Refund and Return Policy

This Cancellation, Return and Refund Policy (“Policy”) governs the terms under which Vinayo (“Company”, “we”, “us”, or “our”) accepts cancellation, return, and refund requests for products purchased through our website, mobile platforms, and retail or B2B channels.

Vinayo is engaged in the manufacturing, distribution, and sale of electronic home appliances including, but not limited to, air conditioners, televisions, refrigerators, washing machines, kitchen appliances, and small home electronics (“Products”).

By placing an order with Vinayo, you (“Customer”, “User”, or “you”) agree to be bound by the terms set out in this Policy.

1. Applicability

This Policy applies to all purchases made through Vinayo’s online and offline sales channels. Vinayo reserves the right to amend this Policy at any time without prior notice. Customers are advised to review the Policy periodically before making a purchase.

2. Order Cancellation

Orders may be cancelled either fully or partially only before they are dispatched from our warehouse or store.

Once the order has been marked as “Dispatched” or handed over to the logistics partner, cancellation requests will not be accepted.

Vinayo reserves the right to cancel any order at its sole discretion, including but not limited to cases involving pricing errors, stock unavailability, suspected fraudulent transactions, or bulk orders placed without prior confirmation.

For bulk or B2B orders, separate cancellation terms may apply as mutually agreed.

3. Return Policy

Vinayo offers a limited return window of 5 (five) days from the date of delivery, subject to the conditions outlined below.

3.1 Eligible Cases for Return

Returns may be accepted under the following circumstances:

1. The product is physically damaged at the time of delivery
2. The product is defective or non-functional (Dead on Arrival – DOA)
3. The product delivered is incorrect or incomplete (missing components)
   

3.2 Reporting Timelines

For non-installation products (such as small kitchen appliances), any damage or discrepancy must be reported within 24 hours of delivery

For installation-based products (such as air conditioners, televisions, refrigerators, washing machines, and microwaves), issues must be reported within 5 days of delivery

Failure to report within the specified timelines may result in rejection of the return request.

3.3 Installation Requirement

For products that require installation or demonstration, return requests will only be considered if:

1. Installation has been carried out by a Vinayo-authorized technician or an approved service partner
2. The defect or damage is identified and reported at the time of installation or within the specified return period
3. Products installed by unauthorized third-party technicians will not be eligible for return or replacement.

3.4 Return Conditions

To be eligible for return, the product must:

1. Be unused and in original condition
2. Be returned with original packaging, invoice, tags, warranty cards, and all accessories
3. Have intact serial numbers/barcodes matching Vinayo records
4. Be returned as a complete set in case of bundled or combo products
5. Vinayo reserves the right to inspect and verify the condition of the returned product before approving any return.

3.5 Non-Returnable Cases

Return requests will not be accepted under the following circumstances:

1. Incorrect product selection, model, or specifications by the customer
2. Product has been used, installed improperly, or damaged after delivery
3. Return request raised beyond the applicable return period
4. Product categorized as non-returnable at the time of purchase
5. Missing original packaging or accessories

Any decision taken by Vinayo after verification shall be final and binding.

4. Packaging and Delivery Acceptance

All products are dispatched using secure, tamper-evident packaging.

Customers are required to inspect the package at the time of delivery. If the packaging appears damaged, open, or tampered with, the customer should refuse delivery.

Acceptance of a damaged or tampered package may result in rejection of claims related to physical damage, missing items, or incorrect products.

5. Inspection and Verification

Upon receiving a return request, Vinayo may:

1. Request photographic or video evidence of the issue
2. Arrange a technical inspection or service visit
3. Require a report or DOA confirmation from an authorized service technician

Return or refund requests will be processed only after successful verification and validation of the claim.

6. Refund Policy

Refunds will be processed only after the returned product has been received, inspected, and approved by Vinayo.

6.1 Refund Process

1. Refund initiation: within 48 hours of approval
2. Credit timeline: 5 to 7 working days to the original payment method

In certain cases, refunds may be issued as store credit at the discretion of Vinayo.

6.2 Refund Conditions

Refunds will only be processed for eligible returns as per this Policy

1. Shipping, installation, or service charges are non-refundable unless the return is due to a confirmed defect or error on Vinayo’s part
2. No cash refunds will be provided under any circumstances
3. Delays in refund credit may occur depending on the customer’s bank or payment provider.

7. Post-Return Period and Warranty

For issues reported after the return window of 5 days, customers are required to contact the product manufacturer directly under the applicable warranty terms.

Vinayo may assist in facilitating such requests; however, resolution will be governed by the manufacturer’s service policies.

8. B2B and Bulk Orders

Orders placed under B2B or bulk purchase agreements may be subject to customized terms and conditions.

Returns, cancellations, or refunds for such orders will be handled as per mutually agreed commercial terms and may not fall under this standard policy.

9. Limitation of Liability

Vinayo shall not be liable for:

1. Damage caused due to improper use, handling, or installation by the customer
2. Normal wear and tear of the product
3. Delays caused by logistics partners or external factors beyond control
4. Data loss or personal information stored in returned electronic devices
5. Customers are advised to remove all personal data before returning any electronic product.

10. Customer Support

For any queries or assistance related to cancellations, returns, or refunds, customers may contact:

Email:  support@vinayo.world

Phone: +91-9266926619

11. Policy Acceptance

By purchasing from Vinayo, you acknowledge that you have read, understood, and agreed to the terms of this Cancellation, Return and Refund Policy.