Returns & Refunds

We want you to keep your Girnaar purifier or shower filter because it’s doing its job — not because returning it felt like a chore. So this policy is plain, with the exceptions stated up front. If something isn’t right, you have a clear way to sort it out.

This page covers change-of-mind returns, refunds and exchanges. A fault after a while of use is a warranty matter — see Warranty & Support.

Your return window

You can request a return within [7 days] of delivery — we count from the date the courier marks your order as delivered, not when it left our warehouse. Raise the request inside that window and you’re covered; the pickup or inspection can follow a little after.

What qualifies for a return

For a change-of-mind return, the product must come back in resaleable condition:

  • Unused and undamaged — set up and switched on to test is fine; weeks of daily use is not.
  • In the original packaging, with the inner foam, sleeves and protective film intact.
  • All accessories included — remote, adapter, wall mount, hose, spare washers, manuals, freebies — everything from the box.
  • With the invoice or your order ID, so we can match the return to your purchase.

We’re reasonable about honest wear from a quick test. What we can’t accept is a unit that’s clearly been in service, packaging that’s been binned, or a return missing parts.

What we can’t take back — and why

Some items can’t be returned once opened, purely for hygiene — the same reason you can’t return an opened water bottle.

Opened or used filter cartridges — the softener and carbon cartridges in our shower filters, and the filter sets in our air purifiers — are non-returnable once the sealed wrap is broken. Water and air pass directly through this media, so a returned cartridge can’t be verified as clean or resold. A cartridge that’s faulty out of the box is different — we’ll replace it (see below). A sealed spare you never opened can come back within the window; it’s only the opened ones we can’t take.

How to start a return

One message gets it moving. Reach us on [gnr_info field=”whatsapp_link”] or email [gnr_info field=”email”] within your window and include:

  • Your order ID (it’s in your confirmation email and on the invoice).
  • The reason for the return, in a line or two.
  • Photos of the product, accessories and packaging — and a short video if it’s damaged or faulty.

We’ll confirm whether your return qualifies and reply with the next step, usually the same day during our support hours ([gnr_info field=”support_hours”]). Please don’t ship anything back before we confirm — unrequested returns are hard to trace and may not be accepted.

Pickup or self-ship

Where our courier partners service your pincode, we’ll arrange a reverse pickup — keep the packed parcel ready. Where they don’t reach, we’ll ask you to self-ship to our returns address: use a reliable courier and keep the tracking number. We reimburse reasonable, documented shipping for any return that’s our fault; for a change-of-mind return, it’s on you.

Inspection and approval

Once your return reaches us, our team checks it against the conditions above — unused, complete and well-packed — usually within [2–3 working days]. If everything’s in order, we approve the refund or exchange and message you. If something’s missing or the item shows clear use, we’ll tell you honestly what we found and send it back, rather than leave you guessing.

How and when you’re refunded

Once a return is approved, the money comes back like this:

  • Prepaid orders (UPI, card, net banking): refunded to your original payment method, typically within [5–7 working days] of approval. Your bank or UPI app may take a day or two more.
  • Cash-on-delivery orders: with no card to credit, we refund via UPI or bank transfer — we’ll ask for your UPI ID or account details, and the same window applies.

We refund the price you paid for the returned items. Shipping is non-refundable for change-of-mind returns; if the return is our fault, we cover it both ways.

Exchanges

Want the other purifier, a different finish, or to swap a shower filter for a handheld set? An exchange follows the same start-a-return steps — just tell us what you’d like instead. If the new item costs more, we’ll send a payment link for the difference; if it costs less, we refund the balance. Exchanges depend on stock, so we confirm it first.

Damaged or dead on arrival — the fast lane

If your order turns up damaged in transit or simply won’t power on out of the box, you skip the normal queue. Report it within [48 hours] of delivery on [gnr_info field=”whatsapp_link”] or at [gnr_info field=”email”] with your order ID, photos of the damage and packaging, and a short video for a power or leak issue. Once verified, we send a replacement on priority — or a full refund if you’d rather — at no return-shipping cost. Please keep the original packaging until it’s sorted; the courier may need to inspect it.

Warranty issues are handled separately

If a product worked fine and then developed a fault after some use — a motor, a fan, a fitting — that’s covered by the manufacturer warranty, not this returns policy. The process and timelines are different, so head to Warranty & Support. When in doubt, message us and we’ll point you the right way.

Your rights under the law

Nothing in this policy takes away or limits the rights you have as a consumer under the Consumer Protection Act, 2019 and the rules made under it. Where the law gives you a stronger remedy than anything written here, the law applies — this policy sits on top of your statutory rights, not in place of them.

Still have a question?

If anything here is unclear, ask before you buy or ship anything back. The fastest routes are [gnr_info field=”whatsapp_link”] and email at [gnr_info field=”email”]; you can also read our Shipping, Terms & Conditions and FAQ.

[REVIEW WITH A LAWYER BEFORE PUBLISHING — template only]