Returns, Replacement & Refund Policy

Get Lubricants is a brand owned, operated, managed, and controlled by NexG Petrolube Private Limited ("Company"), a company incorporated under the provisions of the Companies Act, 2013.

This Returns, Replacement & Refund Policy ("Policy") governs all requests relating to returns, replacements, exchanges, cancellations, refunds, shortages, damaged products, quality concerns, counterfeit allegations, transportation damages, incorrect deliveries, warranty-related claims, and associated matters arising from purchases made through Get Lubricants.

This Policy forms an integral part of the Terms of Use, Shipping Policy, Payment Policy, Product Authenticity Policy, Technical Advisory Disclaimer, Marketplace Policy, and all other policies published by the Company.

By placing an order through Get Lubricants, the customer expressly agrees to be bound by the terms of this Policy.

The Company aims to provide customers with genuine products and a fair grievance resolution mechanism while simultaneously protecting the Company, manufacturers, distributors, logistics partners, and marketplace sellers from fraudulent, abusive, unreasonable, or unsupported claims.

Given the nature of lubricants, oils, greases, coolants, specialty fluids, chemicals, maintenance products, and industrial consumables, returns and refunds are subject to stricter verification requirements than ordinary consumer goods.

This Policy applies to:

• Retail purchases.
• Online purchases.
• Mobile application purchases.
• Marketplace purchases.
• Direct sales facilitated through Get Lubricants.
• Orders supplied through authorized sellers.
• Products supplied by distributors through the platform.

This Policy may not apply to products governed by separate written agreements, tender contracts, institutional procurement agreements, annual rate contracts, OEM supply arrangements, or customized commercial contracts.

Immediately upon delivery, customers shall inspect the shipment and verify:

• Product quantity.
• Product description.
• Product grade and viscosity.
• Packaging condition.
• Seal integrity.
• Batch numbers.
• Manufacturing details.
• Expiry details where applicable.
• Physical damage.
• Leakage.
• Shortages.
• Tampering indicators.

Failure to inspect products promptly may adversely affect the Company's ability to investigate claims.

The customer acknowledges that acceptance of delivery without objection constitutes prima facie evidence that the shipment was received in satisfactory condition.

Subject to verification and approval by the Company, return requests may be considered under the following circumstances:

• Where the product delivered is materially different from the product ordered.
• Where the wrong product, wrong viscosity grade, wrong packaging size, or wrong quantity has been supplied.
• Where the product is damaged during transit and such damage is properly documented and reported within the prescribed period.
• Where the product has been delivered in a visibly leaking condition.
• Where a manufacturing defect is confirmed by the manufacturer or authorized technical evaluation.
• Where the product is proven to be counterfeit following investigation and verification.
• Where applicable consumer protection laws require acceptance of returns.

Approval of a return request shall remain entirely subject to investigation and verification by the Company.

Unless otherwise required by applicable law, the following products shall not be eligible for return:

• Products whose original seals have been broken.
• Opened lubricant containers.
• Partially consumed lubricants.
• Products transferred into another container.
• Products mixed with other oils, greases, chemicals, additives, coolants, or fluids.
• Products contaminated after delivery.
• Products improperly stored by customers.
• Customized products.
• Special procurement products.
• Indent-based products.
• Imported products procured specifically against customer requirements.
• Industrial bulk supplies.
• Drums, barrels, IBC containers, tanker deliveries, and bulk lubricant consignments once accepted.
• Products whose batch identification labels have been removed, damaged, altered, or rendered illegible.
• Products returned without original packaging.
• Products returned after unreasonable delays.

Due to the nature of lubricants and industrial fluids, once a container is opened, the Company can no longer verify:

• Product integrity.
• Product purity.
• Storage conditions.
• Contamination risks.
• Product handling practices.

Accordingly, opened products shall generally not qualify for return, exchange, replacement, or refund unless a manufacturing defect is independently established through investigation.

The Company shall not be responsible for contamination occurring after delivery including contamination caused by:

• Improper storage.
• Exposure to moisture.
• Exposure to dirt or dust.
• Improper handling.
• Mixing with incompatible products.
• Use of contaminated dispensing equipment.
• Use of contaminated containers.
• Environmental exposure.

Any claim arising from contamination after delivery shall be rejected.

The Company supplies products based upon customer selection and available product information.

Customers remain solely responsible for determining suitability for:

• Vehicles.
• Engines.
• Gearboxes.
• Hydraulic systems.
• Compressors.
• Industrial machinery.
• Marine equipment.
• Manufacturing processes.

The Company shall not accept returns, replacements, refunds, or compensation claims solely because the product was not suitable for the customer's application, the wrong lubricant was selected, OEM requirements were not followed, or product compatibility was not independently verified.

The Company shall not be liable for any resulting engine damage, equipment failure, warranty rejection, production losses, or operational interruptions.

Customers must report visible transportation damage within twenty-four (24) hours of delivery.

Claims must include:

• Photographs of packaging.
• Photographs of damaged products.
• Delivery documentation.
• Order information.

Failure to report within the prescribed period may result in claim rejection.

The Company reserves the right to obtain courier reports, transporter reports, and independent assessments before approving any claim.

Claims relating to quantity shortages must be reported within twenty-four (24) hours of delivery.

The Company reserves the right to review:

• Weight records.
• Packing records.
• Dispatch records.
• Transport records.
• Warehouse records.

Unsupported shortage claims may be rejected.

The Company maintains strict authenticity controls.

Any customer alleging receipt of a counterfeit product must provide:

• Original invoice.
• Original packaging.
• Batch details.
• Product photographs.
• Any supporting evidence.

The Company reserves the right to refer products to manufacturers, authorized distributors, independent laboratories, and technical experts.

No refund, replacement, or compensation shall be payable until completion of investigation.

Fraudulent counterfeit allegations may result in suspension of customer accounts.

Submission of a return request does not automatically create an entitlement to a refund or replacement.

The Company reserves the right to:

• Request additional documentation.
• Conduct inspections.
• Seek technical opinions.
• Verify batch records.
• Obtain manufacturer evaluations.

Approval shall be granted solely at the Company's discretion subject to applicable laws.

Where a claim is approved, the Company may elect, at its sole discretion, to:

• Replace the product.
• Supply equivalent products.
• Issue store credit.
• Issue a refund.
• Offer partial compensation.

The customer shall not have the right to dictate the remedy.

Approved refunds may be processed through:

• Original payment method.
• Bank transfer.
• Store credit.
• Credit note.

Refund processing timelines may vary depending upon banking institutions, payment gateways, financial institutions, and regulatory requirements.

The Company shall not be responsible for delays attributable to third parties.

Orders may be cancelled before dispatch subject to operational feasibility.

The Company reserves the right to deduct:

• Payment gateway charges.
• Banking charges.
• Administrative costs.
• Procurement costs.
• Freight commitments already incurred.

Customized orders, imported products, special procurement products, and bulk orders may not be cancellable.

To protect customers and business partners, the Company actively monitors transactions and claims for potential abuse.

The Company reserves the right to reject claims involving:

• Product switching.
• False damage claims.
• Repeated refund requests.
• Misrepresentation.
• Forged documentation.
• Return abuse.
• Counterfeit substitution.
• Unauthorized chargebacks.

The Company may suspend accounts, refuse future transactions, recover losses, and report suspected fraud to law enforcement agencies.

Customers shall not initiate chargebacks in bad faith after receiving products or services.

Where chargebacks are initiated, the Company reserves the right to submit:

• Delivery records.
• Order records.
• Communication records.
• Tracking information.
• Inspection reports.

Any costs incurred by the Company due to fraudulent chargebacks may be recovered from the customer.

The Company reserves the right to permanently suspend accounts involved in abusive chargeback practices.

Bulk orders, industrial orders, institutional purchases, project supplies, tender supplies, tanker deliveries, and commercial procurement transactions may be governed by separate agreements.

Such transactions may not be eligible for:

• Standard return rights.
• Retail refund rights.
• Consumer-oriented replacement programs.

Separate contractual terms shall prevail.

Where a return or refund is approved, the Company may issue:

• Credit notes.
• Revised tax documents.
• GST-compliant adjustments.

Customers shall cooperate in completing all documentation required under applicable GST laws.

The Company shall not be liable for input Tax Credit reversals, GST disputes, tax authority actions, or compliance issues arising from inaccurate customer information.

Nothing in this Policy shall limit rights that cannot be excluded under applicable consumer protection laws.

However, customers acknowledge that the nature of lubricants and industrial products requires specialized handling, storage, verification, and technical evaluation procedures.

The Company shall endeavor to resolve genuine grievances fairly and reasonably.

To the maximum extent permitted under law, the aggregate liability of Get Lubricants, NexG Petrolube Private Limited, its directors, employees, affiliates, suppliers, distributors, logistics partners, marketplace sellers, and service providers shall not exceed the actual purchase price paid for the specific product giving rise to the claim.

Under no circumstances shall the Company be liable for:

• Loss of profits.
• Business interruption.
• Production losses.
• Loss of contracts.
• Loss of goodwill.
• Consequential damages.
• Indirect damages.
• Punitive damages.

Any dispute arising from returns, replacements, refunds, cancellations, shortages, damages, quality concerns, or related matters shall be governed by the laws of India.

Such disputes shall be resolved through arbitration under the Arbitration and Conciliation Act, 1996.

The seat and venue of arbitration shall be Kolkata, West Bengal, India.

Subject to the arbitration provisions, courts situated in Kolkata, West Bengal shall have exclusive jurisdiction.

The Company reserves the right to amend, revise, update, replace, suspend, or modify this Policy at any time.

The latest version published on the platform shall govern future transactions unless otherwise required by law.