• Refund policy

Refund policy

REFUND, RETURN & CANCELLATION POLICY

Effective Date: June 21, 2026

At Aquafresh RO System (www.aquafreshro.co.in), we take pride in the engineering and quality of our water purification systems. We understand that circumstances may arise where you need to request a cancellation or return.

To maintain fair business sustainability and cover heavy national transit and handling expenses, our Return, Refund, and Cancellation operations are strictly governed by the below terms outlined below. By placing an order on our website, you explicitly agree to these terms.

1. 7-Day Return Eligibility Windows

We offer a restrictive 7-Day Return Policy. This means you have exactly 7 calendar days from the date your shipment was marked "Delivered" by our logistics partner to request a return. Once this 7-day window expires, no return requests will be accepted or entertained under any circumstances.

To qualify for a return and subsequent partial refund, the product must meet all of the following strict criteria:

  • Completely Unused & Uninstalled: The RO system must not have been mounted, connected to a water line, or filled with water. Any unit that has had water run through it is immediately classified as a used health-and-sanitation product and is strictly non-returnable.

  • Original Mint Condition: The product must be returned in the exact same condition that you received it—completely scratch-free, unaltered, and clean.

  • Complete Packaging: The unit must be packed securely in its original factory box, including all internal thermocol padding, protective plastic sheets, user manuals, installation kits, chrome taps, diverging valves, and connecting tubes.

2. Mandatory Unboxing Video Requirement

To protect against fraudulent claims or transit damages, we require a continuous, unedited unboxing video from the customer.

  • The video must clearly show the courier label on the box before opening, followed by the complete opening of the box and inspection of the unit.

  • Failure to provide a valid, unedited unboxing video at the time of raising a return request will result in the immediate rejection of your request.

3. Partial Refund Structure & Deductions

Please note that we do not offer 100% or full refunds for change-of-mind returns. Because water purifiers are heavy, high-volume items, significant logistical and operational costs are incurred.

Upon receiving the returned product at our central warehouse, our technical team will inspect its condition. If the item passes inspection, your refund will be processed subject to the following mandatory deductions:

  1. Forward Shipping Charges: The actual cost incurred by the Company to ship the heavy item to your doorstep (even if "Free Shipping" was displayed at checkout) will be calculated and deducted.

  2. Reverse Logistics Charges: The cost of booking a courier to fetch and transport the unit back to our warehouse will be deducted from the customer's balance.

  3. Restocking & Inspection Fee: A nominal operational fee of up to 10% to 15% of the invoice value will be deducted to cover corporate restocking, repackaging, and physical testing of the internal electrical parts.

Example: If a product is purchased for ₹10,000, the final refund amount credited back to you will be the remaining balance after deducting the forward courier fare, reverse courier fare, and restocking fees.

4. Order Cancellation Policy

Our fulfillment systems are deeply automated to ensure fast delivery. Therefore, order cancellations are bound by the following time-blocks:

  • Before Dispatch: You may request an order cancellation within 12 hours of placing it, provided the item has not left our warehouse. A full refund minus a 3% gateway processing fee (charged by processors like Razorpay/PayU) will be issued.

  • After Dispatch / In-Transit: Once an order box has been handed over to our national courier partners, it cannot be cancelled. If you refuse to accept the delivery at your doorstep, the shipment will turn into a Return-to-Origin (RTO). In all such cases, the dual-direction shipping charges (Forward + Reverse) will be heavily deducted from your advance payment before any partial refund is computed.

  • Cash on Delivery (COD) Cancellations: Malicious or unverified refusals of COD shipments cause heavy financial losses to our company. We reserve the right to bar such addresses, phone numbers, and associated profiles from future bookings across our digital domains.

5. Non-Returnable and Non-Refundable Items

The following items are completely excluded from our return and refund policy:

  • All consumable water filters (including Sediment Filters, Activated Carbon Blocks, Post-Carbon Cartridges).

  • RO Membranes, UF filters, and UV lamps once their sealed plastic packaging has been opened.

  • Any product damaged due to customer mishandling, unauthorized installation attempts, or fluctuating input electrical voltages.

  • Service and maintenance contract fees or labor charges once a technician has visited your site.

6. Refund Processing Timelines

Once your returned item is safely checked into our warehouse and approved for a partial refund by our quality control desk:

  • The approved remaining balance will be credited back exclusively through the original payment channel (Credit/Debit Card, Net Banking, or UPI wallet) used during checkout.

  • For approved COD returns, refunds will be processed via an online bank transfer (NEFT) or UPI to the validated bank account provided by the buyer.

  • Please allow 7 to 10 business days for the refunded amount to reflect in your banking statement, depending on your bank's internal settlement cycles.

Support and Claims Desk

To initiate a return request under these terms, please contact our support cell with your original invoice number and mandatory unboxing video media:

  • Official Support Email: care@aquafreshro.co.in

  • Corporate Phone Helpline: 8860-7070-40