1. Marketplace Orders (Third-Party Sellers)
When you purchase from a seller on the CNCPoint marketplace, your payment is held in escrow by CNCPoint and released to the seller only after delivery is confirmed. This gives buyers built-in protection on every marketplace order.
Eligible for a Full Refund
- Item not delivered within 7 days past the seller's stated delivery estimate.
- Item received is significantly different from the listing description or images.
- Item arrives damaged or with manufacturing defects — report within 3 days of delivery with clear photographs.
- Seller cancels your order after payment.
Not Eligible for a Refund
- Change of mind after production has started.
- Minor variations in colour or finish that are characteristic of handcrafted or CNC-cut products.
- Damage caused by misuse, improper handling, or incorrect installation by the buyer.
- Custom or personalised orders where the buyer approved a proof before production.
How to Raise a Dispute
Contact us within 7 days of the expected delivery date via email with your Order ID, a description of the issue, and supporting photographs. CNCPoint will mediate and has the authority to hold or release escrow funds based on the evidence provided. Our decision is final.
2. CNCPoint Direct — Physical Products
Physical products sold directly by CNCPoint are made-to-order at our Rajsamand workshop.
- Damaged or defective: Contact us within 3 days of delivery with photos. We will offer a free replacement or full refund.
- Wrong item received: Contact us immediately. We will arrange return pickup and dispatch the correct item at no extra cost.
- Change of mind: Cancellations are accepted only before production begins. Once cutting or finishing has started, cancellation is not possible.
- Custom commissioned designs: Non-refundable once the design has been delivered and accepted.
3. Digital Design Files
CNCPoint Direct Files
All sales of design files (DXF, STL, OBJ, ArtCAM .rlf, FBX, Greyscale) sold by CNCPoint are final once the file has been downloaded or accessed. If a file is corrupt, incomplete, or does not match its description, contact us within 48 hours and we will provide a replacement or refund.
Community-Uploaded Files
Files sold by community members are subject to the same principle — no refunds after download. CNCPoint is not responsible for the quality or compatibility of community-uploaded files. Check file previews and descriptions carefully before purchasing. Disputes about corrupt or misrepresented files can be raised via the dispute process above and CNCPoint may mediate at its discretion.
4. Order Cancellation
- Digital files — cannot be cancelled once purchased (instant delivery).
- Physical products (CNCPoint Direct) — cancel before production begins by emailing us immediately after placing the order.
- Marketplace orders — contact the seller to request cancellation before they accept or begin production. If the seller has already accepted the order, contact CNCPoint support.
- RFQ / Custom orders — cancellable before the seller has started work. A partial charge may apply for work already completed.
5. Refund Processing
Once a refund is approved:
- Refunds are processed within 5–7 working days of approval.
- The amount is credited to your original payment method (UPI, debit/credit card, net banking) via Razorpay.
- Allow up to 10 business days for the refund to reflect, depending on your bank's processing time.
- Razorpay gateway fees (~2.36%) may not be refunded on approved cancellations where no fault lies with the seller.
6. Seller Obligations on Refunds
If CNCPoint approves a buyer refund on a marketplace order due to seller fault (non-delivery, wrong item, damage), the refund amount will be deducted from the seller's escrow balance or future payouts. Sellers with repeated refund issues may have their accounts suspended pending review.
7. How to Contact Us
For all refund, return, or dispute requests: