Return & Replacement Policy

Every Himajal product is quality-checked before dispatch. If something still goes wrong — a defective unit, the wrong item, or a change of mind before installation — this policy explains exactly how we make it right, in line with the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020. This policy should be read together with our Terms & Conditions and Shipping Policy.

Damaged, defective, or wrong item delivered

Report it within 48 hours of delivery with photos/video (unboxing video preferred). We will arrange a free pickup and provide a full replacement or refund — no questions asked.

Change of mind — before installation

You may return an unopened, unused product in its original packaging, with all accessories, manuals, and the invoice, within 7 days of delivery, provided it has not been installed or plumbed in. We will collect it and issue a full refund once the returned item passes a quality check.

After installation

Once a product has been installed and used, it is no longer eligible for a “return” — this is standard practice for plumbed-in appliances across the industry. Any manufacturing defect discovered after installation is covered under our product Warranty (repair or part replacement), not a refund.

• Used filter cartridges, RO membranes, and consumables (hygiene reasons)
• Annual Maintenance Contract (AMC) fees, once the first service visit has been availed
• Products with a missing, tampered, or altered serial number / warranty seal
• Customised or made-to-order commercial & industrial RO plants
• Installation and service charges once the service has been rendered

1. Contact us at +91-9866139900 or support@himajal.com with your order ID and a description (and photos/video, where applicable) of the issue.
2. Our team verifies eligibility, typically within 24–48 hours, and shares a return authorisation.
3. A pickup is scheduled from your delivery address at no cost to you, for eligible returns.
4. Once the item passes quality check at our facility, we process your replacement or refund.

Prepaid orders (UPI / card / net banking via PayU) are refunded to the original payment method within 7–10 business days of us receiving and verifying the returned product. Your bank may take a further 2–3 business days to reflect the credit.

Cash on Delivery orders are refunded via NEFT bank transfer. You will need to share your account holder name, account number, IFSC code, and bank & branch details. NEFT refunds are processed within 7–10 business days of verification.

We do not issue cash refunds. Refunds are always credited to a verified bank account or the original payment instrument.

• Before dispatch — cancel any time from My Account or by contacting support for a full refund, no charges deducted.
• After dispatch, before delivery — you may refuse delivery; once the item returns to our warehouse, we refund the order value, less any actual forward shipping cost already incurred.
• After delivery or installation — treated under the Return & Replacement or Warranty process above, not as a cancellation.

Replacements are subject to stock availability. If the same model is temporarily unavailable, we will offer the nearest equivalent model or a full refund — whichever you prefer.

A return applies before a product is installed/used. A warranty claim applies once a product is in service and covers manufacturing defects in materials or workmanship — typically a 1–2 year manufacturer warranty as specified for your model, excluding damage from misuse, power fluctuations, unauthorised repairs, or normal wear of consumables like filters. See your product manual or our Terms & Conditions for full warranty terms, or raise a service ticket from My Service.

If you are not satisfied with how your return, replacement, or refund request was handled, you may escalate it to our Grievance Redressal Officer:

• Grievance Officer, Divyank Industries Pvt. Ltd.
• Email: grievance@himajal.com
• Phone: +91-9866139900
• Address: 3-6-198, Vasavi Shreemukh Complex, 2nd Floor, near Westside, Himayatnagar, Hyderabad, Telangana – 500029

In accordance with the Consumer Protection (E-Commerce) Rules, 2020, complaints are acknowledged within 48 hours and resolved within one month of receipt. You may also approach the National Consumer Helpline (1915), the e-Daakhil portal, or the Consumer Disputes Redressal Commission having jurisdiction over your case.