Returns & Replacement Policy

Last updated: 20 September 2026

This Returns & Replacement Policy applies to products bought on luxntek.in from Lux Solar Energy Pvt. Ltd. (Luxntek). By placing an order or requesting a return, you agree to this Policy together with our Terms & Conditions, Shipping & Cancellation Policy, and Warranty Policy.

1. Return at the time of delivery

If for any reason you want to return the product, you may refuse or return it at the time of delivery. In such cases the cancellation rules apply (including the 10% placement charge after 24 hours, 15% restocking fee, and non-refundable forward shipping, as applicable).

Send the return request from your registered email ID to info@luxntek.in, or contact sales support on +91 8447270569. You may also open the request in My Account → Returns. Your order number and item details are mandatory.

Approved prepaid refunds are initiated within 7 working days after we process the request (bank and payment-gateway timelines may add further time).

We must be able to confirm that the product has not been used in any way before you asked for the return. After you have accepted delivery, a change-of-mind return is not automatic; it is only considered where this Policy still allows it (condition, packaging, and deductions below). Statutory consumer rights are not limited.

2. Check the product at delivery (POD)

Please check the product thoroughly at the time of delivery. You are expected not to accept goods with visible physical damage or defect. You may refuse delivery, or accept it only after recording suitable remarks on the POD (Proof of Delivery).

If there is no POD remark about damage, defect, or a missing item, Luxntek may decline to replace or refund on that ground. Also email photos/video, the invoice, and the AWB number to info@luxntek.in within 48 hours of delivery if you still need the case reviewed. Do not install the product or discard packaging until the case is assessed.

3. Product condition

Returned products must be unused (except where the issue is a documented defect or transit damage), with original packaging, accessories, manuals, cables, serial labels intact, and a copy of the invoice. Installed, wired, or physically damaged units may be refused except where the defect is covered and documented.

4. Deductions on customer-initiated / change-of-mind returns

For a voluntary return (including a refusal at delivery for reasons other than our error), the refund is the invoice total minus:

• Within 24 hours of placing the order — no 10% placement charge
• After 24 hours of placing the order — 10% of the invoice value
• Restocking fee: 15% of the item value when the product is in resalable condition
• Forward shipping charges billed on the invoice (not refunded)

For quality issues (defect, transit damage, wrong item, missing parts) restocking generally does not apply. Return freight may be arranged by us or reimbursed after the case is approved.

5. Product replacement

Because of the nature of our products, we discourage returns after a satisfactory delivery. If there is an issue with the product, we will assist with replacement or service as the case may be.

Replacement of the device, if required, is considered within 5 days from the date of purchase. After that, the device is repaired under the Warranty / service policy, not replaced as a new unit (except where law requires otherwise).

Replacement is considered in these circumstances, provided all parts are intact and in a functional state unless the complaint is that they were missing or damaged on arrival:

• The product delivered was different from what you ordered (different model, size, make, specifications, etc.)
• The product delivered was damaged, defective, or appeared used
• Some parts or accessories of the product were missing

In those cases you will be provided with a fresh product where stock permits. A refund is issued only if we cannot provide a replacement.

Replacement or refund will not be issued if

• The request is made beyond the time frames in this Policy
• Original packaging and accessories are missing, including the retail box, manuals, cables, and all other items originally included at delivery
• You have used the product, or it is damaged in some way after delivery (except a covered manufacturing defect handled under warranty)
• The product is not in the same condition as you received it
• Any accessory or consumable item has been used or installed
• Serial numbers are tampered with or missing
• Custom, specially ordered, clearance, or items marked non-returnable at checkout

Beyond the replacement window, products are repaired as per the Warranty Policy.

6. Return process

Initiate the return

Write to info@luxntek.in from your registered email, call +91 8447270569, or submit the request in My Account → Returns. Include:

• Order number
• SKU / product you want to return
• Clear images of the product and packaging highlighting the issue (for quality cases: Front, Back, Left, Right, Top, and Bottom of the unpacked product)
• Invoice copy
• Copy of a cancelled cheque if payment was COD, cheque, or bank transfer. If a cancelled cheque is not available, share the account holder’s name, account number, bank name, and IFSC

Do not ship a product back until you have an approved RMA reference. Review any estimated refund breakdown and required acknowledgements in My Account before submitting.

Reverse pickup / self-ship

Once the return is accepted, repack the product in original packing with the invoice and mark the RMA number on the outer carton only. If reverse pickup is available at your location we will advise it. If not, ship the package to the warehouse below with a trackable courier. For approved quality / wrong-item cases, reasonable courier charges are reimbursed. For voluntary returns, return freight is for the customer unless we confirm otherwise.

After dispatch, upload packed-box photos, the AWB / courier label photo, courier name, and tracking number in My Account → Returns.

Product inspection

When the parcel reaches our warehouse we inspect it. Replacement or refund is started only if the request is genuine and the product meets this Policy. If the guidelines are not met, we may send the product back without replacement or refund.

If the final assessed refund differs from the estimate, we will notify you and need your approval of the net refund before payment.

Replacement / refund

A replacement product is typically shipped within 7 working days after inspection, subject to stock. If a replacement cannot be provided, we refund the eligible amount (the full invoice for approved quality / wrong-item cases where we cannot replace; voluntary returns follow the deductions in section 4).

Prepaid refunds go to the original payment mode. For COD, cheque, or NEFT, we use the bank details you supply.

7. Return warehouse

Z-47, DSIDC Industrial Complex, Outer Ring Road, Mangolpuri, Delhi-110083

Always mention your RMA reference on the outer package. Returns sent without an approved RMA may be refused or delayed.

For help, email info@luxntek.in or call +91 8447270569.