01Change-of-Mind Returns
Because of the nature of our automotive chemicals, aerosols, lubricants, additives and maintenance products, we do not accept returns or exchanges solely because a customer changes their mind, changes their preference or makes an incorrect purchase decision. This rule does not limit rights relating to defective, damaged, incorrect, misrepresented or otherwise legally eligible products.
02Eligible Complaints
Please contact us regarding damaged or leaking products; incorrect or missing items; suspected manufacturing defects; products that do not match advertised or agreed specifications; or other matters eligible for a remedy under applicable consumer protection law. Complaints will be assessed fairly based on the facts and available evidence.
03Reporting an Issue
Customers are requested to report visible transit damage, leakage, incorrect items or missing items preferably within 48 hours of delivery to assist prompt investigation. A complaint received later will also be reviewed based on available evidence and applicable consumer rights. Suspected manufacturing defects should be reported as soon as they become apparent.
04Manufacturing Defects & Quality Review
Suspected manufacturing defects will be assessed considering the product’s declared shelf life, recommended storage conditions, correct application, batch information, quality-control evidence and the circumstances of the complaint. Declared shelf life is not an automatic replacement or refund warranty. A genuine defect complaint will not be rejected merely because a product has been opened or used. Complaints involving improper storage, misuse or incorrect application will be assessed on their facts. Applicable consumer rights remain protected.
05Complaint Registration
Contact us at info@biltekindia.in or +91 97170 81373. Where available, provide the order number, product name, batch number, description of the concern and relevant photographs or other reasonable evidence. We may request additional information genuinely necessary to investigate the issue.
06Reverse Pickup & Safety
Where an eligible return is necessary because of an error attributable to Biltek or a verified product defect, we will arrange and bear the cost of authorized reverse pickup, provided the product can lawfully and safely be transported. Customers should not independently ship leaking, damaged, pressurized or otherwise hazardous products without our instructions. Where a physical return is unsafe or unnecessary, an alternative verification and resolution process may be used. Products returned to Biltek will not be reintroduced into saleable stock without appropriate quality checks.
07Replacement & Refund Resolution
After reviewing an eligible complaint, an appropriate resolution may include replacement, full or partial refund, or another remedy according to the facts and applicable consumer rights. A physical return will not be required where unsafe or unlawful.
08Refund Timeline
Once a refund has been approved, Biltek aims to initiate it within 3 working days, or sooner where applicable law requires. Refunds will ordinarily be made through the original payment method. Actual credit to the customer's account depends on the bank, payment gateway and payment method. Refund confirmation or a reference number will be shared where available.
09Order Cancellation
An accepted cancellation before dispatch receives a full refund of the amount paid, including shipping charges. After dispatch, cancellation requests will be reviewed case by case according to shipment status, applicable policies and customer rights. Please refer to the Shipping & Delivery Policy.
10Customer Support & Complaints
Biltek Exim Private Limited | Operational / Customer Contact Office: 77, Sector 1, Vasundhara, Ghaziabad, Uttar Pradesh - 201012, India | Registered Office: FF1, Plot No. 608, Niti Khand-1, Indirapuram, Ghaziabad, Uttar Pradesh - 201014 | Email: info@biltekindia.in | Phone / WhatsApp: +91 97170 81373 | Mon–Sat, 9:00 AM–6:00 PM.
11Consumer Rights
Nothing in this policy excludes or limits rights and remedies available under applicable Indian consumer protection laws.