Refund, Cancellation & Replacement Policy

1. Cancellation Before Dispatch

An order may be cancelled before it has been dispatched.

If a cancellation request is received and accepted before dispatch, the customer will receive a full refund of the amount paid for the cancelled product.

No cancellation fee will be charged.

To request cancellation, contact us immediately at:

A cancellation request is valid only if the product has not already been dispatched.

2. Orders Cannot Be Cancelled After Dispatch

Once a product has been dispatched, the order cannot normally be cancelled or returned.

Exceptions apply where:

• The product arrives damaged;
• The wrong product has been delivered;
• The product has a verified manufacturing defect; or
• The product has a verified fault that prevents it from functioning as intended.

3. No Change-of-Mind Returns

Sensiblue products cannot be returned simply because the customer:

• Changes their mind;
• No longer requires the product;
• Orders the wrong product;
• Determines after purchase that their property is unsuitable;
• Is unable to complete the required plumbing or installation work; or
• Decides not to install or use the product.

This applies provided that the Sensiblue device supplied is working correctly and is free from defects or faults.

4. Damaged or Incorrect Products

Customers should inspect the product promptly after receiving it.

Visible shipping damage, missing products or delivery of an incorrect product must be reported to us within 24 hours of delivery.

Customers will be required to provide appropriate evidence, which may include:

• Photographs of the product;
• Photographs of the packaging;
• Video showing the condition of the product;
• Order details; and
• Any other information reasonably required to verify the claim.

5. Defective or Faulty Sensiblue Devices

If a Sensiblue device has a manufacturing defect or fault that prevents it from operating as intended, the customer may be eligible for a replacement or refund, subject to verification.

Before approving a replacement or refund, our technical team will assess the reported issue.

The customer may be required to provide:

• Photographs;
• Videos demonstrating the problem;
• Installation photographs or videos;
• Product serial number;
• Proof of purchase;
• Details regarding how the device was installed and operated; and
• Any additional information reasonably required for technical verification.

Our technical team may conduct troubleshooting or request further evidence to determine whether the issue originates from the Sensiblue device.

Once the defect or fault is verified, Values N Worth Marketing LLP may provide a replacement or approve a refund, depending on the circumstances and applicable warranty terms.

6. Site or Installation Issues Are Not Product Defects

A functioning Sensiblue device will not qualify for a refund because it cannot be installed or operated at a particular property due to site-specific circumstances.

Before purchasing, the customer is responsible for determining whether the property and water system are suitable for Sensiblue.

This includes, but is not limited to:

• Plumbing configuration;
• Available installation space;
• Water pressure;
• Water conditions;
• Existing water-treatment equipment;
• Required plumbing modifications;
• Third-party installation work; or
• Other conditions specific to the property.

Values N Worth Marketing LLP does not conduct a mandatory pre-purchase site assessment.

Customers who are uncertain about installation requirements are encouraged to contact us before completing their purchase.

If the Sensiblue device itself is functioning correctly, site incompatibility or inability to install the device does not qualify for a refund.

7. Installed Products

Installation itself does not remove the customer's rights in relation to a verified defective or faulty device.

However, once a correctly functioning product has been installed, it cannot be returned or refunded because of a change of mind, site suitability issue or decision to discontinue its use.

If an installed device develops or is found to have a verified defect or fault, it will be handled in accordance with this policy and the applicable Sensiblue warranty.

8. Installation Charges

Installation charges and related service charges are non-refundable once the relevant installation or service work has been performed.

Any third-party plumbing, fittings, modifications, labour or other associated costs are also not refundable by Values N Worth Marketing LLP unless expressly agreed otherwise in writing.

A refund for a defective Sensiblue device does not automatically include reimbursement for plumbing, installation or other third-party expenses.

9. Return Shipping

Where the return of a product is required for inspection, replacement or an approved refund, the customer is responsible for securely packing and returning the product.

Unless otherwise required under applicable law or agreed by us in writing, return shipping costs will be borne by the customer.

10. Consumables and Accessories

Opened or used consumables, filters and consumable accessories are non-returnable and non-refundable.

An exception may apply where an item was incorrectly supplied or was defective when delivered.

11. Sensiblue Warranty

Sensiblue is covered by the applicable product warranty, subject to its terms and exclusions.

The warranty applies up to the first of the following limits being reached:

• 7 years
• 700,000 litres of water processed
• 70,000 start/stop cycles

Warranty claims are subject to technical verification.

A warranty does not create a general right to return a correctly functioning product. Verified faults and defects will be handled in accordance with the warranty, this policy and applicable law.

12. Approved Refunds

Where a refund is approved due to a verified defective or faulty product, cancellation before dispatch, duplicate payment or another eligible reason, the refund will be initiated within 7–10 business days after approval.

For online payments made through Razorpay, cards, UPI, Net Banking, EMI or another payment gateway, the refund will normally be returned to the original payment method.

For purchases paid directly through bank transfer, the refund may be processed by bank transfer to the customer's verified bank account.

Additional processing time may be required by the customer's bank or payment provider.

13. When Refunds Are Not Available

Subject to applicable law, refunds will not be provided where the Sensiblue device is functioning correctly and the request results from:

• Change of mind;
• No longer requiring the product;
• Ordering the wrong product;
• Site incompatibility;
• Inadequate or unsuitable plumbing;
• Installation-space constraints;
• Site-specific water pressure or operating conditions;
• Failure to carry out necessary plumbing modifications;
• Problems caused by third-party installation;
• Incorrect installation or use;
• Damage caused by misuse or mishandling;
• Normal wear and tear; or
• Opened or used consumables.

This section does not apply where the Sensiblue device itself has a verified defect or fault.

14. How to Make a Claim

To report a defective, faulty, damaged or incorrectly supplied product, please contact us at:

Please provide:

• Full name;
• Order number;
• Date of purchase;
• Product serial number, where applicable;
• Description of the problem; and
• Relevant photographs and videos.

We may request additional information to verify the issue before approving a replacement or refund.

15. Grievance Officer

For complaints or grievances relating to an order, cancellation, replacement, refund or warranty claim, please contact:

16. Applicable Law

This policy is governed by the applicable laws of India.

Nothing in this policy is intended to restrict or exclude any consumer right or remedy that cannot legally be restricted or excluded under applicable law.