Criteria for 10 days Online Customer Replacement Policy
Scope
1、To help in faster and simpler box replacement of DOA (Dead on Arrival) units.
Definition of DOA
1、Technical defects reported to end user in product within 10 days of purchase.
2、If, the product fails to operate within 10days of purchase to end-user due to defects design and workmanship and as such the failure is not attributed due to any misuse / drop or improper handling by customer or Customer will be considered as DOA.
Criteria for DOA
1、All those units purchased by customer from TCL on line channel which are not more than 10 days old.
2、Customer must be registering the DOA unit call to call center.
3、Customer must produce proof of purchase.
4、The product sr. number of the physical set should match with carton box Sr. Number.
5、All Items should be complete and correct, with box and packaging including manual and warranty card etc.
6、The Original Packing of manual, accessories and scratch resistance sticker on the product (if) to be intact.
7、The Unit shall be in Original Condition and without any damages, scratches or cracks.
8、There should be no tampering of the unit.
9、Without call number DOA unit not consider under the DOA policy.
Process for DOA Replacement
1、Customer unit which meets the above-mentioned criteria, along with proof of purchase to register the call to TCL call center and nearest designated service center will be visit for DOA verification.
2、Service center will make a DOA report and will be send TCL ZSM and TCL ZSM will be verify and confirm the unit to be considered under and share the DOA validation report to SCM Department for DOA replacement.
3、SCM team will be collect the DOA unit from customer end and replace the new unit to Customer.
Cancellation Policy
HOW DO I CANCEL AN ORDER?
Prior to shipping of your order or product, your order will be allowed to cancel in online and will be processed for refund to your original payment method, if the payment already completed.
Please note: Your order cannot be cancelled, once the product has been shipped from our warehouse.
If you wish to cancel an order, please follow these steps:
Please send an email to obgdirect.in@tcl.com with subject as “TCL online order cancellation Request - Order ID | Transaction ID” and reasons for cancellation.
HOW LONG THE ORDER MAY TAKE PROCESS TO CANCELLATION REQUEST?
You can cancel an order until the product has not been shipped from our warehouse. Refund will be processed the same source that you used to pay for the order. All or any discounts, coupons or points are used for purchase of the product shall not be converted.
Please note - Order cancellation request is not accepted once the order has been shipped. For certain case as per our team review we may accept cancel request, with conditions such as charges of Logistics* cost (*Delivery & Reverse pickup) & 2% processing fee of order amount, after product validation, along with all accessories, proper packaging, and free gifts if any intact as QC will be done in our warehouse once RTO completed then only refund will be initiated after acceptance of deductions on refundable payable amount by buyer.If we found cancellation request reasons such as not needed, not fit in my room, changed my mind then 10% cancellation charges + 2% payment processing fees will be charged once request review approved by our Team through email.
HOW LONG DOES IT TAKE FOR A REFUND TO BE REFLECTED IN TO YOUR ACCOUNT?
When an order is cancelled, it may takes about 5-7 working days* excluding the days of any strikes or bundh or lock-outs, terrorism or government orders or embargos or natural disasters and force majeure events for the product to return to our warehouse. After the product was received at our warehouse in reasonable wear and tear condition of the product and accessories and free gifts if any, the refund will be initiated and it takes 3 working days to process the same. Once the refund is processed, it might take 7-10 working days for the eligible amount to the same source that you used to pay for the order.
If the payment is not reflected within the estimated time, please reach out to us with your ARN/RRN numbers and then contact your respective bank. Please note that refunds can only be made to the original mode of payment that you used to pay for the order. It cannot be processed in any other mode.
Returns & Refund Process:
Order Refund and Returns/Replacement Policy:
Once the order is delivered, it cannot be returned, even if the product in unopened condition. If you have received a wrong or damaged product, please connect with our Customer Service team at obgdirect.in@tcl.com within 24 hours from the time of delivery.
Order is not confirmed, but your money was deducted:
Firstly contact your respective bank & usually to reverse the amount it may takes 7 working days.
Meanwhile you can also reach out to us to investigate on our side as well through
A) Email us at obgdirect.in@tcl.com
B) Toll Free: 180-0102-0622, 180-0419-0622
Warranty
| TCL Product | ||
| Product | Online | Installation |
| LED TV 2K | 2 Years | Free Installation within 30 Days of POP |
|
LED TV 2K 32S5400A, 32S5400, 40S5400A, 43S5400A |
2 Years |
Free Installation within 30 Days of POP & Wall Mount Bracket(WMB) Chargeable |
|
Smart LED TV 4K P615, P616, P617 & P715, 725, P727, C728, C715, C725, C728 & C815, C825 |
2 Years | Free Installation within 30 Days of POP |
|
Smart LED TV 4K P635, P735 & C635, C835. |
2 Years | Free Installation within 30 Days of POP |
| Sound Bar | 1 Year | Installation on Chargeable |
| Non-Smart AC | 1 Year, PCB 3 Years, Compressor 10 Years | Installation on Chargeable |
| Smart AC | 1 Year, PCB 5 Years, Compressor 10 Years | Installation on Chargeable |
| Fully-WM | 3 Years, Motor 5 Years | Free Installation within 30 days of POP |
|
iFFALCON Product |
||
| Basic LED TV 2K | 1 Year | WMB Chargeable and Installation Free within 30 days of POP |
| Smart LED TV 4K | 1 Year | WMB Chargeable and Installation Free within 30 days of POP |
All customers and trade partners call will be register at TCL call center 18004190622 and TCL call center assign the related Service network. Without call registration, we will not provide any services.
TCL reserves the right to decline warranty service, any service issue due to damage caused to the product due to improper installation by customer or unauthorized service center.
For any Grievances or inquiries, Contact Customer care officer: Infinity e Services Private Limited 2nd Floor, Spaze Boulevard Sohna Road, Sector -47, Gurgaon, Haryana, INDIA - 122101.
Phone - (0124)4252484, email : indiasupport@tcl.com
TCL Hotline: 18004190622/18001020622
For the purpose of recycling to facilitate effecctive utilization of resources, please refer to below website for our policy on E-waste, or call the toll-free number.
Toll Free No.: 1800-102-0584
Visit: https://www.tcl.com/in/en/legal/e-waste-management
Shipping
Shipping* Information:
We are delivering to almost all the major cities & estimated delivery time varies from 3-10 working days excluding the days of any strikes or bundh or lock-outs, terrorism or government orders or embargos or natural disasters and force majeure events. The package will be opened and installed by our authorised service agent only. If the product was installed by an unauthorised person, the warranty of the product shall not be applicable and company shall not be liable for any transit damages. Upon receipt of the product, you may a write an email for product installation by contacting email obgdirect.in@tcl.com or call 180-0102-0622, 180-0419-0622
*Free Shipping on all orders placed within brand store