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Frequently asked questions

General

Question: Where are we based?

Answer: Our office and warehouse are based in Hisar, Haryana, India. We ship products throughout globe from this location.

Question: For any issues, whom should I contact?

Answer: You can contact us on 09728755877 between 8 AM to 7 PM Indian Standard Time or email to us at help@aquadyne.in. We usually respond within 24 to 48 hours.

 

Privacy

Question: What is the privacy policy of filterkart.com regarding the identities of customers?

Answer: The identities of customers will not be sold to any third parties and will be used in strict confidence for the mutual benefit of customers and the website and are governed under the Information Technology Act of 2000.

 

Order Processing & Domestic Shipments

Question: How much is your order processing time?

Answer: Our orders are usually processed and dispatched within 24-48 hours from time of order placing.  After the dispatch is posted on website, the customer would receive the docket details on the dispatch on their email address and as well and registered mobile number. In case the customer does not receive, the dispatch details they can contact us on 09728755877 (8 AM to 7 PM) or email to us on help@aquadyne.in .

Question. How do we ship products?

Answer: We ship our products to domestic customers through Professional Courier, Shree Tirupati Courier, ST Courier, On Dot Courier, India Post, Sky King etc.

Question. What is the usual transit time for product to reach the domestic customers?

Answer: The transit time for North & Western India is 2-7 days, For South & East India, the transit time is 5-10 days.

 

International Shipments

Question: How do you ship internationally and what is time frame of delivery for international orders?

Answer: Our international shipments are handled by India post which have wide reaching tie-ups and network throughout globe. International delivery is usually affected within time frame of 21-60 days depending upon the location of delivery.

 

Returns

Question: What if customer wants to cancel the order prior to its dispatch?

Answer: Customers can cancel their orders, until the products are not dispatched from our end. For cancelling any order, you have contact us on 09728755877 or mail us on help@aquadyne.in. Full amount is refunded for orders cancelled before dispatch. The refund appears in the original payment method within next 5 to 7 days.

Question: What if customer wants to cancel the order after its dispatch?

Answer: Orders cannot be cancelled after they are dispatched. After the dispatch of goods, the goods move beyond our control. The order cancellation cannot be done until the package is rejected delivery by the customer and the same are returned to us by the courier partner. In such cases, the refund is issued after deducting some forward freight charges.


Question: What if customer wants to return the product after receipt?

Answer: Customer can request the return of product within 10 days of the receipt of product and once the return is authorized, the customer will have to properly package the product back in original package configuration or better for safe transit and courier it back to our warehouse at their own cost. Once the products are received back safely at our warehouse without any breakage, the refund of payment will be made to customer after deducting some forward freight charge. In case of transit damage to goods, some nominal damage cost will also be deducted and balance amount will be refunded.

 

Defects and Warrantee

Question: What if the customer receives broken item?

Answer: Our products are properly packaged to handle any in transit mishandling. However, breakages can occur in 1 out of thousand cases. In such eventualities, we issue the free replacement of broken part to customers. The damage or breakage of item has to be reported to us within 10 days of the receipt of the package.

Question:  What are customer’s remedies in case of defects in filters and is there any product replacement warranty?

Answer: Filter products are consumable parts. Their life depends upon the input water quality and daily usage habits of the customer. There is no warranty on the depletion of cartridges on consumption.  However the filter carry a limited replacement warranty in case of the manufacturing defect of faulty sealing, which if reported during installation and usage within 15 days after the receipt of product.  Otherwise filters are consumable parts and their performance is consumed during their employment and usage for water purification. The life duration of consumption of performance depends upon the input water quality of the consumers and varies substantially with each consumer. Therefore explicitly the performance lives of filters are not covered under warranty.

Question: Explain the product replacement warranty mechanism and associated costs?

Answer: Once the product manufacturing defect is reported by the customer and replacement is claimed through email  help@aquadyne.in  / whatsapp 9728755877 along with photograph/video of defect and same is duly authorized by the website for replacement as the case maybe, the customer will have to send the faulty part back to our warehouse through prescribed courier service at the customer’s cost. Customer will have to bear the cost of shipment of faulty part. Upon the receipt of faulty part by website, the replacement will be sent to the customer and cost of shipment of replacement part to the customer will be borne by the website.

 

Product selection and Installation Assistance

Question: How do i find the right filter set for my water purifier?

Answer: When you are on the filterkart.com homepage, you would find a search box on the top right of the window. In the search box, you can type the relevant keywords for the filter set you want to search for. Suppose, you want a filter set for Livpure Glo RO UV Model, than in website search box you would type “livpure” and search for it. All search results related to livpure filter sets would appear therein, from which you can choose the relevant one. If you are using Smartphone for accessing filterkart.com, than on the top left, there is drop down. Click on that and browse down, you would find the search box wherein you can type the relevant keyword for searching the filters you require. In case, you are unable to find the filter set, you can directly contact us for us to help you out.  

Question: How to install the filter after the receipt of the product?

Answer: Each of our filter sets is accompanied with a manual for stepwise written guidance to customer on how to install the filters. Apart from written guidance, we also support our customers through our video guides through our channel “Filterkart” on you tube, wherein videos are uploaded for various purifiers, on How to self service your purifier system. In rare cases, if required, we also support our customer through on spot video calls etc.