Refund & Returns

Refund & Returns

When you can return something and how a refund is processed. This sits alongside — and never overrides — your rights under the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020.

Your rights always come first

We cannot and will not refuse a return, replacement or refund where goods are:

• defective or fail within warranty;
• deficient in quality or quantity;
• spurious or counterfeit;
• not what was advertised — wrong model, wrong specification, or materially different from the listing;
• damaged in transit.

No time window below applies to these. Report the problem and we will resolve it.

Change-of-mind returns

If you simply no longer want an item, you may request a return within 7 days of delivery, provided it is unused, in resaleable condition, and returned in its original packaging with all accessories, manuals and free items included.

Beyond that window, an item that has developed a fault is handled as a warranty claim rather than a return.

What cannot be returned for change of mind

• Custom-configured, special-order or made-to-order items where procurement has started.
• Software, licences and activation keys once redeemed.
• Items with a broken manufacturer seal where the seal protects hygiene or security.
• Consumables and cabling that have been cut or partially used.

These exclusions apply to change-of-mind returns only. A faulty item is always covered.

How to raise a return

1. Sign in and open the order, or contact support with your order number.
2. Choose Return / Warranty and describe the problem. Attach photographs for damage or defect claims — it usually removes a round trip.
3. We issue an RMA number and tell you whether to ship it back or await pickup.

Please keep the original packaging until you are satisfied with the item.

Inspection

Returned goods are inspected on arrival. If a change-of-mind return arrives used, incomplete or damaged by handling, we may reduce the refund to reflect the loss of value, or decline it. We will explain the reason and, if declined, return the item to you at no charge.

Refunds

• Approved refunds go to the original payment method. COD orders are refunded by bank transfer to an account in the buyer's name.
• We process refunds within 7 working days of approving the return, and in any event within the period required by law. Your bank may take a further 3–7 working days to credit it.
• Where the fault is ours — defective, wrong or damaged goods — we refund the full amount including original delivery charges, and we pay return freight.
• For change-of-mind returns, original delivery charges may be retained and return freight may be payable by you. Any deduction is stated before you commit.
• A credit note is issued against the original tax invoice for every refund, as GST law requires.

Ancord Points and coupons

Points redeemed on a refunded order are returned to your balance. A single-use coupon consumed on a fully refunded order is reinstated where its validity period still allows.

If you are not satisfied

Escalate to our Grievance Officer — acknowledgement within 48 hours, resolution within one month. You may also contact the National Consumer Helpline on 1915.