Business Information
Cancellation, Return, Refund & Warranty Policy
This policy explains how Lyra Enterprises handles order cancellation, post-delivery defect replacement under warranty, and refunds for orders confirmed through our enquiry and quotation process.
Effective date: September 19, 2026
Order Cancellation (Before Dispatch)
Orders are confirmed only after our team shares a quotation and the customer accepts it. Customers may request cancellation any time before the product is dispatched. Once an order has been dispatched, it is governed by the Post-Delivery Returns and Warranty section below, not this cancellation process.
Custom and Bulk Orders
Orders involving bulk quantities, custom configurations, institution-specific branding or special procurement may not be eligible for cancellation once production or sourcing has started.
Post-Delivery Returns and Warranty
Because our vending machines and incinerators are installed institutional equipment rather than everyday consumer goods, we do not offer “change of mind” returns after delivery. Instead, every machine is covered by our 1-year manufacturer warranty against manufacturing defects, as follows:
- What is covered: Manufacturing defects in parts or workmanship that appear during normal use within 1 year of delivery — for example, a faulty coin acceptor, dispensing mechanism, sensor, display, or control board fitted at the factory.
- What is not covered: Damage from improper installation, misuse, unauthorized modification, water ingress from improper siting, electrical damage from unstable power supply, or normal wear items (e.g. consumable coin-acceptor cleaning).
- Reporting window: Report a suspected manufacturing defect within 1 year of delivery, and report transit damage or missing parts within 48 hours of delivery (see our Shipping and Delivery Policy).
- How it's resolved: On receiving a defect report, our team will troubleshoot remotely first. If the fault is confirmed as a manufacturing defect, we will repair the unit on-site where feasible, or arrange replacement of the defective part/unit. Lyra Enterprises bears the cost of the replacement part and its outbound shipping; return freight for a defective unit being sent back is coordinated case-by-case and confirmed with the customer before pickup.
- Refund vs. replacement: Our default remedy for a confirmed manufacturing defect is repair or replacement, not a cash refund, since the machine has typically already been installed and used. A refund is considered only where repair or replacement is not possible.
These are our standard terms; if your quotation or purchase order specifies different warranty terms, those terms take precedence.
Refund Eligibility (Pre-Dispatch)
- If an advance or payment is received but the order cannot be fulfilled by Lyra Enterprises, the amount paid will be refunded.
- If a duplicate payment is made for the same order, the excess amount will be refunded after verification.
- If a cancellation request is approved before dispatch, any amount paid may be refunded after deducting applicable processing or committed procurement cost.
Refund Timeline
Approved refunds are generally processed within 7 to 10 business days to the original payment source, subject to bank timelines.
Non-Refundable / Non-Warranty Situations
- Products damaged due to improper installation, misuse or unauthorized modification
- Delays caused by incomplete customer information or site-readiness issues
- Bulk or customized orders after manufacturing or dispatch has begun
- Defect or damage reports made after the applicable reporting window above
How to Request Cancellation, a Warranty Repair, or a Refund
Email us or call +91-81223 78860 with your order/enquiry reference, contact details, machine model/serial if available, and a description (with photos if possible) of the issue.
Need help with an order?
Contact Lyra Enterprises at +91-81223 78860 or Email us.