Refund & Return Policy for Vertu India

Last Updated: March 16, 2024

This Refund & Return Policy outlines the terms and conditions for returning products purchased from Vertu India. We strive to provide a transparent and hassle-free process for our customers.

Return Eligibility

Products may be eligible for return if they meet the following criteria:

  • The item is in its original, unused condition with all original packaging, accessories, and documentation.
  • The return is due to a change of mind, wrong item shipped, or defective product.
  • The return request is initiated within the specified time period (see below).
  • The item is not listed under “Non-Returnable Items” (see below).

Return Time Period

All return requests must be submitted within 7 (seven) days from the date of delivery as per the courier tracking. Requests made after this period will not be accepted.

Condition of Returned Items

To be eligible for a refund or exchange, the returned item must be:

  • In its original, unused, and undamaged condition.
  • Accompanied by all original accessories, chargers, manuals, and documentation.
  • Packed in its original packaging with all seals intact (if applicable).
  • Free from any signs of use, scratches, or physical damage.

Return Process

To initiate a return, please follow these steps:

  • Contact Customer Service: Email us at help@vertuofficial.com with your order number, reason for return, and any relevant details.
  • Receive Return Authorization: Our team will review your request and provide a Return Authorization (RA) number and return shipping instructions if approved.
  • Ship the Item: Pack the item securely with all original accessories and documentation. Include a copy of the invoice and the RA number on the package. Ship the item using the courier service specified in the instructions.
  • Track Your Return: Keep the tracking number for your records.

Note: Returns without a valid RA number will not be accepted. The customer is responsible for all return shipping costs unless the return is due to our error or a defective product.

Refund Process

Once we receive and inspect the returned item, we will process your refund:

  • Inspection: Our team will inspect the returned item to ensure it meets the eligibility criteria. This inspection typically takes 3-5 business days from the day we receive the item.
  • Refund Issuance: If the item passes inspection, we will issue a refund to your original payment method within 7-10 business days. Refunds will be processed for the product cost only; original shipping charges are non-refundable unless the return is due to our error.
  • Refund Confirmation: You will receive an email notification once your refund has been processed. Please note that it may take additional time for the refund to appear in your account depending on your bank or payment provider.

Shipping and Handling for Returns

Shipping costs for returning items are generally the responsibility of the customer. However, we will cover return shipping costs in the following cases:

  • If the wrong item was shipped to you.
  • If the product is defective or damaged upon arrival.

We recommend using a trackable shipping service and insuring the package, as we cannot be responsible for lost or damaged returns during transit.

Non-Returnable Items

The following items are not eligible for return or refund under any circumstances:

  • Personalized or custom-ordered products (unless defective).
  • Opened or used products (including software, ringtones, or accessories).
  • Products with removed or tampered security seals or serial numbers.
  • Gift cards and prepaid vouchers.
  • Products purchased from third-party sellers (not directly from Vertu India).
  • Items marked as “Final Sale” or “Non-Returnable” at the time of purchase.

Exchanges

If you wish to exchange a product for a different model, color, or size, you must follow the standard return process to return the original item and place a new order for the desired item. Exchanges are subject to product availability. Any price difference will be charged or refunded accordingly.

Warranty Information

All products come with the manufacturer’s standard warranty. Issues covered under the manufacturer’s warranty should be addressed through authorized service centers. This return policy is separate from warranty coverage. For warranty claims, please contact the manufacturer or our customer support for guidance.

Damaged or Defective Products

If you receive a product that is damaged, defective, or not as described, please contact us within 24 hours of delivery with photos and details. We will arrange for a replacement or full refund (including shipping) at our expense. Do not attempt to return the item without prior authorization.

Changes to This Policy

We may update this Refund & Return Policy from time to time to reflect changes in our practices or legal requirements. Any changes will be posted on this page with an updated “Last Updated” date. Your continued use of our services after such modifications constitutes your acceptance of the updated policy.

Contact Us

If you have any questions or concerns about this Refund & Return Policy, please contact our customer support team:

  • Email: info@vertuindia.com
  • Phone: +91-XXXXXXXXXX (Monday to Saturday, 10:00 AM – 6:00 PM IST)
  • Address: [Your Company Address Here], India