Applies when the customer changes their mind or made a mistake in ordering — not a fault of the product itself. Wrong item ordered (wrong model, size, color, or capacity — e.g., ordered a 1.5 ton AC instead of 1 ton) Changed mind after purchase, with no defect involved Duplicate order placed by mistake Conditions typically required: Product unused, uninstalled, and in original packaging All accessories, manuals, and warranty cards included Return requested within a defined window (commonly 3–7 days of delivery) Proof of purchase (invoice/receipt) provided Restocking fee may apply, and original shipping/installation charges are often non-refundable
Applies when the product arrives physically damaged — from transit, handling, or packaging failure — through no fault of the customer. Damage visible at delivery (dents, cracks, broken casing, damaged compressor/coils) Concealed damage discovered upon unboxing or installation, even if outer packaging looked fine Damage caused by the courier/logistics partner Conditions typically required: Reported immediately — ideally at the time of delivery, or within 24–48 hours Photographic evidence of the damage and packaging Product not installed or used (for appliances, installation before inspection can void this claim) No cost to the customer — replacement, repair, or full refund at company's expense
Applies when the product has a manufacturing defect or fails to function as intended — separate from shipping damage or customer misuse. Manufacturing defects (unit doesn't power on, compressor failure, cooling malfunction, electrical faults) Performance issues not matching advertised specifications Premature failure within the warranty period under normal use Conditions typically required: Covered under manufacturer/dealer warranty terms Fault not caused by misuse, unauthorized repair, or improper installation Diagnosis or inspection by an authorized technician may be required before replacement/repair Options usually include repair, replacement, or refund depending on warranty terms and severity
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