Refund & Cancellation Policy

1. Order Cancellation Policy

1.1 Cancellation Before Shipment

You can cancel your order before it is shipped at no additional cost.

1.2 Cancellation After Shipment

• Once the order is shipped, cancellation is not possible
• You may refuse delivery and the product will be returned to us
• Full refund will be processed after we receive the returned item

1.3 Cancellation by Phonoverse

We reserve the right to cancel orders in the following cases:

• Product is out of stock or unavailable
• Pricing errors or technical glitches
• Incomplete or incorrect delivery address
• Suspected fraudulent transaction

Refund: Full refund will be processed within 5-7 business days via the original payment method.

1.4 Cancellation Charges

2. Return & Refund Policy

2.1 Return Window

We offer a 7-day return policy from the date of delivery for most products.

• Return request must be raised within 7 days of delivery
• Product must be returned within 2 days of pickup scheduling
• Return pickup is free of charge

2.2 Eligible Reasons for Return

Returns are accepted for the following reasons:

• Defective Product: Device not working as described or has hardware defects
• Wrong Product: Received a different product than ordered
• Damaged During Transit: Product arrived with physical damage
• Missing Accessories: Charger, earphones, or other included items missing
• Quality Issues: Product doesn't meet our quality standards
• Change of Mind: Simple return (conditions apply)

2.3 Return Eligibility Criteria

2.4 Quality Check on Returns

All returned products undergo a thorough quality check:

• Step 1: Product authenticity and IMEI verification
• Step 2: Physical inspection for user-caused damage
• Step 3: Functional testing of all features
• Step 4: Verification of accessories and packaging

Refund/Exchange will be processed only after successful quality check approval.

3. Refund Policy

3.1 Refund Processing Time

Once your return is approved after quality check:

3.2 Refund Methods via Paytm Gateway

Refunds are processed to the original payment method used during purchase:

3.3 Refund Amount

• Full Refund: If product is defective, wrong, or damaged
• Partial Refund: If accessories are missing or packaging is damaged (deduction may apply)
• No Refund: If product is damaged by user or quality check fails

3.4 Tracking Your Refund

You can track your refund status:

• In the Phonoverse app under "My Orders" → "Returns & Refunds"
• Via email notifications sent at each stage
• By contacting customer support with your Order ID

4. Exchange Policy

4.1 When Can You Exchange?

Exchange is available within 7 days of delivery for:

• Defective or damaged products
• Wrong product delivered
• Product not matching description

4.2 Exchange Process

1. Raise an exchange request via the app or email
2. Schedule a pickup for the defective product
3. Our team picks up the product (free of charge)
4. Quality check is performed
5. Replacement product is dispatched within 2-3 business days
6. You receive the exchanged product

4.3 Exchange Charges

5. Non-Returnable Items

5.1 Warranty vs Returns

After the 7-day return period, defective products are covered under warranty:

• Warranty period varies by product (typically 6 months to 1 year)
• Warranty covers manufacturing defects only
• Does not cover physical or water damage
• Repair or replacement at our discretion

6. How to Return a Product

6.1 Step-by-Step Return Process

6.2 What to Pack

7. Important Return Conditions

7.1 Product Condition Requirements

• Product must be unused and in saleable condition
• All security seals and labels must be intact
• No scratches, dents, or user-caused damage
• Device must power on and function properly
• No water damage or liquid contact indicators triggered
• IMEI/Serial number must match invoice

7.2 Rejected Returns

Returns may be rejected if:

• Product shows signs of use beyond inspection
• Damage is caused by user negligence
• Accessories or parts are missing
• IMEI/Serial number mismatch
• Product has been tampered with or repaired
• Return exceeds the 7-day window

7.3 Partial Refunds

Partial refunds may be issued if:

• Product is returned without original packaging (10-20% deduction)
• Accessories are missing (cost of accessory deducted)
• Minor user-caused cosmetic damage (up to 30% deduction)

8. Need Help with Returns?

If you have any questions about returns, cancellations, or refunds, our customer support team is here to help!