RETURNS AND EXCHANGE

RETURNS AND REPLACEMENTS

Philips DA would like your visit to this website to be a smooth and satisfying experience. In order to achieve this, we strive to deliver your desired product in a timely manner. Returns 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.

Please read all sections carefully to understand the conditions and cases under which returns will be accepted.

1. Return & Replacement Window -

A return request needs to be placed within 7 days of delivery of the order at your address.

2. Return & 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:

• Change of mind before billing – We respect your choice. We will ensure a full refund for any cancellations made prior to billing.
• Product out of stock – For products that are no longer in stock, we provide a full refund to keep your shopping experience at Philips DA hassle free.
• Dead on Arrival (DOA) - for products which are defective and are not repairable by our authorised service representative, we will be issuing a replacement unit on receiving a DOA – not repairable certificate from our service representative
• 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

Here are the reasons for which products are not eligible for returns:

• Products you deem no longer in need or change of mind
• Products that have already been used or installed
• Products that have been tampered with or are missing serial numbers
• If onsite repair or replacement of the product is possible by our authorized service representative
• Return will not be accepted for subjective or perceptive aspects like performance not as per expectation, colour shade difference etc.
• Dents, scratches on packaging not impacting the product performance do not qualify for returns
• If the request is outside return window
• If DOA certificate is not provided for dead on arrival products from our authorised service representative

3. Return and Replacement Approval Process –

In case you are facing any kind of issue with your product, raise a return request and our Consumer Care Team  will contact you within 24 working hours to troubleshoot the issue

1. You can place the return request by:

• Logging the request in the My Account section of your Philips Domestic Appliances E-Store Account
• Calling the consumer care centre at 1800-572-1800 (Toll Free). Our consumer care agents are available Monday to Sunday 09:00 am to 09:00 pm.
• Email us on philipshomeliving.shopsupport.india@versuni.com

2. Once your request has been logged with us, our authorised service representative will visit your home within 24-48 business hours to assess the issue. In case Following actions would be then taken accordingly –

• 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 service representative at no additional cost to you.
• In case the product is DOA: The service representative will confirm if the product is defective beyond repair and issue a DOA certificate. Replacement will be accepted if the service representative confirms the issue in writing on a Job Sheet. Please retain a copy of Job Sheet as it will be needed by us to process the replacement request.

4. Pick up for Replacement –

Once the service representative confirms the non repairable issue in writing on a Job Sheet, he will carry the defective product with him and a new replacement product will be sent to your address by us within next 10 days

5. Refund –

In any of the cases where the refund needs to be issued, pls note-

• We will take 48 hours to process the refund once approved. The refund amount will be credited to your bank account generally within 3-4 working days. The said timeline is subject to differ or extend depending on bank. ain public sector banks, it can take up to 10-15 working days
• If you have paid via Cash on Delivery (COD), a refund will be credited to the bank account provided by you at the time of initiation of returns or a coupon of equivalent value which can be used for purchase of any other product on www.domesticappliances.philips.co.in
• If you have paid using a UPI/credit/debit card or via net banking, the refund will be credited back to the account you used to place the original order

6. Terms and Conditions –

• All Products should be returned unused, in their original packaging along with the original price tags, labels, packing, barcodes, user manual, warranty card and invoices, accessories, freebies and original boxes defined as essentials. If any product is returned without the essentials, the product shall not be accepted for return.
• Kindly retain the packaging for 7-10 days of delivery as it may be needed just in case you need to return the product.
• In case of any missing accessory/components of the Products like jar, lid, etc., we will investigate the issue with our logistics partner. If it is found missing in our investigation, then we will either ship the missing product/s to you or will reimburse you the cost of missing product/s as per the applicable market price.