Return Policy

Effective Date: January 1, 2025

Last Updated: January 1, 2025

At Castar Marketing, we want you to be completely satisfied with your purchase of the CleanMate V9 robot vacuum. This Return Policy outlines the conditions under which you can return or exchange your product, as well as information about our warranty coverage. Please read this policy carefully before making a purchase.

1. Return Eligibility

We offer a ten-day return window for the CleanMate V9 robot vacuum, calculated from the date of delivery to your address. To be eligible for a return, the following conditions must be met:

1.1 Product Condition

  • Unused: The robot vacuum must be unused, in new condition, and not have been operated or tested beyond initial inspection
  • Original Packaging: The product must be returned in its original packaging with all protective materials intact
  • Complete Accessories: All accessories, components, and documentation included in the original package must be returned, including the charging dock, power adapter, side brushes, filter, cleaning tool, and user manual
  • No Damage: The product and packaging must be free from damage, scratches, stains, or any signs of use
  • Original Labels: All manufacturer labels, serial numbers, and seals must be intact and unaltered

1.2 Items Not Eligible for Return

The following items cannot be returned once the packaging has been opened or the product has been used:

  • Products that have been used, operated, or show signs of wear
  • Products with damaged, incomplete, or missing packaging
  • Products with missing accessories or components
  • Products damaged due to misuse, accidents, or failure to follow the user manual
  • Products with tampered serial numbers or removed labels
  • Products returned after the ten-day return period has expired

2. How to Initiate a Return

If you wish to return your CleanMate V9 within the ten-day return window, please follow these steps:

  1. Contact Customer Support: Reach out to our customer service team within ten days of delivery by phone or email (contact details provided at the end of this policy). Provide your order number, delivery date, and reason for return.
  2. Return Authorization: Our team will review your request and, if approved, provide you with a Return Authorization Number and detailed instructions for shipping the product back to us.
  3. Packaging: Carefully repack the product in its original packaging with all accessories and documentation. Ensure the package is securely sealed to prevent damage during transit.
  4. Shipping: Ship the product to the address provided by our customer service team. You are responsible for return shipping costs unless the return is due to a defect or error on our part.
  5. Inspection: Once we receive the returned product, our team will inspect it to verify that it meets the return eligibility criteria outlined in Section 1.
  6. Refund Processing: If the return is approved after inspection, we will process your refund within seven to ten business days. The refund will be issued to the original payment method used for the purchase.

3. Refund Details

3.1 Refund Amount

  • If the return is approved, you will receive a full refund of the product price (₹24,990)
  • Return shipping costs are the responsibility of the customer unless the return is due to a manufacturing defect or shipping error
  • If the original shipping was free, no shipping charges will be deducted from your refund

3.2 Refund Timeline

  • Refunds are typically processed within seven to ten business days after we receive and inspect the returned product
  • Depending on your payment provider, it may take an additional three to five business days for the refund to appear in your account
  • We will send you an email confirmation once the refund has been processed

3.3 Partial Refunds or Rejections

We reserve the right to issue a partial refund or reject a return if:

  • The product shows signs of use, damage, or wear
  • The original packaging is damaged, incomplete, or missing
  • Accessories or components are missing
  • The product is returned after the ten-day return period
  • The product does not meet the eligibility criteria outlined in Section 1

In such cases, we will contact you to discuss the issue and potential solutions, which may include returning the product to you at your expense.

4. Twelve-Month Warranty

In addition to our ten-day return policy, the CleanMate V9 robot vacuum is covered by a twelve-month manufacturer warranty from the date of purchase. This warranty covers defects in materials and workmanship under normal household use.

4.1 Warranty Coverage

The warranty covers:

  • Manufacturing defects in the robot vacuum, charging dock, or included accessories
  • Malfunctions or failures that occur under normal use as described in the user manual
  • Defective components or parts that fail during the warranty period

4.2 Warranty Exclusions

The warranty does not cover:

  • Normal wear and tear of consumable parts such as brushes, filters, and wheels
  • Damage caused by misuse, abuse, accidents, or failure to follow the user manual instructions
  • Damage resulting from unauthorized repairs, modifications, or disassembly
  • Damage caused by using the product with incompatible accessories or voltage
  • Cosmetic damage such as scratches, dents, or discoloration that does not affect functionality
  • Issues arising from improper storage, exposure to moisture, or extreme temperatures
  • Damage during shipping after the original delivery (unless covered by our return policy)

4.3 How to Make a Warranty Claim

If you believe your CleanMate V9 has a manufacturing defect covered by the warranty, please follow these steps:

  1. Contact Customer Support: Reach out to our customer service team with your order number, purchase date, and a detailed description of the issue. Include photos or videos if possible.
  2. Troubleshooting: Our team may guide you through troubleshooting steps to determine if the issue can be resolved without a return.
  3. Warranty Authorization: If the issue is covered by the warranty, we will provide instructions for returning the product for repair or replacement.
  4. Repair or Replacement: Depending on the nature of the defect, we will either repair the product, replace it with a new or refurbished unit, or issue a refund at our discretion.
  5. Shipping: For warranty claims, we will cover the cost of return shipping to our service center and the cost of shipping the repaired or replacement product back to you.

4.4 Warranty Validity

The twelve-month warranty is valid throughout India. To make a warranty claim, you must provide proof of purchase such as an order confirmation email, invoice, or receipt showing the purchase date and product details.

5. Exchanges

We currently do not offer direct product exchanges. If you wish to exchange your CleanMate V9 for any reason:

  1. Follow the return process outlined in Section 2 to return your original product
  2. Once the return is approved and the refund is processed, you may place a new order for the desired product

This policy ensures that all products are properly inspected and meet our quality standards before being resold or sent to customers.

6. Damaged or Defective Products on Arrival

If your CleanMate V9 arrives damaged or defective due to shipping or a manufacturing issue, please contact us immediately within forty-eight hours of delivery. We will arrange for a replacement or full refund at no cost to you, including return shipping.

To expedite the process, please provide:

  • Your order number and delivery date
  • Photos of the damaged product and packaging
  • A detailed description of the issue

7. Return Shipping

7.1 Customer Responsibility

For standard returns within the ten-day period (non-defective products), the customer is responsible for return shipping costs. We recommend using a trackable shipping method and purchasing shipping insurance, as we cannot be held responsible for items lost or damaged during return transit.

7.2 Company Responsibility

For returns due to manufacturing defects, shipping damage, or errors on our part, we will provide a prepaid shipping label or reimburse your return shipping costs upon approval.

8. Contact Information for Returns and Warranty

For all return and warranty inquiries, please contact our customer service team:

Castar Marketing
Unit 1401, B-Wing, Kanakia Wall Street
Andheri East, Mumbai, Maharashtra 400093, India

Phone: +91 22 4893 7700
Email: support@castar.marketing
Hours: Monday to Friday, 9:00 AM to 6:00 PM IST

Our customer service team is here to assist you with any questions or concerns regarding returns, refunds, or warranty claims. We strive to respond to all inquiries within twenty-four to forty-eight hours.

9. Changes to This Return Policy

We reserve the right to update or modify this Return Policy at any time. Any changes will be posted on this page with an updated "Last Updated" date. We encourage you to review this policy periodically to stay informed about our return and warranty procedures.

10. Governing Law

This Return Policy is governed by and construed in accordance with the laws of India. Any disputes arising from returns, refunds, or warranty claims will be subject to the exclusive jurisdiction of the courts in Mumbai, Maharashtra, India.