Shipping, Return, Refund & Cancellation Policy

MxSense Telingent Solutions Pvt. Ltd.
Effective Date: 01-Jul-2026
Website: www.mxsteligent.com
Support Email: info@mxsteligent.com
Phone: +91 93630 43622

MxSense Telingent Solutions Pvt. Ltd. provides intelligent sensing devices, AI-powered quality platforms, inventory intelligence solutions, traceability systems, software modules, consultancy services, and custom pilot development services. This policy explains how shipping, delivery, returns, replacements, cancellations, refunds, warranty, and support are handled for MxSense products and services.

1. Products and Services Covered

This policy applies to MxSense hardware products, software platforms, and services, including:

Hardware Products

MxSense Electronic Sensing Devices SpectralIQ devices and sensing modules QualityAI inspection hardware Edge AI server hardware Barcode / QR code scanner systems Barcode / QR code sticker generator systems Track n Trace hardware accessories Farm to Form / Farm to Fork traceability devices Custom pilot devices and sensing prototypes Device accessories, cables, probes, fixtures, and enclosures

Software and Platforms

InventoryIQ SpectralIQ software QualityAI platform Track n Trace platform Farm to Form / Farm to Fork platform AI dashboards and analytics modules Edge software AI server software SaaS subscription access Custom workflow and reporting modules

Services

Consultancy services Feasibility studies Pilot project development Device customization Software customization AI model development Installation, training, and onboarding System integration and technical support

2. Shipping Policy

MxSense currently ships eligible hardware products within India. International shipping may be considered separately based on product type, export requirements, customs documentation, destination country, and logistics feasibility.

Estimated Dispatch Timeline

Product / Service TypeEstimated TimelineReady-to-ship accessories3–7 business daysStandard sensing devices7–21 business daysEdge AI hardware / server hardware10–30 business daysBarcode / QR systems7–21 business daysCustom devices / pilot systemsAs per quotation, PO, or agreementSoftware-only access1–5 business days after payment confirmationSaaS subscription activation1–5 business daysConsultancy / project servicesAs per agreed project schedule

Delivery timelines may vary due to product availability, customization, testing, calibration, logistics delays, public holidays, or customer-side approval delays.

3. Shipping Charges

Shipping charges may be included in the quotation, charged separately at checkout, or added to the invoice based on delivery location, product weight, packaging, insurance, and handling requirements. Applicable shipping charges, taxes, duties, or handling fees will be shown in the invoice, quotation, or checkout page before order confirmation.

4. Customer Details Required

Customers must provide complete and accurate details for billing and delivery: Customer name / company name Contact person name Phone number Email address Complete shipping address Billing address GSTIN, if applicable CIN / company registration details, if applicable Purchase order details, if applicable MxSense is not responsible for delivery delays, failed delivery, or incorrect billing caused by incomplete or incorrect customer information.

5. Delivery Inspection

Customers are requested to inspect the package at the time of delivery. If the package appears damaged, opened, wet, broken, tampered with, or mishandled, the customer should: Take clear photos and videos of the package before opening. Record an unboxing video, wherever possible. Preserve the original packaging. Inform MxSense within 48 hours of delivery. Share the order number, invoice number, delivery date, photos, and issue description.

6. Return Policy for Physical Products

Returns may be accepted only in the following cases: Product received is physically damaged. Wrong product was delivered. Product is defective on arrival. Product is incomplete or missing major accessories. Product does not match the confirmed quotation, invoice, or approved specification. Product is delivered beyond the committed delivery schedule and the revised timeline is not accepted by the customer.

Return Request Window

Issue TypeRequest WindowDamaged package / transit damageWithin 48 hours of deliveryWrong product deliveredWithin 7 days of deliveryMissing major accessoriesWithin 7 days of deliveryDead-on-arrival / non-functional productWithin 7 days of deliverySpecification mismatchWithin 7 days of delivery

Requests raised after the above period may be handled under warranty, repair, AMC, or technical support terms.

7. Return Conditions

To be eligible for return, the product must be: Returned with original invoice or order reference Packed safely in original packaging, wherever possible Returned with all accessories, cables, adapters, probes, fixtures, manuals, and documents Free from damage caused by misuse, mishandling, electrical surge, water exposure, fire, unauthorized repair, or modification Not opened, altered, reverse-engineered, or tampered with by unauthorized persons MxSense may reject the return if the product has been damaged due to customer-side misuse, incorrect installation, improper voltage, unauthorized modification, or use outside recommended operating conditions.

8. Non-Returnable Products and Deliverables

The following items are generally not eligible for return, unless defective, damaged, wrongly delivered, or materially different from the agreed specification: Custom-built sensing devices Pilot prototypes Specially configured hardware Calibrated devices customized for a customer’s sample type Used sensors, probes, test fixtures, and consumables Opened or activated software licenses SaaS subscriptions after activation AI model development deliverables Custom dashboards, APIs, reports, and workflow modules Consultancy services already delivered Installation, training, and onboarding services already completed Completed project milestones Products damaged due to misuse, mishandling, electrical surge, incorrect installation, or unauthorized repair

9. Replacement Policy

After verification, MxSense may offer one or more of the following resolutions: Product replacement Defective part replacement Repair under warranty Remote technical support On-site service, where applicable Credit note Refund, if repair or replacement is not feasible Replacement timelines depend on product availability, testing, calibration, and logistics.

10. Refund Policy

Refunds may be approved in the following cases: Order is cancelled before dispatch. Product is returned and verified as defective on arrival. Wrong product was delivered and replacement is not possible. Product does not match the agreed specification and cannot be corrected. MxSense is unable to deliver the product within the agreed timeline and the customer does not accept a revised timeline. Payment was received but the order could not be processed by MxSense. Approved refunds will be processed within 7–15 business days after verification and approval. Refunds will normally be made to the original payment method unless otherwise agreed in writing.

Possible Refund Deductions

Refunds may be subject to deduction of actual costs already incurred, such as: Shipping charges Payment gateway charges, where non-refundable Customization cost Calibration cost Testing cost Installation cost already completed Consumables used Third-party procurement cost Damage caused by customer handling Project or engineering effort already completed No deduction will be applied where the issue is clearly due to wrong delivery, verified product defect, or MxSense-side error.

11. Cancellation Policy

Cancellation Before Dispatch

Customers may request cancellation before the product is dispatched. If the product has not been shipped and no customization work has started, MxSense may approve cancellation and process the refund.

Cancellation After Dispatch

Once the product has been dispatched, cancellation may not be possible. The customer may receive the product and raise a return request only if the product is eligible under this policy.

Cancellation of Custom Products and Pilot Projects

For custom devices, pilot systems, software customization, AI model development, hardware development, or integration projects, cancellation will be governed by the quotation, purchase order, statement of work, or signed agreement. If work has already started, MxSense may deduct actual costs incurred for: Design and engineering work Hardware procurement PCB development Software development AI model development Calibration and testing Documentation Vendor payments Manpower effort Logistics and third-party costs

12. Consultancy and Service Policy

Consultancy services are billed based on scope, time, expertise, meetings, technical analysis, advisory support, documentation, and deliverables. Once a consultancy session, report, advisory call, technical review, training, feasibility study, or workshop has been delivered, the amount is generally non-refundable. Refunds may be considered only if: The service was not delivered. The service was materially different from the agreed scope. MxSense is unable to start the service within the agreed timeline. For custom hardware, software, AI, platform, device, integration, or pilot development work, payments are usually milestone-based. Payments made against completed milestones are generally non-refundable.

13. Software, SaaS and Digital Platform Policy

Software access, SaaS subscriptions, dashboards, APIs, analytics modules, and AI platforms may be activated after payment confirmation or as per commercial agreement. Once software access is activated, subscription charges are generally non-refundable, unless: Access was not provided. The software was materially unavailable due to an MxSense-side issue. The delivered software does not match the agreed scope and cannot be corrected. Custom software, AI models, dashboards, reports, workflows, APIs, integrations, and analytics modules are non-refundable once development or delivery has started, except as defined in the project agreement. Customers are responsible for providing accurate and complete data required for software configuration, AI model development, quality workflow design, and analytics. MxSense is not responsible for delays or performance limitations caused by incomplete, incorrect, biased, poor-quality, or insufficient customer-provided data.

14. Warranty and Support

Warranty terms vary by product and will be mentioned in the quotation, invoice, product document, or warranty card. Unless otherwise stated in writing, eligible MxSense hardware products may carry a limited warranty against manufacturing defects.

Warranty Does Not Cover

Physical damage Water damage Fire damage Electrical surge Incorrect voltage Unauthorized repair Device tampering Modification or reverse engineering Improper installation Damage during customer-side handling Use outside recommended operating conditions Consumables and wear-and-tear parts Sensor drift due to exposure beyond recommended limits Calibration variation due to environmental or sample changes Software support, bug fixes, updates, cloud services, maintenance, and AMC support will be governed by the applicable subscription plan, support plan, AMC agreement, or project agreement.

15. Reverse Pickup and Return Shipping

MxSense may arrange reverse pickup where courier service is available. If reverse pickup is not available, the customer may be asked to ship the product to the MxSense service address.

Return ReasonReturn Shipping CostDefective product verified by MxSenseMxSenseWrong product deliveredMxSenseTransit damage verified with evidenceMxSense / logistics partnerCustomer ordered wrong productCustomerProduct no longer requiredCustomer, if return is approvedCustom product returnAs per agreement

16. B2B, Enterprise, Institutional and Pilot Orders

For B2B customers, institutions, government projects, pilot projects, laboratories, manufacturing units, and enterprise deployments, commercial terms will be governed by: Quotation Purchase order Invoice Statement of Work Master Service Agreement NDA / MoU Collaboration agreement Pilot agreement AMC / support agreement In case of conflict between this website policy and a signed agreement, the signed agreement will prevail.

17. Customer Support

For shipping, return, refund, warranty, or service-related queries, customers may contact:

MxSense Telingent Solutions Pvt. Ltd.
C/o IITM Research Park, 1FA, I Floor, Kanagam Road, Taramani,

Chennai City Corporation, Chennai, Tamil Nadu – 600113, India.

‍ ‍Email:info@mxsteligent.com
‍ ‍Phone: +91 93630 43622
‍ ‍Website:www.mxsteligent.com

Support Hours: Monday to Friday, 10:00 AM to 6:00 PM IST, excluding public holidays.

18. Policy Updates

MxSense may update this Shipping, Return, Refund & Cancellation Policy from time to time. The latest version will be published on the official website. Customers are advised to review this policy before placing an order.

Shipping, Return & Refund for Checkout Page

MxSense ships eligible hardware products across India. Ready-to-ship accessories are usually dispatched within 3–7 business days, standard sensing devices within 7–21 business days, and custom devices or pilot systems as per the agreed quotation, purchase order, or project schedule. Returns are accepted only for products that are damaged, defective, wrongly delivered, incomplete, or materially different from the confirmed specification. Damaged delivery must be reported within 48 hours, and other return issues must be reported within 7 days of delivery. Custom devices, pilot systems, activated software licenses, SaaS subscriptions, AI models, consultancy services, installation, training, and completed project milestones are generally non-returnable and non-refundable unless not delivered or materially different from the agreed scope. Approved refunds are processed within 7–15 business days after verification. Warranty, replacement, repair, and support terms depend on the product, quotation, invoice, subscription plan, or signed agreement. For support, contact info@mxsteligent.com or +91 93630 43622.