RETURN & REFUND POLICY

Master

 

Legal Basis This policy is framed in compliance with the Consumer Protection Act, 2019; Consumer Protection (E-Commerce) Rules, 2020; Information Technology Act, 2000; BIS Standards applicable to pressure cookers and kitchen appliances; and General principles of Indian contract law.

 

At Master (hereinafter referred to as 'We', 'Us', or 'Company'), we are committed to ensuring complete satisfaction with your purchase. This Return & Refund Policy ('Policy') describes the conditions under which you may return products purchased from www.masterindia.in and the refund process that follows.

This Policy forms an integral part of our Terms & Conditions and must be read in conjunction with our Shipping & Delivery Policy. By placing an order on our website, you agree to the terms of this Policy.

 

As a consumer in India, you are entitled to the following rights under the Consumer Protection Act, 2019:

•       Right to be protected against defective goods and unfair trade practices.

•       Right to seek redressal against exploitation or unfair contracts.

•       Right to timely resolution of consumer disputes.

•       Right to be informed about the quality, quantity, potency, purity, and price of goods.

The Consumer Protection (E-Commerce) Rules, 2020 further require that e-commerce entities provide transparent information about return, refund, exchange, and grievance redressal policies. This Policy is drafted to meet and exceed those requirements.

 

3.1 General Return Window

Products purchased on www.masterindia.in are eligible for return within 7 (seven) calendar days from the date of delivery, subject to the conditions outlined below.

3.2 Eligibility Criteria

A return request will be accepted only when ALL of the following conditions are satisfied:

•       The return request is raised within 7 days of delivery.

•       The product is unused, unwashed, and in its original condition.

•       The product is returned in its original packaging with all accessories, manuals, warranty cards, and invoice.

•       The product has a manufacturing defect, is damaged in transit, or is significantly different from what was ordered.

•       Photo/video evidence of the defect or damage is provided at the time of raising the request.

3.3 Non-Returnable Items

The following products and situations are NOT eligible for return:

•       Products that have been used, installed, or altered.

•       Products with physical damage caused by the customer (drops, scratches, misuse).

•       Spare parts (gaskets, handles, valves, weights, hose pipes) once opened or installed.

•       Products returned without original packaging, accessories, or invoice.

•       Products where the return request is raised after 7 days of delivery.

•       Free gifts, promotional items, or combo products (unless the defect is in all items of the combo).

•       Products damaged due to improper use, negligence, or failure to follow the instruction manual.

 

 

Category	Return/Replacement Eligibility
Pressure Cookers	Eligible if: DOA (Dead on Arrival), manufacturing defect, wrong product delivered. Not eligible if: rubber gasket torn due to misuse, normal wear and tear.
Triply & Non-Stick Cookware	Eligible if: coating peeling on delivery (factory defect), dents from transit damage. Not eligible if: damaged by high heat, metal utensils, or dishwasher use.
Gas Stoves	Eligible if: burner not igniting from day 1, glass top cracked in transit. Not eligible if: physical damage by customer after delivery.
Mixer Grinders & Wet Grinders	Eligible if: motor not starting (DOA), wrong wattage delivered. Not eligible if: jar damaged post-delivery, blades blunted by misuse.
Electric Kettles & Sandwich Toasters	Eligible if: not heating (DOA), visible transit damage. Not eligible if: cosmetic wear, cord damage by customer.
Spare Parts	Returns NOT accepted once packaging is opened, due to hygiene and safety reasons.

 

To initiate a return, please follow these steps:

•       Step 1: Contact our Customer Support within 7 days of delivery via:

•       Email: hello@masterindia.in

•       Phone/WhatsApp: As listed on the Help & Support page at www.masterindia.in/pages/contact

•       Support Hours: Monday to Saturday, 9:00 AM to 6:00 PM

•       Step 2: Provide the following details:

•       Order ID / Invoice Number

•       Product name and description of the issue

•       Clear photographs or video of the defect / damage

•       Your registered mobile number and delivery address

•       Step 3: Our team will review your request within 2 business days and communicate approval or rejection.

•       Step 4: If approved, our logistics partner will schedule a reverse pickup from your delivery address within 3-5 business days.

Important: Do NOT self-ship the product without prior written approval from Master. Returns sent without approval will not be accepted and no refund will be processed.

 

6.1 Refund Timeline

Once the returned product is received and inspected at our warehouse, refunds will be processed as follows:

 

Category	Return/Replacement Eligibility
Prepaid Orders (UPI / Net Banking / Card)	Refund initiated within 5-7 business days of return receipt. Credit to your account within 7-10 business days depending on your bank.
Cash on Delivery (COD) Orders	Refund via Bank Transfer (NEFT/IMPS) or UPI within 7-10 business days. You must provide your bank account details / UPI ID when raising the return request.
Wallet / EMI Payments	Refund to original payment source within 7-10 business days, subject to the policies of the respective payment provider.

 

6.2 Refund Amount

The refund amount will be the full invoice value of the returned product(s), including any taxes paid. Shipping charges are non-refundable unless the return is due to a defect or an error on our part. In cases where a 'Free Shipping' offer was applied and the return reduces the order value below the free shipping threshold, the applicable shipping charge may be deducted.

6.3 Partial Refunds

Partial refunds may be granted in the following situations:

•       A combo product is partially returned (only the defective item).

•       A product is returned with missing accessories, provided the return is otherwise eligible.

•       The product shows signs of partial use but is still accepted at our discretion.

 

Where a product is found to be defective or damaged, you may opt for a replacement instead of a refund. Replacements are subject to product availability. If the exact product is unavailable, we will offer:

•       A replacement of equivalent or higher specification at no additional cost, OR

•       A full refund as described in Section 6.

Replacement orders will be dispatched within 5-7 business days of the returned product being received and inspected at our warehouse.

 

Master products are covered by manufacturer warranties (duration varies by product category). Warranty claims are different from return requests and are handled separately. For warranty-related issues arising after the 7-day return window, please refer to:

•       Warranty Policy: www.masterindia.in/pages/warranty

•       Warranty claims cover manufacturing defects only and do not cover physical damage, misuse, or normal wear and tear.

•       BIS-certified products (such as pressure cookers) must be used strictly as per the instruction manual to maintain warranty validity.

 

Orders may be cancelled before they are dispatched from our warehouse. To cancel an order:

•       Log in to your account at www.masterindia.in and use the 'Cancel Order' option, OR

•       Contact Customer Support during support hours.

If the order has already been shipped, the cancellation request cannot be processed. In such cases, you may refuse delivery or initiate a return after delivery as per this Policy.

Refunds for cancelled orders will be processed within 5-7 business days to the original payment method.

 

In the event that you receive a product that is:

•       Visibly damaged during transit (dented packaging, broken glass top, cracked body), OR

•       Significantly different from what you ordered (wrong model, wrong colour, wrong size),

please raise a complaint within 48 hours of delivery with photographic evidence. We will arrange a reverse pickup and dispatch the correct / replacement product or process a full refund at no additional cost to you.

Note: Under the Consumer Protection (E-Commerce) Rules, 2020, we are required to acknowledge your grievance within 48 hours and resolve it within one month of receipt of the complaint.

 

In accordance with the Consumer Protection Act, 2019 and the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, we have designated a Grievance Officer:

 

Category	Return/Replacement Eligibility
Grievance Officer	Mr. Karthick Murali
Designation	Sales & Marketing Manager
Email	karthick@masterindia.in
Address	MPee Kitchenette (P) Ltd Sy 54/1, 4th Cross, Attibele, Bengaluru, Karnataka 562107 , India
Response Time	Acknowledgement within 48 hours; Resolution within 30 days

 

If you are not satisfied with the resolution provided by our Grievance Officer, you may escalate the matter to the National Consumer Helpline (NCH) at 1800-11-4000 or file a complaint on the Consumer Online Resource and Empowerment Centre (CORE) at consumerhelpline.gov.in.

 

Master shall not be liable for:

•       Losses arising from the customer's failure to follow the product instruction manual.

•       Damage caused by voltage fluctuations, power surges, or use of unauthorised accessories.

•       Consequential or indirect damages arising from the use or inability to use the product.

•       Returns or refunds on products purchased from third-party sellers, authorised dealers, or offline stores (those are governed by the respective seller's policy).

 

Master reserves the right to modify this Return & Refund Policy at any time. Any changes will be published on this page with the updated 'Last Updated' date. Your continued use of the website after such changes constitutes acceptance of the revised Policy. It is your responsibility to check this page periodically.

 

This Policy shall be governed by and construed in accordance with the laws of India. Any disputes arising out of or relating to this Policy shall be subject to the exclusive jurisdiction of the courts located in Bangalore, India, or the appropriate consumer forum as provided under the Consumer Protection Act, 2019.

 

For any queries related to returns, refunds, or this Policy, please reach out to us at:

•       Website: www.masterindia.in

•       Email: hello@masterindia.in

•       Help & Support Page: www.masterindia.in/pages/contact

•       Support Hours: Monday to Saturday, 9:00 AM to 6:00 PM IST

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