Return & Refund Policy

1Your return window

You may request a return within 10 days of delivery. The clock starts on the date the courier records the parcel as delivered, not the date you ordered it.

V-Trust pays the return shipping. This applies whether the item arrived damaged, we sent the wrong thing, or you simply changed your mind. You will not be charged a pickup fee, a restocking fee, or a deduction from your refund for freight.

If the parcel arrived visibly damaged, opened, or with items missing, tell us within 48 hours of delivery. Beyond that it becomes very hard to establish whether the damage happened in transit, and a courier claim can no longer be raised.

2What can be returned

An item is eligible when all of the following are true:

• The request is made within 10 days of delivery.
• The item is unused and uninstalled. Brass hardware marks permanently once it has been drilled, screwed or fitted to a door, and a fitted handle cannot be sold again.
• It is returned complete — with screws, fixings, mounting plates, keys, instruction sheets and any protective film or wrapping it arrived in.
• Its original packaging is intact enough to protect it on the way back. You do not need to have kept it pristine; you do need it to survive the journey.

None of the above applies to an item that is damaged, defective, or not what you ordered. In those cases we take it back regardless of packaging or condition — see Damaged, defective or wrong items.

3What cannot be returned

• Installed or used items. Once hardware has been mounted it is no longer resaleable.
• Made-to-order, custom-sized and custom-finished pieces, and items engraved or altered to your specification, unless faulty.
• Items damaged after delivery through installation, misuse, cleaning with abrasives or unsuitable chemicals, or normal wear.
• Free items and promotional inclusions — these must be returned with the paid item, but hold no independent refund value.

Natural variation is not a defect. Brass is cast and hand-finished, so colour, grain and antique patina differ slightly between pieces and from the photographs on this site. Where a difference is beyond normal variation, treat it as a defect and raise it — we would rather look at it than argue about it.

4How to start a return

1. Contact us at support@vtrustheight.com or +91 73511 11191 with your order number and what is wrong.
2. For damage, a defect or a wrong item, send photographs. A picture of the item and one of the outer packaging is usually enough, and it is what lets us settle most cases the same day rather than after a pickup.
3. We confirm the return and arrange a courier pickup from your delivery address, at our cost.
4. Pack the item securely — in its original box where you still have it — and hand it to the courier. Keep the pickup receipt until your refund appears.

Where a pickup is not available at your PIN code, we will ask you to send it by a courier of your choice and reimburse the postage against the receipt. You will never be out of pocket for returning something to us.

5Damaged, defective or wrong items

If a parcel arrives damaged, an item is faulty, or we sent something other than what you ordered, you are entitled to a free replacement or a full refund, whichever you prefer, including any delivery charge you paid.

Report visible transit damage within 48 hours of delivery. A manufacturing defect that only becomes apparent later can be raised at any point within the 10-day window.

Nothing in this policy limits your rights under the Consumer Protection Act, 2019 in respect of goods that are defective or not as described.

6Refunds — method and timing

Once the returned item reaches us it is inspected within 2 business days. We then approve the refund and notify you. If we cannot approve it, we will tell you why and send the item back to you at our cost rather than keeping it.

Approved refunds are issued to the original payment method and typically appear within 7–10 business days. The time taken after we release the refund is set by your bank or card issuer, not by us.

• Card, UPI, net banking and wallets — refunded through Razorpay Software Private Limited to the account used for payment.
• Cash on delivery — refunded by bank transfer. We will ask for account details for this purpose only, and we ask for them over a channel you initiate.

We refund what you paid for the item plus any delivery charge, except where only part of a multi-item order is returned and the delivery charge would still have applied to the rest.

7Exchanges and replacements

Ask for an exchange in the same 10-day window — commonly a different length of the same handle. We despatch the replacement once the original is picked up, and carry the freight both ways. Where the new item costs more we will send a payment link for the difference; where it costs less we refund the difference by the method above.

8Cancelling an order

An order can be cancelled at no charge at any time before it is despatched. Email or call us with the order number; if it has not left us, we cancel it and refund in full.

Once a parcel is with the courier it can no longer be cancelled, but you can refuse it at the door or return it under this policy — either way at our cost.

9Bulk, trade and project orders

Trade, dealer and project orders — including quoted, tiered-price and made-to-order supply — are handled under the terms of that specific quotation or supply agreement, which take precedence over this page where they differ. Where a quotation is silent, this policy applies. If you buy for a project, tell us before installation begins: a fault found across a batch is far easier to put right before fifty doors have been drilled.

10If you are not satisfied

Write to our Grievance Officer, who will acknowledge your complaint within 48 hours and work to resolve it within one month, as required by the Consumer Protection (E-Commerce) Rules, 2020.

If our response does not resolve matters, you may approach the National Consumer Helpline on 1915 or consumerhelpline.gov.in.