Terms and Conditions
These Terms and Conditions of Use and Sale (“Terms”) constitute a legally binding agreement between Okaya Power Private Limited (“Okaya”), and any person who accesses, browses, registers on, or transacts through the websites www.okaya.in and/or www.shop.okaya.in (collectively, the “Website”), including the online shopping portal operated thereon (the “Portal”) (such person hereinafter referred to as the “User”, “Customer” or “you”). By accessing the Website, creating an account on the Portal, placing an order or otherwise availing of any product or service offered thereon, the User unconditionally and irrevocably accepts and agrees to be bound by these Terms, the Privacy Policy, the Shipping Policy, the Cancellation, Returns and Refund Policy, the Warranty Policy and any other rules, policies, disclaimers or notices published from time to time on the Website (collectively, the “Site Policies”), each of which is incorporated herein by reference and forms an integral part of these Terms. If the User does not agree with any of the Terms or any Site Policy, the User shall not access or use the Website and shall not place any order on the Portal.
Definitions and Interpretation
- "Applicable Law" means any statute, law, regulation, ordinance, rule, judgment, order, decree, bye-law, approval, directive, guideline, policy, requirement, or other governmental restriction or any similar form of decision by any statutory or regulatory authority, in force in India from time to time.
- "Confirmed Order" means an order placed by the Customer on the Portal in respect of which the payment has been successfully received and confirmed by Okaya.
- "Goods" or "Products" means any goods listed or offered for sale on the Portal from time to time, including but not limited to inverters, inverter batteries, solar batteries, solar on-grid and off-grid inverters, e-rickshaw batteries, and other energy storage and power-backup products listed by Okaya.
- "Logistics Partner" means any third-party courier, transporter, carriage and forwarding agent engaged by Okaya for the dispatch and delivery of the Goods to the Customer.
- "Payment Gateway" means PayU or any other licensed payment aggregator or payment system operator engaged by Okaya from time to time to process payments through the Portal.
- "RTO" means "Return to Origin" — the return of a despatched consignment to Okaya's warehouse without delivery to the Customer.
- "T+n" in relation to refund timelines, means "n" Banking Days after the date of initiation of the refund by Okaya, where "Banking Day" means a day on which scheduled commercial banks are open for business in New Delhi, excluding Saturdays, Sundays and notified public holidays.
Eligibility and User Accounts
Products, Pricing and Availability
Placement and Acceptance of Orders
- (a) the Product is unavailable, out of stock or has been mis-priced;
- (b) the order is fraudulent, suspicious, or appears to have been placed in contravention of these Terms or Applicable Law;
- (c) the order has been placed in commercial or wholesale quantities or for resale, except where Okaya specifically permits such orders;
- (d) Okaya is unable to verify the identity, payment particulars or shipping address of the Customer;
- (e) the shipping address is outside the serviceable pincode area or is otherwise unserviceable; or
- (f) Okaya is required to do so by any order, direction or process of any court, regulator, tribunal or governmental authority.
Payment
Shipping, Delivery and Transfer of Risk
Cancellation of Orders
Returns, Replacement and Refunds
- (a) Notation at delivery: Inspect the consignment and note any visible damage, leakage, tampering or defect on the delivery receipt / proof-of-delivery.
- (b) Report within 24 hours: Report any defective Product to Okaya's Customer Support Team within 24 hours of receipt by emailing care@okaya.in, furnishing the order number and details of the defect. Claims made after 24 hours may be rejected at Okaya's sole discretion.
- (c) Service Inspection: A service person nominated by Okaya shall visit the Customer's premises to verify the condition of the Product and ascertain whether it is defective.
- (d) Approval of Replacement: If the Product is approved for replacement, the defective Product shall be exchanged for a new item of the same model and specification. Replacement shall constitute the sole and exclusive remedy of the Customer in respect of a defective Product.
- (a) The Product shall be unused and in its original packaging;
- (b) All tags, labels, seals, warranty cards, user manuals, freebies and accessories shall be intact; and
- (c) The Product shall not show signs of misuse, tampering, unauthorised repair, removal of serial numbers or warranty seals, or installation contrary to the user manual.
- (a) where the order has been cancelled by Okaya; or
- (b) in such other circumstances as may be approved by Okaya in its sole discretion, on a case-to-case basis.
Product Warranty
- (a) damage caused by improper or unauthorised installation, handling, transportation, storage, use, or operation;
- (b) use contrary to the manuals, warnings or safety instructions supplied with the Product;
- (c) use with incompatible accessories, charging equipment, cables or input voltages;
- (d) damage caused by power surges, lightning, water ingress, fire, rodents, pests, accidents, force majeure, or any external cause;
- (e) any repair, modification, alteration or opening of the Product by any person not authorised by Okaya;
- (f) removal, defacement or tampering of any serial number, label, sticker or warranty seal;
- (g) normal wear and tear, cosmetic damage, or gradual loss of battery capacity with use and ageing; or
- (h) any Product purchased other than from the Portal or authorised channels, or where the original invoice cannot be produced.
Limitation of Liability and Disclaimers
Indemnity
Intellectual Property
User Obligations and Prohibited Conduct
- (a) host, display, upload, publish, transmit, store, share or modify any information or material that is unlawful, defamatory, obscene, pornographic, paedophilic, invasive of another's privacy, hateful, racially or ethnically objectionable, or infringing of any intellectual property rights;
- (b) impersonate any person or entity, or misrepresent the Customer's identity, age or affiliation;
- (c) use the Website / Portal in any manner that could disable, overburden, damage or impair it, or interfere with its use by any other User;
- (d) use any robot, spider, scraper or other automated means to access the Website / Portal for any purpose, including extracting prices, product listings, customer reviews or other data;
- (e) attempt to gain unauthorised access to the Website, Portal, Account, server, computer system or network connected to the Website / Portal;
- (f) make any speculative, false or fraudulent order, or order with the intention of resale or commercial exploitation other than as permitted by Okaya; or
- (g) post any false, misleading, deceptive, manipulated or paid review or rating of any Product.
Privacy and Data Protection
Third-Party Links and Platforms
Force Majeure
Suspension and Termination
Notices and Communication
Grievance Redressal
| Level | Contact | Response Timeline |
|---|---|---|
| Level 1 — Customer Support (Sales Team) | ecom@okaya.in | Acknowledge within 48 hours; resolve within a reasonable period |
| Level 2 — Grievance Officer | grievance@okaya.in | Acknowledge within 48 hours; resolve within 1 month |
| National Consumer Helpline | 1915 / e-Daakhil Portal | As per NCDRC norms under Consumer Protection Act, 2019 |