Refund & Returns Policy

# Refund & Returns Policy

**Last Updated: 14 July 2026**

At Electrowide, we strive to deliver quality products and a smooth shopping experience. This policy explains when refunds and returns are available, how to request them, and our process for handling such requests.

## 1. Return Eligibility

You may request a return within **7 days** of receiving your order if:

– The product is **damaged or defective** upon arrival
– The product is **significantly different** from what was described
– You received the **wrong product** (incorrect model, part, or specification)
– The product is **not working** within the first 24 hours of installation, due to a **genuine manufacturing defect** (see Section 3 for components we are unable to pre-test)

Where our verification confirms a genuine manufacturing defect that is not a result of installation error, mishandling, or the untestable-component limitations described below, we will honor a repair, replacement, or refund as applicable. Nothing in this policy overrides your statutory rights under the Consumer Protection Act, 2019.

## 2. Non-Returnable Items

The following items are NOT eligible for return:

– Products damaged due to **improper installation** by the customer or unqualified technician
– Products damaged due to **wrong wiring, short circuit, or power surge** caused by the customer
– Products that have been **opened, modified, or tampered with** (other than for inspection)
– Products marked as **”Final Sale”** or **”Clearance”** at the time of purchase
– Custom-ordered or **special-procurement products**
– Products without original packaging, labels, or accessories

## 3. Important: Installation Damage & Untestable-Component Disclaimer

LED TV PCBs and electronic spare parts are sensitive components. Damage caused by incorrect installation, wrong voltage, reverse polarity, or static discharge is **not covered** under our return policy.

### Components We Are Unable to Pre-Test
Certain components — including but not limited to **transistors, MOSFETs, and several types of soldered modules** — cannot be functionally tested before dispatch without desoldering them, which would itself damage the board. For these components, our pre-dispatch testing verifies the board’s overall functional condition as shown in the seller verification video (below), but cannot individually certify every such part. This is a limitation of the component itself, not a defect, and returns based solely on the untestable status of these specific parts will be assessed case by case using the verification process in Section 3B.

We strongly recommend:

– Professional installation by a trained technician
– Verifying compatibility before purchase
– Following manufacturer guidelines during installation

### Seller Verification Video
For dispute resolution, sellers may upload a **YouTube test verification video** before dispatch showing the working product with the order ID written on it. This serves as proof that the product was functional at the time of shipping.

## 3B. Product Verification & Anti-Fraud Check (Applies to All Approved Returns)

Because many electronic spare parts are sold in identical brand/model variants, a returned item must be verified against the product we actually shipped before any refund is processed. This protects genuine customers by ensuring refund decisions are based on evidence, not assumptions.

– **Identification marking**: Where feasible, our products carry a discreet, tamper-resistant identification marking that is not easily removed or replicated. This is used solely to confirm that a returned item is the same unit we dispatched.
– **What this means for you**: If an approved return is received and our team is unable to verify it as the original unit shipped (for example, if the marking is missing, altered, or the item otherwise does not match what was sent), we reserve the right to decline the refund and return the item to you at your cost.
– **What this does NOT mean**: This check exists to catch fraudulent substitution, not to create obstacles for genuine claims. If your returned item matches what we shipped, verification will not delay or affect your refund beyond the standard timeline in Section 5.

## 4. How to Request a Return

To initiate a return:

### Step 1: Contact Us Within 7 Days
– WhatsApp: +91 6901845419
– Email: support@electrowide.in
– Include your Order ID and reason for return
– Attach photos/videos of the product showing the issue

### Step 2: We Will Review
– Our team will review your request within **48 hours**
– We may ask for additional photos, videos, or details
– For technical issues, we may request a **video of the product when powered on**

### Step 3: Approval and Pickup
– If approved, we will arrange reverse pickup through our courier partner
– Pack the product with all original accessories and packaging
– Hand over to the pickup agent with the order details

### Step 4: Quality Check
– Once we receive the returned product, our team will verify the condition and issue, including the identification check described in Section 3B
– This typically takes **3-5 business days**

### Step 5: Refund Processing
– Approved refunds are processed within **5-7 business days** after quality check
– Refunds are issued to the original payment method
– For Cash on Delivery (COD) orders, refunds are processed via UPI or bank transfer (we will contact you for details)

## 5. Refund Timeline

Bank processing time (additional 3-7 days) may apply depending on your payment provider.

## 6. Refund Amount

– **Full Refund**: For confirmed defective products, wrong items, or shipping damage
– **Product Cost Only**: Original shipping charges are non-refundable unless the issue is our fault
– **Restocking Fee**: A 10% restocking fee may apply for change-of-mind returns (if accepted at our discretion)

## 7. Exchanges

If you would like to exchange a product for a different model or specification:

– Exchanges are available within **7 days** of receiving the order
– The product must be in **unused, original condition**
– You will need to pay any price difference if the new product costs more
– Shipping charges for the new product may apply

## 8. Order Cancellation

### Before Dispatch
You may cancel your order at any time before it has been shipped. Contact us via WhatsApp or email to request cancellation. Full refund will be processed within 5-7 business days.

### After Dispatch
Once the order has been shipped, cancellation is not possible. You may refuse delivery, in which case the return process will apply.

### Cash on Delivery Refusal
If you refuse a COD order at delivery without valid reason, your account may be flagged. Repeated refusals may result in account suspension or restriction.

## 9. Failed Delivery

If delivery fails due to incorrect address, unavailability, or refusal:

– Two delivery attempts will be made
– After failed attempts, the order will be returned to the seller
– Refund will be processed (minus shipping charges) once we receive the return

## 10. Damaged or Lost in Transit

If your order arrives physically damaged (crushed box, broken casing, visibly impacted packaging) or is lost during transit:

– **Damaged — unboxing video is mandatory**: Do not discard the packaging. Record a **continuous, unedited video starting from before you open the sealed package** through to fully unboxing the product, clearly showing the shipping label and any damage. This video is required to process a transit-damage claim — claims without a valid unboxing video may not be approved, as we are unable to distinguish transit damage from post-delivery mishandling without it.
– Contact us within **48 hours** of delivery with this video and photos of the damaged packaging/product.
– **Lost**: We will investigate with the courier and provide either a replacement or full refund once the loss is confirmed.

## 11. Non-Defective Returns

If you have ordered the wrong product or changed your mind:

– We may accept such returns at our discretion
– The product must be **unused, in original packaging**
– A restocking fee of up to 10% may apply
– Return shipping charges will be borne by you

## 12. Refund Method

Refunds are issued to the original payment method:

– **UPI/Card/Net Banking**: Refunded to the same account/card
– **COD orders**: Refunded via UPI or bank transfer (we will request details)
– **Wallet payments**: Refunded to the original wallet

## 13. Disputes and Resolution

In case of disputes:

– We will review evidence from both sides (customer and seller), including the seller’s pre-dispatch verification video and the customer’s unboxing/issue video where applicable
– The identification-marking check in Section 3B will be considered where relevant
– Our team will make a fair decision within 7-10 business days
– If unresolved, the matter may be escalated to consumer forums under applicable Indian laws, including the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020

## 14. Contact for Returns & Refunds

For any return or refund requests:

**Electrowide Customer Support**
WhatsApp: +91 6901845419
Email: support@electrowide.in
Support Hours: Monday to Saturday, 10:00 AM – 7:00 PM IST

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We are committed to fair and prompt resolution of all return requests. Thank you for shopping with Electrowide.