Refund & Cancellation Policy
Effective date: 1 January 2024 · Last updated: 1 March 2025
1. Custom Manufacturing Context
Every order placed with Survi Engineering is manufactured to your specific design files, tolerances, and material requirements. Because parts are made-to-order, we are unable to accept returns for reasons of ordering error, change of mind, or design changes made after production has begun.
2. Order Cancellation
| Cancellation timing | Refund |
|---|---|
| Before order confirmation / DFM review | 100% refund |
| After DFM review, before material procurement | 100% refund |
| After material procured, before machining starts | Refund minus material & setup cost |
| After machining has started | No refund (work in progress) |
| Rush orders (48-hr expedite) | Non-cancellable once confirmed |
To cancel, email [email protected] with your order reference number as soon as possible.
3. When You Are Eligible for a Refund or Remake
- Parts are dimensionally out of tolerance relative to your approved drawing.
- Wrong material was used (different alloy or grade from what was quoted).
- Wrong surface finish was applied.
- Parts are structurally defective due to a machining error.
- Wrong quantity was shipped.
- Parts are damaged in transit (see Section 5).
4. When Refunds Do Not Apply
- Design errors in customer-supplied drawings or CAD files.
- Fit or function issues arising from incorrect tolerances specified by the customer.
- Material properties (hardness, conductivity, etc.) that were not explicitly specified in the order.
- Surface appearance variations within industry-standard Ra ranges, unless a specific Ra value was agreed.
- Change of mind or design changes after production starts.
- Delays caused by customs, local carriers, or force majeure events.
5. Damaged or Lost Shipments
If your order arrives damaged, please photograph the packaging and parts before unpacking fully, and notify us within 48 hours of delivery by emailing [email protected] with photos and your order reference. We will file a carrier claim on your behalf and arrange a replacement shipment or refund at no cost to you.
If tracking shows delivery but you have not received the package, contact us within 7 days of the expected delivery date. We will investigate with the carrier and resolve within 10 business days.
6. How to Raise a Claim
- Email [email protected] with subject line: Quality Claim – [Your Order Reference]
- Attach clear photos of the non-conforming parts alongside a ruler or calliper for scale.
- Attach the original approved drawing or specification.
- Describe the specific non-conformance (e.g., "bore diameter measured 12.14 mm, drawing specifies 12.00 +0.00/-0.02 mm").
- We will acknowledge within one business day and propose a resolution within 3 business days.
7. Refund Processing
Approved refunds are processed within 5–7 business days back to the original payment method:
- PayPal: credited to your PayPal account within 3–5 business days.
- Razorpay (cards / UPI / net banking): credited within 5–7 business days per your bank's processing time.
- Bank wire / international transfer: processed within 7–10 business days; any wire fees are covered by Survi.
8. Dispute Resolution
We aim to resolve all disputes amicably. If a resolution cannot be reached within 14 days of a claim being raised, either party may refer the matter to arbitration under the Arbitration and Conciliation Act, 1996 (India), with the seat of arbitration in Pune, Maharashtra. For customers in the EU, you may also use the EU Online Dispute Resolution platform.
9. Governing Law
This policy is governed by the laws of India. Customers in the EEA, UK, USA, or Australia retain any statutory consumer rights applicable in their jurisdiction that cannot be waived by contract.
Questions? Email [email protected] · +1 415 800 1593 · Pune, Maharashtra, India 411038