REPLACEMENT, CANCELLATION AND REFUND POLICY

Alfa Visions

1. Scope

This Replacement, Cancellation & Refund Policy applies to all products purchased through Alfa Visions ("Alfa Visions", "we", "our", "us"). By placing an order, the customer acknowledges that they have read, understood, and agreed to this Policy.

This Policy is subject to the applicable provisions of the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020, and other applicable laws of India. Nothing contained herein shall limit any statutory rights available to consumers under applicable law.

2. Replacement Policy

Alfa Visions does not offer replacement or exchange for reasons such as change of mind, incorrect purchase, dissatisfaction with product features, colour preference, or any reason other than those specifically mentioned in this Policy.

Replacement shall only be considered under the following circumstances.

2.1 Dead on Arrival (DOA)

A product may be eligible for replacement if it is certified as Dead on Arrival (DOA) by the respective manufacturer or its authorized service partner.

A DOA generally refers to a product that:

·         Does not power on during the initial installation.

·         Has a manufacturing defect identified before normal use.

·         Has a factory defect confirmed by the manufacturer's authorized service centre.

·         Is officially declared as DOA under the manufacturer's policy.

Alfa Visions reserves the right to request the manufacturer's DOA certificate before approving a replacement.

2.2 Defective or Physically Damaged Display Panel

Replacement may be considered where:

·         The display panel is physically damaged due to verified transit damage.

·         The panel has manufacturing defects identified during the first authorized installation.

·         The display exhibits abnormal lines, a cracked panel, major display failure, or complete absence of picture caused prior to customer acceptance.

For televisions larger than 32 inches, damage verification shall normally be carried out during installation by the authorized installation engineer.

For televisions up to and including 32 inches, the customer must submit a continuous, unedited unboxing video recorded in accordance with this Policy within twenty-four (24) hours of delivery.

2.3 Verification Process

Every replacement request is subject to verification.

Alfa Visions may:

·         Request photographs or videos.

·         Obtain a report from the logistics partner.

·         Obtain a report from the manufacturer.

·         Arrange pickup for inspection.

·         Inspect the returned product at its warehouse.

Approval of pickup shall not automatically constitute approval of replacement.

Replacement shall be approved only after successful verification.

2.4 Circumstances Where Replacement Will Not Be Approved

Replacement requests may be declined where:

·         The damage is caused after delivery.

·         The product has been mishandled.

·         Installation has been carried out by an unauthorized person where authorized installation is mandatory.

·         The customer fails to provide mandatory unboxing evidence.

·         The serial number has been removed or tampered with.

·         Accessories or original packaging are missing where required for inspection.

·         The issue is covered under the manufacturer's warranty but is not a DOA or transit damage case.

·         The returned product does not match the reported defect.

3. Manufacturer Warranty

After successful installation and acceptance of the product, all subsequent functional issues shall be governed by the manufacturer's warranty terms.

The manufacturer is responsible for warranty service relating to manufacturing defects arising after installation and acceptance.

Manufacturer Warranty Generally Covers

·         Manufacturing defects.

·         Electrical or electronic component failures.

·         Display defects occurring under warranty conditions.

·         Hardware malfunctions.

·         Internal circuit failures.

·         Software or firmware issues supported by the manufacturer.

·         Repair or replacement of defective parts as determined by the manufacturer.

Manufacturer Warranty Generally Does Not Cover

·         Accidental damage.

·         Physical impact.

·         Liquid damage.

·         Misuse or negligence.

·         Power surge or voltage fluctuation damage.

·         Unauthorized repairs or modifications.

·         Damage caused during transportation after delivery.

·         Cosmetic damage after acceptance.

·         Damage caused by rodents, insects, or environmental conditions.

Warranty decisions are made by the manufacturer or its authorized service network.

4. Order Cancellation Policy

4.1 Cancellation Before Dispatch

Customers may request cancellation before the order has been dispatched from the Alfa Visions warehouse.

If the order has not been dispatched, the customer shall be eligible for a full refund of the amount paid.

Refunds shall normally be initiated within seven (7) working days after cancellation approval.

4.2 Cancellation After Dispatch

Once an order has been handed over to the logistics partner for shipment, it shall be treated as a dispatched order.

Customers may still request cancellation; however, the following may be deducted from the refund amount, where legally permissible:

·         Forward shipping charges.

·         Reverse shipping charges.

·         Applicable handling charges.

·         Non-recoverable payment gateway charges.

The remaining balance shall be refunded after the shipment is successfully returned to the Alfa Visions warehouse and verified.

4.3 Refusal to Accept Delivery

Customers are requested not to refuse delivery except where:

·         The shipment is visibly damaged beyond reasonable acceptance.

·         An incorrect product has been delivered.

·         Alfa Visions Customer Support specifically instructs the customer to refuse delivery.

Where a customer refuses delivery for personal reasons, including but not limited to:

·         Change of mind.

·         Delayed requirement.

·         Price changes.

·         Ordering by mistake.

·         Preference for another model.

·         Any reason not attributable to Alfa Visions.

The refund shall be processed after deducting the following actual costs, where legally permissible:

·         Forward courier charges.

·         Reverse courier charges.

·         Applicable handling charges.

·         Any other non-recoverable costs incurred by Alfa Visions.

4.4 Orders Returned Due to Customer Unavailability

If a shipment is returned because:

·         The customer was repeatedly unavailable.

·         Incorrect delivery information was provided.

·         Delivery attempts were unsuccessful due to customer reasons.

·         The customer failed to respond to delivery communications.

Alfa Visions may deduct all actual logistics expenses incurred before processing the refund, where legally permissible.

4.5 Bulk Orders

Orders placed under B2B, institutional, government, corporate, dealer, or bulk purchase categories are non-cancellable and non-refundable once production, packaging, or dispatch has commenced.

Refunds for such orders shall only be considered if Alfa Visions is unable to supply the ordered goods within 25 days from the confirmed order date.

This clause shall be subject to applicable consumer protection laws and contractual obligations.

4.6 Cancellation by Alfa Visions

Alfa Visions reserves the right to cancel any order before dispatch under circumstances including, but not limited to:

·         Pricing discrepancies.

·         Technical or typographical errors.

·         Stock unavailability.

·         Discontinued products.

·         Supplier constraints.

·         Payment verification failure.

·         Suspected fraudulent transactions.

·         Duplicate orders.

·         Incorrect product listing.

·         Force majeure events.

·         Regulatory restrictions.

·         Any circumstance that makes fulfilment commercially or operationally impracticable.

In such cases, the customer shall receive a 100% refund of the amount paid.

5. Refund Policy

Refunds shall only be processed after the applicable verification process has been completed.

Refunds may be approved under the following circumstances:

·         Approved order cancellation.

·         Verified transit damage.

·         Approved DOA claim.

·         Product found defective after warehouse inspection.

·         Inability of Alfa Visions to fulfil the order.

·         Cancellation by Alfa Visions.

·         Any other circumstance specifically approved by Alfa Visions.

Refunds shall ordinarily be initiated within seven (7) working days after approval.

The time taken for the amount to reflect in the customer's account shall depend upon the respective bank, card issuer, or payment service provider.

Refunds shall normally be credited through the original payment method used while placing the order.

Where the original payment method is unavailable, Alfa Visions may process the refund through any legally permissible alternative method after obtaining the customer's consent.

Alfa Visions reserves the right to withhold refunds until the returned product has been received and successfully verified wherever physical return is required, subject to applicable law.

Refunds shall not be withheld solely on the basis of a claim being disputed where the customer has statutory rights to a refund or other remedy.

6. Contact for Claims

Customers seeking replacement, cancellation, or refund should contact Alfa Visions Customer Support with:

·         Order Number

·         Invoice

·         Registered Mobile Number

·         Relevant photographs (if requested)

·         Mandatory unboxing or installation video (where applicable)

·         Brief description of the issue

Providing complete information helps expedite claim verification and resolution.

7. Contact Us

If you have any questions about this Replacement, Cancellation & Refund Policy, please contact us:

Alfa Visions

Email: sales@aicindia.co.in

Phone: 1800-8910-062