Effective from: 1-Apr-2025
UrjaOne – A Platform by Digital Discom Private Limited

At UrjaOne, we aim to deliver quality solar kits, EV-related products, and energy management services through a seamless and trustworthy platform. However, we recognize that there may be occasions where a customer may seek a refund or replacement. This policy outlines the conditions and processes for requesting a refund or replacement.

1. Eligibility for Refund or Replacement

A refund or replacement may be considered in the following situations only:

• The product delivered is damaged, defective, or not functioning as intended.
• The product received is incorrect or does not match the order.
• The service or digital product (e.g., subscription) could not be delivered or activated due to a platform-side issue.
• The order is cancelled before dispatch.

Note: Custom-made solar kits or special orders are not eligible for return unless they are damaged or incorrect on delivery.

2. Reporting a Concern

To raise a refund or replacement request, please:

1. Contact our support team via support@urjaone.com or call our helpline within 3 days of receiving the product.
2. Share your Order ID, describe the issue clearly, and attach photographs or other relevant documents.
3. Our team will evaluate your request and, if approved, initiate a return pickup or initiate service support.

3. Conditions for Replacement

• The item must be unused, undamaged (except as claimed), and returned in its original packaging along with all accessories, manuals, and tags.
• For physical products, the reverse pickup will be arranged where available. If reverse pickup is not available, you may be required to self-ship the product.
• Replacements will be shipped within 3–5 business days after the returned product is received and inspected.

4. Conditions for Refund

• Refunds will be processed to the original payment method (credit/debit card, UPI, net banking).
• For COD orders, the refund will be processed via bank transfer. Bank account details must be shared securely with our team.
• Refunds will be initiated within 3–5 business days after the request is approved and the product is received (if applicable).

5. Non-Refundable / Non-Replaceable Items

• Services or products returned beyond the stated return window.
• Items found to be mishandled, used, or damaged after delivery.
• Digital services or subscriptions that have already been activated.
• Installation charges or on-site service fees once the service has been delivered.

6. Order Cancellations

• Orders can be cancelled before they are dispatched for a full refund.
• If the product is already shipped, cancellation is not possible. However, you may request a return after receiving the item (as per above terms).

7. Dispute Resolution

UrjaOne will act as a neutral facilitator between buyers and service providers/vendors. All disputes will be handled in accordance with the platform’s standard review and resolution process.

8. Contact Us

For any questions or assistance related to refunds or replacements, please reach out:

UrjaOne Customer Support
📧 Email: support@urjaone.com
📞 Phone: +91-9717199487
🕒 Support Hours: 10:00 AM – 6:00 PM (Monday to Saturday)

UrjaOne is a trusted platform by Digital Discom Private Limited, supporting India’s clean energy transition by offering reliable products, services, and customer care. We are committed to ensuring that your experience with us is smooth, fair, and satisfactory.