Return & Refund

Last updated: August 19, 2025

Fairhand Home Appliances (“Fairhand,” “we,” “our,” or “us”) is committed to a fair, transparent, and hassle-free post-purchase experience. This Return & Refund Policy explains when returns are accepted, how replacements and refunds work, the steps to raise a request, applicable timelines, and your responsibilities.

This policy should be read together with our Delivery & Installation Policy, Service & Warranty Policy, Shipping Policy, Payment Policy, Customer Responsibility Policy, and Complaints & Dispute Resolution Policy. If there is a conflict on a specific subject, the more specific policy for that subject will apply.

1) Scope & Purpose

  • This policy applies to purchases made directly through our website/store and other official Fairhand channels servicing Delhi NCR (and any additional serviceable areas we announce over time).

  • Because Fairhand offers COD/UPI after successful installation, refunds are uncommon. However, we provide clear processes for cases where a refund is applicable (see Section 10).

2) Definitions (Plain English)

  • DOA (Dead on Arrival): The appliance fails to power on or function properly at delivery/installation.

  • Functional Defect: A problem that prevents normal operation as intended (verified by a Fairhand technician).

  • Cosmetic Variation: Minor scratches, minor dents, or finish differences common to refurbished goods that do not affect function.

  • Original Condition: Product with all accessories, fittings, hoses, manuals, remote/stand (if applicable) and any packaging provided at delivery.

3) What is Eligible for Return/Replacement

Fairhand follows a Replacement-First approach within a short, clear window:

  • 7-Day DOA/Functional Failure Window:
    If the product is non-functional at installation or develops a verified functional defect within 7 days of delivery, it is eligible for free replacement after technician inspection.

  • Wrong Item Delivered / Missing Major Part:
    If you receive the wrong model/capacity or a major component is missing (e.g., drum motor, main board), we will replace it after verification.

  • Transit Damage Discovered at Unboxing:
    If significant transit damage is identified during delivery/installation, our team will record evidence and proceed with replacement.

In all eligible cases above, replacement is free of cost once verified.

4) What is Not Eligible for Return/Replacement

  • Change of Mind / Preference after delivery.

  • Cosmetic Variations (minor scratches/dents) that do not impact function.

  • Damage after delivery due to mishandling, improper use, or unauthorized movement.

  • External-cause issues: voltage fluctuations/surges, inadequate water pressure, faulty in-house plumbing, blocked drains, or incompatible sockets without stabilizer where required.

  • Unauthorized repairs/modifications or tampering of serial/QA labels.

  • Missing items (pipes, stands, remotes, manuals) at the time of pickup for a return, unless previously marked absent on the delivery note.

5) Relationship with Service & Warranty

  • After the 7-day DOA window, issues are handled under our Service & Warranty Policy (typically 180-day seller warranty unless stated otherwise).

  • Warranty coverage favors repair first. If repair isn’t feasible, replacement is considered. Refunds are addressed in Section 10.

6) How to Raise a Return/Replacement Request

Please act within the applicable window and follow these steps:

  1. Contact Support

    • Phone/WhatsApp: +91 8929 688 668

    • Email: support@fairhand.in
      Share: order ID, product name, description of issue, and short photos/videos if possible.

  2. Technician Verification

    • We schedule an on-site inspection (or quick video triage when appropriate).

    • The technician records the fault and recommends repair or replacement.

  3. Approval & Next Steps

    • If DOA or unrepairable within the DOA window, we approve replacement.

    • If repairable, we perform free repair under warranty.

  4. Pickup/Exchange Logistics

    • For replacement, our team coordinates pickup of the faulty unit and handover of the replacement.

    • Ensure the unit is accessible and all accessories are available for exchange.

Timelines: Most DOA/replacement cases are closed within 7–14 working days, subject to part/replacement availability and scheduling.

7) Condition Requirements for Return/Exchange

To avoid delays or deductions:

  • Keep the unit and accessories in the same condition as delivered (reasonable use for testing accepted).

  • Provide any hoses, filters, stands, remotes, manuals or other items supplied with the unit.

  • Do not attempt self-repair or third-party fixes; this may void eligibility.

If accessories are missing/damaged at pickup, we may:

  • Deduct their cost from any refundable amount (if a refund case), or

  • Bill for replacements in the case of an exchange.

8) Pickup & Redelivery Attempts

  • If a pickup/exchange is scheduled and no one is available or access is denied, it may be marked failed.

  • We will reschedule. Repeated failed attempts may incur a service fee and could delay resolution.

9) Replacement Rules & Warranty Continuity

  • Same or Better: Replacements are of equal or better specification/function.

  • Warranty Continuity: The replacement unit carries the remaining balance of your original warranty or 30 days, whichever is longer.

  • If a specific model is unavailable, we will offer an equivalent category replacement that meets or exceeds core functional specs.

  • The exchanged or replaced product will be delivered within 2-7 business days once approved depending upon certain availability factors such as transport, labour, and products.

10) Refunds — When They Apply

Refunds are not standard because most payments are COD/UPI after installation. However, a refund may apply in these limited cases:

  1. Prepaid/Advance Taken, Order Cancelled Before Dispatch

    • Full refund of the paid amount.

  2. Prepaid/Advance Taken, Dispatch Failed or Delivery Not Possible

    • Full refund if we are unable to deliver.

  3. DOA & No Replacement Available

    • If a DOA is verified and a replacement is not available within a reasonable time, and you do not wish to wait, we refund any amount you’ve paid.

  4. Duplicate Payment or Overcharge

    • Any duplicate/erroneous charge proven by payment records will be refunded.

  5. Accessory Charges Billed but Not Used

    • If you prepaid for an accessory that was not installed/used, we will refund that accessory amount.

Change of mind or cosmetic concerns do not qualify for refunds or returns after delivery.

11) Refund Method & Timelines

  • Payment Method:

    • UPI/Digital: Refunded to the original method where feasible.

    • COD: Refunded via UPI/IMPS/Bank Transfer after we collect your verified details.

  • Timelines:

    • We aim to process approved refunds within 7–10 working days from final approval.

    • Post approval, we will process the refund within 3-4 business days and it will be credited to the original payment method within 2-3 business day.

    • Bank processing times may affect final credit to your account.

  • Verification:

    • We may require basic KYC/payment proof to comply with audit/fraud controls.

12) Deductions or Adjustments (If Applicable)

Refunds (when applicable) may be adjusted if:

  • Accessories supplied at delivery are missing or damaged at pickup.

  • Evidence shows misuse or unauthorized repair caused the defect.

  • Service/lift/access fees were actually incurred due to special circumstances explicitly agreed in advance.

We will itemize any deduction clearly before settlement.

13) Special Cases & Limitations

  • Multiple Items in One Order: Each product is assessed independently for DOA/replacement/refund decisions.

  • Partial Shipments: We coordinate resolution once all essential components are received/verified.

  • Bulk/Custom Orders: May have specific terms disclosed at order time (those will govern if different).

  • Outside Serviceable Areas: Returns/refunds are limited to orders within our official coverage unless we expressly agree in writing.

14) Customer Responsibilities (Quick Recap)

  • Report DOA/functional issues promptly (within the 7-day window where applicable).

  • Keep the product accessible for inspection/pickup and retain all accessories.

  • Maintain a safe installation environment (power, water inlet/outlet, drainage as applicable).

  • Avoid unauthorized servicing.

15) What to Do at Delivery

  • Allow our team to unbox, install, and test the product.

  • If something seems off, flag it immediately; our technician will document and escalate.

  • Keep packaging until installation is confirmed satisfactory (helps in immediate DOA assessment).

16) Communication & Status Updates

  • We acknowledge your return/replacement request within 48 working hours.

  • We provide progress updates for inspection, pickup, repair, replacement, or refund steps.

  • For quick help, reply on the same WhatsApp/email thread so the case history stays intact.

17) Fraud Prevention & Abuse of Policy

  • We protect customers and our operations with verification checks.

  • Suspected abuse (e.g., false claims, accessory swaps) may lead to denial of return/refund and potential account restriction.

18) Complaints & Escalations

  • If you’re unhappy with how your case is being handled, email support@fairhand.in with “Escalation” in the subject and your order ID.

  • We aim to resolve escalations fairly and quickly.

  • If still unresolved, you may use remedies under our Complaints & Dispute Resolution Policy.

19) Legal & Governing Law

  • This policy is governed by the laws of India.

  • Any dispute will be subject to the jurisdiction of courts in New Delhi, India.

  • We encourage amicable resolution before formal legal action.

20) Changes to This Policy

We may update this Return & Refund Policy to reflect changes in operations or law. Updates will be posted here with a revised “Last updated” date and will apply prospectively.

21) Contact

For return, replacement, or refund assistance:
📧 support@fairhand.in
📞 +91 8929 688 668