Policy

Refund Policy

We encourage all customers, users, and purchasers to review this Refund Policy before placing an order through HPzenAi platforms. This policy explains refund eligibility, cancellation procedures, technical review processes, refund deductions, and customer responsibilities and should be read together with our Terms and Conditions, Shipping Policy, Warranty Policy, Privacy Policy, and other applicable legal policies.

Refund Policy - HPzenAi Technologies Private Limited

Effective Date: 1 June 2026

Last Updated: 1 June 2026

Currently In Effect

This document forms part of HPzenAi's legal and customer-information framework and applies to users, visitors, account holders, and customers accessing HPzenAi platforms, products, or services. By accessing or using HPzenAi platforms and services, you acknowledge that you have been provided access to this policy and that the processing of your personal data is governed by this policy and applicable law.

01

Refund Position & General Rule

HPzenAi follows a no-refund-after-dispatch policy as a general commercial rule. Once full payment has been received and the product has been dispatched from HPzenAi's facility or from the network of its authorised logistics partner, the transaction is ordinarily treated as non-refundable. This policy is framed with reference to the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020, and is intended to operate subject to applicable consumer law.

This general no-refund position reflects the specialised, configured, tested, and application-specific nature of HPzenAi hardware products, together with the transaction, fulfilment, and logistics costs incurred once an order is processed and dispatched.
Shipping and logistics charges are non-refundable once dispatch has taken place.
Customers who believe a product has arrived defective, damaged in transit, or incorrectly fulfilled should refer to the Warranty Policy page and contact support@hpzenai.com promptly.

02

Pre-Purchase Due Diligence

Customers are expected to review the product information carefully before placing an order. HPzenAi maintains pre-purchase resources intended to help customers assess product suitability against their use case, installation environment, and technical requirements before purchase.

Customers should review the product's technical specifications, rated parameters, use-case guidance, installation requirements, and known limitations on the product page before purchasing.
HPzenAi maintains product guide pages, installation videos, user guides, wiring diagrams, and application notes on its official platforms; customers should consult these resources before ordering.
If a customer has any doubt about product suitability, compatibility, installation requirements, or expected performance for their specific use case, they are encouraged to contact HPzenAi's support team before placing an order.
Support is available through HPzenAi's official support channels, including email and other communication methods published on the platform.
Placing an order without first confirming product suitability for the intended use case, location, and installation environment, when support was available and not utilised, may limit the grounds for a performance-based refund claim.

03

Pre-Dispatch Cancellations

An order may be cancelled without charge before dispatch has been initiated. Because dispatch on the HPzenAi platform may begin as early as the same business day for eligible orders, customers should submit cancellation requests immediately after placing the order.

To request a pre-dispatch cancellation, contact support@hpzenai.com with the order number and account details as soon as possible after placing the order.
Customers may also call +91 8147827776 or use WhatsApp at +91 8147827776 for time-sensitive cancellation requests.
HPzenAi will make reasonable efforts to halt dispatch for eligible cancellation requests; if the product has already been dispatched or handed to the logistics partner, a pre-dispatch cancellation is no longer possible.
Approved pre-dispatch cancellation refunds will be initiated within three to five business days through the original payment method; payment gateway processing fees may be deducted as described in the deductions section of this policy.

04

Technical Review & Resolution Process

If a customer reports that a product is not performing as represented in the published specifications or applicable product guidance, HPzenAi will review the matter through its technical support process and determine the appropriate resolution pathway.

The customer must contact support@hpzenai.com, call +91 8147827776, or use WhatsApp at +91 8147827776 with a clear description of the performance concern, including the specific use case, installation environment, observed behaviour, and the expected behaviour based on the product documentation.
An HPzenAi engineer will review the reported concern, assess whether the product is performing within its published specifications and intended operating conditions, and communicate the findings to the customer within a reasonable timeframe.
If the engineer review confirms that the product is not meeting its published specifications under the stated operating conditions, HPzenAi will first attempt resolution through configuration guidance, calibration support, firmware correction, or other technically appropriate remediation.
If customisation or configuration adjustments are not technically feasible or do not resolve the performance concern to the customer's reasonable satisfaction, HPzenAi will arrange for the product to be returned to HPzenAi's facility and will process a replacement or refund as described below.
HPzenAi builds products intended to help users make everyday work more productive and reliable; where a documented and legitimate performance concern exists, HPzenAi will work through a reasonable technical resolution process before a final refund or replacement decision is made.
Customers are expected to cooperate with the technical review process and to provide HPzenAi a reasonable opportunity to investigate, diagnose, and resolve the reported concern before escalation to a financial dispute process.

05

Replacement or Refund After Device Return

Following a confirmed performance issue or verified defect where technical correction, repair, or configuration support is not sufficient, HPzenAi may process a replacement or, where appropriate, initiate a refund after the product is returned to and inspected at HPzenAi's facility.

Return Merchandise Authorisation (RMA) requests are processed in accordance with HPzenAi's Warranty Policy and applicable service procedures.
The customer must return the product to HPzenAi's facility after receiving a Return Merchandise Authorisation (RMA) number; returns without an approved RMA will not be processed.
The product must be returned in its original or near-original condition with all accessories, documentation, and packaging; damaged or incomplete returns may affect the refund amount.
HPzenAi will inspect the returned device upon receipt, confirm the reported issue, and communicate the inspection findings and applicable resolution to the customer.
Where a like-for-like replacement is available and the customer accepts it, the replacement device will be dispatched after inspection of the returned unit.
Where a cash refund is to be processed, it will be initiated after the returned device has been received at and accepted by HPzenAi's facility; the refund will be subject to the applicable deductions described in the next section.
HPzenAi targets processing the refund initiation within five to seven business days of the device being received and inspected at its facility.

06

Refund Deductions

Where a refund is approved, whether for a pre-dispatch cancellation or after a post-dispatch resolution process, the refund amount payable to the customer will be the original amount paid minus applicable charges already incurred in processing, fulfilment, dispatch, or return handling. These deductions reflect actual transaction or logistics costs and are not treated by HPzenAi as discretionary profit items.

Payment gateway processing fee: the fee charged by the RBI-authorised payment aggregator or gateway for processing the original transaction; this typically ranges between one and three percent of the transaction value depending on the payment instrument used and is non-recoverable from the gateway.
Outbound shipping and logistics charges: the cost incurred by HPzenAi to dispatch the product to the customer, including carrier charges, packaging material, and any applicable fuel surcharges.
Inbound return logistics charges: the cost incurred in returning the product to HPzenAi's facility, whether borne by the customer directly or arranged by HPzenAi.
Any other directly attributable transaction handling, processing, customs, or inspection charges incurred as a direct consequence of the order and return transaction.
The net refund amount after all applicable deductions will be communicated to the customer clearly and in writing before the refund is processed; the customer's written acknowledgement of the net refund amount will be obtained before disbursement.
In cases of exceptional discretionary refunds where the customer has genuinely cooperated and the return is not due to product defect but due to use-case mismatch, the above deductions apply in full.

07

Non-Eligible Cases & Exclusions

The following circumstances are not eligible for refund, return, or replacement under this policy unless otherwise required by applicable law or expressly agreed by HPzenAi in writing.

Products that have been physically damaged, modified, incorrectly installed, subjected to power surges or incorrect voltages, or impaired by environmental factors such as moisture, heat, or chemical exposure.
Performance concerns arising from the customer's use case, installation environment, or site conditions that fall outside the product's published specifications and operating limits.
Issues arising from customer failure to follow the product manual, installation guide, wiring instructions, or safety guidelines that were made available before and at the time of purchase.
Minor cosmetic imperfections, surface marks, or packaging variations that do not affect the product's functional performance.
Products where warranty seals are broken, serial numbers are removed or defaced, or evidence of unauthorised internal access, repair, or modification is present.
Cancellation or refund requests submitted after dispatch where the reason is a change of mind without a documented product performance concern.
Marketplace orders on Amazon or Flipkart that must first exhaust the return, replacement, and dispute resolution process of the respective platform before HPzenAi can be engaged directly.

08

Refund Processing Timelines

Where a refund is approved and the net refund amount has been confirmed, HPzenAi will initiate the refund through the original payment instrument used at checkout. HPzenAi will provide a refund reference number once the refund is initiated from its end.

Credit and debit card refunds: typically five to ten business days after HPzenAi initiates the refund, subject to card network processing and issuing bank timelines.
UPI refunds: typically two to five business days after initiation.
Net banking and digital wallet refunds: typically three to seven business days, subject to the bank or wallet provider's processing schedule.
Customers should contact their bank or payment provider with the refund reference number if the credit does not appear within the stated period.
In cases where the original payment instrument is no longer active or accessible, HPzenAi will coordinate with the customer to arrange an alternative refund method.

09

Chargebacks & Disputed Transactions

Customers should contact support@hpzenai.com and allow HPzenAi to address disputes directly before raising a chargeback or payment dispute with their bank or card issuer. Direct resolution is generally faster and allows HPzenAi to assess the matter on the technical and commercial record of the order.

Chargeback filings that are subsequently found to be unjustified or filed before giving HPzenAi a reasonable opportunity to resolve the matter may result in recovery of associated bank, gateway, and processing fees from the customer.
HPzenAi cooperates fully with banks, card networks, UPI dispute mechanisms, and payment processors and will submit all relevant transaction records, delivery confirmation, communication logs, and supporting evidence in any dispute investigation.
Confirmed fraudulent or unauthorised transactions should be reported immediately to support@hpzenai.com, by phone at +91 8147827776, or by WhatsApp at +91 8147827776, and also to the customer's bank.

10

Grievance Redressal & Consumer Rights

Nothing in this Refund Policy is intended to limit, waive, or override statutory rights available to consumers under the Consumer Protection Act, 2019, including rights in relation to deficient goods, deficient services, and unfair trade practices.

Customers may contact the HPzenAi Grievance Officer at support@hpzenai.com, call +91 8147827776, or use WhatsApp at +91 8147827776; HPzenAi aims to acknowledge complaints within 24 hours and to resolve them within a reasonable timeframe, typically not exceeding thirty business days.
Disputes are governed by Indian law and subject to the exclusive jurisdiction of the courts located in Bengaluru, Karnataka, India, unless applicable consumer law provides otherwise.
For complete contact details and department-specific contact channels, refer to the Contact Us page.

11

Policy Updates

HPzenAi may update this Refund Policy from time to time to reflect changes in law, technology, products, services, refund operations, or business operations. The version published on the HPzenAi platform is the operative version.

Where reasonably practicable, HPzenAi will notify associated members and customers of material policy changes through available communication channels, which may include WhatsApp message, mobile app notification, and email.

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