1. Shipping
We have partnered with courier services to deliver products to customers. If the website receives an order after 2:00 pm, then the next day will be considered as the first day of delivery/shipping duration. Our delivery service partners work all days of the week, but we do not guarantee delivery on Sundays and holidays (including national holidays).
Our delivery service providers will deliver the products within a minimum of 5 days to a maximum of 10 days. They will make two attempts to deliver your order. If unsuccessful, the order will be returned to us. In such cases, we can refund your amount, but the following restocking fee will be deducted per product:
- ₹300 for orders less than ₹5,000
- ₹500 for orders between ₹5000 – ₹10,000
- ₹1000 – ₹10,000 for orders above ₹10,000
Sometimes, the delivery may take longer due to:
- Bad weather
- Flight delays
- Political disruptions
- Other unforeseen circumstances
You must contact customer care with your order details to address issues, and we will arrange a pickup at no extra cost. Delivery delays beyond 10 working days may extend to 10-15 or 15-20 working days. We do not compensate for any inconvenience caused due to delays.
Currently, we do not offer international shipping. For bulk orders, contact us at info@kaapimachines.com for special arrangements.
Responsibility on Post-Delivery
Once the user receives the ordered products, they assume responsibility for title and risk of loss.
2. Return of Goods
For returns due to repair or upgrades, follow this process:
- Contact Kaapi Machines Support via email, call, or WhatsApp with order details.
- The support team verifies order details within 3 working days.
- Upon approval, the support team initiates a pickup within 3 working days.
- The customer must pack the product in its original packaging and attach the provided shipping label within 2 working days.
- The package is picked up within 3 working days and delivered within 5-7 working days.
- Inspection is conducted within 3 working days upon arrival at the warehouse.
- Repair or upgrade costs are shared with the customer.
- Upon approval, a payment link is sent for the repair amount.
- If not approved, the product is shipped back within 3 working days.
- After payment, the replacement product is shipped within 3 working days.
3. Service & Spares
All machines come with a 1-year warranty from the date of receipt. Customers can contact support via call, email, or WhatsApp for assistance.
Service Locations
Our Service Head Office is in Bengaluru, with regional offices in Delhi, Hyderabad, and Mumbai. Service engineers are available in:
- East: Gangtok, Guwahati, Kolkata
- North: Amritsar, Chandigarh, Dehradun, Gurgaon, Jaipur, Mandi, Lucknow, Noida
- South: Chennai, Cochin, Coimbatore
- West: Ahmedabad, Goa, Indore, Nagpur, Pune, Surat
For services outside these locations, customers must pack and send their machines to the nearest regional office. Transportation fees for in-warranty products are covered by the company, while out-of-warranty transportation costs are borne by the customer.
Warranty Coverage
The standard warranty covers service visits and OEM parts but excludes electrical failures. Additional spares are chargeable.
Service Claim Process
- Customer contacts support with order details.
- Support team verifies details within 1 working day.
- A service ticket is created, and an engineer is assigned within 2 working days.
- The engineer schedules a visit within 2 working days.
- During the visit, the engineer attempts repairs or orders necessary parts.
- If a repair is needed off-site, the customer must pack and send the machine.
- No spare machine is provided during repairs.
Charges
- Transport costs for in-warranty products are covered by the company; out-of-warranty products are charged to the customer.
- Service visits for in-warranty products are free; out-of-warranty visits cost ₹2000 + taxes.
- All spares and consumables are additionally billed.
