CANCELLATION, REPLACEMENT, RETURN AND REFUND POLICY

     

    Reliance Retail Limited, having its registered address at 3rd Floor, Court House, Lokmanya Tilak Marg, Dhobi Talao, Mumbai-400 002 (“Reliance”, “we”, “us” or “our”) is managing and operating the mobile application/website www.reliancedigital.in (collectively referred to as the “Reliance Digital Platform”) through which it inter alia facilitates the sale of mobiles, tablets, televisions, audio, home appliances, computers, cameras, kitchen appliances, personal care and grooming accessories and other products (“Product(s)”) to the users of the Reliance Digital Platform (“User” or “Users” or “you” or “your”).

     


    We aim to provide the best customer experience to our Users beginning from placing an order to initiating a return. While transacting on the Reliance Digital Platform, you can expect a hassle-free experience in returning the Product that you have ordered and can rely on us as your preferred shopping destination.


    This cancellation, replacement, return and refund policy (“Policy”), together with the Terms sets out our procedures and policies in accepting Product cancellation, replacement, return and refund thereof.


    1. APPLICABILITY OF POLICY


    1.1 By agreeing to use the Reliance Digital Platform and/or initiating a request for purchase of Product(s) on the Reliance Digital Platform, you agree to be bound by the terms contained in this Policy without modification. If you do not agree to the terms contained in this Policy, you are advised not to transact on the Reliance Digital Platform.


    1.2 Please note that we may from time to time change the terms of the Policy that govern your cancellation, replacement, return and refund of an order for Products on the Reliance Digital Platform. Every time you wish to use the Reliance Digital Platform, please check the Policy to ensure you understand the terms and conditions that apply at that time.


    2. TERMS FOR CANCELLATION, REPLACEMENT, RETURN AND REFUND OF ORDERS


    2.1. Cancellation of Products


    (a) You can cancel orders for Products partially or fully prior to the shipment is “Out for Delivery”. Orders cannot be cancelled once the package is “Out for Delivery”. You can track your order under ‘My Order’ section of your account on Platform or via link send to your email id.

     


    (b) In case you change your mind in relation to a particular order of the Product(s), you may cancel the placed purchase order on Platform under “My Orders” section of your account.


    (c) On receipt of the cancellation request, we will attempt to cancel the order/shipments as long as it is not “Out for Delivery”. You will receive an email as soon as the cancellation is accepted and the amount paid towards the partial/full order will be refunded to you within 3-7 ( three to seven) business days from the date of acceptance of cancellation request. The amount shall be refunded to you through the same mode of payment used by you for the purchase or via credit to your store credit account which can be used for subsequent purchases. All refunds, except for refund to store credit account, shall be subject to our discretion, applicable policies and charges of the User’s bank/ financial institution.


    (d) We reserve the right to cancel your bulk orders placed on the Platform. To avoid such cancellations and/or for bulk orders, please visit our Corporate Enquiry section or E-mail Sarva Kaushik.


    2.2. Replacement or Exchange of Products


    (a) You may initiate the request for replacement of the Product within 7 days from the time the Product(s) is delivered to you (“Replacement Period”) if:


    (i) the Product is received in a physical damaged condition, to be reported to us within 24 hours of delivery or before activation of products like Mobiles, Tablets, Laptops, whichever is earlier;
    (ii) Product is defective or is not in working condition, to be reported to us within 24 hours of delivery;
    (iii) Product or parts of the Product or accessory is missing, to be reported to us within 24 hours of delivery or before activation of the products like Mobiles, Tablets, Laptops, whichever is earlier;

    All our packages come with "Tamper Evident Void Seals", click here for more information on our packaging. Please ensure that you do not accept packages where the seal is tampered. Acceptance of a tampered "Void Seal" or a damaged box will automatically disqualify you from any replacement claims for physically damaged/defective products, incorrect product, or missing accessories.


    (b) You shall keep the Products in its unused, original condition, along with the original invoice/ sale receipt, brand outer box, MRP tags attached, user manual, warranty cards, and original accessories in manufacturer packaging for a successful replacement pick-up. We would accept the request for replacement of such Product subject to the terms of this Policy.


    (c) If you have received any Product which is subject to replacement in terms of this Policy, we suggest you to immediately register a request in this regard on the Reliance Digital Platform. We will in our sole discretion verify if: (a) the defects and damages in the Products or inaccuracy claimed in such Products are acceptable by us, or (b) such defects, damages or inaccuracy are due to our default, and will accordingly post verification, accept or reject the request for replacement. For such verification, we may request you to send us images of the damaged, defective or inaccurate Product received and/or allow our personnel to schedule a call or visit to assess the damage, defect in the Product. Alternatively you could also share the Brand DOA certificate for us to process replacement. Further to the assessment of the damage or the concern reported in the replacement request, we may in our sole discretion resolve the issue subject to the assessment report, in a manner as we may deem fit.


    (d) Your replacement will be processed only when the conditions as may be stipulated by us are fulfilled at the time of replacement of such Products, such as the Product to be replaced being provided to us in original condition along with the price tag intact including original packaging of the Product, the serial number/ bar code of the Product matches our records, if Product(s) bought as a combo then Product(s) sent for replacement to be as a complete combo, the brand outer packaging of the Product and all accessories therein shall be intact, no damage having occurred post-delivery of the Product while in your possession etc.


    (e) You agree that we will not replace any Product: (i) if you have placed the order for a wrong Product model, colour or incorrect Product, (ii) if the Product belongs to non-replacement Product category (iii) if you fail to request replacement/register a complaint in relation to a damaged, defective or inaccurate Product within the Replacement Period. Any damage to the Product caused by your improper use of the Product, or any modification or change to the Product by you the User or a third party or any depreciation in the value for other reasons will not be deem such Product a damaged, defective or inaccurate Product and will not be considered a quality problem. Any decision by us in this regard shall be final and binding.


    (f) You should raise a replacement request at 1800 889 1055 or reliancedigital@ril.com to get a Replacement Authorization code for any of the eligible reasons. Once we receive your replacement request, we may schedule an engineer call or visit to assess the issue reported. Basis the engineer’s technical report a resolution for replacement will be offered. If the replacement request is approved, we will acknowledge your request for return via an email containing Product details, pickup details and Replacement Authorization Code. Our reverse-logistics partner will get in touch with you after Replacement Authorisation code is created in order to collect the approved Product for replacement. Please ensure to collect the manifest copy from the logistic partner while handing over the Product. The manifest copy will be your reference to track the return order for replacement in transit and claim for any losses in transit. Once the returned Product has been received by us for replacement, replacement Product will be shipped to your address entered on the original order.


    (g) You can not replace Insta. Delivery (less than 3 hours of delivery) Product purchased by you on the Reliance Digital Platform at our physical stores/ boutiques provided you.


    2.3. Return


    (a) You may initiate the request for return of the Product within 7 days from date of delivery (Return Period) if:


    (i) the Product ordered is different from what was ordered basis the Product description provided on the Reliance Digital Platform, to be reported to us within 24 hours of delivery or before activation of products like Mobiles, Tablets, Laptops, whichever is earlier;


    (ii) User will be given an option at our sole discretion to raise a return request, only when the Products are not available in stock with Reliance for replacement for below cases:


    (A) Product was found defective or is not in working condition; to be reported to us within 24 hours of delivery or before activation of the products like Mobiles, Tablets, Laptops, whichever is earlier'.
    (B) the Product is received in physically damaged condition, to be reported to us within 24 hours of delivery or before activation of the products like Mobiles, Tablets, Laptops, whichever is earlier.
    (C) Product or parts of the Product or accessory is missing, to be reported to us within 24 hours of delivery or before activation of the products like Mobiles, Tablets, Laptops, whichever is earlier.

    All our packages come with "Tamper Evident Void Seals", click here (please provide relevant link on void seals) for more information on our packaging. Please ensure that you do not accept packages where the seal is tampered. Acceptance of a tampered "Void Seal" or a damaged box will automatically disqualify you from any return claims for physically damaged/defective products, incorrect product, or missing accessories.


    (b) You shall keep the Products in its unused, original condition, along with the original invoice/ sale receipt, brand outer box, MRP tags attached, user manual, warranty cards, and original accessories in manufacturer packaging for a successful return pick-up. We would accept the request for return of such Product subject to the terms of this Policy.


    (c) If you have received any Product which is subject to return in terms of this Policy, we suggest you to immediately register a request in this regard on the Reliance Digital Platform. We will in our sole discretion verify if: (a) the defects and damages in the Products or inaccuracy claimed in such Products are acceptable by us, or (b) such defects, damages or inaccuracy are due to our default, and will accordingly post verification, accept or reject the request for return. For such verification, we may request you to send us images of the damaged, defective or inaccurate Product received and/or allow our personnel to schedule a call or visit to assess the damage, defect in the Product. Alternatively you could also share the Brand DOA certificate for us to process return. Further to the assessment of the damage or the concern reported in the return request, we may in our sole discretion resolve the issue subject to the assessment report, in a manner as we may deem fit.


    (d) Your return will be processed only when the conditions as may be stipulated by us are fulfilled at the time of return of such Products, such as the Product being return in original condition along with the price tag intact including original packaging of the Product, and the serial number/ bar code of the Product matches our records, if Product(s) bought as a combo should be returned as the complete combo, the brand outer packaging of the Product and all accessories therein, no damage having occurred post-delivery of the Product while in your possession etc.


    (e) You agree that we will not accept the return of any Product: (i) if you have placed the order for a wrong Product model, colour or incorrect Product, (ii) if the Product belongs to non-returnable Product category (mentioned below) (iii) if you fail to return/register a complaint in relation to a damaged, defective or inaccurate Product within the Return Period. Any damage to the Product caused by your improper use of the Product, or any modification or change to the Product by you the User or a third party or any depreciation in the value for other reasons will not be deem such Product a damaged, defective or inaccurate Product and will not be considered a quality problem. Any decision by us in this regard shall be final and binding.


    (f) You should raise a return request at 1800 889 1055 or reliancedigital@ril.com to get a Return Authorization code for any of the eligible reasons. Once we receive your return request, we may schedule an engineer call or visit to assess the issue reported. Basis the engineer’s technical report a resolution for return will be offered. If the return request is approved, we will acknowledge your request for return via an email containing Product details, pickup details and Return Authorization Code. Our reverse-logistics partner will get in touch with you after Return Authorisation code is created in order to collect the approved Product for return. Please ensure to collect the manifest copy from the logistic partner while returning the Product. The manifest copy will be your reference to track the return order transit and claim for any losses in transit.


    (g) You may also return an Insta. Delivery (less than 3 three hours delivery) Product purchased by you on the Reliance Digital Platform at our physical stores by contacting us at reliancedigital@ril.com or call us at 1800 889 1055 (9:30 AM to 7:30 PM, 365 days ). Once return is processed for the Insta. Delivery, we will initiate the refund to your original mode of payment or store credit as per our discretion.


    (h) The below product categories are marked as ‘non-returnable’ unless the package received is verified as defective or damaged –


    • Mobile Phone accessories like screen guards, screen protectors and tempered glass.
    • Software products
    • All console games and PC games that are labelled as non-returnable on their product detail pages.

    (i) You should make sure to erase any/all personal information from an electronic device that stores any personal information, prior to returning to us. Reliance shall not be liable for any misuse or usage of such information.


    2.4. Refund


    (a) At the time of raising a request for return or cancelling the Products on the Reliance Digital Platform, you may seek refund. Such refund will be made to you only in the event the payment has been received by us for the Product.


    (b) Please be informed that when you opt to cancel or return the Products, upon our verification and assessment of the Products and the documents relating thereto, the refund amount for such Products which are eligible for return as per the terms of this Policy, will be processed within 48 (forty eight) hours from the date of us receiving the returned Product back at our warehouse. Your refund will be processed only when the conditions as may be stipulated by us are fulfilled, such as the Product being returned in original condition, along with the price tag intact including original packaging of the Product, the brand outer packaging of the damage or defective or inaccurate Product and all accessories therein is intact. For the sake of abundant clarity, it is clarified that we shall not make any refund in respect of a Product that is deemed ineligible for a refund based on our verification and assessment. The refund amount will be credited to the original payment mode opted by you or given as Store credit to you. You acknowledge that after initiation of refund, it may take additional time for your refund to reflect in your account which is subject to your financial institution or payment solution provider terms and conditions.


    (c) We do not make any cash refunds. The amount will be refunded to you within 7 (seven) working days into the original the mode of payment chosen by you. Sometimes banks or financial intermediaries take a longer time to process the refund request. However, if the refund does not happen by the date advised, you may contact us, and we will gladly help you.


    (d) Refund to be made to the User shall not include any amount paid towards shipping charges or any other such charges applicable from time to time. However, in the event a Product has been delivered with a defect or damage (for reasons attributable to, and accepted by us after due verification at its sole discretion) we may refund the shipping charges to you. You will be provided with a refund if you have received a non-returnable Product in a damaged or defective condition subject to verification and examination of the damage or defect of the Product by us.


    (e) We provide refund for few scenarios such as Product for replacement is not available with us or for Products that were incorrectly represented on the wesite. We reserve the right to reject a refund request for a Product if it does not satisfy the quality conditions specified under this Policy on our assessment pursuant to its return. We may in such cases notify you and send the returned Product back without initiating a refund.


    (f) Please refer below table to understand mode of refund as per our discretion for different Payment Types:


    Original Order - MODE OF PAYMENT MODE OF REFUND
    Credit Card Credit Card
    Debit Card Debit Card
    Net-Banking Net-Banking
    Existing Store-Credit Store-Credit
    Cash on Delivery Store-Credit
    Store Credit + another mode Store Credit and the same Mode of Payment

     

     

    If for any reason the refund to the original Mode of Payment fails at our payment gateway, then we will reach out to you to share alternate account details to process a manual refund. No other exceptions will be made for refunds to a different card or bank account.

     

    3. Customer Support


    Any queries or concerns relating to the cancellation, replacement, return and refund may be directed by you to our customer support team who can be contacted at:


    Email: reliancedigital@ril.com
    Phone Number: 1800 889 1055 (9:30 AM to 7:30 PM, 365 days)