Refund policy

CANCELLATION, RETURN & REFUND POLICY
(Steelcase India Online Store)

Steelcase India Private Limited (“Steelcase”, “we”, “us”, or “our”) operates the online store at in.steelcase.com (“Store”), offering office chairs, desks, and related products (“Products”) to individual customers (“you” or “your”).

We aim to provide a simple, transparent, and reliable shopping experience. This Policy outlines how cancellations, returns, replacements, and refunds are handled.

1.POLICY OVERVIEW

By placing an order on the Store, you agree to this Policy and our Terms of Service. Steelcase reserves the right to update this Policy at any time. Changes apply to orders placed after the updated Policy is published.

2.ORDER CANCELLATIONS

• Orders can be cancelled before they are shipped.
• Once shipped, you may request a return after delivery.
  

How to cancel:
Email: shopin@steelcase.com

Refunds for cancellations:

• Processed within 7 business days.
• Refunded to the original payment method.
  

Important:

• Refusal to accept delivery, except where the Product is damaged, defective, or incorrect, shall be deemed a change-of-mind return and will attract a 15% restocking fee.
• Steelcase may cancel orders due to stock issues, pricing errors, or logistical constraints. In such cases, a full refund will be issued.
  

3. RETURNS

3.1 Faulty Returns

A Faulty Return applies where the Product is damaged, defective, missing parts or accessories, or is incorrect/non-conforming to the Product ordered.

Such issues must be reported within:

• 48 hours of delivery for Products that do not require installation; or
• 24 hours of installation completion for Products that require installation.
  

Upon verification, Steelcase may provide repair, replacement, or refund at no additional cost to the customer.

3.2 Non-Faulty Returns (Change-of-Mind Returns)

A Non-Faulty Return applies where the customer wishes to return a Product that is free from defects, damage, or errors.

Change-of-Mind Returns may be requested within 14 days of delivery, provided the Product is unused, in saleable condition, and returned with all original packaging, accessories, and documentation.

Approved Change-of-Mind Returns are subject to a 15% restocking fee. If the original packaging is unavailable, any replacement packaging and associated handling costs will be charged separately and deducted from the refund amount.

4. RETURNS ELIGIBILITY

You may request a return if:

• Product is damaged during delivery
• Product is defective or not functioning properly
• Product is incorrect (wrong item delivered)
  
• Parts/accessories are missing (must be reported within 48 hours of delivery)
  

5. NON-RETURNABLE CONDITIONS

Returns will not be accepted if:

• Damage is caused by self-installation or unauthorized service.
  
• Product shows usage, wear & tear, or modification after delivery & installation.
  
• Product is returned without original packaging, accessories, or documentation.
  

Once installation is completed, the product is considered accepted unless an issue is reported within the applicable return window.

6. RETURN REVIEW & APPROVAL
After a return request is raised:

• You may be asked to share photos or videos
  
• Steelcase may:
  
  • Approve replacement, repair, or refund, or
    
  • Reject the request if the issue is not eligible

In some cases, a technician inspection may be arranged.
If original packaging is unavailable, replacement packaging may be provided at the customer’s cost.

7. PICKUP & LOGISTICS

• Approved returns will be scheduled for reverse pickup.
  
• Product must be ready and properly packed.
  
• Pickup must be completed within 7 business days.

Improper packaging may lead to damage, which will be the customer’s responsibility.

8. REFUNDS & REPLACEMENTS

• Refunds/replacements are processed after inspection and approval.
  
• Refund timeline: 7 business days.
  
• Refund mode: original payment method.

Note: The time taken for the refund to reflect in the customer's account may vary depending on the bank, card issuer, or payment provider.

9. WARRANTY

Products purchased from the Store are covered under the Steelcase Limited Consumer Warranty.

For valid defects in materials or workmanship:

• Steelcase will repair or replace the product at no charge
  
• Replacement parts may vary based on availability at the time of service

10. PRICE ADJUSTMENTS

If a product price drops after purchase:

• You may request a one-time price adjustment within 5 days of delivery.
  
• Product must be identical (same model and configuration).

Exclusions:

• Bulk/corporate orders.

Approved refunds will be processed within 7 business days.

11. CUSTOMER SUPPORT

For assistance:
Email: shopin@steelcase.com
Hours: Monday–Friday, 9:00 AM – 6:00 PM (IST)

Please include your order number and registered email ID for faster resolution.