At Botloka, we design and build our products with a focus on quality and reliability. In the unlikely event that your product is delivered damaged, incomplete, incorrect or with a manufacturing defect, this policy explains how we will assist you.
This policy applies to products purchased directly from Botloka through www.botloka.com. Products purchased through other authorised sales channels may additionally be subject to the return and replacement procedures of the respective seller.

1. DELIVERY-RELATED ISSUES — REPORT WITHIN 48 HOURS
Customers should inspect the product promptly upon delivery.
Any of the following issues must be reported to Botloka Customer Support within 48 hours of delivery:

• Physical or transit damage to the product;

• Incorrect product delivered;

• Missing accessories or components originally supplied with the product; or

• Product received in a non-functional condition (Dead on Arrival).

Customers may be requested to provide:

• Order details;

• Product serial number;

• Photographs of the product, packaging and shipping label; and/or

• Photographs or videos demonstrating the reported issue.

Prompt reporting enables Botloka to verify the issue and, where applicable, raise a claim with the shipping provider. Delayed reporting may affect Botloka's ability to verify or process delivery-related claims.
Where severe external damage or tampering of the package is apparent at the time of delivery, customers are advised to refuse delivery where reasonably possible and contact Botloka Customer Support.

2. MANUFACTURING DEFECTS — 7-DAY REPLACEMENT PERIOD
If a manufacturing defect becomes apparent within 7 days of delivery, the customer should contact Botloka Customer Support and request a replacement.
Botloka may conduct remote troubleshooting and/or technical verification before approving the request.
Where a manufacturing defect is confirmed, Botloka will ordinarily replace the defective product with the same product at no additional cost to the customer.
A refund will not ordinarily be provided where a replacement product is available.
If Botloka is unable to provide a replacement within a reasonable period due to the product being unavailable or out of stock, the customer may be offered a refund of the amount paid for the product.
Products determined after technical evaluation to be functioning in accordance with their specifications will not be considered defective for the purposes of this policy.
 
3. DEFECTS REPORTED AFTER 7 DAYS
Manufacturing defects reported after the initial 7-day replacement period will be handled in accordance with the applicable Botloka Warranty Policy.
Such products will not ordinarily be eligible for return or refund under this policy solely because a defect arises after the 7-day replacement period.
Nothing in this provision limits any rights available to consumers under applicable law.
 
4. CHANGE-OF-MIND RETURNS
Botloka does not ordinarily accept returns or provide refunds where:

• The customer changes their mind after delivery;

• The customer no longer requires the product;

• The product does not meet a personal preference; or

• The product is functioning in accordance with its specifications but the customer decides not to retain it.

Returns, replacements and refunds are therefore available only in the circumstances specified in this policy, subject always to applicable consumer law.

5. TECHNICAL VERIFICATION
Before approving a replacement, return or refund, Botloka may require the customer to complete reasonable troubleshooting procedures provided by Customer Support or described in the User Manual.
Depending on the nature of the reported issue, Botloka may also require the product to be returned for physical inspection and technical evaluation.
Technical verification may include inspection of:

• The product and its components;

• Product serial number;

• Tamper seals;

• Evidence of physical or liquid damage;

• Accessories and charging equipment; and

• Other information reasonably necessary to determine the cause of the reported issue.

A product determined to be functioning in accordance with its specifications will not qualify for replacement or refund on the basis of a manufacturing defect.
 
6. CONDITIONS WHERE RETURN OR REPLACEMENT MAY BE REFUSED
Returns or replacements may be refused where inspection determines that the issue or damage resulted from:

• Physical damage occurring after delivery;

• Misuse, negligence or operation contrary to the User Manual;

• Water or other liquid ingress;

• Use of an incompatible, unauthorised or incorrectly rated charger or power supply, or charging contrary to the instructions in the User Manual;

• Deliberate or intentional damage;

• Unauthorised repair, modification, disassembly or attempted repair of the product;

• Removal, alteration, damage or breaking of a tamper-evident seal affixed by Botloka to identify unauthorised opening or disassembly of the product;

• Missing original components or accessories supplied with the product; or

• Normal wear and tear of consumable components.

For clarity, opening the product packaging does not constitute breaking the product's tamper seal. The tamper seal referred to above is the seal affixed to the product to indicate whether the product itself has been opened, unscrewed, disassembled or tampered with.
 
7. REPLACEMENT PROCESS
Where a replacement request has been approved:

1. Botloka will provide the customer with instructions for returning the affected product, where return is required.

2. The product will be inspected and technically verified upon receipt.

3. Once the reported defect or delivery issue has been confirmed, Botloka will arrange the replacement.

4. Approved replacements will generally be processed within 7–10 business days after successful technical verification and receipt of the returned product.

Replacement is subject to product availability.
Where a manufacturing defect, Dead on Arrival condition, transit damage is confirmed, Botloka will bear the applicable shipping charges for the approved return and replacement.

8. REFUNDS
For products that have already been delivered, Botloka's remedy under this policy is ordinarily replacement rather than refund.
A refund may be provided where:

• The product qualifies for replacement under this policy but Botloka is unable to provide a replacement within a reasonable period because the product is unavailable or out of stock;

• Botloka cancels an order after payment has been received;

• Botloka is unable to fulfil an order; or

• A refund is otherwise required under applicable law.

Where a refund is approved, Botloka will generally initiate the refund within 7 working days after approval and, where applicable, successful receipt and inspection of the returned product.
Refunds will ordinarily be made to the original payment method used for the purchase.
Once Botloka has initiated the refund, the time taken for the amount to reflect in the customer's account will depend on the payment provider, bank, card issuer or other financial institution. These processing timelines are outside Botloka's direct control.

9. RETURN CONDITIONS
Where Botloka approves the return of a product, the customer must:

• Return all accessories, components and other items originally supplied with the product;

• Ensure that the product does not suffer further damage due to improper handling or packaging; and

• Follow the return and shipping instructions provided by Botloka Customer Support.

Where reasonably possible, the product should be returned in its original packaging. If the original packaging is unavailable, Customer Support will advise the customer regarding suitable packaging for safe transportation.
 
10. CONSUMABLE AND REPLACEABLE COMPONENTS
Consumable accessories and replaceable components are ordinarily not eligible for return or refund unless they are defective upon delivery.
Such components include, but are not limited to:

• Side brushes;

• Filters;

• Cleaning brushes;

• Wheels and tyres subject to normal wear; and

• Other consumable or replaceable accessories supplied separately.

Battery performance, degradation and applicable battery warranty, if any, will be governed by the Botloka Warranty Policy.
 
11. ORDER CANCELLATIONS
For regular orders that have not yet been dispatched, customers may contact Botloka Customer Support to request cancellation.
Where a cancellation is accepted before dispatch, a cancellation and processing charge of up to ₹999 may be deducted from the amount paid, depending on the stage of order processing and costs already incurred by Botloka. The balance amount will be refunded to the original payment method.
Once an order has been dispatched, the order cannot ordinarily be cancelled and change-of-mind returns will not be accepted. Refusal to accept delivery or failure to receive the shipment for reasons attributable to the customer will not, by itself, make the order eligible for a refund.
This does not affect returns, replacements or refunds arising from an eligible manufacturing defect, Dead on Arrival condition, transit damage, incorrect product delivered, or any rights available under applicable law.
Botloka reserves the right to cancel an order where it is unable to fulfil the order, payment verification fails, an order is identified as potentially fraudulent, or for other legitimate operational reasons. Where Botloka cancels a paid order, the full amount paid by the customer will be refunded without any cancellation charge.
 
12. PRE-ORDERS
Pre-orders may be cancelled for a full refund within 7 days of placing the pre-order.Applicable payment-processing charges incurred by Botloka may be deducted from the refund.
After the 7-day cancellation period, the pre-order deposit will ordinarily become non-refundable, as Botloka may have commenced procurement, production or allocation of inventory against the customer's order.
The pre-order deposit will nevertheless be refunded where:

• Botloka cancels the pre-order;

• Botloka is unable to fulfil the pre-order; or

• A refund is otherwise required under applicable law.

Estimated delivery dates communicated for pre-orders are indicative and may be subject to reasonable changes arising from production, supply-chain or logistics circumstances. Botloka will endeavour to communicate material changes to expected delivery timelines.
 
13. REFUSAL OF CLAIMS
Botloka reserves the right to refuse a return, replacement or refund request where:

• There is reasonable evidence of fraud, deliberate misrepresentation or abuse of the return process;

• The product has been tampered with, opened, modified or repaired without authorisation;

• A tamper-evident seal affixed to the product has been removed, altered or broken;

• Information provided by the customer is materially inaccurate or incomplete; or

• Technical inspection determines that the reported condition is inconsistent with the claimed defect.

Any such determination will be made after reasonable evaluation of the available information and the condition of the product.

14. CONSUMER RIGHTS
Nothing contained in this policy is intended to exclude, restrict or limit any rights or remedies available to consumers under the Consumer Protection Act, 2019 or other applicable laws in India.
Where any provision of this policy conflicts with a mandatory requirement of applicable law, the applicable legal requirement will prevail.
 
15. CONTACT BOTLOKA SUPPORT
Customers requiring assistance with an order, delivery, return, replacement or refund may contact:
Botloka Private Limited
Phone: +91 99860 31017
Email: support@botloka.com
Website: www.botloka.com
Customer Support Hours: Monday to Saturday, 10:00 AM–6:00 PM IST