Return, Refund, and Cancellation Policy

This Policy explains how order cancellations, product returns, refunds, and service cancellations are handled for purchases made through www.itsipl.com or otherwise placed with I.T. Solutions India Pvt Ltd (“ITS”, “ITSIPL”, “Company”, “we”, “us”, “our”). It applies both to physical/hardware products and software licences sold through the website and to service engagements such as installation, implementation, and Annual Maintenance Contracts (AMC).

Applicability

Because ITSIPL deals in a mix of physical hardware, licensed software, and professional/managed services, the terms below are organised by category. Please refer to the section relevant to your purchase. Where you have a separately signed Purchase Order, Sales Agreement, or Statement of Work with specific return/cancellation terms, that agreement will prevail over this Policy for that transaction.

Order Cancellation (Before Dispatch)

• Orders for physical products may be cancelled free of charge at any time before the order has been dispatched/shipped by contacting us at sales@itsipl.com or +91 11 4769 5000 with your order reference number.
• Once an order has been dispatched, it cannot be cancelled; it may instead be handled as a return once received (see Section 3).
• For custom-configured or specially procured hardware (i.e., items sourced/configured specifically for your order), cancellation may not be possible once the order has been placed with our supplier/OEM. We will inform you at the time of order if this applies.

Returns of Physical Products

Standard, unopened, unused physical products purchased through the Website may be returned within [7 / 10 / 15] calendar days of delivery, subject to the following conditions:

• The product is unused, in its original packaging, with all accessories, manuals, warranty cards, and seals intact;
• The product is not on the non-returnable list in Section 4;
• You provide the original invoice/order confirmation as proof of purchase;
• The return request is raised within the applicable window via the process in Section 5.

Products that have been installed, physically deployed, or where security seals/serial tags have been removed or tampered with may not be eligible for return, since this affects our ability to resell or return the item to the OEM.

Non-Returnable / Non-Refundable Items

The following are generally not eligible for return, refund, or exchange, except where required by law or defective on arrival (see Section 8):

• Software licences that have been activated, downloaded, or where an OEM licence key has been issued;
• Custom-configured, made-to-order, or specially procured hardware;
• Products that have been installed, commissioned, or physically integrated into your infrastructure;
• Consumables and items explicitly marked “non-returnable” at the time of sale;
• Services already rendered (e.g., completed installation, consulting hours delivered, or a completed AMC visit).

How to Initiate a Return, Refund, or Cancellation

1. Email sales@itsipl.com (or call +91 11 4769 5000) with your order/invoice number, the item(s) concerned, and the reason for return/cancellation.
2. Our team will confirm eligibility and, where applicable, share return instructions and a return authorisation reference.
3. Pack the item securely in its original packaging and dispatch it as instructed, or, where offered, our logistics partner will arrange pickup.
4. Once the returned item is received and inspected, we will confirm approval of the refund/exchange.

Refunds

• Approved refunds will be processed to the original mode of payment used at checkout, within [7-14] business days of the returned item passing inspection (or, for cancellations before dispatch, within a similar timeframe of the cancellation being confirmed).
• Where payment was made via bank transfer/cheque against a corporate purchase order, refunds will be made via bank transfer to the originating account.
• Any applicable transaction/gateway charges that are non-refundable to us may be deducted from the refund amount, where applicable.
• Refund timelines for the amount to reflect in your account/statement may vary depending on your bank or card issuer.

Exchanges

Where a product is eligible for return under Section 3, you may request an exchange for the same item (e.g., in case of a sizing/model mismatch) instead of a refund, subject to stock availability. Exchange requests follow the same process as returns.

Damaged, Defective, or Incorrect Items

If you receive a product that is damaged in transit, defective, or different from what you ordered:

• Please notify us within 48 hours of delivery at sales@itsipl.com, along with photographs/videos of the product and packaging;
• We will arrange for inspection, and where confirmed, offer a free replacement, repair (where covered under OEM warranty), or full refund, at your preference, subject to product availability;
• Return shipping costs for confirmed damaged/defective/incorrect items will be borne by ITS.

Cancellation of Services, AMC, and Support Contracts

• Service engagements (installation, implementation, consulting) that have already commenced or been completed are non-refundable for the portion of work already delivered.
• For scheduled service visits, cancellation or rescheduling requests made at least [24–48 hours] in advance will not incur a charge; late cancellations may be subject to a service fee, as applicable.
• Annual Maintenance Contracts (AMC) and other ongoing service agreements may be cancelled as per the notice period and terms set out in the specific AMC/service agreement signed with you. In the absence of a specific clause, a minimum 30-day written notice is required, and fees for the period/services already rendered are non-refundable.
• Any prepaid AMC amount for the remaining, unused contract period may be refunded on a pro rata basis, at our discretion, unless the specific agreement states otherwise.

Software Licences and Subscriptions

Software licences and subscriptions procured through ITS are generally governed by the licence terms of the respective OEM/publisher, in addition to this policy. As a rule:

• Once a licence key is issued, downloaded, or activated, the licence becomes non-refundable and non-cancellable, except where the OEM’s own policy provides otherwise;
• Subscription renewals may be cancelled prior to the renewal date to avoid the next billing cycle; amounts already billed for a current subscription term are generally non-refundable, unless required by the applicable OEM policy or law.

Return Shipping Charges

For returns due to change of mind or similar reasons (where eligible under Section 3), return shipping costs are borne by the customer, unless otherwise agreed. For returns due to a confirmed defect, damage, or an error on our part, ITS will bear the return shipping cost (see Section 8).

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