1) INTRODUCTION:

At Vinayo World (“Company”, “we”, “us”, or “our”), we are committed to delivering high-quality electronic products and ensuring customer satisfaction. However, we understand that there may be instances where you may need to return, replace, or cancel an order. This Return, Refund & Cancellation Policy (“Policy”) has been formulated to ensure a fair, transparent, and customer-friendly process in accordance with applicable laws, including the Consumer Protection (E-Commerce) Rules, 2020. By placing an order on our Website, you agree to be bound by the terms of this Policy.

2) APPLICABILITY OF POLICY:

By accessing, using, or transacting on the website www.vinayo.world (“Website”), and/or by initiating a request for purchase of products, you expressly agree to be bound by the terms and conditions contained in this Return, Refund & Cancellation Policy (“Policy”) without modification.

If you do not agree with any part of this Policy, you are advised not to use the Website or proceed with any transaction.

Please note that the Company reserves the right to modify, amend, or update this Policy from time to time, at its sole discretion, without prior notice. Such changes may relate to the terms governing cancellation, return, replacement, or refund of products.

It is your responsibility to review this Policy periodically to stay informed of any updates. Continued use of the Website or placing of orders after any such changes shall constitute your acceptance of the revised Policy.

3) RETURN AND REPLACEMENT ELIGIBILITY:

A product shall be eligible for return or replacement only if all of the following conditions are strictly satisfied. The Company reserves the right to determine eligibility at its sole discretion based on verification and quality inspection:

The product must be unused, uninstalled, and in its original condition, free from any physical damage, scratches, dents, tampering, or signs of wear and tear. The product should not have been put to use, activated, or installed in any manner.

The product must be returned with complete and original packaging, including but not limited to:

• Manufacturer’s original box
• Outer shipping packaging
• User manuals and instruction guides
• Warranty cards (duly unaltered and not tampered with)
• All accessories, cables, attachments, and in-box components

The original packaging must be in saleable condition, without any damage, markings, labels, or alterations that would render the product unsuitable for resale.

The serial number, IMEI number, or any unique product identification number must:

• Match the records maintained by the Company;
• Be clearly visible; and
• Not be tampered with, removed, or defaced in any manner.
• All free items, promotional products, bundled items, or combo offers supplied with the original purchase must be returned in full and in unused condition. Failure to return such items may result in rejection of the return request or proportionate deductions from the refund amount.
• The product must not be registered, activated, or linked to any third-party account or service, where such activation affects the ability to resell or reuse the product.
• The return request must be raised within the applicable return window as specified in this Policy and must comply with all procedural requirements, including submission of supporting proof where required.
• The product must successfully pass the Company’s Quality Check (QC) process upon return, wherein it will be inspected for physical condition, completeness, and compliance with the above conditions.
• The Company reserves the absolute right to accept or reject any return or replacement request if the above conditions are not fulfilled or if the product is found to be ineligible upon inspection.
  

4) RETURN AND REPLACEMENT WINDOW:

Customers are required to raise return or replacement requests within the timelines specified below. These timelines are strictly enforced to ensure prompt resolution of issues and to maintain product quality and traceability:

Damaged / Wrong / Missing Product:

Any instance of product damage, incorrect product delivery, or missing items must be reported within 24 to 48 hours from the time of delivery. Customers are strongly advised to inspect the package and its contents immediately upon delivery and retain all packaging materials for verification purposes.

Manufacturing Defect / Dead on Arrival (DOA):

Any manufacturing defect or “dead on arrival” condition must be reported within 5 calendar days from the date of delivery or installation (where installation is applicable). In certain cases, verification by an authorized service technician or brand service center may be required prior to approval of return or replacement.

General Return Requests (subject to eligibility):

1. Requests for return of products (other than defects or damage) must be initiated within 5 days from the date of delivery, subject to fulfilment of the eligibility criteria set out in this Policy.
2. Customers must ensure that return requests are raised within the above timelines through the prescribed channels, along with necessary supporting details such as images, videos, or other documentation, if required.
3. Any request raised beyond the specified timelines shall not be entertained, and the Company shall not be liable to accept such requests, except where required under applicable law or at its sole discretion.

5) NON-RETURNABLE CONDITIONS:

Returns and replacements shall not be accepted under the following circumstances. The Company reserves the right to reject any request that falls within these conditions after due inspection and verification:

1. The product has been damaged due to misuse, negligence, improper handling, exposure to liquids, accidents, electrical surges, power fluctuations, or any usage not in accordance with the manufacturer’s instructions or user manual.
2. The product has been tampered with, repaired, modified, or altered by any unauthorized person, service center, or third party not approved by the manufacturer or the Company.
3. The product shows visible signs of use, including but not limited to scratches, dents, cracks, wear and tear, installation marks, or any physical damage indicating that the product is not in its original unused condition.
4. Consumable or perishable items, including but not limited to filters, cleaning kits, batteries, or similar accessories, have been opened, used, or partially consumed.
5. The product is returned without complete original packaging, including manufacturer’s box, outer packaging, accessories, manuals, warranty cards, or any other items originally supplied with the product.
6. The serial number, IMEI, barcode, or any unique product identifier is missing, defaced, altered, or does not match the Company’s records.
7. The return or replacement request has been raised after the expiry of the applicable return window specified under this Policy.
8. The product has been installed, activated, or used in a manner that makes it unsuitable for resale, unless the return is due to a verified manufacturing defect or DOA (Dead on Arrival) condition.
9. Any free items, bundled products, or promotional items delivered along with the product are missing or not returned.
10. The product has been damaged during return transit due to inadequate or improper packaging by the Customer.
11. The Company’s decision regarding acceptance or rejection of a return or replacement request shall be final and binding, subject to applicable laws.

6) RETURN AND REPLACEMENT PROCESS:

The process for initiating and completing a return or replacement request shall be as follows:

1. Request Initiation: Customers may initiate a return or replacement request by:
2. Logging into their account on the Website and accessing the “My Orders” section; or
3. Contacting Customer Support with the relevant Order ID and details of the issue.

Submission of Proof: Customers may be required to submit supporting evidence to substantiate the request, including:

1. Clear images of the product and packaging
2. Image of the shipping label and invoice
3. Unboxing video (strongly recommended and may be mandatory in certain cases involving damage or missing items)

Verification: The Company shall review the request within 24 to 48 hours and may request additional information, documentation, or clarification before approving or rejecting the request.

Pickup Arrangement: Upon approval, the Company shall arrange for reverse pickup of the product through its authorized logistics partner. Customers must ensure product availability for pickup and proper packaging.

Quality Check (QC): Upon receipt at the Company’s facility, the product shall undergo a detailed inspection to verify its condition, eligibility, and compliance with this Policy. Approval of refund or replacement shall be subject to successful QC.

7) REPLACEMENT POLICY:

In cases where the product is found to be defective, damaged in transit, or incorrectly delivered, the Company may offer a replacement of the same product, subject to availability and QC approval.

Replacement requests shall be processed only after:

1. Verification of the issue; and
2. Successful completion of the return process and QC inspection

If the product is:

1. Out of stock;
2. Discontinued; or
3. Otherwise unavailable

the Company shall, at its sole discretion, offer:

1. A suitable alternative product (if acceptable to the Customer); or
2. A full refund in accordance with this Policy.

8) REFUND POLICY:

Refunds shall be initiated only after the returned product has successfully passed the Quality Check (QC) process.

Approved refunds shall be processed within 5 to 7 working days from the date of approval.

Refunds shall be credited to the original mode of payment used at the time of purchase. In case of Cash on Delivery (COD) orders, refunds may be processed via bank transfer or other appropriate methods as determined by the Company.

Shipping charges (if any) shall be non-refundable, except in cases where:

1. An incorrect product has been delivered;
2. The product was damaged during transit; or
3. The product has a verified manufacturing defect
4. The actual time for credit of the refund may vary depending on the Customer’s bank, payment gateway, or financial institution.

9) CANCELLATION POLICY:

Before Dispatch

Orders may be cancelled prior to dispatch through:

• The “My Orders” section on the Website; or
• Customer Support
• In such cases, a full refund without any deductions shall be processed.

After Dispatch

1. Orders cannot be cancelled once shipped.
2. However, Customers may refuse delivery at the time of delivery attempt.

In such cases:

1. The order shall be treated as a return request; and
2. Forward and reverse shipping charges may be deducted from the refund amount
   

10) DAMAGED OR DEFECTIVE PRODUCT HANDLING:

Customers are strongly advised to record an unboxing video at the time of delivery, as this may be required for validating claims related to damage, defects, or missing items.

If the outer packaging appears visibly damaged, tampered with, or compromised, Customers are advised to:

Refuse delivery; and

Immediately notify Customer Support with supporting images

In case of Dead on Arrival (DOA) or suspected manufacturing defect:

The Company may arrange inspection through an authorized service engineer or brand service center before approving a return, replacement, or refund.

11) SHIPPING AND REVERSE LOGISTICS:

The Company may provide free reverse pickup for eligible return or replacement requests, subject to serviceability of the pickup location.

Customers must ensure that the product is:

Properly packed using original packaging; and

Secured adequately to prevent damage during return transit

The Company shall not be responsible for any damage incurred during reverse transit due to inadequate or improper packaging by the Customer.

12) LATE OR MISSING REFUNDS:

If a refund has been initiated but not received within the expected timeline:

Customers are advised to first contact their bank or payment provider, as processing may take an additional 3 to 5 working days to reflect in the account.

If the issue persists, Customers may contact the Company with their Order ID and transaction details.

The Company shall provide necessary assistance and share relevant transaction reference details (such as UTR number) to help track the refund.

13) COMPANY’S RIGHTS:

The Company reserves the right, at its sole discretion, to:

Reject any return, replacement, or refund request that does not meet the eligibility criteria specified under this Policy

Request additional documentation, verification, or evidence before processing any request

Recover any loss or cost incurred due to misuse of the return or refund process

Modify, amend, or update this Policy at any time without prior notice

Take appropriate action in cases of suspected fraud, abuse of policy, or misuse of services