CANCELLATION, RETURN AND REFUND POLICY

Return Eligibility

Returns are accepted only in the following circumstances:

Manufacturing defects covered under the Warranty Terms (Part B)
Products delivered in a damaged condition due to transit damage (reported within 24 hours of delivery per the Shipping Policy)
Incorrect product delivered i.e., the product delivered is materially different from what was ordered

The following are NOT eligible for return:

Change-of-mind returns or buyer’s remorse
Products damaged due to misuse, improper installation, negligence, or normal wear and tear
Products with defects arising from causes listed in the Warranty Exclusions (Part B, Clause 3)
Products not in their original condition or original packaging (where required)
Products whose serial numbers have been tampered with, defaced, or removed

Return Request Timeline

Return requests for manufacturing defects must be initiated within the warranty period as per the Warranty Terms. Return requests for transit damage or incorrect delivery must be raised within 7 days of delivery. Requests raised outside these windows may not be accepted.

Return Process

Contact our customer service at 1800 121 7515 or through the website, providing your order number, product serial number, reason for return, and supporting photographs or videos
Our team will assess your request and respond within 7 working days.
If your return is approved, we will issue a Return Merchandise Authorisation (RMA) number and provide detailed return instructions
Pack the item securely in its original packaging (where available) and ship it to the address provided in the return instructions
The customer bears the cost of return shipping unless the return is due to our error (incorrect product dispatched or transit damage confirmed as our liability)
Upon receipt and inspection of the returned product, we will process a repair, replacement, or refund within [5–7] business days

Replacement

For valid manufacturing defect claims, we will arrange:

Pickup of the defective unit (where operationally feasible)
Dispatch of a replacement unit of the same model and specification
One-way shipping for the replacement may be borne by the customer unless specified otherwise in the Warranty Schedule

If an exact replacement is unavailable, we may offer an equivalent product or a refund of the purchase price.

Refund Process

Where a refund is applicable and approved, it will be processed to your original payment method within the following timelines, starting from the date Ecozen approves the refund (not from the date of your return shipment):

Credit Card / Debit Card / UPI / Net Banking: 6–8 business days after approval, subject to your bank’s processing timelines
Cash on Delivery (COD) Orders: Refunded via NEFT/IMPS bank transfer within 7–10 business days of approval. Please provide your bank account details when raising the refund request
Wallet Payments: Refunded to the originating wallet within 3–5 business days of approval
Partial Refunds: Where only part of a multi-item order is being returned or is defective, the refund will be calculated on a pro-rata basis for the affected items only.
GST Refunds: Where a refund is processed, the GST component will also be refunded and will be reflected in a credit note issued by Ecozen. Business buyers should account for this in their GST returns accordingly.

Contact for Returns

For all return and refund queries, please contact us at:
Email: care@ecozensolutions.com
WhatsApp: 1800 121 7515