Last updated: January 17, 2026

This Returns & Refund Policy (“Policy”) forms part of the StellDex Terms of Service and should be read together with our Shipping & Delivery Policy. By placing an order with StellDex, you agree to the terms set out below.

StellDex Ecomsphere (OPC) Private Limited is an India-incorporated company and fulfils and dispatches orders from India unless otherwise agreed in writing.

1. Scope

This Policy applies to purchases made through StellDex for delivery to the following regions only: United Arab Emirates, Saudi Arabia, Qatar, and India

Enterprise and bulk orders are governed by the applicable commercial agreement, which supersedes this Policy where agreed in writing.

2. Grievance Officer (India)

Grievance Officer (India)
Anshif, Founder & Grievance Officer
Email: anshif@stelldex.com

Complaints will be acknowledged within 48 hours of receipt and acted on and redressed within 30 days, or sooner where required by law. To escalate unresolved issues you may contact the Grievance Officer at the email above.

3. General Principles

• StellDex accepts returns only in accordance with this Policy. Returns not authorized in writing by StellDex will not be accepted.
• Where local mandatory consumer law provides greater rights than this Policy (for example, for defective goods), those mandatory rights apply.
• For international orders, import duties, VAT/GST and customs fees paid at destination are generally non-refundable by customs authorities and will not be refunded by StellDex unless StellDex expressly agrees in writing.
• StellDex reserves the right to refuse returns from customers with a history of abusive or fraudulent return behaviour.

4. India — Domestic Orders (Consumer & Business)

Non-defective returns (commercial policy):

• Eligible non-defective products may be returned within 7 days of delivery only if returned in original, unused condition with all packaging, accessories, and documentation. Returns are subject to inspection and approval by StellDex. Shipping costs for commercial returns are borne by the customer unless StellDex agrees otherwise.

Defective, mis-described, or late delivery (statutory rights):

• Notwithstanding the commercial 7-day window above, StellDex will accept returns, refunds, or replacements where goods are defective, not as described, or delivered later than the committed timeframe (except where delay is caused by force majeure or by the customer’s failure to provide required information). Customers should notify StellDex promptly and provide supporting evidence (photos, serial numbers, order number).

Refund timing (India):

• Refunds are initiated promptly after acceptance of the return and inspection. Typical processing timelines are: UPI/wallets: 1–3 business days; net banking: 2–7 business days; cards: 5–10 business days, subject to the customer’s bank/payment provider. StellDex will comply with applicable Reserve Bank of India/payment network timelines.

5. International Orders (All Non-India Destinations)

Default position:

• International orders are final by default unless the return is expressly authorized by StellDex for defect or incorrect fulfillment. Change-of-mind returns for international deliveries are not guaranteed and will be considered case-by-case.

Defective or incorrect items:

• If an international order is defective or an incorrect product was shipped, contact StellDex within 5 days of delivery. StellDex will provide return or RMA instructions if the return is approved. Return shipping and related costs will be covered by StellDex only if previously agreed in writing.

Return approvals and instructions:

• For any approved international return, StellDex will issue a Return Material Authorization (RMA) and provide instructions. Returns shipped without an RMA or contrary to provided instructions may be rejected.

Duties and taxes:

• Any import duties, VAT/GST or customs fees paid at destination are generally non-refundable by local authorities; StellDex is not responsible for recovering such charges. If a customs refund/drawback is available and recovered, refunds will be allocated in accordance with local customs rules and any applicable commercial agreement; StellDex does not guarantee recovery or timing.

6. Enterprise & Bulk Orders

• Enterprise orders are subject to the commercial agreement between StellDex and the Buyer. Typical enterprise terms include: pre-approved RMAs, shorter claim windows (e.g., notify within 5 business days), Buyer responsibility for return freight and export/re-export clearance, and possible restocking or inspection fees. Custom, configured, or made-to-order products are generally final sale unless otherwise agreed.

7. How to Request a Return

1. Email anshif@stelldex.com with your order number, delivery country, description of the issue, and supporting photos where relevant.
2. StellDex will acknowledge receipt within 48 hours and provide RMA instructions if the return is approved.
3. Do not ship any return without an RMA number; unauthorized returns may be refused.
4. Pack items securely; customers are responsible for loss/damage in transit for returns unless StellDex has agreed to cover return shipping.

8. Inspection, Refunds & Credits

• Returned items will be inspected upon receipt. Refunds or replacements are contingent on the inspection confirming the defect or condition that justified the return.
• Refunds will be issued to the original payment method unless otherwise agreed. Processing times depend on payment providers and banks as described above.
• StellDex may, at its discretion, issue store credit instead of a monetary refund (this will be clearly communicated at the time of approval).

9. Cancellations

• Orders may be cancelled by the customer before dispatch by emailing anshif@stelldex.com. If an order is cancelled before dispatch, StellDex will refund any payment received.
• Orders that have been dispatched cannot be cancelled. Cancellations of dispatched orders follow the returns process and are subject to this Policy.

10. Non-Returnable Items

Certain items are non-returnable unless defective, including but not limited to:

• Sealed consumables once unsealed (where hygiene or manufacturer rules prevent resale)
• Custom-configured or specially ordered equipment
• Software licenses, downloads, or sealed media once opened
• Products where return would violate local import/export restrictions

StellDex will mark any non-returnable product clearly at the time of sale where applicable.

11. Costs, Restocking & Inspection Fees

• Unless otherwise agreed, customers bear costs of return shipment (except where StellDex has expressly agreed to cover such costs).
• StellDex reserves the right to apply reasonable inspection or restocking fees where products are returned not in original condition, missing accessories, or otherwise materially diminished in value.

12. Loss or Damage in Transit

• For domestic shipments within India, claims for loss or damage must be notified to StellDex and the carrier within applicable carrier claim windows.
• For international shipments, customers should retain all packaging and documentation to assist with any carrier or customs claims. StellDex will assist commercially reasonable efforts to resolve transit claims but is not liable for carrier delays, loss, or damage except as required by law.

13. Fraud, Abuse & Misuse

• StellDex reserves the right to refuse returns, limit or suspend accounts, or decline future orders where it has reasonable grounds to suspect fraud, abuse of the returns process, or other improper conduct.

14. Changes to this Policy

• StellDex may update this Policy from time to time; the “Last updated” date at the top indicates the effective date. Continued use of the Site after changes constitutes acceptance of the updated Policy.

15. Contact

For return requests, grievances, or questions regarding this Policy, contact:
📧 anshif@stelldex.com (Grievance Officer & Customer Support)