Refund, Return & Cancellation Policy

1. Overview

This Refund, Return & Cancellation Policy explains how Image Care Services (“ICS”, “we”, “our”, “us”) handles cancellations, returns and refunds for products and services purchased through our website or authorised channels.

By placing an order with us, you agree to the terms described below, in addition to our Terms & Conditions and Privacy Policy.

2. Eligibility for returns

We accept return requests for eligible products under the following conditions:

• Return request is raised within 7 days of delivery, unless a different period is clearly mentioned on the product page or invoice.
• Items must be unused, in original condition, and in their original packaging with tags, labels and accessories intact.
• Proof of purchase (order confirmation, invoice or payment receipt) is provided with the return request.

Certain items such as customised products, used home‑care items, or goods marked as “non‑returnable” may not be eligible for return except in case of damage or wrong item received.

3. Non‑returnable items

The following categories are generally not eligible for return or refund, unless required by law: [web:151][web:157]

• Items that have been used, washed, damaged, or altered after delivery.
• Products sold as clearance, “final sale”, or with explicit “no return” mention.
• Opened consumable or hygiene‑sensitive items, where re‑use is not possible.
• Services already fully delivered (such as completed design consultations or on‑site work).

4. Damaged, defective or wrong items

If you receive a damaged, defective or incorrect product, please notify us within 48 hours of delivery with clear photos and order details.

After verification, we may offer a replacement, repair, or refund, depending on product availability and the nature of the issue. If we require the item to be returned, it must be packed securely to avoid further damage in transit.

5. How to request a return or refund

To raise a return or refund request:

• Contact our support team by email or phone (details in the Contact section below).
• Share your order number, item details, reason for return, and supporting photos where applicable.
• Wait for our confirmation and follow the instructions provided for pickup or self‑shipment.

Returns sent without prior approval or with incomplete information may be delayed or rejected.

6. Refund method and timelines

Once the returned item is received and inspected, we will notify you about the approval or rejection of your refund. If approved, refunds will be processed as follows:

• Online payments: Refunded to the original payment method (card, UPI, net‑banking, wallet) within 7–10 working days, subject to your bank or payment gateway timelines.
• Cash on Delivery (COD): Refunded via bank transfer or store credit after you share valid account details.
• Service fees: Where applicable, only the unused portion of pre‑paid service fees may be refunded, as per the specific service agreement.

7. Shipping and pickup costs

For returns due to damaged, defective or wrong items supplied by us, standard reverse shipping or pickup costs will generally be borne by Image Care Services.

For voluntary returns (for example, if you no longer want the product), return shipping charges may be deducted from your refund or paid directly by you, as communicated at the time of approval.

8. Order cancellations

You may request cancellation of an order before it has been packed or dispatched by contacting our support team with your order number.

If the order has already been shipped, it will be treated as a return once delivered, and this Policy will apply. We reserve the right to cancel orders in case of stock issues, pricing errors or suspected fraudulent activity; in such cases, a full refund will be issued for any payment received.

9. Refunds for services

For facility management or interior designing services, refunds are considered case‑by‑case, depending on the work completed, materials procured, and contract terms.

Consultation or site‑visit fees, once utilised, are generally non‑refundable. Any applicable refund terms will be clearly stated in the individual service proposals or agreements.

10. Changes to this Policy

We may update this Refund, Return & Cancellation Policy from time to time. The updated version will be posted on this page with an updated “Last updated” date and will apply to purchases made after that date.

11. Contact us

If you have any questions about this Policy or need help with a return or refund, please contact: