Returns & Exchanges

CANCELLATION, RETURNS AND REFUND POLICY

WE DO NOT ACCEPT RETURNS FOR THE FOLLOWING ITEMS: -

• Led light
• Sanitary ware
• Plumbing pipes
• Glass items
• Wellness products
• Chemical/adhesives/liquids
• Any Ceramic/Fragile products are other than above.

 Cancellation Criteria: -

• Incorrect or Incomplete information regarding Customer's address (Street number, Landmark, etc.), etc.
• In case of wrong product price or specification mentioned on domus.asia.
• Unavailability of products - in exceptional cases, if a product runs "out of stock" with the vendor, the product will be canceled.
• If the area falls under "non-serviceable zone" or "out of delivery area" by our Logistic Courier Partner even after placing the order in that case order can be canceled.
• Suspected fraudulent information.
• Once an order is in processing status cancellation is not possible.

Shipment related issue: -

1. If there is a delay in delivery due to the non-availability of the customer then the order cannot be canceled and it is treated as non-refundable, in this case, if the customer doesn’t require the product anymore due to delay in shipment, then return shipment will be paid by customer and Domus will charge a restocking fee of 25% subject to the product being checked for not used and with proper non tampered packaging.
2. Domus will be responsible for any breakage and damage to the product during shipment. Customers need to report on [email protected] within 24hrs of the product with pics. Unboxing video highly recommended. After reporting period i.e., 24hrs after receiving, no complaint was entertained.
3. If due to any case (except Natural Disaster or Pandemic or Natural Hazards) the shipment got delayed beyond 14 days, then Domus will refund the customer's money only after their request.

Product-related issue: -

• If any chance customers ordered a wrong product related to product size or color or style or brand then return will be paid by the customer and Domus will charge a restocking fee of 25% subject to the product being checked and not used and with proper non-tampered packaging. Only Product to product replacement available. There is no refund.
• All the warranties and guarantees of products are fulfilled by their respective brands. Domus will not be liable for any manufacturing defects/missing parts/damage internal parts.
• Domus will exchange the product if any damage happened during transit. Customers need to report on [email protected] within 24hrs of the product with pics. Unboxing video highly recommended. After reporting period i.e., 24hrs after receiving, no complaint was entertained.
• If any wrong product is shipped from the supplier's end, then Domus will provide its customers an exchange, only after their request.
• If partial products are available with the supplier, then Domus will get in touch with the customer before dispatching it in which the customer has the option to choose either to accept or refund or exchange or wait for the full shipment to dispatch.
• If in any case product is not in stock or discontinued from the supplier's end then the order will be canceled and a refund will be made.
• If there is any manufacturing defect, product non-performing as per expectation, any part missing in the product then Domus will assist customers to get in touch with the brands directly.

Returns:
In case, if you received a damaged product, it must be reported to us via email at ([email protected]) within 24 hours of delivery with an image of the damaged product along with the packaging pictures.

Guidelines for Returns & Replacement:

• The Product is damaged/defective.
• Differ from the description on the website.
• Wrong item delivered/Wrong Color/Wrong Size/Wrong Quantity.
• Missing parts/accessories.

Return Eligibility:

• In case of returning the product, the customer needs to inform us within 24 hours of receiving the order. In case, if you received a damaged product, it must be reported to us within 48 hours of delivery.
• If the product is delivered defective or damaged, in that case, the customer needs to inform us through email ([email protected]) or call us at +91 7015765080 (Helpline Number) within 48 hours from the time of delivery.
• Products should be unused.
• All items must be returned in their original condition, with price tags intact, user manual, warranty cards, original accessories, and in the original manufacturer’s box/packaging as delivered to you.
• The Invoice should be available.
• Products marked as "non-returnable" on the product detail page cannot be returned.

Customer is not eligible for return if:

• It’s “No longer needed”.
• The Customer tried to handle the industrial product and was unable to use it which promotes any tear/damage.
• Made to Product (on demand) will not be returned.

Steps to follow to Return a Product:

• The Customer needs to inform us through call/email within 24 hours of receiving the order.
• The Product should be unused.
• The Invoice should be available.
• We will raise a request for Reverse pickup and try to arrange it from our end. Once the pickup is arranged our courier partner will collect the product within 2-3 business days.
• The customer needs to pack the product with Brand packing & paste the invoice on it.
• The customer will hand over the product to the courier boy.
• Once the pickup is done, the product will be sent to us by the courier partner.
• After receiving the product, a quality check will be done over the product by our team which takes 3 days’ time.
• In case, after receiving the product if we found any discrepancy by our Quality inspection team, we will re-ship the product to the customer and in that case, the customer will have to bear the courier charges for re-shipment in order to receive the product. No courier charges for sending the product will be reimbursed.

Refund Policy:

• The refunds in accordance with the above guidelines shall be as per the following:
• In case of pre-paid order, the refund will be processed through a payment gateway or any other online banking / electronic funds transfer system approved by Reserve Bank India and will reflect in the same account of the customer buying the Product from where the customer has paid the transaction amount.
• For cash on delivery transactions, refunds, if any, will be made via electronic mode/NEFT/UPI, etc. in favor of the customer buying the Products, as per the details provided by the customer.

Refunds / Returns shall NOT be allowed if:

• Return request is made outside the specified time frame of 24 hours as specified above.
• In the case where price tags, labels, original packing, freebies, and accessories, boxes are missing.
• If the Product is damaged by the customer, in any manner as may be determined by Domus Asia at its sole discretion.
• If the Product has been used by the customer.
• If Product sold as combo/sets cannot be returned as individual Product.

Refund Processing Timelines:

After placing the refund request, the amount will be refunded to the customer based on the payment mode chosen by the customer at the time of placing the order.

Following are the refund processing timelines after the item is received by Domus:

Refund Method	Refund Time-Frame
Credit/Debit Card	5-10 Business days
Net Banking (Credited to Bank Account)	5-10 Business days
UPI Linked Bank Account	5-10 Business days