Refund & Cancellation Policy

This policy explains how cancellations, returns and refunds are handled. Because equipment is supplied against a written quotation and purchase order rather than bought online, cancellations are dealt with commercially rather than through an automated process.

No payment is taken on this website

This website does not process payments. Sending a quotation request costs you nothing and commits you to nothing. Payment terms are set out in the quotation and invoice for each order.

Cancelling an order

• Before we have accepted your purchase order in writing, you may cancel at no cost by writing to us.
• After acceptance but before we have placed the order with the manufacturer or begun despatch, we will cancel and refund any advance received, less any costs we have already incurred on your behalf.
• Once equipment has been despatched, or once manufacture of a custom or made-to-order item has begun, cancellation may not be possible. Where it is, cancellation charges will reflect the costs we have committed, and will be confirmed to you in writing before anything is deducted.
• Equipment built or configured to your specification, and items imported specifically for your order, are generally not cancellable once manufacture or import has begun.

Damage or shortage on delivery

Inspect the consignment before signing for it. If packaging is damaged, or an item is missing, record it on the transporter's delivery note at the time and tell us within 48 hours, with photographs. Transit damage reported after a consignment has been signed for as received in good condition is difficult to pursue with the transporter or the insurer, and may not be recoverable.

Wrong or defective equipment

Where equipment is reported as damaged or defective, we follow the same process in every case:

• You report the problem to us in writing, with photographs and the invoice or purchase order number.
• Our engineer inspects the equipment, either at your site or after collection, and establishes the nature and cause of the fault.
• The engineer documents the findings in an inspection report.
• The report goes to our management, who decide the outcome: repair, replacement of the item or a part, or a refund.
• We confirm the decision to you in writing, with the reasons for it.

Which outcome applies depends on what the inspection finds. A manufacturing defect within the warranty period is normally repaired or replaced under the warranty set out in our Terms and Conditions. A refund is considered where repair or replacement is not a reasonable remedy.

If we have supplied an item that does not match the accepted purchase order, tell us within seven days of delivery and we will arrange collection and replacement at our cost.

Equipment that has been installed, commissioned or used cannot be returned simply because it is no longer wanted.

How refunds are made

• Approved refunds are made to the same bank account from which payment was received, by NEFT or RTGS.
• An approved refund is processed once the decision has been confirmed to you in writing. The time for funds to reach your account then depends on the banks involved.
• Where GST has been charged, a credit note is issued against the original invoice, as required for your tax records.
• Freight, insurance, installation and any civil work already carried out are not refundable once performed.

How to raise a request

Write to info@sterifag.com or telephone +91 93556 64343, quoting the invoice or purchase order number. We will acknowledge your request and tell you what happens next.

Last updated: 11 August 2026