Buyer’s Responsibility Policy

This policy sets out what Auto Couture Technology Private Limited expects from buyers when ordering products and booking installation services on the Platform, so that orders, installations, and any claims are handled smoothly and fairly for everyone.

1. Accurate Information

  • Buyers must provide accurate and complete details at checkout, including delivery address, contact number, and — where relevant to fitment — correct vehicle make, model, variant, and year.
  • Auto Couture Technology Private Limited is not responsible for delays, failed deliveries, incorrect product fitment, or failed installation visits arising from inaccurate information provided by the buyer.

2. Lawful & Genuine Use

  • The Platform and its products/services must be used only for lawful, personal, or bona fide business purposes. Buyers must not misuse promotional offers, place fraudulent orders, or abuse the return/refund/replacement process (e.g., false damage claims, product swapping).
  • Repeated misuse may result in claim rejection, cancellation of the account, and, where applicable, legal action.

3. Readiness for Delivery

  • Buyers must ensure someone is available to receive the delivery at the confirmed address and time window, and must provide accurate access details (e.g., gate codes, parking instructions) where relevant.
  • Repeated failed delivery attempts due to buyer unavailability may result in the order being returned to origin, with re-delivery charges as per our Shipping/Delivery Policy.

4. Readiness for Installation

  • For orders including doorstep installation, buyers must ensure the vehicle is present, accessible, and parked at the confirmed address at the scheduled time, along with any permissions needed (e.g., housing society/parking access, prior approval for changes to the vehicle where required).
  • Buyers should disclose any pre-existing vehicle issues (e.g., prior electrical faults, existing aftermarket wiring, warranty conditions from the vehicle manufacturer) that may affect the installation, before the technician begins work.
  • Buyers are encouraged to be present, or have an authorized adult representative present, to inspect the product before and after installation and to sign off on the completed service.

5. Inspection on Delivery

  • Buyers should inspect the package and, where possible, the product at the time of delivery for visible damage or tampering, and flag this to the delivery agent if apparent.

6. Product Care After Delivery/Installation

  • Once delivered or installed, buyers are responsible for using and maintaining the product as per the manufacturer’s instructions. Damage arising from misuse, accidents, unauthorized repairs, or tampering by third parties after delivery/installation is the buyer’s responsibility and is not covered under warranty or our Cancellation & Refund Policy.

7. Payment Obligations

  • Buyers must ensure timely payment for orders (including via Cash on Delivery, where offered) and are responsible for any charges arising from failed payments, disputed/fraudulent chargebacks found to be invalid, or additional visit charges (e.g., re-delivery, installation reschedule/no-show fees) as outlined in our Shipping/Delivery Policy and Terms & Conditions.

8. Claims Responsibility

When raising a claim for a defective, damaged, missing, or incorrect product, or an installation-related issue, buyers are responsible for the following so that claims can be verified and resolved fairly and efficiently:

  • Timely reporting: Claims for damaged, defective, missing, or wrong items must be raised within 72 hours of delivery (or immediately after installation, for fitting-related issues), through the app/website or customer support. Claims raised after this window may not be eligible for free replacement, repair, or refund, except where a longer manufacturer warranty period applies to the specific defect.
  • Evidence: Buyers must provide the Order ID and date of delivery/installation, clear photos/videos of the product, packaging, and (where relevant) the installed accessory showing the issue, a brief description of the problem, and the original invoice if requested.
  • Product condition: For return/refund claims not related to defects, the product must be unused, uninstalled, in original packaging with all accessories, manuals, and tags intact, as detailed in our Cancellation & Refund Policy. Claims will not be accepted for damage caused after delivery due to buyer mishandling, self-installation attempts (on products meant for professional fitting), accidents, water/fire damage, or unauthorized repairs by third parties.
  • Cooperation with verification: Buyers must make the product and/or vehicle reasonably available for inspection by our technician, quality team, or courier partner, where required to verify a claim.
  • Installation-related claims: If an issue arises from installation workmanship (e.g., loose fitting, wiring issue) rather than the product itself, the buyer should report it within the installation warranty window stated in our Terms & Conditions, and allow our technician a reasonable opportunity to inspect and re-rectify the issue before seeking a refund. Claims arising from damage caused by pre-existing vehicle conditions unrelated to our installation work are not covered.
  • Good faith: Providing false, misleading, or exaggerated claims may result in claim rejection and, in serious or repeated cases, suspension of the buyer’s account.
  • Resolution timeline: Once a claim with complete evidence is submitted, we aim to acknowledge it within 48 hours and resolve it (replacement, repair, or refund decision) within 7 business days, subject to product inspection/pickup where applicable.

 

 

9. Escalation

If a buyer is unsatisfied with the resolution of a claim or any other issue, they may escalate it to our Grievance Officer (see Contact Us), who will respond within the timelines specified under applicable consumer protection law.