditions

To be eligible for exchange approval:

• The product must be unused and not improperly installed, altered, or damaged after delivery.
• The product must be returned in its original packaging, wherever applicable.
• All accessories, manuals, labels, tags, and supplied components must be included.
• A valid order confirmation, tax invoice, or proof of purchase must be provided.

6. Non-Eligible Cases

Exchange, return, or refund will not be applicable in the following cases:

• Change of mind after purchase
• Wrong product ordered by the customer
• Normal wear and tear
• Damage due to misuse, improper handling, negligence, incorrect installation, overload, or unauthorized repair
• Products found used, incomplete, tampered with, or not in resaleable condition
• Requests raised after the allowed reporting period
• Special order, non-stock, custom, imported-on-request, or non-returnable items, unless separately agreed in writing

7. Refund Policy

Refunds are generally not applicable under normal sales transactions. A refund, if approved in exceptional cases at the sole discretion of the Company, may be processed only after product inspection, internal approval, and commercial verification.

Where a refund is approved:

• It may be adjusted against the original payment method, credit note, or any other mutually agreed commercial mode.
• Applicable deductions such as payment gateway charges, freight, handling, packaging, or damage-related deductions may apply wherever relevant.
• Processing timelines may vary depending on banking channels and internal approval procedures.

8. Shipping & Logistics for Approved Exchanges

At present, our exchange support is intended for orders shipped within India. For exchange cases approved by us due to defective or incorrect products:

• Reverse pickup or exchange logistics will be arranged or approved by our team.
• Shipping charges for approved exchange cases may be borne by us, as per the nature of the claim and logistics feasibility.
• Customers should not dispatch the product without confirmation from our support team.

9. Inspection and Approval Process

All returned products sent for exchange review are subject to inspection by our internal team, brand principal, service partner, or authorized technical reviewer, as applicable. Approval for exchange, replacement, service action, or rejection will be based on the actual condition of the product and the submitted evidence.

10. Warranty vs Return / Exchange

If a product issue arises after installation or use, the matter may fall under the applicable warranty policy rather than this Return, Refund & Exchange Policy. In such cases, the product will be handled as per the relevant warranty and service terms applicable to that product category or brand.

11. How to Raise a Request

To raise a return, refund, or exchange-related request, please contact us with complete details:

• Order number / invoice number
• Customer name and contact details
• Product name / part code
• Description of issue
• Photos / video evidence

12. Final Decision

Infinity ProTools India Private Limited reserves the right to accept, reject, or conditionally approve any return, refund, exchange, or replacement request after verification. The Company’s decision on claim eligibility, product condition, and applicable action shall be final, subject to applicable law.

13. Contact Us