Official claims protocol, technical laboratory evaluation guidelines, and dispute settlement terms for Gaucera polymer-modified adhesives and construction chemicals.
Brand:Gaucera (Shivazza Industries Pvt. Ltd.)
Doc ID:GCR-POL-REF-2026
Last Revised:2026
Standard:IS 15477:2019 / EN 12004
1
General Return and Refund Stance
Due to the specialized and sensitive nature of construction chemicals, polymer-modified tile adhesives, epoxy grouts, and surface care formulations manufactured and supplied by Gaucera (Shivazza Industries Pvt. Ltd.)—which require controlled moisture-free storage conditions, protected shelf-life environments, and precise on-site application methods—we generally do not offer returns, refunds, or exchanges for products once they have been delivered, verified, and accepted by the customer or site representative.
A return, replacement, or refund will strictly be considered only if the delivered product is demonstrably damaged in transit, defective from manufacture, or incorrectly supplied by Gaucera in deviation from the confirmed order documentation.
Original Sealed Packaging Required: All products must be retained in their original, unopened, and sealed manufacturer packaging with legible batch numbering to be considered for a claim, except in cases of manufacturing defect confirmed by technical laboratory evaluation.
2
Conditions for Refund & Replacement Eligibility
A product will only be eligible for a refund or replacement under the following four specific conditions:
Damaged Product
The outer packaging is visibly damaged, torn, or punctured upon arrival, and this transit damage is explicitly recorded on the carrier’s physical or electronic delivery receipt.
Exclusion: Damage resulting from subsequent improper storage, rain exposure, rough site shifting, or mishandling after delivery acceptance is not covered.
Defective Product
The product exhibits verified manufacturing defects or is confirmed by laboratory testing to be unfit for purpose as described on Gaucera’s official Technical Data Sheet (TDS).
Exclusion: Failure resulting from incorrect preparation of the substrate, improper water-to-powder mixing ratios, or usage beyond shelf life is not covered.
Wrong Product Shipped
The product delivered does not match the product code, classification grade, colour (grouts), or description in Gaucera’s confirmed order documentation.
Exclusion: If the customer ordered the wrong product SKU or changed site specifications after dispatch.
Order Cancellation
The order is cancelled before it has been dispatched, billed, or loaded from Gaucera’s manufacturing warehouse or central distribution hub.
Exclusion: Orders already picked up by 3PL logistics partners or that are ‘in transit’ cannot be cancelled.
3
Return Process and Claim Initiation
To initiate a claim for a refund or replacement, the customer must adhere strictly to the following 5 steps:
01
Notification Period (Within 48 Hours)
The customer must notify Gaucera in writing of the issue within 48 hours of receiving the delivery at the site address.
02
Claims Contact & Subject Format
Send an email directly to customercare@gaucera.com with the required subject line:
Subject: Refund/Replacement Claim – [Your Order Number] – Gaucera
03
Required Documentation
The email must include the original Order Number, detailed description/reason for the claim, and clear photographic evidence showing packaging damage, legible batch number, manufacturing date, shipping label, and carrier delivery receipt.
04
Technical Inspection & Sample Verification
For suspected manufacturing defects, Gaucera may require a sealed reference sample of the unused product from the same batch for technical inspection in our quality control laboratory.
05
Return Authorization Number (RAN)
Do not return or ship the product until you receive a formal Return Authorization Number (RAN) from Gaucera. Return shipping instructions and authorized facility addresses will be provided along with the RAN.
Ready to Submit a Claim?
Email our customer service division with your order details and batch images.
If a refund is authorized by Gaucera following document verification and/or technical inspection, the following timelines apply:
5 – 7
Business Days
Claim Review & Documentation Verification
7 – 10
Business Days
Refund Issuance to Original Payment Method
14 – 21
Total Business Days
Final settlement depending on customer's bank
Note on Shipping Costs: Shipping, transport, and freight handling costs paid in the original order are generally non-refundable, unless the return is a direct result of Gaucera's error (e.g. wrong product grade dispatched).
5
Exclusions (When Refunds Will Not Be Granted)
Refunds, replacements, or returns will strictly not be permitted under any of the following circumstances:
The product packaging has been opened, unsealed, partially used, or mixed on-site.
The claim is submitted after the mandatory 48-hour delivery notification period has elapsed.
The product has been stored incorrectly at the site (e.g. exposure to rain, moisture, damp floors, or direct sun), causing premature lump formation.
The customer placed an incorrect order (e.g. wrong adhesive grade, excessive quantity estimate, or colour preference change).
The product has exceeded its stated shelf life as indicated on the packaging (12 months from manufacturing date in original dry packaging).
Issues related to product bonding or installation where application guidelines on Gaucera's TDS/MSDS were not strictly followed.
6
Corporate Entity & Official Communications
This policy is governed under the laws of India. All disputes are subject to the exclusive jurisdiction of the courts in Ahmedabad, Gujarat, India.
Registered Office & Head Office:
Shivazza Industries Pvt. Ltd. (Brand: Gaucera)
F.F 24, 25 Rivera Arcade 100 ft, Anand Nagar, Prahlad Nagar, Satellite,
Ahmedabad, Gujarat 380015, India. Customer Care Helpline: +91-75 67 7709 09 Claims Email:customercare@gaucera.com Official Website:www.gaucera.com
