Last updated: 17 June 2026
Construction materials are technical products that, once delivered to a site, cannot be resold to another customer. Cement sets on exposure to humidity. Paint cans, once opened or tinted, lose warranty. Sand and aggregate cannot be hygienically returned to inventory. AAC blocks chip during handling. For these reasons, Suppliable operates a strict, non-discretionary refund policy. This page sets out exactly what is and is not refundable, the deadlines, and the process. By placing an Order with Suppliable you confirm you have read and accepted this Policy.
1. Scope
This Refund & Cancellation Policy applies to all Orders placed with Suppliable through any channel — website, mobile application, WhatsApp, phone, or in person. It is part of, and must be read together with, our Terms of Service and Privacy Policy.
2. General Position — No Returns Once Delivered and Accepted
Once an Order has been delivered to your address and accepted by you or your authorised representative (signature on the delivery challan, or verbal acceptance on a recorded call), the sale is final. Returns are not accepted and refunds are not payable, except in the limited cases set out in Section 4 below.
This position reflects the nature of construction goods and the impossibility of reselling opened or used material. It is non-negotiable.
3. Refunds Are NOT Available In These Cases
The following are not eligible for return, refund, exchange, or compensation:
- Change of mind after delivery — including over-ordering, project cancellation, design change, contractor disagreement, budget revision, or client withdrawal.
- Opened, tinted, or partially used paint, primer, putty, adhesive, sealant, or any chemical product. The unbroken-seal condition is mandatory for any refund consideration.
- Cement, ready-mix, or any binder product that has been exposed to humidity, opened, or transferred from original packaging — regardless of usage.
- Loose materials — M-sand, P-sand, river sand, 6 mm / 10 mm / 20 mm / 40 mm jelly, gravel, and other aggregates. Once unloaded at site, these are not returnable under any circumstances.
- Cut-to-length or made-to-order items — TMT steel cut to a specified length, pipes cut to size, tiles laid or chemically treated, fabricated MS sections, custom electrical assemblies.
- Items damaged after delivery due to improper storage, exposure to rain/sun, mishandling at site, theft, or third-party action.
- Items damaged due to incorrect application — paint failure on poorly prepared surfaces, waterproofing failure on uncured substrate, AAC blocks laid with cement-sand mortar instead of thin-bed adhesive, TMT corrosion from uncovered storage, plumbing leaks from improper jointing.
- Performance dissatisfaction driven by site workmanship, weather, curing conditions, or downstream materials. Suppliable supplies the Product; it does not warrant the work.
- Claims raised after the time windows set out in Section 5 below.
- Items missing manufacturer batch markings, MRP stickers, or original packaging at the time of claim.
- Items purchased on clearance, dead-stock, end-of-line, or "as-is" terms, where the listing or quotation explicitly stated no return.
- GST, delivery charges, payment-gateway charges, and convenience fees on partial-refund cases — these are non-refundable unless the entire Order is cancelled before dispatch.
4. Refunds ARE Available — Limited Cases
Refunds are issued in the following situations, subject to verification and to the time limits in Section 5.
4.1 Order cancellation before dispatch
You may cancel an Order at no charge if cancellation is requested before the Order has been dispatched from our warehouse. Once dispatched, the Order cannot be cancelled and Section 4.2 onwards applies.
4.2 Order cancellation after dispatch but before delivery
If you cancel an Order after dispatch but before delivery, you remain liable for delivery and return-logistics charges, which will be deducted from any refund. The applicable deduction is the higher of (a) ₹500, or (b) 5% of Order value, or (c) actual transport costs incurred.
4.3 Wrong item delivered
If we deliver a Product different from what you ordered (wrong brand, wrong SKU, wrong grade, wrong size), you may refuse delivery and we will arrange replacement or a full refund. The discrepancy must be flagged at the time of delivery and recorded on the delivery challan.
4.4 Quantity short of Order
If the delivered quantity is less than ordered (after accounting for permissible variance — ±2% for loose materials, ±1% for bagged goods), the shortfall portion will be refunded or replaced. Must be flagged on the delivery challan.
4.5 Damage in transit (sealed packs only)
Sealed product where the manufacturer's packaging is damaged in transit (torn cement bag with binder exposed, dented paint can with leakage, broken tile in sealed box) is eligible for replacement, provided:
- The damage is recorded on the delivery challan at the time of delivery,
- Photographs of the damaged item plus the challan are sent to contact@suppliable.in or +91 87786 27926 within 4 hours of delivery,
- The damaged item is retained for inspection and pickup. Disposing of evidence voids the claim.
4.6 Latent manufacturing defect (covered by manufacturer warranty)
For Products that carry an express manufacturer warranty (e.g., TMT bars, electrical fittings, plumbing fixtures, sanitaryware), latent defects that surface during installation or use are handled directly under the manufacturer's warranty terms. Suppliable will assist in initiating the warranty claim but is not the warrantor. The remedy (replacement, refund, repair) is at the manufacturer's discretion and subject to their inspection.
4.7 Service failure by Suppliable
In the rare event Suppliable fails to deliver a confirmed Order at all, the full pre-paid amount will be refunded. Cash-on-Delivery Orders that are not delivered carry no refund obligation since no amount was paid.
5. Time Windows — Strictly Enforced
| Event | Deadline to raise a claim |
|---|
| Cancel Order before dispatch | Any time before dispatch confirmation |
| Cancel Order after dispatch, before delivery | Before delivery vehicle reaches site |
| Wrong item, wrong quantity, visible transit damage | 4 hours from delivery, mandatorily noted on the delivery challan at the time of delivery |
| Latent manufacturing defect (warranty) | As per manufacturer's warranty period and process |
| Suppliable failed to deliver pre-paid Order | 7 days from confirmed delivery date |
Claims raised outside these windows will not be entertained. The delivery challan, with the discrepancy noted at the time of delivery and signed by both parties, is the primary evidence document. Without it, no claim succeeds.
6. How to Raise a Refund Claim
- At the time of delivery — note the issue on the delivery challan, photograph the issue plus the challan, and have our delivery person countersign. Do not unload, open, or process the disputed item.
- Within 4 hours of delivery — message +91 87786 27926 on WhatsApp or email contact@suppliable.in with: (a) Order ID, (b) photographs of the issue, (c) photograph of the signed challan, (d) a clear description of the discrepancy.
- Our support team will acknowledge within 2 business hours and may visit the site for inspection within 24-48 business hours.
- Decision — once verification is complete, the outcome (replacement, partial refund, full refund, or rejection) will be communicated in writing with reasons. Suppliable's decision is final.
7. Refund Mode and Timeline
| Payment method | Refund mode | Timeline (after approval) |
|---|
| UPI | Same UPI ID | 3-5 business days |
| Debit / Credit card | Same card | 5-7 business days (gateway dependent) |
| Net banking | Same bank account | 5-7 business days |
| Cash on Delivery | Bank transfer to a verified account (KYC required for refunds > ₹10,000) | 7-10 business days |
| B2B / Bulk credit | Adjustment against next invoice or bank transfer | 7-15 business days |
Suppliable does not pay interest on refunded amounts. Refunds are issued in Indian Rupees only. Any third-party gateway charges (typically 2-3%) are deducted unless the refund arises from Suppliable's fault.
8. Bulk Orders and B2B Contracts
For Orders above ₹50,000 in value, or for any B2B Order placed under a separate quotation, the terms of the specific quotation supersede the standard refund position above where they conflict. In particular:
- Bulk Orders often require an advance payment of 30-50%; this advance is non-refundable once stocks have been blocked or dispatched from supplier warehouses to fulfil the Order.
- Project-specific Orders with brand-printed packaging, custom cut lengths, or imported items carry no return rights.
- Partial deliveries of a bulk Order are deemed accepted unless rejected at the time of each individual delivery.
9. Force Majeure
Suppliable shall not be liable for, and you are not entitled to a refund or compensation for, any failure or delay caused by events outside Suppliable's reasonable control. See Terms of Service §19.
10. No Compensation for Consequential Loss
Suppliable's maximum liability in any refund case is limited to the value of the affected Product line in the Order. We do not compensate for:
- Mason or contractor idle time
- Project delay or cost overrun
- Demobilisation / remobilisation charges
- Reputational, business, or third-party claims you face
- Any indirect, incidental, special, or consequential damages
See Terms of Service §17 for the full limitation of liability.
11. Chargebacks and Payment Disputes
If a customer initiates a payment-gateway chargeback or bank dispute on a delivered and accepted Order without first raising a refund claim through our process, Suppliable reserves the right to:
- Contest the chargeback with full transaction evidence (delivery challan, photographs, communication logs),
- Suspend the customer's account,
- Refuse future Orders,
- Recover any losses and dispute-related costs through legal proceedings.
12. Anti-Fraud Provisions
Suppliable maintains the right to refuse or reverse a refund where there is reasonable suspicion of fraud, abuse, repeated bad-faith claims, or misrepresentation. Patterns that trigger review include:
- Multiple high-value Orders followed by full-Order disputes from the same account, address, or phone number,
- Claims of damage with no photographic evidence or with evidence that does not match the delivered batch,
- Refusal to allow site inspection by Suppliable,
- Use of multiple accounts to circumvent claim limits.
13. Disputes and Governing Law
Any dispute arising under this Refund Policy shall be governed by Indian law and subject to the exclusive jurisdiction of the courts at Chennai, Tamil Nadu, as set out in Terms of Service §21–22.
14. Changes to This Policy
Suppliable may amend this Refund & Cancellation Policy at any time by posting the updated version on this page. The version in effect at the time you place an Order is the version that governs that Order.
15. Contact
For refund claims, cancellation requests, or questions about this Policy:
- WhatsApp (fastest): +91 87786 27926
- Email: contact@suppliable.in
- Hours: Monday-Saturday, 9 AM – 7 PM IST
- Address: 98 Kalaignar Karunanidhi Salai, Sholinganallur, Chennai, Tamil Nadu — 600119, India