Replacement Policy

 
I. REPLACEMENT POLICY
Replacement Policies are subject to General Terms and Conditions mentioned herein above.
(1) All replacement are proceeded in accordance with Hello Mobiles Online’s Replacement Policy elucidated herein below. It is your duty to thoroughly understand the mentioned Replacement policy before placing any order.
(2) You agree that replacement may vary from product to product.
(3) You accept that Ignorance of Hello Mobiles Online’s Replacement Policy is no excuse for making any claim(s) from us.
(4) Without prejudicing the Hello Mobiles’s Replacement Policy, should you receive an item that has physical damages, it is your duty to not to use the product and it is your responsibility to contact us immediately (within 24 hours) failing which your replacement claim is void.
(5) It is your duty to remove all personal information before returning an electronic device for replacement. You agree that Hello Mobiles Online shall not be liable in any manner for any misuse or usage of such information.
(6) Without prejudicing the Hello Mobiles Online’s Replacement Policy, Replacement will be subject to the result of due investigation conducted.
(7) In case of non-availability of the product, it is discretion of Hello Mobiles Online to either to initiate refund or to ship the product after its availability.
Replacement of Mobile Phones
Without prejudicing the Hello Mobiles’s Replacement Policy, should you receive an item that is not in perfect condition, it is your duty to NOT TO INSERT THE SIM and also NOT TO CONNECT WIFI and it is responsibility to contact us immediately.
Void Claim
You agree that replacement claim will become VOID claim on non-performance of your Duties as stated above and/or on your non-abidance with Hello Mobiles online’s Replacement Policy.
Other Replacement Conditions
1. Products are replaceable within the applicable window if you’ve received them in a condition that is physically damaged, has missing parts or accessories, defective or different from their description on the product detail page on the website it is your responsibility to contact us immediately (within 24 hours) failing which your replacement claim is void.
2. All products listed under a particular category may not have the same replacement policy.
3. Do refer respective products manufacturer’s Warranty and Replacement Policy.
4. Without prejudicing the Manufactures’ Warranty and Replacement Policy you may refer the respective products applicable replacement policy of Hello Mobiles Onilne.
5. Replacement will be processed only if:
a. It is determined that the product was not damaged while in your possession;
b. the product is different from what was shipped to you;
c. The product is returned in original condition (with brands/manufacturers box, seal and MRP are intact, user manual, warranty card and all the accessories therein).
6. Products marked as “non-returnable” on the product detail page can’t be returned.
Note: If you have received a non-returnable product in a damaged/defective condition, it is your responsibility to contact our customer care within 24hrs from the time of delivery of the product failing which you have waived replacement claims and thus your replacement claim is void.
Categories with associated replacement window and exceptions, if any
Mobiles:
S.NO.
CATEGORY
HELLO MOBILES MOBILES
1
Mobiles – (Other than Apple, Google phones, Realme & Samsung)
5 Days, Replacement only.
Replacement is subject to the Replacement Policy.
This item is eligible for free replacement, within 5 days of delivery only if you DO NOT TO INSERT THE SIM and DO NOT TO CONNECT WIFI, if you do any of these then your replacement eligibility will be NULL and VOID.
If a defect is determined within the Replacement Window, a replacement of the same model will be provided at no additional cost.
If no defect is confirmed or the issue is not diagnosed within 5 days of delivery, you will be directed to a brand service center to resolve any subsequent issues.
Please keep the item in its original condition, with original accessories like chargers, headsets etc.; brand/ manufacture’s box, seal MRP, user manual should be intact without any alteration in brand/ manufacturer packaging/ box to avoid pick-up cancellation.
In any case, only one replacement shall be provided.
For any other issues with the product you may contact Hello Mobiles 24×7 customer Care.
2
Mobiles – (Apple, Google phones, Realme & Samsung )
7 Days, Replacement only.
For all functionality related issues, do contact the brand authorized service center directly.
Authorized Service Partner Locator :
Apple / Beats – https://locate.apple.com/in/en
Google- https://support.google.com/pixelphone/answer/7173456?hl=en-GB
Realme – https://www.realme.com/in/support/services
Samsung – https://www.samsung.com/in/support/service-center/
Brand Support Site :
Apple / Beats – https://support.apple.com/en-in
Google – https://madeby.google.com/intl/en_in/phone/support/
Realme – https://www.realme.com/in/support
Samsung – https://www.samsung.com/in/support/
For any other issues with the product you may contact Hello Mobiles 24×7 customer Care.
Smart Watches:
3
Smart Watches
5 Days, Replacement only.
This item is eligible for free replacement, within 5 days of delivery, in an unlikely event of damaged, different item or defective item delivered to you, subject to the Replacement Policy.
If a defect is determined within the Replacement Window, a replacement of the same model will be provided at no additional cost.
If no defect is confirmed or the issue is not diagnosed within 5 days of delivery, you will be directed to a brand service center to resolve any subsequent issues.
Please keep the item in its original condition, with original accessories like chargers, headsets etc., brand outer box, MRP tags attached, user manual in manufacturer packaging to avoid pick-up cancellation.
In any case, only one replacement shall be provided.
For any other issues with the product you may contact Hello Mobiles 24×7 customer Care.
Speakers:
4
Speakers :
1. Home Audio Speakers
2. Home Theatres
3. Sound bars
4. Bluetooth Speakers
5 Days, Replacement only.
This item is eligible for free replacement, within 5 days of delivery, in an unlikely event of damaged, different item or defective item delivered to you, subject to the Replacement Policy.
If a defect is determined within the Replacement Window, a replacement of the same model will be provided at no additional cost.
If no defect is confirmed or the issue is not diagnosed within 5 days of delivery, you will be directed to a brand service center to resolve any subsequent issues.
Please keep the item in its original condition, with original accessories brand outer box, MRP tags attached, user manual in manufacturer packaging to avoid pick-up cancellation.
In any case, only one replacement shall be provided.
For any other issues with the product you may contact Hello Mobiles 24×7 customer Care.
5
TV
Laptop
Apple Macbook
10 to 15 Days, Replacement only.
This item is eligible for free replacement, within 10-15 days of delivery, in an unlikely event of damaged, different item or defective item delivered to you, subject to the Replacement Policy.
If a defect is determined within the Replacement Window, a replacement of the same model will be provided at no additional cost.
If no defect is confirmed or the issue is not diagnosed within 10 to 15 days of delivery, you will be directed to a brand service center to resolve any subsequent issues.
Please keep the item in its original condition, with original accessories brand outer box, MRP tags attached, user manual in manufacturer packaging to avoid pick-up cancellation.
In any case, only one replacement shall be provided.
For any other issues with the product you may contact Hello Mobiles 24×7 customer Care.
Products not eligible for Replacement:
6
Products that Can’t be Replaced
Non-Replaceable: Screen guards, screen protectors and tempered glasses and other mobile accessories.
Items labelled as non- returnable on the product detail page are not eligible for return or replacement.
II. REPLACEMENT REASONS
Product purchased from Hello Mobiles Online will be acceptable for Replacement if you find any of the following conditions during the delivery:
1. Physical Damage
2. Defective
3. Wrong product received
4. Broken Seal
Here are the reasons for which replacements are not allowed:
1. Products that have already been used or installed (except installation done by brand authorized personnel in case of large appliances).
2. In case product is relocated from delivery address for installation / demonstration by you, it would not be eligible for (in case of damaged / faulty etc.).
3. Products that have been tampered with or missing serial numbers / IMEIs.
4. If the product has heating or lagging issue, in such cases you can visit brand service center to get your phone checked.
5. Replacement will not be accepted for subjective aspects like performance not as per expectation, color shade difference etc.
6. Scratches on packaging not impacting the product performance do not qualify for replacement.
7. For large appliances, Product becomes non- returnable/ replaceable if primary packaging is found open before installation.
8. If the request is outside Replacement window.
9. If the Job sheet from authorized service center is not provided for defective product.
10. If DOA certificate is not provided for dead on arrival products from brand authorized service center.
III. REPLACEMENT PICK-UP AND PROCESSING
In case of replacement where you would like an item to be picked up from a different address, the address can only be changed if pick-up service is available at the new address.
During pick-up, your product will be checked for the following conditions:
CATEGORY
CONDITIONS
Correct Product
IMEI/ name/ image/ brand/ serial number/ article number/ bar code should match and MRP tag should be undetached and clearly visible.
Complete Product
All in-the-box accessories (like remote control, starter kits, instruction manuals, chargers, headphones, etc.), freebies and combos (if any) should be present.
Unused Product
The product should be unused, unsoiled, unwashed, without any stains and with non-tampered quality check seals/ warranty seals (wherever applicable).
Before returning a Mobile/ Tablet for replacement, the device should be formatted and Screen Lock (Pin, Pattern or Fingerprint) must be disabled. iCloud lock must be disabled for Apple devices.
Note: The executive will refuse to accept the replacement if any of the above conditions are not met.
IV. REPLACEMENT APPROVAL PROCESS
1. Creation of Request
You can raise a replacement request from My Account section of your Hello Mobiles Online account.
2. State Reason for Replacement
1. If you have purchased an electronic product, you will receive a call from our Replacement Team within 2 business days of initiating a request, to troubleshoot the issue you are facing.
2. For Smartphones, we will send you a link to download to diagnose issue with defective smartphone and replacement will be approved basis the diagnostic result. In some cases, you may require to provide Job sheet from the brand authorized service center.
3. For Dead on Arrival complaint DOA certificate will be required from brand authorized service center.
For Appliances, we will arrange a brand authorized technician visit to determine the issue within 2-3 business days. Replacement will be accepted if the technician confirms the issue in writing on a Job Sheet. Please retain a copy of Job Sheet as it will be needed by us to process the request.
3. Verification
1. Our Replacement Team will review the documents and pick-up will be arranged if the reason complies with our policy and is approved by our Team.
2. Keep all the necessary requisite items ready for a smooth Replacement process – including invoice, original packaging, price tags, freebies, accessories, etc.
4. Solution
Once we receive the product back, our Quality engineers will evaluate the Returned product and provide resolution based on the evaluation report. The replacement product will be shipped out on the basis of evaluation report.
Note:At the time of Replacement, please ensure that you attach the mail label that is provided by Hello Mobiles Online to your mail id to process the Replacement reque