Refund policy

At Nshield, a brand owned and operated by Nippon Paint (India) Private Limited, customer satisfaction is important to us. This Cancellation, Return & Refund Policy explains the conditions under which orders may be cancelled, returned, replaced, or refunded for purchases made throughhttps://diy.nippon-nshield.com/ ("Website").

Please read this policy carefully before placing your order.

1. Order Cancellation

1.1 Cancellation by Customer

Orders may be cancelled only before they are dispatched from our warehouse.

To request a cancellation, please contact our Customer Support immediately with your Order Number.

Once an order has been dispatched, it cannot be cancelled and will be governed by the Return & Refund provisions of this Policy.

1.2 Cancellation by the Company

Nippon Paint (India) Private Limited reserves the right to cancel any order in situations including, but not limited to:

  1. Product unavailable or out of stock
  2. Pricing or listing errors
  3. Payment failure
  4. Suspected fraudulent transaction
  5. Incomplete customer information
  6. Unserviceable delivery location
  7. Failure to verify Cash on Delivery (COD) orders

If payment has already been received for such an order, the amount paid will be refunded to the original payment method.

2. Wrong Product Received

If you receive a product different from what you ordered, please notify us within 24 hours of delivery.

To initiate a replacement request, please email us with:

  1. Order Number
  2. Product Name
  3. Description of the issue
  4. Clear photographs of the product received
  5. Images of the shipping label and outer packaging

Upon verification and approval, we will arrange for the incorrect product to be collected (where applicable) and dispatch the correct product at no additional cost.

3. Damaged or Defective Product

If your order is received in a damaged condition due to transit or you receive a manufacturing-defective product, you must notify us within 24 hours of delivery.

Your request should include:

  1. Order Number
  2. Photographs of the damaged product
  3. Photographs of the outer packaging
  4. An unboxing video (recommended for faster verification)

The Company may request additional information before approving a replacement or refund.

4. Missing or Incomplete Orders

If any item is missing from your shipment, please notify our Customer Support within 24 hours of delivery.

After verification, we will arrange shipment of the missing item or process an appropriate refund, as applicable.

5. Return Eligibility

Returns are accepted only under the following circumstances:

  1. Wrong product delivered
  2. Product damaged during transit
  3. Manufacturing defect (subject to verification)
  4. Incomplete order received

All return requests must be raised within 7 calendar days from the date of delivery unless otherwise specified under this Policy.

Products must be:

  1. Unused
  2. Unopened (where applicable)
  3. In their original packaging
  4. Returned with all accessories, labels, and promotional items supplied with the order

All returned products are subject to inspection upon receipt at our warehouse.

Approval of a return does not automatically guarantee a refund.

6. Products Not Eligible for Return or Refund

The following products or situations are not eligible for return, replacement, or refund:

  1. Products purchased due to change of mind
  2. Products ordered incorrectly by the customer
  3. Opened or used products
  4. Products with damaged or missing original packaging
  5. Products damaged due to improper storage, misuse, negligence, or incorrect application
  6. Products used beyond the recommended instructions
  7. Chemical products whose shelf life has expired
  8. Products reported after the specified reporting timelines
  9. Minor variations in packaging, colour, or appearance that do not affect product quality or functionality

For hygiene, safety, and quality reasons, liquid products that have been opened or used cannot be returned unless the issue is verified as a manufacturing defect or transit damage.

7. Inspection & Approval

All returned products undergo inspection by our Quality Team.

Based on the inspection findings, we may:

  1. Approve a replacement
  2. Approve a refund
  3. Reject the return request if the product does not meet the eligibility criteria

The Company's decision following inspection shall be final.

8. Refund Process

Once a refund is approved:

Prepaid Orders

Refunds will be processed to the original payment method used during purchase.

Refunds are generally credited within 7–10 business days, depending on your bank or payment provider.

Cash on Delivery (COD) Orders

For eligible COD refunds, customers may be requested to provide valid bank account details.

Refunds will be processed through bank transfer or any other method determined appropriate by the Company.

9. Replacement Process

Where a replacement has been approved:

  1. The replacement order will generally be dispatched within 5–7 business days after successful verification and receipt of the returned product, where applicable.
  2. Delivery timelines for replacements shall follow the standard Shipping & Delivery Policy.

10. Return Shipping

If the return is approved due to:

  1. Wrong product supplied
  2. Transit damage
  3. Manufacturing defect

the Company will arrange pickup or reimburse reasonable return shipping charges where pickup service is unavailable.

Returns initiated for reasons not covered under this Policy may not qualify for reimbursement.

11. Shelf Life & Product Usage

Certain Nshield chemical products have a shelf life of 18 months from the date of manufacture, provided they are stored in accordance with the storage instructions.

Product performance depends upon proper storage, preparation, application techniques, environmental conditions, and compliance with the instructions provided.

Unsatisfactory results arising from improper usage, incompatible surfaces, or failure to follow instructions shall not constitute a manufacturing defect and shall not be eligible for refund or replacement.

12. Fraud Prevention

To safeguard customers and prevent fraudulent claims, the Company reserves the right to request additional information, including photographs, videos, or product inspection before approving any return, replacement, or refund.

Any misuse of this Policy or submission of false claims may result in rejection of future requests and restriction of services.

13. Policy Updates

Nippon Paint (India) Private Limited reserves the right to modify this Policy at any time without prior notice.

The latest version published on the Website shall prevail.

14. Contact Us

For any questions regarding cancellations, returns, replacements, or refunds, please contact:

Nippon Paint (India) Private Limited

Customer Support

Email: auto.refinish@nipponpaint-autorefinishes.com

Phone: +91 9015400200

Website:https://diy.nippon-nshield.com

Our Customer Support team will be happy to assist you during business hours.