Cancellation and Refund Policy
This Refund Policy outlines the terms and conditions governing order cancellations, product returns, and refunds for purchases made from SP Petrochemicals. By placing an order with us, you agree to these terms.
Last Updated: January 1, 2026
Important: Due to the nature of petrochemical and chemical products, special conditions apply to returns and refunds. Please read this policy carefully before placing your order.
1. Order Cancellation
Customers may request cancellation of their order under the following conditions:
1.1 Before Dispatch
- Orders can be cancelled free of charge before the products are dispatched from our warehouse
- Full refund of the amount paid will be processed
- Cancellation request must be communicated via phone or email
1.2 After Dispatch
- Once products have been dispatched, cancellation is not possible
- Customer will need to follow the return process (Section 2) after receiving the goods
- Transportation/freight charges may be non-refundable
1.3 Custom/Blended Orders
Non-Cancellable: Orders for custom blends, private-label products, or specially procured items cannot be cancelled once production or procurement has begun.
2. Product Returns
SP Petrochemicals accepts product returns only under the following circumstances:
2.1 Eligible Return Reasons
- Wrong Product Delivered: Product received is different from what was ordered
- Quality Defect: Product does not meet the agreed specifications or quality standards
- Damaged in Transit: Product packaging is damaged or product is contaminated during delivery
- Quantity Discrepancy: Quantity received is less than what was invoiced and paid for
- Expired Products: Product delivered is past its shelf life or expiry date
2.2 Return Conditions
Reporting Timeline
Issues must be reported within 48 hours of receiving the goods. Claims after 48 hours may not be accepted.
Product Condition
Products must be in original, unopened, and sealed packaging. Opened or partially used products are not eligible for return.
2.3 Non-Returnable Products
- Products that have been opened, used, or tampered with
- Custom blended or private-label products
- Products stored improperly by the customer (not as per MSDS guidelines)
- Products where the return request is made after 48 hours of delivery
- Bulk tanker deliveries (unless quality issue is proven at the time of receipt)
3. Quality Complaints
If you believe the product received does not meet the agreed quality specifications:
-
Report Immediately:
- Contact us within 48 hours of delivery with batch number, invoice number, and details of the issue
- Provide photographs of the product, packaging, and labels if applicable
-
Quality Investigation:
- Our quality team will investigate the complaint
- We may request a sample of the product for testing
- Investigation is typically completed within 7-10 working days
-
Resolution:
- If the complaint is valid, we will offer a replacement or full refund
- Return logistics for defective products will be arranged at our cost
- A Certificate of Analysis (COA) for the replacement batch will be provided
4. Refund Process and Timeline
4.1 How to Request a Refund
-
Submit Request:
-
Acknowledgment:
- We will acknowledge your request within 2 working days
-
Verification & Approval:
- Our team will verify the claim and process the refund
- For quality complaints, refund is processed after investigation completion
-
Refund Credit:
- Approved refunds are processed via bank transfer (NEFT/RTGS)
4.2 Refund Timeline
| Refund Scenario |
Processing Time |
| Order cancelled before dispatch |
5-7 working days |
| Wrong product delivered |
7-10 working days (after product pickup) |
| Damaged in transit |
7-10 working days (after verification) |
| Quality complaint (valid) |
10-15 working days (after investigation) |
| Quantity discrepancy |
5-7 working days (for short-supplied amount) |
5. Refund Amount Calculation
| Scenario |
Refund Amount |
Freight Charges |
| Cancellation before dispatch |
100% of product amount |
Fully refunded |
| Wrong product / Quality defect |
100% replacement or refund |
Return freight borne by SP Petrochemicals |
| Damaged in transit |
100% of damaged product value |
Return freight borne by SP Petrochemicals |
| Customer-initiated return (change of mind) |
Not applicable — returns not accepted |
N/A |
Note: SP Petrochemicals does not accept returns for change of mind, buyer's remorse, or incorrect ordering by the customer. Please verify product specifications and quantities carefully before confirming your order.
6. Refund Payment Method
- Refunds are processed via bank transfer (NEFT/RTGS) to the customer's registered bank account
- For UPI payments, refund will be credited to the linked bank account
- Credit notes may be issued for future purchases as an alternative (with customer consent)
- No cash refunds will be provided
6.1 Required Details for Refund
- Bank account holder name
- Bank account number
- IFSC Code
- Bank name and branch
- GST number (for GST refund/credit note purposes)
7. Non-Refundable Charges
The following charges are non-refundable:
- Freight/Delivery Charges: For customer-initiated cancellations after dispatch
- Custom Blending Charges: For specially formulated or custom-blend products
- Labeling/Packaging Costs: For private-label or custom-packaged orders
- Testing/Sampling Fees: Charges for product testing or sample preparation
8. Dispute Resolution
If you have any concerns or disputes regarding a refund:
- Step 1: Contact our team at +91 88304 64377 or petrochemicalssp@gmail.com
- Step 2: Provide your order/invoice number and details of the dispute
- Step 3: Our management will review and provide a resolution within 7 working days
All disputes are subject to the jurisdiction of courts in Pune, Maharashtra. We aim to resolve all refund-related matters amicably and promptly.
9. Contact Us
For cancellation, return, or refund requests, please contact:
Important Notes
- This refund policy is subject to change. Updated policy will be posted on our website.
- All refund requests are reviewed on a case-by-case basis to ensure fairness.
- SP Petrochemicals reserves the right to reject return/refund claims that do not meet the criteria outlined in this policy.
- GST credit notes will be issued for refunds on GST-invoiced transactions.
- For specific queries, please contact our customer support team.
