Cancellation, Refund & Return Policy

Cancellation of Order: Before Shipment & Refund

You will be entitled to cancel the order placed to us; only if your product is not yet shipped by us. Once the product is shipped, we shall not accept cancellation requests.
For any queries or information, (Mtronics) requests you to call on Mtronics’s contact No +91 8850827243 or email us on sales@mtronics.in by sharing your order id to resolve your queries through our customer care executive.
In order to cancel the Order, you will follow the following process :
Login to Mtronics website/app> Go to purchase summary> click order ID> Press the cancellation tab.
Once a cancellation request is successfully registered on our Website/app by following the aforesaid process, your order shall be deemed to be cancelled.
If it is a Prepaid Order, the amount will be refunded to you, in accordance with our Refund Policy.
Under some rare situations, we can also raise an order cancellation request. These situations could be –
Product out of stock with Mtronics.
Restrictions on the number of products you can order, as per Terms & Conditions of any offer/Discount.
Incorrect pricing or description of the product.
Payment fraud suspicion by our Credit & Fraud Avoidance Department.
Incorrect or Incomplete Buyer’s Address.
Any other unavoidable or unforeseeable circumstances.
You agree that, non-completion of the order within the prescribed time-limit will not automatically entail the Cancellation of the order, if the same is as a result of the circumstances beyond our control.
A cancellation request cannot be made after your order is ready for shipment. Once the product is opened or the service is considered as delivered, the order cannot be cancelled. You can however claim a warranty as per our warranty policy. All refunds are processed after internal verification and in case of any sales return, we reserve our right to full and partial refunds based on the condition of the product.

Return

Conditions to initiate returns

New Products must be returned to us within seven (07) working days from the date on which you have received the product / must be dispatched to us within seven (07) working days from the date of receipt of the product.
Open Box & Pre Owned Products shall be returned to us within fifteen (15) working days from date on which you have received the product and will be accepted only in case of following:

Stocks are dead on arrival or have a major technical problem.
Product received is physically damaged.
You have to submit a request of Sales Return on sales@mtronics.in
Our back office executive will get in touch with you to initiate the process of returns and after verification of the request made (Mtronics) will pick up the product from the premises where in the product was delivered.
Quality Check (QC) will be done by (Mtronics) or its affiliates/associates/service partners to cross check the status request as made by the buyers.
Refund will be initiated on successful Quality Check of the product and status of your claims shall be advised to you through email communication
The End to End Sales Return Cycle will take 15 working days’ time.

In the event , you receive a damaged / defective product or a product that does not comply with the specifications as per your original order, you are required to get in touch with the customer service team.
Other Cases for Return/ Replacement of the Product :

Wrong Product – Wrong color/ size/ style,
Wrong item delivered or wherein product dispatched differs from the one which was ordered.
Defective Product – Manufacturing defect/ functional defects. (Not applicable, if the product is under Manufacturer’s Warranty or is an AS IS products)
Damaged Product – Physical damage/ Tampered product or packaging. (Not applicable, if the product is under Manufacturer’s Warranty or is an AS IS products)
Wrong Quantity – Missing Products/ Parts. (Not applicable, if the product is under Manufacturer’s Warranty or is an AS IS products)
Under what conditions returns/ replacement request will not be accepted?
Returns/ Replacement requests will not accepted under following cases –
If Products are Altered/ Used after delivery by the Buyer (s) without prior intimation to us.
If the Product is returned without Original Packaging (price tags, labels & accessories)
If the Serial Number is tampered.
For Defective product that is covered under Seller/Manufacturer’s Warranty.
For Damaged/Missing product that is reported after Seven (07) working days of the delivery
For Products sold under specific promotions or given by way of a gift or sample or in a like manner.

Upon receiving your complaint, we or our service partner shall verify the authenticity and the nature of the complaint and if we are convinced that the complaint is genuine, we shall process your complaint and request for a replacement. However, in the event of frivolous and baseless complaints regarding the quality and content of the products, we reserve our right to take necessary legal actions against you and you will be solely liable for all costs incurred by us in this regard.
In order to be eligible for a replacement, you must return the product with the original box and all accessories in the exact same condition as it was sold to you. If a product being returned is not in accordance with the above guidelines, then you shall not be entitled to any replacement from us. In case you ordered a wrong item, or the product has been used by you, then you shall not be entitled to any return/refund.
Before accepting a shipment of any product, kindly ensure that the product’s packaging is not in a damaged condition. After acceptance of the same or after the item/product is considered as delivered, then we will not be liable for any replacement of the product or cancellation of order or any other action of like manner.

Refunds

(Mtronics) will process your refund to the original form of payment or in the bank account of which details are provided by you to (Mtronics). The (Mtronics) is free to decide the mode of payment of such Refund which includes RTGS payment system.
Refund will be processed within 15 working days from the date of Notification.
You are responsible for and must prepay all return shipping charges and you shall assume all risk of loss or damage to product while in transit to (Mtronics) except defect is attributable on our part and DOA (Dead on Arrival) cases.
If you have received damaged, defective or incorrectly shipped merchandise, please notify Customer Care on +91 8850827243 within 10 working days. Refund may be refused if the product received by us is not as per your claim or Order ID is missing on the package.
The refund or cancellation may be denied if :
Product is damaged due to improper use by the Buyer.
Any item is missing from the original packaging/order delivered to the buy