Return & Refund Policy
MIDAS WATER PURIFIER TECHNOLOGY
RETURN, REPLACEMENT & REFUND POLICY
1. INTRODUCTION
1.1 Purpose
MIDAS WATER PURIFIER TECHNOLOGY (“MIDAS”, “Company”, “we”, “our” or “us”) is committed to ensuring customer satisfaction while maintaining fair and transparent business practices.
This Return, Replacement & Refund Policy (“Policy”) explains the conditions under which Products purchased from www.midaswaterpurifiers.com may be eligible for replacement, return or refund.
The Policy is designed to balance the interests of Customers with the operational requirements of the Company and shall apply to all purchases made through the Website unless otherwise agreed in writing.
1.2 Business Details
Business Name: MIDAS WATER PURIFIER TECHNOLOGY
Constitution: Proprietorship
Proprietor: Mr. Pradeep Kumar T
Registered Address:
25/1906F, Panath Complex
Kottooli
Kozhikode – 673016
Kerala, India
Website:
www.midaswaterpurifiers.com
Customer Care:
+91 62355 56100
Support Email:
supportmidaswaterpurifier@gmail.com
1.3 Scope
This Policy applies to purchases made by:
• Individual Customers (B2C)
• Business Customers (B2B)
• Companies
• LLPs
• Partnership Firms
• Proprietorships
• Dealers
• Distributors
• Educational Institutions
• Hospitals
• Hotels
• Apartment Associations
• Builders
• Industries
• Government Departments
through the Website or any authorised sales channel of the Company.
1.4 Products Covered
This Policy applies to Products including but not limited to:
• Domestic RO Water Purifiers
• Commercial RO Plants
• Iron Removal Plants (IRP)
• Carbon Filter Plants
• Sand Filter Plants
• Water Softeners
• Pressure Vessels
• Water Filtration Systems
• Filters
• Cartridges
• Spare Parts
• Accessories
• Other Products sold by the Company.
1.5 Acceptance
By placing an Order through the Website, Customers acknowledge that they have read, understood and agreed to this Policy.
2. GENERAL POLICY
2.1 Replacement Policy
The Company follows a Replacement Policy for eligible Products.
Replacement shall be considered only after inspection, verification and approval by the Company.
Replacement shall not be automatic merely because a request has been submitted.
2.2 No Refund Policy
Except where required under applicable law or where the Company is unable to fulfil an accepted Order, the Company follows a No Refund Policy.
Customers acknowledge that Products sold through the Website are generally not eligible for refund after successful Order confirmation and dispatch.
Refunds shall not be available merely because:
• the Customer changes their mind;
• the Product is no longer required;
• another Product is preferred;
• incorrect Product selection was made by the Customer;
• the Customer failed to read Product specifications before placing the Order.
2.3 Warranty Claims
Warranty claims shall be governed exclusively by the Company’s Warranty Policy.
The existence of a warranty does not automatically entitle a Customer to return or refund of the Product.
Where a Product is repairable under warranty, the Company may repair or replace only the defective component instead of replacing the complete Product.
2.4 Separate Policies
This Policy shall be read together with the:
• Terms & Conditions
• Privacy Policy
• Warranty Policy
• Shipping & Delivery Policy
• Cancellation Policy
In case of conflict, the specific policy applicable to the relevant issue shall prevail.
3. ELIGIBILITY FOR REPLACEMENT
A Product may be considered for replacement only where:
3.1 Manufacturing Defect
The Product contains a verified manufacturing defect existing at the time of delivery.
3.2 Transit Damage
The Product has been damaged during transportation before delivery to the Customer.
Transit damage must be reported immediately with supporting evidence.
3.3 Wrong Product Delivered
The Company has delivered a Product different from the Product actually ordered by the Customer.
3.4 Missing Essential Components
The Product is delivered without essential components required for normal operation.
Minor accessories, promotional items or optional accessories shall not constitute grounds for replacement unless specifically included in the Order.
4. REPORTING REQUIREMENTS
4.1 Reporting Time
Customers must notify the Company of any issue requiring replacement within forty-eight (48) hours of delivery.
Requests received after this period may not be eligible for replacement unless otherwise required by law.
4.2 Supporting Documents
Customers may be required to provide:
• Purchase Invoice
• Order Number
• Product Serial Number
• Delivery Receipt
• Photographs
• Videos
• Description of the Issue
Failure to provide reasonable supporting evidence may delay or prevent processing of the request.
4.3 Inspection
The Company reserves the right to inspect the Product before approving any replacement request.
Inspection may be conducted:
• At the Customer’s premises;
• At an authorised service centre; or
• Through photographs or video verification where appropriate.
4.4 Approval
Submission of a replacement request does not guarantee approval.
Replacement shall be subject to:
• Verification of the complaint;
• Physical inspection (where necessary);
• Compliance with this Policy;
• Availability of replacement stock.
The Company’s decision shall be based on the facts of each case and applicable law.
5. IMPORTANT CUSTOMER RESPONSIBILITIES
Customers are advised to:
• Inspect the Product immediately upon delivery.
• Verify the Product model and quantity before installation.
• Retain the original invoice.
• Preserve the original packaging until installation is completed, where reasonably possible.
• Report any visible transit damage before the Product is installed.
• Follow the installation and operating instructions supplied by the Company.
Failure to comply with these responsibilities may affect eligibility for replacement where such failure materially impacts the Company’s ability to verify the reported issue.
6. PRODUCTS NOT ELIGIBLE FOR RETURN OR REPLACEMENT
Except where required by law or where the Company determines otherwise after inspection, the following shall generally not be eligible for return or replacement:
• Products damaged due to misuse or negligence.
• Products damaged after installation because of improper handling by the Customer.
• Products repaired or modified by unauthorised persons.
• Products with removed or tampered serial numbers.
• Consumables such as filters and cartridges, unless defective at the time of delivery.
• Damage caused by unsuitable water quality, voltage fluctuations, improper plumbing or external environmental factors.
• Products purchased for commercial use where the issue arises from improper operation outside the recommended specifications.
7. REPLACEMENT PROCESS
7.1 Submission of Replacement Request
Customers seeking replacement of a Product shall notify the Company within the prescribed reporting period through any of the following channels:
• Website support portal;
• Customer Care;
• Email;
• WhatsApp;
• Authorised service centre.
The Customer shall provide sufficient details to enable verification of the request.
7.2 Information Required
Replacement requests should include, where applicable:
• Customer Name;
• Order Number;
• Invoice Number;
• Product Name and Model;
• Product Serial Number;
• Date of Delivery;
• Description of the issue;
• Photographs or videos clearly showing the defect or damage.
The Company may request additional information where reasonably required.
7.3 Verification and Inspection
Upon receipt of a replacement request, the Company may:
• review the documents submitted;
• conduct remote verification using photographs or video;
• arrange an inspection by an authorised technician;
• require the Product to be brought to an authorised service centre where necessary.
Replacement approval shall be subject to successful verification.
7.4 Replacement Approval
Where the Company determines that the Product qualifies for replacement under this Policy, the Company may:
• replace the Product with the same model;
• replace the Product with an equivalent model where the original model is unavailable;
• replace only the defective component where appropriate; or
• provide any other appropriate remedy permitted by applicable law.
The method of resolution shall be determined by the Company based on the nature of the defect and product availability.
7.5 Replacement Timeline
The Company shall endeavour to process approved replacement requests within a reasonable time.
Replacement timelines may vary depending upon:
• availability of stock;
• location of the Customer;
• transportation schedules;
• technical inspection requirements;
• force majeure events.
Estimated timelines are indicative and shall not constitute a contractual guarantee.
8. TRANSIT DAMAGE
8.1 Reporting Transit Damage
Customers shall inspect the external packaging and the Product immediately upon delivery.
Visible transit damage must be reported within 48 hours of delivery together with supporting photographs or videos.
8.2 Evidence
Customers should preserve the original packaging, labels and delivery documents until the inspection process is completed.
Failure to preserve reasonable evidence may affect the Company’s ability to verify the claim.
8.3 Acceptance of Damaged Deliveries
Where the Customer knowingly accepts a visibly damaged Product without recording the damage or notifying the Company within the prescribed period, the Company may decline the replacement request unless required by applicable law.
9. WRONG PRODUCT OR MISSING COMPONENTS
9.1 Incorrect Product Delivered
If the Company delivers a Product materially different from the Product ordered, the Customer shall notify the Company within 48 hours of delivery.
Upon verification, the Company shall arrange for collection of the incorrect Product and delivery of the correct Product.
9.2 Missing Essential Components
Replacement of missing essential components may be arranged where the shortage is verified by the Company.
Optional accessories, promotional items or complimentary items shall not be treated as essential components unless specifically mentioned in the Order.
10. NON-ELIGIBLE CASES
Replacement requests shall generally not be approved in the following situations:
• Change of mind after purchase.
• Incorrect product selection by the Customer.
• Product no longer required.
• Better price available elsewhere.
• Cosmetic damage reported after the prescribed reporting period.
• Damage caused after delivery due to mishandling.
• Damage arising from improper storage or transportation by the Customer.
• Products damaged due to fire, flood, lightning, power fluctuations or other external events.
• Damage caused by unsuitable water quality, excessive TDS, high iron content, hardness or contamination.
• Damage arising from unauthorised installation, modification or repair.
• Products with altered or removed serial numbers.
• Consumables that have reached the end of their normal service life.
11. INSTALLED PRODUCTS
Once a Product has been successfully installed and commissioned, replacement shall generally not be available unless:
• a verified manufacturing defect is identified;
• the Product cannot be repaired under the applicable warranty;
• replacement is specifically approved by the Company.
Installation of a Product does not automatically establish the existence of a manufacturing defect.
12. COMMERCIAL AND B2B ORDERS
12.1 Business Purchases
Business Customers purchasing Products for commercial, industrial or institutional use may be subject to separate contractual terms, quotations or purchase orders.
Where such documents contain specific replacement provisions, those provisions shall prevail to the extent of any inconsistency with this Policy.
12.2 Bulk Orders
Bulk Orders may require joint inspection before acceptance.
Claims relating to shortages, transit damage or incorrect Products should be reported promptly after receipt of the shipment.
12.3 Customised Products
Products manufactured, assembled or configured according to Customer specifications may not be eligible for replacement except in the event of verified manufacturing defects or incorrect supply by the Company.
13. REPLACEMENT SHIPPING
Where a replacement request is approved:
• the Company may arrange collection of the defective Product;
• the Customer shall reasonably cooperate with the collection process;
• replacement Products shall ordinarily be delivered to the original delivery address unless otherwise agreed.
Customers shall ensure that Products are packed securely for return transportation where requested.
14. CUSTOMER OBLIGATIONS
Customers shall:
• cooperate with inspection and verification;
• provide accurate information;
• preserve the Product until inspection is completed;
• refrain from unauthorised repairs before inspection;
• comply with the Company’s reasonable instructions during the replacement process.
Failure to comply with these obligations may affect eligibility for replacement where such non-compliance materially prejudices the Company’s investigation.
15. COMPANY’S DECISION
All replacement requests shall be evaluated on the basis of:
• supporting evidence;
• inspection findings;
• product condition;
• warranty status;
• applicable law; and
• this Policy.
The Company shall communicate its decision to the Customer within a reasonable period after completion of the verification process.
Nothing in this clause shall limit any statutory rights available to Consumers under applicable law.
16. REFUND POLICY
16.1 General Policy
MIDAS WATER PURIFIER TECHNOLOGY follows a Replacement Only Policy. As a general rule, Products purchased through the Website are not eligible for refund after an Order has been accepted and dispatched.
The Company reserves the right to determine the appropriate remedy, which may include repair or replacement instead of a refund, subject to this Policy and applicable law.
16.2 Situations Where Refund May Be Considered
A refund may be considered only in exceptional circumstances, including but not limited to:
• The Company is unable to supply the ordered Product after accepting the Order and payment.
• The Product becomes permanently unavailable before dispatch and no suitable alternative is accepted by the Customer.
• A duplicate payment has been received and verified.
• A payment has been successfully processed but the Order has not been created due to a technical error.
• A refund is required under applicable law or by a competent authority.
Approval of a refund shall be at the sole discretion of the Company, subject to statutory rights available to Consumers.
16.3 Circumstances Where Refund Will Not Be Granted
Refunds shall ordinarily not be granted in the following situations:
• Change of mind after placing an Order.
• Incorrect Product selected by the Customer.
• Product no longer required.
• Better price available elsewhere.
• Delay in delivery due to circumstances beyond the Company’s reasonable control.
• Minor variations in colour, appearance or packaging.
• Failure of the Customer to read Product specifications before purchase.
• Products used, installed, altered or damaged after delivery.
• Products damaged due to misuse, negligence or improper handling.
17. REFUND PROCESS
17.1 Approval
Where a refund is approved, the Company shall notify the Customer of the approval and the amount approved for refund.
17.2 Mode of Refund
Approved refunds shall ordinarily be processed through the original mode of payment used for the purchase.
Where this is not reasonably possible, the Company may use another lawful payment method after verifying the Customer’s identity.
17.3 Refund Timeline
The Company shall endeavour to initiate approved refunds within 7–15 Business Days from the date of approval.
Actual credit to the Customer’s account may depend upon:
• Banking systems;
• Payment gateway processing;
• Card issuer policies;
• UPI service providers;
• Financial institution procedures.
The Company shall not be responsible for delays attributable to such third parties.
18. PAYMENT GATEWAY TRANSACTIONS
18.1 Online Payments
Payments made through the Website are processed by authorised third-party payment gateway providers.
The Company does not store or have access to confidential payment credentials such as:
• Credit Card Numbers;
• Debit Card Numbers;
• CVV;
• UPI PIN;
• Internet Banking Passwords;
• One-Time Passwords (OTP).
18.2 Failed Transactions
Where a payment is deducted from the Customer’s account but no Order is generated, the Customer should immediately notify the Company.
The Company shall coordinate with the payment gateway provider to verify the transaction and facilitate an appropriate resolution.
18.3 Duplicate Payments
Where duplicate payment has been made for the same Order, the Customer shall promptly notify the Company with transaction details.
After verification, the excess amount may be refunded through the original payment method.
18.4 Chargebacks
Customers shall not initiate unjustified chargebacks after successful delivery of Products or completion of Services.
The Company reserves the right to contest fraudulent or unjustified chargebacks and to suspend future transactions where misuse is identified.
19. EMI TRANSACTIONS
19.1 Financing
EMI facilities are provided by participating banks or financial institutions and are subject to their independent approval processes.
The Company is not responsible for:
• Loan approval or rejection;
• Interest rates;
• Processing fees;
• Documentation charges;
• Repayment schedules;
• Recovery proceedings.
19.2 Refund of EMI Orders
Where a refund is approved for an Order purchased through EMI, the refund shall be processed in accordance with the policies of the financing institution and the payment gateway provider.
The Company shall not be responsible for any delay arising from the processing procedures of such third parties.
19.3 Cancellation of EMI Transactions
Cancellation of EMI transactions may be subject to additional conditions imposed by the financing institution.
Customers should review the lender’s terms before opting for EMI.
20. CANCELLATION OF ORDERS
20.1 Cancellation by Customer
Customers may request cancellation of an Order before dispatch.
The Company shall endeavour to process such requests; however, cancellation cannot be guaranteed once the Order has entered the packing or dispatch process.
20.2 Cancellation by the Company
The Company reserves the right to cancel an Order prior to dispatch where:
• Payment cannot be verified;
• Stock becomes unavailable;
• Incorrect pricing has occurred due to technical or human error;
• Fraud is suspected;
• Delivery is not feasible;
• The Customer has provided incorrect or misleading information.
Where payment has been received and the Order is cancelled by the Company, the amount received shall be refunded in accordance with this Policy.
21. RETURN SHIPPING
21.1 Collection of Products
Where a replacement or return has been approved, the Company may arrange collection of the Product through its logistics partners or authorised personnel.
Customers shall reasonably cooperate with the collection process.
21.2 Packaging
Customers should, where reasonably possible, return the Product in its original packaging together with all accessories, manuals and documentation supplied with the Product.
Failure to return non-essential packaging shall not automatically result in rejection of a valid claim, but may affect safe transportation.
21.3 Shipping Charges
Where a replacement is approved due to:
• manufacturing defect;
• transit damage;
• wrong Product supplied; or
• missing essential components,
the Company shall ordinarily bear the reasonable return shipping costs.
Where a return request is made for reasons not attributable to the Company and is accepted as a goodwill gesture, the Customer may be responsible for applicable shipping and handling charges.
22. COMMUNICATION DURING THE PROCESS
The Company shall keep Customers reasonably informed regarding the status of approved replacement or refund requests through email, SMS, WhatsApp or telephone, where contact details have been provided.
Customers are responsible for ensuring that their contact information remains accurate and up to date.
23. INSPECTION RIGHTS OF THE COMPANY
23.1 Right to Inspect
The Company reserves the right to inspect any Product in respect of which a replacement or refund request has been submitted before approving such request.
Inspection may be carried out by:
• An authorised service technician;
• An authorised service centre;
• A logistics partner;
• Remote verification using photographs or video; or
• Any other reasonable method considered appropriate by the Company.
23.2 Customer Cooperation
The Customer shall provide reasonable access to the Product and cooperate with the inspection process.
Failure to cooperate or refusal to permit inspection may result in rejection of the claim where such inspection is necessary to verify the reported issue.
23.3 Inspection Findings
The Company’s decision shall be based upon:
• Physical condition of the Product;
• Nature of the defect;
• Service history;
• Installation records;
• Warranty status;
• Technical inspection report;
• Supporting evidence provided by the Customer.
24. FRAUDULENT OR ABUSIVE CLAIMS
24.1 False Claims
The Company reserves the right to reject any claim which, after reasonable investigation, is found to be false, misleading, fraudulent or unsupported by evidence.
Examples include:
• Submission of fabricated invoices;
• Manipulated photographs or videos;
• False statements regarding Product condition;
• Concealment of misuse or accidental damage.
24.2 Abuse of Policy
Customers shall not misuse this Policy by repeatedly requesting replacement or refund for Products that have been damaged through negligence, misuse or unauthorised modifications.
The Company reserves the right to suspend customer accounts, refuse future transactions or take legal action where fraudulent activity is detected.
25. LIMITATION OF LIABILITY
25.1 Scope
To the maximum extent permitted by applicable law, the Company’s liability in connection with any Product, Service or claim under this Policy shall be limited to the purchase price actually paid by the Customer for the relevant Product.
25.2 Exclusion of Consequential Loss
The Company shall not be liable for indirect, incidental, consequential, special or exemplary damages including:
• Loss of profits;
• Loss of business opportunities;
• Loss of revenue;
• Loss of data;
• Business interruption;
• Loss arising from delay in installation or service.
Nothing in this clause shall exclude liability that cannot lawfully be excluded under applicable law.
26. FORCE MAJEURE
The Company shall not be responsible for delays or failure to perform its obligations under this Policy where such delay or failure results from events beyond its reasonable control, including but not limited to:
• Floods;
• Earthquakes;
• Cyclones;
• Fire;
• Pandemic;
• War;
• Riot;
• Civil unrest;
• Government restrictions;
• Transport disruptions;
• Power failures;
• Internet failures;
• Supplier delays; or
• Other force majeure events.
Performance of the affected obligations shall remain suspended for the duration of the force majeure event.
27. GOVERNING LAW
This Policy shall be governed by and interpreted in accordance with the laws of the Republic of India.
All rights and obligations arising under this Policy shall be subject to applicable Indian laws, including consumer protection legislation.
28. DISPUTE RESOLUTION
The Company encourages Customers to first contact Customer Support to seek an amicable resolution of any issue relating to Orders, replacements, refunds or services.
If the dispute cannot be resolved through mutual discussion, it shall be subject to the exclusive jurisdiction of the competent courts at Kozhikode, Kerala, without prejudice to any statutory rights available to consumers under applicable law.
29. GRIEVANCE REDRESSAL
Customers may contact the Company’s Grievance Officer regarding complaints or grievances relating to this Policy.
Grievance Officer
Name: Pradeep Kumar T
Designation: Proprietor & Grievance Officer
Business: MIDAS WATER PURIFIER TECHNOLOGY
Registered Address:
25/1906F, Panath Complex
Kottooli
Kozhikode – 673016
Kerala, India
Customer Care: +91 62355 56100
Grievance Contact: +91 9746117509
Support Email: supportmidaswaterpurifier@gmail.com
Grievance Email: midaswatertech@gmail.com
The Company shall endeavour to acknowledge grievances within a reasonable period and make reasonable efforts to resolve complaints promptly, subject to the nature and complexity of the matter.
30. SEVERABILITY
If any provision of this Policy is held to be invalid, illegal or unenforceable by a court or competent authority, such provision shall be deemed severed from this Policy and the remaining provisions shall continue in full force and effect.
31. WAIVER
Failure by the Company to enforce any provision of this Policy shall not constitute a waiver of its right to enforce that provision or any other provision at a later time.
No waiver shall be effective unless made in writing by an authorised representative of the Company.
32. ENTIRE POLICY
This Return, Replacement & Refund Policy shall be read together with the following policies published on the Website:
• Terms & Conditions
• Privacy Policy
• Shipping & Delivery Policy
• Warranty Policy
• Cancellation Policy
• Disclaimer
Together, these documents constitute the complete policy framework governing purchases, services and use of the Website.
33. AMENDMENT OF POLICY
The Company reserves the right to modify, update or replace this Policy at any time.
Any revised version shall become effective immediately upon publication on the Website unless otherwise specified.
Customers are encouraged to review this Policy periodically to remain informed of any updates.
34. CONTACT INFORMATION
For any questions relating to this Policy, Customers may contact:
MIDAS WATER PURIFIER TECHNOLOGY
25/1906F, Panath Complex
Kottooli
Kozhikode – 673016
Kerala, India
Customer Care: +91 62355 56100
Support Email: supportmidaswaterpurifier@gmail.com
Website: www.midaswaterpurifiers.com