Policies

Warranty & service policy

Last updated: 9 October 2026

Gootu stands behind its Products with a straightforward, hassle-free service promise. This Warranty & Service Policy explains what is covered, what is not, and how our pickup–repair–return service works. It forms part of our Terms & Conditions.

Gootu is a brand of MuscleGrid Industries Private Limited (GSTIN 07AATCM1213F1ZM), which sells, ships and invoices every Order placed on www.gootusolar.in.

1. Warranty Coverage

Gootu Products carry the limited warranty shown on the product page and on the variant you select at checkout, against genuine manufacturing defects in materials and workmanship under normal use, counted from the date of delivery:

  • Gootu hybrid solar inverters — 2 years, unless a longer period is stated on the product page.
  • Lithium batteries — the period stated on the product page for that model.
  • "Research & Study" variants — sold at a lower price for research, education and DIY use, WITHOUT warranty. They are covered only for dead-on-arrival (DOA) or transit damage reported within 48 hours of delivery with an unboxing video, as set out in our Return, Refund & Cancellation Policy.

Keep your GST invoice — it is your proof of purchase and of the warranty start date.

2. How Our Service Works — Pickup, Repair, Return

We make service simple and contactless. If your Product develops a covered fault during the warranty period:

  • Raise a service request at help@gootusolar.in or +91 82828 20846 with your order number and a description of the issue.
  • Our team runs a quick guided check to resolve simple issues remotely where possible.
  • If the Product needs workshop attention, we arrange a reverse pickup of the Product from your address through our courier partner — you do not need to travel or arrange transport.
  • Our technicians inspect and repair the Product at our service facility, and we ship the repaired or replaced Product back to you.

We do not carry out in-home repairs; all warranty work is performed at our service facility to ensure proper testing and quality. This pickup–repair–return process applies across all serviceable locations in India.

3. Turnaround

We aim to complete warranty service as quickly as possible. Actual turnaround depends on the fault, part availability and your location, and any timeline we share is an estimate, not a guarantee. Where a repair is not viable, we may replace the Product or a component at our discretion.

4. What Is Not Covered

The warranty does not cover, and we are not liable for, any of the following:

  • Physical damage, mishandling, drops, spillage, water or moisture ingress, rodent or pest damage.
  • Fire, burning, charring, melting or smoke damage of any kind — see clause 5 (Burn & Fire Damage), which applies in full.
  • Damage from incorrect installation, wrong wiring, poor earthing, wrong sizing, overloading, or use outside rated parameters.
  • Damage from power surges, voltage fluctuation, lightning, short circuits, or an unstable/unearthed supply.
  • Normal wear and tear, consumables, and gradual reduction in battery capacity consistent with normal ageing and usage.
  • Products with a removed, altered or unreadable serial number, or opened, tampered with or repaired by anyone not authorised by us.
  • Any defect arising from negligence, misuse, accident, or use not in accordance with the product manual.

5. Burn & Fire Damage

Burning, charring, melting, smoke marks or heat deformation on a Product or its components are, in the overwhelming majority of cases, caused by external electrical conditions — input power surges, short circuits in the premises wiring, loose or undersized supply connections, poor earthing, reversed polarity, overloading, or non-standard installation — and not by a manufacturing defect. Accordingly:

  • Products showing burn, char, melt or smoke damage are treated as prima facie NOT covered by warranty.
  • Coverage applies only if inspection at our service facility conclusively establishes that the burn originated from a manufacturing defect in the Product itself; the determination of our service facility is final.
  • Even where burn damage is not covered, we will always assess the Product and offer the most economical paid-repair option available to us — we do not abandon our customers.

6. Warranty Void Conditions

The warranty is void if the Product is opened, modified or repaired by an unauthorised person, if the serial number is tampered with, or if the fault is caused by any of the exclusions in clauses 4 and 5.

7. Evidence & Remote Diagnosis First

To serve you fastest and keep costs lowest, every service request begins with remote diagnosis:

  • You must share clear photographs and a short video of the Product and the reported issue (display, connections, and any visible damage) when raising the request. A service decision is made only after this evidence is reviewed.
  • Many faults are resolved remotely or with a replacement part sent to you, without the Product travelling at all.
  • Withholding evidence, or damage found on inspection that was not disclosed, may change or void the service decision communicated earlier.

We do not provide in-home engineer visits for these product categories; all workshop service is performed at our service facility, which is the only way faults can be properly tested and repaired.

8. Out-of-Warranty and Chargeable Service; Logistics Costs

For Products outside the warranty period, or for faults not covered by warranty (including burn cases under clause 5), we may offer paid repair on the same pickup–repair–return basis. We will share an estimate for your approval before proceeding.

  • For non-covered and out-of-warranty service, two-way transportation and handling of the Product are the customer’s responsibility. Where we arrange the logistics as a convenience, these are billed at our partner rates.
  • You can reduce this cost significantly by self-shipping the Product to our service facility, or delivering and collecting it in person (carry-in service). Ask our team for the service-facility address when booking.
  • Estimates for non-covered repairs typically comprise logistics and workshop labour; parts, if needed, are quoted separately after diagnosis and fitted only with your approval.
  • Repaired Products not collected or refused for delivery within 60 days of our completion notice may be disposed of to recover costs, after written notice to you.

9. Serial Numbers and Verification

Every Product carries a unique serial number, which is the identity of your unit for all warranty purposes. Claims are validated against the serial number, our dispatch records and the purchase invoice. Keep the serial label intact and legible: units with removed, defaced or mismatched serial numbers cannot be verified and fall outside warranty coverage. Where a replacement or repaired unit is issued, the balance warranty continues on the replacement — coverage is per purchase, not restarted.

10. Spare Parts and Service Availability

We maintain service capability and functional spares for our Products for a reasonable period consistent with industry practice. Where an identical component is no longer available, we may use an equivalent or better part, or offer an upgrade path on commercial terms. Service timelines for discontinued models may be longer.

11. Warranty Is Personal to the First Purchaser

The warranty extends to the first end-purchaser of the Product and is not transferable on resale or gifting, except where required by law or expressly agreed by us in writing. Warranty claims must be raised by (or with the authorisation of) the first purchaser, with the original proof of purchase.

12. Limitation

Our liability under this Warranty & Service Policy is limited to the repair or replacement of the Product, or at our discretion a refund not exceeding the price paid, as set out in the Terms & Conditions. Nothing here limits rights that cannot be excluded under applicable law.