SafeCityMohali (operated by EgisEngineering) wants you to be completely satisfied with your purchase. This policy explains your rights and our process for returns, replacements, and refunds.

1. Products Eligible for Return

You may request a return or replacement within 7 days of delivery or installation (whichever is later) in the following cases:

• Product received is physically damaged or defective on arrival
• Product delivered is different from what was ordered (wrong model or specification)
• Product is not functioning as described despite correct installation and setup

Returns are not accepted for:

• Products that have been physically damaged after delivery through customer misuse, improper handling, or accident
• Products with tampered or removed warranty seals
• Change of mind after installation is complete
• Products purchased under a clearance or special discount that was explicitly marked as non-returnable at time of purchase

2. Installation Services

Installation services are non-refundable once the technician has completed the work and you have confirmed the system is working by signing the Job Completion Card or verifying mobile viewing.

If there is a quality issue with the installation — such as exposed wiring, incorrect camera angle, or mobile viewing not working — we will return to rectify it at no additional charge within 48 hours of your complaint.

3. How to Request a Return
4. Contact us within 7 days of delivery or installation via WhatsApp at [number] or email at info@cctvmohali.com
5. Share your order number, a description of the issue, and clear photos or a short video showing the defect or damage
6. Our team will assess your request within 2 working days and confirm eligibility
7. If eligible, we will arrange for the product to be collected by our technician at no cost to you, or guide you on how to return it
8. Replacement or refund will be processed within 7 working days of the returned product being received and inspected
9. Refund Method and Timeline

• Refunds are processed to the original payment method — UPI, bank account, or card used at checkout via Razorpay
• Refund timeline: 5-7 working days after the return is approved and product is received
• Razorpay transaction fees (if any) are non-refundable
• GST paid on the original invoice will be included in the refund

5. Warranty Claims vs Returns

If your product develops a fault after the 7-day return window but within the manufacturer warranty period, this is handled as a warranty claim — not a return. Please refer to our Warranty Policy for full details.

6. Annual Maintenance Plan — Cancellation

• The Annual Maintenance Plan (Rs 700/year) may be cancelled within 30 days of purchase for a full refund if no service visit has been conducted
• After 30 days or after a service visit has been conducted, the plan is non-refundable but remains active until the expiry date
• To cancel, contact us at info@cctvmohali.com with your order number

7. Contact for Returns

• WhatsApp: [Sudeep’s WhatsApp Business number] — fastest response
• Email: info@cctvmohali.com
• Response time: within 24 hours on working days (Monday to Saturday)