{"id":9,"date":"2024-11-04T07:30:55","date_gmt":"2024-11-04T07:30:55","guid":{"rendered":"https:\/\/htcl.co.in\/Eretail\/?page_id=9"},"modified":"2025-04-28T08:14:19","modified_gmt":"2025-04-28T08:14:19","slug":"refund_returns","status":"publish","type":"page","link":"https:\/\/htcl.co.in\/Eretail\/refund_returns\/","title":{"rendered":"Refund and Returns Policy"},"content":{"rendered":"\t\t
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Standard Operating Procedure:<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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1. Overview and Objectives<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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Objective of the guidelines is to ensure fulfillment of refund to eligible customer.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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(ii)<\/strong> In order to use\/ access the Services of the Dgiteck App, the User shall be required to download the mobile application \u2018Dgiteck\u2019 from the mobile application stores like Apple’s App Store or Android’s Google Play Store. Further, the User is required to create and register an Account on the Dgiteck App by providing certain information including mobile number, email address, and date of birth etc. which in turn is required to be confirmed\/ verified\/ validated and is further retained by the Dgiteck being the operator of the Dgiteck App to enable the User to access the Services of the Dgiteck App.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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2. Scope and Applicability<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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This SOP is applicable to refund request received through web based channels as well as direct request made by the customer. The SoP regarding all the sellers will follow as stated in the individual Seller agreement.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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3. General Condition for Refund<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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\n\t\t\t\t\t\t\t\t\tRefund requests are allowed and accepted when confirmation received from Vendor Company on products delivery status or services not rendered for the orders placed or for products returned to the Vendor\u2019s mentioned address or Service Subscription Cancellation request received. \t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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4. Refund Procedure<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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  • \u00a0When customer sends request to dgiteck\n
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    • All refund request for purchases made on dgiteck app, the customer will send the cancellation and refund request mail to dgiteck Support email id (support@htcl.co.in).<\/li>\n<\/ul>\n<\/li>\n<\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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      • \n\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t<\/i>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\tUpon verification of the refund request, dgiteck team will forward the email to the respective Seller support team for Order Delivery Status(with Standard subject line - Refund for * Customer email address, Mobile no * and Order No)<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t<\/ul>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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        Up on the delivery status, dgiteck team will:<\/strong><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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        • \n\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t<\/i>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\tProcess the refund immediately if the delivery status is \u2018Not Delivered\u2019, \u2018In Transit\u2019 and \u2018Product Returned and Re-marketable\u2019<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t
        • \n\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t<\/i>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\tIf the delivery status is in Return to Vendor\/Origin (RTV or RTO), Team dgiteck will await the confirmation of the receipt of the product and condition from the Seller team. <\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t
        • \n\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t<\/i>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\tSeller Team to update the status within 7 working days. If the product is not received yet, an escalation is to be raised. <\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t
        • \n\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t<\/i>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\tIn case of Product not received by the Seller or Product not in the Re-Marketable condition, Seller has the right to reject the Order Cancellation and Refund. In such cases, Seller needs to provide the product condition proof.<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t
        • \n\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t<\/i>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\tThe same shall be updated in the dgiteck Admin system with an email confirmation to the Seller team and to the customer. <\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t<\/ul>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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          In case of Partial Refund, Seller has to inform dgiteck team in case of any deduction to be made out of Refund Amount. The dgiteck Support Team will confirm the same with Customer and process refund. In case of any disparity the same will escalated to Seller support management team for further action. (TAT to be 5 working days).)<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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          On receiving the above confirmations dgiteck team will process the refund and simultaneously update the dgiteck Admin Panel \/ Email.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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          Refund shall be processed via the same mode of payment as done by the customer.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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          When Customer send the Refund request to Seller directly<\/strong><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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          • \n\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t<\/i>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t Seller to send respective refund email to dgiteck Team immediately once the request is received.<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t
          • \n\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t<\/i>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\tdgiteck Team to check the case and process the refunds through the same mode of payment<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t
          • \n\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t<\/i>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\tdgiteck Team will update the dgiteck Admin Panel or any common system with the refund details and the Refund ID<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t
          • \n\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t<\/i>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\tdgiteck Finance Team to update the ARN No. for the refund cases and send it to the Seller on timely intervals<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t<\/ul>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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            For Disputes, Charge Backs and Legal Escalations<\/strong><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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            • \n\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t<\/i>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\tIn case of any Disputes\/Charge back raised by dgiteck Payment Gateway, dgiteck team to intimate the seller (to allocate any specific person). Seller to revert back within 24 hours with Invoice copy, POD copy, Delivery status and PAN card of customer and Card Holder<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t
            • \n\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t<\/i>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\tIn case of legal escalation, Seller Support Team has to update\/approve dgiteck team within 4 working hours. If not Escalation matrix to be followed (To be discussed with Seller)<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t
            • \n\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t<\/i>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\tdgiteck Team will update the dgiteck Admin Panel or any common system with the refund details and the Refund ID<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t
            • \n\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t<\/i>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\tdgiteck Finance Team to update the ARN No. for the refund cases and send it to the Seller on timely intervals<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t<\/ul>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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              For Change of Product and Incomplete Orders<\/strong><\/div>\n<\/div>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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              • \n\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t<\/i>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\tIn case the customer does not complete the order (aborting the order submission process or aborting transaction via Split Payments), in such cases dgiteck Team will process the refund of that transaction back to the same mode of payment. This will also be automated in time to come. Transaction Processing charges may apply for deductions during such refunds. <\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t
              • \n\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t<\/i>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\tIn case the customer wants a Change of Product: In such cases, the customer needs to apply for a Order Cancellation and normal refund procedure will be followed and the customer can place a fresh order for the new product that they want to purchase, via a new payment at the Payment Gateway. <\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t<\/ul>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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                For any other queries, Kindly email us at support@htcl.co.in and we will get back to you.\u00a0<\/div><\/div>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"

                Standard Operating Procedure: 1. Overview and Objectives Objective of the guidelines is to ensure fulfillment of refund to eligible customer. (ii) In order to use\/ access the Services of the Dgiteck App, the User shall be required to download the mobile application \u2018Dgiteck\u2019 from the mobile application stores like Apple’s App Store or Android’s Google […]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"class_list":["post-9","page","type-page","status-publish","hentry"],"_links":{"self":[{"href":"https:\/\/htcl.co.in\/Eretail\/wp-json\/wp\/v2\/pages\/9","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/htcl.co.in\/Eretail\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/htcl.co.in\/Eretail\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/htcl.co.in\/Eretail\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/htcl.co.in\/Eretail\/wp-json\/wp\/v2\/comments?post=9"}],"version-history":[{"count":15,"href":"https:\/\/htcl.co.in\/Eretail\/wp-json\/wp\/v2\/pages\/9\/revisions"}],"predecessor-version":[{"id":2597,"href":"https:\/\/htcl.co.in\/Eretail\/wp-json\/wp\/v2\/pages\/9\/revisions\/2597"}],"wp:attachment":[{"href":"https:\/\/htcl.co.in\/Eretail\/wp-json\/wp\/v2\/media?parent=9"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}