Cancellation & Refund Policy

Last updated: 19 October 2026

We want you to be satisfied with every purchase. This policy explains when you can cancel an order, return a product and receive a refund.

1. Cancelling an order

• You may cancel an order free of charge at any time before it is dispatched. Email sales@netxsolutions.co.in or call us quoting your order number.
• Once an order has been dispatched it cannot be cancelled, but you may refuse delivery of a damaged consignment or return it under section 2.
• Orders for items procured specially for you (special models, bulk quantities, large-format or production printers, made-to-order furniture) and software licences that have been issued cannot be cancelled after we have placed the order with the manufacturer, unless the manufacturer accepts the cancellation.

2. Returns

As our products are sealed electronics and equipment, we accept returns only when:

• the item was delivered damaged, or
• it is defective on arrival (does not work on first installation), or
• it is different from what you ordered (wrong model or missing parts),

and you inform us within 48 hours of delivery with your order number and photographs or a short video. The item must be unused beyond the initial check and returned with its original packaging, accessories, manuals and invoice.

For defects found after this period, the manufacturer's warranty applies and we will help you with the warranty claim.

3. Items that cannot be returned

• consumables once opened (toner, ink, drums, paper);
• software, licence keys and subscriptions once issued or activated;
• products damaged by misuse, improper installation by others, power surges or liquid;
• items procured or customised specially for you, unless defective.

4. How we resolve an approved return

After inspection (or manufacturer confirmation for a defect on arrival) we will, at your choice, replace the item, repair it, or refund it. We arrange pickup for approved returns at no cost to you.

5. Refunds

• Refunds are made to the original payment method or by bank transfer to the account that made the payment, within 7 working days of approval.
• For orders paid against a purchase order, a credit note is issued and the refund is processed in line with your organisation's procedure.
• Where a GST invoice has been issued, a credit note will be issued for the refund amount.

6. Service quotations

For chargeable (out-of-warranty) service, no work is started until you approve our written quotation. If you reject the quotation there is nothing to pay unless a visit charge was agreed in advance.

7. Help

If you are unhappy with a decision under this policy, please contact our Grievance Officer — see Grievance Redressal.