Refund & Replacement Policy

1. Final-sale policy

Raksham Labs sells high-reliability drone hardware, embedded electronics, communication systems, GNSS-related products, and related components designed for professional, research, development, and integration use cases.

All sales are final. Our primary remedy is replacement rather than refund, except where replacement is not feasible or where refund rights are required under applicable law.

Returns are not accepted for:

change of mind;
buyer's remorse;
incorrect ordering decisions;
unsupported integrations;
subjective preferences;
deployment incompatibility;
shipping delays outside our reasonable control;
cosmetic differences where published specifications are materially satisfied.

No compatibility guarantee. Unless expressly stated otherwise, compatibility with third-party airframes, firmware stacks, flight controllers, ESCs, radios, APIs, operating systems, software environments, communication systems, or custom integrations is not guaranteed.

Safety-critical applications. Unless expressly stated in writing, products are not certified for aviation-certified, safety-critical, medical, life-support, nuclear, or critical-infrastructure applications.

2. Replacement as the primary remedy

Where this Policy applies, replacement of the affected product is the primary and exclusive remedy available.

Replacement units may be new or functionally equivalent refurbished units.

Refunds to the original payment method are available only where:

replacement is not operationally feasible;
equivalent inventory is unavailable;
applicable law expressly requires refund eligibility.

Replacement does not restart the warranty period. Where a unit is repaired or replaced under this Policy, the repaired or replacement unit is covered for the remainder of the original warranty period (if any) or for 30 days from the date of dispatch of the replacement, whichever is longer. Where applicable consumer-protection law requires a longer period for a like-new replacement, the statutory minimum applies. The 7-day DOA window in § 3 also applies to defects discovered on the replacement unit upon first use.

Kits, bundles, and partial-refund mechanism. For kits, bundles, paired sets, or multi-unit SKUs, Raksham Labs may at its discretion provide (i) replacement of the specific failed component, board, or sub-assembly, (ii) replacement of the entire bundle where the failure materially affects functionality of the bundle as a whole, or (iii) partial refund proportional to the verified affected component's value where neither replacement option is feasible.

Store credit. Where store credit is offered in lieu of replacement or refund, store credit is: issued in the original purchase currency; valid for 12 months from the date of issue; non-transferable and tied to the original purchaser account; redeemable against any active Raksham Labs SKU at the then-current price; not redeemable for cash; and applicable only to product value (shipping charges, customs duties, and taxes must be paid separately at the time of redemption). Store credit does not extend in the event of SKU price changes between issuance and redemption.

A replacement resolves only the specific confirmed issue identified during evaluation and does not constitute:

a guarantee against future unrelated failures;
prediction of future field reliability;
assurance of mission suitability;
assurance of uninterrupted operation.

Replacement eligibility does not guarantee operational suitability for any specific mission profile, deployment environment, integration architecture, or field condition.

Raksham Labs does not guarantee uninterrupted, error-free, or continuously available operation of products, firmware, telemetry systems, software integrations, or operational environments.

3. Eligible replacement situations

Replacement eligibility exists only in the following situations:

a. Dead on arrival (DOA)

A product is considered DOA only where:

it is non-functional upon first use;
operated within published specifications;
installed according to documented guidance where applicable;
no excluded condition applies.

DOA claims must be reported within 7 days of confirmed delivery.

b. Confirmed manufacturing defect

A product may qualify where Raksham Labs confirms that failure resulted directly from manufacturing or assembly defects and not from:

improper installation;
unsupported integration;
firmware misuse;
environmental exposure;
unsafe electrical conditions;
operational misuse;
excluded causes defined in this Policy or the Limited Warranty Policy.

Manufacturing-defect claims must be reported:

within 7 days of issue discovery; and
within any published warranty window applicable to the product.

Interaction with product registration. DOA eligibility under this Policy does not depend on product registration. Where product registration is required for warranty service under the Limited Warranty Policy, registration requirements apply only to warranty claims and do not affect DOA eligibility under this Policy.

4. Non-covered situations and exclusions

Replacement coverage does not apply to:

physical damage, crash damage, vibration damage, bending, crushing, impact damage, mishandling, or improper transport after delivery;
moisture exposure, corrosion, oxidation, salt-air exposure, contamination, EMI exposure, excessive dust exposure, fire, smoke, lightning, or environmental conditions outside published specifications;
improper storage conditions including humidity exposure, unsafe battery storage, contamination, long-term discharge, or temperature abuse;
reverse polarity, unstable power supply, over-voltage, over-current, short-circuit conditions, incorrect wiring, or power-system failure;
electrostatic discharge (ESD), improper handling, unsafe soldering practices, unsafe installation methods, contamination, or handling damage;
unsupported firmware, modified firmware, experimental firmware environments, unofficial APIs, unsupported software modifications, or custom bootloaders;
modifications, disassembly, unauthorised repair attempts, hot-glue rework, shield removal, or third-party servicing activity;
racing, abusive operation, hazardous deployment, military deployment, unlawful deployment, or operation outside published specifications;
prohibited surveillance activity, sanctions violations, unlawful use, export violations, or regulatory non-compliance;
cosmetic wear not materially affecting functionality including scratches, solder residue, superficial PCB blemishes, finish variation, or aesthetic inconsistencies;
consumables including cables, foam, adhesives, thermal pads, fasteners, packaging materials, or wear-related accessories;
products with altered, unreadable, removed, damaged, or missing serial numbers, tamper indicators, manufacturing identifiers, or heat-shrink protection;
downtime costs, labour costs, mission interruption, operational losses, integration costs, business interruption, third-party service expenses, or deployment-related losses;
compatibility issues involving third-party firmware, APIs, software stacks, operating systems, radios, communication systems, ESCs, airframes, or custom integrations;
products purchased through unauthorised sellers, unofficial marketplaces, unverifiable channels, or grey-market sources;
calibration drift, sensor variance, telemetry fluctuation, or performance variation within published tolerances;
differences between laboratory testing, controlled diagnostics, simulation environments, and real-world operating conditions;
continued compatibility with future firmware versions, APIs, hardware platforms, software stacks, or regulatory standards;
claims reported outside applicable reporting windows or published warranty periods.

Transit-related damage or logistics disputes may additionally be governed by the Shipping Policy.

5. Customer responsibilities

Customers are solely responsible for:

correct installation;
calibration;
configuration;
integration;
safe operational use;
independent testing and validation before deployment;
operation within published specifications and environmental limits.

Customers are responsible for backing up:

firmware settings;
configuration data;
calibration information;
operational profiles;
stored settings

before shipping products for inspection or replacement.

Raksham Labs is not responsible for recovery of lost configuration data, firmware settings, telemetry data, operational profiles, or customer-specific information.

Customers are responsible for securely packaging products during return shipment.

6. How to request replacement service (RMA)

Note on DOA timing. DOA reports must be submitted within 7 days of confirmed delivery (see § 3). Manufacturing-defect reports must be submitted within 7 days of issue discovery and within any applicable published warranty window.

To initiate a replacement request:

Contact hello@rakshamlabs.com using the email associated with the original order.
Include:
- order number;
- product details;
- detailed issue description;
- photographs and / or video evidence;
- requested diagnostic information where applicable.

Raksham Labs may request:

troubleshooting procedures;
firmware information;
wiring photographs;
operational details;
configuration information;
diagnostic procedures

before authorising return processing.

If approved, an RMA (Return Merchandise Authorization) number and return instructions will be issued. Unauthorised returns may be refused.

Abandoned RMAs. Approved RMAs may expire if returned products are not shipped within 30 days of authorisation. Expired RMAs require re-submission and re-approval before return.

Return shipping costs. Unless otherwise required by applicable consumer-protection law, outbound return shipping from the customer to Raksham Labs is at the customer's expense and risk. For confirmed DOA cases and confirmed manufacturing defects falling within this Policy, Raksham Labs may at its discretion reimburse reasonable inbound shipping costs against submitted proof (capped at the original outbound shipping fee paid on the order, or the actual carrier cost, whichever is lower), and will cover outbound shipping of the repaired or replacement unit to the original delivery address. For products determined to fall outside replacement coverage, return shipping costs in both directions remain the customer's responsibility.

Reverse-logistics insurance. Customers are responsible for insuring return shipments at full declared value. Raksham Labs is not liable for loss, damage, theft, customs detention, or carrier failure of returned products in transit to our facility prior to receipt and inspection.

Return packaging. Products damaged during return shipment because of inadequate packaging, improper handling, or insufficient protection may become ineligible for replacement evaluation.

No advance replacement. Replacement units are shipped only after receipt and inspection of the returned product unless otherwise agreed in writing. Advance replacement shipment, temporary loaner equipment, or substitute operational hardware is not guaranteed. Loaner units, advance replacement, or temporary equipment may be offered for OEM, enterprise, or large-volume customers under separate written terms.

International replacement shipments may require:

customs declarations;
export documentation;
import processing;
compliance review;
sanctions screening

and may be subject to customs processing delays outside our reasonable control.

7. Inspection, diagnostics, and evaluation

Returned products may undergo:

visual inspection;
electrical testing;
firmware diagnostics;
operational validation;
controlled-environment testing;
compliance review.

Returned products are evaluated under controlled diagnostic conditions defined by Raksham Labs.

Products may behave differently under field conditions compared to laboratory testing, simulation environments, or controlled diagnostics.

Replacement eligibility may be verified using:

serial numbers;
manufacturing records;
operational logs;
firmware diagnostics;
inspection findings;
order history;
submitted evidence.

Diagnostic and non-defect-found fee. Products returned and determined to fall outside replacement coverage, or for which no defect can be reproduced under controlled test conditions, may incur a diagnostic and handling fee in addition to return shipping at customer expense. The applicable fee (where any) is communicated to the customer before the product is returned, and the customer may elect to abandon the product in lieu of paying the fee.

Disposition of unclaimed and abandoned products. Products returned and unclaimed by the customer beyond 30 days of evaluation completion (whether due to non-payment of return shipping, non-payment of diagnostic fees, refused redelivery, or customer non-response) may be securely destroyed, recycled in accordance with applicable e-waste regulations, sold to recover costs, or otherwise disposed of at Raksham Labs' discretion without further notice or compensation.

8. Replacement fulfilment and operational limitations

If replacement eligibility is confirmed, Raksham Labs may at its discretion:

repair the product;
replace the product;
provide a refurbished replacement unit;
issue store credit (subject to § 2);
provide another commercially reasonable remedy.

If the original SKU becomes discontinued, unavailable, export-restricted, supply-constrained, end-of-life, or operationally unavailable, Raksham Labs may provide:

equivalent replacement products;
refurbished replacement units;
store credit;
another commercially reasonable resolution.

Replacement eligibility does not override:

export restrictions;
sanctions controls;
customs regulations;
telecom restrictions;
import restrictions;
destination-country compliance requirements;
operational-security review.

Replacement shipments may be subject to:

export-control screening;
sanctions review;
anti-fraud procedures;
customs processing;
carrier limitations;
regulatory delays.

Export-licence delay on replacement shipments. Where the original shipment was authorised under a DGFT SCOMET export licence or other regulatory permission, replacement shipments to the same destination may require a fresh authorisation. Replacement processing may be delayed by weeks or months pending such authorisation, and Raksham Labs reserves the right to cancel and refund (in lieu of replacement) where the necessary authorisation cannot be obtained on commercially reasonable terms.

Raksham Labs is not responsible for governmental seizure, customs detention, sanctions action, regulatory review, or authority-imposed shipment restrictions affecting replacement processing.

Replacement eligibility does not guarantee:

future manufacturing continuity;
ongoing component availability;
perpetual firmware support;
future compatibility;
long-term operational continuity.

Enterprise, OEM, reseller, institutional, commercial, or research agreements may provide separate replacement procedures or operational arrangements.

9. Refund limitations

Where refund eligibility exists under this Policy or applicable law, refunds are generally processed to the original payment method via Razorpay or the equivalent payment infrastructure used for the original transaction.

Processing time. Authorised refunds are typically processed within 5–10 business days after approval. International card refunds, foreign-currency settlements, and refunds routed through cross-border payment networks may take additional time depending on the issuing bank, banking corridor, settlement holidays, and compliance review procedures.

Refund-processing timelines may further vary depending on:

payment-provider processing;
banking infrastructure;
international settlement systems;
compliance review procedures.

Shipping charges, customs duties, brokerage fees, import taxes, telecom approvals, certification costs, and destination-country charges are non-refundable except where required under applicable law.

10. Order cancellation

Orders may be cancelled only before:

shipment processing;
packaging;
export-document generation;
carrier handover;
tracking-number issuance.

Once shipment processing begins or tracking information has been generated, cancellation may no longer be possible.

11. Fraud, abuse, and prohibited activity

Raksham Labs reserves the right to refuse, suspend, reverse, investigate, or decline claims where:

fraud is suspected;
false information is provided;
tampering is detected;
unsupported modification exists;
prohibited operational use is identified;
unlawful activity is suspected;
regulatory violations are identified.

Evidence of tampering, unauthorised repair attempts, altered serial identifiers, unsupported modifications, or intentional damage may void replacement eligibility.

Repeat or duplicate claims. A pattern of repeat, duplicate, or unusually frequent claims from the same customer, account, or shipping address may trigger additional verification, identity checks, or compliance review before further claims are approved. Claims determined to be part of a coordinated abuse pattern may be denied.

Chargebacks in lieu of RMA. Customers should pursue replacement claims through the RMA process described in § 6 rather than initiating chargebacks or payment disputes with their card issuer or bank. Chargebacks initiated without a good-faith dispute, or for orders that have already been delivered without a verified defect, are addressed under the chargeback abuse provisions of our Terms & Conditionsand may result in account suspension and recovery of associated fees. Nothing in this clause limits a User's statutory right to dispute an unauthorised or genuinely defective transaction.

Appeal of declined claims. Customers whose RMA claims are declined may appeal in writing to hello@rakshamlabs.com with additional evidence, diagnostic information, or supporting context. Further escalation is available through the Grievance Officer per our Privacy Policy.

12. Operational and force majeure limitations

Replacement evaluation, diagnostics, customs handling, repair, fulfilment, and shipment timelines may vary depending on:

logistics conditions;
customs processing;
sanctions review;
parts availability;
export restrictions;
carrier limitations;
infrastructure conditions;
operational workload;
force majeure circumstances.

Raksham Labs is not liable for delays arising from:

customs review;
governmental action;
infrastructure outages;
cyber incidents;
sanctions restrictions;
carrier disruption;
supply shortages;
regulatory review;
events beyond reasonable control.

Extended force majeure. Where a force majeure event affecting replacement fulfilment persists beyond 90 consecutive days, either party may cancel the affected replacement claim, and Raksham Labs will issue a pro-rata refund, store credit, or another commercially reasonable remedy where applicable. Raksham Labs will resume replacement service as soon as reasonably practicable once the event ends.

13. Statutory rights

This Refund & Replacement Policy does not limit any non-waivable rights available under applicable consumer-protection laws including the Indian Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020, the EU Consumer Sales Directive (Directive 2019/771) where applicable, the UK Consumer Rights Act 2015 where applicable, and equivalent mandatory consumer-protection laws applicable in the customer's jurisdiction of residence.

EU / UK distance-selling cooling-off (where applicable). Where a customer in the European Economic Area, the United Kingdom, or another jurisdiction with mandatory distance-selling rights qualifies as a consumer under applicable law, that customer may exercise a statutory cooling-off right (typically 14 days from delivery for unopened, unused products) in accordance with the applicable distance-selling regulations, notwithstanding the final-sale provision in § 1. Cooling-off rights do not apply to products that have been opened, installed, flashed, soldered, or otherwise put into operational use, or to custom-configured, build-to-order, or OEM products where applicable exemptions apply.

14. Language

In the event of any inconsistency between translated versions of this Refund & Replacement Policy, the English-language version shall prevail.

15. Contact

Replacement support and RMA requests: hello@rakshamlabs.com.

General enquiries: hello@rakshamlabs.com or through the contact page. For grievance escalation, see the Grievance Officer section of our Privacy Policy.