Returns & Replacement Policy

Online orders can be returned within 7 days of delivery with free pickup and no restocking charge. Below that, this page separates the four situations that arise on dealer and bulk orders, because each is handled differently.

Cancelling an online order

Paid online and changed your mind? You can cancel any time before the order is dispatched. Call or WhatsApp +91 95822 69346 with your order ID.

Full refund to your original payment mode, with no deduction, usually within 5 to 7 working days.
Once the order has been dispatched, it is handled as a return under the 7-day policy below.
A payment that failed but was debited is reversed automatically by your bank or by Razorpay, normally within 5 to 7 working days.

7-day easy return on online orders

Bought on this website? You can return a standard machine or product within 7 days of delivery if it is new, unused and in its original box with all parts, the manual and the invoice.

Return pickup is free – PackForge pays the courier both ways.
No restocking charge and no deduction.
Refund to your original payment mode after the item reaches us and is checked, usually within 5 to 7 working days.
Damaged or wrong item? Send a photograph or unboxing video within 48 hours of delivery and we replace it free.
Not returnable: a machine already used for sealing or packing, damage after delivery, an item without its box or parts, opened consumables (heating element, Teflon tape, strap, tape, film), and anything built or cut to your size.

To start a return, call or WhatsApp the number on this page with your order ID. Dealer and bulk (B2B) orders follow the cases below.

1 · Transit damage

The consignment arrived broken. This is a freight claim and it depends almost entirely on what you did in the first ten minutes.

Note the damage on the transporter's copy before you sign it. A clean signed receipt closes the claim for everyone, including us. Photograph the outer packing before you open it, then photograph the damage. Count the packages against the invoice.

With those, we raise the claim with the transporter and arrange the replacement or the repair from our end. You should not have to negotiate with a transporter we booked.

2 · We sent the wrong thing

The item does not match the order acknowledgement — wrong model, wrong configuration, wrong part. This is our error and it is on us to put right.

Tell us with the order reference and a photograph. We arrange collection of the wrong item and despatch of the right one. You do not pay freight either way, and you do not pay a restocking charge.

3 · The goods are faulty

The item is what you ordered but it does not work. This is a warranty matter rather than a return, and it is usually settled faster than a return would be — most faults are resolved by sending a part.

Report it as described on the warranty page. Do not send a machine back before speaking to us; a machine in transit is a machine nobody can diagnose.

4 · You ordered the wrong thing

The hardest case, and the one where honesty helps most. A standard, unused, undamaged item in its original packing can be returned within 7 days of delivery. Pickup is free and there is no restocking charge.

What cannot be taken back: a machine built or configured to your specification, anything cut to length for you, anything that has been installed, run or wired in, and consumables whose packing has been opened. None of that is us being difficult — a machine built to your arch size cannot be sold to anyone else.

If you are unsure before you order, ask. A five-minute call is cheaper than a return, and we would rather talk you out of the wrong machine than take it back later.

How a replacement or credit is arranged

Once the case is agreed, you get either a replacement despatched, or a credit note against the invoice. Which one is yours to choose in most cases; tell us which you want when you report it.

A credit note is raised against the original invoice with the GST treated correctly. Your accounts team will want the credit note number, and we send it without being asked.

Before you order, so you do not need this page

Almost every return we handle traces back to something that could have been settled in a five-minute call before the order. It is worth naming them.

Measure the largest pack you actually run, not the typical one. A machine sized to the average will fail on the outliers, and the outliers are what get noticed.

Check the route in — gate, doorway, lift, step. A machine that cannot reach the bench is not a machine fault, and it cannot be returned as one.

Confirm the power point exists at the right phase and rating, at the bench, before the machine ships.

Tell us the consumable you buy. A machine specified around a different strap or film will disappoint, and that is not a defect either.

Ask us to talk you out of a machine if you are unsure. We would far rather lose a sale than take one back.

Something wrong with a delivery?

Photograph it before you unpack, then call +91 95822 69346.

Call +91 95822 69346 Send an enquiry WhatsApp

Questions we are asked

How long do I have to report a problem?

For online orders, within 7 days of delivery to return an unused item, and within 48 hours for damage or a wrong item. On dealer and bulk orders the reporting window is on your invoice, and it differs between transit damage and a supply error. In every case, report it the day you see it — for transit damage in particular, a clean signed receipt is very hard to reopen.

Can I return a machine because it did not suit my production?

A standard unused machine can be returned within 7 days of delivery, with free pickup and no restocking charge. A machine configured for you cannot be. This is why we ask for your carton size before quoting.

Who pays for the return pickup?

We do, in every case. There is no charge to you.

Can I return spare parts?

Unused, unopened, standard parts usually yes. Anything cut to length for your machine, no.

Do I get money back or a credit note?

Online orders are refunded to your original payment mode within 5 to 7 working days of the item reaching us. Dealer and bulk (B2B) orders normally get a credit note against the invoice, which is cleaner for both sides' GST records.

Is there a restocking charge?

No. There is no restocking charge on any return.

Can I exchange rather than return?

Usually easier for both sides, and often possible where a straight return is not. Ask before sending anything back.

What if the machine is fine but the packing was destroyed?

Note it on the transporter's copy and photograph it. If the machine is undamaged there is nothing to claim, but the note protects you if a fault appears later.