Refund and Cancellation Policy
Last updated: 30 August 2026
This policy applies to all orders placed with SWB Materials (a trade name of TRUEHERTZ).
1. ORDER CANCELLATION
1.1 Before dispatch
Orders may be cancelled free of charge at any time before the material is dispatched from our store or the supplying godown. Any amount paid will be refunded in full.
1.2 After dispatch, before delivery
If an order is cancelled after the vehicle has been loaded or has left for delivery, actual transportation and handling charges incurred will be deducted, and the balance refunded.
1.3 After delivery
Once materials are delivered and accepted at the site, orders cannot be cancelled, except in the cases described in Section 2.
1.4 Custom and cut-to-size orders
Cut-and-bend steel, custom-tinted paints, and any material procured or processed specifically to a customer's specification cannot be cancelled or returned once production or tinting has commenced.
2. RETURNS AND REPLACEMENTS
We will replace material or issue a refund in the following cases, provided the issue is reported at the time of delivery or within 24 hours of delivery with photographs:
• Wrong brand, grade, size or specification supplied
• Short quantity or short weight against the invoice
• Material received in damaged or torn packaging
• Cement received in hardened or moisture-affected condition
• Manufacturing defect confirmed by the manufacturer
Conditions:
• Material must be in its original packaging, with brand tags and batch markings intact
• Material must not have been used, mixed, cut, opened or altered at site
• The original invoice or delivery challan must be produced
3. WHAT WE CANNOT ACCEPT FOR RETURN
• Cement bags that have been opened, used, or stored at site beyond 24 hours of delivery, as quality cannot be verified once out of our control
• Steel that has been cut, bent, welded or used
• Paints and putty where the container seal has been opened, or which have been custom-tinted to the customer's colour
• Any material where the claim is raised more than 24 hours after delivery
• Damage or deterioration caused by improper storage, handling or weather exposure at the customer's site
4. REFUND PROCESS AND TIMELINES
4.1 Approved refunds are processed within 3 working days of approval.
4.2 Refunds are made to the original payment method:
• Online / card / UPI payments made through our payment gateway: credited within 5 to 10 working days, subject to the bank's or card issuer's processing time
• Bank transfer (NEFT/RTGS): credited within 3 to 5 working days
• Cash payments: refunded by bank transfer to the account from which the order was placed, or in cash at our store
4.3 GST charged on a cancelled or returned order is refunded along with the principal amount, and a credit note is issued as required under GST law.
4.4 Where a customer prefers, an approved refund may instead be adjusted as a credit against a future order.
5. HOW TO RAISE A CANCELLATION, RETURN OR REFUND REQUEST
Contact us immediately with your invoice number, order details, and photographs where applicable:
Phone / WhatsApp: +91 86603 72824
Email: swbmaterials@gmail.com
Store: 816, NICE Service Road, Banashankari 6th Stage 7th Block, Sompura, Bengaluru, Karnataka 560060
Store hours: 7 AM to 4 PM
We acknowledge every request within 24 hours and aim to resolve it within 3 working days.