Cancellation & Return Policy

Effective Date: 31st August 2026
Last Updated: 21st August 2026

At North Bengal Electric Store (NBES), we want customers to receive the correct product in proper condition.

This Cancellation & Return Policy explains when an order may be cancelled, when a product may be returned or replaced, how to report a problem, and how refunds are handled.

1. Order Cancellation Before Dispatch

Customers may request cancellation before an order has been dispatched.

To request cancellation, contact NBES as soon as possible with:

• Order number

• Customer name

• Registered mobile number

• Reason for cancellation

Email: onlinenbes@gmail.com
Phone: +91 740 740 0012 / 0353 252 6400

If cancellation is successfully approved before dispatch, the eligible amount paid by the customer will be refunded to the original payment source, subject to applicable payment-processing timelines.

2. Cancellation After Dispatch

Once an order has been dispatched, cancellation may no longer be possible through the normal cancellation process.

Where cancellation is not possible after dispatch, the customer may need to receive the product and follow the applicable return or rejection procedure.

If a shipment is materially damaged or tampered with at delivery, the customer should notify NBES promptly rather than arranging an unauthorised return.

3. Return Window

For products eligible for return, customers should contact NBES within 7 days of delivery.

Return eligibility may vary according to:

• Product category

• Product condition

• Manufacturer terms

• Installation status

• Nature of the complaint

• Whether the issue is transit-related or manufacturer-related

The applicable product-specific return terms, where provided on the product page, will also apply.

4. Eligible Reasons for Return or Replacement

A return or replacement may be considered where:

A. Product Arrived Damaged

The product or its packaging was damaged during transportation.

Customers should report visible transit damage as soon as possible and preferably within 24 hours of delivery.

B. Wrong Product Received

The product delivered does not match the product ordered, such as an incorrect:

• Product

• Model

• Variant

• Size

• Colour, where the colour is a defined purchasable variant

C. Missing Components

Important product components or accessories listed as included with the product are missing.

D. Manufacturing Defect

The product appears to have a manufacturing defect that is covered under applicable warranty or return terms.

Depending on the manufacturer and product category, the issue may first require inspection or diagnosis by the manufacturer’s authorised service team.

5. Installation-Related Issues

Customers should not independently install products where installation is required or recommended by the manufacturer.

For products such as air conditioners, washing machines, chimneys, hobs, water purifiers or other installation-dependent appliances, installation may need to be completed by the manufacturer or authorised service personnel.

A product malfunction caused by improper self-installation, improper handling, physical modification or unauthorised repair may not qualify for a return or replacement, subject to applicable law and the manufacturer’s warranty terms.

6. Change-of-Mind Returns

Unless specifically stated on the relevant product page or required under applicable law, returns may not be accepted solely because the customer:

• Changed their mind

• Selected the wrong model voluntarily

• Selected the wrong capacity

• No longer requires the product

• Purchased the product elsewhere after placing the order

Because many NBES products are electrical or installation-dependent appliances, customers should confirm the product’s suitability before placing an order.

7. Return Conditions

Where a return is approved, the product should generally be:

• In the condition in which it was received

• Unused, unless the complaint concerns an inherent defect

• Uninstalled where installation has not been authorised or required

• Accompanied by original accessories

• Accompanied by manuals and documentation

• Accompanied by the original invoice where available

• Packed as reasonably securely as possible

Serial numbers, security labels and manufacturer identification marks must not be removed, altered or tampered with.

The condition of returned products will be verified before the final return, refund or replacement decision.

8. Unboxing Video and Evidence

For high-value appliances and transit-damage or missing-item claims, customers are strongly encouraged to record an uninterrupted unboxing video beginning with the sealed outer package and continuing through the opening and inspection of the product.

Useful supporting evidence may include:

• Photographs of outer packaging

• Photographs of internal packaging

• Photographs of damage

• Product serial-number photographs

• Unboxing video

• Invoice/order number

An unboxing video may assist with verification, but the absence of a video will not by itself determine a customer’s statutory rights.

9. Return Request Process

To raise a return or replacement request, contact NBES with:

Order Number
Customer Name
Registered Mobile Number
Product Name/Model
Reason for Request
Photographs or Video, where relevant

Contact:

Email: onlinenbes@gmail.com
Phone: +91 740 740 0012 / 0353 252 6400

Our support team may request additional information or photographs before authorising a return.

10. Inspection and Verification

Returned or disputed products may be inspected by NBES, the delivery partner or the manufacturer’s authorised service team, depending on the nature of the complaint.

For a manufacturing-defect complaint, the manufacturer may need to inspect or diagnose the product before a replacement or refund can be finalised.

Verification may include checking:

• Product condition

• Serial number

• Accessories

• Packaging

• Physical damage

• Installation status

• Technical fault

• Whether the reported issue is covered under applicable warranty or return terms

11. Replacement

Where a return or replacement request is approved and replacement stock is available, NBES may provide a replacement of the same or equivalent product, subject to the circumstances of the case.

If the same product is unavailable, NBES may contact the customer regarding available alternatives or an applicable refund.

12. Refunds

Where a refund is approved, the eligible refund amount will generally be returned through the original payment method or another permitted method.

NBES will initiate the refund after the relevant cancellation, return or verification process has been completed.

Once initiated, the time taken for the refund to appear in the customer’s account may depend on the bank, card issuer, UPI provider or payment gateway.

NBES does not control the processing time of the customer’s bank or external payment provider.

13. Return Shipping Charges

Where a return is approved because the wrong product was delivered, the product arrived damaged, or another issue attributable to NBES or the relevant delivery process is established, NBES will determine the applicable return-shipping arrangement.

Where a return is requested for a reason not covered by this policy, any applicable return or collection charge may be communicated to the customer before the return is arranged.

14. Manufacturer Warranty

Many NBES products come with manufacturer warranties.

A warranty claim may require the involvement of the manufacturer’s authorised service centre.

Warranty coverage may be subject to the manufacturer’s terms, including exclusions relating to:

• Physical damage

• Improper installation

• Voltage fluctuations or electrical faults

• Misuse

• Unauthorised repair

• Normal wear and tear

• Consumable parts

• Commercial use where not covered

• Damage caused after delivery

Warranty terms vary by brand and product and should be checked in the product documentation.

15. Water Purifiers and Installation-Dependent Products

Products such as water purifiers may require installation, commissioning or demonstration by an authorised service provider.

Issues arising after installation may require manufacturer inspection before a return, replacement or warranty resolution is determined.

Customers should retain installation documentation and invoices.

16. Refund for Cancelled or Unfulfilled Orders

If NBES cancels an order because the product is unavailable, the delivery location is unserviceable, a material pricing error has occurred, or another valid operational reason prevents fulfilment, the amount paid for the affected order will be refunded as applicable.

17. Non-Returnable Circumstances

A return may generally be rejected where:

• The product has been materially used or damaged by the customer

• The product has been modified

• A serial number has been removed or altered

• Manufacturer seals or identification labels have been tampered with

• The product has been installed contrary to manufacturer requirements

• Accessories or essential components are missing because of customer handling

• The issue is caused by misuse or unauthorised repair

• The return request falls outside the applicable return period

• The reason for return is not covered by the applicable policy

These restrictions are subject to rights available to consumers under applicable law.

18. Statutory Consumer Rights

Nothing in this Cancellation & Return Policy is intended to remove, restrict or override any right, remedy, refund entitlement or protection available to a consumer under applicable Indian law.

Where applicable law provides a different standard from this policy, the applicable law will prevail.

19. Contact Us

For cancellation, return, replacement or refund assistance:

North Bengal Electric Store (NBES)
Website: https://northbengalelectricstores.com/
Address: Sevoke Road, Ward No. 11, Siliguri – 734001, West Bengal, India
Email: onlinenbes@gmail.com
Phone: +91 740 740 0012 / 0353 252 6400

Grievance Officer: [Insert Name]
Grievance Email: [Insert Email]
Grievance Phone: [Insert Number]