Last Updated: June 2024
Overview
ONENOOK INDIA values the trust of its customers. We want every purchase to be a satisfying experience. Our Return and Replacement Policy defines the specific circumstances under which a product return or replacement is accepted. Since electric scooters are high-value physical goods, returns and replacements are subject to inspection and approval by our authorised team.
Conditions for Return or Replacement
A return or replacement request may be accepted only under the following conditions:
- Manufacturing Defect: A verified defect in the product that exists at the time of delivery and is not caused by external factors or customer use.
- Wrong Product Delivered: If the model, colour or variant delivered is different from what was ordered and confirmed.
- Transit Damage: Significant physical damage to the vehicle that occurred during delivery, provided it is reported within 24 hours of receiving the product with photographic evidence.
Requests that do not fall within the above conditions will not be eligible for return or replacement.
Non-Eligible Situations
Returns and replacements will not be accepted in the following situations:
- Change of mind or preference after the vehicle has been delivered and accepted
- Damage caused by the customer after delivery (accidents, drops, water exposure, etc.)
- Defects arising from unauthorised repair, modification or tampering
- Normal wear and tear of tyres, brakes, cables and other consumable parts
- Complaints not reported within the stipulated timeframe
- Minor cosmetic differences between product images and the actual product due to photography or display variations
Conditions for an Eligible Return
To be considered for return or replacement, the product must meet all of the following conditions:
- The vehicle must be unused or driven only for initial inspection purposes
- All original documents (warranty card, invoice, delivery receipt) must be intact and returned
- The vehicle must be returned with all original accessories and packaging where applicable
- The return request must be submitted within 7 days of delivery (for manufacturing defect or wrong product)
- Transit damage must be reported within 24 hours of delivery
Inspection Process
All return and replacement requests are subject to inspection by our authorised team:
- Once a request is raised, our team will review the details and documentation provided
- We may arrange for an on-site inspection of the vehicle or request you to bring it to a designated service point
- The inspection will determine whether the issue qualifies for return or replacement under this policy
- Our decision following inspection will be communicated to you in writing
- If the request is approved, we will arrange for a replacement or initiate a refund as appropriate
Replacement Process
If a replacement is approved:
- We will arrange for the defective or incorrect vehicle to be collected from your location
- A replacement vehicle of the same model and variant will be dispatched within a reasonable timeframe subject to stock availability
- Replacement timelines may vary based on your location and logistics
- If the same model is unavailable, we will discuss suitable alternatives or process a refund
How to Raise a Return or Replacement Request
To initiate a request, contact us as soon as possible within the eligible timeframe: