1. Overview & marketplace model
This policy applies to purchases on Thunder EV Charging Hub, a multi-vendor marketplace. Return requests, replacement requests, manufacturing defect claims, warranty claims, repair requests, and technical support requests are governed by the policies of the respective manufacturer/vendor. Thunder EV acts only as a facilitator for communication and request routing. Final approval or rejection rests with the manufacturer/vendor. See the Master Marketplace Disclaimer and Warranty Policy.
2. Order cancellation before dispatch
- Standard in-stock items: Cancel within 48 hours of order confirmation or before dispatch — whichever is earlier.
- Custom / made-to-order: Non-cancellable after production starts; advance payments may be forfeited as stated on the quote.
- Request via support or Customer Portal with order ID.
3. Cancellation after dispatch
Shipped orders cannot be cancelled outright; treat as return/RMA. Outward and return freight may be charged to the buyer unless the return is due to seller error or defect.
4. Manufacturing defects & DOA
Report dead-on-arrival or manufacturing defects within 7 days of delivery with photos/video. After inspection, repair, replacement, or refund will follow OEM/Associate warranty terms.
5. Wrong item shipped
Notify within 3 days of delivery. Correct item will be shipped and incorrect item collected at no cost to you.
6. Damaged in transit
Note visible damage on the carrier receipt. Report concealed transit damage within 48 hours of delivery with packaging photos. Claims are filed with the carrier and supplier; replacement or refund follows verification.
7. Change-of-mind returns (B2C)
Where applicable under consumer law, unopened resalable goods may be returned within 7 days subject to 15% restocking fee and buyer-paid return freight. Industrial/commercial equipment may be excluded.
8. B2B transactions
Business orders follow quote/invoice terms. Returns accepted only by written agreement unless mandatory consumer protections apply. No automatic change-of-mind rights for capital equipment unless stated.
9. Installation & professional services
Cancelling installation, civil, or electrical services after survey or mobilisation may incur costs for labour, materials, permits, or DISCOM deposits already paid — generally non-refundable.
10. Refund processing timelines
- Approval communicated within 3 business days of complete RMA request.
- Refund initiated within 7–10 business days of approval to original payment method.
- Bank/UPI settlement may take an additional 5–10 business days.
11. Non-refundable items
- Delivered digital reports/plans (unless materially defective).
- Custom fabrication, DISCOM deposits, government fees, import duties.
- Consumables or installed equipment once commissioned.
12. Force majeure
Refunds or replacements may be delayed due to events beyond control (natural disasters, strikes, supply disruption, payment-network outages). Customers will be kept informed of revised timelines.
13. Chargebacks
Contact support before raising a bank chargeback. Unverified chargebacks may lead to account suspension and recovery of gateway fees.
14. Marketplace supplier coordination
Thunder EV routes RMA requests to the responsible Associate/OEM, tracks status in the Customer Portal, and ensures customers receive a single point of contact. OEM warranty remains the primary remedy for product defects where applicable.
15. How to request a refund
- Email info@thunderevhub.com with order ID, reason, and evidence.
- Receive RMA number and pickup/return instructions if approved.
- Refund credited after goods inspection (if return-based).