1. Return Options

Certain products on Fair repair will have two return options available: (a) wrong/defective items return option, and (b) all return option. If a product does not have the aforementioned options for return, the return option available for the Product in the product description page will be applicable. All return options are subject to the product being identified as returnable in the product description page. 

What is the ‘Only wrong/defect item return option’ and ‘all issue easy return’ options?

Subject to applicable policies, Fair repair provides an ‘all return option’ to its users, wherein users will be able to enjoy certain privileges on a specific product in lieu of payment of a premium on the product cost. Features of an all return option are as follows:  

1. the user will be allowed to return an already purchased product, if the said product is eligible for returns. 
2. The user will be eligible to return the specific product for reasons other than the product being wrong or damaged.
3. The all return option is available only for specific products and may not be available for all products which are listed on the Platform.

If You are not availing an all return option, you may avail the ‘Wrong/Defect item return option’. If you opt for the Wrong/Defect item return option, then subject to applicable policies:

1. The user will be allowed to return an already purchased product, if the said product is eligible for return/exchange.
2. The user will only be eligible to return the product if the product received is defective, damaged, wrong or incomplete due to the seller’s fault.

1. Cost of Return

If you have opted for an all return option and are eligible to return the product as per applicable policies, you may return the product free of cost no matter what the reason. 

If you have opted for the Wrong/Defect return option and are eligible to return the product as per applicable policies, you may return the product free of cost if fault with the product lies with the supplier. The following are the faults that lie with the supplier:

The following aspects in relation to the product will need be verified before arranging return free of cost:

1. whether the  quality of the product returned is merchantable; and
2. whether the product had degraded in performance, if applicable.

Exchange

You can check whether the product is exchangeable or not after the product has been delivered in the order details page in the ‘My Orders’ section. If the product can be exchanged, You may exchange the product, subject to applicable policies. 

Eligibility of a product for exchange is subject to various aspects including but not limited to stock availability, address being serviceable, seller rating, catalog quality metric, and such other aspects at the sole discretion of the Platform. Further, the eligibility of the product to be exchanged will depend upon the reason for exchange provided by the customer. The product will not be eligible for exchange  if the reason for exchange is either of: (a) the customer is not interested in the product, or (b) quality issues with the product.  

Further, Fair repair will not be accepting any exchanges if: (a) the product which is being exchanged is not the same product that was purchased originally, (b)  you have not followed the process of initiating returns as provided in this Policy and in other communications to You, (c) in a bad faith or fraudulent manner. Further, in the event of any Abuse of Platform Policies, Fair repair shall at its sole discretion not fulfill any exchange initiated by You.

The exchange request must be raised within the return window period specified on the product detail page.

In case of exchange, if the cost of the new product is more than the original product delivered, you will have to pay the difference in amount and if the cost of the new product is less than the original product delivered, the difference in amount will be refunded.  In the event that Fair repair or the seller is not able to meet the exchange requested by You due to non availability of the product, the exchange request will be converted to a return request by Fair repair, at the sole discretion of Fair repair and such a return will be subject to the terms and conditions of this policy.

Further, once a product has been exchanged, there cannot be any more exchanges on the same order.

Common Guidelines for Return and Exchange

Prior to initiating a return or exchange request on the Platform, You shall ensure that, the product which is either being returned or exchanged: 

1. must be in its original condition with all the packaging including brand/manufacturer’s box/packaging, tags, warranty cards and other accessories intact;
2. must not be damaged in your possession;
3. must be unused, unwashed, unsoiled, without any stains and with non-tampered quality check seals/return tags/warranty seals (wherever applicable).
4. must not be used or altered;
5. must be the same product that was delivered to you; and
6. must be returned/exchanged within the return window specified against a product on the product detail page.

Further, IMEI/ name/ image/ brand/ serial number/ article number/ bar code of the returned/exchanged product should match the records of Fair repair. Any additional conditions provided in the product details against each product shall be applicable as well.

Further:

1. Your address and the item that you wish to return/exchange must be eligible for return/exchange as provided in this policy.
2. If the return is not eligible for pickup, a return option will not be available
3. If you have requested for a return, you will be provided with a refund once the product returned has been received by the seller. If you have requested for an exchange, you will be provided with the exchange produced. 
4. If you intend to return/exchange an electronic device that stores any personal information, you must remove/delete all such personal information from the device prior to returning. Fair repair shall not be liable in any manner whatsoever for any use of such information. Such electronic device should be formatted, and screen lock should be disabled. 
5. No return, exchange shall be accepted if warranty card, if any, is missing while return, or  exchange of product.
6. The products available on the Platform are usually returnable/exchangeable within 7 days of delivery. However, specific details in relation to each product are mentioned in the product description. Further, a product which has been returned/exchanged cannot be returned/exchanged again.

Refund

How will I get my refund?

1. Refund will be credited to the same source of payment from which payment was received, after deducting the cost of return (where applicable), once the return product is received.  
2. If you desire to return a product, then you shall be entitled to receive only the amount actually paid by you for the purchase of the product, subject to applicable deductions.       
3. In the event any product is returned, then any offer, promotion, discount applied to such product shall be forfeited.
4. If you have made the payment through your bank account, the refund will be credited to the same bank account from which payment was received after deducting the cost of return (where applicable), once the return is received.
5. If you have made the payment as cash on delivery, you will be given an option to either receive the refund in your bank account or as Fair repair Balance. If you have chosen to receive the refund in your bank account, you will be required to provide us with your bank account details and the refund amount will be credited to the bank account details provided by you. Fair repair shall not be liable to you in case incorrect bank account details have been provided by you.
6. In case of any discrepancies regarding receipt of refund amount, Fair repair may request for additional information such as bank statement or any other relevant document.

When will I get my refund?

Following are the processing timelines after the product is received by us or when the seller notifies us of the receipt of the products.

Instant Refund:

Fair repair offers instant refund whereby the refund will be triggered within 4 (four) hours of the product being picked up and marked by the delivery partners as successfully picked up (“Instant Refund”). The refund will be reflected to the bank account within 3 – 7 Business Days or as Fair repair Balance within a maximum of 2 Business Days. The following are the conditions which are required to be met for the return to be eligible for an Instant Refund:

1. Instant Refunds are only available for cash on delivery orders.
2. The product which is being returned should have successfully undergone a quality check by the delivery partners and should have been marked as successfully picked up for return on the systems of Fair repair. Fair repair reserves the right to not accept the return in the event the product is damaged, incorrect or for such other reasons as Fair repair deems fit. 
3. In the event where the delivery partner is unable to mark the product as successfully picked up in the systems of Fair repair, as a result of technical issues, Fair repair shall not be liable to process the Instant Refund. 
4. Further, Fair repair shall not be held liable for not processing the Instant Refund for reasons attributable to the delivery partner, which include instances as, product being marked canceled instead of picked up, tracking details not available for the product picked up, etc. In such instances, Fair repair may not be able to process the Instant Refund.
5. Instant Refunds will not be processed in case of instances whereby the systems of Fair repair cannot generate a refund without manual intervention, i.e., it is not a system generated refund. Manual intervention is typically required in the following instances: 
6. In the event the refund request is raised for a missing product or a product that was not delivered to the customer. 
7. In the event that  the delivery partner is unable to update accurate details in the systems of Fair repair regarding the product that has been picked up including tracking details for the product. 
8. In the event the customer has opted for self shipment, for any reason, and not routed the return via the delivery agents assigned by Fair repair. In the event that the customer has mistakenly returned additional products along with the products for which the return was initiated. 

1. Instant Refunds are not available for customers who have purchased products from Resellers on the Fair repair platform.  Fair repair may not be able to process Instant Refunds in the event of unavailability of services due to any reason including technical issues and downtime,  which may include: (a) downtime in the bank servers which will hamper Fair repair’s ability to process the refunds, (b) downtime in the Fair repair platform or communication channel which disrupts the ability of the delivery partner to update the status of the pick up, or (c) other technical reasons which disrupts the process of return and refunds, as may be applicable.
2. Instant Refunds will not be processed if the bank details or UPI ID is not provided or is inaccurate. 

Fair repair reserves the right in its sole discretion to refuse Instant Refund for reasons including but not limited to: (i) any fraud or malpractice committed by the user and detected by Fair repair at any point of time, (ii) for any other reason that Fair repair may deem fit. 

Miscellaneous 

Please note that all the customer claims and requests for return/refund shall be subject toFair repair’s satisfaction. 

Fair repair reserves the right, at its sole discretion, to amend, change, modify, add or remove any portion of this policy at any time without any prior written notice to you. It is your responsibility to review this policy periodically for any updates/ changes.

For any further queries regarding return, exchange or refund, please reach out to customer support at Helpdesk@fairrepair.co.in.