We aim to provide the best customer experience to our Users beginning from placing an order to initiating a return. While transacting on the NekiStore 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.
Applicability of Policy
By agreeing to use NekiStore Platform and/or initiating a request for purchase of Product(s) on the NekiStore 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 NekiStore Platform.
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 NekiStore Platform.
Cancellation of Products
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.
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 a SMS as soon as the cancellation is accepted and the amount paid towards the order will be initiated in below time line:
>Before 2 PM same day refund initiation
>Post 2 PM next day refund initiation
Replacement or Exchange of Products
>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:
> 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
>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". 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.
>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.
>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 NekiStore 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 an unboxing video and images of the damaged, defective or inaccurate Product received with clear timestamp 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.
>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.
>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 (iv) if products like Mobiles, tablets, laptops are found activated during investigation. 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.
Refund
At the time of raising a request for return or cancelling the Products on NekiStore 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.
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 imply appropriate penalty in refund amount in respect of a Product that is deemed ineligible for a full refund based on our verification and assessment. The refund amount will be credited to the original payment mode opted by 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.
We do not make any cash refunds. The amount will be refunded to you within 7 (seven) working days into the original 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.
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.