Refund & Cancellation Policy

Introduction

At Lotus Support, we are committed to customer satisfaction and stand behind the quality of our products and services. This Refund and Cancellation Policy outlines the terms and conditions for returns, exchanges, refunds, and order cancellations.

This policy applies to all purchases made at our store, through our website, or via phone orders. By making a purchase, you agree to the terms outlined in this policy.

Order Cancellation Policy

Before Shipment/Delivery

You may cancel your order without any charges if:

• The order has not been shipped or prepared for delivery
• Cancellation request is made within 24 hours of order placement
• The product is not a custom or special order item

Cancellation Process

To cancel an order:

1. Contact us immediately at +91 9949483284 or contact@lotuselectronic.shop
2. Provide your order number and reason for cancellation
3. Our team will confirm the cancellation and refund timeline

Cancellation Charges

• Standard Products: No cancellation charges if cancelled within 24 hours
• Custom Orders: May incur 10-25% cancellation charges
• Special Arrangements: Charges may apply for special delivery or installation bookings

Return Policy

Return Window

Return periods vary by product category:

• Smartphones & Tablets: 7 days from delivery
• Laptops & Computers: 10 days from delivery
• TVs & Audio Equipment: 7 days from installation (or 15 days from delivery if not installed)
• Home Appliances: 7 days from installation (or 10 days from delivery if not installed)
• Accessories: 7 days from delivery

Return Conditions

To be eligible for return, items must meet the following conditions:

• Product must be in original, unopened condition
• All original packaging, accessories, and documentation must be included
• Product must not show signs of use, damage, or wear
• Serial numbers and warranty seals must be intact
• Original purchase receipt or invoice must be provided

Defective Product Returns

Manufacturing Defects

If you receive a defective product:

• Contact us within 48 hours of delivery
• We will arrange immediate pickup and replacement
• No charges apply for genuine manufacturing defects
• Replacement will be provided subject to stock availability

Damage During Transit

• Inspect products immediately upon delivery
• Report any damage to the delivery person and our customer service
• Take photos of damaged packaging and product
• We will arrange immediate replacement at no cost

Non-Returnable Items

The following items cannot be returned for hygiene, safety, or technical reasons:

Personal Care Electronics

• Electric shavers and grooming devices
• Hair dryers and styling tools
• Personal health monitoring devices
• Earphones and headphones (unless defective)

Software and Digital Products

• Software with opened license seals
• Digital downloads and activation codes
• Pre-installed software products

Custom and Special Orders

• Products ordered specifically for the customer
• Engraved or personalized items
• Special configuration computers or systems

Exchange Policy

Product Exchange

We offer product exchanges in the following situations:

• Wrong product delivered due to our error
• Product doesn't match the specifications ordered
• Customer wants to upgrade to a higher model (price difference applies)
• Size or color preference (subject to availability)

Exchange Process

1. Contact our customer service within the return window
2. Explain the reason for exchange
3. We will check availability of the desired product
4. Arrange pickup of original product and delivery of replacement
5. Pay any price difference if upgrading

Refund Process

Refund Timeline

Refunds will be processed within the following timeframes after we receive the returned product:

• Cash Purchases: 3-5 business days
• Card Payments: 7-14 business days (depending on bank processing)
• UPI/Digital Payments: 5-7 business days
• EMI Purchases: 10-14 business days (coordination with bank required)

Refund Method

Refunds will be processed using the same payment method used for the original purchase:

• Cash payments: Cash refund at store
• Card payments: Credit to the same card
• UPI/Digital wallet: Credit to the same account
• Bank transfer: Direct deposit to your account

Partial Refunds

Partial refunds may apply in the following cases:

• Product returned without original packaging: 10% deduction
• Missing accessories or documentation: Cost of missing items deducted
• Signs of use or minor damage: Up to 20% deduction
• Return after extended period: Depreciation charges may apply

Service-Related Refunds

Installation Services

• Full refund if installation cannot be completed due to our fault
• Partial refund if service is incomplete but partially usable
• No refund if cancellation is due to customer's unavailability or site issues

Repair Services

• Full refund if repair cannot be completed
• No charges if the same issue recurs within 30 days
• Diagnostic charges are non-refundable if customer declines repair

Extended Warranty

• Can be cancelled within 15 days of purchase for full refund
• Pro-rated refund available if product is returned within warranty period
• No refund after any warranty claim has been processed

Return Shipping and Handling

Return Pickup

• Free pickup for defective products or our errors
• Customer bears return shipping cost for change of mind returns
• Pickup charges: ₹200-500 depending on product size and location
• We will arrange pickup within 2-3 business days

Return Packaging

• Use original packaging whenever possible
• Ensure proper padding and protection during return
• Include all accessories, manuals, and warranty cards
• Attach return authorization number (provided by our team)

Warranty vs. Return Policy

Manufacturer Warranty

Issues covered under manufacturer warranty should be processed through warranty service rather than returns:

• Defects appearing after the return window
• Normal wear and tear issues
• Software-related problems
• Performance issues within normal parameters

When to Choose Returns vs. Warranty

• Choose Returns: Immediate defects, wrong product, change of mind (within return window)
• Choose Warranty: Issues after return window, performance problems, software issues

Special Circumstances

Festival/Sale Purchases

• Same return policy applies to sale items
• Refund will be at the sale price paid
• Exchange to regular-priced items requires payment of price difference

Corporate/Bulk Orders

• Special return terms may be negotiated for bulk orders
• Return window may be extended for large installations
• Restocking charges may apply for large quantity returns

Gift Purchases

• Gift recipients can return items with gift receipt
• Refund will be in store credit if no payment method is available
• Original purchaser can process returns with original receipt

How to Initiate a Return

Step-by-Step Process

1. Contact Us: Call +91 9949483284 or email contact@lotuselectronic.shop
2. Provide Details: Order number, product details, reason for return
3. Return Authorization: We will provide a return authorization number
4. Package Product: Pack securely with all accessories and documentation
5. Schedule Pickup: We will arrange pickup or you can drop off at our store
6. Inspection: We will inspect the returned product
7. Refund Processing: Refund will be processed after successful inspection

Required Information

When contacting us for returns, please have ready:

• Order number or invoice number
• Product model and serial number
• Date of purchase and delivery
• Reason for return
• Photos of the product and packaging (if damaged)

Customer Support

Our customer support team is available to assist with returns and refunds:

Dispute Resolution

If you are not satisfied with our return/refund decision:

• Request to speak with a manager or supervisor
• Provide additional documentation or evidence
• We will review your case within 48 hours
• Final decisions will be communicated in writing

Policy Updates

This policy may be updated from time to time. Changes will be effective immediately upon posting on our website. We will notify customers of significant changes through:

• Website announcements
• Email notifications (if subscribed)
• In-store notices

Legal Compliance

This policy complies with Indian consumer protection laws and regulations. Your statutory rights as a consumer are not affected by this policy.

Effective Date: This Refund and Cancellation Policy is effective as of October 7, 2024.

For any questions or clarifications about this policy, please contact our customer support team. We are committed to ensuring a fair and transparent return and refund process for all our customers.