CANCELLATION AND RETURN POLICY

 

  1. General

  • YSS Elechome Pvt. Ltd., having its registered address at Third floor, TOWER-A, AT36/71, Spectrum Metro Mall, Phase-2, Sector 75, Noida, Uttar Pradesh 201301
  • (“Elec Home”, “we”, “us” or “our”) is managing and operating the website elechome.in (collectively referred to as the “YSS Elechome Pvt. Ltd.”) through which it inter alia facilitates the sale of Electronics, Electricals, home and kitchen appliances and crockery, personal care and grooming accessories and other products (“Product(s)”) to the users of the Elec home Platform (“User” or “Users” or “you” or “your”).
  • We aim to provide the best customer experience to our Users beginning from placing an order to initiating a return. While transacting on the Elec home Platforms (including eCommerce) & Stores, you can expect a hassle-free experience in returning the Product that you have ordered and can rely on us as your preferred shopping destination.
  • This cancellation, return and refund policy (“Policy”), together with the Terms sets out our procedures and policies in accepting Product cancellation, return and refund thereof.

 

  1. Applicability of Policy

  • By agreeing to use the Elec home Platform and/or initiating a request for purchase of Product(s) on the Elec home Platform, you agree to be bound by the terms contained in this Policy without modification
  • Please note that we may from time to time change the terms of the Policy that govern your cancellation, return and refund of an order for Products on the Elec home Platform. Every time you wish to use the Elec Home Platforms (including eCommerce) & Stores, please check the Policy to ensure you understand the terms and conditions that apply at that time.

 

  1. Cancellation of Products

  • You can cancel orders for Products partially or fully prior to the shipment is “”Dispatched from Store””. Orders cannot be cancelled once the package is “Dispatched from Store”.

 

  • We reserve the right to cancel your bulk orders placed on the Platform. To avoid such cancellations and/or for bulk orders, please visit our Corporate Enquiry

 

 

  1. Return

  • You may initiate the request for return of the product within 5 days from date of delivery (Return Period) if:
    • The Product delivered has any physical damage, have a missing part or are different from what was ordered basis the Product description on Elec home Platform, you are required to contact Elec home customer care to intimate of any physical damage, missing or wrong product etc., within 24 hours of delivery. For Products like Electronics, Electricals, home and kitchen appliances and crockery (any item which you can install without the assistance of a technician), reported, return will only be processed, if the Product is not found to be activated and may be subjected to verification as per the terms of this Policy.

The Products like air conditioners, televisions, water purifiers, refrigerators, convection microwave or washing machine (any item which requires installation/ demonstration by an authorised technician), you are required to contact Elec Home customer care to intimate about any damage, defect or non-functionality condition of the Product i.e., if the Product delivered is dead on arrival (DOA) within 5 (five) days of delivery*. Product being reported under damage, and defective/DOA cases, the return will be processed subject to verification as per the terms of this Policy.

  • *Products will not be eligible for returns if they are installed by a third-party technician not assigned by us.
  • User will be given an option at our sole discretion to raise a return request within 5 (five) days, for below cases:
  • Product was found defective or is dead on arrival; You are required to contact Elec Home customer care to intimate about any defect or non-functionality condition of the Product i.e., if the Product delivered is dead on arrival (DOA). Product being reported under defective/DOA cases, the return will be processed subject to verification as per the terms of this Policy.
  • In case of any issue arising after 5 (five) days of delivery Users may contact the manufacturer directly under the Product warranty provided by the manufacturer (as applicable).
  • All our packages come with ‘Tamper Evident Void Seals’, click herefor more information on our packaging. Please ensure that you do not accept packages where the seal is tampered. Acceptance of a tampered ‘Void Seal’ or a damaged box will automatically disqualify you from any return claims for physically damaged/defective products, incorrect product, or missing accessories.
  • You shall keep the Products in its unused, original condition, along with the original invoice/ sale receipt, brand outer box, MRP tags attached, user manual, warranty cards, and original accessories in manufacturer packaging for a successful return pick-up. We would accept the request for return of such Product subject to the terms of this Policy.
  • If you have received any Product which is subject to return in terms of this Policy, we suggest you to immediately register a request in this regard on the Elec Home Platform. We will in our sole discretion verify if: (a) the defects and damages in the Products or inaccuracy claimed in such Products are acceptable by us, or (b) such defects, damages or inaccuracy are due to our default, and will accordingly post verification, accept or reject the request for return. For such verification, we may request you to send us images of the damaged, defective or inaccurate Product received and/or allow our personnel to schedule a call or visit to assess the damage, defect in the Product. Alternatively you could also share the Brand DOA certificate for us to process return. Further to the assessment of the damage or the concern reported in the return request, we may in our sole discretion resolve the issue subject to the assessment report, in a manner as we may deem fit.
  • Your return will be processed only when the conditions as may be stipulated by us are fulfilled at the time of return of such Products, such as the Product being return in original condition along with the price tag intact including original packaging of the Product, and the serial number/ bar code of the Product matches our records, if Product(s) bought as a combo should be returned as the complete combo, the brand outer packaging of the Product and all accessories therein, no damage having occurred post-delivery of the Product while in your possession etc.
  • You agree that we will not accept the return of any Product: (i) if you have placed the order for a wrong Product model, colour or incorrect Product, (ii) if the Product belongs to non-returnable Product category (mentioned below) (iii) if you fail to return/register a complaint in relation to a damaged, defective or inaccurate Product within the Return Period. Any damage to the Product caused by your improper use of the Product, or any modification or change to the Product by you the User or a third party or any depreciation in the value for other reasons will not be deem such Product a damaged, defective or inaccurate Product and will not be considered a quality problem. Any decision by us in this regard shall be final and binding.
  • You should raise a return request at 92 0596 0596 or store@elechome.into get a Return Authorization code for any of the eligible reasons. Once we receive your return request, we may schedule an engineer call or visit to assess the issue reported. Basis the engineer’s technical report a resolution for return will be offered.
  • Elec Home Does not provide replacement of products currently.
  • The below product categories are marked as ‘non-returnable’ unless the package received is verified as defective or damaged –
    • Mobile Phone accessories like screen guards, screen protectors and tempered glass
    • All the crokery items that are labelled as non-returnable on their product detail pages.
  • You should make sure to erase any/all personal information from an electronic device that stores any personal information, prior to returning to us. Elec Home shall not be liable for any misuse or usage of such information.

 

  1. Refund

  • At the time of raising a request for return or cancelling the Products on the Elec Home Platform, you may seek refund. Such refund will be made to you only in the event the payment has been received by us for the Product.
  • Please be informed that when you opt to cancel or return the Products, upon our verification and assessment of the Products and the documents relating thereto, the refund amount for such Products which are eligible for return as per the terms of this Policy, will be processed within 48 (forty eight) hours from the date of us receiving the returned Product back at our warehouse. Your refund will be processed only when the conditions as may be stipulated by us are fulfilled, such as the Product being returned in original condition, along with the price tag intact including original packaging of the Product, the brand outer packaging of the damage or defective or inaccurate Product and all accessories therein is intact. For the sake of abundant clarity, it is clarified that we shall not make any refund in respect of a Product that is deemed ineligible for a refund based on our verification and assessment. The refund amount will be credited to the original payment mode opted by you or given as Store credit to you. You acknowledge that after initiation of refund, it may take additional time for your refund to reflect in your account which is subject to your financial institution or payment solution provider terms and conditions.
  • We do not make any cash refunds. The amount will be refunded to you within 7 (seven) working days into the original the mode of payment chosen by you. Sometimes banks or financial intermediaries take a longer time to process the refund request. However, if the refund does not happen by the date advised, you may contact us, and we will gladly help you.
  • Refund to be made to the User shall not include any amount paid towards shipping charges or any other such charges applicable from time to time. However, in the event a Product has been delivered with a defect or damage (for reasons attributable to, and accepted by us after due verification at its sole discretion) we may refund the shipping charges to you. You will be provided with a refund if you have received a non-returnable Product in a damaged or defective condition subject to verification and examination of the damage or defect of the Product by us.
  • We provide refund for few scenarios such as Products that were incorrectly represented on the website. We reserve the right to reject a refund request for a Product if it does not satisfy the quality conditions specified under this Policy on our assessment pursuant to its return. We may in such cases notify you and send the returned Product back without initiating a refund.
  • Brand Approved (exceptional returns) approved by the Brand within warranty period of the product, there may be issues posting refund if the transaction is over 180 days old. For such cases, our team will reach out to you for documents to post a manual refund into an alternate account. The user is mandatorily required to submit a copy of his/her bank account details (such as Cancelled Cheque, Bank Passbook) along with photo ID proof (such as PAN card, Aadhar card). All the documents submitted should be in the same name as the Billing name used while placing the order. For cases where there’s a mismatch in name, Elechome reserves the right to refuse the user’s refund to a bank account and will process the refund as Store Credit only.
  • Please note: In a scenario where the order is cancelled or not placed, but money is deducted from your end, then Elec Home initiates a refund automatically. Usually it can take upto 7days for the refund to get reflected in your source account. For further details and support, respective bank / Payment Gateway / financial institution to be contacted.
  • Please refer below table to understand mode of refund as per our discretion for different Payment Types:

 

  1. Additional Note

  • For installable products, returns will be accepted only if the product was installed by Elec Home engineers Returns will not be accepted if any of the installable products is unboxed and/or installed by customer himself or by anyone other than Elec Home’s service team Elec Home or engineers authorised by Elec Home. Any damages or defects for such products will not be accepted. These could include but not limited to –
    • GAS Leakages in Air Conditioners
    • Wrong connections or Wrong installations
    • Missing items reported, damages, dents etc.
    • On account of any physical damages

 

  1. Customer Support

  • Any queries or concerns relating to the Fees and Payment may be directed by you to our customer support team who can be contacted at:
  • Email: store@elechome.in / rajnikant@elechome.in
  • Phone Number: 8700860176

 

​​Online Electronic Shopping Store in India – Elec home

 

Product Packaging

  • All our orders go through a defined pick and pack process before they are shipped out to you to ensure the correct product is shipped out every time
  • in ships products using any one of the below 3 types of Product Packaging

 

Product Packaging 1

  • Some of our products are all packed in corrugated brown boxes taped with branded tapes and finally sealed with branded Void tape as displayed below.

 

  • DO NOT ACCEPT THE PACKAGE IF VOID SEAL IS TAMPERED OR REMOVED OR BOX IS TORN

 

How to identify a Seal has been tampered for Packaging Type 1 (Acceptable and Non-acceptable seals listed below)

  • We request customers to check if the carton being delivered is not crushed or torn and is still intact with branded Reliance brown tape along with “Void” seals as follows
    • Two void seals on the two sides of shipping label.
    • One void seal on the back side of shipping label.
  • The Void seal should be intact & no additional tape is pasted on Void seal. If above two things are ok, customers can accept delivery from courier & sign for Package Delivery
  • If box, brown tape or side and back seal is tampered, customers should refuse delivery of the same. As soon as the seal is tampered, it will display Void
  • Pictures of acceptable and non-acceptable is displayed below

 

  1. PRODUCTS THAT ARE ACCEPTABLE:
  • Seal is intact and so is the tape and the box
  • Seal is intact

 

PACKAGES THAT SHOULD NOT BE ACCEPTED

  • Seal at the two ends displays Void which means seal has been tampered

 

  • Seal displays “Void” as soon is its tampered by way of peeling off or pulling

 

  • Once a package is accepted basis the non-tampered “VOID” seal and brand tape, any claim for incorrect products will be solely basis investigation by our Fulfilment centres

 

Product Packaging 2: Tamper Evident Poly Bag:

  • Tamper Evident Poly Bag – The second packaging type we use is Tamper Evident Polyjify bags Please ensure that you do not accept packages where the seal is tampered. Acceptance of a tampered Void Seal or a damaged box will automatically disqualify any return claims for physically damaged/defective products, incorrect product or missing accessories.

 

Please find below details of secure bag (How security feature works) –

  • If the bag has been tampered with (by physical or mechanical pressure), our secure bag provides tamper evident mark / indication as mentioned below –
  • If opened from top flap – it has tamper evident Void tape – It leaves a clearly visible ‘VOID’ marks on the bag (see red section in below image). Some images of tampered bags are shared below for customer reference.

 

  • The bag has security no. on all three sides that need to be cut to open the bag and as a result the security numbers will get misaligned or they will be missing (evidence of tamper). If a package is handed opened from three sides that causes misalignment of security numbers, please refuse the package.

 

  • No one can take out the product, without cutting or tearing the bag – that will leave a cut mark on secure bag.
  • Following measures should be taken before accepting Package-

 

  • Photos of Polly Jiffy tamper proof bags
  • Snippet for Tampered Void Seal –

 

Product Packaging 3: Ship in Own Container (SIOC):

  • Ship in Own Container (SIOC) – There are some products that are being shipped in brand packaging only (SIOC – Shipped in Own Container Method). There is no secondary or additional packaging required.

 

Categorization of products that can be shipped via SIOC

  • Home Appliances
    • Refrigerator
    • Dishwasher
    • Air Conditioner
    • Washing Machine
  • Television / Home Theatre
  • Kitchen Appliances- Ovens- OTG- Kitchen Hobbs- Kitchen Hoods