1. Scope and Applicability of Refund Eligibility

Stainova ("the Company", "we", "our") offers a conditional refund policy applicable solely under the circumstances and subject to the terms, conditions, limitations, and exclusions described herein. By completing a purchase on stainova.in, the Customer ("you", "the buyer") unconditionally agrees to be bound by this Refund Policy in its entirety. This policy constitutes a legally binding agreement between the Customer and Stainova and supersedes any prior written or verbal representations regarding refunds.

Stainova's refund obligation is strictly limited to circumstances where the product is demonstrably non-functional for standard, everyday, freshly-occurred stains under normal usage conditions as described in the product documentation. Refunds are not an automatic entitlement and are subject to review, verification, and approval by Stainova's support team at its sole and absolute discretion.

2. Product Performance Limitations and Non-Refundable Stain Categories

The Customer expressly acknowledges and accepts that Stainova Stain Remover is formulated and clinically tested for the removal of common, fresh, and standard household stains including but not limited to food spills, beverage marks, light grease, and surface-level fabric discolouration encountered under typical domestic conditions.

The following stain categories and circumstances are explicitly excluded from refund eligibility on the grounds of product performance, as the formula is not designed, represented, or warranted to address such cases:

• Aged, set-in, or deeply embedded stains — stains that have been present on the surface for an extended period (generally exceeding 48–72 hours from initial contact) and have undergone chemical bonding or fibre penetration that is beyond the scope of topical stain remover formulations.
• Permanent or industrial stains — stains originating from industrial chemicals, heavy dyes, paint (oil-based or acrylic), permanent markers, bleach damage, rust oxidation, or any substance that causes irreversible alteration of the substrate material.
• Extremely tough or deep-set stains — stains caused by prolonged heat exposure, pressure, or repeated saturation that have been structurally absorbed into fibres or porous surfaces beyond surface-level penetration.
• Surface incompatibility — application on surfaces for which the product is not recommended, including but not limited to untreated wood, suede, velvet, silk, or chemically sensitive materials not listed as compatible in product documentation.
• Improper application — failure to follow the prescribed three-step application process (Spray → Wait → Wipe) as instructed on the product label and official communications, including insufficient dwell time, excessive dilution, or use on a wet surface.

3. Conditions Qualifying for Refund Consideration

Subject to the limitations outlined in Section 2, a refund request may be considered under the following circumstances only:

• The product was used on a fresh, standard stain within 48 hours of occurrence and failed to produce a visible result despite correct application as per product instructions.
• The product was received in a damaged, defective, or unusable condition due to manufacturing defect, packaging failure, or damage during transit.
• An incorrect product or variant was delivered that does not match the order placed by the Customer.
• The order was confirmed and payment was successfully processed but the shipment was lost in transit and delivery could not be completed or confirmed by the courier partner.
• The order was cancelled before dispatch and a refund was requested in accordance with the cancellation terms.

4. Mandatory Product Return Requirement

In all cases where a refund is approved by Stainova, the Customer is required to return the product to Stainova's registered address prior to the initiation of any refund disbursement. The refund process will not be initiated until the returned product has been physically received at our facility and inspected by our team.

The following conditions apply to all returns:

• The product must be returned in its original packaging with the seal and label intact where applicable.
• The Customer is responsible for arranging and bearing the full cost of return shipping to Stainova's address. Stainova does not provide prepaid return labels or reimburse return courier charges under any circumstances unless the return is solely attributable to Stainova's error (e.g., wrong product dispatched or manufacturing defect confirmed).
• Stainova recommends using a trackable courier service for returns. Stainova shall not be liable for returned parcels that are lost, damaged, or delayed in transit to our facility.
• The return must be initiated within 7 days of delivery. Returns initiated beyond this period will not be accepted.
• Upon receipt of the returned product, Stainova reserves the right to inspect the item and determine, at its sole discretion, whether the refund criteria are met.

5. Refund Amount and Deductions

Where a refund is approved following successful return and inspection, the refund amount disbursed to the Customer shall be calculated as follows:

• Product amount refunded in full — where the return is due to a confirmed manufacturing defect, wrong item, or transit loss.
• Product amount less applicable deductions — in all other approved cases, the refund shall be the product price paid, minus (a) the original outbound delivery shipping cost incurred by Stainova, and (b) any applicable handling or processing charges, where relevant.
• Return shipping cost — as stated in Section 4, return shipping is borne by the Customer and is non-reimbursable except in cases of confirmed Stainova error.

6. Refund Timeline

All timelines commence from the date the returned product is received and inspected at Stainova's facility, or from the date of confirmed cancellation or transit loss — not from the date of the refund request submission.

7. COD Refund Process

For orders placed under the Cash on Delivery (COD) payment method, refunds cannot be processed back to a payment instrument as no digital transaction was initiated at checkout. In such cases, Stainova will contact the Customer via WhatsApp to collect UPI ID or bank account details (account number and IFSC code) for NEFT/IMPS transfer. The Customer must respond to this request within 5 business days. Failure to provide valid bank details within this period may result in forfeiture of the refund.

8. Non-Refundable Circumstances

Notwithstanding any other provision of this policy, refunds will not be issued under any of the following circumstances:

• The stain type falls under the excluded categories defined in Section 2 of this policy.
• The product has been fully or substantially used and the Customer claims it did not work, without providing adequate photographic or video evidence of application and result.
• The return request is initiated after the 7-day post-delivery window has elapsed.
• The product has been damaged due to customer negligence, misuse, improper storage, or exposure to conditions outside normal usage parameters.
• The Customer is unable or unwilling to return the product prior to refund processing.
• Change of mind, buyer's remorse, or dissatisfaction with the product for reasons unrelated to product performance on eligible stain types.
• The product was purchased during a promotional, discounted, or clearance sale and was explicitly marked as non-returnable at the time of purchase.

9. Partial Refunds

Stainova reserves the right to issue a partial refund at its discretion in circumstances where the product has been partially used but the Customer's claim is otherwise found to be valid upon review. The partial refund amount will be communicated to the Customer prior to processing and will require the Customer's acknowledgement before disbursement.

10. How to Initiate a Refund Request

1. Contact Stainova support on WhatsApp (+91 97464 74621) or email hello.stainova@gmail.com with your order ID and a detailed description of the issue.
2. Attach clear photo or video evidence showing the stain before application, during application, and the result after the full application process was completed.
3. Our team will review the submission and respond with an eligibility decision within 24–48 business hours.
4. If approved, you will receive return shipping instructions and Stainova's return address. Ship the product using a trackable service at your cost.
5. Once the returned product is received and verified at our facility, your refund will be initiated within the timelines specified in Section 6.