Cancellations/Return/Refund Policy
Last updated: 2025-03-13
Introduction
This Returns, Refunds, and Cancellation Policy ("Policy") governs the terms under which customers ("You" or "User" or "Buyer") may cancel orders, return products, and receive refunds from itel ("We," "Us," or "Our") when purchasing through our website https://www.itelshopindia.com ("Website"). By placing an order on our Website, You acknowledge and agree to the terms outlined in this Policy.
Definitions
Order: A request by You to purchase products from the Website.
Cancellation: The act of nullifying an Order before it is processed for dispatch.
Return: The process by which You request to sends back a product under the conditions specified in this Policy.
Refund: The reimbursement of the amount paid by You for a product, subject to verification, approval, and applicable deductions as per this Policy. Refund processing is at itel's sole discretion and will be conducted after thorough evaluation of the returned product.
Replacement: The provision of a new product in exchange for a returned product, which is not applicable under this Policy.
Return Conditions: Specific criteria under which a product is eligible for return and refund.
Cancellation Policy
1. Cancellation Window:
You have a 60 minutes window from the time of order placement to cancel your order. Post this period, cancellation is not possible. Partial cancellations are permitted.
2. Cancellation Process:
To cancel an order, You must visit the "My Account > My Orders" section on https://www.itelshopindia.com.
- •Click the "Cancel" button next to the product You wish to cancel.
- •Select the quantity to cancel from the drop-down menu.
- •Choose the appropriate cancellation reason from the drop-down menu.
- •Click the Cancel Order button to confirm the cancellation.
If cancellation is successful, the refund will be processed to the original payment method within 10-12 business days, subject to bank processing times.
Return Policy
1. Non-Returnable Products:
Products are generally non-returnable and non-exchangeable. However, returns are accepted under specific conditions as outlined below.
2. Return Conditions:
Returns are accepted if any of the following conditions apply:
- •The product received is physically damaged.
- •The product received is near expiry (less than 3 months of shelf life remaining).
- •The product received differs from its description on the product detail page.
- •The product received is defective.
3. Return Request Process:
Return request can be raised within 48 hours of delivery by requesting on itelcustomercare@itel-mobile.com.
4. Verification and Pickup:
After submitting a return request, a customer support team member will verify the details. Additional information may be requested. If the return request is approved, a pickup will be arranged from the delivery address. Customers must pack the product(s) in transit-worthy packaging and be available on the scheduled pickup date.
Note:
The service partner will make a maximum of 2 pickup attempts. If both attempts fail, the return request will be cancelled and cannot be re-initiated.
Refund Policy
Customer Product Returns:
Refunds will be initiated after the returned products are received, verified and approved at the itel warehouse. Refunds are subject to quality checks, and any discrepancies may result in partial refunds or rejection. Once approved, refunds will be processed to the original payment method within 10-12 business days.
Refund for Undelivered Orders:
If an order cannot be delivered due to unforeseen circumstances, the refund will be processed only after the shipment is returned to the itel warehouse and verified.
Refund for Cancellations:
If an order is successfully cancelled before processing, the refund will be initiated immediately and credited within 10-12 business days, depending on the payment method and bank timelines.
Deductions & Adjustments:
Refund amounts may be subject to deductions based on product condition, usage, or other applicable fees, as determined by itel.
Replacement Policy
1. No Replacements:
Due to the nature of the products sold on the website, replacements are not allowed.
Amendments
1. Policy Changes:
We reserve the right to amend this Policy at any time without prior notice. Any changes to this Policy will be posted on the Website. Your continued use of the Website and placement of orders after any amendments constitutes Your acceptance of the revised Policy.
Contact Information
1. Customer Support:
If You have any questions or concerns regarding this Policy, please contact our customer support team at itelcustomercare@itel-mobile.com or call us at 91-120-6650888.