Return & Refund Policy

Last Updated: 07 November 2026

Pencil Industries Private Limited (“Pencil Industries”, “we”, “us”, or “our”) aims to provide customers with products that match the descriptions and specifications displayed on our website.

This Return & Refund Policy explains the circumstances in which a customer may request a return, replacement or refund.

Nothing in this policy is intended to restrict or remove any mandatory consumer right or remedy available under applicable Indian law.

1. When You May Contact Us

Please contact us if you receive:

• A product that is damaged during delivery;
• A defective product;
• A product different from the product ordered;
• A product with material differences from its description or agreed specifications;
• A product with missing essential components; or
• Another issue that gives you a return, replacement or refund right under applicable law or the applicable product terms.

2. Reporting a Problem

Customers should contact us as soon as reasonably possible after receiving the product or discovering an issue.

Please provide:

• Order number;
• Customer name;
• Registered mobile number or email address;
• Description of the issue;
• Photographs or videos showing the product and the issue; and
• Photographs of the outer packaging where relevant.

Providing clear photographs or videos helps us investigate the complaint and determine the appropriate resolution.

3. Verification of a Return Request

After receiving a complaint, our team may review the order details and the information provided by the customer.

Where reasonably necessary, we may request additional photographs, videos or other information to understand the issue.

We may also arrange inspection or collection of the product where appropriate.

4. Damaged Products

If a product is damaged during transportation, please contact us promptly after delivery.

Where possible, retain the original packaging, accessories and other items supplied with the product until the matter has been resolved.

If the damage is confirmed, we may offer an appropriate remedy, which may include replacement, repair, refund or another remedy available under applicable law.

5. Defective Products

If a product develops or is found to have a manufacturing or other qualifying defect, please contact us with the order details and evidence of the issue.

Depending on the nature of the product, defect and applicable warranty, we may provide:

• Repair;
• Replacement;
• Refund; or
• Another appropriate remedy.

The applicable manufacturer warranty, where provided, may also apply.

6. Wrong Product Delivered

If you receive a product that is different from the product you ordered, please contact us promptly.

After verification, we may arrange replacement or another appropriate remedy.

Please retain the product and packaging until we provide further instructions.

7. Missing Components

If an item is delivered with missing components, accessories, manuals or other items that were included with the order, please contact us.

We may arrange the supply of the missing item or another appropriate remedy depending on the circumstances.

8. Products Damaged Through Customer Use

A return, replacement or refund may not be available where the problem is caused by:

• Misuse;
• Negligence;
• Accidental damage after delivery;
• Improper installation or use;
• Failure to follow product instructions;
• Unauthorised repair or modification;
• Normal wear and tear; or
• Use of the product for a purpose for which it was not intended.

This does not affect any statutory consumer rights that may apply.

9. Product Condition and Packaging

Where a return is approved, customers may be asked to return the product with its original packaging, accessories, manuals, invoices and other supplied components where reasonably applicable.

However, a customer will not lose a mandatory statutory remedy merely because a procedural requirement in this policy cannot lawfully be imposed.

10. Return Collection

Where a return is approved, Pencil Industries or its logistics partner may arrange collection from the customer’s address where such collection is available.

Customers may be required to package the product appropriately for safe transportation.

If collection is not available in a particular location, we will provide appropriate instructions regarding the return process.

11. Return Shipping Costs

Where a product is returned because it is defective, damaged, incorrect, materially different from the product ordered, or otherwise qualifies for a return under applicable law, the applicable return-shipping arrangements will be communicated to the customer.

We will not impose a return-related charge where doing so would be inconsistent with a mandatory consumer right under applicable law.

12. Refunds

If a refund is approved, it will generally be processed through the original payment method or another appropriate method communicated to the customer.

The time taken for the refunded amount to appear in the customer’s bank account, card account or other payment account may depend on the payment gateway, bank or financial institution.

We are not responsible for delays caused solely by the customer’s bank or payment provider.

13. Replacement

Where appropriate and subject to product availability, Pencil Industries may offer a replacement for the affected product.

If the same product is unavailable, we may discuss an alternative remedy with the customer, including a refund where applicable.

14. Manufacturer Warranty

Some products may carry a manufacturer’s warranty.

Where applicable, warranty claims may be subject to the manufacturer’s warranty terms, conditions and procedures.

Customers may be required to provide proof of purchase and other information reasonably required to process a warranty claim.

A manufacturer’s warranty does not remove any statutory consumer rights available under applicable law.

15. Non-Returnable Situations

Subject to mandatory consumer rights under applicable law, a return or refund may not ordinarily be available where:

• The customer has changed their mind after using the product;
• The product has been damaged due to misuse or negligence;
• The product has been modified or repaired without authorisation;
• The product shows normal wear and tear;
• Accessories or components have been lost or damaged after delivery; or
• The issue is caused by circumstances unrelated to a defect, deficiency or mismatch in the product.

Any specific product-level return restrictions will be communicated to customers where applicable and will remain subject to applicable law.

16. Order Cancellation

If you wish to cancel an order, please contact us as soon as possible.

Cancellation is governed separately by our Cancellation Policy.

Once an order has been dispatched, cancellation may no longer be possible through the normal cancellation process.

17. Consumer Rights

Nothing in this Return & Refund Policy is intended to exclude, restrict or waive any consumer right or remedy that cannot legally be excluded or restricted under Indian law.

Where applicable law provides a customer with a remedy that differs from this policy, the applicable law will prevail.

18. How to Contact Us

For return, replacement or refund requests, please contact:

Pencil Industries Private Limited
66, Vysarpadi Co-op Industrial Estate,
E.H. Road, Chennai – 600039,
Tamil Nadu, India.

Phone: +91 72004 22344
Email: support@pencilindia.com

Business Hours: Monday–Saturday, 10:00 AM–5:00 PM

Please include your order number and a clear description of the issue when contacting us.

19. Policy Updates

Pencil Industries may update this Return & Refund Policy from time to time to reflect changes in our products, return processes, business practices or applicable law.

The latest version will be published on this website with the revised “Last Updated” date.