Refund & return policy.

You may raise a return request within 7 days of delivery. The clock starts on the date the courier records delivery on the proof of delivery — not the order date and not the invoice date.

These are the cases we accept:

• Unused, uninstalled goods in the original packing with every accessory, the manual and a copy of the GST tax invoice, returned within 7 days of delivery.
• Dead on arrival — the unit does not power up or does not run the motor on first commissioning, with no sign of installation damage.
• Wrong item shipped — the model, HP rating or current rating delivered does not match the model on your tax invoice.
• Short shipment — a unit, controller card or accessory listed on the invoice is missing from the carton.
• Transit damage — the carton or the unit arrived crushed, cracked or wet, and you told us within 48 hours of delivery.

Dead on arrival and a wrong item shipped are always covered, whatever the reason you ordered the unit. Those two cases are our error or the courier’s, and they are handled as a priority.

Contact us first. Call either number, WhatsApp us on +91 87996 73595, or email rhinosolarvfd@gmail.com. Our lines are open Monday to Saturday · 9:30 am to 6:30 pm.

Have this ready — it is what lets us decide the same day instead of asking you twice:

• Your order number and the invoice number printed on the GST tax invoice.
• The model code of the unit, for example RMCS-2312, and the date it was delivered.
• Clear photographs of the unit, of the rating and serial label on its side, and of the carton it arrived in.
• A short video showing the fault — the display, the error or trip code, and the pump behaviour if it is a running complaint.
• For a controller fault: the array open-circuit voltage measured at the input, the motor HP and the pump type.
• The pincode and a contact number at the address the unit will be collected from or dispatched from.

We check the details against your order and, where the request qualifies, we issue you a return reference and the exact address to send the unit to.

The goods must physically reach us and be inspected by our technical team before any refund is approved. This is the pivotal step in this policy. A return reference is permission to send the unit back; it is not by itself an approved refund.

On the bench we check that:

• The model and serial number on the unit match the unit sold on your tax invoice.
• The warranty seal is intact and the enclosure has not been opened, modified or repaired by anyone else.
• There is no reverse-polarity, over-voltage, surge, water-ingress or rodent damage on the board.
• All accessories, cables, sensors and packing listed against the item are in the carton.
• The reported fault is reproducible on our test bench, or the unit is confirmed to be working to its published specification.

We tell you the outcome and the reason on the phone and in writing. If the return is accepted, the refund clock in clause 04 starts. If it is rejected, we explain exactly what we found, and we will either return the unit to you by surface courier at your cost or hold it at our works for collection, whichever you ask for.

Once a return is approved at inspection, we credit the refund within a maximum of 7 working days. That period is counted from the later of two events:

• The date we approve the return after inspecting the goods at our works.
• The date we receive complete and correct bank details from you, where the money cannot go back down the original payment rail.

Both conditions must be met before the clock starts. If your bank details arrive after approval, the 7 working days run from the day the details reach us. Working days are our business days (Monday to Saturday · 9:30 am to 6:30 pm) and exclude Sundays and public holidays.

What the refund covers. Where the return is our error or the courier’s — dead on arrival, the wrong item, a short shipment or transit damage — we refund the invoice value of the goods returned, the GST charged on them and any freight you paid at checkout on that order. Where the return is a change of mind, or a working unit ordered in the wrong model, we refund the invoice value of the goods and the GST on them; the freight already spent on delivering the order to you is not refunded and the return freight is yours.

Where the money goes. We refund to the original payment method wherever the payment rail allows it — a Paytm, UPI or card payment is reversed to the same instrument or the same UPI handle. Where the rail does not allow a reversal, or where you paid by bank transfer, we refund by NEFT to the account you nominate. For a NEFT refund we need the account holder’s name, the account number, the IFSC code and the bank and branch name.

The account holder’s name must match the name on the order and the tax invoice. We do not pay a refund into a third party’s account. If the buyer is a firm or a company, the refund goes back to that firm’s account, not to an individual’s.

The tax document. Every accepted return is settled with a GST credit note raised by Dazzle Robotics Private Limited (GSTIN 24AADCD2072M1ZP) against the original tax invoice, and a copy is sent to you. If you had claimed input tax credit on the original invoice, you must reverse it against that credit note.

Freight liability depends on why the unit is coming back. There is no discretion in this — it is a rule.

We pay when the fault is ours

Dazzle Robotics Private Limited bears the return freight where the unit is defective on arrival, fails inspection as a manufacturing defect, was the wrong item, was short-shipped or was damaged in transit.

• Where our courier serves your pincode, we book a reverse pickup and you pay nothing.
• Where it does not, book the unit back by the cheapest surface courier, keep the receipt, and send us a photograph of it — we reimburse the actual freight along with the refund.
• We reimburse the freight actually paid on the courier receipt. Air freight, same-day services and door-to-door premium services are reimbursed only if we asked for them in writing.

You pay when the unit is fine and the choice changed

The customer bears the return freight where the return is a change of mind, or where a working unit was ordered in the wrong model, the wrong HP rating or the wrong input type.

• You book and pay the courier to send the unit back to the address on your return reference.
• The outbound freight already incurred on delivering that order to you is not refundable on a change-of-mind return.
• A unit that does not reach us, or reaches us damaged because it was poorly packed for the return journey, cannot be refunded — insure or pack accordingly.

The following are not returnable and not refundable. Most of them are damage caused after the unit left us, and none of them is a manufacturing defect.

• Units damaged electrically by the installation — reverse polarity at the input, an array whose open-circuit voltage exceeds the rated input of the controller, a motor whose rating exceeds the controller rating, or dry running against our instructions.
• Damage from lightning, a surge, a grid spike, flooding, water ingress into the enclosure, insect or rodent attack, or fire.
• Units that are physically damaged, dented, burnt or have cut or spliced cables and connectors — unless it is transit damage you reported on time under clause 01.
• Units that have been opened, modified, re-soldered or repaired by anyone other than us, or whose warranty seal is broken, defaced or missing.
• Returns missing accessories, cables, sensors, the manual or the original packaging — unless the item was already missing when the carton reached you and you reported it as a short shipment under clause 01.
• Units that have been installed and used, and are confirmed at inspection to be working to their published specification — a working unit that no longer suits the site is not a defect.
• Made-to-order, customised or specially configured units, and units built or programmed to a specification you supplied.
• Any unit not sold by us, or not covered by a GST tax invoice raised by us.

Freight, handling and any charges already incurred on delivering an order to you are not refundable on a change-of-mind return. Where a return is accepted, the refund is of the invoice value of the goods actually returned and accepted at inspection.

Once 7 days have passed from delivery, a genuine fault stops being a return and becomes a warranty claim. Rhino Solar™ products carry a 12-month warranty from the date of the tax invoice, and the remedy under it is repair or replacement of the unit — not a refund.

Raise a warranty claim exactly as you would raise a return, using clause 02: same numbers, same email, same photographs and video, and we issue a job reference before the unit travels. Warranty service is carry-in to our works at the address below. You arrange the freight to us; where the claim is accepted as a genuine defect, we bear the freight of returning the repaired or replaced unit to you. The exclusions in clause 06 apply to warranty claims in the same way they apply to returns.

Cancelling an order before it ships is a different matter again and is dealt with in our Cancellation Policy. Dispatch and delivery timelines are set out in our Shipping & Delivery policy, and the full warranty terms sit in our Terms & Conditions.

If you disagree with a decision we take under this policy, write to rhinosolarvfd@gmail.com with your return reference in the subject line and ask for it to be reviewed; we will reply in writing with the reason. Nothing in this policy takes away any right you have under the Consumer Protection Act 2019 and the Consumer Protection (E-Commerce) Rules 2020. If we cannot settle a complaint between us, it is subject to the laws of India and to the courts at Gandhinagar, Gujarat.

The commitments on this page, in one table