Customer Relations: +91-7406401553 between 10 AM to 7 PM (Monday to Saturday)
ADA India Returns & Refunds Policy
To avoid returns we suggest you ask about any product you are unsure of and their warranties before you order.
Warranties will be fulfilled as specified by the manufacturer’s warranty policy enclosed with the product.
Our customer service department would be more than happy to answer your questions.
To return an item,
Contact us by phone: +91 (0) 80 4125 9856/ +91 (0) 74 0640 1553
for a Return Authorization (RA) number within 14 days of receipt date. The return authorization (RA) number must be noted clearly outside of the return shipment package. We will refund or exchange your purchase (minus shipping cost) provided that the returned item(s) are within 14 days of the date of receipt, received in their original packaging, along with all accessories, warranty cards, manuals, certificates, software, cables, etc, provided your purchase is in brand new and unused condition. Returns are subject to a 15% restocking fee. Return shipping to us is at your own expanse. We will not take any return from any items after 14 days from the date of receipt of your order. We must receive and inspect the condition of the returned items prior to crediting your account. If the condition of the items returned appeared used or damaged, it could result in no refund. It is your responsibility to ensure that the returned items are packaged correctly to avoid any damages during shipping. You may also purchase insurance with the carrier, we are not responsible for return items damaged during return shipment. No COD returns will be accepted. Late on Arrival Orders cannot be returned, cancelled, or rejected due to shipping delay.
Non-returnable items include: Used, Altered, Special sale / promotion items, Live plants, Light bulbs and Glassware.
Live Plants Guarantee Policy:
Live aquatic plants are covered under our limited Arrive Alive Guarantee. Our plants are only guaranteed to arrive alive with certain shipping methods. Please see the limited Arrive Alive Guarantee for guarantee condition of different shipping methods. In the unlikely event that any item in your live plant order arrives dead please notify ADA India immediately by phone at +91 (0) 80 4125 9856/ +91 (0) 74 0640 1553 or by email at email@example.com.
No claims will be honoured if you have not contacted us within one day of receiving your shipments, NO EXCEPTIONS! Shipping and packing costs are not refundable.
TERMS & CONDITIONS:
Guarantee does not cover any shipping or handling losses/ damages.
Customer must be available to receive shipments on first delivery attempt, shipments that are left exposed to adverse weather conditions will not be covered by guarantee.
If replacement of a lost plant is preferred to a refund, the customer is responsible to pay shipping for the replacement plant. Replacement livestock is not covered under this policy.
Responsibility of the customer.
Your shipment must be received IMMEDIATELY upon delivery by our courier. If you are not home to receive your shipment on its first delivery attempt this guarantee is void.
Claims for Aquatic Plants:
In the unlikely event that you suffer a loss/damage during shipping ADA India will require proof of loss to process any claims.
DO NOT dispose of any lost/ damaged plants without prior authorization from ADA India. We may require proof of loss/damage to honor a claim. A digital picture emailed to firstname.lastname@example.org can usually be accepted as Proof of Loss. If you do not have access to a digital camera or email, you may be required to mail any lost/damaged specimens back to ADA India via courier or mail. Losses/damages may be mailed to:
ADA India/ Still Water Aquatics
#70/1, 3rd Floor, J & K Bank Building, Opposite HCG Hospital, Mission Road, , Sampangirama Nagar Bangalore, India 560027
Due to the complex packaging procedures for live aquatic plant, we cannot accept any returns. Please make your selections carefully.
If you received wrong item in your shipment, please accept our sincere apologies. Please contact us within 24 hours of receipt and we will do our best to correct the mistake.
If the order arrives damaged, please contact us immediately within 24 hours of receipt of the order. We will assist you in filing a claim with the shipping carrier. Please note that we will only be able to file a claim with the respective shipping carrier. Please choose your shipping carrier carefully. The customer MUST hold onto the damaged item and ALL original packaging for up to 10 business days since the carrier may require that much time to conduct an investigation. If you do not retain all original packaging materials (i.e. box, peanuts, bubble wrap, etc.) and the carrier rejects the claim, ADA India cannot replace your merchandise. Help us in filing a claim on your behalf by retaining ALL materials per carrier’s ‘Claims Investigation requests’. We cannot send you replacement product until the claim is approved.
If a product is found to be defective or not working properly within 14 days of receipt please contact us to arrange for repair or exchange. Before sending it back to us directly, we encourage you to contact us to diagnose the problem first. Often times, a little trouble shooting is all that is needed to get your new product up and running.
REJECTED SHIPMENT/UNAUTHORIZED RETURNS:
If you place an order with us and refuse delivery, a 25% restocking fee will be deducted from your refund. Shipping cost is also non-refundable. If you send us an unauthorized return, there is a minimum processing fee of 25%. Unauthorized returns meaning items returned without a RA number.
You will be notified by email after payment, after shipping, and if the item is on back order. Feel free to send us an email anytime for status on your order to: email@example.com
Disclaimer and Limitation of Liability ADA India shall in no event be liable for damages, including but not limited to incidental or consequential damages, for injury to any property or to any person, by reason of the person’s negligence or otherwise in connection with the safe, delivery, installation or use of the products and/or provision of services pursuant to this agreement, and purchaser shall indemnify and hold harmless ADA India against further liability. Without limiting the generality of the foregoing ADA India shall in no event be liable for lost profits arising out of, or in connection with, this agreement. All of our prices are subject to change. All transactions and prices must be verified and approved by ADA India. If the price is incorrect due to an error, misprint, or typo. ADA India reserves the right to decline any order. Some of the photos/ graphics associated with some products in our store are not necessarily exactly representative of the exact item they are associated with, but may be shown with additional products for display purposes.