Reliance Digital Return, Refund & Exchange Policy

RETURN POLICY

Within 5 (five) days of the delivery date (the “Return Period”), you may request a return of the product if any of the following apply:

the product is delivered with physical damage, a missing part, or is different from what was ordered based on the product description on the Reliance Digital Platform. You must notify Reliance Digital customer care within 24 hours of delivery of any physical damage, missing or incorrect product, etc. Products that can be installed without a technician’s help, such as lighting products, tablets, wireless phones, audio enhancement, small home appliances, laptops, power, musical instruments, peripherals, photography devices, storage devices, power devices, entertainment promotion devices, or mobile phones—returns will only be accepted for these kinds of products. if it is discovered that the Product is not activated, it may be verified in accordance with this Policy’s provisions.

In order to report any damage, defect, or non-functionality condition of the product that is, if the product delivered is dead on arrival (DOA) within 5 (five) days of delivery you must contact Reliance Digital customer care. Examples of such products include air conditioners, televisions, water purifiers, refrigerators, convection microwaves, and washing machines. Product returns that are reported as damaged, defective, or DOA will be handled in accordance with this policy’s guidelines, pending verification.

When the products are not in stock with Reliance for a replacement, the user will have the opportunity, at our sole discretion, to initiate a return request within five (5) days.

If the product is found to be defective or non-functional upon delivery, you must notify Reliance Digital customer service of any such issues. For example, if the product is delivered dead on arrival (DOA). If a product is reported as defective or DOA, the return will be handled in accordance with this policy’s provisions, pending verification.

If a problem arises five (five) days after delivery, users can get in touch with the manufacturer directly through the manufacturer’s product warranty (if applicable).

“Tamper Evident Void Seals” are included with every item we ship; for additional details on our packing, check this link. Please make sure that packages with tampered seals are not accepted. You shall be automatically excluded from any return claims for physically damaged or defective products, wrong products, or missing accessories if you accept a tampered “Void Seal” or a broken box.

In order to facilitate a successful return pick-up, you must maintain the Products in their unused, original condition together with the original invoice or sale receipt, brand outer box, MRP tags attached, user manual, warranty cards, and original accessories in manufacturer packaging. Subject to the conditions outlined in this Policy, we would accept the request for the return of such a product.

We advise you to file a request as soon as possible on the Reliance Digital Platform if you have received any products that are returnable under the rules of this policy. We reserve the right to independently determine whether the following situations apply: (a) the products’ stated faults, damages, or inaccuracies are acceptable to us; or (b) the defects, damages, or inaccuracies are the result of our default. Based on the results of our verification, we will either accept or refuse the return request. In order to verify this, we might ask you to email us pictures of the damaged, faulty, or incorrect product you received. Alternatively, we might ask you to give our staff a call or come by so they can inspect the product and determine whether it is defective.

As an alternative, you might send us the Brand DOA certificate so we can handle the return. On the other hand, you must get in touch with the brand customer care directly for companies like Apple, Samsung, MI, POCO, Xiaomi, Redmi, Oppo, VIVO, OnePlus, Tecno, Infinix, Lenovo, Acer, HP, Epson, Dell, Asus, and Fossil by visiting the appropriate brand website. After evaluating the damage or the issue raised in the return request, we reserve the right, at our sole discretion, to handle the situation in accordance with the assessment report.

Your return will only be processed if all of the requirements that we may specify are met at the time the product is returned. These requirements include the product being returned in its original condition, with the price tag still attached, the product’s original packaging, and the serial number or bar code matching our records. If the product is part of a combo, it must be returned in its entirety, with its original outer packaging and all of its accessories, and there must be no damage that occurred after it was delivered while it was in your possession.

You acknowledge that we will not accept any product returns: (i) if the product is in the non-returnable product category (described below); (ii) if you ordered the wrong product model, color, or quantity. (iii) if, within the Return Period, you neglect to return the Product or file a complaint regarding any damage, defect, or inaccuracy. The product will not be deemed damaged, defective, or inaccurate, and it will not be regarded as having a quality issue if it is damaged due to your improper use of it, if you, the user, or a third party modifies or changes it, or if its value decreases for any other reason.

For any of the qualifying reasons, you should submit a return request at 1800 889 1055 or reliancedigital@ril.com to obtain a Return Authorization code. We may arrange for an engineer to come or contact after receiving your return request so we may evaluate the reported problem. A solution for a return will be provided based on the technical report from the engineer. Should your return request be accepted, you will receive an email confirming the product specifications, pickup information, and Return Authorization Code. After a Return Authorization code is generated, our reverse logistics partner will contact you to arrange for the collection of the approved product for return. When returning the product, please make sure to get the manifest copy from the logistics partner. You can trace the return order travel and file a claim for any transit damages by referring to the manifest copy.

As stated on the invoice, you can also pick up products you’ve ordered from our physical stores via the Reliance Digital Platform or return items that were delivered within three hours via Insta Delivery. For any problems, questions, or requests for returns of Insta Delivery items, please contact the store number that is provided on the invoice. When you return an Insta Delivery product and meet all return requirements outlined in this policy, your return will be processed. We will begin processing your return for Instant Delivery and, at our option, issue a refund to your original payment method or store credit.

Product categories listed below are designated as “non-returnable” unless the received package is confirmed to be damaged or defective.

• Tempered glass, screen protectors, and screen guards are examples of mobile phone accessories
• Every video game on a console or computer that has a return policy stated on its product detail page
• Jio Dive
• Jio Motive
• Prima 4G Jio Phone
• Jio Bharat Phone

Before sending an electronic device back to us, please make sure that any and all personal information on it has been deleted. Reliance disclaims all liability for any improper use or application of this information.

REFUND POLICY

You can request a refund at the time you submit a return request or cancel an order on the Reliance Digital Platform. You will only receive this kind of refund if we have received payment for the product.

Please be aware that if you choose to cancel or return the products, the refund amount for those that qualify for a return under this policy will be processed 48 (forty-eight) hours after the date we receive the returned product back at our warehouse. This will happen after we verify and evaluate the products and the related documents. Your refund will only be processed once the requirements specified by us are met. These requirements include the Product being returned in its original condition with the price tag still attached, the Product’s original packaging, the brand outer packaging of the damaged, inaccurate, or defective Product, and all accessories still in place. For the avoidance of doubt, it is made clear that we will not issue a refund for any Product that our verification and assessment determine is not entitled for one. The refund amount will either be issued to you as store credit or credited to the original payment method that you selected. You understand that the terms and conditions of your financial institution or payment solution provider may apply, and that it may take longer for your refund to appear in your account once it is initiated.

Cash refunds are not offered by us. Within 7 (seven) business days, the money will be returned to you using the original payment method that you selected. It occasionally takes longer for banks or other financial intermediaries to handle refund requests. Nevertheless, you can get in touch with us and we’ll be happy to assist you if the refund does not occur before the specified period.

The User will not receive a refund for any amount spent for shipping or other fees that may occasionally be incurred. Nevertheless, if a Product is delivered with a flaw or damage (due to causes within our control, and approved by us following thorough investigation at our sole discretion), We might reimburse you for the shipping costs. If you receive a non-returnable product that is damaged or faulty, you will receive a refund, pending our verification and inspection of the product’s damage or defect.

In certain situations, such as when a product is unavailable for replacement or is misrepresented on the website, we offer refunds. If, upon our inspection following a product’s return, it does not meet the quality requirements outlined in this Policy, we reserve the right to reject a request for a refund. In some situations, we might let you know and ship the returned item back without starting the refund process.

If the transaction is more than 180 days old, there can be problems with the refund process for Brand Approved (extraordinary returns) that are authorized by the brand during the product’s warranty period. Our staff will get in touch with you to get the necessary paperwork in order to manually post a refund into a different account in these situations. A copy of the user’s bank account information, such as a cancelled check or bank passbook, must be sent, along with photographic identification (such as an Aadhar card or PAN card). The billing name that was used to place the order must match the name on all supplied paperwork. In the event that the names don’t match, Reliance maintains the right to reject the user’s request for a refund to a bank account.

EXCHANGE POLICY

Within the 5 days of the product(s) being delivered to you (the “Replacement Period”), you may request a replacement if the following conditions are met:

For a successful replacement pick-up, you must maintain the Products in their unused, original condition together with the original invoice or sale receipt, brand outer box, MRP tags attached, user manual, warranty cards, and original accessories in manufacturer packaging. Subject to the conditions outlined in this Policy, we would accept the request for a replacement of such Product.

We advise you to submit a request on the Reliance Digital Platform as soon as possible if you have received any products that are replacementable under this policy.

We reserve the right to independently determine whether the following situations apply: (a) the products’ stated faults, damages, or inaccuracies are acceptable to us; or (b) the defects, damages, or inaccuracies are the result of our default. Based on the results of our verification, we will either approve or refuse the replacement request. In order to verify this, we might ask you to email us pictures of the damaged, faulty, or incorrect product you received. Alternatively, we might ask you to give our staff a call or come by so they can inspect the product and determine whether it is defective. As an alternative, you might provide us with the Brand DOA certificate so we can handle the replacement. We may, at our sole discretion, address the matter after evaluating the damage or the concern mentioned in the replacement request.

Your replacement will only be processed if all of the requirements that we may specify at the time of replacing such Products are met. For example, the Product to be replaced must be provided to us in its original condition, with the price tag still attached and the original packaging intact, and its serial number or bar code must match our records. If the Product(s) was purchased as a combo, then the Product(s) sent for replacement must be as a complete combo, its brand-new outer packaging and all of its accessories must be intact, and there must be no damage that occurred after delivery while the Product was in your possession.

You acknowledge that we won’t swap out any products: (i) in the event that you ordered the wrong product in terms of model, color, or category; (ii) in the event that the product is not a replacement. (iv) if items such as laptops, tablets, and cellphones are discovered to be active after an investigation; (iii) if you neglect to file a complaint or request a replacement for a broken, faulty, or erroneous product within the Replacement Period. Any damage to the product resulting from your misuse of it, any alterations made to it by you, the user, or a third party, or any decrease in its value for any other reason, will not be regarded as a defective, damaged, or inaccurate product and will not be regarded as a quality issue.

For any of the qualifying causes, you should submit a replacement request at 1800 889 1055 or reliancedigital@ril.com to obtain a Replacement Authorization code. We might arrange for an engineer to visit or phone after receiving your replacement request so we can evaluate the stated problem. On the basis of the technical assessment from the engineer, a replacement will be suggested. We will send you an email confirming your request for a return along with information on the product, pickup information, and Replacement Authorization Code if the replacement request is accepted. After a Replacement Authorization code is established, our reverse logistics partner will contact you to arrange for the collection of the approved product for replacement. When transferring the product to the logistic partner, please make sure you get the manifest copy. You will use the manifest copy as a guide to follow the return order for a replacement while it is in transit and to file a claim for any cargo losses. The replacement product will be mailed to the address you provided on the original order after we have received the returned product.

There is no Insta substitute. Product that you ordered from our physical stores or boutiques through the Reliance Digital Platform is delivered (in less than 3 hours).