FAQ's

  • How do I place an order?

    Placing an order on AOSmith India is quick and simple. Follow these steps to place your order.

    1.    Choose the items you want to order by browsing through our wide range of products and categories or simply search for your desired product through our powerful and quick search placed at the header of each page. Use the drop-down menu to restrict your search to a particular category.

    2.    Add the selected items to your Shopping Cart.

    3.    A Shopping Cart pop up will open that will showcase products/items that you have selected to buy. You can change quantity of the items from this pop up and can also remove items from your shopping cart.

    4.    You can view your shopping cart anytime during your stay on our store by clicking on "My Shopping Cart" label, placed at the header of our site. To continue shopping, click on "Close and Continue Shopping" and to place an order click on "Place Order".

    5.    Sign in using your e-mail address if you already have an account. If you are a first time user then you need to create an account first by registering with our 4 field form which asks your First Name, Last Name, email id and a password or it is also possible through Facebook and Google+.

    6.    Enter the address where you want to receive your order. Already registered user can select from stored shipping address and billing address or can enter a new shipping and billing address. New user will be asked to enter new shipping and billing address.

    7.    Review and Submit your order. Take a moment to review all of the items you've placed in your Shopping Cart. You can update your shopping cart i.e. change the quantity of the items you wish to buy in your shopping cart.

    8.    Choose how you would like to pay and make the payment to complete your order. Check our payment options.

    9.    Once you are done with the payment, you will be redirected to "Thank You" page on our website to demonstrate for successful order placement. An email will be sent to your registered email id so that you can keep a note of your order details. On "Thank You" page you will be able to see your Order No. Please quote this number for all interactions for any post order queries to Customer service.

  • Do you take orders over phone?

    We do not take orders over phone for the products listed on our website

  • What are the different modes of payment?

    You can use any one of the following payment methods:

    ·         Credit card (Visa/ Master/ Amex)

    ·         Debit card (All major bank debit cards)

    ·         Net Banking ( All major banks )

    ·         Credit card EMI ( 3 & 6 months installments)

  • How do I check the current status of my order?

    You can check the status of your order by visiting the "My Account" link. Please follow the steps mentioned as under:

    Step 1: Click on  Track order  Link in the My Account section. It shall display the orders you have placed on our shopping channel with current status.

    Step 2: Click on the Order number to know the details of the order. This displays the order page with the order number and sub order numbers with respective details.

  • Are there any hidden costs on purchase?

    There are absolutely no hidden charges. You pay only the amount that you see in your order summary page. In some cases, if the courier delivery person asks for any extra charges then kindly Contact Us.

  • Do you have warranty on your products?

    Yes, we do have warranty on most of our products. 

  • What if I find my package opened or tampered upon delivery?

    Please don't accept an open or tampered package. Notify us of the same just after receiving the package since our courier partner doesn't provide open delivery option.

  • What does the various product availability options mean?

    In Stock: The item is available; we expect to deliver it in the mentioned timelines.
    Out of Stock: This item is sold out and is currently not in stock. In such cases please enter your e-mail id to get notified when the product is back in stock.

  • Do I need to register to shop?

    No, it is not mandatory to register for shopping with us. However, it will be beneficial for you to register with A.O.Smith as it will allow us to communicate effectively with you regarding your transactions and order status. Two of our sections i.e. Shopping Cart and My Account are password protected. You can change/edit your profile or password from "My Account" section.

    When you click on any of these links you will reach a sign in page. A new user can register here or members can login to their account directly; else, to reach there directly, click on "Login/Register" on the top of the Home page to register online with us.

  • By registering, will I automatically receive marketing emails from you?

    Registering with us does not automatically subscribe you to our newsletter. If you don't wish to receive our newsletter just click on the unsubscribe link in the newsletter or unsubscribe by deselecting the checkbox present in ?Edit Profile? Section.

  • Is it mandatory to provide a mobile phone number for account creation? What if I don't?

    Yes, it is mandatory to provide your mobile phone number. We strongly recommend you to provide your mobile number so that we can update you on your order status etc.

  • Are there any benefits for providing my mobile number?

    Yes, you will be able to receive different kinds of mobile communications from A.O.Smith India. Also, it will help us in providing you various information regarding your order/case status.

  • What if I have forgotten my password or my password does not work?

    Don't worry. Here's what you need to do:

    1.    Click My Account on the top right of the site page to access the login window.

    2.    Click the Forgot your password link.

    3.    Enter your e-mail ID in the displayed field.

    4.    You will receive an automated email with the link.

    5.    You can reset your password instantly by clicking the link.

  • Is it safe to Login at A.O.Smith India through my Facebook ID or Google ID?

    Yes, it's absolutely safe to login at A.O.Smith through your Facebook or Google ID. We will not store your passwords in any case.

  • Do I need to type my address each time I order?

    Address once used will be saved in My Account -> Profile link. You can go to your Address Book and modify your default Shipping(delivery) address.

    You can also add more addresses using Add a new address button. You can select any of the addresses instead of typing the shipping address while you are ordering.

  • What payment methods do you accept?

    You can use any one of the following payment methods:

    ·         Credit card (Visa/ Master/ Amex)

    ·         Debit card (All major bank debit cards)

    ·         Net Banking ( All major banks )

    ·         Credit card EMI ( 3 & 6 months instalments)

  • Is it safe to shop online using my Debit card or Credit Card?

    All credit card, Debit Card and net banking transactions are processed over a secure encrypted connection. So, it is absolutely safe to shop online with us. All credit card and debit card payments on A.O.Smith India shopping are processed through secure and trusted payment gateways managed by leading banks. Banks now use the 3D Secure password service for online transactions, providing an additional layer of security through identity verification.

  • What does the different payment status mean?

    1.    Payment Received: This confirms that the payment for the order has been accepted.

    2.    Payment Not Received: This means that the payment for the order has not been received yet. This status is usually shown for a COD or Cheque payment mode.

    3.    Payment Declined: This means that the payment for the order could not be completed. You need to make the payment again in order to confirm the order.

    However, in case of COD (cash of delivery) the refund is processed via cheque/Demand draft mode.

  • What should I do if my payment fails?

    In case of a payment failure, please retry ensuring correct account details, billing address, password (for net banking) and make sure your Internet connection is not disrupted in the process. If your account has been debited after a payment failure, it is normally rolled back to your bank account within 7 business days. You can Contact Us with your order number for any clarification.

  • What is EMI?

    EMI stands for equated monthly instalments. A fixed payment amount made by you at a specified date each calendar month.

  • What are the EMI options available with A.O.Smith?

    The EMI payment option is available for SBI, ICICI, Axis Bank, Indusland, HSBC, American Express and Kotak Mahindra  credit cards only. You can choose to pay in 3, 6 month installments. However, the minimum order amount required for an EMI purchase is rupees 3000.

  • I chose to pay with EMI but it charges with full amount?

    This can happen due to two reasons:

    1.    EMI conversion failed: Approval of EMI is at the sole discretion of Card Issuing Bank. Any query/dispute with regards to the payment using the EMI option should be directed towards Card Issuing Bank, and A.0.Smith shopping shall not be liable for the same in any manner.

    2.    Card statement gets generated: By the time EMI conversion is done by issuing bank, card statement already gets generated. Due to which you may fine full order amount gets billed to you. This amount generally gets credited to you in subsequent statement and normal EMI amount is billed to you. However, it is recommended to contact your issuing bank and report the issue.

  • How do I make a payment using A.O.Smith credit card EMI option?

    When prompted to choose a 'Payment Option', select 'Credit Card (EMI)'. Choose the bank and plan (3 & 6 months) of your choice and enter your credit card details. Once the payment is authorized, your order will be processed and shipped. You will need to pay the total amount, in the pre-determined number of instalments, as per your credit card billing cycles.

  • Do I need to pay any additional charges or processing fee to avail EMI option?

    A.O.Smith does not charge any addition processing fee from its customers. However, the Bank charges annual interest rates (sample calculations below) according to the reducing monthly balance method. In the monthly reducing cycle, the principal is reduced with every EMI and the interest is calculated on the remaining balance.

    EMI Sample Calculations: The table below shows a sample of EMI plans for a Rs 10,000 purchase on A.O.Smith Shopping paid using the EMI payment plan.

    Tenure (months) Loan amount Monthly installments Bank interest rate (annual) Total effective price paid Interest paid to Bank

    3

    Rs 10,000

    Rs 3,400.22

    12.00%

    Rs. 10,200.66

    Rs. 200.66

    6

    Rs 10,000

    Rs 1,725.48

    12.00%

    Rs. 10,352.90

    Rs. 352.90

    9

    Rs 10,000

    Rs 1,172.16

    13.00%

    Rs. 10,549.44

    Rs. 549.44

    12

    Rs 10,000

    Rs 893.17

    13.00%

    Rs. 10,718.07

    Rs. 718.07

  • Is the interest amount refundable if I cancel my order?

    In case of any kind of refund in an EMI transaction, interest already billed in a particular transaction will not be refundable

  • How do I check the current status of my orders?

    You can check the status of your order by visiting the "My Account" link. Please follow the steps mentioned as under:

    Step 1: Click on Track order link in the My Account section. It shall display the orders you have placed on our shopping channel with current status.

    Step 2: Click on the Order number to know the details of the order. This displays the order form with the order number and sub order numbers with respective details.

  • What does the different order status mean?

    1.    Order Placed - This is first status of any successful order that you place on our store. As soon as you place an order with us, Order Status becomes Order Placed.

    2.    Order Dispatched - This is the status of an order which has been dispatched to your address using one of our courier partners.

    3.    Order Cancelled - An Order may be cancelled due to variety of reasons. On customer request we shall cancel the order or if in rare case the item purchased in out of stock then we shall cancel the order as well.

    4.    Order Rejected - An order may be rejected in case we find any faulty transactions or fraudulent in the payment.

    5.    Order Delivered - This is the status of an order which has been successfully delivered to you by our courier partner.

    6.    Order Refunded - This is the status of an order for which the payment has been refunded. The refund is processed usually on the same mode on which the payment is made.

  • Order cancelled due to product Out of stock/Change in price?

    We make every attempt to deliver exactly what is featured on the site, however on certain occasions, the product tends to get out of stock or there is a change in price. In such cases the order may be cancelled. Please note that orders which are not delivered within the estimated time period may also be cancelled as per A.O.Smith policy .In such cases A.O.Smith shall process complete refund of prepaid orders.

  • What are the shipping charges?

    A.O.Smith shopping charges a very nominal amount as shipping charge on certain orders and may charge no shipping charge on some orders depending upon the location and order amount.

  • What is the estimated delivery time?

    An estimated delivery time is displayed on the Order Summary page. On placing your order, you will receive an email containing a summary of the order and also the estimated delivery time to your location. Sometimes, delivery may take longer due to bad weather, flight delays, political disruptions and other unforeseen circumstances.

  • What is the difference between shipping time and delivery time?

    Shipping refers to packing and dispatch of your order. Shipping time is the number of working days it will take to dispatch the product from our end (E.g. Ships within 4 days). The delivery may take few more days depending on the address and the courier partner.

  • What does the different shipment status mean?

    1.    Order Shipped: The order is shipped through our third party Courier partners. Details of Order Shipment are sent to your registered email id. You can also check AWB no, and courier partner when you click on respective order no on Track Order Page.

    2.    Order Delivered: Once the order is shipped our team keeps a check on its delivery as well. Once we get a confirmation from respective couriers' website that order has been delivered our logistics team mark the order as delivered.

    3.    Order Returned: This state appears when an order has been sent for replacement / refund.

  • I am not able to understand the detail of my shipment information?

    Courier companies use certain standard abbreviations and terminologies. Some of the most commonly used terms are explained below. If it didn't answer your question please Contact Us.

    In transit - Your order is on its way to your town/city

    Out for delivery - Your order has reached your city and will probably be delivered today/tomorrow.

  • Product cannot be shipped to my area. Why?

    We at A.O.Smith shopping try very hard to make sure that we deliver the product to every location but there are instances when the product cannot be shipped to some locations. This could be a consequence of general regulations or serviceability issues with our courier partners.

  • Does A.O.Smith deliver internationally?

    As of now, we do not deliver items outside India.

  • How do I cancel my order?

    You can raise Order Cancellation request from "My Account" -> "Track Order" section. Against every order there is a link "Request Cancellation". Simply click on that link and raise your issue with us. Our team will analyze your request and will act accordingly.

    If the order is already under process or has been already shipped, then cancellation request will not be accepted. 

  • How long will it take to process my cancellation request?

    Once you request the cancellation of item(s) in your order, it will take us a maximum of 2-4 business days to identify and authorize cancellation. Order cancellation for items which are yet to be shipped will take another 48 hrs time since the procurement & shipment needs to be kept on hold. In case the cancellation is requested post delivery "Under return policy" then the cancellation will only be processed/authorized after return of the delivered item followed by inspection of product at our central warehouse. For refund timelines please refer our Refund Policy.

  • Which Reasons are considered valid for order cancellation?

    Please refer to our Return policy for details.

  • What are the modes of refund available after cancellation?

    Please refer to our Refund policy for details.

  • Is there any provision for Changing Orders?

    Currently there is no provision to change orders once the payment has been made.

  • How can a product be returned back to A.O.Smith India Water products

    To return a product purchased (full payment made through online payment gateway) on aosmithindia.com, just indicate the reason for your return in a short note and E-mail onlinesales@aosmithindia.com

    We will refund to you the entire cost of the returned item, less applicable bank charges of x%, Services Tax x% on the bank charges and ECESS of x% on Service Tax. Please note that we will provide a refund facility only for products bought from our online store.

  • Within what time period do I have to return the product

    You can return any product bought from A.O.Smith India Water Products Private Ltd, before the product is installed at your place. This should be done within 30 days from date of invoicing.

  • How and when will I get my refund?

    We will initiate the refund process once you receive the package with the item in it. The refund will be made to the same payment option(s) originally used to pay for the order. Please note we will not be able to return the same by cheque or cash.

  • What do I do in case I was to cancel my order before the shipment reaches me?

    Please write to onlinesales@aosmithindia.com with transaction details along with the reason of cancellation. We will initiate the refund process once we receive your cancellation request. The refund will be made to the same payment option(s) originally used to pay for the order. Please note that applicable bank charges of, Services Tax x% on the bank charges and ECESS of x% on Service Tax would be deducted.

     

    CANCELLATIONS / RETURN

    You may cancel your order before your product has shipped. If the cancellation is made after your product has shipped/ delivered, it will be cancelled by initiating a refund. You may call our customer care department to initiate a refund.