Support Policy

Support

Support Policy

Last updated: 5 August 2026

• Phone — straight away, during working hours.
• Tickets and email — we aim to reply within one working day. That is an aim, not a guarantee: some questions need us to check with a supplier or the courier first, and we would rather tell you honestly that it will take longer than send you a holding reply and go quiet.
• Formal grievances — acknowledged within 48 hours and resolved within one month, in line with the Consumer Protection (E-Commerce) Rules, 2020.
• Tickets raised on a Sunday or a public holiday are picked up on the next working day.

• Orders and delivery — where your shipment is, a delay, a wrong or incomplete delivery, a missed delivery attempt.
• Exchanges and refunds — raising an exchange within the 7-day window, and tracking a refund that is due to you.
• Payments — a payment that was debited but did not show against your order, a failed transaction, a Cash on Delivery query.
• Invoices and GST — getting a copy of your invoice, and checking the HSN or tax detail on it.
• Products — confirming a specification before you buy, checking which variant fits your application, or finding a part we do not list.
• Your account — sign-in trouble, a changed mobile number, correcting a saved address.
• Bulk and repeat supply — quotations, rate contracts, and scheduled deliveries.

Ask us before you order if you are unsure which variant, size or grade you need. We would much rather answer a question than process an exchange.

Said plainly here so you are not told it for the first time when you need it:

• Add or change a GSTIN on an invoice that has already been issued. A GST tax invoice cannot be amended once raised. Enter your GSTIN at checkout, before you place the order.
• Cancel a shipment that has already left our warehouse. Refuse it at the door instead — the outcome is the same and it is faster.
• Take back an item because you changed your mind. Open Box Delivery lets you see the goods before accepting them, so we do not offer change-of-mind returns afterwards.
• Decide a manufacturer's warranty claim. Where a product carries one, we will help you raise it and follow it up, but the manufacturer assesses the claim on its own terms.
• Advise on installation, wiring or safe operation beyond what the manufacturer's documentation says. Industrial equipment must be installed and operated by a competent person. We will not guess, because a wrong answer here is dangerous.

• Give your order number at the start. Almost every question is answered faster with it.
• For anything damaged, wrong or defective, attach photographs of the item and its packaging, including any labels.
• Keep one issue to one ticket. Duplicate tickets for the same problem split the history and slow the answer down.
• Reply on the existing ticket rather than opening a new one, so the whole thread stays together.

Escalate. First to Write to Management, which reaches the people who run the business directly. If that does not resolve it, or you want the complaint formally recorded, write to our Grievance Officer:

Grievances are acknowledged within 48 hours and resolved within one month. If we still have not put it right, you may approach the consumer forum having jurisdiction, or the National Consumer Helpline on 1915.

Support exists for genuine questions about your orders and our products. We close tickets once they are resolved, and tickets left without a reply for a long period are closed too — you can always reopen one or raise a new one.

Our team are entitled to be treated civilly. We may restrict access to the support system where it is used abusively, fraudulently, or to send us content that is unlawful.

Our Return & Exchange Policy sets out the exchange and refund rules in full. Our Terms & Conditions govern your order, and our Privacy Policy explains what we do with your data. Common questions are answered on the FAQ page.