Returns Policy: Electronics
Returns Policy makes it possible for you to return a product if you receive a product which is damaged, defective or significantly different from what was purchased. For all products, the policy on the product page shall prevail over the general returns policy.
Please read all sections carefully to understand the conditions and cases under which returns will be accepted-
· Dead on Arrival (DOA)
· Wrong product received
· Used Product/Broken Seal
Brand’s policy will prevail over the general returns policy
If you’ve shopped on Pencil Electronics, here are the reasons for which products are not eligible for returns
· Products you deem no longer in need or change of mind
· Products that have already been used or installed (except installation done by brand authorized personnel in case of large appliances)
· Products that have been tampered with or are missing serial numbers / IMEIs
· In case product is relocated from delivery address for installation / demonstration by customer, it would not be eligible for return (in case of damaged / defective etc.)
· If brand’s policies are defined for onsite repair or replacement
· If the product falls within warranty period (as per brand policy)
· Software, Video Games (CDs/DVDs), Printer Cartridges, and other consumable items are not eligible for returns
· Personalized/engraved items, as mandated by the seller
· If the product has heating or lagging issue at acceptable levels. Heating and lagging depend upon phone’s specification and usage. In such cases, you can visit brand service center to get your phone checked.
· Return will not be accepted for subjective or perceptive aspects like performance not as per expectation, colour shade difference etc.
· Dents, scratches on packaging not impacting the product performance do not qualify for returns
· Product becomes non-returnable if primary packaging is found open before installation.
· Returns are not possible in cases where the seller or brand has mandated a no return policy, please refer to information on product page before making a purchase.
· If the request is outside return window
· If the Job sheet from authorized service center is not provided for defective product
· If DOA certificate is not provided for dead on arrival products from brand authorized service center
Section C: Return Approval Process
You can raise a return request from My Account section of your Pencil Electronics account.
If you have purchased an electronic product, you will receive a call from our Returns Team within 2 business days of initiating a return request, to troubleshoot the issue you are facing.
For Smartphones, we will send you a link to download to diagnose issue with defective smartphone and return will be approved basis the diagnostic result. In some cases, you may be required to provide Job sheet from the brand authorized service center.
For Dead on Arrival complaint DOA certificate will be required from brand authorized service center.
For Appliances, we will arrange a brand authorized technician visit to determine the issue within 5-6 business days. Return will be accepted if the technician confirms the issue in writing on a Job Sheet. Please retain a copy of Job Sheet as it will be needed by us to process the return request.
For all Damaged/Wrong product received complaints you will be required to provide following to investigate further:
· Damaged/Wrong product: Images 1) All sides of brand box 2) Image of damaged part 3) Serial number / IMEI printed on box and product both. For smartphones in working condition, we will request you to share the screen image of IMEI. (Dial *#06# to display IMEI)
Our Returns Team will review the documents and pick-up will be arranged if the return reason complies with our policy and is approved by our Returns Team.
Section D: Pick-Up
1. We will pick-up your product as per below mentioned timelines once the return is approved
Products Return Pick-Up Timelines
Small Home & Kitchen Appliances, Audio and Home Theatre Systems, Cameras & Accessories, Computers and Laptops, Gaming Consoles, Head Phones and Speakers, Health Care Devices, Grooming, Smart Phones, Kindles & Tablets, Activity Trackers, Accessories 3 business days
Air Conditioners, Washing Machines, Dryers, Dishwashers, Refrigerators, LED TVs, Microwaves, Ovens, Waters Purifiers 7 business days
2. During pick-up, your product will be checked for the following conditions
Check Point Conditions
If Correct Product is returned IMEI/ name/ image/ brand/ serial number/ article number/ bar code should match and MRP tag should be un-detached and clearly visible.
If Complete Product is returned All in-the-box accessories (like remote control, starter kits, instruction manuals, chargers, headphones, etc.), freebies and combos (if any) should be present.
If product is Unused The product should be unused, unsoiled, without any stains and with non-tampered quality check seals/ warranty seals (wherever applicable). Before returning a Mobile/ Laptop/ Tablet, the device should be formatted and Screen Lock (Pin, Pattern or Fingerprint) must be disabled. iCloud lock must be disabled for Apple devices.
If product is not damaged The product (including SIM trays/ charging port/ headphone port, back-panel etc.) should be undamaged and without any scratches, dents, tears or holes.
Packaging Product's original packaging/ box is mandatory We will not accept returns without packaging for all appliances, Laptops, Smartphones, Tablets, all accessories of value greater than Rs.2500
3. The pick-up executive will refuse to accept the return if any of the above conditions are not met.
4. We will make 3 attempts to pick-up the product from your place post which the return request will be cancelled.
5. In case of returns where you would like item(s) to be picked up from a different address, the address can only be changed if pick-up service is available at the new address.
Section E: Repair/Part Replacement/Product Replacement
Depending upon the nature of the complaint & brand policy for onsite repair, we may raise a request with brand to get the product repaired as a resolution. Unfortunately, we don’t have a replacement policy yet. However, brands can offer replacement of the product at your doorstep as per their policy.
Service Type Repair Part Replacement Product Replacement
TATs* 5-7 Working Days 7-10 Working Days 10-15 Working Days
Section F: Refund
· We will take 48 hours to process the refund once the product has cleared the Quality Check. The refund amount will be credited to your bank account within 3-4 working days. In the case of certain public sector banks, it can take up to 10-15 working days
· If you have paid via Cash on Delivery (COD), a refund will be credited to the bank account provided by you at the time of initiation of returns
· If you have paid using a credit/debit card or via net banking, the refund will be credited back to the account you used to place the original order
· Amount paid through CLiQ Cash will credited back to CLiQ Cash account
Air Conditioners, Washing Machines, Dryers, Dishwashers, Refrigerators, LED TVs, Microwaves, Ovens, Waters Purifier 7 days from the date of installation Certain items in the above mentioned categories are not eligible for return due to the nature of the product or for various other reasons. For all products, the policy on the product page will be applicable.
Section B- Return Reasons
Product purchased on Pencil Electronics will be eligible for returns if
· Unfortunately, we don’t have a replacement policy yet. However, brands can offer replacement of the product at your doorstep as per their policy. We can’t replace products that you’ve already ordered. Instead, you can request a return and place a separate order for the new product(s) you want to order.
· All Products should be returned unused, in their original packaging along with the original price tags, labels, packing, barcodes, user manual, warranty card and invoices, accessories, freebies and original boxes defined as essentials. If any product is returned without the essentials, the product shall not be accepted for return and may be sent back to you.
· For Appliances, please do not open the packing/box till the Brand Authorized technician visits your place for installation or demo.
· Kindly retain the packaging for 7-10 days of delivery as it may be needed just in case you need to return the product.
· In case of any missing accessory like charger, headphone, remote etc., we will investigate the issue with seller and our logistics partner. If it is found missing in our investigation, then we will either ship the missing product/s to you or will reimburse you the cost of missing product/s as per the applicable market price.
Section A: Return Window
Products Return window
Small Home & Kitchen Appliances, Audio and Home Theatre Systems, Cameras & Accessories, Computers and Laptops, Gaming Consoles, Head Phones and Speakers, Health Care Devices, Grooming (excluding Personal Care & Hygiene), Smart Phones, Kindles & Tablets, Activity Trackers, Accessories 7 days from the date of delivery