Returns & Refunds policy

At Empathy, customer satisfaction is important to us. This policy governs cancellations, returns, refunds, and replacements for the Empathy Manual Water Pump.

1. Order Cancellation

• Orders can be cancelled within 12 hours of placing the order or before dispatch, whichever is earlier.

• Once the order is shipped, cancellation is not allowed.

• To cancel, contact customer support immediately.

Refund for prepaid cancelled orders will be processed within 5–7 business days.

2. Return & Replacement Policy

Returns/replacements are accepted only under the following conditions:

✅ Product received damaged
✅ Manufacturing defect
✅ Incorrect item delivered

Conditions:

• Complaint must be raised within 48 hours of delivery

• Clear unboxing video and photographs may be required

• Product must be unused and in original packaging

We reserve the right to inspect returned items before approving refund/replacement.

3. Non-Returnable Conditions

We do not accept returns for:

• Damage caused by misuse or improper installation

• Physical damage after usage

• Normal wear and tear

• Incompatibility with non-standard bottles

4. Refund Process

• Once approved, refunds will be processed to the original payment method

• Refund timeline: 5–10 business days depending on bank/payment provider

• In case of Cash on Delivery (COD), refund will be processed via bank transfer/UPI after collecting bank details

5. Shipping Charges

• If return is due to our error (damaged/incorrect product), return shipping is borne by us

• If approved for other eligible reasons, shipping may be deducted from refund amount

6. Mandatory Seller Details (As per E-Commerce Rules)

Business Name: Peacock Agencies
Customer Support Email: contactpeacockagencies@gmail.com
Customer Support Phone: +91 9000900505