Policy

Returns & Warranty

Product returns, replacements, warranty coverage, RMA procedure, exclusions, claim timelines, customer obligations, and statutory rights.

Returns & Warranty - HPzenAi Technologies Private Limited

Effective Date: 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

Scope, acceptance, and customer obligations

This page consolidates HPzenAi return, replacement, warranty, and related product-use conditions for direct website orders, authorised dealer purchases, and approved online-platform purchases. By purchasing, receiving, installing, or using an HPzenAi product, the customer agrees to these conditions together with the Terms and Conditions and all other applicable HPzenAi policies.

Customers must use products only for their intended purpose and in accordance with product manuals, technical specifications, installation guides, and applicable electrical safety standards.

Products requiring electrical connection must be installed by a suitably qualified electrician or certified installer compliant with the Indian Electricity Rules and applicable IS standards.

Failure to follow installation, safety, or operating instructions is likely to void warranty or replacement eligibility.

Customers deploying IoT-enabled HPzenAi products are responsible for the network security, access controls, and operational integrity of their connected infrastructure.

02

Return and refund position after dispatch

HPzenAi follows a no-refund-after-dispatch policy because many products are specialised, tested, configured, or deployment-specific hardware items. Once a product has shipped, payment is ordinarily non-refundable except where a refund is required under applicable law or where HPzenAi expressly approves a pre-dispatch cancellation.

Orders may generally be cancelled only before shipment or before the dispatch release has been issued; contact support@hpzenai.com promptly to initiate a pre-dispatch cancellation.
Shipping charges are non-refundable once dispatch has taken place.
Where HPzenAi cancels an order due to stock unavailability, a platform-side error, or an internal fulfilment issue, the customer will receive a full refund of the affected amount initiated within three to five business days.
Nothing in this policy limits consumer rights available under the Consumer Protection Act, 2019 or the Consumer Protection (E-Commerce) Rules, 2020.

03

Replacement and return eligibility

HPzenAi resolves verified product issues through inspection, repair, or replacement rather than cash refund. Replacement or return review is available only after verification by HPzenAi's support or technical team.

Dead-on-arrival (DOA) products reported within 48 hours of delivery with mandatory unboxing video evidence.
Manufacturing defects confirmed through inspection within the applicable limited warranty period.
Incorrect products delivered as a direct result of an HPzenAi packing or fulfilment error.
Products returned in their original, unaltered condition with all original packaging, accessories, warranty seals, serial labels, and purchase documentation intact where reasonably required.

04

Exclusions and non-eligible cases

Return, replacement, or warranty coverage does not apply where the defect or failure arises from misuse, external damage, environmental factors, or unauthorised intervention rather than a confirmed manufacturing defect.

Incorrect installation, improper wiring, reverse polarity, under-voltage, over-voltage, power surge, or connection to incompatible systems.
Physical damage, breakage, impact damage, drops, water or moisture ingress, corrosion, rust, chemical exposure, or burns from lightning or static discharge.
Operation outside specified voltage, temperature, load, or environmental limits as defined in the product documentation.
Unauthorised repair, tampering, product modification, missing or defaced serial numbers, or broken warranty seals.
Integration with non-approved third-party systems or firmware from unauthorised sources.
Normal wear and tear, cosmetic degradation, and ageing consistent with expected product lifespan.
Minor cosmetic imperfections that do not materially affect product functionality.
Marketplace orders that must first complete the return or dispute process of the relevant third-party platform.

05

Warranty coverage, duration, and extended warranty

Eligible HPzenAi products carry a limited one-year warranty from the invoice date unless a different written warranty is specified for a product or commercial agreement. The warranty covers manufacturing defects in materials and workmanship under normal operating conditions.

Internal electronic component defects and PCB-level circuit failures.
Firmware defects causing verifiable functional failure not attributed to customer-applied updates from unauthorised sources.
Mechanical failures in factory-fitted components under normal operating conditions.
The warranty applies only to the original purchaser and is non-transferable unless HPzenAi provides written confirmation otherwise.
Certain product lines or promotional purchases may carry a warranty period exceeding one year as stated on the product page, invoice, or in a separate written warranty document provided at the time of purchase.
Authorised dealer, distributor, and approved online-platform purchases are covered if valid proof of purchase from an authorised channel is available.

06

Warranty claim procedure and RMA process

To initiate a warranty claim, customers must contact HPzenAi support and provide the required documentation before returning any product. Unsolicited returns without an approved RMA will not be processed.

Contact support@hpzenai.com with: original purchase invoice or order details, product model, serial number, a clear description of the fault, and photographic or video evidence of the defect.
For DOA claims, a complete unboxing video is mandatory and must be submitted within 48 hours of delivery.
HPzenAi will review the evidence and, if the claim is accepted, issue a Return Merchandise Authorisation (RMA) number with return shipping instructions.
Products must be returned with the RMA number clearly marked on the outer packaging and packed securely to prevent transit damage.
Products received without an RMA number, in inadequately packed condition, or without required documentation will not be processed and may be returned at the customer's cost.

07

Repair, replacement, and service turnaround

After receiving the returned product and completing inspection, HPzenAi will resolve the accepted claim through repair, like-for-like replacement, or equivalent product substitution depending on fault nature, stock availability, and technical validation.

Standard warranty claim resolution target is fourteen to twenty-one business days from receipt of the returned product, subject to parts availability and diagnostic complexity.
Where a like-for-like replacement is unavailable, HPzenAi may substitute an equivalent product of equal or greater specification at its discretion.
Products confirmed as no-fault-found after inspection may be returned to the customer; diagnostic and re-shipping charges may apply.
For claims where the damage is outside warranty coverage, HPzenAi may offer paid repair at a quoted cost communicated before work begins.
Damage during return transit caused by inadequate customer packing is not covered under warranty.

08

Safety, liability, consumer rights, and governing law

HPzenAi products are not designed to be the sole control or safety mechanism in life-safety or safety-critical environments. Customers remain responsible for proper installation context, operational safeguards, and compliance with site-specific electrical and infrastructure requirements.

HPzenAi's warranty liability is limited to the original invoice value of the defective product.
HPzenAi does not accept liability for motor damage, pump failure, water loss, irrigation disruption, crop losses, property damage, business interruption, or indirect financial losses beyond the maximum extent permitted by applicable law.
Nothing in this policy limits statutory rights available to consumers under the Consumer Protection Act, 2019, including the right to claim compensation for a defective good or deficient service.
For claims and support contact support@hpzenai.com. Disputes are governed by Indian law and subject to the competent courts at Bengaluru, Karnataka, India unless applicable consumer law requires otherwise.

Policy Updates

HPzenAi may update its policies from time to time to reflect changes in law, technology, products, services, or business operations. The version published on this page is the operative version. Prior to any policy update, HPzenAi will notify all associated members and customers via WhatsApp message, mobile app notification, and email.

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