Warranty Policy
Support & Policy
Warranty & Returns
Everything you need to know about product warranty coverage, return eligibility, and how to raise a claim — in one place.
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Warranty Policy
Coverage periods and terms for all Equal products
All Equal products are backed by a manufacturer warranty against defects in materials and workmanship under normal use. Warranty periods vary by product category.
Warranty by Product
Safe Lockers
3 YearsSecureLite, SecureLitePro & SecureX series
Shoe Racks
3 YearsMetal shoe racks — all sizes
Step Ladders
5 YearsAll step ladder models
Telescopic, A-Type & Multipurpose
2 YearsTelescopic, A-type & multipurpose ladders
Weighing Instruments
1 YearAll scales and weighing machines
Platform Trolleys
1 YearPVC & steel platform trolleys
Caster Wheels
No WarrantyPlatform trolley & furniture casters
What's Covered
✅ Covered under warranty
- Manufacturing defects in materials or workmanship
- Electronic component failure (safe lockers) under normal use
- Structural defects not caused by misuse
- Mechanical failures under rated load capacity
- Locking mechanism issues (safe lockers)
❌ Not covered
- Physical damage from misuse, dropping, or overloading
- Normal wear and tear
- Damage caused by improper installation
- Consumables — batteries, rubber feet, fasteners
- Cosmetic damage — scratches, dents not affecting function
- Water or corrosion damage from outdoor exposure
How to Raise a Warranty Claim
1
Keep your order details ready
You'll need your order number or invoice, the product name/model, and the warranty card if available.
2
Document the issue
Take a clear photo or short video showing the defect. This significantly speeds up claim processing.
3
Contact our support team
WhatsApp us at +91 78498 28643 or email care@equal.store with your order number, product, and photo/video. Our team responds within 24 hours Mon–Sat.
4
Resolution
Valid claims are resolved through repair, replacement, or part dispatch depending on the nature of the defect.
⏱ Response time: Warranty claims are reviewed within 1–2 business days of submission. Keep your emergency override keys and warranty card in a safe place — they are required for certain safe locker claims.
Return & Refund Policy
7-day return window from date of delivery
Equal accepts returns within 7 days of delivery for eligible products. Returns must be initiated within this window — requests after 7 days will not be accepted except under valid warranty claims.
Return Process
📝
Request
Contact us within 7 days of delivery
✅
Approval
We review and confirm return eligibility
📦
Pickup
Product picked up in original packaging
💰
Refund
Processed in 5–7 business days
Return Eligibility
| Situation | Return Eligible? | Notes |
|---|---|---|
| Wrong product delivered | Yes | Full refund or replacement. Contact within 7 days. |
| Product arrived damaged | Yes | Photograph packaging & product before opening. Contact within 48 hours. |
| Product not as described | Yes | Contact within 7 days with photo evidence. |
| Changed mind / no longer needed | Case by case | Must be unused, in original packaging. Contact us to check eligibility. |
| Product used / installed | Not eligible | Used products cannot be returned. Raise a warranty claim instead. |
| Request after 7 days | Not eligible | Outside return window. If defective, raise a warranty claim. |
| Missing or damaged packaging only | Not eligible | Returns require original packaging in acceptable condition. |
Return Conditions
✅ Required for return
- Product unused and in original condition
- Original packaging intact
- All accessories, manuals, and warranty card included
- Return initiated within 7 days of delivery
❌ Not accepted if
- Product has been used, installed, or assembled
- Original packaging is missing or heavily damaged
- Return requested after 7-day window
- Product tampered with or physically damaged by customer
Refund Processing
Once the returned product is received and inspected, refunds are processed within 5–7 business days. Refunds are credited to the original payment method — UPI, credit/debit card, or bank account as applicable.
📸 Pro tip: If your product arrived damaged, photograph both the outer packaging and the product immediately before fully unpacking. This is the fastest way to get a replacement or refund approved.
Need help with a claim?
Our support team is available Mon–Sat, 10am–6pm IST. WhatsApp is the fastest channel.