Cancellation & Refund Policy
At BuildZone Hardware, operated by Brother's Traders & Services, we aim to provide customers with quality hardware products and reliable service. Please review this policy before making a purchase.
Last Updated: 8 August 2026
This policy explains the general conditions for order cancellations, returns, replacements, damaged or incorrect products, and refunds for purchases made through BuildZone Hardware.
Order Cancellation
Customers may request cancellation of an order before the order has been shipped or dispatched.
To request cancellation, please contact us as soon as possible at Email: Brother.trader12345@gmail.com or Phone: +91 77389 01812 and provide your order number together with the reason for cancellation.
If an order has already been shipped, cancellation may not be possible. Any return requested after delivery will be handled in accordance with the eligibility requirements set out in this policy.
Return Eligibility
A return or replacement may be requested where the product received is damaged, defective upon delivery, incorrect, materially different from the ordered product, or is missing parts or components that were included with the product.
Customers should contact us within 7 days of delivery to request a return or replacement, subject to the conditions set out below.
Return Conditions
To qualify for a return, the product should generally be unused unless use was reasonably necessary to identify a defect, and should be returned with its original packaging where reasonably possible.
The product should also include the accessories, manuals, parts, and other items originally supplied, together with valid proof of purchase or order information.
Returned products should not have been intentionally damaged, improperly installed, altered, modified, or misused. We may request photographs or videos of the product and packaging to verify reported damage, defects, incorrect items, or missing components.
Non-Returnable Products
Subject to applicable consumer rights, returns may not be accepted for products damaged after delivery due to misuse or improper handling, products damaged due to incorrect installation, or products that have been modified, cut, fabricated, customized, or otherwise altered at the customer’s request.
Returns may also be restricted for products showing substantial use unrelated to verification of a reported defect, items missing significant accessories or components due to customer action, clearance or specially ordered items identified as non-returnable before purchase, or products for which the customer selected the wrong size, specification, model, or compatibility where that information was clearly disclosed before purchase.
These restrictions do not limit any rights available to customers under applicable Indian consumer law for defective, damaged, misrepresented, or incorrectly supplied goods.
Damaged Products
If your order arrives damaged, please contact us as soon as possible and preferably within 48 hours of delivery.
Please provide your order number, photographs of the product, photographs of the packaging, a description of the damage, and an unboxing video where available.
After verification, we may arrange a replacement, return, or refund depending on the circumstances and product availability.
Incorrect Products
If you receive a product that is different from the product you ordered, please contact us within 7 days of delivery.
After verification of the order and delivered product, we will arrange an appropriate replacement or refund, as applicable.
Refunds
Once an eligible cancellation or return is approved, the applicable refund will be initiated to the original payment method wherever reasonably possible.
Refund processing may take approximately 5–10 business days after the refund is initiated, depending on the customer’s bank, payment method, and payment service provider.
Payment processing partners, including Razorpay, banks, card networks, and other payment providers may require additional processing time beyond our control.
Shipping Charges
If a return is required because we supplied an incorrect, damaged, or eligible defective product, the applicable return-shipping arrangements will be communicated to the customer.
For other approved returns, return shipping charges may be borne by the customer where permitted and will be communicated before the return is processed.
Replacement
Where appropriate, customers may be offered or may choose a replacement instead of a refund.
All replacements are subject to product availability. If a suitable replacement product is unavailable, an applicable refund may be processed in accordance with this policy.
Refund for Failed Payments
If an amount is deducted from your account but an order is not successfully created, please contact us with the relevant payment and transaction details.
Failed, reversed, or incomplete transactions may also be automatically refunded by the applicable payment provider or bank.
The time required for such refunds depends on the relevant bank, payment method, and payment service provider.