REPLACEMENT POLICY

All Replacement Policies are subject to General Terms and Conditions.

(1) All replacement are proceeded in accordance with Poorvika Online's Replacement Policy elucidated herein below. It is your duty to thoroughly understand the mentioned Replacement policy before placing any order.

(2) You agree that replacement may vary from product to product.

(3) You accept that Ignorance of Poorvika Online's Replacement Policy is no excuse for making any claim(s) from us.

(4) Without prejudicing the Poorvika's Replacement Policy, should you receive an item that has physical damages, it is your duty to not to use the product and it is your responsibility to contact us immediately (within 24 hours) failing which your replacement claim is void.

(5) It is your duty to remove all personal information before returning an electronic device for replacement. You agree that Poorvika Online shall not be liable in any manner for any misuse or usage of such information.

(6) Without prejudicing the Poorvika Online's Replacement Policy, Replacement will be subject to the result of due investigation conducted.

(7) In case of non-availability of the product, it is at the discretion of Poorvika Online to either to initiate refund or to ship the product after its availability.

Replacement of Mobile Phones

Without prejudicing the Poorvika's Replacement Policy, should you receive an item that is not in perfect condition, it is your duty to NOT TO INSERT THE SIM and also NOT TO CONNECT WIFI and it is responsibility to contact us immediately.

Void Claim

You agree that replacement claim will become VOID claim on non-performance of your Duties as stated above and/or on your non-abidance with Poorvika online's Replacement Policy.

Other Replacement Conditions

1. Products are replaceable within the applicable window if you've received them in a condition that is physically damaged, has missing parts or accessories, defective or different from their description on the product detail page on the website it is your responsibility to contact us immediately (within 24 hours) failing which your replacement claim is void.

2. All products listed under a particular category may not have the same replacement policy.

3. Do refer respective products manufacturer's Warranty and Replacement Policy.

4. Without prejudicing the Manufactures' Warranty and Replacement Policy you may refer the respective products applicable replacement policy of Poorvika Onilne.

5. Replacement will be processed only if:

a. It is determined that the product was not damaged while in your possession;

b. The product is different from what was shipped to you;

c. The product is returned in original condition (with brand's/manufacturer's box, seal and MRP are intact, user manual, warranty card and all the accessories therein).

7. Products marked as "non-returnable" on the product detail page cannot be returned.

Note: If you've received a non-returnable product in a damaged/defective condition, it is your responsibility to contact our customer care within 24hrs from the time of delivery of the product failing which you have waived replacement claims and thus your replacement claim is void.

Categories with associated replacement window and exceptions, if any

S.No. Category Poorvika Mobiles
1 Mobiles -(Other than Apple)

7 Days, Replacement only.

Replacement is subject to the Replacement Policy.

This item is eligible for free replacement, within 7 days of delivery only if you DO NOT TO INSERT THE SIM and DO NOT TO CONNECT WIFI, if you do any of these then your replacement eligibility will be NULL and VOID.

If a defect is determined within the Replacement Window, a replacement of the same model will be provided at no additional cost.

If no defect is confirmed or the issue is not diagnosed within 7 days of delivery, you will be directed to a brand service center to resolve any subsequent issues.

Please keep the item in its original condition, with original accessories like chargers, headsets etc.; brand/ manufacture's box, seal MRP, user manual should be intact without any alteration in brand/ manufacturer packaging/ box to avoid pick-up cancellation.

In any case, only one replacement shall be provided.

For any other issues with the product you may contact Poorvika's 24x7 customer Care.

2 Mobiles -Apple

For all functionality related issues, do contact the brand authorized service center directly

Authorized Service Partner Locator :Apple - https://locate.apple.com/in/en

Brand Support Site : Apple - https://support.apple.com/en-in

For any other issues with the product you may contact Poorvika's 24x7 customer Care.

3 Smart Watches and Wearable's (Other than Apple)

15 Days, Replacement only.

This item is eligible for free replacement, within 15 days of delivery, in an unlikely event of damaged, different item or defective item delivered to you, subject to the Replacement Policy.

If a defect is determined within the Replacement Window, a replacement of the same model will be provided at no additional cost.

If no defect is confirmed or the issue is not diagnosed within 15 days of delivery, you will be directed to a brand service center to resolve any subsequent issues.

Please keep the item in its original condition, with original accessories like chargers, headsets etc., brand outer box, MRP tags attached, user manual in manufacturer packaging to avoid pick-up cancellation.

In any case, only one replacement shall be provided.

For any other issues with the product you may contact Poorvika's 24x7 customer Care.

4 Speakers :
1. Home Audio Speakers,
2. Home Theatres,
3. Sound bars,
4. Bluetooth Speakers(Other than Apple)

15 Days, Replacement only.

This item is eligible for free replacement, within 15 days of delivery, in an unlikely event of damaged, different item or defective item delivered to you, subject to the Replacement Policy.

If a defect is determined within the Replacement Window, a replacement of the same model will be provided at no additional cost.

If no defect is confirmed or the issue is not diagnosed within 15 days of delivery, you will be directed to a brand service center to resolve any subsequent issues.

Please keep the item in its original condition, with original accessories brand outer box, MRP tags attached, user manual in manufacturer packaging to avoid pick-up cancellation.

In any case, only one replacement shall be provided.

For any other issues with the product you may contact Poorvika's 24x7 customer Care.

5 TV

10 Days, Replacement only.

This item is eligible for free replacement, within 10 days of delivery, in an unlikely event of damaged, different item or defective item delivered to you, subject to the Replacement Policy.

If a defect is determined within the Replacement Window, a replacement of the same model will be provided at no additional cost.

If no defect is confirmed or the issue is not diagnosed within 10 days of delivery, you will be directed to a brand service center to resolve any subsequent issues.

Please keep the item in its original condition, with original accessories brand outer box, MRP tags attached, user manual in manufacturer packaging to avoid pick-up cancellation.

In any case, only one replacement shall be provided.

For any other issues with the product you may contact Poorvika's 24x7 customer Care.

6 Laptop

7 Days, Replacement only.

This item is eligible for free replacement, within 7 days of delivery, in an unlikely event of damaged, different item or defective item delivered to you, subject to the Replacement Policy.

If a defect is determined within the Replacement Window, a replacement of the same model will be provided at no additional cost.

If no defect is confirmed or the issue is not diagnosed within 7 days of delivery, you will be directed to a brand service center to resolve any subsequent issues.

Please keep the item in its original condition, with original accessories brand outer box, MRP tags attached, user manual in manufacturer packaging to avoid pick-up cancellation.

In any case, only one replacement shall be provided.

For any other issues with the product you may contact Poorvika's 24x7 customer Care.

7 Apple Macbook

For all functionality related issues, do contact the brand authorized service center directly.

Authorized Service Partner Locator :Apple - https://locate.apple.com/in/en

Brand Support Site : Apple - https://support.apple.com/en-in

For any other issues with the product you may contact Poorvika's 24x7 customer Care.

8 Electronics

For all functionality related issues, do contact the brand authorized service center directly.

Authorized Service Partner Locator :

Realme -https://www.realme.com/in/support/services

Samsung -https://www.samsung.com/in/support/service-center/

JBL & Infinity -https://support.jbl.com/in/en/customer-service/service-centres.html

HP -Please reach out to 18002587170 to contact the brand authorized service center

MI -Please reach out to 1800 103 6286 to contact the brand authorized service center

MI -https://www.mi.com/in/service/repair/

Brand Support Site :

Realme -https://www.realme.com/in/support

Samsung -https://www.samsung.com/in/support/

JBL & Infinity -https://support.jbl.com/in/en/

Dell -www.support.dell.com

Asus -https://www.asus.com/in/support/

Acer -https://www.acer.com/ac/en/IN/content/support

Lenovo -https://support.lenovo.com/in/en/

Oneplus -https://www.oneplus.in/support?from=head

Oppo -https://support.oppo.com/in/

Vivo -https://www.vivo.com/in/support

Nokia -https://www.nokia.com/support/

Boat -https://support.boat-lifestyle.com/

Bose -https://www.boseapac.com/en_in/support.html

Sony -https://www.sony.co.in/electronics/support

Skullcandy -https://www.skullcandy.in/support-2/

iball -https://www.iball.co.in/CustomerCare

For any other issues with the product you may contact Poorvika's 24x7 customer Care.

Mobiles -(Other than Apple)

7 Days, Replacement only.

Replacement is subject to the Replacement Policy.

This item is eligible for free replacement, within 7 days of delivery only if you DO NOT TO INSERT THE SIM and DO NOT TO CONNECT WIFI, if you do any of these then your replacement eligibility will be NULL and VOID.

If a defect is determined within the Replacement Window, a replacement of the same model will be provided at no additional cost.

If no defect is confirmed or the issue is not diagnosed within 7 days of delivery, you will be directed to a brand service center to resolve any subsequent issues.

Please keep the item in its original condition, with original accessories like chargers, headsets etc.; brand/ manufacture's box, seal MRP, user manual should be intact without any alteration in brand/ manufacturer packaging/ box to avoid pick-up cancellation.

In any case, only one replacement shall be provided.

For any other issues with the product you may contact Poorvika's 24x7 customer Care.

Mobiles -Apple

For all functionality related issues, do contact the brand authorized service center directly

Authorized Service Partner Locator :Apple - https://locate.apple.com/in/en

Brand Support Site : Apple - https://support.apple.com/en-in

For any other issues with the product you may contact Poorvika's 24x7 customer Care.

Smart Watches and Wearable's (Other than Apple)

15 Days, Replacement only.

This item is eligible for free replacement, within 15 days of delivery, in an unlikely event of damaged, different item or defective item delivered to you, subject to the Replacement Policy.

If a defect is determined within the Replacement Window, a replacement of the same model will be provided at no additional cost.

If no defect is confirmed or the issue is not diagnosed within 15 days of delivery, you will be directed to a brand service center to resolve any subsequent issues.

Please keep the item in its original condition, with original accessories like chargers, headsets etc., brand outer box, MRP tags attached, user manual in manufacturer packaging to avoid pick-up cancellation.

In any case, only one replacement shall be provided.

For any other issues with the product you may contact Poorvika's 24x7 customer Care.

Speakers :1. Home Audio Speakers,2. Home Theatres,3. Sound bars,4.Bluetooth Speakers(Other than Apple)

15 Days, Replacement only.

This item is eligible for free replacement, within 15 days of delivery, in an unlikely event of damaged, different item or defective item delivered to you, subject to the Replacement Policy.

If a defect is determined within the Replacement Window, a replacement of the same model will be provided at no additional cost.

If no defect is confirmed or the issue is not diagnosed within 15 days of delivery, you will be directed to a brand service center to resolve any subsequent issues.

Please keep the item in its original condition, with original accessories brand outer box, MRP tags attached, user manual in manufacturer packaging to avoid pick-up cancellation.

In any case, only one replacement shall be provided.

For any other issues with the product you may contact Poorvika's 24x7 customer Care.

TV

10 Days, Replacement only.

This item is eligible for free replacement, within 10 days of delivery, in an unlikely event of damaged, different item or defective item delivered to you, subject to the Replacement Policy.

If a defect is determined within the Replacement Window, a replacement of the same model will be provided at no additional cost.

If no defect is confirmed or the issue is not diagnosed within 10 days of delivery, you will be directed to a brand service center to resolve any subsequent issues.

Please keep the item in its original condition, with original accessories brand outer box, MRP tags attached, user manual in manufacturer packaging to avoid pick-up cancellation.

In any case, only one replacement shall be provided.

For any other issues with the product you may contact Poorvika's 24x7 customer Care.

Laptop

7 Days, Replacement only.

This item is eligible for free replacement, within 7 days of delivery, in an unlikely event of damaged, different item or defective item delivered to you, subject to the Replacement Policy.

If a defect is determined within the Replacement Window, a replacement of the same model will be provided at no additional cost.

If no defect is confirmed or the issue is not diagnosed within 7 days of delivery, you will be directed to a brand service center to resolve any subsequent issues.

Please keep the item in its original condition, with original accessories brand outer box, MRP tags attached, user manual in manufacturer packaging to avoid pick-up cancellation.

In any case, only one replacement shall be provided.

For any other issues with the product you may contact Poorvika's 24x7 customer Care.

Apple Macbook

For all functionality related issues, do contact the brand authorized service center directly.

Authorized Service Partner Locator :Apple - https://locate.apple.com/in/en

Brand Support Site : Apple - https://support.apple.com/en-in

For any other issues with the product you may contact Poorvika's 24x7 customer Care.

Electronics

For all functionality related issues, do contact the brand authorized service center directly.

Authorized Service Partner Locator :

Realme -https://www.realme.com/in/support/services

Samsung -https://www.samsung.com/in/support/service-center/

JBL & Infinity -https://support.jbl.com/in/en/customer-service/service-centres.html

HP -Please reach out to 18002587170 to contact the brand authorized service center

MI -Please reach out to 1800 103 6286 to contact the brand authorized service center

MI -https://www.mi.com/in/service/repair/

Brand Support Site :

Realme -https://www.realme.com/in/support

Samsung -https://www.samsung.com/in/support/

JBL & Infinity -https://support.jbl.com/in/en/

Dell -www.support.dell.com

Asus -https://www.asus.com/in/support/

Acer -https://www.acer.com/ac/en/IN/content/support

Lenovo -https://support.lenovo.com/in/en/

Oneplus -https://www.oneplus.in/support?from=head

Oppo -https://support.oppo.com/in/

Vivo -https://www.vivo.com/in/support

Nokia -https://www.nokia.com/support/

Boat -https://support.boat-lifestyle.com/

Bose -https://www.boseapac.com/en_in/support.html

Sony -https://www.sony.co.in/electronics/support

Skullcandy -https://www.skullcandy.in/support-2/

iball -https://www.iball.co.in/CustomerCare

For any other issues with the product you may contact Poorvika's 24x7 customer Care.

Products not eligible for Replacement:

9 Products That Can't be Replaced

Non-Replaceable: Screen guards, screen protectors and tempered glasses and other mobile accessories. Health care products such as Sanitizer and Mask.

Items labelled as non- returnable on the product detail page are not eligible for return or replacement.

Products That Can't be Replaced

Non-Replaceable: Screen guards, screen protectors and tempered glasses and other mobile accessories. Health care products such as Sanitizer and Mask.

Items labelled as non- returnable on the product detail page are not eligible for return or replacement.

II. RETURN POLICY

Product purchased from Poorvika Online will be acceptable for Return if you find any of the following conditions during the delivery:

1. Physical Damage

2. Defective

3. Wrong product received

4. Broken Seal

Here are the reasons for which Products are not eligible for return:

1. Products that have already been used or installed (except installation done by brand authorized personnel in case of large appliances).

2. In case product is relocated from delivery address for installation / demonstration by you, it would not be eligible for (in case of damaged / faulty etc.).

3. Products that have been tampered with or missing serial numbers / IMEIs.

4. If the product has heating or lagging issue, in such cases you can visit brand service center to get your phone checked.

5. Return will not be accepted for subjective aspects like performance not as per expectation, color shade difference etc.

6. Scratches on packaging not impacting the product performance do not qualify for return.

7. For large appliances, Product becomes non- returnable if primary packaging is found open before installation.

8. If the request is outside Replacement window.

9. If the Job sheet from authorized service center is not provided for defective product.

10. If DOA certificate is not provided for dead on arrival products from brand authorized service center.

11. Products you deem no longer in need or change of mind

III. RETURN PICK-UP AND PROCESSING

In case of return where you would like an item to be picked up from a different address, the address can only be changed if pick-up service is available at the new address.

During pick-up, your product will be checked for the following conditions:

Category Conditions
Correct Product

IMEI/ name/ image/ brand/ serial number/ article number/ bar code should match and MRP tag should be undetached and clearly visible.

Complete Product

All in-the-box accessories (like remote control, starter kits, instruction manuals, chargers, headphones, etc.), freebies and combos (if any) should be present.

Unused Product

The product should be unused, unsoiled, unwashed, without any stains and with non-tampered quality check seals/ warranty seals (wherever applicable).

Before returning a Mobile/ Tablet for replacement, the device should be formatted and Screen Lock (Pin, Pattern or Fingerprint) must be disabled. iCloud lock must be disabled for Apple devices.

Correct Product

IMEI/ name/ image/ brand/ serial number/ article number/ bar code should match and MRP tag should be undetached and clearly visible.

Complete Product

All in-the-box accessories (like remote control, starter kits, instruction manuals, chargers, headphones, etc.), freebies and combos (if any) should be present.

Unused Product

The product should be unused, unsoiled, unwashed, without any stains and with non-tampered quality check seals/ warranty seals (wherever applicable).

Before returning a Mobile/ Tablet for replacement, the device should be formatted and Screen Lock (Pin, Pattern or Fingerprint) must be disabled. iCloud lock must be disabled for Apple devices.

Note: The executive will refuse to accept the return if any of the above conditions are not met.

IV. RETURN APPROVAL PROCESS

1. Creation of Request

You can raise a return request from My Account section of your Poorvika Online account.

2. State Reason for Return

1. If you have purchased an electronic product, you will receive a call from our Return Team within 2 business days of initiating a return request, to troubleshoot the issue you are facing.

2. 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 require to provide Job sheet from the brand authorized service center.

3. 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 2-3 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.

3. Verification

1. Our Return Team will review the documents and pick-up will be arranged if the reason complies with our policy and is approved by our Return Team.

2. Keep all the necessary requisite items ready for a smooth Replacement process - including invoice, original packaging, price tags, freebies, accessories, etc.

3. 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)

4. Solution

Once we receive the product back, our Quality engineers will evaluate the Returned product and provide resolution based on the evaluation report. The replacement product will be shipped out on the basis of evaluation report.

Note: At the time of Return, please ensure that you attach the mail label that is provided by Poorvika Online to your mail id to process the Return request.

V. REFUND POLICY

1. We will take 48 hours to process the refund once the product has cleared the Quality Check and returned successfully.

2. The refund amount will be credited to your bank account within 3-4 working days.

3. In the case of certain public sector banks, it can take up to 10-15 working days.

4. 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.

5. Refund will be initiated to the Original Payment method done while placing the order.