Return & Refund Policy

At Universal Seal (a brand of Universal Packaging Solutions), we are committed to supplying products that meet the specifications and quality standards applicable to the order. Please read this policy carefully to understand your rights and responsibilities regarding returns and refunds.

In this policy, “business days” means Monday through Saturday, excluding applicable public holidays observed by Universal Seal. The “delivery date and time” is the date and time recorded as delivered by the applicable courier or logistics provider.

Nothing in this policy is intended to limit or exclude any rights you may have under applicable Indian consumer protection laws or e-commerce regulations. Where any provision of this policy conflicts with your statutory rights, your statutory rights shall prevail.

1. Return Policy Overview

We accept returns for defective products, products damaged during delivery, or products incorrectly supplied, subject to the conditions set out in this policy. Due to the specialised nature of our industrial sealing and packaging products, we generally do not accept returns for change of mind, incorrect ordering by the customer, or other reasons unrelated to a genuine product or fulfilment issue, except where required by applicable law or expressly provided under this policy.

The following table summarises how different situations are handled under this policy:

2. Return Eligibility & Reporting Period

A return request must meet the applicable requirements below and may be subject to verification and physical inspection (see Section 7).

• The product has a manufacturing defect, was damaged during delivery (transit damage), or is different from what was ordered (wrong item supplied by Universal Seal).
• The customer must raise the return request within 48 hours of the delivery date and time recorded by the courier. Once the return is authorised, the product must be returned within the timeframe specified by Universal Seal.
• The product should be returned with its original packaging, labels, documentation, and accessories, where applicable.
• The original invoice or order confirmation is available.

3. Evidence & Product Condition

For claims involving transit damage, visible damage, or defects discovered upon opening the package, customers may be required to provide clear photographs or video showing the condition of the outer shipping package, shipping label, product packaging, and product.

Customers are encouraged to inspect the package and product promptly upon delivery and, where reasonably possible, record an unboxing video — particularly for fragile, high-value, or damage-sensitive products. An unboxing video may be requested as supporting evidence where the condition of the product at the time of delivery or opening is relevant to the claim. Customers should inspect the package and product as soon as reasonably possible after delivery and should avoid using or installing the product until any suspected issue has been reported.

Customers should inspect products for visible damage, quantity, specification, and obvious defects before use or installation. Customers must not use, install, modify, cut, alter, or otherwise handle the product after delivery beyond what is reasonably necessary to inspect the product and identify the reported issue. Any damage, alteration, or deterioration occurring after delivery may affect eligibility for a return or refund.

Submission of photographs, video, or other evidence does not by itself guarantee approval of a return. All claims remain subject to verification and inspection by Universal Seal (see Section 7).

4. Non-Returnable Products

The following items are generally not eligible for return, except where required by applicable law or where the item is defective, damaged during delivery, or incorrectly supplied by Universal Seal:

• Products returned for change of mind, incorrect size selection by the customer, or buyer’s remorse.
• Custom-fabricated products — seals, gaskets, and O-rings manufactured to your specific dimensions or specifications, unless they are defective, damaged during transit, or incorrectly supplied. Custom products that are correctly manufactured and supplied without defect or damage are non-returnable.
• Special-order items — products sourced specifically on your request that are not part of our regular inventory, unless they are defective, damaged during transit, or incorrectly supplied.
• Products damaged due to improper installation, misapplication, or mishandling after delivery.
• Products that have been used, installed, or altered in any way after delivery beyond what is reasonably necessary to inspect the product.
• Items purchased under a special promotion explicitly marked as “non-returnable” or “final sale”, except where otherwise required by applicable law or where the product is defective, damaged during delivery, or incorrectly supplied by Universal Seal.

5. Exchange & Replacement Policy

We do not offer exchanges for a different product, size, specification, or variant.

Where a product is confirmed to be defective, damaged during delivery, or incorrectly supplied, we will provide a replacement or issue a refund, as applicable, after verification and inspection under Section 7. If you need a different product, please place a new order after your refund has been processed.

6. How to Initiate a Return

If you have received a defective, damaged, or incorrectly supplied product, please follow these steps:

1. Contact us within 48 hours of the delivery date and time recorded by the courier via email at kumar@universalpackaging.in or call us at +91 98104 71166 / +91 91871 43001. We will provide a reference or ticket number for your return or complaint request so that you can track its status. Please include:
   • Your order number
   • The product(s) you wish to return
   • A detailed description of the defect, damage, or issue
   • Clear photographs or video showing the defect and product packaging (see Section 3)
2. Our team will review your request and respond within 1–2 business days. If your initial claim is accepted for return, we will issue a Return Authorisation (RA) with instructions for shipping the item back.
3. Pack the product securely in its original packaging (or equivalent protective packaging) and ship it to the address provided in the RA within the timeframe specified by Universal Seal.
4. Once we receive and inspect the returned item, we will notify you of the outcome within 2 business days.

Important: Please do not ship a product back to us without first obtaining a Return Authorisation. We may be unable to process or accept unauthorised returns.

Receiving an RA indicates that your initial claim has been reviewed, but does not by itself establish that a refund is owed. The final determination of whether a return is approved and a refund or replacement is issued is made following physical inspection of the returned product (see Section 7).

7. Inspection & Claim Verification

All return requests are subject to verification by Universal Seal. We may request additional photographs, videos, product information, or other reasonable evidence before approving a return.

Returned products are inspected to determine the nature and cause of the reported defect or damage. If inspection confirms the reported manufacturing defect, transit damage, or fulfilment error, a refund or replacement will be processed as described in Section 9.

If inspection shows that the product has been used, installed, modified, altered, improperly handled, damaged after delivery, or otherwise does not correspond with the reported claim, the return may be rejected under this policy, and, subject to applicable law, no refund or replacement will be issued under this policy. Where a return is rejected following inspection, subject to applicable law, the product may be returned to the customer at the customer’s expense.

8. Return Shipping

For approved returns of defective, transit-damaged, or incorrectly supplied products, Universal Seal will bear the applicable return shipping costs. We will either arrange a pickup from your location or reimburse reasonable shipping expenses upon receipt of the returned item.

Where the customer is authorised to arrange return shipping independently, we recommend using a trackable shipping service and retaining proof of shipment. Where Universal Seal arranges the return pickup, the applicable carrier will be responsible for the shipment after collection.

If a return is rejected following inspection because the reported issue is not covered by this policy, return shipping of the product to the customer may be charged to the customer.

In case of transit-damage claims, you may be required to retain the original outer packaging for inspection by the courier partner.

9. Refund Process & Timelines

Once your return is received and the issue is verified by our team, we will send you an email notification confirming the status of your refund.

• Approved refunds will be initiated by Universal Seal within 5–7 business days after the returned item passes inspection. Please note that initiating a refund by Universal Seal is not the same as the bank crediting the customer; the time taken for the funds to actually appear in the customer’s account may vary depending on the bank or payment provider.
• Approved refunds will normally be initiated to the original payment method used for the purchase, where technically and operationally possible. For Cash on Delivery (COD) orders, refunds will be initiated by NEFT or bank transfer to the bank account details provided by the customer.
• Where permitted by applicable law, a refund may be adjusted to account for missing components or damage caused by the customer that is unrelated to the reported defect.

10. Damaged or Wrong Products

If a product is damaged during delivery or differs from the product ordered, notify us within 48 hours of the delivery date and time and provide the evidence described in Section 3. Subject to verification (Section 7), we will arrange a replacement or refund as applicable, with return shipping covered by Universal Seal.

11. Order Cancellation

You may generally cancel your order free of charge before it has been dispatched, subject to the special provisions applicable to custom-fabricated and special-order products described below. Once an order has been shipped, cancellation may no longer be possible. Any eligible issue with the delivered product will instead be handled under this Return & Refund Policy.

• To cancel an order, contact us immediately at kumar@universalpackaging.in or call +91 98104 71166 / +91 91871 43001 with your order number.
• Refunds for cancelled orders are initiated within 3–5 business days after the cancellation is confirmed by our team, to the original payment method. The time taken for the refund to appear in your account may vary depending on the bank or payment provider.
• Custom-fabricated or special-order products: Cancellation may not be possible once manufacturing, procurement, or other order-specific processing has commenced, even if the order has not yet been dispatched. Where applicable, the order confirmation or subsequent communication from Universal Seal will indicate that order-specific processing has commenced. We will inform you of the cancellation status when you contact us.

12. Warranty Claims

Some of our products carry a manufacturer’s warranty. If your product develops a fault within the warranty period under normal use:

• Contact us with your order number, a description of the fault, and supporting photographs.
• Warranty claims are assessed in accordance with the applicable manufacturer’s warranty terms. If the claim is approved, the remedy will be provided in accordance with the applicable manufacturer’s warranty terms.
• Unless otherwise provided under the applicable manufacturer’s warranty, the warranty does not cover damage from misuse, unauthorised modification, normal wear and tear, or use outside the product’s specified operating parameters.

The 48-hour return reporting period described in Section 2 does not shorten or replace any separate manufacturer’s warranty that applies to the product. Products covered by a manufacturer’s warranty may be eligible for warranty service beyond the return reporting period, subject to the terms and duration of the applicable warranty.

13. Changes to This Policy

Universal Seal reserves the right to modify or update this Return & Refund Policy at any time. Any changes will apply prospectively unless otherwise required by law upon being posted on this page. We encourage you to review this policy periodically.

14. Contact Us

If you have any questions or concerns about our Return & Refund Policy, or need to report an issue with a product, please do not hesitate to reach out:

Universal Seal
Universal Packaging Solutions
Plot No. 24A, Street No. 2, Near Ngali Metro Station, Iswar Colony, Arjun Park, Najafgarh, New Delhi, Delhi 110043

Email: kumar@universalpackaging.in
Phone: +91 98104 71166 / +91 91871 43001
Website: universalseal.in

You can also visit our Contact page to send us a message directly.