CARS24 has announced a bold step that redefines accountability in the pre-owned car industry, the launch of India’s first-ever 30-Day Return Policy. With this, buyers can return their car within 30 days or 999 km if it doesn’t meet their expectations, a first for the Indian market and a move that directly ties product confidence to customer trust.
Conversations with thousands of car owners and first-time buyers revealed a consistent truth, when it comes to pre-owned cars, peace of mind matters just as much as price. Buying a car is one of the biggest financial decisions for most families and people want the assurance that what they are driving is truly dependable, not just on day one but after they have lived with it. The 30-Day Return Guarantee was designed to close that trust gap and give buyers the time, space and confidence to know they’ve made the right choice.
India’s pre-owned car market, valued at over INR 3 lakh crore and growing nearly three times faster than new car sales, has long faced a single barrier: uncertainty around quality. CARS24 is tackling that challenge with rigour and transparency. Every car undergoes 300+ quality checks for performance, safety and structural integrity and only about 15% of inspected cars make it to the retail lineup, the rest are filtered out at the quality gate.
To make quality measurable, CARS24 uses AI-led inspection technology that can detect even micro-level defects invisible to the human eye. Each car is certified through Cartruth, the company’s proprietary inspection framework that ensures consistent standards of quality across every city in India.
“Trust has always been the hardest currency in this business,” said Himanshu Ratnoo, CEO, CARS24 India. “Even new car manufacturers don’t let you live with a car for a month and return it if it doesn’t feel right. We’re doing that because we’re so sure of our quality and because accountability should start with us. We stand behind every car we sell. The 30-Day Return Guarantee sets a higher standard for trust, one that proves quality through experience. We can offer it because we are certain our customers won’t ever have to return the car”
The process is simple. Customers have 30 days to experience their car. If it doesn’t meet expectations, they can raise a request through the CARS24 app or email. After a quick reinspection, the car is picked up and the refund processed within days.
With this move, CARS24 becomes the first company in India to bring e-commerce-like consumer protection to the auto space. As the used car market grows at nearly three times the rate of new car sales, initiatives like these could shape a new era of confidence-led car buying where quality is proven through experience, not promises.
Power Drive 