Cancellation, Return, Exchange & Warranty Policy – Products and Repairing Services
At Souneeds, customer satisfaction, product quality and service reliability are our priorities. We aim to provide transparent terms and conditions for all product purchases, repairs, installations and maintenance services.
This policy explains the terms applicable to product cancellation, returns, exchanges, replacements, product warranties, repair services and workmanship warranties.
Please read this policy carefully before placing an order or booking a service with Souneeds.
1. Order Cancellation Policy – Products
Customers may request order cancellation before dispatch.
Cancellation requests are subject to the order status and approval by Souneeds.
Once an order has been dispatched or shipped, cancellation may not be accepted.
Orders already packed, processed or handed over to the delivery partner may not be eligible for cancellation.
If Souneeds cancels an order due to product unavailability or operational reasons, the customer will be eligible for a refund of the amount paid.
Approved refunds will generally be processed through the original payment method.
2. Return Policy – Products
Returns may be considered under the following circumstances:
The customer receives a damaged product.
The customer receives an incorrect product.
The product is defective or faulty.
The product is significantly different from its description.
Essential components or accessories included in the product listing are missing.
Return Conditions:
Customers must report damaged, defective, missing or incorrect products within 24 working hours of delivery.
Customers must provide the Order ID and relevant product details.
Clear photographs or videos of the product and packaging may be required for verification.
Products should be returned in their original packaging with accessories, manuals and other included items, wherever applicable.
Products damaged due to customer misuse, negligence or improper handling may not qualify for a return, subject to applicable laws.
3. Exchange & Replacement Policy – Products
Souneeds may offer an exchange or replacement in the following situations:
Incorrect product delivered.
Product received in damaged condition.
Verified manufacturing defect.
Missing components or accessories included in the product listing.
Customer-Requested Exchange:
If a customer places an order by mistake or due to confusion regarding product dimensions, specifications, model numbers, technical requirements or compatibility, Souneeds may, at its discretion and by mutual agreement between the customer and seller, offer an exchange or replacement instead of a return.
The following conditions apply:
Exchange or replacement is subject to product availability and seller and Souneeds approval.
The product must meet the applicable exchange conditions.
Courier, transportation and additional delivery charges for customer-requested exchanges may be payable by the customer, where mutually agreed and permitted by applicable law.
Customers should carefully verify product specifications, dimensions and compatibility before placing an order.
4. Non-Returnable & Non-Exchangeable Products
The following products may not be eligible for return or exchange, except where required under applicable consumer protection laws:
Products damaged due to misuse, negligence or improper handling.
Products damaged due to incorrect installation or unauthorized repairs.
Products modified, altered or physically damaged after delivery by the customer.
Specially ordered or customized products, where applicable.
Used or installed products where the return request relates to customer preference rather than a verified defect.
Products correctly delivered and supplied as described but rejected due to a change of mind, where no statutory return right applies.
5. Product Warranty & Replacement Policy
Product warranty coverage depends on the individual product, manufacturer, supplier or seller.
Warranty Period:
Products may carry a 1-year warranty or a 6-month replacement warranty, depending on the particular product.
The exact warranty or replacement period will be specified on the respective product page, invoice or warranty documentation.
Warranty coverage may differ from one product to another.
Customers must retain the purchase invoice or order details for warranty claims.
All warranty claims are subject to inspection, verification and approval.
Warranty may cover manufacturing defects or functional failures specifically included in the applicable product warranty terms.
Warranty & Replacement Service Availability:
Souneeds warranty service, technician visits, product fixing, installation assistance and on-site replacement support Currantly available in Delhi-NCR only
Customers across India, including outside Delhi-NCR, are eligible for product replacement only for verified manufacturing defects covered under the applicable product warranty.
On-site repair, installation and technician visits by Souneeds are not available outside Delhi-NCR.
All claims are subject to the applicable product warranty period, inspection and approval.
Warranty Replacement – Installation Conditions:
If the product is installed, fixed or serviced by a Souneeds technician or a technician recommended by Souneeds, an approved warranty replacement will be provided free of product replacement cost, subject to the applicable warranty terms.
If the customer installs or fixes the product independently or uses another technician, the product may still qualify for warranty replacement if the manufacturing defect is verified and the claim is approved.
An independent installation does not automatically cancel warranty eligibility. However, damage or failure caused by incorrect installation, mishandling or unauthorized modification may not be covered.
Customers are advised to contact Souneeds before installation or repair if they need assistance with a recommended technician.
Courier, Postal & Transportation Charges for Approved Warranty Replacement:
For customers across India, product replacement is available only for verified manufacturing defects covered by the applicable warranty.
For an approved manufacturing-defect replacement claim, courier, postal, transportation, rapid delivery or other shipping-method charges related to the approved replacement will be borne by the seller, manufacturer or Souneeds, as applicable.
Customers will not be charged these replacement-shipping costs for an approved manufacturing-defect claim covered under this condition.
This shipping arrangement applies to approved manufacturing-defect warranty replacements. It does not automatically cover customer-requested exchanges, accidental damage, misuse, incorrect installation or other warranty exclusions.
Customers must contact Souneeds and receive approval and shipping instructions before sending any product for warranty inspection or replacement.
Warranty Exclusions:
Warranty may not cover the following situations, subject to the applicable manufacturer or seller warranty terms and laws:
Physical damage, breakage or accidental damage.
Damage caused by misuse, negligence or improper handling.
Incorrect installation or unauthorized repairs where they cause the claimed defect or damage.
Electrical fluctuations, voltage variations or improper power supply.
Damage caused by water, fire, corrosion or external factors not covered by the warranty.
Normal wear and tear or consumable components.
Products repaired, modified or altered in a way that causes the claimed defect or damage.
6. Repairing & Service Cancellation Policy
For AC repairing, refrigeration repairing, electrical work, installation and other technical services:
Customers may request service cancellation before the technician or service professional is dispatched.
Once the technician has been dispatched, visit or inspection charges may apply if previously communicated and agreed.
If inspection, diagnosis or repair work has already started, applicable inspection, labour or service charges may be payable.
Any cancellation or rescheduling request should be communicated to Souneeds customer support as early as possible.
If a service cannot be completed due to unavailability of required parts or other operational reasons, Souneeds will inform the customer and discuss the next steps.
Any advance payment or service amount will be settled according to the work completed, agreed charges and applicable refund conditions.
7. Repairing & Workmanship Warranty Policy
Warranty on repairing and service work is separate from the warranty on supplied products or spare parts.
Workmanship Warranty Period:
Repairing and labour work may carry a 15 to 30-day workmanship warranty, depending on the type of service performed.
The exact workmanship warranty period will be mentioned on the service invoice, billing invoice or service report.
The workmanship warranty, if applicable, begins from the service completion date.
It covers only the specific repair or service performed by Souneeds within the agreed scope of work.
Any issue reported during the applicable workmanship warranty period will be inspected and verified.
If the same repaired issue is found to have resulted from defective workmanship, corrective service may be provided according to the agreed warranty terms.
Any additional repair, maintenance or replacement work outside the original service scope may be chargeable.
Important: If no workmanship warranty is specifically mentioned or agreed in writing on the invoice or service report, labour and repairing work will carry no additional warranty or guarantee.
Once the applicable workmanship warranty period expires, Souneeds will have no obligation to provide further free labour or repair services under that expired warranty. Any additional work will be chargeable.
8. Repairing Work – No Warranty & Guarantee Conditions
Unless specifically agreed in writing, the following situations are not covered under repairing or workmanship warranty:
New faults or problems unrelated to the original repair.
Failure of other components that were not repaired or replaced.
Damage caused by incorrect operation, misuse or negligence.
Electrical fluctuations or improper power supply.
Leakage or damage caused by corrosion, physical damage or external conditions outside the completed repair.
Damage resulting from unauthorized repair, modification or interference after service completion.
Normal wear and tear of equipment and components.
Customer-Provided Spare Parts:
If customers provide their own spare parts or materials for installation, product quality and manufacturer warranty will remain subject to the original supplier or manufacturer.
Souneeds will be responsible for workmanship only where a workmanship warranty has been specifically agreed.
Any additional work caused by defective or incompatible customer-provided parts may involve additional charges, subject to prior communication and agreement.
9. Installation & Additional Charges
Installation and labour charges are separate unless specifically included in the product price or service quotation.
Additional materials, spare parts, transportation and repair charges may apply depending on the actual work required.
Any additional work or charges will be communicated to the customer before proceeding.
For AC and refrigeration work, additional copper piping, communication wiring, insulation, gas charging, drainage and other materials may be chargeable separately if not included in the original quotation.
10. Refund Policy – Products & Services
Refunds may be considered under the following circumstances:
An order is cancelled by Souneeds due to product unavailability or operational reasons.
The customer receives an incorrect, damaged or defective product and the refund request is approved.
An eligible return request is approved after verification.
An eligible replacement or exchange cannot be arranged.
Payment is successfully deducted, but the order is not confirmed or processed.
A service is cancelled by Souneeds before completion and an amount remains refundable after accounting for any agreed and completed work.
Refund Conditions:
All refund requests are subject to verification.
Approved product refunds will generally be initiated through the original payment method.
Service refunds will be calculated according to the work completed, agreed charges and applicable terms.
Refunds may take approximately 5–10 business days to reflect in the customer\'s account, depending on the payment gateway and bank.
Actual processing times may vary.
Shipping, transportation and service visit charges will be handled according to the agreed terms and applicable consumer protection laws.
11. How to Request a Return, Exchange, Warranty or Service Complaint
Customers can contact Souneeds through the following support channel:
Souneeds Customer Support
WhatsApp Helpline: 8448822322
Please provide the following details:
Order ID / Service Booking Number.
Product Name and Model Number.
Service or repair details, if applicable.
Reason for the return, exchange or warranty request.
Photographs or videos, wherever applicable.
Purchase invoice, service invoice or warranty documentation, if required.
Installation details, including who installed or fixed the product.
Our support team will review the request and guide the customer through the next steps.
12. Customer Responsibilities
Verify product specifications, dimensions, model numbers and compatibility before ordering.
Read product descriptions and warranty details carefully.
Provide accurate equipment details when booking repairing or installation services.
Ensure proper access to the equipment at the service location.
Follow manufacturer instructions for product installation, operation and maintenance.
Keep invoices, service reports and warranty documents for future reference.
Contact Souneeds before sending any product for warranty inspection or replacement.
13. Policy Updates & Legal Compliance
Souneeds reserves the right to update or modify this policy whenever necessary. Any changes will be published on the Souneeds website.
This policy is subject to applicable laws and regulations in India, including the Consumer Protection Act, 2019 and applicable rules.
Nothing in this policy excludes or restricts any statutory rights or remedies available to customers.
Thank you for choosing Souneeds! We appreciate your trust and look forward to providing you with reliable products and professional services.
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