Return, Replacement and Refund Policy

Effective date: 15 July 2026

This Return, Replacement and Refund Policy applies to purchases made from IndiHomes through this website. Please read it before placing an order. Nothing in this policy limits any non-waivable rights or remedies available to consumers under applicable Indian law.

1. Summary

• We do not offer returns or refunds merely because a customer changes their mind, no longer wants the product, dislikes it, or selected the wrong model, size, colour, quantity, or delivery address.
• We will review claims involving a product that arrives damaged, defective, incorrect, incomplete or missing, spurious/counterfeit, materially different from its description or agreed characteristics, or delivered materially later than the stated schedule where the delay is not caused by force majeure or the customer.
• Visible damage, transit damage, missing parts, or an incorrect product should be reported within 3 calendar days after recorded delivery. This reporting period helps us verify courier and supplier claims; it does not remove any non-waivable statutory right.
• Approved refunds are initiated within 5–7 business days after approval and, where requested, receipt and inspection of the returned product.

2. Eligibility for a Return, Replacement or Refund

A claim may be eligible when reasonable verification shows one or more of the following:

• The product was damaged in transit or arrived broken.
• The product has a manufacturing defect or does not function substantially as advertised when used according to its instructions.
• The product delivered is different from the product or variant stated in the order confirmation.
• A paid item, component, accessory or quantity is missing from the shipment.
• The product is materially different from the description, specifications, features, quantity, quality, standard, or condition represented on the product page at the time of purchase.
• The product is spurious, counterfeit, unsafe, or otherwise prohibited by applicable law.
• The order is not delivered, or is delivered materially later than the stated delivery schedule, except where the delay results from force majeure, an incomplete or incorrect address, customer unavailability, refusal to accept delivery, carrier access restrictions, or another cause attributable to the customer.

3. Items and Situations Normally Not Eligible

Subject always to applicable law, we normally do not accept claims for:

• Change of mind, personal preference, or finding a lower price elsewhere.
• An incorrect product, size, colour, model, quantity, address, or other option selected by the customer.
• Minor colour, texture, finish, or appearance differences caused by screen settings, lighting, photography, natural material variation, or manufacturing tolerances, where the product remains materially consistent with its description.
• Products damaged through misuse, negligence, improper assembly, incorrect installation, unauthorised repair or modification, accident, abnormal use, failure to follow instructions, unsuitable voltage or power supply, poor maintenance, or normal wear and tear.
• Products that have been used beyond what is reasonably necessary to identify a reported defect, or returned without included components, accessories, manuals, labels, or packaging, unless the omission is related to the original problem.
• Hygiene-sensitive, personal-use, consumable, perishable, food-contact, cleaning, or opened sealed products once used or opened, unless defective, unsafe, incorrect, or otherwise required to be accepted by law.
• Customised, personalised, made-to-order, clearance, final-sale, or promotional products where the restriction was clearly disclosed before purchase, unless defective, damaged, incorrect, unsafe, or materially misdescribed.
• Free gifts, promotional items, and gift cards, except where required by law or where the claim concerns the paid order to which they relate.
• Claims based only on packaging damage when the product itself is complete, safe, and undamaged.

4. How and When to Submit a Claim

For visible damage, transit damage, a wrong product, or missing items, contact us within 3 calendar days after delivery using the contact information shown on our Contact Us page. Include:

• Your full name, order number, registered phone number, and email address.
• A clear description of the problem and when it was discovered.
• Clear photographs of the outer shipping label, all sides of the package, internal packaging, product, defect or damage, and all items received.
• An unedited unboxing video beginning before the sealed package is opened and continuing until the product and all included items are visible. For transit-damage and missing-item claims, this evidence is normally required where reasonably available.
• Any serial number, batch number, model number, installation details, or troubleshooting information reasonably requested.

We may consider other credible evidence when an unboxing video is genuinely unavailable. We will not reject a valid statutory claim solely because a particular form of evidence is unavailable where the facts can reasonably be verified by other means.

5. Keep the Product and Packaging

Do not discard, alter, repair, use extensively, or return the product before receiving instructions from us. Keep the product, original packaging, shipping label, manuals, accessories, free items, and all components until the claim is resolved. Disposing of evidence or sending an unauthorised return may prevent verification and can result in rejection where permitted by law.

6. Review and Verification

We may review the order records, product listing, photographs, video, tracking information, supplier information, serial numbers, and other relevant evidence. We may request reasonable troubleshooting, a video demonstration, remote inspection, or return of the product. Submission of a request does not automatically mean that it is approved.

We aim to acknowledge a complete claim promptly. The time required to reach a decision depends on the product, evidence, courier or supplier verification, and whether inspection is required. We will communicate the available remedy after verification.

7. Available Remedies

Depending on the circumstances and subject to applicable law, an approved claim may be resolved through:

• Replacement of the affected item or missing component;
• Repair or technical assistance where appropriate;
• A full refund;
• A proportionate partial refund where the customer voluntarily agrees to keep an item with a minor issue; or
• Store credit only with the customer’s agreement.

Where the law gives the customer a specific remedy, that remedy will not be replaced by store credit without consent. Replacement depends on stock availability. If an appropriate replacement cannot be supplied, an eligible refund will be issued.

8. Return Authorisation and Shipping

Do not send a product to any address without written return instructions or authorisation from us. Unauthorised parcels, cash-on-delivery returns, or parcels sent to an incorrect address might be refused.

For an approved claim caused by a damaged, defective, incorrect, incomplete, unsafe, counterfeit, or materially misdescribed product, we will provide return instructions and bear reasonable return-shipping costs where a physical return is required. The customer must package the item securely and hand it to the approved courier within the stated time. Risk caused by inadequate return packaging may be assessed separately.

9. Inspection of Returned Products

Returned products may be inspected to confirm the reported issue, identity, serial number, completeness, and condition. If the returned item is different from the ordered item, has been deliberately damaged, shows misuse unrelated to the reported defect, or is missing material components without explanation, we may reject the claim or deduct only a lawful and reasonable amount reflecting the loss, subject to applicable consumer law.

10. Refund Method and Timing

• Approved prepaid-order refunds are issued to the original payment method wherever technically possible.
• For eligible cash-on-delivery orders, we may request verified Indian bank-account or UPI details belonging to the customer or order recipient. The customer is responsible for providing accurate information.
• We generally initiate an approved refund within 5–7 business days after approval and, if applicable, receipt and inspection of the return.
• Banks, card networks, payment gateways, and UPI providers may take additional time to post the credit. This external posting time is outside our direct control.
• Original shipping charges are refunded when required by law or when the whole order is accepted as damaged, defective, incorrect, materially misdescribed, or undelivered. Premium or expedited delivery charges voluntarily selected by the customer may not be refundable beyond the standard delivery cost unless required by law.
• Discounts are allocated proportionately across an order. A refund will not exceed the net amount actually paid for the affected item, except where additional relief is required by law.

11. Exchanges

We do not provide preference-based exchanges. An exchange or replacement may be offered for an approved eligible claim. A replacement product remains subject to availability. Replacement does not create a new right to return for change of mind.

12. Order Cancellation and Address Changes

A cancellation or address-change request may be submitted before dispatch, but it is not guaranteed because fulfilment can begin shortly after an order is placed. After dispatch, an order cannot normally be cancelled for change of mind. Refusing delivery does not automatically create a refund entitlement and reasonable forward or return logistics costs may be deducted where permitted by law and clearly attributable to the customer.

13. Failed Delivery and Return-to-Origin Orders

If delivery fails because of an incorrect or incomplete address, invalid contact details, repeated customer unavailability, refusal to accept the parcel, or failure to cooperate with the courier, any refund after the parcel returns to origin may be reduced by reasonable non-recoverable shipping or handling costs where permitted by law. No such deduction applies where the failure was caused by us, the supplier, or the courier and the customer was ready and able to receive the order.

14. Warranty Claims

Any manufacturer or supplier warranty stated on a product page is governed by its disclosed terms. We may assist with a valid warranty claim, but normal warranty exclusions can apply to misuse, unauthorised repair, consumable parts, accidental damage, and normal wear. This section does not limit statutory rights relating to defective products.

15. Fraudulent, Abusive or Duplicate Claims

We may reject claims supported by altered evidence, substituted products, false statements, duplicate refund requests, deliberate damage, or other fraudulent conduct. We may suspend transactions, preserve relevant records, and report suspected fraud where reasonably necessary and lawful. This does not affect genuine complaints submitted in good faith.

16. Promotions, Bundles and Free Gifts

When an approved return relates to a bundle, quantity discount, free gift, or conditional promotion, the refund may be recalculated based on the items retained. A free gift associated with a fully refunded order may need to be returned, or its clearly disclosed value may be deducted where permitted by law.

17. Product Information and Safe Use

Customers should review dimensions, material, capacity, compatibility, care information, safety warnings, voltage, installation requirements, and included components before purchase. Products must be used only for their intended purpose and according to supplied instructions. Nothing in this section excludes liability that cannot lawfully be excluded, including liability relating to unsafe, defective, or misrepresented products.

18. Limitation Subject to Consumer Law

To the maximum extent permitted by applicable law, we are not responsible for losses caused by misuse, improper installation, unauthorised modification, failure to follow safety instructions, inaccurate information supplied by the customer, or events outside our reasonable control. We do not exclude or limit liability where doing so would be unlawful, and this policy does not waive statutory consumer remedies, product-liability rights, or rights arising from fraud, negligence, unsafe goods, or misleading representations.

19. Grievances and Escalation

Submit a complaint through the contact information listed on our Contact Us page and include your order number and supporting evidence. Please allow us a reasonable opportunity to investigate and resolve the matter. Where applicable, complaints will be handled through our grievance-redressal process within the periods required by Indian law.

If the matter is not resolved, the customer retains access to remedies available under applicable law, including appropriate consumer grievance and dispute-redressal mechanisms.

20. Governing Law

This policy and purchases made through this store are governed by the laws of India. Any dispute is subject to the jurisdiction and consumer-forum rights provided by applicable law. Nothing in this policy requires a consumer to surrender a forum, remedy, or protection that cannot legally be waived.

21. Policy Updates

We may update this policy to reflect operational, legal, or regulatory changes. The version displayed when an order is placed generally applies to that order, except where a later change is required by law or is more favourable to the customer. The effective date appears at the top of this page.

22. Contact

For return, replacement, refund, cancellation, or grievance requests, use the contact details published on our Contact Us page. Include your order number and all relevant evidence to help us respond efficiently.