To ensure refund is provided to customers buying data device (photon / dongle/ 3G e-stick) in case of technical non resolvable issues leading to non-usage/ discontent of the customer.
- Company follows the Standard DOA policy of every manufacturer. Guarantee/ Warranty is the sole responsibility of the manufacturer/brand, and in case of Product complaint, Users need to take the Product to the nearest service centre authorized by the manufacturer in case of any issues post breaking the Product seal.
- To ensure alternate device is provided to Users buying data device (photon / dongle/ 3G e-stick) only in case of technical non resolvable issues leading to non-usage/ discontent of the User.
- Time frame within which a User can raise a complaint of non availability of network or non-accessibility of the device is within 7 days of activation. Beyond 7 days no return will be accepted.
- Company’s network team to confirm & certify the non availability of the network in User location
- Company’s Icare team to confirm & certify the non compatibility of the User computer & data device
- Usage amount if any will be collected from the User before accepting device and taking the sales return request.
- The device being taken back by the Stores under “Sales Return Policy” must be in saleable condition. While returning the data device, User needs to return the following: Device, Purchase receipt, package box, Accessories, Freebies if any.
- New Device of the same model and make issued to the User post above.
- Incase a new device of the same model and make is out of stock, a refund will be processed for the user for the full device/plan refund to the customer as per Invoice amount and activated plan to be cancelled on the device.
- Subject to the provisions as set out here in above, User hereby agrees and understands that she/ he cannot return any Products purchased on the Website at 18002081100. Only Data Device Products can be returned by User only by registering lodging a 'Sales Return' request by walking into the Company store address as mentioned on the purchase invoice.
- In case of any defect arising after delivery of the Product as the case may be, such defects will be serviced by the respective manufacturer/brand in accordance with respective manufacturer's warranty terms.
- The User will be bound by the return policy of the Company and shall not hold the Company liable for any loss that she/ he may incur due to cancellation of the order.
Addition to or editing of existing order number is not possible. Kindly book fresh request for the new requirement.
- Customer calls at Call center & raises a complaint on ‘No Network’
- Agent tries to resolve by trouble shooting techniques
- In case issue is not resolved it is routed to the network team, if issue is resolved by network team, customer is updated on the same. (SLAs and complaint routing is as per the existing complaint flow)
- If still not resolved and it is established that request - cannot be resolved due to network issue, customer is updated on the Sales Return policy by the customer care team.
- Customer shows the certificate/ proof of purchase and returns the device and the refund process is initiated.
- Store to ensure the below is checked before initiating DOA replacement
- Original Proof of purchase to check price and ownership
- To check whether the complaint for network & compatibility is raised within 7 days of activation
- Return request falls within the scope of “No network/ Laptop not compatible”
- Data Device should be in saleable condition (no physical damage) and along with the accessories and box is returned.
- Store to collect the outstanding / unbilled amount if any
- Store to provide a receipt of the device on the copy of the customer invoice submitted along with the stamp of the COCO, The store should retain a photocopy of the invoice for future reference. Store to issue replacement device against the same
Incase the data device of same make and model is not available in warehouse, refund to be issued to customer as per policy. Customer to receive a call post refund is processed.