This Refund & Returns Policy ("Policy") applies to all purchases made through the SBR Facilities platform at sbrfacilities.com or via direct ordering with SBR Facilities ("we", "us", "our"). Please read this Policy carefully before placing an order. By placing an order, you accept the terms of this Policy.
This Policy is subject to and should be read in conjunction with our Terms & Conditions.
1. General Principles
As a B2B procurement supplier, our products are ordered and dispatched based on confirmed purchase requests. We take quality seriously and will always work to resolve genuine product issues promptly. However, due to the nature of bulk procurement and supply-chain commitments, our ability to accept returns or issue refunds is subject to the conditions below.
2. Cancellations
2.1 Before Dispatch
Cancellation requests made before an order has been dispatched will be considered on a case-by-case basis. To request a cancellation, contact us immediately at info@sbrfacilities.com or +91 77019 35024 with your order number.
- If the order has not been picked/packed: cancellation will generally be accepted with no charge.
- If the order is already packed or staged for dispatch: a restocking/handling fee may apply.
- If the order involves custom or pre-ordered items (including uniforms): see Section 2.3 below.
2.2 After Dispatch
Once an order has been dispatched, cancellation is not possible. You may instead initiate a return in accordance with Section 3 of this Policy after receiving the goods.
2.3 Uniform Orders
Uniform orders are accepted on a pre-booking basis only and require a 20% non-refundable advance payment at the time of booking. Once production or procurement of the uniforms has commenced, the order cannot be cancelled, and the advance is forfeited. The balance is due on delivery.
3. Returns
3.1 Eligible Returns
We accept returns only in the following circumstances:
- Wrong item delivered — you received a product different from what was ordered
- Damaged in transit — the product was visibly damaged upon delivery (must be noted on the delivery acknowledgement at time of receipt)
- Manufacturing defect — the product has a verifiable manufacturing defect reported within the return window
- Short delivery — fewer units were delivered than invoiced
3.2 Non-Eligible Returns
The following are not eligible for return or refund:
- Products that have been used, opened, or partially consumed
- Products damaged due to misuse, improper storage, or handling after delivery
- Products with removed or tampered packaging labels
- Uniform orders where sizing was confirmed by the client prior to production
- Perishable or hygiene-sensitive products (e.g. certain cleaning chemicals once opened)
- Products purchased during a clearance or special offer, unless defective
- Change of mind after delivery
3.3 Return Window
Return requests must be raised within 48 hours of delivery for damage/wrong item claims, and within 7 days of delivery for manufacturing defect claims. Claims raised after these periods will not be entertained.
3.4 How to Initiate a Return
- Email info@sbrfacilities.com with subject line: "Return Request – [Order Number]"
- Include: order number, delivery date, description of the issue, and clear photographs of the product and packaging
- Our team will acknowledge your request within 1 business day and advise on the next steps
- Do not return goods without receiving written authorisation from us — unauthorised returns will not be accepted
3.5 Return Collection
For authorised returns, we will arrange collection from the original delivery address at no charge to you. You must ensure the product is securely repackaged in its original or equivalent packaging.
4. Refunds
4.1 Refund Eligibility
Refunds will be issued once the returned product has been received and inspected by our team. We will notify you of the outcome within 3 business days of receiving the return.
4.2 Refund Options
Where a return is approved, you may choose from the following:
- Replacement — we dispatch a replacement product (subject to availability)
- Credit note — a credit note applied to your account for future orders
- Refund to original payment method — for advance/prepaid orders only
For credit-term (invoice) accounts, a credit note against the relevant invoice is the standard resolution.
4.3 Refund Processing Time
| Refund Method | Processing Time |
|---|---|
| Credit note (account credit) | 1–2 business days after return approval |
| Bank transfer / NEFT | 5–7 business days after return approval |
| Original payment gateway (UPI / card) | 5–10 business days (subject to bank processing) |
4.4 Partial Refunds
In cases of partial short-delivery or where only some items in a multi-product order are returned, a partial refund or credit note will be issued for the affected items only, calculated at the invoiced unit price including applicable GST.
4.5 GST Treatment
All refunds will include the applicable GST amount. A credit note will be issued in accordance with Section 34 of the CGST Act, 2017, which the buyer may use for input tax credit adjustment.
5. Damaged Goods at Delivery
If goods arrive visibly damaged, you must:
- Note the damage on the delivery acknowledgement / POD at the time of receipt
- Take photographs of the damaged packaging and product before opening
- Contact us within 48 hours with your order number and photographs
Damage claims raised after goods have been accepted without notation on the POD may not be honoured, as our logistics partner requires contemporaneous evidence to process transit damage claims.
6. Delivery Charges
Delivery charges are non-refundable except in cases where the error is wholly attributable to SBR Facilities (e.g. wrong item dispatched). In all other cases, delivery charges are retained.
7. Disputes
If you are unsatisfied with the outcome of a return or refund request, please escalate to our Grievance Officer:
| Name | Jyoti Singh |
|---|---|
| info@sbrfacilities.com | |
| Phone | +91 77019 35024 |
We will aim to resolve all escalated disputes within 10 business days. If the dispute cannot be resolved amicably, it shall be referred to the courts at Gurugram, Haryana in accordance with our Terms & Conditions.
8. Changes to This Policy
We reserve the right to update this Policy at any time. Changes will be posted on this page with a revised "Last Updated" date. For orders placed before the date of any change, the policy in effect at the time of order placement will apply.
9. Contact Us
For all return, refund, or cancellation queries:
- Email: info@sbrfacilities.com
- Phone: +91 77019 35024
- Hours: Monday to Saturday, 9:00 AM – 6:00 PM IST
- Address: 311/1 Lajpat Nagar, New Railway Road, Gurugram, Haryana – 122001