Cancellations & Refunds Policy (India)

Last updated: 9 September 2025
Scope: Applies to consumer purchases from helloboon.com and Boon official channels in India. For B2B/enterprise contracts, the commercial agreement prevails.

1. Cancelling an Order

Before dispatch
You may cancel at no charge. We will process a full refund to your original payment method.

After dispatch but before delivery
We will attempt to recall the shipment. If successful, we will refund the invoice amount minus two‑way shipping/handling and any payment‑gateway non‑refundable fees. If recall is not possible, please refuse delivery so it returns to us.

2. Post‑Delivery Returns

Eligibility window
Report return requests within 7 days of delivery for appliances and 3 days for accessories/consumables (manufacturing defect or wrong/damaged item only).

Condition
Items must be unused, in original packaging with all accessories, manuals and freebies. Serial numbers and labels must be intact. Products showing installation marks, water ingress from improper use, or damage due to mishandling are not eligible for return.

Consumables and hygiene items
Opened consumables (filters, membranes, gaskets, bottles used for drinking) are not returnable except for manufacturing defects reported on delivery.

Installed appliances
Once installed and used, returns are limited to manufacturing defects covered under warranty; we will repair or replace parts as per warranty terms rather than issue refunds, unless a dead‑on‑arrival (DOA) case is verified.

3. Damaged, Defective or Wrong Item

If you receive a visibly damaged/tampered carton, please refuse delivery. If you accept it, record unboxing photos/videos. Report DOA, transit damage, or wrong item within 48 hours of delivery with evidence (order ID, photos/videos). Our team will inspect and offer resolution: replacement, repair, missing‑part dispatch, or refund as applicable.

4. Non‑Returnable Categories

• Custom/bulk orders and special configurations
• Items sold as clearance/final sale
• Opened consumables and hygiene‑sensitive accessories
• Products with tampered serial numbers, missing accessories, or signs of misuse/unauthorised repair

5. Return Method and Inspection

Return pickups are arranged where courier coverage exists; otherwise, we may request you to self‑ship to our designated address. Keep the receipt; we will reimburse standard ground shipping where our pickup is unavailable and the return is approved. All returns are subject to quality check on receipt.

6. Refunds Timeline

Once the return is received and approved, refunds are initiated within 2–4 business days. Your bank or card issuer may take an additional 3–7 business days to credit the amount. For cancellations before dispatch, initiation is typically within 1–2 business days.

7. Exchange/Replacement

Where stock is available and the case is approved, we can ship a replacement instead of a refund. Replacement timelines depend on inventory and location.

8. Installation‑Related Returns

If installation cannot be completed due to site readiness (no water inlet, drainage, or power), we will reschedule. If you choose to cancel in such cases, two‑way shipping and service visit charges (if incurred) may be deducted from the refund.

9. Refund Method

Refunds are credited to the original payment method only. For certain gateways, convenience fees may be non‑refundable per their policy.

10. Amazon/Marketplace Purchases

If you purchased via a marketplace (e.g., Amazon), the marketplace’s return/cancellation rules may apply. Please initiate the request through your marketplace account so it can be tracked correctly.

11. Contact

To cancel or raise a return/refund, email support@helloboon.com with your order ID, pincode, and issue description. Attach photos/videos where relevant.