Shipping and Return Policy
Delivery by Courier / Post / Transporters
All products are delivered either by courier or post or transporters to the address mentioned (billing address will be considered if shipping address not provided) at the time of ordering.
We aim to deliver your products with no delays if they are in stock i.e. within more or less 3 to 10 working days from the date of dispatch (subject to delivery location). The dispatch time can take up to 3 to 4 business days (for stock collection and packing) and more days for special sizes and requirements. Please note this is only an estimated time and delivery may be much sooner or later than the expected time, depending on the order payment status, delivery location, product type (such as length, weight and shape), stock availability and delivery method or shipping type selection. We will notify you during placing your order and also keep you updated till it is delivered. If the dispatch time is expected to be delayed, we will contact you to determine if you want us to proceed with the order with the new dispatch and delivery time.
Please be assured that we will do all we can to get your products to you as quickly as possible. In case of multiple products purchased, product packaging will be combined together depending on the size and weight.
The standard delivery time is between 10.00 am to 6.30 pm Monday to Friday. We also deliver on weekends for certain locations.
We use a network of couriers, postal and transport services. Our products are sent out in good faith and occasionally products are misrouted (due to delivery service provider errors or incorrect address or unable to locate address provided by you), lost in transit, or there may be subject to delays beyond our control. Delivery assurance will not be applicable in case of an accident, Act of God, Force Majored, Floods, Strikes, Political Bandh, Act of enemies of state and events beyond our control. If the contents of your order are for use or installation on site, we recommend you schedule your work after you receive the products. We will not be held responsible or be liable for any compensation for any losses, damages, charges or expenses as a result of any delay in delivery. In case the assured date of delivery falls on Sunday, Holiday, or Political Band (shut down) day, the next working day will be treated as the assured date of delivery.
Order Collection or Self-Pickup
Self-pickup is available for certain products, from our pickup location during our working hours and/or time scheduled with us and/or time given by us. Please contact us to ensure your ordered products are ready for pick up and to schedule pickup time. The self-Pickup time range can be selected at the time of placing the order for most of the products. This time is only an estimate and maybe sooner or later than expected time. You may be intimated in such cases. Please note we may ask you to provide your identification proof, order details copy, transporters copy (provided by us), card or payment details method used to make payments. Please note you arrange the safe and legal mode of transportation while arriving for order pickup. The ordered product should be picked up within 4 days of our pickup intimation date. If pickup is done after 4 days of our intimation, we have the right to charge you 2% of the order value per day. The risk of loss and title of the Products shall stand transferred to the Buyer / Customer upon handing over of the Products to you or your designated shipping carrier and we shall have no further obligations, liabilities or responsibilities in relation to the shipping loss or damage.
Click here for the map and mention the pickup location – (Will be updated soon)
PayPal / Amazon Pay Payment method and Delivery
If you are paying by PayPal or Amazon Pay or other payment methods, it is the customer’s responsibility to ensure that the address registered with PayPal or Amazon Pay or any such payment gateway services is the correct address for the delivery of any orders. If the address in any such services is different, you should contact us immediately (before the order dispatch) to advise us of the correct delivery address. Shipping charges may change in case of a change in the delivery address. Please note that Visiaro Store does not have access to customer data from such payment gateway services and is unable to amend any of the details. If we are not advised of the correct delivery address, then Visiaro Store reserves the right to charge for the re-delivery of any products sent to the wrong address and other charges incurred in the process of delivery. Visiaro Store will not be responsible or be held liable for compensation for any losses, damages, charges or expenses as a result of any delay of delivery or delivery to an incorrect address.
Return / Refund / Exchange Eligibility
- You have the right to return/exchange the ordered products till the return/exchange option is available on your account order page or within the return/exchange period mentioned in the product page calculated from the day on which you or a third party other than the carrier and indicated by you acquires physical possession of the products or in the case of multiple products ordered by you in one order but delivered separately, the day on which you acquire or a third party other than the carrier and indicated by you acquired, physical possession of the last products.
- Products that are wrongly sent or faulty should be notified at the time of delivery or the next day. The reason as wrongly sent or faulty product will not be accepted after the above mentioned period. Package damage should be notified immediately at the time of delivery by rejecting the package and mentioning/noting the type of damage in the slip provided by the delivery person. Failure to provide a note or mention the damage, the return will be considered a normal return and no refund or partial refund (deducting the restocking fee and other costs incurred in processing your order) will be provided which will be solely decided by us on each order.
- If the products are delivered damaged we may require evidence of the damage (e.g. video recording and photographs) before we replace the product or make a refund. Refund or replacement will be carried out after returned product is received by us.
- Subscription / Membership payment cannot be returned / refunded.
- We do not accept returns of powder-coated products, products specially made or designed or arranged for you (such as product cutting, special or custom sizes, etc) unless they are faulty or the wrong product sent by us.
- We do not accept the return/exchange of blackened tube, fittings, clamp and products that turn dull (due to exposure to an open atmosphere or mishandling) or is used.
- We will only accept items that are on our current stock list.
- The refund policy does not apply to specifically sourced products, such as products sold at the request of the customer or user of the website. Please read the details on the product page for more information.
- We cannot arrange for the collection of unwanted products.
Return / Refund / Exchange Policy
- If your ordered products are delivered damaged by our shipping carrier, we reserve the right to collect the damaged products from the delivery address stated on your order. Charges may apply for pickup from an address other than the delivery address mentioned in the order.
- If the products are to be collected this may be on a different day than any replacement products being delivered.
- To exercise the right to return you must inform us of your decision to cancel/return this order by a clear statement, in writing by email at [email protected] or by creating a return request or a ticket from your account order page before returning any item, for further proceedings.
- Please be aware that should you wish to return an item for any reason other than it being faulty or we have sent the wrong products you will need to arrange for the products to be returned to us either by post or courier or transporters (approved by us via email) and this will be at your own cost. We understand it may be difficult to arrange to return some longer lengths of products and in these circumstances, we may be able to arrange collection by our couriers or transporters at your cost. However, please note that we will not be held responsible and no compensation claims will be entertained for any non-collection, missed collection or no-show by our couriers or transporters.
- Any items to be returned should be in the original packaging with labels and should remain unused. Also, ensure the packaging of the product is strong to avoid any damage in return. We will not accept any items that have been used, cut, damaged and are not in a re-saleable condition.
- All returns must show return details on the outer packaging. Our Customer Services team will provide the return details once your return request is accepted. The invoice should also be available with you.
- You must dispatch the products or hand them over to us at the address communicated via email or provided in the ticket raised by you, without undue delay and in any event, not later than 5 days from the day on which you communicate your order return to us. Shipping details of products dispatched for return should be provided. If the product is returned or dispatched later than 5 days, products will not be accepted.
- Products should reach us within 30 days from the date we delivered the product to you if returns shipping is arranged by you.
- If the buyer is not available to receive the product, delivery attempts will be made thrice. If still buyer is not available or delivery is rejected by the buyer, then the order will be treated as buyer return and a refund will be made deducting 20% to 50% restocking fee (subject to products ordered and order value) and other charges incurred in processing your order.
- If your products are delivered damaged, we will make a refund or replace them providing that the products have not been used. If the products have been used, they will be deemed fit for purpose and we reserve the right not to replace or make a refund.
- We may take a deduction from the reimbursement for loss in value of any products supplied if the loss is the result of any unnecessary handling by you; other than any handling beyond what is necessary to establish the nature, characteristics and functioning of the products.
- If you paid for your original delivery, we will refund the original delivery cost to you (except for the supplementary costs arising if you choose a type of delivery other than the least expensive type of standard delivery offered by us) only in case of item product being faulty or we have sent the wrong products. We will not refund the original delivery cost or the cost of us delivering the products if you received free delivery or the cost included in the product cost.
- We reserve the right to recover any amount up to the contract or ordered price of any items returned to us in a damaged state or if the value of the products is diminished by any amount as a result of mishandling the products by you beyond what is necessary to check the nature, characteristics and functioning of the products.
- We may withhold reimbursement until we have received the products back and a full inspection made. Refund will be made subject to inspection and condition of the products received by us.
- We will make the reimbursement using the same mode of payment as you used for the initial transaction unless you/we have expressly agreed otherwise. In case of payments done by cheque, the refund will be made to the same bank account mentioned on the cheque. In case of cash payment, the refund will be made to the wallet as VCash/points which can be utilised for further purchases.
- We are not responsible to return the cheque if the order is cancelled while the cheque is in transit
- We will make the refund (once approved) without undue delay, and not later than 14 days after the day we receive the supplied product back from you or if there were no products supplied, 14 days after the day on which we were informed about your decision to cancel this order.
- An incorrect address provided by you can delay the product delivery and you are liable to pay the additional costs incurred in rectifying the delivery process. In such cases, if products are not delivered, the refund amount will be adjusted with the additional cost incurred in the process.
If you have placed an order and cancelled it prior to the product dispatch or order status as dispatched/shipped, you may be charged for the services/costs incurred in this process. Order cannot be cancelled once the product is shipped (return request can be placed if available).
We also reserve the right to cancel any order for reasons we feel are right. You will not be charged in this case. The reasons for cancellation can be or are not limited to the below points:
- Inadequate address – Incomplete or unclear Customer address or address not accepted by our logistic providers
- Address provided by the customer is not serviceable
- Fraudulent order or false customer information received by us.
- Un-verified phone number
- Order payment not received or unpaid orders
- Stock not available or we run out of stock
- Incorrect pricing or pricing errors on our website
- Delay in order processing and unaccepted by you