1. General Terms
At ElectroTech Rewa, we are committed to ensuring a smooth and hassle-free experience for our customers. This Refund and Cancellation Policy outlines the terms under which refunds, returns, and cancellations will be processed for both the services and products we offer.
By placing an order or availing of our services, you agree to the terms set out in this policy.
2. Cancellation of Orders Before Dispatch/Service Execution
Products
- Order Confirmation: Receipt of an electronic or other form of order confirmation from ElectroTech Rewa does not constitute final acceptance of the User’s order. We reserve the right to accept or decline the order for any reason, including but not limited to errors in pricing, stock availability, or shipping issues.
- Right to Cancel: We reserve the right to cancel any order prior to dispatch. If an order is canceled due to a pricing error or other reasons (e.g., incorrect product information), and the User’s payment has already been processed, ElectroTech Rewa will issue a full refund to the payment method used by the User.
- User-Initiated Cancellations: Users may cancel any product order before it has been dispatched for delivery by submitting a “Cancel Order” request through our customer care or on the website. A cancellation request can be placed anytime before the product is marked as “dispatched” or “handed over to courier” on the website. A 2.5% deduction from the total order value will apply to cover transaction and processing fees. Any cashback issued will also be adjusted against the refund amount. The remaining balance will be refunded to the User.
Services
- Service Appointment Confirmation: For on-site service appointments (including installation, repair, or maintenance), the booking confirmation does not constitute final acceptance. ElectroTech Rewa reserves the right to cancel or reschedule service appointments due to unforeseen circumstances (e.g., technical issues, staff availability, natural causes).
- User-Initiated Cancellations: Users may cancel service appointments by contacting ElectroTech Rewa’s customer care at least 4 hours prior to the scheduled service. In such cases, a refund will be processed, minus a 2.5% deduction for banking and transaction charges, if applicable. Any cashback issued will also be adjusted against the refund amount. Cancellations made less than 24 hours before the scheduled service may not be eligible for a refund.
3. Exchange and Replacement Policy for Products
Products Damaged or Defective Upon Delivery
- Eligibility for Replacement: If a product is found to be defective, damaged in transit, dead on arrival, or different from what was ordered, the User is entitled to request a replacement. Requests must be made within 7 days of delivery or, in the case of products requiring demo/installation, 7 days from the date of installation.
- Initiating a Request: To initiate an exchange or replacement request, Users can either submit a request on our website or contact our customer care team. The product must be returned with all original packaging, accessories, manuals, and freebies (if applicable).
- Return Procedure: ElectroTech Rewa will arrange for the pick-up of the product at no additional cost. Users are required to ensure that the product is returned in a saleable condition, without any signs of external damage. The product’s packaging, including the original carton, must be intact and undamaged.
Free Items and Promotional Products
- Free Items: In cases where free items are delivered with a main product, only the free item will be eligible for replacement if it is found defective. The main product will not be replaced under such circumstances.
- Promotional Products: Products purchased under special promotional schemes, discounts, or offers may not be eligible for exchange or replacement unless a manufacturing defect is identified at the time of delivery.
4. Service Warranty and Replacements
On-Site Services
- Service Guarantee: ElectroTech Rewa provides a limited warranty on all services performed by our technicians. If the User experiences any issues with the service provided (e.g., faulty repair or installation), the User may contact customer care within 7 days of the service completion. We will either correct the issue or provide a service replacement at no additional cost.
- Manufacturer Warranties: For product-related issues that arise after the service has been performed, Users are encouraged to reach out directly to the manufacturer or brand in accordance with the manufacturer’s warranty policies. ElectroTech Rewa does not handle product warranty claims on behalf of the manufacturer unless explicitly agreed upon.
5. Non-Returnable and Non-Replaceable Products
Certain products are not eligible for return or replacement under this policy. This includes but is not limited to:
- Personal Care and Hygiene Products: Due to hygiene and safety reasons, products such as personal grooming appliances (e.g., hairdryers, trimmers) cannot be returned or replaced unless found defective upon delivery.
- Perishables and Consumables: Items that are perishable or consumable in nature, such as batteries, filters, and cleaning agents, are non-returnable once delivered.
- Customized or Special Orders: Products that have been customized or specially ordered for the User are non-returnable unless found defective at the time of delivery.
6. Cash-on-Delivery (COD) Order Cancellations and Refunds
- COD Cancellation Policy: For COD orders, Users must initiate cancellations before dispatch by contacting our customer care team. Once a COD order has been delivered, it is not eligible for return unless it qualifies for replacement under the conditions mentioned above (e.g., defective or incorrect products).
- Refund Process for COD Orders: For eligible COD returns or cancellations, refunds will be processed via EFT or account payee cheque issued in the User’s name. The cheque will be dispatched to the billing address provided at the time of placing the order. Refunds will only be processed after the product has been collected from the User’s location with all accessories, original packaging, and documentation intact.
7. Refund Timeline
For all eligible refunds (whether for product cancellations or service cancellations), the refund process will be initiated within 7 to 10 business days from the date of confirmation of the cancellation or return. Refunds will be credited to the original payment method used by the User (in case of online payments) or via cheque for COD orders.
8. Grievance Redressal
We at ElectroTech Rewa are committed to providing excellent customer service. In case you face any issues related to our products, services, or the refund process, you may contact our Grievance Officer. We will work diligently to resolve your concerns in a timely manner.
Grievance Officer Contact Details:
Name: Shri Rudra Pratap Singh Chauhan
Email: cgo@electrotechrewa.com