रद्दीकरण और रिफ़ंड नीति

1. Overview

This policy explains when you can cancel an order placed with Monosage Motors Private Limited (“Monosage Motors”, “we”, “us”) — online at monosagemotors.com or at our showroom — and how refunds work. It covers electric vehicles, spare parts and accessories bought from us. Nothing in this policy limits your rights under the Consumer Protection Act, 2019.

2. Cancelling an order

• Before your order is confirmed: while an order shows as Pending, you can cancel it yourself from Account → Order history → Cancel order.
• After confirmation, before dispatch: contact us with your order number and we will cancel it for you.
• After dispatch: once a vehicle or parcel has been dispatched for delivery, the order can no longer be cancelled. Delivered orders cannot be cancelled either — see sections 8 to 10 for returns and problems with a delivery.

We do not charge a cancellation fee.

3. Refunds for online payments (Razorpay)

When an order that you paid online is cancelled, the refund is initiated automatically to your original payment method as soon as the cancellation is processed, through our payment gateway, Razorpay — the same UPI account, card, net-banking account or wallet you paid with. Your bank usually credits it within 5–7 working days. An order is refunded only once, and a refund can never be more than the amount you paid online.

If an automatic refund cannot be completed (for example, because of a temporary problem at the bank or the gateway), our team is alerted immediately and completes the refund manually.

4. Refund timelines

• Cancelled orders paid online: the refund is initiated automatically, to your original payment method, as soon as the cancellation is processed.
• Approved returns and claims (damaged, defective or wrong items): we inspect and give you a resolution within 3–5 working days of receiving your request; an approved refund is initiated on approval.
• Reaching your account: once initiated, an online refund normally reaches your bank account or card within 5–7 working days, depending on your bank.
• Cash and branch payments: refunded by bank transfer or UPI to an account in your name within 7 working days of approval (section 6).

You can follow the refund on the order in your account. If a refund has not reached you within 10 working days of being initiated, please check with your bank first and then contact us with your order number — we will share the refund reference so your bank can trace it.

5. Partial refunds, wallet and coupons

• Partial refunds: when only part of an order is refunded (for example, one item of several, or an agreed price adjustment), the approved amount is refunded to the original payment method.
• Monosage wallet: any part of the order you paid from your Monosage wallet is credited back to your wallet, not to your bank account.
• Coupons: a coupon used on a cancelled order is released so you can use it again while it is valid. Coupon discounts are not paid out as cash.

6. Cash on delivery and payments made at a branch

If you paid in cash or at our branch and a refund is approved, we refund it by bank transfer (NEFT or IMPS) or UPI to an account in your name within 7 working days of approval. We will ask you to confirm your bank details before sending it.

7. Non-refundable charges

Amounts we pay to third parties on your behalf cannot be refunded once paid: RTO registration fees and road tax paid to the Regional Transport Office, and insurance premiums paid to the insurer (cancelling a policy follows the insurer’s own rules).

8. Vehicle returns

Vehicles once registered in your name cannot be returned or refunded unless covered under manufacturer defects, which are handled under the manufacturer warranty after inspection (repair, replacement or refund, as decided under the warranty). As stated on our invoice, goods once sold are not otherwise accepted back — except when a vehicle arrives damaged, defective or different from what you ordered (section 10).

9. Parts and accessories returns

Parts and accessories can be returned only when they are damaged, defective or not what you ordered. Please:

• report visible transit damage to the parcel within 48 hours of delivery, with photos, and missing or wrong items and other defects within 15 days of delivery;
• keep the item unused, in its original packaging, with the invoice;
• not fit it to your vehicle — fitted electrical and battery parts are handled under warranty instead.

After we receive and check the item, we replace it or refund it as described above.

10. Damaged, defective or wrong items

Check your vehicle or parcel at handover and tell the delivery person straight away if anything is wrong. Then:

• Vehicles: inspect the vehicle at handover and note any visible damage on the delivery receipt.
• Visible transit damage to a parcel: report it within 48 hours of delivery, with photos.
• Missing or wrong items and other defects: report them within 15 days of delivery.

For a damaged, defective or wrong item in a delivered order, use Account → Order history → Request a return (or contact us), with photos if you can; use Open a dispute for any other problem. We inspect and give you a resolution — repair, replacement or refund — within 3–5 working days of receiving your request.

11. How to cancel or request a refund

1. Online orders: sign in, open Account → Order history and choose Cancel order (pending orders) or Request a return (damaged, defective or wrong items in delivered orders); use Open a dispute for any other problem with a delivered order. Follow your returns under Account → Returns.
2. Any order: call or WhatsApp +91 6303901269, or e-mail monosagemotors@gmail.com, with your order number and the reason.
3. We confirm by e-mail or phone, and the order status in your account is kept up to date.

12. Payment disputes and chargebacks

If something looks wrong with a payment, please contact us first — most issues are sorted out quickly. Raising a chargeback with your bank for an order that we have already refunded, or are refunding, can delay your money; where a chargeback is raised we share the order and refund details with the bank as required.

13. Contact us

Monosage Motors Private Limited
Registered office & showroom: 1-4-105, Mahabubabad - Yellandu Rd, beside Bajaj Showroom, Shikarkana Gadda, Mahabubabad, Telangana 506101, India
Phone: +91 6303901269 · WhatsApp: +91 6303901269
E-mail: monosagemotors@gmail.com

Complaints are handled by our Grievance Officer — see section 16 of our Terms & Conditions.