Return Policy
RETURN POLICY
What is Mtlexsspot Return Policy?
Mtlexsspot.com works very hard to deliver the best products and trading experience to you. However, sometimes because of the scale of operation a few exceptional cases may happen. If for any reason you are not satisfied with the product delivered to you, we encourage you to get in touch with our Customer Service team for an appropriate resolution. We will try our best to get the product replaced and if that is not possible because of some operational constraint, we will initiate a refund as per the terms. In all such circumstances, before using the product, please get in touch with our Customer Service team who will guide you on the process for the same or mail us at helpdesk@mtlexsspot.com
In case you have received your order with the outer packaging tampered/meddled, then please capture a photo of the same and share with us.
To improve transparency and provide you with the benefits of the Return Policy, we adhere to below mention points:
• All items to be returned must be unused and in their original conditions such as the original tags and packaging should be intact.
• We would not be able to accept a product if it shows sign of being broken or tampered with.
• We expect that while returning the product you will pack the product very safely and securely. We won't be able to entertain any damage/lost in Transit (For example: If a complaint was raised for Wrong Product Delivery and the sent item got damaged in the transit, then we will not be responsible for the damage and eventually may not be in a position to initiate the replacement request for the original one as well).
• We require a receipt for the Proof of Purchase.
Several types of goods are exempt from being returned, while it may be possible to repair/ install them without technicians help.
| Product | Return | Repair |
| Faucets | No | Yes |
| Hinges | Yes | No |
| Sanitary wares | Yes | No |
| Copper Tubes | Yes | No |
| Copper Fittings | Yes | No |
Please Note:
We may not be able to exchange products bought during sale or discount & replacement/exchange is subject to product/stock availability.
Not Eligible for Returns:
• Partial Returns/Balance Material. (Example: 3 faucets unused out of a total order of 10 faucets / 2 bundle of wires unused out of 6 bundles purchased are not valid for Returns)
• Made to measure products – products that are cut or mixed to meet your requirements are totally excluded from the return service.
• When the product is not installed according to user manual and results in damage/malfunctioning.
• Items purchased from outside of Mtlexsspot site from the supplier cannot be returned to us, it has to be dealt with supplier and would be outside of our preview.
• Most of the products sold at mtlexsspot.com are branded. Thus, the guarantee, warranty and other policies of the specific brand apply for the customer too and would be honored by manufacturer only.
What is the return procedure if I have received a wrong product?
In case if you have received a wrong product from our side, please register a complaint within 72 hrs of delivery to initiate the refund/replacement of your product.
What is the return procedure if I have received a defective/damaged seller warranty product?
The return process would remain the same as stated above. Please register your complain within 48 hrs of delivery along with photographs of the damaged product and packaging. The replacement will be shipped once a confirmation call is made by the Customer Service team for the return.
Where to send back the products?
Products from the manufacturer/ supplier as per the brand should be sent back to them as per their addresses (which is available on the invoice/ packing).
Other goods can be sent to: Mtlexs Online Private Limited- 42, 4th Floor, Chitalia House, Dr. C.H. Street, Marine Lines Church Lane, Mumbai – 400 002.
What are the time lines provided for the Replacement/Refund?
Once we have received your product back, it would be sent for a quality check to our Replacement Verification team. The replacement process would be initiated within 5 business days of the receipt of the product.
In case a Replacement is asked for, then accordingly arrangements would be made to ship the replacement product at no extra cost, however, if the same product is no more available then a refund would be arranged.
In case of a Refund request, the same would be processed within 5 -7 business days after our Replacement Verification team has cleared the product for the refund.
What is the Payment Mode for Refund?
It would remain the same as paid by you to Mtlexsspot while placing an order. If you paid online, then it will be returned online, if you paid by Cash of Delivery option then it would be refunded to you via Demand Draft which will be sent to your address as mentioned while returning the product. In case you ordered Cash on Delivery (COD) order and paid the shipping charges and if you return the product, only the Product amount would be refunded as we do not refund the shipping charges paid by you.
What is Exchange?
You can request an exchange for a product in a different size or color or variety. But you will have to ship the product item with invoice to the manufacturer as per the products/suppliers’ address mentioned on the package.
Exchanges are covered by the 30-day Replacement Guarantee by us.
Exchange is subject to availability of stock with us. If the product is out of stock, you will receive a credit note and NO CASH REFUND is available.
All the pre-conditions of Return Policy & Procedure are applicable in Exchange Policy.
When are Exchange / Replacement NOT possible?
We cannot accept returns in the following cases:
• Return request is made outside the specified time frame.
• Product is damaged because of use or product is not in the same condition as you received it.
• Defective products which are covered under the manufacturer's warranty for eg: Materials manufactured by Cavier Bath Fittings Ltd, Princess, Star Extrusions Pvt Ltd, Janya Extrusions Pvt Ltd, Mega, Osho Sanitarywares Pvt Ltd (TITA), etc. In such cases you may contact the manufacturers through their number, email mentioned.
• Any consumable item which has been used or installed.
• Products with tampered or missing serial numbers.
• Items that are returned without original packaging or accessories.
Shipping/ Return of Goods
To return your product, you should mail your product to: 42, 4th Chitalia House, Dr. C.H. Street, Marine Lines Church Lane, Mumbai-400 002; in case no other address is mentioned on the package.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
CANCELLATION POLICY
Cancellations will be considered only if the request is made within 48 hours of placing an order. However, cancellation is possible only if the product has not been shipped by us.
Cancellation is not possible for the orders obtained on special occasions like Festivals & Special Schemes etc. These are limited period offers and therefore cancellations are not possible.
In case of receipt of damaged or defective product, please report the same to our Customer Service team. The request will, however, be entertained once we have checked and determined the same. This should be reported within 3 days of receipt of the product.
In case of complaints regarding products that come with a warranty from manufacturers, please refer the issue to them.
To cancel your order, kindly mail us at helpdesk@mtlexsspot.com
Full payment will be credited back to your Bank Account/ Credit Card Account within 15 working days.
Mtlexsspot reserves all rights to cancel any order for any reason. Orders may be cancelled for the following reasons:
a. Unavailability of the product.
b. Errors in the details provided (us or customer).
c. Problems identified by Credit and Fraud Avoidance department.
In the unfortunate case of an order being cancelled by us, we will keep you posted on the same and 100% of your payment will be credited back to your Bank Account/ Credit Card Account.
