Murugappa Water Technology & Solutions Pvt Ltd (MWTS) is committed to ensuring customer satisfaction. This Cancellation and Refund Policy outlines the terms and conditions for order cancellations, returns, and refunds.
1. Order Cancellation
- Before Shipment:
Customers may cancel their order before it has been shipped by contacting our customer support team. A full refund will be issued to the original payment method. - After Shipment:
If an order has already been shipped, it cannot be canceled. However, customers may initiate a return as per our Return Policy (Section 2). - Custom or Special Orders:
Orders for customized or specially requested products cannot be canceled once they are processed.
2. Return Policy
- Eligibility for Returns:
A product may be returned under the following conditions:- The product is damaged or defective upon delivery.
- The wrong product was delivered.
- There is a manufacturing defect detected within 7 days of delivery.
- Non-Returnable Items:
The following items are not eligible for returns:- Used or installed water purifiers.
- Consumable parts (such as filters, membranes, and UV lamps) unless found defective at the time of delivery.
- Products that are damaged due to improper installation or handling by the customer.
- Return Process:
- Customers must contact our support team within 7 days of receiving the product to initiate a return.
- Provide details, including order number, product issue, and supporting images/videos.
- MWTS will arrange for product pickup or guide the customer on returning the product.
- Upon verification, a replacement or refund will be issued.
3. Refund Policy
- Mode of Refund:
Refunds will be processed to the original payment method used during the purchase. - Processing Time:
- Refunds for canceled orders before shipment will be processed within 5-7 business days.
- Refunds for returned products will be processed within 7-10 business days after the product has been inspected and approved.
- Deductions (if applicable):
- If a return is initiated due to reasons other than damage or defects, return shipping costs may be deducted from the refund.
- If a customer refuses delivery without a valid reason, a restocking fee may apply.
4. Replacement Policy
- Damaged or Defective Products:
If a product is damaged or defective upon arrival, MWTS will replace it at no additional cost. - Wrong Product Received:
If the customer receives an incorrect product, a free replacement will be arranged.
5. Contact Information
For cancellation, return, or refund requests, please contact:
Murugappa Water Technology and Solutions (MWTS)
“Parry House” 3rd Floor,
43, Moore Street,
Chennai – 600 001, India.
Phone: +91 44 25306668, 69, 70, 71 & 72
E-mail: sales@mwts.murugappa.com