Customer Responsibility Policy

Last updated: August 19, 2025

Fairhand Home Appliances (“Fairhand,” “we,” “our,” “us”) is committed to delivering a smooth, safe, and reliable experience—from selection and ordering to delivery, installation, and after-sales support. This Customer Responsibility Policy sets out the reasonable steps customers must take so that appliances can be delivered, installed, used, and serviced correctly. It should be read together with our Payment Policy, Cancellation Policy, Shipping Policy, Delivery & Installation Policy, Service & Warranty Policy, Return & Refund Policy, Complaints & Dispute Resolution Policy, Privacy Policy, and Terms & Conditions. If a subject is covered by a more specific policy, that policy controls for that subject.

By placing an order or using our Services, you acknowledge that you have read and understood this Customer Responsibility Policy.

1) Scope & Purpose

  • Applies to all customers purchasing products or requesting service/warranty support within our serviceable areas (currently Delhi NCR).

  • Describes customer-side requirements that directly affect delivery feasibility, installation quality, safe use, warranty eligibility, and resolution speed.

  • Designed to ensure fair, transparent expectations for both you and Fairhand.

2) Key Definitions (Plain English)

  • Serviceable Area: Locations where Fairhand offers delivery, installation, and service support.

  • Site Readiness: Basic conditions at your premises that must exist for successful installation (space, access, power, water, drainage).

  • DOA: “Dead on Arrival”—appliance fails to power on or function at installation (see Return & Refund Policy).

  • Functional Defect: A fault that prevents normal operation, verified by a Fairhand technician.

  • Consumables: Items like hoses, filters, stands, stabilizers, wall-mounts, batteries—may be billable if required.

3) Before You Order

  • Provide accurate details: delivery address, floor, building name, entry restrictions, phone number(s).

  • Check feasibility: ensure your location is within our serviceable areas and can accept delivery (entry passes, timings, service lift rules).

  • Select the right model: consider size, capacity, and placement constraints (door width, staircase turns, countertop clearance).

  • Budget for accessories (if needed): pipes, stands, stabilizers, wall mounts, filters may be necessary depending on your setup (billed transparently—see product page or installer guidance).

4) Site Readiness (Customer-Provided)

To enable safe and successful installation, please ensure:

For all appliances

  • Clear pathway from entrance to installation point; remove obstacles/furniture.

  • Adequate space for placement and ventilation per product type.

  • Proper power outlet (earthed), correct rating (typically 16A for heavier loads), near the installation spot.

  • Network/Wi-Fi details ready (for smart TVs, where applicable).

Washing Machines

  • Functional water inlet with sufficient pressure; accessible tap near the unit.

  • Drain outlet at proper height/flow path; no severe kinks in hoses.

  • Stable, level floor to minimize vibration.

Refrigerators

  • Ventilation gap around sides/back as per model guidance.

  • Avoid direct sunlight/heat sources.

Air Conditioners (Window/Split)

  • Mounting feasibility for window or outdoor unit; society permissions and power point proximity.

  • Stabilizer recommended in voltage-fluctuation zones (installer will advise).

RO Purifiers

  • Water inlet point, wall space for bracket, and drain point for reject water.

Smart TVs

  • Wall mount feasibility (stud/concrete location) or a level tabletop; safe cable routing.

If site readiness is not met at the time of visit, installation may be rescheduled. Additional trips or special handling may incur actual-cost fees (pre-disclosed).

5) Access & Permissions

  • Arrange society/estate entry passes, visitor parking, and service lift permissions in advance.

  • Declare any time restrictions (e.g., deliveries not allowed after 6 pm) prior to scheduling.

  • If a stair-only move is required for large appliances, inform us so we can plan manpower/equipment (additional handling charges may apply and will be shared in advance).

6) Presence at Delivery & Installation

  • Ensure you or a responsible adult is present to receive delivery, supervise installation, and provide decisions on accessory add-ons where needed.

  • Review the basic demo and confirm the unit powers on and runs a quick test (e.g., short wash cycle start, cooling test, TV picture, RO flow).

  • Complete payment as per the Payment Policy (typically COD/UPI after installation).

7) Safe Use & Care (Post-Installation)

  • Follow usage guidelines provided during demo and in the product manual.

  • Avoid overloading or misuse (e.g., incorrect detergent type, blocking AC airflow, improper TV wall mount loads).

  • Use stabilizers where advised due to local voltage conditions.

  • Replace consumables (filters, hoses) at reasonable intervals as guided by the installer or manual.

8) Electrical & Plumbing Responsibilities

  • Maintain a stable power supply with proper earthing.

  • Address plumbing issues (leaks, low pressure, clogged drains) that are outside the appliance’s scope.

  • Where needed, engage certified electricians/plumbers to fix premises issues; Fairhand does not modify building wiring or plumbing beyond standard fittings.

9) Environment & Placement

  • Keep appliances in dry, ventilated areas unless the product is designed for damp spaces.

  • Ensure level placement to reduce vibration/noise (especially for washing machines).

  • Do not obstruct vents/intakes or place units near heat sources.

10) Documentation & Proofs

  • Retain invoice/receipt and warranty card for service claims.

  • Keep installation notes shared by the technician (if any).

  • For support requests, share photos/videos when asked—this speeds verification and the right dispatch of parts.

11) After-Sales Communication

  • Report any functional issue promptly:

  • Be responsive to technician scheduling calls/messages. Delayed responses can delay resolution.

  • For complex issues, we may request video troubleshooting as a first step.

12) Warranty & Service Eligibility

  • Warranty applies to functional defects under normal use (see Service & Warranty Policy).

  • Not covered: physical damage after delivery, misuse, unauthorized repairs, external-cause issues (power surges, water leakage at premises, poor drainage).

  • Do not attempt self-repair or engage unauthorized technicians—this may void warranty.

13) Return, Replacement & DOA

  • If the unit fails at installation (DOA) or within 7 days with a verified functional defect, you are eligible for free replacement (see Return & Refund Policy).

  • Cosmetic variations common to refurbished goods that do not affect function are not grounds for return.

  • Keep accessories and fittings available for exchange/pickup.

14) Missed Appointments & Re-Delivery

  • If no one is available at the scheduled time, the attempt may be marked failed.

  • We will reschedule; repeated failures may incur re-delivery fees at actuals.

  • Please inform us in advance if you need to reschedule.

15) Accessories & On-Site Add-Ons

  • Our technician may recommend accessories (pipes, stands, stabilizers, wall-mounts, filters) only when necessary.

  • Prices are disclosed before installation; pay along with the main invoice (COD/UPI).

  • Keep accessory receipts for future service references.

16) Post-Warranty Service

  • After the 180-day seller warranty, paid service support is available: visit charges + parts at cost (quoted beforehand).

  • Keep your invoice handy for faster record lookup.

17) Fair Use & Policy Abuse

  • Please use the policy framework in good faith. False claims, accessory swaps, or obstructing inspections may lead to denial of service, billing for costs, or account restriction.

  • We reserve the right to record technician notes/photos (of the appliance setup) for quality and safety documentation, respecting your Privacy Policy rights.

18) Responsibility Summary (Checklist)

  • ✅ Provide correct address & access details; arrange passes/permissions.

  • ✅ Ensure site readiness (space, power, water/drainage as applicable).

  • ✅ Be present for delivery, installation & demo; pay per Payment Policy.

  • ✅ Use the appliance as instructed; avoid misuse/overloading.

  • ✅ Retain invoice/warranty card and share photos/videos for support when needed.

  • ✅ Do not attempt unauthorized repairs; contact Fairhand first.

  • ✅ Report issues promptly for faster resolution.

19) Relationship to Other Policies

  • Delivery, setup & fittings → see Delivery & Installation Policy.

  • DOA/replacement/refunds → see Return & Refund Policy.

  • Warranty coverage & exclusions → see Service & Warranty Policy.

  • Payments, advances & refunds → see Payment Policy.

  • Delays, force majeure → see Terms & Conditions.

  • Escalations → see Complaints & Dispute Resolution Policy.

20) Changes to This Policy

We may update this Customer Responsibility Policy to reflect operational or legal changes. Updates will be posted here with a revised “Last updated” date and will apply prospectively.

21) Contact

For questions about responsibilities, site readiness, or usage guidance:
📧 support@fairhand.in
📞 +91 8929 688 668