RETURN, REFUND, REPLACEMENT & CANCELLATION POLICY

Electro Private Limited
Last Updated: 03 August 2026

BEGINNING OF RETURN, REFUND, REPLACEMENT & CANCELLATION POLICY

This Policy governs the return, refund, replacement, and cancellation of products purchased from Electro Private Limited (“Company,” “we,” “us,” or “our”) through the website www.dhruvelectro.com (the “Website”). The Company is a manufacturer of electrical and electronic products, including lighting products, valves, fans, ceiling fans, air coolers, induction cooktops, and allied items (“Products”). By placing an order on the Website, you agree to be bound by this Policy, which shall be read together with the Company’s Terms and Conditions and Privacy Policy.

1. Order Cancellation

1.1 Cancellation Before Dispatch

  • You may cancel an order, in whole or in part, at any time before the order is dispatched from our factory or warehouse, through your account dashboard or by contacting customer support at Support@dhruvelectro.com or 1800 123 2099.
  • For cancellations made before dispatch, the Company shall refund the entire amount paid, without any deduction, to the original mode of payment within 7 (seven) to 14 (fourteen) business days.

1.2 Cancellation After Dispatch / Shipment — Partial Refund

  • Once an order has been dispatched or shipped, it cannot be cancelled free of cost. If you nevertheless choose to cancel an order after dispatch, or refuse to accept delivery of the shipment, the cancellation shall be treated as a post-shipment cancellation and shall be eligible only for a partial refund.
  • In the case of a post-shipment cancellation, the Company shall be entitled to deduct from the amount paid by you the following charges, and the balance alone shall be refunded:
    • Forward and return delivery/freight charges actually incurred by the Company;
    • Operational and handling costs incurred in processing, packing, preparing, and shipping the order, including packaging material, labour, loading, and logistics coordination costs; and
    • Any payment gateway or transaction charges that are non-recoverable by the Company.
  • The aggregate deduction under this Clause shall be determined by the Company on actuals and shall be communicated to you along with the refund confirmation. The remaining balance shall be refunded within 7 (seven) to 14 (fourteen) business days of the cancelled shipment being received back and verified at our facility.
  • The Company reserves the right to refuse future cash-on-delivery facility (if offered) to customers with repeated post-shipment cancellations or refusals of delivery.

1.3 Cancellation by the Company

The Company may cancel any order, in whole or in part, on account of non-availability of stock, pricing or technical errors, suspected fraudulent or bulk trade orders, delivery serviceability constraints, or non-compliance with the Terms and Conditions. In such cases, the entire amount paid by you for the cancelled portion shall be refunded in full.

2. Returns

2.1 Return Window and Conditions

  • Eligible Products may be returned within 24 (twenty-four) hours from the date of delivery, subject to the following conditions:
    • The Product is unused and uninstalled;
    • The Product is returned in its original packaging, along with all accessories, mounting hardware, remote controls (where applicable), warranty cards, user manuals, and the original tax invoice;
    • The serial number, barcode, and warranty seals are intact and untampered; and
    • The return request is raised through your account dashboard or customer support within the return window.

2.2 Non-Returnable Products

The following are not eligible for return, except where the Product is delivered in a damaged or defective condition or an incorrect Product is delivered:

  • Products that have been installed, mounted, wired, or used (including fans, ceiling fans, coolers, and lighting fixtures once installed);
  • Electrical consumables such as bulbs, tubes, and lamps once used or fitted;
  • Wires, cables, and similar items cut or sold by length/measurement;
  • Valves or components that have been fitted into any pipeline, machine, or assembly;
  • Customised, made-to-order, or specially manufactured Products;
  • Products sold on clearance or final sale; and
  • Products with tampered, defaced, or missing serial numbers or seals.

2.3 Return Verification

All returned Products shall be inspected upon receipt at our facility. The Company reserves the right to reject a return, or make proportionate deductions, where the Product shows signs of use, installation, physical damage, burning, moisture ingress, or where accessories, packaging, or documentation are missing. In case of rejection, the Product shall be shipped back to you, and return shipping charges may apply.

3. Replacements

3.1 Damaged, Defective, or Incorrect Products

  • If a Product is received in a damaged or defective condition, or if an incorrect Product is delivered, you must notify the Company within 24 (twenty-four) hours of delivery, supported by clear photographs and/or an unboxing video of the Product and packaging.
  • Upon verification, the Company shall, at its discretion and subject to stock availability, provide a free replacement of the same Product, including free pick-up of the affected Product and free delivery of the replacement.
  • Where a replacement is not possible due to non-availability of stock, the Company shall issue a full refund, including delivery charges paid, for the affected Product.

3.2 Manufacturing Defects Within Warranty

Manufacturing defects arising after the return window shall be governed by the applicable product warranty described in the Terms and Conditions and the warranty card accompanying the Product. Warranty service may be provided by way of repair or replacement of the defective part or Product, at the Company’s discretion, through the Company or its authorised service centres.

3.3 Exclusions from Replacement

Replacement shall not be available where the damage or defect is attributable to: improper or unauthorised installation; use on incorrect voltage or unstable power supply; electrical surges or short circuits in the customer’s premises; physical damage, water damage, or burns after delivery; unauthorised repair, alteration, or modification; or use contrary to the user manual and safety instructions.

4. Refunds

  • Where a Product has already been delivered, no refund shall be initiated until the returned Product has been received back at the Company’s warehouse and has been inspected and verified. Accordingly, the timeline for processing the refund shall commence from the date of arrival of the returned Product at our warehouse, and shall depend upon the transit time taken by the returned consignment.
  • Upon such receipt and verification, the Company shall compute the refund by deducting from the amount paid by you all delivery, freight, and shipping charges borne by the Company, together with all operational, handling, and packing expenses incurred in preparing and dispatching the order, which charges the Customer has expressly agreed to bear under this Policy and the Terms and Conditions. The net balance amount alone shall be refunded.
  • The refund so computed shall be initiated to the original mode of payment within 7 (seven) to 14 (fourteen) business days from the date of receipt and verification of the returned Product at our warehouse. Credit timelines of banks, card issuers, and payment service providers may vary and are beyond the Company’s control.
  • For cash-on-delivery orders (if offered), refunds shall be made by way of bank transfer to the account nominated by you, or as store credit, at your option.
  • Delivery charges are refundable only where the return or replacement arises from a damaged, defective, or incorrect Product delivered by the Company. In all other cases, including post-shipment cancellations under Clause 1.2, delivery charges and applicable operational costs shall stand deducted.
  • Any promotional discount, coupon, or cashback availed on the order may be proportionately adjusted in the refund amount.

5. Procedure for Raising a Request

  1. Login to your account on the Website and navigate to My Orders, or contact customer support at Support@dhruvelectro.com / 1800 123 2099 (toll-free).
  2. Select the relevant order and choose Cancel / Return / Replacement, as applicable.
  3. Provide the reason for the request along with supporting photographs or video, where required.
  4. Await confirmation, pick-up scheduling, and further instructions from our team.
  5. Hand over the Product, securely packed in its original packaging, to our authorised pick-up partner and retain the acknowledgement.

6. General

  • This Policy applies only to purchases made directly on the Website. Purchases made through dealers, distributors, marketplaces, or retail outlets shall be governed by the policies of the respective seller.
  • Nothing in this Policy limits or excludes any rights available to consumers under the Consumer Protection Act, 2019, or other applicable law.
  • The Company reserves the right to amend this Policy at any time; orders shall be governed by the version of the Policy in force on the date of order placement.

7. Contact Details

Electro Private Limited
Customer Support / Grievance Officer: Mr. Dhirendra Sharma
Email: Support@dhruvelectro.com
Phone: 1800 123 2099 (toll-free)
Registered Office: Jaunpur, Uttar Pradesh – 222132, India
Working Hours: Monday to Saturday, 10:00 a.m. to 7:00 p.m. (IST)

END OF RETURN, REFUND, REPLACEMENT & CANCELLATION POLICY

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