Last updated on 25-03-2026
At PRANAX, we strive to assist our customers as fairly and efficiently as possible. This policy explains the terms and conditions under which cancellations, returns, replacements, exchanges, refunds, and warranty claims may be accepted.

All requests are subject to verification, inspection, and final approval by PRANAX.

1. Cancellation Policy

  • Orders can be cancelled only if the cancellation request is made immediately after placing the order.
  • Once an order has been processed, packed, shipped, or handed over to the courier, cancellation requests may not be accepted.
  • PRANAX reserves the right to decline any cancellation request once order processing has started.

2. Refund Policy

  • Refunds will be issued only if specifically approved by PRANAX.
  • Refund is not guaranteed under any circumstance and will be considered only at the sole discretion of PRANAX.
  • If approved, the refund will generally be processed within 1–2 business days.
  • The actual credit time may vary depending on the bank, payment gateway, or payment method used.
  • Shipping charges, courier charges, COD charges, handling charges, installation charges, testing charges, and service charges are strictly non-refundable, unless specifically approved in writing by PRANAX.

Important:
PRANAX does not guarantee refunds for any product once delivered. In eligible cases, PRANAX may choose to provide repair, replacement, exchange, service support, or partial resolution instead of refund.

3. Mandatory Unboxing Video Requirement

A valid unboxing video is mandatory for any claim related to:

  • damaged product,
  • missing items,
  • wrong product received,
  • physically defective item at delivery,
  • incomplete package,
  • transit damage.

Conditions for a Valid Unboxing Video

The unboxing video must:

  • start before opening the parcel,
  • clearly show the sealed outer package and courier label,
  • clearly capture the entire unboxing process without any cuts or edits,
  • clearly show the product, accessories, packaging, and issue/defect,
  • be continuous and unedited.

No claim for physical damage, missing items, wrong product, transit damage, or incomplete package will be accepted without a valid unboxing video.

This requirement is mandatory and non-negotiable.

4. Return / Replacement / Exchange Eligibility

A product will be eligible for return / replacement / exchange only if approved by PRANAX and only if:

  • the issue is reported within the allowed time,
  • the product is found to be defective, damaged in transit, wrongly delivered, or approved under warranty/replacement conditions,
  • the item is returned in complete original condition.

Original Condition Means

The item must be returned with:

  • original box / packaging,
  • barcode / labels / stickers,
  • all accessories,
  • wires / charger / connectors / manuals / invoice (if applicable),
  • warranty card (if applicable),

and must be free from:

  • customer-caused physical damage,
  • tampering,
  • misuse,
  • scratches / dents / cracks / burns due to use,
  • missing parts,
  • water damage,
  • wiring damage,
  • unauthorized modification or repair.

Any item not returned in complete original condition may be rejected for return, refund, replacement, or exchange.

5. How to Request a Claim

To request a return, refund, exchange, replacement, or warranty support, contact us at:

Email: care@pranax.in

Return Address:
PRANAX
Beleghata Main Road
Kolkata – 700085
West Bengal, India

Before sending any product

  • You must first contact PRANAX and obtain approval.
  • Products sent without prior approval will not be accepted.
  • PRANAX may request:
    • invoice / proof of purchase,
    • issue description,
    • product photos/videos,
    • valid unboxing video,
    • testing details (if required).

6. Damaged / Defective / Wrong Product

Customers must inspect the parcel immediately upon delivery.

If you receive:

  • a damaged item,
  • a defective item,
  • the wrong product,
  • incomplete accessories,
  • or a parcel with missing contents,

you must report it to PRANAX within 2 days of delivery.

Required for such claims

  • Valid unboxing video (mandatory)
  • clear photos/videos,
  • invoice / order details.

Important

  • Claims without a valid unboxing video will be rejected for physical damage / missing / wrong item issues.
  • All claims are subject to technical inspection and verification by PRANAX.

7. Product Not as Expected / Not as Described

If you believe the product received is significantly different from what was ordered, you must notify us within 2 days of delivery.

After reviewing the complaint and available proof, PRANAX will decide the appropriate resolution.

8. Non-Returnable / Non-Refundable Items

The following items are generally not eligible for return or refund:

  • Batteries
  • EV kits
  • Electrical kits
  • Spare parts
  • Custom-made / made-to-order products
  • Personalized products
  • Hazardous materials
  • Flammable goods / liquids
  • Any product that has been:
    • used,
    • installed,
    • altered,
    • tampered with,
    • physically damaged after delivery,
    • returned without original accessories or packaging.

Important

Due to the technical and sensitive nature of these products, they are not returnable once delivered, except in cases where:

  • the wrong item was sent,
  • the item arrived physically damaged (with valid unboxing proof),
  • or the item is found eligible under approved warranty / replacement terms.

In such cases, PRANAX may offer:

  • repair,
  • replacement,
  • service support,
  • exchange,
  • or another suitable resolution,

depending on the issue and inspection result.

Refund is not guaranteed in any such case and shall remain solely at the discretion of PRANAX.

9. Warranty Policy

For products covered under warranty, customers must contact PRANAX at care@pranax.in with the issue details.

All warranty claims are subject to inspection and approval.

Warranty Does Not Cover

Warranty shall not apply in cases of:

  • physical damage,
  • accidental damage,
  • liquid / water damage,
  • wrong installation,
  • incorrect charging,
  • wrong voltage,
  • misuse or abuse,
  • unauthorized opening / repair,
  • burnt parts,
  • wire cuts,
  • connector damage,
  • impact damage,
  • customer negligence,
  • normal wear and tear.

Warranty Resolution May Include

  • repair,
  • replacement,
  • or technical support,

depending on the product condition and PRANAX’s final inspection.

A warranty claim does not automatically qualify for refund. Refund is not guaranteed under warranty cases.

10. Charges for Return / Refund / Exchange / Replacement

The customer shall be responsible for paying all applicable charges related to return, exchange, replacement, refund processing, pickup, reverse logistics, and re-dispatch, including but not limited to:

  • Reverse courier / return shipping charges
  • Forward courier / re-shipping charges
  • Pickup charges
  • Packing / repacking charges
  • Handling charges
  • Testing / inspection charges
  • Repair / service charges
  • Damage recovery / compensation charges
  • Part replacement charges
  • Any applicable convenience / logistics charges

unless PRANAX specifically confirms otherwise in writing.

11. If Product Is Damaged / Defective by Customer

If, upon inspection, the product is found to be:

  • physically damaged by the customer,
  • broken due to misuse,
  • burned due to wrong charging / wiring / installation,
  • water damaged,
  • tampered,
  • opened / repaired by an unauthorized person,
  • incompletely returned,
  • or not in original condition,

then:

All return, replacement, exchange, repair, courier, handling, inspection, testing, and re-dispatch charges shall be fully borne by the customer.

In such cases, PRANAX may:

  • reject the return / refund / exchange / replacement request,
  • offer only paid repair or paid service,
  • ask the customer to pay the full repair / damage / compensation amount,
  • ask the customer to pay the difference amount for replacement,
  • or return the same item back to the customer at the customer’s cost.

12. If Claim Is Found Invalid

If the customer raises a claim for:

  • fake defect,
  • false damage complaint,
  • false missing item complaint,
  • false wrong item complaint,
  • or any unsupported issue,

and the claim is found invalid after inspection, then:

All courier, return, testing, handling, inspection, packaging, and re-shipping charges shall be payable by the customer.

No refund / free replacement / free exchange will be provided in such cases.

13. If Product Is Approved as Genuine Defect

If PRANAX confirms after inspection that the issue is due to:

  • manufacturing defect,
  • approved transit damage,
  • or wrong item sent by PRANAX,

then PRANAX may, at its sole discretion, provide:

  • replacement,
  • repair,
  • exchange,
  • partial support,
  • or another suitable resolution.

Refund is not guaranteed even in such cases, and the mode of resolution shall be decided solely by PRANAX.

14. Exchange Policy

Exchange / replacement is available only in approved cases.

Exchange Process

  • Customer must first contact PRANAX and obtain approval.
  • Customer must send the old product to the PRANAX return address.
  • After receiving and inspecting the old product, PRANAX will dispatch the replacement / new product if approved.

Important Conditions

  • The returned product must be in complete original condition.
  • If the returned item is found to be:
    • damaged,
    • incomplete,
    • tampered,
    • physically broken,
    • misused,
    • or not in original condition,

then PRANAX reserves the right to:

  • reject the exchange,
  • reject the replacement,
  • deduct value,
  • or ask the customer to pay the applicable repair / damage / compensation / difference amount before issuing the new product.

Both reverse and forward courier charges for exchange / replacement shall be borne by the customer unless otherwise approved by PRANAX.

15. Return Shipping Terms

To return a product, customers must ship it to:

PRANAX
Beleghata Main Road
Kolkata – 700085
West Bengal, India

Shipping Terms

  • Customers are responsible for safe and secure packaging before returning any product.
  • PRANAX is not responsible for transit damage during return shipment caused by poor packaging.
  • Customers are strongly advised to use:
    • trackable courier service
    • shipping insurance (for high-value items)

PRANAX does not guarantee receipt of returned items unless they are successfully delivered to our return address.

16. Delivery Timelines

Replacement or exchanged products will be delivered based on:

  • serviceability,
  • courier network,
  • location,
  • transit conditions,
  • and logistics delays.

PRANAX is not responsible for delays caused by:

  • courier companies,
  • transport issues,
  • weather,
  • strikes,
  • or unforeseen logistics disruptions.

17. Right to Accept or Reject Claims

PRANAX reserves the full right to accept, reject, or partially approve any request for:

  • return,
  • replacement,
  • refund,
  • exchange,
  • cancellation,
  • or warranty claim.

Claims may be rejected if:

  • they are outside policy terms,
  • proof is missing,
  • no valid unboxing video is provided,
  • the item is not in original condition,
  • the issue is due to misuse / customer damage / negligence,
  • or the claim is found to be false or fraudulent.

The final decision of PRANAX after inspection and verification shall be binding.

18. Contact Us

For any cancellation, replacement, refund, exchange, or warranty-related query, contact:

Email: care@pranax.in

Return Address:
PRANAX
Beleghata Main Road
Kolkata – 700085
West Bengal, India

Need help?

Contact us at care@pranax.in for questions related to cancellation, refund, exchange and replacement.