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Return Policy

What is Sublime Factory return policy?

We at Sublime factory work very hard to deliver the best products and shopping experience to you. However, sometimes because of the scale of operation a few exceptional cases do happen. If for any reason you do not feel satisfied with the product delivered to you then please raise a query from my orders window for an appropriate resolution

We will try our best to replace the product to your satisfaction and if that is not possible because of some operational constraint then we will provide full refund as per the requirement. In all such circumstances, before using the product and discarding packaging, please get in touch with our Customer Service Team who will guide you on the process for the same.

And in case you have received your order with the outer packaging tampered/meddled, then please capture a snap of the same and share with us.

To make things fair for all of us and provide you with the benefits of the Return Policy, we adhere to below mention points.

  • All items to be returned must be unused and in their original condition. The original tags, packaging should be intact.
  • In case we are unable to arrange a reverse pickup for you, we’ll inform you and request you to return the item via any other courier. We will refund the full courier amount in SF LOYALTY cash up to Rs. 300
  • We would not be able to accept a product if it shows sign of being broken or tampered with by you.
  • We expect that while returning the product you will pack the product very safely and securely.
  • We won't be able to entertain any damage/lost in Transit (For example:- If a complaint was raised for Wrong Product Delivery and the sent item got damaged in the transit then we will not be responsible for the damage and eventually may not be in a position of replacement for the original one as well) Please Note: We may not be able to exchange products bought during sale or discount.Replacement/exchange is subject to product/ stock availability.

When are returns not possible ?

There are certain scenarios where it is difficult for us to support returns

  • Return request is made outside the specified time frame of 2 days from the date of delivery.
  • Product is damaged because of use or Product is not in the same condition as you received it.
  • Defective products which are not covered under the manufacturer's warranty.
  • Any consumable item which has been used or installed.
  • Products with tampered or missing serial numbers.
  • Anything missing from the package you've received including price tags, labels, original packing, freebies and accessories.
  • Made-to-order / custom made products.
  • Fragile items, hygiene related items.

What to do if I want Replacement/Refund?

Please follow these steps to claim Replacement/Refund without any hiccups

Login to your sublime account and register your from my orders page within 48 hours of delivery.

Register your complaint and get a Complaint ID by the customer service team. This is mandatory information which is needed to know about the status of the complaint and for returning the Product.

Please pack the product back in it’s packing and mention the following details

  • Complaint ID: (As provided by the customer care) for the Return
  • Order #: Number generated at the time of order Placement.
  • Reason for Return: Please choose a reason from the below mentioned list
  • Defective Product
  • Damaged Delivery
  • Incorrect Product Delivered
  • Others - If others then please specify (Please mention the reason in Hindi /English only)
  • Your full Contact Details: Your name, address, phone number and email address.
  • DOA (DEAD ON ARRIVAL) certificate: Needed only if you are returning a Defective Manufacture warranty product.
  • Picture of Damaged Product: Needed only if you are returning a Damaged Manufacture warranty product.

You have to return it to the following Address:

1908 EVENTURES PVT LTD NO:9 DAVIDSON STREET NEAR CHINTHAMANI SUPER MARKET , BROADWAY, CHENNAI-600101

If you got a pickup scheduled, then keep your package ready. If you are sending it via courier, please ensure that the courier provides order tracking and you got the courier receipt with you. We will refund the courier charges up to Rs 250 in form of a Sublime Rewards.

Send an email to info@sublimefactory.com with a scanned copy of courier charges receipt, please mention the Order # and the Complaint ID clearly in email and also send picture of the product if you received a damaged product. This email is required to reimburse you for the courier charges you paid for returning the product.

Do you provide a pick up from the doorstep in case I want to return a product? We will not be able to provide pickup from your doorstep, however in case of heavy goods (in terms of weight/size) or the City from which it has to be picked up, we may consider picking the product. This decision is solely at the discretion of the company/designated authorities. For any of the products sent by you, we will refund the courier charges up to Rs 250 in form of a Sublime Rewards.

What is the return procedure if I have received a wrong product? In case if you have received a wrong product from our side then please register a complaint within 24 Hrs of delivery to start the refund/replacement of your product.

What is the return procedure if I have received a Defective/Damaged Seller warranty product?

The return process would remain the same. Please register your complain within 24 Hrs of delivery along with along with photographs of the damage product and packaging. Photographs of the damage product and packaging and the replacement will be shipped once a confirmation call is made by the Customer Service team for the return.

What are the time lines provided for the Replacement/Refund?

Once we have received your product back, it would be sent for a Quality check to our Replacement Verification team. The replacement process would be initiated within 7-8 business days of receipt of the product.

In case a Replacement is asked for then accordingly arrangements would be made to ship the replacement product at no extra cost, however if the same product is no more available then refund would be arranged.

In case of a Refund request, the same would be processed within 5 -7 business days after our Replacement Verification team has certified the refund.

Do I get back the courier charges after I return back the Product?

We will refund the courier charges at a flat rate of INR 250/- or actual (whichever is lesser) in the form of a Sublime rewards which can be redeemed on our website in future. This would be processed within 5-7 business days after we have received the above mentioned address along with the Email with the Courier Receipt attached.

What is the Payment Mode for Refund?

It would remain the same as paid by you to Indiatimes while placing an order. If you paid online, then it will be returned online, if you paid by Cash of Delivery option then it would be refunded to you via Demand Draft which will be sent to your address as mentioned while returning the product.

I ordered Cash on Delivery (COD) order and paid the shipping charges. If I return the product, will I be paid back the Shipping charges as well?

Only the Product amount would be refunded as we do not refund the shipping charges paid by you. Please note that the charges you pay for the courier while returning the product will be paid as a Sublime rewards as per our policy.

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