Customer Policies

General

Shipment Charges

Please refer to the table below for the shipment charges.

Total order value Rs 500 Rs 501-1500 Rs 1501-5000 Rs 5001
Shipping charges Flat Rs. 50 Max (50,7.5% Of Order Value) to 7.5% Of Order Value. 5% of order value (Rs 75 to Rs 250) Free (Rs 0)
  • Customer will be charged following
    • flat Rs. 50 For the order value equal to or below Rs 500
    • 7.5% of the order value (or Rs 50, whichever is more) will be charged for order values between Rs 501 and Rs 1500
    • 5% of the order value will be charged for order values between Rs 1501 and Rs 5000
    • no shipping charges will be applicable for the order value greater than Rs. Rs. 5001

Note:
Above shipping charges are calculated on order value including taxes.

Shipping charges will be borne by website, in cases of returns when reason for the return is owing to issues regarding fulfilment (delivery timelines not met, damaged product, incorrect product) or manufacturing defects (as ascertained by Henkel experts)

In all other cases shipping is borne by customers

Invoice

An invoice is sent after the item is shipped and can be downloaded from My Orders section from the website. The invoice shall clearly show the order number, invoice number, invoice date, the customer’s bill and ship to addresses, distributor details, details of the items shipped, line totals, subtotal, logistics charges and tax.

Goods & Services Tax

We invoice all transactions and charge all taxes as per regulation. We charge VAT GST depending on the item being shipped and place of supply as per GST law).

CancelLation Policy

An order can be canceled before its shipment (the customer needs to inform us through his/her registered email ID and sent it to customer.enquiries@henkel.com). After shipment, it can only be returned to origin (RTO). Once the order gets canceled, the amount will be refunded for 'prepaid orders’.

Cancelation Criteria

  • Incorrect or Incomplete information regarding the Customer's address (Street number, Landmark, etc.).
  • In case of incorrect information mentioned on tryloctite.in.
  • Suspected fraudulent information.

The refund of monies to Customer shall be made within 7 working days of cancellation of the order.

Return policy

Non-Delivery Return (NDR) Policy

Criteria for Returns & Replacement:

  • The wrong address provided by the customer or
  • Order not delivered to the customer within the timeline communicated to the customer or
  • Upon non-availability of the customer for more than 3 occasions or
  • For a damaged package, the customer can refuse to accept the package at the time of delivery

After delivery Return Policy is valid:

  • If the product suffers from a manufacturing defect or
  • Damaged product is received by the Customer or
  • Incorrect product is received by the Customer or

After delivery return is not valid if the customer opens and uses the product (product seal is open). The customer needs to inform us through his/her registered email ID and sent it to (customer.enquiries@henkel.com) within 7 days of receiving the order. The refund of monies to Customer shall be made for prepaid orders within 7 days of receipt of goods at the respective distributor’s warehouse and for cash on delivery orders to be made at the time of order return.

Replacement Policy (No refund)

Replacement will be applicable for the following scenarios/ cases only:

  • Damaged product is received by the Customer or
  • Incorrect product is received by the Customer or
  • If the product suffers from a manufacturing defect and the same is established by Henkel experts

Return & Replacement (No refund) Eligibility

Replacement will be applicable for the following scenarios/ cases only:

  • In case of replacement, the customer needs to inform us through his/her registered email ID and sent it to (customer.enquiries@henkel.com) within 7 days of receiving the order. In case, if you received a damaged product, it must be reported to us within 48 hours of delivery
  • Replacement will be provided for the same product ordered (same quantity and same unit)
  • If the product is delivered defective or damaged, in that case, the customer needs to inform us through his/her registered email ID and sent it to (customer.enquiries@henkel.com) within 48 hours from the time of delivery
  • Products should be unused
  • All items must be returned in their original condition, with price tags intact, user manual, warranty cards, original accessories and in the original manufacturer’s box/packaging as delivered to you
  • The invoice should be available
  • Products marked as "non-returnable" on the product detail page cannot be replaced

For Queries and More Details,

Email - customer.enquiries@henkel.com

Working hours: Monday to Friday, 9 AM to 5:30 PM (except public holidays)

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