Refund policy
Order Cancellation, Returns & Refund Policy
1. Scope
This policy applies to all orders placed on https://callmateindia.com/. Placing an order constitutes acceptance of these terms. Terms not defined here carry their plain commercial meaning under Indian law.
2. Order Cancellation by the Customer
2.1 Once an order is placed and payment is confirmed, it cannot be cancelled through the store interface.
2.2 To request cancellation before dispatch, contact us on WhatsApp at +91 8527600022. If we confirm the order has not yet been handed to the courier, we will cancel it and issue store credit equal to the amount paid, valid for 12 months on a single account. Cash refunds are not issued for customer initiated cancellations.
2.3 Once dispatched (handed to courier, with AWB generated), the order cannot be cancelled. Refusing delivery does not create any entitlement to refund, replacement, or store credit. Courier and return to origin charges arising from such refusal are non recoverable.
3. Order Cancellation by Us
3.1 We may cancel an order before dispatch for reasons including pricing or stock errors, suspected fraud, payment failure, undeliverable pin code, or force majeure.
3.2 In such cases we refund the full amount paid to the original payment method within 7 business days.
4. Returns and Replacements — Eligibility
A return or replacement may be requested only if:
The product was delivered damaged in transit;
The product has a manufacturing defect that prevents normal operation;
The product delivered is materially different from the listing (wrong model, wrong wattage/output, wrong colour); or accessories listed on the product page or invoice are missing.
Returns and replacements are not available for:
Change of mind, dislike, or specifications clearly stated in the listing;
Compatibility issues with the buyer's device where the listing does not specifically claim that compatibility;
cosmetic variations within manufacturing tolerance (finish, shade, weight);
Damage caused by misuse, mishandling, drops, liquid ingress, input voltage outside the rated range, surge events, unauthorised repair, or tampering with seals/screws/QR labels;
Products with removed, altered, or illegible warranty seals, serial numbers, or QR labels;
Normal consumable wear (cable abrasion, connector polish wear); products sold as clearance, open box, refurbished, or “as-is,” where this is stated at the time of purchase;
Free items and promotional inclusions when the primary product is retained.
5. Mandatory Evidence
Every claim under Section 4 must be accompanied by all of the following:
Order ID and invoice copy;
A continuous, unedited unboxing video that shows the sealed outer package, the package being opened, and the defect or damage. Transit damage and missing parts claims without an unboxing video will not be accepted.
Clear photographs of the product, packaging, and shipping label;
A written description of the issue.
6. Time Limits — Strict
6.1 Transit damage, wrong product, or missing accessories: claim must be raised within 48 hours of delivery (per courier delivery timestamp).
6.2 Manufacturing defect: claim must be raised within 7 calendar days of delivery.
6.3 Claims raised after these windows are not eligible under this policy. Issues arising later, if any, are governed by the separate product warranty (where applicable).
7. Process
7.1 Raise the claim by WhatsApp at +91 8527600022 with the evidence in Section 5.
7.2 We respond within 2 business days with: approval, rejection, or a request for additional information.
7.3 On approval, we arrange a free reverse pickup. The product must be returned in its original retail packaging with all accessories, manuals, free gifts, and the invoice. Incomplete returns are rejected and shipped back at the customer's cost.
7.4 We inspect the returned product within 3 business days of receipt.
7.5 If the claim is verified: a replacement of the same SKU is dispatched within 5 business days. If that SKU is unavailable, the customer chooses between a comparable replacement and store credit equal to the amount paid.
7.6 If the claim is not verified on inspection (product is functional, damage is buyer-induced, or evidence is inconsistent), the product is returned to the customer at the customer's cost and no remedy is issued.
8. Refunds (Cash to Original Payment Method)
8.1 Cash refunds are issued only in the following situations:
We cancel the order under Section 3; or a Section 4(a)–(d) claim is verified, we cannot supply a replacement or comparable product, and the customer declines store credit.
8.2 In all other situations covered by this policy, the remedy is replacement or store credit, not a cash refund.
8.3 Approved cash refunds are initiated within 7 business days to the original payment method. Bank or payment gateway settlement may take an additional 3–5 business days and is outside our control.
9. Store Credit
9.1 Store credit is issued as a unique code, redeemable on a single registered account, valid for 12 months from the date of issue.
9.2 Store credit is non-transferable, non-encashable, and cannot be combined with offers where stated.
10. Address and Delivery
10.1 The customer is responsible for providing a complete and accurate delivery address and contact number. We do not issue refunds, replacements, or store credit for non-delivery caused by incorrect address details provided by the customer.
10.2 If a parcel is returned to us (RTO) due to customer refusal, repeated unavailability, or address error, the customer may request reshipment by paying the actual reshipment courier charges. If reshipment is not requested within 15 days of RTO, store credit equal to the product value (excluding original shipping) is issued and the matter is treated as closed.
11. Discretion
Any remedy provided outside the terms of this policy is a one-time goodwill gesture, does not create precedent, and does not alter this policy.
12. Updates
We may update this policy. The version applicable to any order is the version published on our website at the time the order was placed.
13. Contact
WhatsApp: +91 8527600022
Email: customercare@callmateindia.com
Support hours: 10AM to 6PM Mon - Sat