Return, Refund and Cancellation Policy

1. Order Cancellation

1.1 Cancellation Before Dispatch

Customers may cancel their order only if the order has not yet been dispatched from the Optimist warehouse. Once a cancellation request is received, Optimist will verify the dispatch status. If the product has not left the warehouse, the cancellation will be approved.

Upon approval, the full order value (inclusive of taxes) will be refunded to the original mode of payment. Refunds are processed within five (5) to seven (7) business days, subject to bank processing timelines.

1.2 Cancellation After Dispatch

Once the product has been dispatched, cancellation requests cannot be accepted under any circumstances. This is because the product is already in transit and assigned to logistics and installation workflows. Customers may, however, raise a return or replacement request only if the product qualifies under the conditions listed in Section 3 of this Policy.

2. Delivery and Initial Inspection

At the time of delivery, customers are required to inspect the outer packaging and the product for any visible damage. If the packaging appears damaged, torn, dented, or tampered with, customers should immediately report the same to the delivery personnel and Optimist customer support.

Customers must ensure that the model number and serial number on the product match the invoice provided at the time of delivery. Signing the delivery receipt without noting any damage shall be considered as acceptance of the product in good condition.

Any issues relating to physical damage, missing parts, or wrong product delivery must be reported within forty-eight (48) hours of delivery. Requests raised after this period may not be accepted.

3. Returns and Replacements

3.1 Conditions Under Which Returns Are Accepted

Due to the nature of air conditioners and installation-based appliances, returns are accepted only in limited scenarios. Optimist may accept a return or replacement request if:

• The product is damaged during transit and the damage is reported within 48 hours of delivery.
• An incorrect product or model has been delivered.
• The product is found to be Dead on Arrival (DOA).
• A manufacturing defect is identified and confirmed by an authorized Optimist service engineer at the time of installation.

Returns are not accepted for reasons such as change of mind, cooling preferences, aesthetic expectations, or incorrect purchase decisions.

3.2 Reporting a Return or Replacement

To initiate a return or replacement request, customers must contact Optimist Customer Support at care@optimist.in within 48 hours of delivery. The request must include the order ID, photographs or videos clearly showing the issue, and the serial number of the product.

If the product has already been installed, an installation report from the authorized service engineer may be required for verification.

3.3 Verification and Approval Process

All return or replacement requests are subject to verification. Optimist may arrange for a physical inspection or service engineer visit to validate the reported issue. Replacement or refund will be approved only after the issue is confirmed to be a genuine manufacturing or transit-related problem.

Optimist reserves the right to reject requests that do not meet the eligibility criteria mentioned in this Policy.

4. Installation-Based Limitations

Once a product has been installed, it becomes non-returnable, except in cases where:

• The product is declared DOA by an authorized service engineer, or
• A manufacturing defect is confirmed and the product is deemed non-repairable.

In such cases, Optimist may first attempt to replace the product. If replacement is not feasible due to stock unavailability or other constraints, a refund will be issued.

5. Refund Policy

Refunds are initiated only after the returned product has been received and inspected at the Optimist facility or after verification from the authorized service team. Approved refunds are processed to the original payment method only.

Refund timelines are as follows:

Optimist is not responsible for delays caused by banks or payment gateways.

6. Non-Returnable and Non-Refundable Cases

Returns or refunds shall not be accepted if the product has been used beyond inspection, damaged due to mishandling, installed by an unauthorized technician, or if the serial number is missing or tampered with. Requests raised after the stipulated reporting window will also not be entertained.

Products purchased from unauthorized sellers or resellers are not eligible for return, refund, or warranty support.

7. Marketplace Purchases

For products purchased from third-party marketplaces such as Amazon or Flipkart, the return and refund policy of the respective marketplace shall apply. Customers are required to raise return or cancellation requests directly on those platforms. However, warranty and service support remain valid with Optimist.

8. Warranty vs Returns

Returns are applicable only for delivery-related or DOA issues. Any manufacturing defect identified after installation is covered under warranty, as per the warranty terms provided with the product. Warranty does not cover normal wear and tear, external damage, or issues caused by power fluctuations or site conditions.

9. Customer Support

For any queries or assistance regarding this Policy, customers may contact Optimist at:

10. Policy Updates

Optimist reserves the right to modify or update this Policy at any time without prior notice. The revised Policy will be effective immediately upon publication on the website.

Legal Compliance

This Policy is framed in accordance with:

• Consumer Protection Act, 2019
• Consumer Protection (E-commerce) Rules, 2020
• Indian Contract Act, 1872