Order & Return Policy

We want you to be completely satisfied with your Covlor® Smart Door Lock. This Order & Return Policy explains how returns, exchanges, and refunds work. Please contact our support team before initiating any return or exchange — approvals help us process your request quickly and correctly.

Before You Return or Exchange

Contact support at hello@covlor.de or +91 88 600 5555 1 to raise a request and receive return instructions and an approval reference. Returns or exchanges sent without prior approval may not be accepted, and we recommend keeping your order confirmation and invoice until the process is complete.

1. Return Window

Return requests must be raised and the product dispatched within 3 days of delivery. Requests made after this window may not be eligible. The return date is based on the date you hand the product to the courier.

2. How to Start a Return

• Contact our support team with your order number and reason for return.
• Receive approval and return instructions from us.
• Pack the product securely in its original packaging with all accessories.
• Dispatch it within the return window using the method we advise.

3. Shipping Charges

For returns, the customer pays both the original delivery charge and the return shipping charge. Shipping charges are non‑refundable except where the product was received damaged, defective, or incorrect.

4. Refunds

Once we receive the product and complete inspection, your refund is processed within 15 days of us receiving the goods, after deducting applicable shipping costs. Refunds are issued to your original payment method; the time for the amount to appear depends on your bank or payment provider.

5. Exchange

A product may be exchanged one time within 5 days of delivery, subject to stock availability and prior approval. If the replacement differs in price, the difference will be charged or refunded accordingly.

6. Conditions for Return & Exchange

• The product must be unused, undamaged, and in its original packaging with all accessories, manuals, and free items included.
• All returns and exchanges require prior approval from our support team.
• The product must not be installed, fitted, or modified beyond what is needed to inspect it.
• Proof of purchase (order number or invoice) is required.

7. Items Not Eligible

• Products damaged by misuse, mishandling, tampering, or incorrect installation.
• Products returned without original packaging or with missing parts or accessories.
• Requests raised after the return or exchange window has passed.

8. Damaged or Incorrect Items

If your order arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery with photos and your order number. We will arrange a replacement or refund at no extra shipping cost to you after verification.

9. Warranty

Manufacturing defects that appear after the return window are covered under our product warranty rather than this return policy. Please see our Warranty & Terms page or contact support for a service claim.

10. Contact Us

For any return, exchange, or refund request, email hello@covlor.de or call +91 88 600 5555 1. Covlor®, BR‑28, Bihar, India.