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Return, Refund & Replacement Policy

Last updated: 2 October 2026

In short

  • No returns and no refunds on products once they are delivered.
  • Damaged in transit? Tell us within 24 hours of delivery and we replace it free.
  • Manufacturing defect? Tell us within 7 days of delivery and we replace it free. After that, the 1-year warranty covers it.
  • We pay for pickup of the faulty unit and delivery of the replacement.

1. No returns, no refunds

SOIL Digital Signage manufactures commercial displays, kiosks and standees, and most orders are configured for the buyer (size, orientation, mounting, software). For this reason we do not accept returns and do not issue refunds on delivered products, including for change of mind, a size or model chosen by the buyer, or a product that is no longer needed. Please confirm the exact model and size with our team before you place the order.

2. Damaged in transit: free replacement

If a product reaches you damaged or broken because of shipping, we replace it at no cost to you.

  1. Inspect the product and its packaging as soon as it is delivered.
  2. Report the damage within 24 hours of delivery: call 011 4018 3362 or email namaste@soilproject.in.
  3. Share clear photos or a video of the product and the packaging, with your invoice or order number.
  4. Do not install or switch on a visibly damaged product.

3. Manufacturing defect: free replacement

If the product does not work on first use (dead on arrival), has a manufacturing defect, is missing essential components, or is a different model from the one you ordered, we replace it at no cost to you.

  • Report the issue within 7 days of delivery: call 011 4018 3362 or email namaste@soilproject.in.
  • Our support team checks the issue with you remotely or through an engineer visit.
  • Once the defect is confirmed, the replacement ships within 5–7 business days.

4. Pickup and shipping costs

For approved replacements we arrange pickup of the damaged or defective unit and deliver the replacement at our cost. Please keep the original packaging if you can; it protects the unit on its way back.

5. 1-year warranty

Every SOIL product carries a 1-year manufacturer's warranty. Faults that appear after the first 7 days are handled under this warranty: call 011 4018 3362 or email namaste@soilproject.in with your invoice number and a description or video of the fault.

6. Not covered

  • Damage caused by misuse, accidents, improper installation or unauthorised modification or repair
  • Transit damage reported more than 24 hours after delivery
  • Software licences and digital services (for example SetuOS Cloud subscriptions)
  • Installation, setup or service charges, unless the service was not provided as agreed

7. Order cancellation

Before dispatch: you can cancel a standard order before it is dispatched: call 011 4018 3362 or email namaste@soilproject.in. If the order has not been processed yet, we refund the amount paid within 5–7 business days, to the original payment method.

Custom or configured orders: these cannot be cancelled once production has started.

After dispatch: orders cannot be cancelled once dispatched.

8. Disputes

If you are unhappy with how a claim was handled, please contact us first and we will try to resolve it. Disputes are governed by the laws of India and subject to the exclusive jurisdiction of the courts in New Delhi.

9. Contact

  • Phone: 011 4018 3362
  • Email: namaste@soilproject.in
  • Address: Unit No. 101–103, 1st Floor, Vikas Surya Plaza, Block C6B, Janakpuri, New Delhi 110058
  • Hours: Monday to Saturday, 10:00 AM – 6:00 PM IST

See also our Privacy Policy and Terms of Service.

10. Changes to this policy

We may update this policy. Changes apply from the date they are posted on this page.