Frequently Asked Questions about damaged, defective, or wrong products

All our products go through a quality check before they are shipped. However, there might be instances where a product is damaged during transit. If you have received a damaged, defective, or wrong product, you can return the eligible items through the 

1. What qualifies as damaged/ defective/ wrong products?

• Product has visible cut, crush, tear, broken parts, dents, or scratches.
• Product seal is broken and/or there is a leakage.
• Product is not in working condition.
• Product arrived with main parts missing.
• Product arrived with missing accessories.
• Product arrived in a different size than what was ordered.
• Product arrived in a different colour or material than what was ordered.
• Item does not match product description.
• Entire product missing from box is not tampered.
• Shipping box is damaged or tampered.
• Products that are expired.

2. What to do if you receive a damaged, defective or wrong product?

If you are not happy with the product quality, you can return or replace the product. You can return any item that is eligible for return and its return window has not expired. Replacement or exchange of products is based on the availability of products. There are different processes of return and replacement for REFPL Store products and third-party products. Check the product details page to know about the seller of the product.

3. How to return a damaged, wrong product?

Go to Returns Support Form and submit details. If your address is covered by our courier partners, we’ll schedule a pick-up for the package. If your address is not covered by our courier partners, you will need to return the item using any courier. Please note that the return package will be picked up as per the scheduled pickup date and time, which will be communicated via email/SMS.

Once the package is received at our RESPL Store, it will take 3 business days for the refund to be processed to the original payment method. Typically, packages may take up to 10 days to reach the RESPL Store.

4. How to return a third-party seller product?

• Go to Your Orders.
• Choose an item that you want to return or replace.
• Select Contact seller. You will be directed to the Seller Messaging Assistant.
• Select the appropriate option and start the conversation.
• If a seller fails to address your query in three business days, the REFPL Guarantee is available to you.

Note:

The following items and situations aren’t covered under the REFPL Guarantee:

• Digital merchandise
• Credit card payments where the issuing bank has initiated a chargeback

5. How will the refunded money be credited?

The refund timeline will depend upon the mode of refund chosen by you. You can choose to receive the refund as Paper Cheque, original payment method, or to your bank account.

• If you have chosen the mode of refund as the original payment method, the refund will be processed in 3-5 business days after the seller has initiated the refund. Original payment method means the original channel through which the order was paid. For example, if the order was placed using UPI, the refund will be processed to the bank account linked to the UPI ID.
  • For credit/ Debit cards/ Net banking/UPI: Please check your bank or credit card statement by the refund date + 4 business days to confirm if the refund is reflecting in your account.
• If you had chosen “Pay on delivery” while placing an order, you have to choose refund as Paper Cheque.
  • For bank account refunds, please ensure that you add your bank account details where you wish to receive the refund. The refund should be processed via NEFT/IMPS and credited to your bank account within 4 business days from the date of refund initiation.

6. What is the time window for initiating a replacement?

The time interval for initiating a replacement is the same as the return window for that product category. For example, if the product has a return window of 30 days, a replacement will also have to be initiated within the same period of 30 days. If the item to be replaced happens to be out of stock, a refund will be generated instead.

Based on the courier’s availability on your pin code, the fastest shipping option is chosen automatically

7. How to replace a damaged product?

• Go to Your Orders.
• Identify the product you want to replace.
• Click on Return/ Replace items.
• Chose the product from the list of products displayed.
• Choose a reason to replace.
• Continue and proceed as per the instruction.

8. What to do if renewed products are damaged?

If you have received a damaged renewed product, you can initiate a return or replacement through the Orders page. You will be required to upload all-sided images of the product received. Make sure the images are clicked with the product placed at least 8 inches from the camera. Along with the images, ensure to provide the invoice details.

Note:

• Some products are not eligible for return. Check the Returns policy for more details.
• Returning items with personal data: If you’re returning a mobile phone, camera, or any other storage device, remember to remove any passwords and any personal data contained in it before returning it. Don’t send personal accessories not originally included with the item when purchased, for example, cases or external memory cards purchased separately.