Return, Replacement & Refund

At InDhanPay Store, we value your trust and aim to deliver high-quality products with complete transparency. We understand that sometimes a product may not meet expectations, arrive damaged, or be defective. This policy explains in detail our Return, Replacement, and Refund process to ensure a fair and smooth resolution.

1. General Return & Replacement Eligibility

1.1 Return Window – Returns are accepted within 5 (five) calendar days from the date of delivery as per our courier tracking records.

1.2 Condition of Product –

• The product must be unused, uninstalled, and in original packaging.
• All accessories, manuals, warranty cards, cables, and freebies must be included.
• The product should be free from physical damage, scratches, stains, or modifications.

1.3 Proof of Purchase – You must provide a valid order number, invoice, or payment receipt.

1.4 Packaging for Returns –

• Products must be packed securely to avoid damage during return transit.
• If the returned product is damaged due to poor packaging, the refund or replacement will be denied.

1.5 Approval Before Return –
No product should be sent back without prior return authorization from our support team.
Unauthorized returns will not be accepted.

2. Products Not Eligible for Return

2.1 Non-returnable categories include:

• Opened or used hardware devices.
• Customized, engraved, or specially ordered items.
• Digital goods, software licenses, downloadable content.
• Items sold under clearance, stock clearance, or “non-returnable” tags.
• Products damaged due to customer mishandling, incorrect installation, or modifications.

3. Damaged, Defective, or Incorrect Product

3.1 Inspection at Delivery – We strongly advise customers to inspect the package at the time of delivery. If the box is visibly damaged or tampered with, you may refuse delivery and immediately contact our support team.

3.2 Mandatory Unboxing Video –

• For any claim of damage, defect, or wrong item, you must provide a clear, continuous, unedited unboxing video.
• The video must show:
  1. The unopened parcel from all sides with the shipping label visible.
  2. The process of opening the parcel.
  3. The product condition and any damage visible inside.
• Without valid video proof, damage claims during transit may be rejected as per courier and insurance requirements.

3.3 Reporting Timeframe – All claims must be reported within 48 hours of delivery via email or WhatsApp with proof (video/photos).

3.4 Resolution – Once approved, we will arrange a replacement, repair, or refund at no additional cost.

4. Return Process

4.1 Initiating Return –

• Email store.support@indhanpay.com or WhatsApp (Link) with:
  • Order ID
  • Reason for return
  • Photos/videos of the product and packaging
• Our team will respond within 24–48 business hours with the next steps.

4.2 Shipping the Product Back –

• For defective or wrong items shipped by us, return shipping will be free (we will arrange pickup or reimburse charges).
• For other reasons (customer choice, change of mind), return shipping costs are borne by the customer.

4.3 Inspection & Approval – Returned items are inspected by our quality check team. Approval is based on the condition and compliance with this policy.

5. Refunds

5.1 Refund Timeline – Once approved, refunds are processed within 7–10 working days to the original payment method.

5.2 Mode of Refund –

• For prepaid orders: Refund to the same payment method (UPI, credit/debit card, net banking, etc.).
• For COD orders: Refund via bank transfer or UPI after verifying account details.

5.3 Non-Refundable Charges –

• Shipping fees (if applicable) are non-refundable unless the return is due to our error.
• Any additional installation/service charges paid are non-refundable.

6. Exchange Policy

6.1 Exchanges are allowed only for:

• Size or variant change (if applicable)
• Replacement of defective or wrong product received

6.2 Exchanges follow the same process as returns and are subject to stock availability.

7. Warranty Support

7.1 Many hardware products come with a manufacturer warranty.
7.2 Warranty claims after the return period must be handled directly with the manufacturer, following their warranty terms.

8. Important Legal & Safety Notes

8.1 This policy is in accordance with Consumer Protection Act, 2019 and applicable e-commerce rules in India.

8.2 The company’s maximum liability is limited to the cost of the product purchased.

8.3 All disputes are subject to the jurisdiction of Indore, Madhya Pradesh courts.

8.4 In case of disputes, we encourage customers to contact us first for an amicable resolution before approaching legal or consumer forums.

📩 Customer Support
Email: store.support@indhanpay.com
Phone/WhatsApp: 011-69311430
Working Hours: Mon–Sat, 10:00 AM – 6:00 PM (IST)