Replacement Policy

We inspect every fixture carefully before it leaves our warehouse. If something still arrives damaged, defective, or wrong, we'll make it right with a replacement — that's the core of how we handle post-delivery issues.

1. Our Policy, In Short

• Damaged, defective, or wrong item delivered → we replace it at no extra cost.
• Changed your mind, ordered the wrong finish yourself, or no longer want the item → not eligible; please review specifications and images carefully before ordering, or message us on WhatsApp with questions before you buy.
• No cash refunds are issued under this policy, except where a like-for-like replacement is genuinely not possible (see Section 5).

2. Replacement Eligibility

You may request a replacement within [7 days] of delivery if:

• The item arrived physically damaged (in transit, packaging, or otherwise).
• The item is defective — doesn't power on, has a manufacturing fault, or a component is missing/broken.
• You received a different product, colour, or finish than what you ordered.

To process a replacement, the item must be unused, uninstalled, and returned in its original packaging with all accessories, unless the fault makes this impossible (e.g. arrived pre-broken).

3. Not Eligible for Replacement

• Change of mind, or the item simply not suiting your space once seen in person.
• Products that have been installed, wired in, or used, where the reported issue isn't a manufacturing defect.
• Made-to-order or custom-configured fixtures (e.g. bespoke chandeliers, custom track lengths), unless defective on arrival.
• Clearance / final-sale items, clearly marked as such at checkout.
• Requests raised after the [7-day] window from delivery.

4. How to Raise a Replacement Request

1. Message us on WhatsApp or email within [7 days] of delivery with your order number, clear photos/video showing the damage, defect, or mismatch, and your unboxing video (see Section 2).
2. Our team will review and confirm eligibility, usually within [1–2 business days].
3. Once approved, we'll arrange a reverse pickup (where serviceable) or share drop-off instructions for the faulty item.
4. The replacement unit is dispatched once the original is received back — or, for clearly defective items, we may dispatch the replacement first at our discretion.

5. What Happens Next

• If the exact same product/variant is in stock, we ship a replacement at no extra cost, including reverse pickup and re-delivery.
• If the product/variant is out of stock, we'll offer the closest available alternative, or — only in this specific case — a refund to your original payment method.
• Refunds, where applicable under the above, are processed within [7–10 business days] to your original payment method (or via UPI/bank transfer for Cash on Delivery orders).

6. Order Cancellation

• Orders can be cancelled free of charge before they are shipped — contact us as soon as possible after placing your order.
• Once an order has shipped, it cannot be cancelled; if it arrives damaged, defective, or incorrect, follow the replacement process above.
• Made-to-order / custom items may not be cancellable once production has begun — this will be flagged at checkout.

7. Manufacturer Warranty Claims

Many of our products (Havells, Fanzart, EcoLink, and others) carry a manufacturer warranty that extends well beyond our [7-day] replacement window. For issues arising after that window, we'll help coordinate a warranty claim directly with the brand — reach out with your order number and the issue, and we'll guide you through the process.

8. Contact Us

For any replacement request, reach us at info.bothrakota@gmail.com or +91 93526 00492 — please have your order number and photos ready.