Legal

Dvaari Refund and Cancellation Policy

Grahnetra AI Labs Private Limited · Last updated

On this page
  1. 1. Scope
  2. 2. Cancelling an Order
  3. 3. Pre-orders and Reservations
  4. 4. Damaged, Defective, or Incorrect Products
  5. 5. Refunds
  6. 6. How to Request a Cancellation, Return, or Refund
  7. 7. Grievances
  8. 8. Changes to This Policy
  9. 9. Contact Us

This Refund and Cancellation Policy explains how you can cancel an order, return a product, and receive a refund for purchases made directly from GRAHNETRA AI LABS PRIVATE LIMITED (“Company”, “we”, “us”, or “our”) through our website.

Please read it together with our Terms and Conditions and our Shipping and Delivery Policy.

1. Scope

This policy applies to:

  • Dvaari Devices and accessories that you order from us through our website.
  • Pre-orders and reservations for Dvaari Devices that are not yet available.

If you bought a Dvaari Device from a retailer or online marketplace, that seller's refund and return policy applies to your purchase.

If we introduce paid plans or subscriptions for the Service, their cancellation and refund terms will be shown to you before you pay and added to this policy.

2. Cancelling an Order

2.1 Before dispatch

You can cancel an order at any time before it is dispatched. We will refund the full amount you paid, including any shipping charges.

2.2 After dispatch

Once an order has been dispatched, it can no longer be cancelled. If the product arrives damaged, defective, or incorrect, you can ask for a replacement or refund as described in section 4.

2.3 Cancellation by us

We may cancel an order, in full or in part, if:

  • The product is out of stock or no longer available.
  • The price or product information shown when you placed the order was incorrect.
  • We are unable to deliver to your address.
  • Your payment was not completed or could not be verified.
  • We reasonably suspect that the order is fraudulent or unauthorized.

If we cancel your order, we will inform you by email or phone and refund the full amount you paid.

3. Pre-orders and Reservations

Dvaari Devices may be offered for pre-order or reservation before they are available. If you place a pre-order or reservation:

  • The amount payable and the estimated dispatch date will be shown to you before you pay.
  • You can cancel at any time before your Dvaari Device is dispatched and receive a full refund of the amount you paid.
  • If the estimated dispatch date changes, we will inform you by email, and you can choose to keep your order or cancel it for a full refund.
  • If we decide not to release the product, we will cancel your pre-order or reservation and refund the full amount you paid.

A reservation amount is not an additional fee. It is adjusted against the price of the Dvaari Device when you complete your purchase.

4. Damaged, Defective, or Incorrect Products

If your order arrives damaged, defective, or incorrect, or with items missing, please contact us within 7 days of delivery. To help us resolve it quickly, please include:

  • Your order number and the email address or phone number used for the order.
  • A short description of the problem.
  • Photos or a video showing the product, its packaging, and the shipping label.

Where possible, keep the product with its original packaging, accessories, manuals, and invoice. Once we confirm the issue, we will arrange a pickup at no cost to you where pickup is available. We will then send you a replacement or, if a replacement is not available, refund the full amount you paid for that product.

A return is not eligible where the product has been damaged through misuse, accident, liquid exposure, improper installation, or repair or modification by anyone other than us or our authorized service partners.

Problems that appear after this period are handled under the warranty provided with your Dvaari Device.

5. Refunds

5.1 How refunds are paid

Refunds are made to the original payment method, such as the UPI account, card, net-banking account, or wallet you used to pay. We cannot refund to a different account or payment method.

5.2 How long refunds take

We will initiate your refund within 5 business days of cancelling your order or approving your return. After we initiate it, your bank or payment provider usually takes a further 5–7 business days to credit it to your account.

If you have not received your refund within this time, please contact us with your order number. We will share the refund reference number so that you can follow it up with your bank.

5.3 Failed or duplicate payments

If money was deducted from your account but your order was not confirmed, the amount is usually reversed automatically by your bank or payment provider within 5–7 business days. If you were charged more than once for the same order, we will refund the extra amount to the original payment method. If either has not happened within this time, please contact us.

6. How to Request a Cancellation, Return, or Refund

Contact us with your order number:

We will confirm your request by email.

7. Grievances

If you are not satisfied with how your request was handled, you can write to our Grievance Officer at support@grahnetra.com. We will acknowledge your complaint within 48 hours and resolve it within one month of receiving it.

8. Changes to This Policy

We may update this policy from time to time.

When we make changes, we will update the Last updated date at the top of this page. The policy in effect when you placed your order applies to that order.

9. Contact Us

If you have questions about this policy or about an order, you can contact us:

GRAHNETRA AI LABS PRIVATE LIMITED
Email: support@grahnetra.com
Website: www.grahnetra.com
Phone: +91 85888 72228
Address: 1st Floor, ALTF, Orchid Business Park, Sector 48, Gurugram, Haryana 122004, India

Last updated: 1 November 2026