At Igloo Enterprises, we aim to keep the cancellation, return and refund process clear and fair. This policy explains when an order can be cancelled, which issues may qualify for return or replacement, what supporting information is required and how approved refunds are processed.
Order Cancellation
An order may be cancelled at any time before it has been dispatched. No cancellation charge is currently applied to an eligible cancellation made before dispatch.
Customers who wish to cancel an order should contact Igloo Enterprises as soon as possible through phone, WhatsApp or email. Once an order has been dispatched, it can no longer be cancelled.
How to Request a Cancellation
Customers requesting cancellation should provide the relevant order number and registered contact details so that the order status can be checked. If the order has not yet been dispatched, the cancellation request may be accepted and processed accordingly.
Where a prepaid order is successfully cancelled before dispatch, any applicable refund will be processed according to the refund section of this policy.
Return Eligibility
Returns are considered only for specific verified issues and are not offered as a general change-of-mind return facility. Eligible cases include a product arriving damaged or broken, a damaged or missing part, or a situation where the wrong product has been delivered.
Any eligible issue must be reported within 48 hours of delivery. Customers must provide sufficient supporting information so that the issue can be reviewed and verified before a return, replacement, repair or refund decision is made.
Unboxing Video Requirement
A clear and continuous unboxing video recorded from the moment the sealed package is opened is compulsory when reporting a damaged or broken product, a damaged or missing part, or an incorrect product delivered. The video should clearly show the package, the condition in which it was received and the product as it is removed from the packaging.
Customers may also be asked to provide photographs of the product and packaging, the order number or invoice, a description of the issue and the product model or serial number where available. Complete supporting information helps the team assess the claim more efficiently.
Return Process
Where a return is approved, the customer should follow the instructions provided by Igloo Enterprises. Products should not be sent back independently unless return or collection instructions have first been communicated.
Customers should keep the original packaging, invoice, accessories and all supplied items until the matter has been resolved. For an approved eligible return involving a verified damaged or incorrect product, the applicable return transportation cost will be borne by Igloo Enterprises.
Replacement or Repair
After an eligible issue has been verified, Igloo Enterprises may offer a replacement or repair where appropriate. The available resolution will depend on the product, the nature of the problem, the warranty status and the outcome of the verification process.
Where a product can reasonably be repaired or supported under warranty, service assistance may be provided instead of a replacement or refund. The appropriate solution will be communicated after the claim has been reviewed.
Refund Eligibility
A refund may be approved where a cancellation, return or verified issue qualifies under this policy and where refund is considered the appropriate resolution. Refund eligibility depends on the order status, the nature of the issue and the outcome of any required verification or return process.
For damaged products, missing parts or incorrect products, the refund will only be considered after the claim has been reviewed with the required supporting information.
Refund Processing Timeline
Approved refunds will generally be initiated by Igloo Enterprises within 3 to 7 days after the relevant cancellation, return or claim has been verified. Where a return is required, the refund timeline begins after the necessary return and verification process has been completed.
For online payments, the refunded amount will normally be sent back to the original payment source. The time taken for the refund to appear in the customer’s account may additionally depend on the payment provider, issuing bank or payment network.
Refund Method
For online transactions, approved refunds will generally be returned to the original payment method used for the order. This may include the applicable bank account, card, UPI account or other supported payment source.
Where payment was collected in cash at the shop, an approved refund may be provided in cash where applicable. For B2B transactions, an approved refund may be made through cash, bank transfer or credit note depending on what is agreed for the transaction.
Duplicate or Incorrect Payments
If a customer believes that the same order has been charged more than once or that an incorrect payment amount has been collected, the matter should be reported with the relevant order and transaction details. Igloo Enterprises will review the available payment records before processing any applicable refund.
Where a duplicate payment is verified, the applicable excess amount may be refunded after confirmation. The final credit time may depend on the payment provider or issuing bank after the refund has been initiated.
Warranty and Service Support
Applicable products and components may carry a one-year warranty, subject to the relevant product-specific terms. Air coolers are eligible for home-service support, while service requests are also available for air coolers and televisions.
Customers requesting warranty or service assistance should provide their invoice or proof of purchase together with the relevant product and issue details. Service requests are generally responded to within 24 hours, although the final resolution time may vary depending on the nature of the issue.
Contact for Cancellation, Returns and Refunds
Customers who require assistance with cancellation, return, replacement, refund or warranty-related matters can contact Igloo Enterprises through the official support channels below. Providing the order number, invoice and relevant product or transaction details will help the team review the request more efficiently.
Sales and Order Support: +91-9373265551
Service Coordination: +91-9175717174
Email: support@iglooenterprises.in