This section details the specific conditions under which an online order may be cancelled.

• Standard Window: A request for order cancellation must be initiated within a strict deadline of 48 hours from the exact time of placing the online order.
• Critical Pre-condition: Crucially, the cancellation request must be submitted and acknowledged before the order status changes to "Invoiced." Once an invoice is generated, the order is considered firm and is ineligible for cancellation.

• PINELABS Payments: Orders for which payment has been processed through the PINELABS payment gateway are an absolute exception and cannot be cancelled once the order has been successfully placed.

1.3. Procedure for Cancellation

• All cancellation requests must be formally submitted via email to our dedicated support address: contactus@aptronixindia.com. The email should include the Order ID, the customer's name, and the reason for cancellation.

• Invoiced Orders: Any order that has already been invoiced.

• Specialized Items: Cancellation is not allowed for Gift Cards, personalized/custom-configured products, or any items purchased under a sale, clearance, or promotional offer.

• Payment Method: Refund will be sent via wire transfer to the customer's shared bank account details.
• Account Requirement: The refund must be sent to an Indian bank account.
• Processing Schedule: Refunds are processed on 14 working days
• Non-Refundable Offers: Any associated gift card value, coupon code, or promotional offer used in the transaction will be nullified and will not be refunded or reinstated for future use.

• Aptronix retains the unconditional right to review, restrict, or cancel any order at its sole discretion and without prior notice or providing a reason to the customer.

2.1. Standard Return and Exchange Policy

• General Rule: As a standard practice, Aptronix maintains a strict no returns or exchanges policy for products purchased online.
• Sole Exception: The only exception to this policy is for a product verified as "Dead on Arrival" (DOA) by an official Apple Authorized Service Centre (AASC).
• Warranty Claims: All products are covered by the respective brand's manufacturer warranty. Any non-DOA defects or issues arising after delivery must be addressed directly by the customer with the brand's official Authorized Service Centre, as per the terms of the warranty.

2.2. Dead on Arrival (DOA) Product Replacement Process

A product is classified as DOA only if it exhibits a hardware failure that prevents its basic, intended function immediately upon its first use by the customer.2.2.1. Immediate Action Required

1. Notification Window: The customer must notify Aptronix of the DOA claim by calling 8340088888 and simultaneously sending an email to contactus@aptronixindia.com within a strict window of 24 hours of successful product delivery.
2. Mandatory Verification: The product must be taken to an Apple Authorized Service Centre* for official inspection and verification. Only the AASC can officially deem the product DOA.
3. Verification Deadline: To be eligible for a replacement, the AASC must officially certify the product as DOA within 24 hours of the customer's receipt date.

2.2.2. Resolution Options

The final resolution (Replacement or Service) is determined solely by the findings of the Apple Authorized Service Centre.

• Replacement: If the AASC mandates a replacement, Aptronix will arrange and ship the identical product to the customer at our expense. The customer will be contacted within 24 hours of the AASC decision with instructions on the return process for the defective DOA product.
• Service (Repair): Alternatively, the AASC may determine that the product is serviceable/repairable. Should the customer choose to have the product repaired, that specific product is then considered no longer eligible for replacement under the DOA policy.

2.2.3. Conditions for Replacement Shipment

• Pre-Receipt Requirement: The replacement product will only be shipped after Aptronix has received the claimed defective product and has verified its complete original packaging and overall condition.
• Testing and Handling Fee: Aptronix reserves the right to conduct independent testing of all returned DOA products. Should it be found that the customer misrepresented the product's condition or the failure reason, a handling and testing fee may be applied, and the product may be returned to the customer.

2.3. Mandatory Conditions for ALL Returns (DOA or Otherwise)

• Reporting Time: Any product damage, defect, or discrepancy must be reported to Aptronix within 24 hours of delivery.
• Packaging and Condition: All items submitted for return, whether for DOA verification or other approved reasons, must be returned in their original, undamaged packaging, be unused, include all original accessories, tags, and labels, and must be accompanied by the proof of purchase.
• Tampered Package Protocol: If the outer packaging, seal, or security features appear tampered with or damaged upon delivery, the customer is strictly advised to refuse acceptance of the package. The customer must then immediately contact contactus@aptronixindia.com.
• Return Costs (Customer Responsibility): The customer is solely responsible for all costs associated with returning the item to Aptronix, including shipping, insurance, and any applicable taxes or duties.
• Ineligible Items: Similar to the cancellation policy, the following items are categorically not eligible for return or exchange: Gift Cards, personalized products, and all items purchased under a sale, clearance, or promotional scheme.

This section specifies the process and mandatory method for all approved refunds related to online orders.

3.1. Refund Eligibility

• Invoice Rule: Orders that have been invoiced will not be cancelled or refunded under any circumstances other than a specific, officially approved DOA replacement failure (highly exceptional).
• Timeline for Cancellation-Based Refund: To initiate a refund based on cancellation, an email must be sent to contactus@aptronixindia.com within 24 hours of placing the order or before the order is invoiced, whichever occurs earlier.

3.2. Processing Time (Original Method - Applicable only if cancellation occurs very early)

• Credit/Debit Card: Funds typically take 7-9 working days to be processed back to the card. They will usually reflect in the customer's next monthly statement.
• Net Banking: Funds will be credited back directly to the bank account from which the payment was made.

3.3. NEW Mandatory Refund Method (Standard Practice)

As per Aptronix Policy, all approved refunds will now be processed via bank transfer, irrespective of the original payment method.

• Exclusive Method: Any refund, if approved by Aptronix, will be processed only to a bank account held in the legal name of the invoice holder.
• Mechanism: Refunds will be processed strictly via NEFT/IMPS/RTGS (bank transfer).
• Restriction on Source Reversal: Refunds will NOT be reversed back to the original source of payment (e.g., credit card, UPI, digital wallet, EMI provider, etc.) or to any third-party bank account.

3.4. Customer Requirements for Bank Transfer

The customer must provide complete and accurate bank details from their registered email ID (the one used for the order) to contactus@aptronixindia.com. Required details include:

• Account Holder Name (must exactly match the name on the order/invoice).
• Bank Name.
• Account Number.
• IFSC Code.
• Name Matching Restriction: The bank account holder's name must be an exact match with the name stated in the order/invoice details.
• Account Restrictions: Details for minor bank accounts or third-party bank accounts (accounts not belonging to the invoice holder) are not accepted.

3.5. Deductions

Any mandatory cancellation charges levied by the customer's bank, payment gateway, or third-party payment provider will be deducted from the final refund amount credited to the customer.

This policy applies specifically to purchases made in a physical Aptronix store location.

• Post-Invoice Rule: Once a store order has been invoiced, it is final and cannot be cancelled or refunded.
• Finality of Sale: Goods once sold and removed from the premises cannot be replaced or refunded.
• DOA/Damage Exception (In-Store Opening): An exception is made for Dead on Arrival (DOA) or cosmetic damage only if the product box was opened and inspected at the Aptronix store immediately following the purchase and noted by a store employee. If the box is opened outside the store, no replacement or refund will be processed.
• Invoicing Finality: No alterations (such as bill edits, GST addition, or change of GST details) will be entertained after the bill or invoice has been generated.

Aptronix actively monitors and reserves the explicit right to monitor, restrict, limit, or cancel any orders that, at our sole discretion, appear to constitute bulk purchases, high-quantity purchases, or duplicate purchases of the same product.

5.1. Identification Criteria (Non-Exhaustive Examples)

An order may be flagged if it meets, but is not limited to, the following criteria:

• Orders placed by the same customer account, email address, or phone number.
• Orders utilizing identical GST details, billing address, shipping address, or payment instrument.
• Orders otherwise reasonably determined by Aptronix to represent a pattern of duplicate or bulk purchasing behavior.
• Orders paid by credit/ debit card will be refunded to the credit/ debit card within 7- 9 working days and the refund will reflect in the next statement. Orders paid by net banking accounts will be credited back to the bank account.

5.2. Action by Aptronix

• Cancellation Right: Aptronix may cancel such flagged orders at any point in the process (before or after payment, prior to invoicing/dispatch) without requirement to provide a specific reason.
• Partial Fulfillment Option: In cases where Aptronix chooses not to cancel, we may, at our sole discretion, take one of the following actions:
  • Fulfill only one (1) order from the identified group.
  • Partially fulfill the entire order(s) based on current stock levels and adherence to this policy.

 

5.3. Fulfillment with Open-Box/Activated Units

Special conditions apply when a customer orders multiple units of the same product.

• Condition: If an order is placed for more than one unit of the same product, Aptronix reserves the right to fulfill one or more of those units as Unboxed / Open-Box units.
• Definition: These units are certified as unused but may have been unsealed. They will be delivered complete with all original accessories and packaging.
• Activation Clause: Unboxed/Open-Box units may have been activated prior to dispatch for the specific purpose of quality checks, verification, and processing requirements.
  • Warranty Impact: The product warranty remains subject to the brand's standard policy. In instances where the unit was activated by Aptronix, the warranty period may commence from the date of this activation.
• Customer Acknowledgment: By placing an order for multiple units, the customer fully acknowledges and accepts the possibility of receiving unboxed/activated units under the terms stated above.
• Request for Sealed Units: If the customer exclusively requires factory-sealed, non-activated units, a specific request must be emailed to contactus@aptronixindia.com within 24 hours of placing the order (and before the order is invoiced/dispatched). Fulfillment of this request is strictly dependent upon current stock availability and is not guaranteed.