Refund policy
Cancellation And Returns
Return Policy makes it possible for you to return a product if you receive a product which
is damaged, defective or significantly different from what was purchased. And post
verification of the defect by the service team over a video/Audio call with the customer.
Return Initiation Policy:
Call customer care to log a return request.
If repairing is possible on site, technicians will visit and resolve the issue.
If repairing is not possible even after a technician visit, a replacement will be
initiated within 10 working days.
Replacement Window - A replacement request needs to be placed within 7 working days
of delivery of the order at your address.
Replacement Reasons–
We are committed to ensure the delivery of best quality products to you. However in
case of any issue with the product, we will ensure timely resolution within our policy
framework.
We guarantee a full refund/replacement for all orders that fall under the following
categories:
Cancellation before shipment – We respect your choice. We will ensure a full
refund for any cancellations made prior to shipment.
Product out of stock but billed–For products that are no longer in stock, we
provide a full refund to keep your shopping experience hassle free.
Wrong product received –in case you have received a different product other
than what you had placed an order for, we will be issuing a replacement unit.
Dead/defective on Arrival -for products which are dead/defective while
receiving and are not repairable by our customer care, we will issue a
replacement unit on receiving the defective item.
Exclusions Return & Replacement:
Products you deem no longer in need
Products that have already been used or installed
Products that have been tampered by any unauthorized technician opens and
tries to repair the product within the period of replacement.
If repair or replacement of the product is possible by our customer care
Return will not be accepted for subjective or perceptive aspects like performance
not as per expectation, colour shade difference etc.
Packaging not impacting the product structure or performance do not qualify for
returns
If the request is outside return window
If the product is not defective on arrival
Return and Replacement Process –
Raise a return request to our Consumer Care Team at 92053-52917 or email at
ccsupport@konvio.com. Our consumer care executives are available Monday to
Saturday, 10:30 am to 05:30 pm, except on public holidays
Once your request has been logged with us, our authorised service representative will
contact you within 24-48 hours to assess the issue.
In case the product is repairable: The service representative will resolve the issue. In
case new spare parts are required for repair, to be arranged by a service representative
at no additional cost to you.
Pick up for Replacement –
We send the return pick-up request to our logistics partners as soon as we receive the
return request from you. Our logistics partner pick-up the Product/s within 3 -5 working
days of receiving the request. Our Logistic Partners shall make a single attempt to pick
up the Product/s. If the item is not picked up in that attempt, the return request shall be
considered complete at our end. In that scenario, you can raise a fresh Return request in
case you are eligible. For more details, please contact our Customer Care. Please keep
the shipment ready as detailed above and ensure that you return all items for which the
request was raised. If you fail to do so, the return option may not be available to you in
future, the discretion of which shall lie completely with the Company.