RETURN, REFUND & EXCHANGE POLICY

Last Updated: July 10, 2025

1. POLICY OVERVIEW & PRINCIPLES

1.1 Fundamental Policy Statement

DIGIMEND operates under a “NO REFUND” policy for all software and hardware products. Our commitment to quality is demonstrated through our comprehensive exchange and replacement program rather than monetary refunds. This policy ensures product quality while maintaining operational efficiency and customer satisfaction.

1.2 Legal Compliance Framework

This policy is designed in accordance with:

  • Consumer Protection Act, 2019 – Sections 2(7), 2(47), and Chapter VI
  • Sale of Goods Act, 1930 – Conditions and warranties
  • Indian Contract Act, 1872 – Performance and breach provisions
  • Information Technology Act, 2000 – Digital product considerations

2. EXCHANGE WINDOW & ELIGIBILITY CRITERIA

2.1 Universal Exchange Timeline

All products qualify for exchange within 1 day (24 hours) of purchase completion:

a) Hardware Products:

  • Calculation Start: 24 hours from confirmed delivery receipt
  • Condition Requirements: Original packaging, accessories, and documentation
  • Eligibility Verification: Proof of purchase and product registration
  • Inspection Process: Visual and functional inspection upon return

b) Software Products:

  • Calculation Start: 24 hours from license key delivery or download completion
  • Usage Restrictions: Software must remain unregistered and unused
  • Compatibility Issues: Technical compatibility problems qualify for exchange
  • Documentation Required: Original purchase receipt and license information

2.2 Exchange Eligibility Matrix

Product Category Exchange Window Qualifying Conditions Required Documentation
DIGIMEND Original Hardware 7 days Defects, compatibility issues Purchase receipt, warranty card
Third-Party Hardware 1 day Defects, wrong specifications Purchase receipt, original packaging
DIGIMEND Original Software 7 days Bugs, compatibility issues License key, purchase receipt
Third-Party Software 1 day Compatibility issues only License key, purchase receipt

3. DEFECTIVE PRODUCT REPLACEMENT PROGRAM

3.1 Manufacturing Defect Coverage

Free replacement provided for genuine manufacturing defects:

a) DIGIMEND Original Products:

  • Complete Coverage: Full replacement cost covered by DIGIMEND
  • Expedited Service: Priority processing for defective DIGIMEND products
  • Comprehensive Testing: Thorough quality testing before replacement shipment
  • Extended Support: Additional technical support during transition period

b) Third-Party Products:

  • Product Replacement: Free replacement of defective items
  • Shipping Responsibility: Customer bears delivery charges for replacement shipments
  • Supplier Coordination: DIGIMEND coordinates with original suppliers for defect resolution
  • Quality Verification: Incoming replacement products undergo quality checks

3.2 Defect Classification System

Category A – Critical Defects:

  • Product completely non-functional upon delivery
  • Safety hazards or risk of damage to other equipment
  • Missing essential components or accessories
  • Resolution Time: 48-72 hours

Category B – Performance Defects:

  • Product functions but performs below specifications
  • Minor compatibility issues with standard configurations
  • Cosmetic defects affecting product appearance
  • Resolution Time: 5-7 business days

Category C – Minor Issues:

  • Documentation errors or missing non-essential items
  • Software bugs that don’t affect core functionality
  • Minor performance variations within acceptable ranges
  • Resolution Time: 7-10 business days

4. SUPPLIER-RELATED ISSUE RESOLUTION

4.1 Third-Party Supplier Problems

When issues arise from our suppliers (manufacturers, wholesalers, distributors):

a) DIGIMEND’s Limited Liability:

  • Partial Refund: Compensation limited to the net profit margin earned on the specific product
  • Primary Responsibility: Original suppliers retain primary liability for product defects
  • Mediation Role: DIGIMEND serves as intermediary between customer and supplier
  • Alternative Resolution: Explore repair, replacement, or upgrade options before refund consideration

5. SERVICE-SPECIFIC POLICIES

5.1 Hardware Repair Services

Geographic Coverage: Mumbai, Thane, Talere, Kankavli only

a) Service Guarantees:

  • 30-Day Workmanship Warranty: All repairs covered for 30 days from completion
  • Parts Warranty: Replacement parts covered as per manufacturer specifications
  • Performance Guarantee: Repaired devices must meet or exceed original specifications
  • Service Documentation: Detailed repair reports provided with all completed work

5.2 Software Installation & Support Services

Global Coverage: Worldwide remote support available

a) Support Provisions:

  • Standard Support: 7 days post-installation technical support included
  • Product-Specific Support: Extended support as per individual product descriptions
  • Flexible Coverage: Whichever support period is applicable based on specific circumstances
  • Remote Assistance: Global remote support via secure connections

6. CONSUMER RIGHTS & LEGAL PROTECTIONS

6.1 Consumer Protection Act Rights

Under the Consumer Protection Act, 2019, customers retain the following rights:

  • Right to Safety: Protection against hazardous products
  • Right to Information: Complete product information and specifications
  • Right to Choice: Access to variety of products at competitive prices
  • Right to Redressal: Access to consumer dispute resolution mechanisms

7. GRIEVANCE REDRESSAL MECHANISM

7.1 Internal Grievance Process

Primary Contact Information:

  • Email: grievance@digimend.in
  • Phone: +919167575557
  • Address: 807, Malwadi, Vijaydurg RD, Landmark – PARTE FARMHOUSE, Ozaram, Kankavli, Maharashtra – 416801

Process Timeline:

  • Acknowledgment: 24 hours from receipt of complaint
  • Investigation: 48-72 hours for issue assessment
  • Resolution: 7-15 business days for final resolution
  • Documentation: Written resolution summary provided to customer