Feb 08, 2018

Replacement, Returns & Cancellation Policy

Privacy Policy

Billing and Shipping Policy

Terms & Conditions

Replacement, Returns and Cancellation Policy

Please note: Unopened items to be returned or replaced must be in the original packing with all inbox literature, warranty/guarantee card and accessories.

DOA (Deficient On Arrival) Policy

A product having hardware failure due to manufacturing defects within a period not exceeding 14 (fourteen) calendar days from the date of invoice and not repairable will be treated as DOA. In the event of a DOA, the customer should contact the Kaiterra Service Center and initiate a RMA(Return Merchandise Authorization). The first attempt shall be to repair and restore the product.

To be able to claim DOA the following aspects are taken into account:

  • The fault prevents the product from optimum performance.
  • While returning your product, you should ensure that the original packaging, documentation and all the accessories, including cables and original packaging are available for return and attach a copy of the RMA.
  • There should not be any physical damage to the Product, including dents, cracks, leakage of fluid, scratches or marks.
  • In case you notice the package contents missing or find physical damage while unpacking (dents, bumps, cracks, leakage of fluid, scratches) you should immediately contact the Kaiterra service centre and arrange for sending the equipment back to the designated location.

When do you get a refund for the cancelled order?

If the payment was by Credit/Debit card or Net-Banking, we will refund the money in your Credit/Debit Card or Net-Banking account. Typically refunds are processed in 7-21 working days for credit cards and 5-7 working days for debit cards and net-banking orders.


The Kaiterra website is provided “As is” and “with all faults” and the entire risk as to the quality and performance of the Kaiterra website is with you. Except as otherwise stated in these terms, should the materials or services prove defective, you, and not Kaiterra, assume the entire cost of all necessary services and repair. Kaiterra expressly disclaims all warranties of  Merchantability, fitness for a particular use or purpose, title, and non-infringement of intellectual property rights). Without limiting the generality of the foregoing, Kaiterra makes no warranty that the Kaiterra websites will meet your requirements or that the Kaiterra Websites will be interrupted, timely, secure, or error free or that defects in the Kaiterra Websites will be corrected. Kaiterra makes no warranty as to the results that may be obtained from the use of the Kaiterra websites or the accuracy or reliability of any information obtained through the Kaiterra websites. No advice or information, whether oral or written, obtained by you through the Kaiterra websites or from Kaiterra, its parents, subsidiaries, or other affiliated companies, or their suppliers (or the respective offices, directors, employees, or agents of any such entities) (collectively, “the Kaiterra Parties”) shall create any warranty. Kaiterra disclaims all equitable indemnities.

Order Placement

You can place orders for any of the products listed on the website. Acceptance of order is subject to both payment receipt and stock availability. Service Provider however reserves its right to refuse to execute any transaction/s with any customer without assigning any reason(s) whatsoever, unless otherwise directed by Kaiterra. Upon receiving the payment, an order number is auto generated and appears as a message at the end of payment processing. This will also be mailed at the email ID provided by you at the time of entering the order. Service Provider will initiate the order processing after payment receipt subject to stock availability at that point of time. Orders once placed with payment cannot be cancelled. However, if the customer wants to cancel the order, Cancellation Charges will be applicable.

In case of upgrade related offers, the default merchandise will be replaced by the upgraded merchandise.


You can use various facilities, namely Credit Card, Debit Card and Net-banking payment through payment gateways on the site for making payments. In case of use of Credit or Debit Cards or Net-banking facilities to make payments, your information is secured through use of 128 bit Secure Socket Layer (“SSL”) technology. You agree, understand and confirm that the credit card used is lawfully owned or possessed by you and that you shall not pay or attempt to pay for Product(s) using fraudulent credit card information. Service Provider confirms that it shall use reasonable measures to ensure security of the information and will not be shared with third parties, unless required for fraud verifications or by law, regulation or court order. Neither Kaiterra nor Service Provider shall be liable for any credit card fraud.

Payment Gateway

There are multiple payment partners providing us with a payment gateway. All online transactions will be routed through one of our payment partners. Upon successful transaction, the payment partner will collect and remit the money to Service Provider. Service Provider upon receiving the payment will initiate order processing.

Order Fulfillment

Service Provider will initiate processing your order upon payment receipt for all orders. If there are any issues such as incomplete address, payment amount does not tally with order value, stock not available for one or complete set of products ordered and any such issues that could potentially delay the delivery, such orders will be referred to Customer Service Representatives (CSR). CSR will call or mail you to inform the issues. Only upon resolving the issues, the order will be processed.

Delivery & Acceptance of Goods

Service Provider will initiate the dispatch of goods through courier, postal or other means of transport as deemed fit, in original packing. However in case of select products where additional packaging is required to secure the product from transit damage, Service Provider may take necessary steps. The addressee shall receive and accept the goods as long as the ordered products are delivered without material physical damage to the original product packaging. Non-acceptance of goods for any reasons other than that stated will be considered as order cancellation and cancellation charges as applicable will be levied.

If the premises are locked or if the nominated recipients are not available, it will be treated as undeliverable and the courier will initiate return of goods to Service Provider. If such returned goods are to be re-delivered without order cancellation, Service Provider can charge an additional 2% of the cost of goods or Rs.500/- whichever is higher towards the freight cost. However, if cancelled, Cancellation Charges of 5% of cost of goods will also be charged additionally.

Privacy Policy

We thank you for your interest in our website. Protecting your personal data is very important for us. The following text informs you in detail about how we handle and protect your data.

1. Access data and hosting
You may visit our website without revealing any personal information. With every visit on the website, the web server stores automatically only a so-called server log file which contains e.g. the name of the requested file, your IP address, the date and time of the request, the volume of data transferred and the requesting provider (access data), and documents the request. These access data are analyzed exclusively for the purpose of ensuring the smooth operation of the website and improving our offer. This serves according to art. 6 (1) 1 lit f GDPR the protection of our legitimate interests in the proper presentation of our offer that are overriding in the process of balancing of interests.

Third-party hosting services
Data are also processed by a third-party provider that we have engaged to render hosting and website presentation services on our behalf. This provider processes on its servers all data that are collected in the manner specified below when you visit our website or fill in forms made available for this purpose in our online shop. Data are processed on other servers only in the scope described herein.

This service provider is based in Bulgaria and is GDPR-compliant.

2. Data collection and use for processing the contract

We collect personal data that you disclose to us whenever you place an order or contact us (e.g. via contact form or by e-mail). Mandatory fields are marked as such because we absolutely need those data to perform the contract or process your contact request, and you would otherwise not be able to complete your order or send the contact request. It is evident in each input form what data are collected. We use the data that you disclose to us to perform the contract and process your enquiries according to art. 6 (1) 1 lit b GDPR. Upon contract completion, any further processing of your data will be restricted, unless you expressly consent to the further use of your data or we reserve the right to further use your data in the scope and manner permitted by law, of which we inform you in this notice.

3. Transfer of data

We disclose your data to the shipping company in the scope required for the delivery of the ordered goods according to art. 6 (1) 1 lit. b GDPR. Depending on the payment service provider you have selected during the ordering process, we disclose the payment details collected for order processing purposes to the bank commissioned to handle the payment and, as the case may be, to the payment service provider commissioned by us or to the selected payment service. Some of those data are collected by the selected payment service providers themselves if you open an account with them. In such a case, during the ordering process, you must register with your payment service provider using your access data. In this respect, the privacy notice of the relevant payment service provider applies.

We use the services of payment providers, which have its registered office outside the EU.

Personal data are disclosed to that company only to the extent required to perform the contract and to a shipping provider. If, when or after placing your order, you consent to the disclosure of your name, address, and phone number to the selected shipping provider based on that consent according to art. 6 (1) 1 lit. a GDPR, in order to enable the shipping provider to contact you to advise you of the delivery or agree with you the delivery details. You may revoke your consent at any time by contacting our Support team at support@kaiterra.com, leaving a message in the Comments section of your order, or by directly notifying the shipping provider at the contact address specified below. After you revoke your consent, we will delete the data disclosed for this purpose, unless you expressly consent to the further use of your data or we reserve the right to further use your personal data in the scope and manner permitted by the law, of which we inform you in this notice.

SF Express: http://www.sf-express.com/hk/en/contact_us/
UC Express: http://www.uce.cn/index.html
Blue Dart: https://www.bluedart.com/centralised.html
DTDC: http://www.dtdc.in/contact_service.asp

4. E-mail newsletter
E-mail advertising if you subscribe to the newsletter

If you subscribe to our newsletter, we will regularly send you our e-mail newsletter based on your consent according to art. 6 (1) 1 lit a GDPR, using the data required or disclosed by you separately for this purpose.

You may unsubscribe from the newsletter service at any time. For this purpose you can either send a message to the contact option via our contact form or use the opt-out link in the newsletter. Upon unsubscription, we will delete your e-mail address unless you have expressly consented to the further use of your data or we reserve the right to further use your personal data in the scope and manner permitted by the law, of which we inform you in this notice.

The newsletter is sent to you by our service providers Hubspot (25 First Street, 2nd Floor Cambridge, MA 02141 United States) and Mailchimp (The Rocket Science Group LLC, 675 Ponce de Leon Ave, NE Suite 5000 Atlanta, GA 30308 United States) who process data on our behalf and to whom we disclose your e-mail address.

This service providers are based in the USA and is certified to the EU-US Privacy Shield. The current certificate can be looked up here. Based on this agreement between the USA and the European Commission, the latter has recognized entities certified to the Privacy Shield as those ensuring an adequate level of data protection.

5. Integration of WooCommerce
We have integrated WooCommerce to process orders placed on our website. The type of personal information collected are name, address, e-mail address, phone number, and credit/debit card information.

We use the transaction and billing information you provide about yourself when placing an order only to complete that order. We do not share this information with outside parties except to the extent necessary to complete that order. We keep contact information until a user requests that we delete that information from our live systems. If you choose to unsubscribe from a mailing list, we may keep certain limited information about you so that we may honor your request.

This service provider is based in the USA and is certified to the EU-US Privacy Shield. Based on this agreement between the USA and the European Commission, the latter has recognized entities certified to the Privacy Shield as those ensuring an adequate level of data protection.

6. Cookies and web-analysis
To improve the user experience on our website and enable you to use its certain features in order to show suitable products or conduct market research, some pages of this website use the so-called cookies. This serves the protection of our legitimate interests in the optimized presentation of our offer according to art. 6 (1) 1 lit a GDPR that are overriding in the process of balancing of interests. A cookie is a small text file which is stored automatically on your end device. Some of the cookies we use are deleted after you close the browser session, i.e. when you close the browser (that’s the so-called session cookies). Other cookies are stored in your end-user device and enable us to recognize your browser when you visit us again (persistent cookies). To check the cookie storage period, you can use the Overview function in the cookie settings of your web browser. You can configure your browser for it to inform you whenever a page uses cookies and decide on a case-by-case basis whether to accept or reject the cookies on a given website or generally. Every browser has a different policy for managing the cookie settings. The browser’s policy is described in the Help menu of every browser and explains how you can change your cookie settings. To find out how to change the settings in your browser, see the links below:
Internet Explorer™: https://support.microsoft.com/en-gb/help/17442/windows-internet-explorer-delete-manage-cookies
Safari™: https://support.apple.com/kb/PH21411?locale=de_DE&viewlocale=en_US
Chrome™: https://support.google.com/chrome/answer/95647?hl=en&hlrm=en
Firefox™: https://support.mozilla.org/en-US/kb/enable-and-disable-cookies-website-preferences
Opera™ : http://help.opera.com/Windows/10.20/en/cookies.html

Please note that disabling cookies may limit your access to some features of our website.

Using of Google (Universal) Analytics for web analytics
For the purpose of website analytics, this website uses Google (Universal) Analytics, a web analytics service provided by Google LLC (www.google.com). This serves the protection of our legitimate interests in the optimized presentation of our offer according to art. 6 (1) 1 lit f GDPR that are overriding in the process of balancing of interests. Google (Universal) Analytics uses methods, like e.g. cookies, that enable an analysis of your use of the website. The information collected automatically by cookies about your use of this website are as a rule transmitted to and stored on a Google server in the United States. At the same time, as IP anonymization is enabled on this website, the IP address will be shortened before being transmitted within the area of member states of the European Union or other parties to the Agreement on the European Economic Area. Only in exceptional cases, the full IP address will be sent to a Google server in the USA and shortened there. Generally, Google does not associate the anonymized IP address, transmitted from your browser through Google Analytics, with any other data held by Google. Google LLC is headquartered in the USA and is certified to the EU-US-Privacy Shield. You will see the up-to-date certificate here. Based on this agreement between the USA and the European Commission, the latter has recognized entities certified to the Privacy Shield as those ensuring an adequate level of data protection.

You may prevent the data generated by cookies and related to your use of the website (incl. your IP address) from being recorded and processed by Google by downloading and installing the browser plugin available through the following link: http://tools.google.com/dlpage/gaoptout?hl=en

As an alternative to this browser plugin, you may click on this link to prevent future collection of data by Google Analytics on this website in the future. In this process, an opt-out cookie will be stored on your end-user device. If you clear your cookies, you will have to click the link again.

7. Social media plugins
Youtube video plugins

We have embedded third-party content on our website. This content is made available by Google LLC (“Provider”). Youtube is operated by Google LLC, 1600 Amphitheatre Parkway, Mountain View, CA 94043, USA (”Google”). In respect of Youtube videos which are embedded in our website, we have enabled the privacy enhanced mode. This means that Youtube does not collect or store information about visitors unless they play the video. Embedding the video serves the protection of our legitimate interests in the optimal marketing of our website according to art. 6 (1) 1 lit f GDPR that are overriding in the process of balancing of interests To find out more about the purpose and scope of collection, further processing and use of the data by the Providers, and to learn about your rights in this respect and how you can customise your browser to better protect your privacy, please see the data privacy policies of Google.

8. Contact possibilities and your rights
You are entitled to obtain free-of-charge information concerning data stored about your person and, as the case may be, to correct, restrict the processing, enable the portability of, or delete those data. If you have any questions about how we collect, process or use your personal data, want to enquire about, correct, block or delete your data, or withdraw any consents you have given, or opt-out of any particular data use, please contact us directly using the contact form. You may also submit a complaint to the responsible data protection supervisory authority.

Right to object
If we process personal data as described above to protect our legitimate interests that are overriding in the process of balancing of interests, you may object to such data processing with future effect. If your data are processed for direct marketing purposes, you may exercise this right at any time as described above. If your data are processed for other purposes, you have the right to object only on grounds relating to your particular situation. After you have exercised your right to object, we will no longer process your personal data for such purposes unless we can demonstrate compelling legitimate grounds for the processing which override your interests, rights and freedoms or for the establishment, exercise or defence of legal claims. This does not apply to the processing of personal data for direct marketing purposes. In such a case we will no longer process your personal data for such purposes.

Billing and Shipping Policy

Mode of Payment

You can pay online securely via credit card, debit card, netbanking or wallets. In store purchases can be paid with cash or cheque. We also accept bank transfer. Please get in touch to initiate a bank transfer. Once the transfer is successfully received, we will dispatch your order. Cash on delivery is not available at this time.

How long will it take for me to get delivery?

Most orders are dispatched within 2 – 3 business days. Delivery time will vary based on your location. Deliveries in Delhi/NCR will take between 4 – 5 days and rest of India will be about 6 – 8 days.

How do I track the exact delivery status?

Once your order is shipped, you will get an email informing you of the courier company bringing your package and the tracking number. The package can be tracked on the courier company’s web site.

During what hours of the day can I expect delivery?

Deliveries are made during office hours, 9 am to 7 pm.

Will I be informed of the exact time of delivery?

The couriers deliver during office hours and for more specific details you can contact the courier company directly.

Delivery Policy

Please also note that each shipment of items in an order requires an adult’s signature upon delivery. If there is any change in delivery address after the order has been placed the shipment shall be retained at the shipper’s branch office for you to collect. You can ask for a shipper’s branch location nearest to you for picking-up the shipment.

What happens if I am not at my delivery address at the time of delivery?

The courier will leave you a delivery card for you to contact them in order to re-arrange delivery.

Do I have to sign for the parcel personally, or can someone else sign for it?

People in your household can sign for the parcel but they will be asked for some proof of identification.

Partial Shipments

You can buy several items on Kaiterra.com/in in a single order. A particular item that is out of stock may not be shipped to you along with other items that are available off the shelf. In such cases there will be “Partial Shipment” of your order. This means that you will receive only a part of your whole order. In such cases, you will not be charged extra shipping charges for each subsequent shipment of items.

Out of Stock Items

Any out of stock items in your order will automatically be shipped separately. A notification for the same would be sent to you.

Warranties & Guarantees of Goods Sold

Products sold on this site are covered by manufacturer’s warranty. Warranty period and type offered are mentioned in the Warranty Policy.

Terms & Conditions

Attention: Please read these Terms of Use (“Terms’) carefully before using this website (“Site”). Using this site indicates that you have read and accept these terms. If you do not accept these terms, you are not authorized to use this site. These terms govern your use of this site, any content (such as text, data, information, software, graphics, or photographs) that Kaiterra India (collectively “KTI”) may make available through the site (collectively, “Services”). The site, materials, and services are referred to in these terms collectively as the “KTI Websites.”.

KAITERRA INDIA (“KTI”) in association with Roy Imaging LLP. (“Service Provider”), A7/94 Phase 5, Near Mother Mary School, Aya Nagar, Delhi – 110047, provides you the Kaitera Online store (‘Store’ or ‘KTI Website’) services subject to the notices, terms, and conditions set forth herein. In addition, when you use any KTI Online store service, you may be subject to the rules, guidelines, policies, terms and conditions applicable to such service, and may be incorporated by reference. KTI reserves the right to change the services provided through the KTI online store and/or these terms and conditions at any time. KTI retains the right to deny access to anyone who we believe has violated these terms and conditions. Service Provider is a KTI authorized distributor and shall be responsible for accepting your orders, collecting payments and supplying the listed products or services as per your order.

Role of KTI and Service Provider

The KTI online portal is developed, maintained and updated by KTI. The process of payment authorization and receipt, order acceptance and fulfillment, and other physical portions of a transaction are managed by the Service provider. As stated, Service Provider shall be solely responsible for fulfillment of all orders successfully placed through the Store including but not limited to invoicing, payment processing and product delivery to customers. In no event shall KTI, its affiliates, directors, officers, agents, consultants or employees etc. be liable for any purchases made through the KTI Online store. You hereby to the fullest extent permissible waive any and all claims that you may have against KTI and its Representatives arising as a result of or in relation to the KTI online store or purchases made through the KTI Online store including, inter-alia, claims relating to payment and delivery of the products.

Other Agreements; Software, Services or Access

KTI may provide services (such as hardware maintenance or repair or software installation, or training) or access to KTI Websites under the terms of a separate agreement between you and KTI (each, an “Other Agreement”). KTI’s obligations with respect to any product, service, or access that it makes available to you under any Other Agreement shall be governed solely by the Other Agreement under which such product or service is provided and these Terms shall not be deemed or construed to alter the terms of such Other Agreements.

Information Errors

Neither KTI nor Service Provider undertakes that the information on the Store is correct or accurate at all time. In the event of information regarding a product being found incorrect due to any reason whatsoever, Service Provider shall have the right to refuse or cancel any orders placed for such product(s). If your credit card has already been charged for such a cancelled order, Service Provider shall issue a refund of the transaction through your original mode of payment to a maximum extent of the original amount paid.

Modifications to These Terms

KTI may, in its sole and absolute discretion, change these Terms from time to time. KTI will post notice of such changes on the applicable Site. If you object to any such changes, your sole recourse shall be to cease using the KTI Websites. Continued use of the KTI Websites following notice of any such changes shall indicate your acknowledgement of such changes and agreement to be bound by the terms and conditions of such changes.

Standard Warranty

All the materials and products and services, included on or otherwise made available to you through the Store shall be covered by standard product warranty offered by the manufacturer. The products are provided “as is” and “as available” basis without any representation or warranties, express or implied except otherwise specified in writing. Nothing on this website constitutes, or is meant to constitute, advice of any kind and you are requested to perform independent analysis before ordering the products. In case of any manufacturing defect that is identified during the Warranty period, the customer should contact the KTI Service Center with the following details:

Details of the product owner, invoice, product code, product serial number and the symptoms associated with the failure.

If you transfer a product to another user, warranty service will be available to that customer for the remainder of the warranty period.

It is your responsibility or that of the person receiving the goods on your behalf to ensure that the package is properly sealed and not tampered with.

Limitation of Liability

The liability, if any, of Service Provider and KTI towards a user under this Agreement shall be limited to the amount payable by User to the Service Provider. Neither Service Provider nor KTI shall be liable for any indirect, special or consequential costs or damages of whatever nature, including but not limited to, lost revenues or profits, downtime costs, loss or damage to data or other intangible losses, arising out of or in any way connected with the use of this Website, Products and/ or the services and/ or the Agreement or with the delay or inability to use this Website, or for any information, materials and/ or Products uploaded, posted, emailed, transmitted and/ or obtained through this Website, or otherwise arising out of the use of this Website, whether based on contract, tort, negligence, strict liability or otherwise. This provision does not limit either party’s liability for: unauthorized use of intellectual property, nor any liability which may not be excluded or limited by applicable law.


User shall at all times fully indemnify and hold harmless KTI, Service Provider, their officers, directors, agents, employees, and associate companies, from any and all costs, losses, claims, demands, damages and liabilities ,actions including costs and reasonable attorneys’ fees, made by any third party and/or penalty imposed, due to and/or arising out of User’s breach of the Terms & Conditions and/or User’s violation of any law, rules or regulations and/or the rights of a third party and/or the infringement by User including, without limitation, copyright and trademark infringement, obscene and/or indecent postings, and online defamation, and/or any third party using the User’s account, of any intellectual property and/or other right of any person and/or entity.

Governing Law and Jurisdiction

The transactions on this website shall be governed by, construed, interpreted, and enforced in accordance with the laws of India. Specific performance and damages any other disputes arising in respect hereto shall be subject to exclusive jurisdiction of the courts of Delhi.

Force Majeure

KTI and Service Provider shall not be liable for any failure and/or delay on their part in performing any of its obligation under this Agreement and/or for any loss, damage, costs, charges and expenses incurred and/or suffered by the User by reason thereof if such failure and/or delay shall be result of or arising out of Force Majeure Event set out herein. Explanation: “Force Majeure Event” means any event due to any cause beyond the reasonable control of KTI and/or Service Provider, including, without limitation, unavailability of any communication system, sabotage, fire, flood, earthquake ,explosion, acts of God, civil commotion, strikes, lockout, and/or industrial action of any kind, breakdown of transportation facilities, riots, insurrection, hostilities whether war be declared or not, acts of government, governmental orders or restrictions breakdown and/or hacking of the Website and/or contents provided for availing the Products and/or services under the Website, such that it is impossible to perform the obligations under the Agreement, or any other cause or circumstances beyond the control of KTI and/or Service Provider hereto which prevents timely fulfillment of obligation of KTI and/or Service Provider.


KTI reserves the right to cancel the order at its discretion (with/without prior customer intimation) depending on the availability of products.