Refund & Cancellation Policy

1. Overview

This Refund & Return Policy applies to products purchased directly from the Scan & Connect website and forms part of our Terms & Conditions. It explains the circumstances in which a customer may request a refund, return, replacement or cancellation.

We aim to handle genuine product and order issues fairly and transparently. Nothing in this policy is intended to remove or restrict any consumer right that cannot lawfully be excluded under applicable Indian law.

2. Refund Conditions

The following windows are the standard request windows for Scan & Connect physical products. The window is measured from delivery unless stated otherwise. Mandatory consumer rights and any applicable product warranty remain unaffected.

For a standard return, the product should generally be unused, in its original condition and accompanied by the supplied components and packaging where applicable. Activated, used, customised or otherwise excluded products are handled under the non-refundable conditions below.

Unless the issue is caused by our error or a verified product defect, the customer may be responsible for applicable return shipping costs.

3. Non-Refundable Conditions

A refund or return may not be available in the following circumstances, subject always to applicable law and any remedy that cannot lawfully be excluded:

• Activated or used QR products: A QR tag that has already been activated, registered or used may not be eligible for a change-of-mind return because activation may involve digital configuration or service consumption.
• Change of mind after activation or use: Once a tag has been applied, activated or materially used, a return may not be accepted unless the product is defective or another legal remedy applies.
• Customer-caused damage: Damage resulting from incorrect application, misuse, alteration, tampering, unsuitable surfaces, chemical exposure or other avoidable customer actions may not qualify for a refund or replacement.
• Incomplete returns: A return may be rejected or adjusted where required components, packaging or other supplied items are missing, except where the missing item was not reasonably required for the return or applicable law provides otherwise.
• Claims outside the applicable window: Standard return requests made more than 48 hours after delivery may not be processed.

If you are unsure whether your issue qualifies, contact our support team before sending the product back. We will assess the circumstances and advise you of the next step.

4. Refund Process

To request a refund, follow these steps:

1. Contact us: Email support@scanandconnect.com or call +91 9560001697 with your Order ID and a short description of the issue.
2. Provide evidence where required: For damaged, defective or incorrect products, provide clear photographs of the product, QR code and packaging. Additional information may be requested where reasonably necessary.
3. Receive instructions: Our support team will review the request and, where a physical return is required, provide return instructions before you send the product back.
4. Return and inspection: Where approved, the product must be returned in the condition and manner communicated by our team. The returned item may be inspected to verify the reported issue and eligibility.
5. Refund decision: Once the return or claim is approved, the applicable refund will be initiated.
6. Refund credit: Refunds will normally be made to the original payment method, subject to payment-provider capabilities and applicable law.

5. Replacement Policy

Where a replacement is approved, we may provide a replacement product instead of a refund when the issue is limited to a defective, damaged, incorrect or non-functional item and a replacement is reasonably available.

• Replacement eligibility will depend on verification of the reported issue.
• If the correct replacement is unavailable, an applicable refund may be offered instead.
• For products damaged or incorrectly supplied due to our error, we will provide return/replacement instructions and handle the applicable logistics as communicated by our support team.

Replacement timelines depend on product availability, return receipt, inspection and shipping conditions.

6. Return Process

If a return is approved, please follow the return instructions provided by our support team. In general, the process is:

1. Contact us within the applicable eligibility period.
2. Provide the Order ID and details of the issue.
3. Share photographs or other evidence where requested.
4. Wait for confirmation and return instructions.
5. Pack the product securely, including the supplied components where applicable.
6. Send the product using the return method communicated by our team and retain the tracking information.
7. Once received, the returned product may be inspected before a refund or replacement is finalised.

Products should generally be returned unused and in their original condition, subject to the nature of the complaint. This condition does not override rights relating to defective, damaged or incorrectly supplied products.

7. Order Cancellation

An order cancellation request should be made as soon as possible and before the order is dispatched. Once an order has been dispatched, cancellation may no longer be possible and the customer may instead need to follow the applicable return process.

Before dispatch

• Contact us with your Order ID and cancellation request.
• If the order has not been dispatched and cancellation is accepted, any applicable prepaid amount will be refunded to the original payment method.
• For cash-on-delivery orders, no payment refund is required where no payment has been collected, subject to any applicable charges disclosed at the time of order.

After dispatch

Once an order has been dispatched, it may not be possible to cancel it through the normal cancellation process. If you no longer require the product, contact us and we will advise whether a return can be initiated under this policy.

8. Refund Timeline

After a refund is approved, we will initiate the refund to the original payment method, where technically and operationally possible. The time taken for the amount to appear in your account can vary depending on the payment gateway, bank, card issuer or other payment provider.

We will not treat a payment-provider processing delay as a failure to initiate an approved refund where we have already submitted the refund instruction.

9. Important Conditions

• Refunds and replacements are subject to verification of the relevant order and issue.
• Customers should retain their Order ID, shipping information and return tracking details until the matter is resolved.
• We may request reasonable additional information where necessary to verify a claim or prevent misuse of the return/refund process.
• This policy should be read together with our Shipping Policy, Terms & Conditions and Privacy Policy.
• Where any provision of this policy conflicts with a mandatory requirement of applicable law, the mandatory legal requirement will prevail to the extent of the conflict.

10. Contact Us

If you have a question, problem, refund request, return issue, replacement request or cancellation query, please contact our support team. Include your Order ID wherever possible so that we can locate the relevant order quickly.