Refund & Cancellation

1. Overview

This Refund & Cancellation Policy explains the terms under which Royal Traders ("we", "us") accepts cancellations, processes returns and issues refunds for spare parts purchased through our website and for repair services booked at our workshop. This policy is framed in accordance with the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020.

2. Cancellation of Orders (Spare Parts)

2.1 Before Dispatch

Orders can be cancelled free of charge any time before dispatch. Simply contact us on WhatsApp or email bsp.dealers@gmail.com with your order number. Full amount will be refunded to the original payment source within 5-7 business days.

2.2 After Dispatch

Once an order is dispatched and a tracking number is issued, it cannot be cancelled. However, you may refuse delivery at your doorstep, in which case the order will be treated as a return under Section 3.

3. Return & Refund (Spare Parts)

3.1 Eligibility for Return

A product is eligible for return if all of the following conditions are met:

• Return request is raised within 7 days of delivery.
• The product is unused, unfitted and in its original packaging.
• All tags, labels, warranty cards and accessories are intact.
• Original invoice is available.

3.2 Valid Reasons for Return

• Product received is defective, damaged in transit, or physically broken.
• Wrong product or variant delivered by us.
• Product does not match the description on our invoice.
• Part is incompatible with your vehicle despite fitment being confirmed by our team prior to dispatch.

3.3 Non-Returnable Items

• Parts already fitted, installed or used on a vehicle.
• Consumables — engine oil, coolant, brake fluid, grease, filters that have been opened.
• Electrical parts where the seal has been broken.
• Custom-sourced or special-order parts specifically procured at customer's request.
• Parts where damage is caused by improper handling, accident, or third-party installation.

3.4 Return Process

1. Raise a return request via WhatsApp or email within 7 days of delivery, sharing order number, reason and supporting photos/video.
2. Our team will verify the issue within 48 working hours and share return instructions.
3. For defective or wrong items, return pickup is arranged at our cost. For other valid reasons, return shipping may be borne by the customer.
4. Once we receive and inspect the returned item, refund is initiated.

4. Refund Timelines & Mode

• Mode: Refund is credited to the original payment method used at purchase.
• Timeline: Within 5-10 business days after the return is approved and inspected.
• Partial refund: In case of missing accessories or visible handling damage, partial refund may be issued after mutual agreement.
• Any applicable bank processing delays are beyond our control.

5. Cancellation & Refund — Repair Services

5.1 Service Cancellation by Customer

• More than 24 hours before scheduled slot — full advance (if any) refunded.
• Within 24 hours of scheduled slot — 50% of the advance may be retained to cover scheduling and logistics cost.
• After service has commenced — cancellation is not possible; charges will apply for work performed up to the point of cancellation.

5.2 Service Cancellation by Royal Traders

We may cancel a service appointment due to reasons such as unavailability of parts, technician illness, weather or force majeure. In such cases, the full advance will be refunded or you may choose to reschedule at no additional cost.

5.3 Refunds for Service

Service charges already collected for completed work are non-refundable. However, if work is found defective within the service warranty window (15-30 days), we will rectify the issue free of charge. If rectification is not feasible, a partial or full refund may be issued at management's discretion.

6. Pricing Errors & System Issues

Despite our efforts, pricing errors may occasionally occur on the website. If an order is placed at an incorrectly displayed price, we reserve the right to cancel the order and issue a full refund. We will notify you before processing such a cancellation.

7. Chargebacks

We encourage customers to contact us first before raising a chargeback with the bank. Most issues can be resolved faster through direct communication. Unjustified chargebacks may lead to suspension of future service privileges.

8. How to Raise a Refund Request

9. Consumer Grievance

In case you are not satisfied with the resolution, you may escalate your complaint to:
Grievance Officer — bsp.dealers@gmail.com

Royal Traders is also committed to addressing consumer complaints in accordance with the National Consumer Helpline (1915) and the Consumer Protection Act, 2019.

10. Policy Updates

This Refund & Cancellation Policy may be updated from time to time. The revised version will apply to orders placed after the update date. Please check this page before placing an order.