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CANCELLATION & RETURNS

General Cancellations and Returns
Shipping Information

Croma Replacement Policy

Croma offers a replacement-only policy, subject to meeting the specified replacement criteria as per brand warranty terms. Replacement will be provided within the return window only for defective or damaged products.

In cases where a wrong product has been delivered, we will accept the return after a Quality Check and initiate a refund.

Post the return window, only repair support will be offered by the brand as per their warranty terms.

Policy Details

Damaged Product

Picked At Store: Customers are advised to verify the condition of products at the time of purchase. Croma will not accept claims for damage or scratches once the product has been handed over to the customer.
Home Delivery: If the product delivered is damaged, the damage must be reported before the product is activated or used.
We will initiate the replacement after completing the Quality check. If the product has been used or activated, the request will be rejected, and no refund / no replacement will be provided.
If the QC check is passed:
a. A replacement will be initiated if inventory is available.
b. A refund will be provided if inventory is not available.

Defective Product:

For Appliances:

We will arrange for the brand to inspect the product at the customer’s premises.
Based on the confirmation received from the brand for the replacement, a replacement will be initiated.
a. A replacement will be initiated if inventory is available
b. A refund will be provided if inventory is not available.

For Mobiles, Laptops, Desktops, Tablets, Accessories, and Other Carry-In Products:

Customers will be guided to visit the nearest Croma store or the brand service centre to obtain a defect certification.
Based on the confirmation received from the brand for the replacement, a replacement will be initiated.
a. A replacement will be initiated if inventory is available.
b. A refund will be provided if inventory is not available.

Wrong Product:

If the customer receives a product that does not match the description on the product details page, we will facilitate a return and refund for the item after completing a quality check.

Cancellation Policy

The customer can choose to cancel an order any time before it's dispatched. The order cannot be cancelled once it’s out for delivery
Croma reserves the right to cancel any order in case of unforeseen circumstances without any prior intimation to the customer and a full refund will be initiated for the order.

Exclusions:

Gift Items: Gift items are not covered under warranty.
Buyer's Remorse: Issues such as heating, colour, size, feature-related dissatisfaction, or performance issues reported after the product has been used or activated are not eligible for replacement or return.

Additional Notes:

All replacements and returns are subject to verification through Quality checks.
Customers to retain original packaging and invoice for a seamless return or replacement experience.
Refund will be processed within 2 working Days once the product is received by Croma. The applicable refund window may vary, from 5 to 7 working days, depending on the mode of payment used at the time of purchase.
In case of digital products, which can store data, the customer must ensure that all personal information from the device is erased before processing the return. Croma shall not be liable in any manner for loss, misuse, or usage of such information.
Replacement/Refund is not applicable for any software-related issues.
Croma reserves the right to change or update the return policy without any prior notice.

RETURN/REPLACEMENT APPLICABLE WINDOW

Category	No. of Days
Mobile Phones	7 days
Laptop	7 days
Tablet	7 days
Desktop	7 days
Cameras	7 days
Vacuum Cleaner	7 days
OTG	7 days
Water Dispenser	7 days
Kitchen Appliance	7 days
Bluetooth Speaker	7 days
Other Accessories	7 days

Category	No. of Days
Electric Chimney	7 days
Gas Stove	7 days
Hob	7 days
Water Purifier	7 days
Dishwasher	7 days
Built-in Microwave Oven	7 days
Microwave	7 days
Flour Mill	7 days
Home Theatre	7 days
Sound Bars	7 days
Air Conditioner	7 days
Refrigerators	7 days
Washing Machine	7 days
Dryer	7 days
Geyser	7 days
Television (LED)	7 days

CATEGORY – RETURN POLICY

Digital

–Mobile Phones

DEFECTIVE/WRONG PRODUCT
1. In an unlikely event of the product delivered being defective or being different from what was ordered, the return request must be raised within the applicable return window.
2. Replacement is eligible only in cases of hardware related issues as certified by the brand in its technical report. Croma may request you to visit the nearest Croma store or an authorized brand service center to generate the technical report.
3. No replacement will be offered in case of software-related issues. Customers will be requested to visit the nearest Croma store or an authorized brand service center for a resolution as per the brand’s warranty terms.
DAMAGED PRODUCT/MISSING PARTS OR ACCESSORIES
1. In cases when the product delivered is damaged, a replacement request should be raised within 48 hours of order delivery. Any request raised after the applicable replacement window will be rejected.
2. The Croma team will contact the customer to ascertain details of the damage or the missing parts/accessories before issuing the replacement. Please note that replacement will be provided only if the damage is not caused by the customer in any manner whatsoever.
RETURNS
1. The product to be replaced/returned must be in its original condition along with the brand/manufacturer box, MRP tag intact, user manual, warranty card and all in-the-box accessories.
Please note that once the applicable return window has been exhausted, customers will be directed to the nearest Croma store or an authorized brand service center for resolution as per the brand’s warranty terms.

–Laptops

DEFECTIVE/WRONG PRODUCT
1. In an unlikely event of the product delivered being defective or being different from what was ordered, the return request must be raised within the applicable return window.
2. Replacement is eligible only in cases of hardware related issues as certified by the brand in its technical report. Croma may request you to visit the nearest Croma store or an authorized brand service center to generate the technical report.
3. Croma may request you to connect with the brand service team for an online trouble-shooting, to generate the brand technician’s report. Basis the technician’s report, the brand service team will resolve the issue online or arrange for the engineer to visit and facilitate the product repair or replacement as per the brand’s warranty terms.
4. No replacement will be offered in case of software-related issues. Customers will be requested to visit the nearest Croma store or an authorized brand service center for a resolution as per the brand’s warranty terms.
DAMAGED PRODUCT/MISSING PARTS OR ACCESSORIES
1. The Croma team will contact the customer to ascertain details of the damage or the missing parts/accessories before issuing the replacement. Please note that replacement will be provided only if the damage is not caused by the customer in any manner whatsoever.
RETURNS
1. The product to be replaced/returned must be in its original condition along with the brand/manufacturer box, MRP tag intact, user manual, warranty card and all in-the-box accessories.
Please note that once the applicable return window has been exhausted, the customer will be directed to the brand service team for an online troubleshooting and the resolution will be provided as per the brand’s warranty terms.

–Tablets

DEFECTIVE/WRONG PRODUCT
1. In an unlikely event of the product delivered being defective or being different from what was ordered, the return request must be raised within the applicable return window.
2. Replacement is eligible only in cases of hardware related issues as certified by the brand in its technical report. Croma may request you to visit the nearest Croma store or an authorized brand service center to generate the technical report.
3. No replacement will be offered in case of software-related issues. Customers will be requested to visit the nearest Croma store or an authorized brand service center for a resolution as per the brand’s warranty terms.
DAMAGED PRODUCT/MISSING PARTS OR ACCESSORIES
1. In cases when the product delivered is damaged, a replacement request should be raised within 48 hours of order delivery. Any request raised after the applicable replacement window will be rejected.
2. The Croma team will contact the customer to ascertain details of the damage or the missing parts/accessories before issuing the replacement. Please note that replacement will be provided only if the damage is not caused by the customer in any manner whatsoever.
RETURNS
1. The product to be replaced/returned must be in its original condition along with the brand/manufacturer box, MRP tag intact, user manual, warranty card and all in-the-box accessories.
Please note that once the applicable return window has been exhausted, customers will be directed to the nearest Croma store or an authorized brand service center for resolution as per the brand’s warranty terms

–Desktops

DEFECTIVE/WRONG PRODUCT
1. In an unlikely event of the product delivered being defective or being different from what was ordered, the return request must be raised within the applicable return window.
2. Replacement is eligible only in cases of hardware related issues as certified by the brand in its technical report. Croma may request you to connect with the brand service team for an online troubleshooting, to generate the brand technical report. Basis the technician’s report, the brand service team will resolve the issue online or arrange for the engineer to visit and facilitate the product repair or replacement as per the brand’s warranty terms.
3. No replacement will be offered in case of software-related issues. The resolution will be provided as per the brand’s warranty terms.
DAMAGED PRODUCT/MISSING PARTS OR ACCESSORIES
1. The Croma team will contact the customer to ascertain details of the damage or the missing parts/accessories before issuing the replacement. Please note that replacement will be provided only if the damage is not caused by the customer in any manner whatsoever.
RETURNS
1. The product to be replaced/returned must be in its original condition along with the brand/manufacturer box, MRP tag intact, user manual, warranty card and all in-the-box accessories.
Please note that once the applicable return window has been exhausted, the customer will be directed to the brand service team for an online troubleshooting and the resolution will be provided as per the brand’s warranty terms.

–Cameras

DEFECTIVE/WRONG PRODUCT
1. In an unlikely event of the product delivered being defective or being different from what was ordered, the return request must be raised within the applicable return window.
2. Replacement is eligible only in cases of hardware related issues as certified by the brand in its technical report. Croma may request you to visit the nearest Croma store or an authorized brand service center to generate the technical report.
3. No replacement will be offered in case of software-related issues. Customers will be requested to visit the nearest Croma store or an authorized brand service center for a resolution as per the brand’s warranty terms.
DAMAGED PRODUCT/MISSING PARTS OR ACCESSORIES
1. The Croma team will contact the customer to ascertain details of the damage or the missing parts/accessories before issuing the replacement. Please note that replacement will be provided only if the damage is not caused by the customer in any manner whatsoever.
RETURNS
1. The product to be replaced/returned must be in its original condition along with the brand/manufacturer box, MRP tag intact, user manual, warranty card and all in-the-box accessories.
Please note that once the applicable return window has been exhausted, customers will be directed to the nearest Croma store or an authorized brand service center for resolution as per the brand’s warranty terms.

Entertainment

–Television

DEFECTIVE/WRONG PRODUCT
1. In an unlikely event of the product delivered being defective or being different from what was ordered, the return request must be raised within the applicable return window.
2. Replacement is eligible only in case of hardware related issue as certified by the brand. Croma team will align the brand’s technician visit from an authorized brand service center to generate a technical report.
3. No replacement will be offered in case of software-related issues. A resolution will be provided as per the brand' warranty terms.
DAMAGED PRODUCT/MISSING PARTS OR ACCESSORIES
1. The Croma team will contact the customer to ascertain details of the damage or the missing parts/accessories before issuing the replacement. Please note that replacement will be provided only if the damage is not caused by the customer in any manner whatsoever.
RETURNS
1. The product to be replaced/returned must be in its original condition along with the brand/manufacturer box, MRP tag intact, user manual, warranty card and all in-the-box accessories.
2. Return/Refund will not be eligible if the product has been opened by the customer before the installation. The packaging has to be opened only by the Croma delivery associate or an authorized installation partner.
3. If the product is found in a non-working condition at the time of installation, the customer will have to get a job sheet from the technician stating the same. The replacement will be provided basis the brand technician’s report.
4. For any product related issues, after the installation but within the return window, the customer will have to call the Croma Helpline number +91 7207-666-000 or write an email to customersupport@croma.com. Croma will align the brand technician’s visit within 2-3 working Days. The replacement will be provided only in case of hardware related issue as certified by the brand’s technician.
5. Refund would be provided only in cases where the same product/model is not available in stock.
Please note that once the applicable return window has been exhausted, Croma will align the technician visit within 2-3 working Days and provide resolution as per brand warranty terms.

–AUDIO (Home Theatres & Soundbars)

DEFECTIVE/WRONG PRODUCT
1. In an unlikely event of the product delivered being defective or being different from what was ordered, the return request must be raised within the applicable return window.
2. Replacement is eligible only in case of hardware related issue as certified by the brand. Croma team will align the brand’s technician visit from an authorized brand service center to generate a technical report.
3. No replacement will be offered in case of software-related issues. A resolution will be provided as per the brand' warranty terms.
DAMAGED PRODUCT/MISSING PARTS OR ACCESSORIES
1. The Croma team will contact the customer to ascertain details of the damage or the missing parts/accessories before issuing the replacement. Please note that replacement will be provided only if the damage is not caused by the customer in any manner whatsoever.
RETURNS
1. The product to be replaced/returned must be in its original condition along with the brand/manufacturer box, MRP tag intact, user manual, warranty card and all in-the-box accessories.
2. Return/Refund will not be eligible if the product has been opened by the customer before the installation. The packaging has to be opened only by the Croma delivery associate or an authorized installation partner.
3. If the product is found in a non-working condition at the time of installation, the customer will have to get a job sheet from the technician stating the same. The replacement will be provided basis the brand technician’s report.
4. For any product related issues, after the installation but within the return window, the customer will have to call the Croma Helpline number +91 7207-666-000 or write an email to customersupport@croma.com. Croma will align the brand technician’s visit within 2-3 working Days. The replacement will be provided only in case of hardware related issue as certified by the brand’s technician.
5. Refund would be provided only in cases where the same product/model is not available in stock.
Please note that once the applicable return window has been exhausted, Croma will align the technician visit within 2-3 working Days and provide resolution as per brand warranty terms.

–Audio (Bluetooth Speakers)

DEFECTIVE/WRONG PRODUCT
1. In an unlikely event of the product delivered being defective or being different from what was ordered, the return request must be raised within the applicable return window.
2. Replacement is eligible only in case of hardware related issue as certified by the brand. Croma team will align the brand’s technician visit from an authorized brand service center to generate a technical report.
3. No replacement will be offered in case of software-related issues. A resolution will be provided as per the brand' warranty terms.
DAMAGED PRODUCT/MISSING PARTS OR ACCESSORIES
1. The Croma team will contact the customer to ascertain details of the damage or the missing parts/accessories before issuing the replacement. Please note that replacement will be provided only if the damage is not caused by the customer in any manner whatsoever.
RETURNS
1. The product to be replaced/returned must be in its original condition along with the brand/manufacturer box, MRP tag intact, user manual, warranty card and all in-the-box accessories.
2. Replacement will be provided for products only in case of hardware related issue as certified by the brand.
3. Refund would be provided only in cases where the same product/model is not available in stock.
Please note that once the applicable return window has been exhausted, customers will be directed to the nearest Croma store or an authorized brand service center for resolution as the per brand’s warranty terms.

Home & Kitchen

–Home Appliances (Refrigerators, Washing Machines, Air Conditioners, Dryers, Geysers, Vacuum Cleaners)

DEFECTIVE/WRONG PRODUCT
1. In an unlikely event of the product delivered being defective or being different from what was ordered, the return request must be raised within the applicable return window.
2. Replacement is eligible only in case of hardware related issue as certified by the brand in its technical report. Croma team will align the brand’s technician visit from an authorized brand service center to generate a technical report.
3. No replacement will be offered in case of software-related issues. A resolution will be provided as per the brand' warranty terms.
DAMAGED PRODUCT/MISSING PARTS OR ACCESSORIES
1. The Croma team will contact the customer to ascertain details of the damage or the missing parts/accessories before issuing the replacement. Please note that replacement will be provided only if the damage is not caused by the customer in any manner whatsoever.
RETURNS
1. The product to be replaced/returned must be in its original condition along with the brand/manufacturer box, MRP tag intact, user manual, warranty card and all in-the-box accessories.
2. If the product is found in a non-working condition at the time of installation, the customer will have to get a job sheet from the technician stating the same. The replacement will be provided basis the brand technician’s report.
3. For any product related issues, after the installation but within the return window, the customer can connect with Croma from the ‘My Account’ Section on www.croma.com or call the Croma Helpline number +91 7207-666-000 or write an email to customersupport@croma.com. Croma will align the brand technician’s visit within 2-3 working Days. The replacement will be provided only in case of hardware related issue as certified by the brand’s technician.
4. Refund would be provided only in cases where the same product/model is not available in stock.
Please note that once the applicable return window has been exhausted, Croma will align the technician visit within 2-3 working Days and provide a resolution as per the brand’s warranty terms.

–Home Appliances (Electric Chimney, Gas Stove, Hob, Water Purifier, Dishwasher, Built-in Microwave Oven, Microwave, OTG, Water Dispenser, Flour Mill)

DEFECTIVE/WRONG PRODUCT
1. In an unlikely event of the product delivered being defective or being different from what was ordered, the return request must be raised within the applicable return window.
2. Replacement is eligible only in case of hardware related issue as certified by the brand in its technical report. Croma team will align the brand’s technician visit from an authorized brand service center to generate a technical report.
3. No replacement will be offered in case of software-related issues. A resolution will be provided as per the brand' warranty terms.
DAMAGED PRODUCT/MISSING PARTS OR ACCESSORIES
1. The Croma team will contact the customer to ascertain details of the damage or the missing parts/accessories before issuing the replacement. Please note that replacement will be provided only if the damage is not caused by the customer in any manner whatsoever.
RETURNS
1. The product to be replaced/returned must be in its original condition along with the brand/manufacturer box, MRP tag intact, user manual, warranty card and all in-the-box accessories.
2. If the product is found in a non-working condition at the time of installation, the customer will have to get a job sheet from the technician stating the same. The replacement will be provided basis the brand technician’s report.
3. For any product related issues, after the installation but within the return window, the customer will have to call the Croma Helpline number +91 7207-666-000 or write an email to customersupport@croma.com. Croma will align the brand technician’s visit within 2-3 working Days. The replacement will be provided only in case of hardware related issue as certified by the brand’s technician.
4. Refund would be provided only in cases where the same product/model is not available in stock.
Please note that once the applicable return window has been exhausted, Croma will align the technician visit within 2-3 working Days and provide a resolution as per the brand’s warranty terms.

–Kitchen Appliances (Carry-in Products)

DEFECTIVE/WRONG PRODUCT
1. In an unlikely event of the product delivered being defective or being different from what was ordered, the return request must be raised within the applicable return window.
2. Replacement is eligible only in case of hardware related issue as certified by the brand in its technical report. Croma team will align the brand’s technician visit from an authorized brand service center to generate a technical report.
3. No replacement will be offered in case of software-related issues. A resolution will be provided as per the brand' warranty terms.
DAMAGED PRODUCT/MISSING PARTS OR ACCESSORIES
1. The Croma team will contact the customer to ascertain details of the damage or the missing parts/accessories before issuing the replacement. Please note that replacement will be provided only if the damage is not caused by the customer in any manner whatsoever.
RETURNS
1. The product to be replaced/returned must be in its original condition along with the brand/manufacturer box, MRP tag intact, user manual, warranty card and all in-the-box accessories.
2. Replacement will be provided for products only in case of hardware related issue as certified by the brand.
3. Refund would be provided only in cases where the same product/model is not available in stock.
Please note that once the applicable return window has been exhausted, Croma will align the technician visit within 2-3 working Days or the customers will be directed to the nearest brand service center for resolution as per the brand’s warranty terms.

Accessories

DEFECTIVE/WRONG PRODUCT
1. In an unlikely event of the product delivered being defective or being different from what was ordered, the return request must be raised within the applicable return window.
2. Replacement is eligible only in case of hardware related issue as certified by the brand. Croma team will align the brand’s technician visit from an authorized brand service center to generate a technical report.
3. No replacement will be offered in case of software-related issues. A resolution will be provided as per the brand' warranty terms.
DAMAGED PRODUCT/MISSING PARTS OR ACCESSORIES
1. The Croma team will contact the customer to ascertain details of the damage or the missing parts/accessories before issuing the replacement. Please note that replacement will be provided only if the damage is not caused by the customer in any manner whatsoever.
RETURNS
1. The product to be replaced/returned must be in its original condition along with the brand/manufacturer box, MRP tag intact, user manual, warranty card and all in-the-box accessories.
2. Replacement will be provided for products only in case of hardware related issue as certified by the brand.
3. Refund would be provided only in cases where the same product/model is not available in stock.
Please note that once the applicable return window has been exhausted, customers will be directed to the nearest Croma store or an authorized brand service center for resolution as the per brand’s warranty terms.

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