IJA Return, Refund & Exchange Policy
This Return, Refund & Exchange Policy (“Policy”) sets forth the comprehensive terms and
conditions under which IJA Private Limited and its affiliates (“Company,” “we,” “us,” or
“our”) handle cancellations, returns, exchanges, inspections, replacements, and refunds
for bathware, sanitaryware, and allied products (“Products”) purchased through the IJA
Customer Mobile Application, IJA website, or orders facilitated via authorized dealers,
display partners, and influencers (collectively, “Sales Facilitators”).
By placing an order or initiating a return/exchange request, the Customer (“you” or “your”)
unconditionally accepts and agrees to be bound by this Policy, which forms an integral
part of the IJA Customer Application Terms and Conditions.
1. Definitions
For clarity and precision:
- Delivered Product: Any Product physically handed over to the Customer or their
authorized representative upon delivery confirmation.
- Return Eligible Product: A Delivered Product that meets all eligibility
criteria
outlined in this Policy for return inspection.
- Exchange: Replacement of a Return Eligible Product with the identical model or
an
equivalent model (subject to availability and Company approval).
- Refund: Monetary reversal or credit issuance processed only after successful
inspection and approval.
- Inspection: Mandatory physical or remote verification conducted exclusively by
Company-authorized personnel or technicians.
- Manufacturing Defect: A flaw inherent in materials or workmanship present at
the
time of manufacture, excluding damage from external causes.
- RTO (Return to Origin): An order returned to Company warehouses due to delivery
failure.
2. Eligibility for Returns, Refunds & Exchanges
A request for return, exchange, or refund shall be considered only if all the
following
conditions are met:
- The Delivered Product exhibits visible damage, defect, incompleteness, or incorrect
dispatch at the time of delivery.
- Suspected manufacturing defects (e.g., finish imperfections, functional failures) are
identified upon unboxing or initial inspection.
- Essential components (e.g., screws, mounting plates, cartridges, hoses, valves,
jets, remote controls, or accessories) are missing or non-functional.
- The request is formally lodged within 24 hours of delivery through official
channels
(IJA Customer App, registered email, or designated support portal).
- Clear photographic/video evidence supporting the claim is submitted at the time of
request.
Requests submitted after 24 hours may be evaluated on a discretionary, case-by-case
basis at senior management level, with no guaranteed approval.
3. Mandatory Conditions for Return Acceptance
A Product qualifies for pickup and inspection only if it satisfies every criterion
below:
- Remains completely unused, uninstalled, unassembled, and unaltered.
- Is returned in original Company packaging with all protective films, foams, and
seals intact.
- Includes all original components, accessories, user manuals, warranty cards, and
promotional materials.
- Retains undamaged serial numbers, barcodes, QR codes, and authentication
labels.
- Is accompanied by high-quality visual evidence (multiple angles, close-ups)
demonstrating the reported issue.
The Company reserves the absolute right to reject any return that fails even one of these
conditions.
4. Non-Returnable & Non-Refundable Categories
The following Products or scenarios are strictly excluded from return, exchange, or
refund
eligibility: A. Installed, Used, or Modified Products Once a Product is installed,
fitted,
connected to plumbing/electrical systems, or used in any manner (even for testing), it
becomes non-returnable except where a manufacturing defect is conclusively proven
post-installation by Company technicians.
B. Hygiene & Consumable Items
- O-rings, washers, gaskets, seals, aerators, and similar consumables.
- Cartridges or internal mechanisms damaged during or after installation.
C. Customized or Made-to-Order Products Non-standard sizes, finishes, colours, or
specifications ordered specifically for the Customer.
D. Water Quality-Related Damage Issues arising from hard water, high TDS (>500 ppm),
scaling, limescale buildup, corrosive water, improper filtration, or chemical exposure.
E. Post-Delivery Damage or Misuse Breakage, dents, scratches, cracks, finish fading,
or
functional failure caused by improper handling, storage, accidental impact, or
unauthorized repairs.
F. Normal Wear and Tear Expected degradation from regular use over time.
5. Exchange Policy
- Exchanges are offered only for Return Eligible Products and where the Customer
explicitly prefers replacement.
- Replacement will be of the identical model and specifications, subject to stock
availability.
- If the identical model is unavailable, the Company may, at its discretion, offer:
- An equivalent or upgraded model (with or without differential payment).
- Store credit equivalent to the original Product value.
- A full or partial refund.
- Exchange requests follow the same inspection protocol as returns.
6. Order Cancellation Policy
- Cancellations are permitted only before dispatch from Company warehouses.
- Post-dispatch cancellations are not allowed.
- Refusal to accept a dispatched Product without a valid, pre-approved reason will
result in deduction of two-way logistics charges from any subsequent refund or
wallet credit.
7. Refund Policy
Refunds are initiated only after successful inspection and approval. A. Digital Payment
Modes (UPI, Credit/Debit Cards, Net Banking, Digital Wallets)
- Refund is processed to the original payment source.
- Typical processing timeframe: 7–14 business days from approval (subject to
bank/wallet provider timelines).
B. Cash or Advance Payments Collected via Sales Facilitators
- Refunds are credited exclusively to the Customer’s IJA Digital Wallet.
- No cash refund, bank transfer, or cheque issuance applies.
- Wallet credits are non-withdrawable, non-transferable, and valid only within the IJA
ecosystem.
C. Partial Refunds May apply where only specific components are defective, or
promotional discounts were availed.
8. Multi-Layered Inspection & Verification Protocol
All return/exchange requests undergo a structured verification process:
- Initial virtual review of submitted evidence.
- Scheduling of on-site technician visit (if required).
- Physical inspection and functional testing.
- Final approval/rejection by authorized personnel.
The Company’s inspection findings and decision are final, binding, and non-challengeable.
9. Failed Delivery & RTO Charges
For orders returned to origin due to:
- Incorrect/incomplete address
- Repeated recipient unavailability
- Unjustified refusal The Company reserves the right to deduct actual outward and
return logistics costs from any refund or wallet credit.
10. Customer Obligations
Customers must:
- Cooperate fully with inspection teams and provide safe, unrestricted access.
- Preserve original packaging and Product condition until return confirmation.
- Respond promptly to verification requests. Non-cooperation may result in request
rejection or delays.
11. Policy Updates & Governing Law
The Company may amend this Policy at any time. Continued use of the Platform
constitutes acceptance of updates. This Policy is governed by Indian law, with exclusive
jurisdiction in Delhi courts.
12. Contact for Return/Refund Support
