Shipping, Cancellation, Return & Refund Policy

1. Order Confirmation & Processing

• Orders are confirmed after successful payment authorization/confirmation.
• Processing timelines may vary based on product type (hardware/electronics/mechanical/software) and availability.
• For Cash on Delivery (COD) orders, PROJECTWAALA may verify order details before dispatch and may cancel if verification fails.

2. Shipping & Delivery

• We ship orders to the delivery address provided at checkout.
• Estimated delivery timelines depend on courier partner and destination. Delivery delays may occur due to factors beyond our control.
• Shipment tracking details are shared when available (SMS/Email/WhatsApp as applicable).
• Risk of loss or damage transfers to the customer once the shipment is handed over to the courier/carrier.

3. Cancellation Policy

• Cancellation requests are accepted only before dispatch.
• Once the order is dispatched/shipped, it cannot be cancelled.
• Customized/specially assembled kits or made-to-order items cannot be cancelled once processing has started.

4. Return & Replacement Eligibility

Returns/replacements are accepted strictly for damaged, defective, missing-part, or wrong-item deliveries.

• You must report the issue within 48 hours of delivery.
• Please share clear photos of the product, packaging and invoice label, and an unboxing video (recommended) for damage/missing items.
• Products must be unused, in original condition, and returned with all accessories and original packaging.
• PROJECTWAALA reserves the right to verify and inspect the claim before approving a replacement/refund.

5. Non-Returnable / Non-Refundable Items

• Software-based kits, license keys, digital downloads, and online services once delivered/activated.
• Customized, modified, or specially assembled kits.
• Products damaged due to misuse, incorrect wiring/connection, improper installation, negligence, liquids, burns, physical breakage, or unauthorized repairs.
• Normal wear and tear, consumables, or damage due to voltage fluctuations/external factors.

6. Refund Policy

If a return/refund is approved, refunds are processed to the original payment method used at checkout (Razorpay/Stripe/card/UPI/netbanking/wallet, etc.).

• Refunds are initiated after inspection/verification and approval of the claim.
• Shipping/handling charges are generally non-refundable, except where the return is due to our error (wrong/defective item).
• Gateway/bank processing timelines may vary; receipt of funds depends on your bank/payment provider.

7. Chargebacks / Payment Disputes (Razorpay / Stripe)

If you raise a chargeback/dispute with your bank/payment provider, please contact us first so we can resolve it quickly.

• We may request supporting documents (order confirmation, delivery proof, courier tracking, communication records, photos/videos).
• If a dispute is raised while the order is in transit or under verification, resolution may take longer due to evidence collection.
• Fraudulent claims or misuse of chargebacks may be reported to relevant authorities.

8. Contact & Support (Refund/Return Requests)

To request a cancellation, return, replacement, or refund, contact us with your Order ID and issue details.

• Email: support@projectwaala.com
• Phone/WhatsApp: +91 9164697888
• Support Hours: 11:00 AM to 7:00 PM IST

9. Policy Enforcement & Final Decision

• All approvals (replacement/refund) are subject to product inspection and verification.
• PROJECTWAALA reserves the right to refuse requests that do not meet eligibility conditions.
• Nothing in this policy limits rights available under applicable laws; however, remedies are subject to verification and documentation.