Return & Exchange Policy

1. Company Information

• Company Name: Wirestone International Private Limited
• Brand Name: Wirestone Auto
• E-commerce Website: https://wirestoneauto.com
• Company Information Website: https://wirestonecable.com
• Business Address: Plot No. 44, Highway Campus Colony, Harmada, VKI Industrial Area, Jaipur, Rajasthan – 302013, India
• Email: sales@wirestonecable.com
• WhatsApp / Phone: +91 91161 33357

2. Eligibility for Return or Exchange

Customers may request a return, exchange, or replacement in circumstances such as:

• The product supplied is different from the product confirmed in the order.
• The cable size or fitting supplied does not match the specifications confirmed for the order.
• A manufacturing defect is identified and verified.
• The product is damaged during transit and the claim is verified.
• Another eligible product-related issue is established under applicable law.

Every request will be reviewed according to the order details, product condition, available evidence, and applicable law.

3. Seven-Day Complaint Registration

Customers should register complaints concerning a delivered product within 7 calendar days from the delivery date under our standard complaint-registration process.

Complaints may be registered through our official channels:

• Email: sales@wirestonecable.com
• WhatsApp / Phone: +91 91161 33357

Please provide:

• Order ID.
• Customer name and registered mobile number.
• A clear description of the issue.
• Photographs or videos, where applicable.

The complaint registration date and time will be verified using the relevant email or WhatsApp record. A complaint registered within the applicable period may continue to be investigated and processed after the seven-day period.

Requests registered later may be assessed based on applicable law and the circumstances of the case. This standard deadline does not exclude or restrict any statutory rights or remedies available to customers.

4. Wrong Product or Incorrect Specifications

If Wirestone Auto supplies a product that does not match the confirmed order, we will review the issue and determine the appropriate resolution.

Examples include:

• An incorrect cable supplied against the confirmed order.
• An incorrect size or fitting compared with specifications confirmed by the customer and accepted by us.
• A product supplied for a different vehicle application than the one confirmed in the order.

Where our error is verified, we will arrange an appropriate exchange or replacement, where suitable, without charging the customer for reasonable shipping costs attributable to our error.

If the issue cannot be appropriately resolved through exchange or replacement, or a refund is required under applicable law, the matter will be handled in accordance with our Refund & Cancellation Policy and legal obligations.

5. Manufacturing Defects

If a customer believes that a supplied cable has a manufacturing defect, the customer should report the issue by email or WhatsApp with the order ID and supporting details.

Depending on the nature of the complaint, we may request:

• Clear photographs or videos of the product.
• Details of the vehicle application and fitting.
• A description of the defect or performance issue.
• Return of the product for reasonable inspection, where necessary.

After verification, we will provide an appropriate resolution in accordance with the circumstances and applicable law.

Normal wear and tear, improper installation, unauthorised modification, misuse, or damage caused after delivery may require further assessment and may not qualify as a manufacturing defect. Nothing in this section limits any remedy required by applicable law.

6. Special-Size and Vehicle-Specific Cables

Wirestone Auto manufactures automotive cables, including special-size, uncommon, and vehicle-specific cables that may require additional production work.

Before placing an order for a special-size or vehicle-specific cable, customers should verify:

• Vehicle make, model, and variant.
• Required cable type and application.
• Cable length and dimensions, where relevant.
• End fittings, mounting points, and connection specifications.
• Any reference measurements, photographs, or samples requested by our team.

Customers should provide accurate information when ordering a specialised cable.

If a cable has been manufactured according to the specifications correctly provided by the customer and confirmed for production, a return or exchange solely because the customer later changes their requirements may not be available under our standard policy.

However, if the supplied cable does not match the specifications confirmed in the order, or a manufacturing defect is verified, the complaint will be reviewed under this policy and applicable law.

7. Customer-Related Errors

Examples of customer-related errors include:

• Selecting the wrong vehicle model or variant.
• Ordering the wrong cable size or fitting when the listed product details were correct.
• Providing incorrect specifications or measurements.
• Ordering a product that is no longer required.
• Providing an incorrect or incomplete delivery address.

In these circumstances, a return or exchange may be considered after reviewing the order details, product condition, and circumstances. Approval is not automatic.

Any applicable shipping or handling charges will be communicated before the return or exchange is completed, subject to applicable law and required disclosures. Customer-related errors do not remove any statutory rights or remedies that may apply.

8. Product Condition and Inspection

For a return or exchange request, customers should keep the product and its packaging in a condition that allows reasonable inspection. Where possible, please ensure that:

• The actual product supplied for the order is returned.
• Relevant fittings and supplied components are included.
• The product is packed securely.
• The order ID or return reference is included with the package.
• The product has not been unnecessarily modified or damaged after delivery.

Products that have been installed, modified, damaged, or returned with missing components may require additional inspection.

The fact that a product has been installed or its packaging has been opened will not, by itself, override any rights or remedies required under applicable law.

Wirestone Auto may verify product markings, dimensions, fittings, photographs, order records, and other relevant evidence before deciding a request. Genuine claims will be assessed fairly and will not be rejected arbitrarily.

9. Return and Exchange Procedure

Please follow these steps before sending a product back.

Step 1: Register your complaint

Contact us by email or WhatsApp with your order ID, registered mobile number, and a description of the issue.

Step 2: Share supporting evidence

Provide relevant photographs, videos, or product specifications where requested.

Step 3: Wait for review and instructions

Our support team will review the request and communicate the next steps. If a return is required, we will provide the confirmed return address and instructions.

Step 4: Pack the product securely

Use the original packaging where available. Include the order ID or return reference and protect the product during transit.

Step 5: Dispatch the authorised return

Send the product only after receiving the return address and instructions from our team. Retain the postal receipt and tracking details, where available.

Step 6: Inspection and resolution

After receiving the returned product, where applicable, we will inspect it and communicate the outcome and next steps.

Please note: Do not send a return parcel to an address that has not been confirmed by our support team.

10. Return Shipping Charges

Where a return or exchange is required because of a verified error by Wirestone Auto, such as an incorrect product supplied or a verified manufacturing defect, we will communicate the return-shipping arrangement and cover reasonable shipping costs attributable to our error, as applicable.

For customer-related returns or exchanges, applicable return-shipping or handling charges may be borne by the customer, provided the charges are lawful and any required disclosures have been made.

Customers will be informed of applicable charges before the return or exchange is completed.

11. Economical Return Shipping Through India Post

To help customers avoid unnecessary courier expenses, an economical shipping service, such as ordinary post through a nearby India Post Office, may be used where suitable and available.

Before sending a return:

1. Obtain approval and the confirmed return address from our support team.
2. Pack the cable securely and include your order ID or return reference.
3. Select a postal service suitable for the parcel and product.
4. Keep the postal receipt and tracking information, where available.

Customers should not dispatch the product before receiving return instructions. Where tracking or proof of delivery is important, customers should consider a service that provides those details.

If the return is due to a verified error by Wirestone Auto, contact our team before paying return-shipping costs so that the appropriate arrangement can be confirmed.

12. Exchange and Replacement Processing

Once a return or exchange request has been approved and any required inspection is completed, we will communicate the next steps.

Exchange or replacement timing depends on:

• Availability of the correct product.
• Manufacturing requirements.
• Special-size or vehicle-specific production needs.
• Receipt and inspection of the returned item, where required.
• Courier serviceability and transit time.

If the replacement product requires manufacturing, additional production time may be necessary. Our team will communicate an estimated timeline where possible.

Where an exchange or replacement is not an appropriate or available resolution, the matter will be handled in accordance with applicable law and the relevant company policy.

13. Return-to-Origin (RTO) Cases

A Return to Origin (RTO) occurs when a parcel is returned to the sender without successful delivery. Possible reasons include an incorrect address, repeated unsuccessful delivery attempts, refusal to accept delivery, or other courier-related circumstances.

If a shipment is returned to origin, customers should contact us promptly after becoming aware of the status.

We will review the available courier records and circumstances before determining the appropriate next steps. An RTO will not automatically be treated as customer fault.

Any applicable shipping-related charges or resolution will be handled in accordance with our separate Refund & Cancellation Policy, the information disclosed to the customer, and applicable law.

14. Refunds Related to Returns

This policy primarily explains return, exchange, and replacement procedures.

Where a refund is approved instead of an exchange or replacement, or where a refund is required by applicable law, it will be handled in accordance with our separate Refund & Cancellation Policy and applicable legal requirements.

For full refund-processing details and timelines, please refer to the Refund & Cancellation Policy published on our website.

15. How to Contact Us

For return, exchange, or replacement requests, contact:

Please include your order ID in all communications.

16. Grievance Officer

If your concern remains unresolved through regular customer support, you may contact our Grievance Officer:

Please include your order ID, contact details, a description of the issue, and any previous complaint reference, if available. Complaints will be handled within the applicable timelines prescribed under Indian law.

17. Related Policies

Please read this policy together with the following policies published on https://wirestoneauto.com:

• Terms & Conditions
• Privacy Policy
• Shipping Policy
• Refund & Cancellation Policy

These policies cover different aspects of purchases and customer support. Applicable law will prevail wherever it requires a different or additional remedy.

18. Applicable Law and Customer Rights

This policy is intended to operate consistently with the Consumer Protection Act, 2019, applicable e-commerce rules, and other laws in force in India.

Nothing in this policy is intended to exclude, restrict, or override any statutory rights or remedies available to customers. Where applicable law requires a different or additional remedy, the legal requirement will prevail.

19. Policy Updates

Wirestone International Private Limited may update this policy when business procedures or legal requirements change.

The latest version and its effective date will be published on our website. Policy updates will not remove rights that have already accrued to customers under applicable law.