Refund policy

Mango Appliances - Cancellation, Return & Refund Policy

Mango Appliances LLP (hereinafter called as "We"/"Mango"/"Our"/"us") aims to provide the best customer experience to our Users/customer (hereinafter called as "you"/"Users"/"Customer") beginning from placing an order till product delivery and beyond. While purchasing from Mango Appliances, you can expect a hassle-free experience and can rely on us as your preferred cooling solutions provider.

(i) ORDER CANCELLATION POLICY

We believe in helping our customers as far as possible and have therefore a liberal cancellation policy.

UNDER THE CANCELLATION POLICY, YOU CAN CANCEL THE PRODUCT UNDER THE FOLLOWING CONDITIONS:

2-Hour Cancellation Window: You have a Two-hour window from the time of placing your order to cancel the Order, whether partially or in full. Once this two-hour window has passed, orders cannot be canceled.
Failed Delivery Attempts: Order will get cancelled if the customer is not able to receive the orders even after two delivery attempts.
Incorrect Address: Order will be cancelled if the customer address is incorrect or incomplete.
Serviceability Issues: Mango Appliances reserves the right to cancel your order and refund the amount paid (if any) in case the Product is invoiced and thereafter the pin code becomes unserviceable.

UNDER THE CANCELLATION POLICY, YOU CANNOT CANCEL THE PRODUCT UNDER THE FOLLOWING CONDITIONS:

Invoiced Orders: You cannot cancel the order if the order has been "Invoiced" and processed for shipping.
Customized Products: Orders for customized products or special configurations cannot be cancelled once manufacturing has commenced.

(ii) ORDER RETURN POLICY

UNDER THE RETURN POLICY, YOU CAN RETURN THE PRODUCT UNDER THE FOLLOWING CONDITIONS:

Physically Damaged Product: If you have received the product in a physically damaged condition.
Incorrect Product: If the product delivered is significantly different from what was ordered (wrong model/color/size).
Missing/Damaged Components: If the order has incorrect quantity delivered or missing accessories.
Manufacturing Defects: If the product has manufacturing defects identified within the return period.
Dead-on-Arrival: If the product does not function at all when received.

RETURN WINDOW:

Standard Products: 7 days from the date of delivery
Digital Models (with Remote/LCD): 5 days from the date of delivery
Commercial/Industrial Models: 3 days from the date of delivery

SPECIAL CONDITIONS FOR CERTAIN MODELS:

Arctic Series, Glacial Series, Wintry Series: 7-day return window
Army Series, Industrial Coolers: 3-day return window
Tower Fans (Magnum TF): 10-day return window

UNDER THE RETURN POLICY, YOU CANNOT RETURN THE PRODUCT UNDER THE FOLLOWING CONDITIONS:

Mango Appliances will not consider the product for return or refund request in the following cases:

Buyer's Remorse: Including but not limited to change of mind or incorrect product/model/color/size ordered by mistake.
Cosmetic Box Damage: If the Outer Box is damaged but the Product inside is intact and is working as per its specification.
Installed/Used Products: Product has already been installed or is in use and works as per its specification.
Tampered Products: Product has been tampered with, has a missing serial number, or warranty seal is broken.
Relocated Products: Product has been relocated from the address where the product was originally delivered.
Normal Wear & Tear: Issues arising from normal wear and tear or improper maintenance.
Water/Moisture Damage: Damage caused by water leakage, improper installation, or exposure to excessive moisture.
Accessories/Consumables: Cooling pads, remote batteries, castor wheels (unless defective at arrival).
Late Reporting: If the Issue has not been raised within 48 hours from the date of delivery for visible damages.

Note: After the applicable return window has expired, we will no longer accept return requests. If there are any issues with the product, it will be serviced in accordance with the applicable warranty terms provided by Mango Appliances.

(iii) HOW TO LODGE RETURN REQUEST?

STEP-BY-STEP PROCESS:

Initiate Request: Customer must initiate the return request within the specified timeframe, providing proof/images as evidence.
Required Documentation:

Invoice copy
Clear images/videos of the issue
Product serial number
Delivery proof

Unboxing Video Requirement: To ensure that your damage return claim is processed, we kindly request that you record a 360-degree unboxing video. We will only accept damage claims if the unboxing video and damage claim ticket are raised within 48 hours of receiving the order.

To Raise a Return/Damage Claim Ticket:

Online: Visit support.mangoappliances.com
Email: Send to returns@mangoappliances.com
Phone: Call 1800-1200-670 (Toll-Free)

Ticket Submission Process:

Select Ticket Type: "Order Return"
Select Category: "Damaged Product Delivered" / "Wrong Product" / "Manufacturing Defect"
Enter Order Details and Attach Proof
Submit Ticket

Once the ticket is submitted, an SMS with the ticket ID will be sent to your registered number. Our support team resolves tickets within 24-48 working hours.

(iv) RETURNS PICK-UP & PROCESSING

PICK-UP PROCESS:

Scheduling: Once the return request is approved, pick-up will be scheduled within 2-3 working days.
Packaging Requirements:

Original packaging with all accessories
Invoice copy
All protective materials
Warranty card

Product Condition: Customers need to ensure that the same items with the same serial number as mentioned on the Invoice are returned.

IMPORTANT CONDITIONS:

Serial Number Verification: Return will be rejected if serial number doesn't match.
Missing Components: Refund will be adjusted for missing accessories.
Pick-up Attempts: If customer fails to hand over products after two pick-up attempts, return request will be cancelled.
Return Shipping: Free pick-up for approved returns within warranty/return period terms.

(v) REFUND POLICY

REFUND APPLICABILITY & TIMELINES:

Cancelled Orders (before invoicing):

100% refund
Processing time: 3-5 working days
Refund to original payment mode

Approved Returns:

100% refund (minus any missing accessories charges)
Processing time: 7-10 working days after QC approval
Refund to original payment mode

Partial Refunds:

For minor issues where customer wishes to keep the product
Amount determined case-by-case
Processed within 5-7 working days

REFUND PROCESS FLOW:

text

Return Request → Approval → Pick-up → QC Check → Refund Initiation → Bank Processing → Customer Receives

Expected Time: 10-15 working days from return approval to refund credit

(vi) QUALITY CHECK (QC) PROCESS

OUR QC STANDARDS:

Visual Inspection: Check for physical damage, scratches, dents
Functional Testing: All functions tested as per specifications
Accessory Verification: All components counted and verified
Serial Number Match: Verified against invoice

QC FAILURE SCENARIOS:

Tampering Evidence: Warranty seal broken, unauthorized repairs
Water Damage: Signs of leakage or moisture damage
User-Induced Damage: Physical impact marks, burn marks
Missing Parts: Remote, cables, accessories missing

Note: In case of QC failure, product will be returned to customer at their cost.

(vii) WARRANTY VS RETURN

UNDERSTANDING THE DIFFERENCE:

RETURN	WARRANTY
Within 7 days of delivery	2 years from purchase date
For major issues/DOA	For manufacturing defects
Full refund option	Repair/replacement only
Pick-up from customer	Service center visit