Cancellation & Return Policy

Cancellation before shipment (Only valid on orders within India):

If the order or the item(s) that you want to cancel have not been shipped yet, you can write to our customer support team on support@sustlabs.com or call us on 022-20850360 / +91 773 888 0011. (During Business days between 10am to 7pm).

In such cases, the order will be cancelled, and we will initiate a refund within 4-5 business days after the cancellation request is duly processed by us.

Returns, Replacements and Refunds

Returns is a scheme provided under the policy in terms of which the option of exchange, replacement and/ or refund is offered by SustLabs to you. For all products, the returns/replacement policy provided on the product shall prevail over the general returns policy. Do refer to the terms and conditions for the return/replacement policy for Ohm Assistant product.

SustLabs offers its customers an "Easy return policy", wherein you can raise a return/exchange request of a product within 10 days of its delivery.

• Step 1

  Contact our Customer Support team via email (support@sustlabs.com) within 10 business days of receiving the order.

• Step 2

  Provide us with your order ID details and your request to return/replace/refund your order. Kindly email an image of the product and the invoice for our reference.

• Step 3

  We will pick up the products within 3-4 business days. We will initiate the refund or replacement process only if the products are received by us in their original packaging with their seals, labels and barcodes intact

The return policy is divided into three parts; Do read all sections carefully to understand the conditions and cases under which returns will be accepted.

• Part 1 – Category, Return Window and Actions possible

  1_Ohm / 3_Ohm (Ohm_Home): 10 days Replacement only

  In order to help you resolve issues with your product, we may troubleshoot your product either through online tools, over the phone, and/or through an in-person technical visit.

  If a defect is determined within the Returns Window, a replacement of the same model will be provided at no additional cost. If no defect is confirmed or the issue is not diagnosed within 10 days of delivery, the product will be replaced.

  In any case, only one replacement shall be provided.

• Part 2 - Returns Pick-Up and Processing

  In case of returns where you would like item(s) to be picked up from a different address, the address can only be changed if pick-up service is available at the new address

  During pick-up or after receiving at the company’s office, your product will be checked for the following conditions:

   

  Category	Conditions
  Correct Product	IMEI/ name/ image/ brand/ serial number/ article number/ bar code should match and MRP tag should be undetached and clearly visible.
  Complete Product	All in-the-box accessories (like user manuals, cables etc.) should be present.
  Unused Product	The product should be unused with non-tampered quality check seals/return tags/warranty seals (wherever applicable). Before returning an Ohm Assistant Product, the device should be packed well as it appeared.
  Undamaged Product	The product should be undamaged and without any scratches, dents, tears or holes.
  Undamaged Packaging	Product's original packaging/ box should be undamaged.

   

  For any products for which a refund is to be given, the refund will be processed once the returned product has been received by the Sustlabs and reviewed with proper inspection. Please see the Refund Policy mentioned in Part 3.

• Part 3 - General Rules for a successful Return

   

  How will I get refunded for the cancelled orders and how long will this process take?

  In case of cancellation before shipment, we process the refund within 4-5 business days after receiving the cancellation request.

  In case of cancellation once the shipment has already been dispatched or if it is being returned, we process the refund once the products have been received and verified at our warehouse

  For payments done through credit/debit cards or net banking, the refund will be processed to the same account from which the payment was made within 4-6 business days of us receiving the products back. It may take 2-3 additional business days for the amount to reflect in your account.

  If a product received as damaged or any conditions not satisfied as mentioned in Part 2, then no refund shall be applicable

   

  What if I used discount vouchers during time of payment and I have to cancel my order?

  Discount vouchers are intended for one-time use only and shall be treated as used even if you cancel the order.

   

  I have received a damaged or defective item/wrong product in my order, how should I proceed?

  Our shipments go through rigorous quality check processes before they leave our warehouse. However, in the rare case that your product is damaged during shipment or transit, you can request for a replacement or cancellation and refund

  In case the product was not delivered and you received a delivery confirmation email/SMS, report the issue within 5 days from the date of delivery confirmation for the seller to investigate

  If you have received an item in a damaged/defective condition or have been sent a wrong product, you can follow a few simple steps to initiate your return/refund within 5 days of receiving the order

  • step 1 : Contact our Customer Support team via email (support@sustlabs.com) within 5 business days of receiving the order.
  • step 2 : Provide us with your order ID details and your request to return/replace/refund the defective/wrong items in your order. Kindly share an image of the product and the invoice for our reference
  • step 3 : We will pick up the products within 3-4 business days. We will initiate the refund or replacement process only if the products are received by us in their original packaging with their seals, labels and barcodes intact.

  Note : If it is a case of replacement, it is subject to the availability of stock. In case that a replacement may not be available, we will refund you the full amount.