Refund policy

At VIP Cutlery (operated by Hind Metal Industries), we stand behind the quality of our stainless steel, copper, and brass products. Please read this policy carefully to understand our return and refund process.

Understanding Our Products

Our products are made from premium quality materials including stainless steel, copper, and brass. While we maintain strict quality standards, natural variations in metal finishing and minor manufacturing marks are characteristic of quality metalware and do not constitute defects. Please inspect your products carefully upon delivery.

Return Eligibility

Returns are accepted within 7 days of delivery only under the following conditions:

  • Products received in damaged condition

  • Products with manufacturing defects (such as faulty welding, leakage, broken handles due to poor fitting, or defective finishing)

  • Wrong items shipped

Returns will not be accepted for:

  • Items that have been used, washed, or damaged after delivery

  • Items without original packaging, tags, or accessories

  • Products returned after 7 days from delivery date

  • Products showing normal wear and tear

  • Natural patina or color changes in copper/brass items (natural oxidation, not a defect)

How to Initiate a Return

If you receive a damaged or defective product, please contact us within 2 days of delivery via WhatsApp or email at helpdesk@vipcutlery.com.

Please include:

  • Order number

  • Clear photos of the product

  • Description of the issue

  • Your preference for refund or replacement

For claims related to damaged, defective, or incorrect products, an unboxing video recorded at the time of opening the package is mandatory. Requests submitted without an unboxing video may not be eligible for return or replacement approval.

Our team will review your request within 24 hours and provide return authorization if the claim is found valid. The decision to approve returns lies with the VIP Cutlery quality team.

Once authorized, we will arrange reverse pickup at no cost for most locations. If pickup is unavailable, customers may self-ship the product within 7 days of approval. Items must be returned in original condition with all packaging, tags, and accessories. Customers are advised to take photos or videos before packing as proof of condition.

Refund Process

Refunds will be processed within 5–7 business days after we receive and inspect the returned product.

  • For prepaid orders made through UPI, debit/credit cards, or net banking, refunds will be credited to the original payment method.

  • For Cash on Delivery (COD) orders, refunds will be issued via bank transfer after successful verification of customer bank account details, as cash refunds cannot be processed through courier services.

We provide a full refund of the product value for manufacturing defects or wrong items shipped.

Shipping charges are refunded only if the product arrived damaged or an incorrect item was shipped. COD handling charges are non-refundable.

Please note that banks may take 5–10 business days to reflect the refund after processing, depending on bank timelines.

No Refunds in the Following Cases

Refunds will not be processed if:

  • Products are returned used, washed, or damaged

  • Products arrive damaged when customer opts for self-shipping

  • Original packaging, tags, or accessories are missing

  • Return request is made after 7 days from delivery

  • Package is refused without valid reason

  • Incorrect or incomplete delivery address was provided

  • After 3 failed delivery attempts by courier partner

  • Package is lost in transit when customer chooses self-shipping

Exchange Policy

We do not offer direct exchanges. Customers wishing to purchase a different product must return the original product (if eligible) and place a new order separately.

Warranty Coverage

All our stainless steel and copper/brass products come with a limited warranty against manufacturing defects. This warranty covers faulty welding or construction, leakage issues, broken handles due to poor fitting, and defective finishing identified under normal household use.

The warranty does not cover normal wear and tear, scratches, dents, discoloration due to usage or cleaning, tarnishing of copper or brass (natural oxidation), damage from misuse, accidents, or improper maintenance, or damage from using abrasive cleaners or harsh chemicals. For genuine manufacturing defects covered under warranty, we will repair or replace the product at our discretion

Cancellation Policy

Orders can be cancelled within 12 hours of placing the order or before dispatch, whichever occurs first.

To cancel, contact helpdesk@vipcutlery.com with your order number.

Once packed or shipped, orders cannot be cancelled. Refunds for eligible cancellations will be processed within 5–7 business days to the original payment method.

Shipping Cost Deduction

Shipping costs (onward and return) may be deducted from refunds in cases where:

  • Incorrect or outdated delivery address was provided

  • Incorrect address format was used

  • After 2 failed delivery attempts

  • Package refused without valid reason

  • Customer opts for self-shipping and item arrives damaged

VIP Cutlery subsidizes shipping costs; therefore actual logistics charges may differ from originally charged shipping fees.

Customer Communication

Order confirmations, shipping updates, and notifications will be sent from orders@vipcutlery.com.

Customer support, return approvals, and refund communication will be handled via helpdesk@vipcutlery.com.

Customers are advised to whitelist these email addresses to ensure timely communication.

 

Important Guidelines

Before Placing Your Order

  • Read product descriptions and dimensions carefully

  • Review product images thoroughly

  • Contact support at helpdesk@vipcutlery.com for queries

Upon Receiving Your Order

  • Inspect package before accepting delivery

  • Check outer packaging for damage

  • Inspect products immediately

  • Report issues within 2 days

When Packaging Returns

  • Use original packaging whenever possible

  • Include all tags and accessories

  • Pack securely to prevent transit damage

  • Take photos/videos before shipping

Bulk Orders

Return and refund terms for bulk or wholesale orders may vary and will be communicated separately at the time of order confirmation.

For bulk inquiries, contact: info@vipcutlery.com

Contact Us

For any shipping-related queries, please reach out to us:

VIP Cutlery - Customer Support
 Email: helpdesk@vipcutlery.com
 Phone: 1800-8899-018
 WhatsApp: Available during business hours
 Support Hours: 10 AM - 6 PM (Monday to Saturday)

Business Details:
 Hind Metal Industries
 GSTIN: 09AAEFH4441G1ZI
 Moradabad, Uttar Pradesh, India
 website: www.vipcutlery.com

Governing Law

This Return & Refund Policy shall be governed by the laws of India. All disputes shall be subject to the exclusive jurisdiction of courts located in Moradabad, Uttar Pradesh.