Returns & Refunds

This Cancellation, Return, and Refund Policy outlines the rules and regulations governing purchases made on the QUEIZON platform, operated by the SASMAL GROUP OF INNOVATIONS. By making a purchase with us, you agree to the terms laid out in this detailed policy. We aim to provide absolute clarity to ensure a trustworthy shopping experience.

1. The 5-Day Return & Replacement Window

We stand by the quality of our engineering and craftsmanship. If a standard product does not meet your expectations, or if you receive a defective unit, you are eligible to raise a request within 5 days from the date of delivery.

Depending on the nature of your request and the category of the product, you may opt for either a Full Refund or a Product Replacement. Requests raised after the 5-day window will not be legally entertained.

2. Eligibility Criteria for Standard Returns

To be eligible for a return or replacement, the following stringent conditions must be met:

• The item must be unused, in the same condition that you received it, and free from any scratches, marks, or damage caused by the user.
• It must be in the original packaging with all original tags, manuals, warranty cards, and accessories intact.
• Mandatory Requirement: A clear, un-edited Unboxing Video is strictly required. The video must show the sealed package being opened and the product being taken out. Without this video, claims for physical damage or missing items will be automatically rejected.

3. Exceptions / Non-Returnable Items (Custom Products)

Certain categories of products are exempt from our standard "change of mind" return and refund policy due to their customized and artistic nature.

4. Order Cancellation Policy

Before Dispatch: You may cancel your order for a full refund if the item has not yet been processed or dispatched from our manufacturing unit. Please contact support immediately.

After Dispatch / Custom Orders: Once a standard order has been shipped, it cannot be cancelled. For custom products, cancellation is only permitted within 12 hours of order placement. Once manufacturing begins, cancellation requests will be declined.

5. The Refund Process & Timelines

If your return is approved for a refund, the following protocol applies:

• Inspection: Once we receive your returned item, our Quality Control team will inspect it within 48 hours. We will notify you via email regarding the approval or rejection of your refund.
• Processing: If approved, the refund will be processed back to your original method of payment (via our payment partner, Razorpay).
• Timeline: Please allow 5 to 7 business days for the credited amount to reflect in your bank account or credit card statement, depending on your bank's processing time.

6. Shipping Costs for Returns

If the return is due to a defect or an error on our part (e.g., wrong item delivered), QUEIZON will bear the full return shipping cost. If the return is for a standard item due to "change of mind", the customer will be responsible for paying their own shipping costs for returning the item. Original shipping costs are non-refundable.

7. How to Initiate a Request