Warranty Policy

Refurbish Warranty (RW) Policy

1. Registration Process

a. For Amazon / Flipkart Customers:

If the customer purchases Xtracover Refurbished warranty or XtraCover Extended Refurbished warranty from Amazon or Flipkart or any other online marketplace channel whether hard bundled with his device or as a standalone product, the customer will auto receive a mail from Amazon / Flipkart stating the confirmation of purchase. The mail also contains a registration page link as well which is https://warranty.xtracover.com/register along with a unique code.

Customer has to click the link mentioned in the mail (same as above) to get redirected to Xtracover Refurbished warranty registration page which looks like as shown below.

Now the customer has to enter the unique license code received in his registered mail ID and click on the submit button.

Once done, the page will redirect to customer details page which looks like as shown below.

Customer has to enter his name, mobile no and Email ID to validate and start refurbished warranty registration procedure

Upon clicking the “SUBMIT” button in this page, customer will redirect to the registration page after OTP verification. The Registration page looks like as shown below.

In this page, customer has to fill all the mandatory fields such as device detail, customer address, plan type, brand name, S/l no / IMEI no etc and have to click “SUBMIT” button.

By clicking the “SUBMIT” button, customer will get a digitally printed warranty certificate from XTRACOVER stating that the Registration process is successful and his device is under XTRACOVER Refurbished Warranty plan with customer detail, device detail, warranty start date, warranty end date etc.

Registration process for the customers who bought our Refurbished Warranty Plan from Amazon, Flipkart or other online marketplace channel ends here.

b. For B2B/B2C/B2R/ D2C/B2B2C customers:

For every other customers other than online marketplace like Amazon / Flipkart etc, customer doesn’t need to register, all they need to provide their name, email ID, contact no, address etc to the person from whom he is purchasing the device and warranty.

Its XTRACOVER team who will register on behalf of the customer and once the device is registered; customer will receive an auto mail, SMS & whatsapp containing the registration certificate.

c. Alternative Registration Process for all the customers:

Customer needs to reach out to the XTRACOVER Customer Support Centre @ 88-6039-6039 or email to support@xtracover.com to register the refurb device for warranty service

Invoice copy

Any other document or evidence as may be required by XtraCover Customer Support Team.

2. Claim / Service Request Process:

Customer is required to intimate about the problem to XTRACOVER within 2 working days of its occurrence beyond which the request is liable to be rejected.
Customer is required to call XTRACOVER Customer Support Centre no. 88-6039-6039 or email to support@xtracover.com to register the complaint for the defective device under the RW Plan. If customer has not activated/Registered the Plan, he is advised to do the same before availing the Services.
XTRACOVER team registers the service request and acknowledges the service request with Ticket ID to the customer over SMS/Telephone.
Depending upon customer’s device and/or the nature of issue faced by customer, customer may be asked to follow some troubleshooting steps before registering a service request. Please follow the troubleshooting steps before registering the request.

3. General Terms and Exclusion in Refurbished Warranty Program:

General terms:

Refurbished Warranty Plan is limited to Devices that are purchased through authorized Refurbished sellers of XTRACOVER in select cities within defined geographic boundary of the Republic of India
XTRACOVER or its authorized service providers shall provide Services only during normal working hours on regular working days of XTRACOVER and/or its authorized service providers. Normal working hours would be 9:30 am to 6:30 pm on all working days excluding public holidays.
Providing service at locations which are not in the serviceable limit, XTRACOVER reserves the right to provide adequate solution by either refund of the plan fee or advice customer to get it repaired by an authorized brand service centre and then XTRACOVER will reimburse the claim subject to satisfactory verification /validation of documents/proofs as demanded by XTRACOVER.
In all such cases, the customer should present a repair estimate from the authorized brand service centre and proceed with repairs only when explicit approval is given by XTRACOVER. XTRACOVER’s liability in all such cases will be towards the covered damages only.
Customer must share front, side & back images of the device before packing for pickup and may be required to showcase issues through video recording.
Proper packaging is required to avoid physical damage during returns. XTRACOVER reserves the right to deduct/recover money for improper packaging.
During the validity of the Refurbishes Warranty Plan, XTRACOVER will attend to the defects reported by the customer, including replacement of the defective electrical/electronic components that are required to be replaced to make the Device electrically functional. This is subject to the condition, the breakdown of the Device being due to normal usage
In case the functional malfunction of the device is due to reasons other than that covered under RW or it is caused by conditions defined under exclusions, XTRACOVER shall offer to repair the device for the customer. The cost of such repairs like labour, visit, cost of parts replaced, cost of transporting the device to service centre (if required) will have to be borne by the Customer
All defective components replaced by XTRACOVER shall become the property of XTRACOVER and the customer shall not claim any right to the same
Defects and/or Parts not covered under the original manufacturer’s warranty, will not be covered under RW Plan.
All defective components will be replaced with parts which are new or like new in performance adhering to manufacturer’s specifications, at XTRACOVER sole discretion.
In case of Refund / Total Loss Settlement, all our obligations of XTRACOVER under this contract are deemed fulfilled and the plan coverage stands terminated. The defective Device in all such cases shall become XTRACOVER property and the same should not be destroyed, or damaged, or salvaged by customer under any circumstances.
Any disputes shall be governed by the laws of India, and the courts of New Delhi shall have exclusive jurisdiction.
All rights are reserved with Xtracover Technologies Private Limited.
XTRACOVER at its sole discretion determines the issuances of standby/loaner unit subject to availability and for select city and select Device category
In case of Total Loss or BER of the covered device, XTRACOVER shall refund 90% of the Tax Invoice value for the device after deducting any previous service amount. In such event, damaged device will be retained by XTRACOVER
For replacement cases, the basis of settlement will be the replacement value subject to deducting any previous service amount as per total loss cases.
The plan will get terminated immediately for the covered device for all such cases.

Exclusions:

Any problems or defects not covered by manufacturer’s warranty.
Service of Devices which is not supported by valid Proof of Purchase by customer shall not be admissible under the policy.
Accessories used in or with the device including but not limited to remote, batteries, USB/HDMI cable and replacement of any consumable item or accessory.
The Device battery and anything related with the software is not covered under RW.
Liquid damage, Fire damage and Physical Damage to the Device (like broken or cracked Screen, broken hinges, broken keys, burnt wires or cables etc.) due to accident, misuse, abuse, neglect or improper maintenance.
Damage resulting from power outage, power surges or drips, fluctuating voltage, inadequate or improper voltage or current supply.
Replacement of any consumable/plastic item or accessories. These include, but are not limited to batteries, bags, covers, plugs, fuses, light bulbs, light covers, cables, filters, attachment, belts, toners, ribbons, drums, tapes or software, and add-on options incorporated in a Device for which the RW Plan was purchased.
The limited warranty extends solely to the original (first) purchaser (customer) of the product and is not assignable or transferable.
Functional defects caused by unauthorized modification, alteration, adjustment, repair, service or installation by unauthorized personnel are not covered. Such unauthorized repair or replacement of covered Devices shall result in the cancellation of this Plan.
Theft, burglary and accident including earthquake, storm and or hurricane, abuse, misuse, sand, dust, water, negligence, fire, flood, lightning, malicious damage, impact, corrosion, battery leakage, acts of god, pandemic, animal or insect infestation or intrusion are not covered.
Claims that is false or fraudulent or intentionally exaggerated or if any false declarations or statements be made in support thereof, no claim for that insured unit shall be recoverable hereunder.
Use of accessories not approved by the manufacturer, incorrect electrical leads or connection.
Functional defects caused by computer virus or realignments to the Device.
Any consequential or incidental damages arising from the use or loss of use of the Device.

4. SLA / TAT:

For Walk-in Cases : 3 to 4 working days (Depending upon the part availability in the market)
For Pickup and Drop from Doorstep: For Cities like Metropolitans, State Capitals, Suburbs etc its 7 to 8 working days (Depending upon the part availability in the market)
For Villages, Rural areas, Remote areas and small towns its 12 to 14 days (Depending upon the part availability in the market)