Last Updated: 27 August 2026
Effective Date: 27 August 2026
This Refund & Cancellation Policy (“Policy”) applies to purchases, orders, installation requests, service requests and other transactions made directly with Neoterrahome Innovations Pvt. Ltd. (“Neoterra”, “we”, “us” or “our”) through www.neoterra.in, our customer support channels or other authorised sales channels.
By placing an order or requesting a service from Neoterra, you agree to this Policy along with our Terms & Conditions, Privacy Policy, Data Usage & Data Protection Policy and applicable Warranty Terms.
Customers may request cancellation of an order before the product has been dispatched or the order has entered an irreversible fulfilment stage.
Cancellation can be initiated through:
• The cancellation option available in the customer’s account/order panel, where enabled;
• The relevant order-management section on the website;
• Emailing support@neoterra.in; or
• Calling +91 97116 56965.
Once an order has been dispatched, handed over to the logistics provider, or otherwise entered an irreversible fulfilment stage, cancellation may no longer be available.
The availability of cancellation will depend on the actual status of the order at the time the request is received.
Option 1 — Customer Account / Order Panel
Where functionality is available, customers can directly initiate cancellation through the Order Panel / My Account section on www.neoterra.in.
Option 2 — Contact Neoterra
Email: support@neoterra.in
Phone: +91 97116 56965
Customers should provide the order number, customer name, registered mobile number, email address, product details and, where applicable, the reason for cancellation.
If a cancellation request is received and approved before dispatch or irreversible fulfilment:
• The order will be cancelled;
• The product will not be dispatched; and
• Any eligible refund will be initiated in accordance with this Policy.
Eligible refunds will generally be made through the same payment method used for the original transaction.
Once a product has been dispatched, cancellation may not be possible. If the customer no longer wishes to receive the product after dispatch, the customer should contact Neoterra immediately.
Depending on the product’s status and applicable return conditions, Neoterra may accept cancellation, arrange return, refuse cancellation, offer replacement, or process a refund after successful return and inspection.
Applicable logistics, handling or other charges may be deducted where permitted and actually incurred.
Customers are advised to inspect the product and packaging at delivery. If the customer receives a visibly damaged product, an incorrect product, or a product materially different from the order, the customer should notify the delivery personnel where possible and contact Neoterra without delay.
Customers should retain photographs or videos of the package and product where an issue is identified.
A delivered product does not automatically qualify for return merely because the customer has changed their mind.
Returns or replacements may be considered where the product is damaged during delivery, defective, incorrectly supplied, materially different from the product ordered, or otherwise eligible under applicable consumer law, Neoterra’s warranty terms or specific purchase terms.
Eligibility may depend on product category, installation/use status, product condition, packaging/accessories, the nature of the issue and inspection or technical verification.
Because air conditioners and other equipment may require professional installation, additional conditions may apply once a product has been installed.
Once an AC or other installable product has been installed or commissioned, cancellation or return may be restricted except where permitted by applicable law or where the product is defective, damaged, incorrectly supplied or otherwise eligible for return/replacement.
Neoterra may require technical inspection before approving a return, replacement or refund for an installed product.
Where a refund is approved, Neoterra will generally initiate the refund to the same payment method or account from which the original payment was received.
Refunds to an alternative bank account or payment method may be permitted only where reasonably necessary and after appropriate verification.
Neoterra may request order information, payment details, bank details, identity or transaction verification, or other information reasonably necessary to prevent fraud.
Once a refund has been approved and initiated by Neoterra, the time taken for the amount to reflect in the customer’s account may depend upon the payment method, bank, payment gateway, card issuer, UPI provider or other financial institution.
Neoterra will generally initiate eligible refunds within 7–10 business days after the refund has been approved or the applicable return/inspection process has been completed. Actual crediting time may be longer depending on the payment provider or bank.
Where an order is cancelled before dispatch and the cancellation is approved, the eligible amount paid by the customer will generally be refunded.
Where applicable and legally permissible, Neoterra may deduct reasonable costs already incurred for special-order processing, customisation, installation preparation, logistics, payment processing, other non-recoverable services, or other costs specifically disclosed before purchase.
Neoterra may cancel an order due to product unavailability, incorrect pricing or product information, technical errors, payment verification failure, suspected fraudulent activity, delivery limitations, stock/supply issues or other legitimate operational reasons.
Where Neoterra cancels an order for which payment has already been received, the eligible amount will generally be refunded to the original payment method.
If you receive a product that is damaged, defective or incorrect, contact Neoterra as soon as reasonably possible.
You may be asked to provide the order number, invoice, product/packaging photographs, serial number, video showing the issue where appropriate, and other information required for verification.
Neoterra may arrange inspection or technical evaluation before approving replacement or refund. Where an issue is confirmed to be attributable to manufacturing defect, delivery damage or incorrect supply, Neoterra may, subject to applicable law and product policy, repair, replace, replace an affected component or process an eligible refund.
Customers may cancel a service, installation, demo or other service request through the customer/order panel where available, by emailing support@neoterra.in, or by calling +91 97116 56965.
Where a technician has not yet been assigned or dispatched, the request may generally be cancelled without additional charges, subject to applicable service terms.
If a customer cancels or refuses a service after a technician has been dispatched or reached the customer’s location, Neoterra may charge applicable visit, inspection, transportation or other disclosed service charges.
Applicable charges will be communicated where reasonably practicable.
If an installation request is cancelled before the installation team has been assigned or dispatched, the customer may generally request cancellation without additional charges, subject to applicable order terms.
If installation has already been scheduled, materials allocated, or a technician dispatched, applicable charges may apply.
If installation cannot be completed because the premises are unsafe, inaccessible, technically unsuitable or missing required infrastructure, Neoterra may reschedule or cancel the service. Any refund will be subject to applicable service and installation terms.
Where solar panels, batteries, energy-storage equipment or related products are purchased through a Neoterra-referred or authorised third-party vendor, the transaction may be directly between the customer and that vendor.
In such cases, the vendor may issue the invoice, receive payment, provide delivery, perform fitting/installation and provide the applicable equipment warranty. The vendor’s cancellation, return and refund terms may apply.
Neoterra will not be responsible for refunding amounts paid directly to a third-party vendor unless Neoterra has expressly received that payment or separately agreed in writing to process such refund.
Customers should contact the relevant vendor for cancellation or refund of solar and battery equipment purchased directly from that vendor.
Where a customer purchases solar panels or batteries independently or through a Neoterra-referred vendor, Neoterra technicians may, where technically feasible, assist with connecting or integrating the equipment with the Neoterra AC/system.
Any refund relating to third-party solar or battery equipment remains subject to the relevant vendor’s terms. Cancellation of Neoterra technical integration service will be handled separately based on the status of the service request.
Orders using promotional discounts, coupons, cashback, exchange offers, upgrade offers or bundled benefits may be subject to additional cancellation and refund conditions.
Where an order is cancelled or returned, promotional benefits may be reversed or become unavailable. Any cashback, discount or promotional benefit already provided may be adjusted against the eligible refund where permitted by the applicable offer terms.
If an order is purchased through EMI or another financing arrangement, cancellation or refund of the product payment does not necessarily result in immediate cancellation of the financing arrangement.
Customers should contact the relevant bank, lender or financing provider regarding EMI cancellation, interest, processing fees, foreclosure charges or other financing-related costs. Neoterra will not be responsible for charges imposed by a bank, lender or financing provider unless required by applicable law.
Once Neoterra has successfully initiated an eligible refund, the time required for funds to appear in the customer’s account is outside Neoterra’s direct control.
Customers should contact their bank or payment provider if a refund confirmed by Neoterra has not appeared after the applicable processing period.
Customers are encouraged to contact Neoterra first to resolve payment, cancellation or refund concerns.
Initiating an unauthorised chargeback while a legitimate refund or dispute is already being processed may delay resolution.
Neoterra may provide relevant transaction records to payment providers, banks or other authorised parties where necessary to respond to disputed transactions. Nothing in this section limits rights available under applicable law.
A refund or cancellation may not be available where:
• The product has been used or installed contrary to applicable return conditions;
• The product has been damaged after delivery due to customer handling;
• The product has been modified or tampered with;
• Incorrect delivery information was provided;
• The customer refuses delivery for reasons unrelated to an eligible defect or issue;
• The service has already been substantially completed;
• A third-party product was purchased directly from a third-party vendor; or
• The transaction is otherwise outside applicable cancellation or refund conditions.
These exclusions are subject to applicable consumer protection laws.
Nothing in this Policy is intended to restrict or exclude rights or remedies available to a customer under applicable Indian law.
Where applicable law provides a customer with rights more favourable than this Policy, those statutory rights shall prevail.
Customers have three options:
Option 1 — Customer Panel
Log in to your Neoterra account and use the relevant Order / Service Panel to initiate the cancellation or refund request, where available.
Option 2 — Email
support@neoterra.in
Option 3 — Phone
+91 97116 56965
Our team may verify the request before processing it.
Customers may be asked to provide order number, invoice number, customer name, registered mobile number, email address, product details, reason for cancellation/return, photographs or videos where relevant, payment transaction information, and bank details where an alternative refund method is specifically approved.
Neoterra may update this Refund & Cancellation Policy from time to time to reflect changes in applicable laws, products or services, payment systems, operational processes or other business requirements.
The updated Policy will be published on www.neoterra.in with a revised Last Updated date.
Neoterrahome Innovations Pvt. Ltd.
Email: support@neoterra.in
Phone: +91 97116 56965
Registered Office: A-1/19B, First Floor, Paschim Vihar, New Delhi – 110063, India
Website: www.neoterra.in
© 2026 Neoterrahome Innovations Pvt. Ltd. All Rights Reserved.
