Returns & Replacement Policy

We want you to love what you ordered. We take great care in making and delivering every SCL Steelo product, but if something isn’t right, we’ll make it right — here’s how.

Our promise: Free replacement

SCL Steelo is a replacement-first brand. If your product has a genuine manufacturing defect or arrives damaged, we’ll replace it with a new unit of the same product — free of cost. We don’t charge you for the return pickup or the replacement delivery in these cases.

What’s covered

• Manufacturing or performance defect:  If a manufacturing defect affects how the product works, raise a replacement request within 15 days of delivery.

• Transit or physical damage:  If your product arrives broken, cracked, or damaged in transit, tell us within 72 hours of delivery so we can act quickly.

• Wrong or missing item:  If you received the wrong item or a piece is missing from a set, let us know within 72 hours of delivery.

What’s not eligible

• Change of mind:  Products delivered in good, undamaged condition (we’re unable to accept change-of-mind returns on kitchen and food storage items for hygiene reasons).

• Misuse or wear:  Damage caused by misuse, mishandling, accidents, or normal wear and tear after use.

• Missing packaging:  Any product returned without all original packaging and accessories — the box, lids, seals, cutlery, and anything else originally included.

• Outside the window:  Requests raised after the applicable window (15 days for defects; 72 hours for damage or wrong items).

How to raise a request

Email customercare@steelo.in or message us on WhatsApp at +91 77380 33605 with the details below. We’ll get back to you within 24 hours.

• Your name as it appears on your order.

• Order number

• Reason for your replacement request

• A clear, continuous unboxing video  — see below (mandatory for damage and wrong/missing-item claims).

Unboxing video required

To process any damage, breakage, leakage, or wrong/missing-item claim, we require a clear, continuous unboxing video that starts before the parcel is opened. This protects both you and us — it helps our team verify the issue so we can approve genuine claims quickly and fairly, with no back-and-forth.

• Start before opening:  Begin recording with the sealed package in hand, showing the shipping label clearly.

• Keep it unedited:  Open the parcel in one continuous shot, without cuts or edits.

• Show everything:  Make sure the product, the defect or damage, and all packaging are visible in the same video.

Please note: claims for transit damage or wrong/missing items cannot be approved without a valid unboxing video, so do keep your camera rolling as you open every SCL Steelo order.

How the replacement works

Once you share the details, our team reviews your request and if approved, arranges the replacement — usually within 24 hours. For approved defect and damage claims, we arrange a free reverse pickup of the original product and dispatch your replacement. Please keep the item in its original packaging until pickup is complete.

Refunds (where applicable)

As a replacement-first brand, our standard resolution is a free replacement rather than a refund. In the rare case where the same product is genuinely unavailable for replacement, or where a refund is otherwise applicable (for example, an order cancelled before dispatch), we’ll process the refund to your original payment method within 7–10 business days of approval. For Cash on Delivery orders, refunds are made via bank transfer or UPI using the account details you provide.

Cancellations

Need to cancel? Contact us as soon as possible. Orders can be cancelled at any time before they’re dispatched (we dispatch within 72 hours), and any amount paid is refunded in full. Once an order has been shipped, it can no longer be cancelled, but our replacement policy above still covers genuine defects and damage.