Return Policy
Replacement is a scheme provided by respective sellers directly under this policy in terms of which the option of exchange, replacement and/ or refund is offered by the respective sellers to you.
If the buyer faces any problem with the product, he/she will have the option to use the return policy as specified by the seller.
This Return Policy covers the buyer against ‘damaged’, ‘defective’ and ‘not as described’ products - for both, brand new and refurbished segments.
At XtraCover, we take our customer's satisfaction seriously. If you receive a product that is missing, broken, or different from your order, please send us an unboxing video and a photo within 48 hours of delivery to support@xtracover.com. For defective products, please send us a photo and video within 72 hours. We will do our best to resolve the issue and provide a replacement or refund.
Should a customer wish to submit a replacement request for a second time, subsequent to having filed a replacement request for a previous order, it is a requisite that the customer submits their request for the second order within a time frame not exceeding 24 hours from the point of delivery or receipt of the order. Failure to initiate the replacement request within this specified time frame may result in the customer forfeiting their eligibility for a replacement.
Refund is only approved in case Replacement is not available with Sellers.
For all products, the policy on the product page shall prevail over the general returns policy.
The exchange and replacement will be subject to availability of the stock.
No Return Categories- Products in this category are not returnable due to their nature or other reasons.
1. All software versions & updates will be basis Brand Policy & guidelines. Xtracover is not responsible for any such guidelines or policy changes by the Brands.
In order to help you resolve issues with the product, the seller’s authorized personnel may troubleshoot your product either through online tools, over the phone, and/or through an in-person technical visit.
For any other issues with the product you may contact Xtracover @88-6039-6039 or mail us on contactus@xtracover.com
After pick-up, the product will be checked for the following conditions once the same is received by seller:
| Category | Conditions |
| Correct Product | IMEI/ name/ image/ brand/ serial number will be matched. |
| Complete Product | All in-the-box accessories (like chargers, cable, etc.), as applicable, freebies and combos (if any) should be present. |
| Unused Product | The product should be unused, without any stains and with non-tampered quality check seals/return tags/warranty seals (wherever applicable). Before returning a mobile/ laptop/ tablet, the device should be formatted and screen lock (pin, pattern or fingerprint) must be disabled. |
| Undamaged Product | The product (including SIM trays/ charging port/ headphone port, back-panel etc.) should be undamaged and without any scratches, dents, tears or holes. |
| Undamaged Packaging | Product's original packaging/ box should be undamaged. |
Replacement / Refund shall be processed only in case if the above conditions are met. We would request you to please ensure above for faster processing of your replacement/refund.
The damage conditions for the refurbished products shall be as provided on the product page.
The field executive will refuse to accept a return if any of the above conditions are not met.
For any products for which a refund is to be given, the refund will be processed once the returned product has been received by the seller.
Note: Prebooking amount paid is non-refundable & non-transferable if the order is denied by you while delivery. The amount is refunded in case if the order is cancelled before shipment.
1. Where can I check the status of my return?
You can visit the 'My Orders' section of your Xtracover account to check the status of your return or you can contact our Helpdesk.
2. If I request for a replacement, when will I get it?
Visit 'My Orders' to check the status of your replacement or call up our support @88-6039-6039
The replacement is initiated after the original delivered item is picked up. Please check the SMS & email we send you for your replacement request for more details or can visit our Helpdesk on any working days.
3. Can items be returned after the time period mentioned in the Returns Policy?
No, sellers will not be able to accept returns after the time period mentioned in the returns policy.
4. Do I have to return the accessories when I return a product?
Yes, the accessories if any has to be returned along with the product.
5. What should I do if I have an issue with my product after the return period?
All products sold on XtraCover are covered under limited warranty for a period as described in the warranty card or website at the time of purchase of device. You are requested to log your support ticket for warranty by calling us @ 88-6039-6039 or write to us at support@xtracover.com
Refund Policy
1. What is the Condition Of Refund?
Refund is only initiated in case the product is returned within return period window (3 days from the date of delivery) for the reasons specified as below.
- Mismatch in Product received with respect to product ordered
- Functional defect in the product
- Replacement not available or replacement not being availed.
- The grade mentioned on website doesn’t matches with the grade of phone delivered.
2. My bank is still deducting EMI even though I have cancelled my order, why?
Please get in touch with your card issuing bank and they will help you out.
3. My order has been cancelled, when will I get my refund?
Once your order is cancelled and you receive a confirmation from us saying that your refund has been initiated, it will be credited as per the following timelines depending on your mode of payment. Refund will be credited to the same mode from which you made payment and takes 7-10 days to reflect depending on banks.
4. I have returned my product, when will I get my refund?
Refund is initiated once the device is received by the seller. It takes 7-10 days of time to reflect in the bank account / credit card / or the payment mode depending on the bank.
5. How can I know the status of my refund?
You can connect with our help desk @ 88-6038-6039
6. How will I get my refund for returning an item I paid for with Pre-Booking /Prepaid Option?
For your ' Pre-Booking/Prepaid ' order, you will get the amount refunded to your bank account. You can update your bank account details with our Helpdesk while opting for a refund.
Cancellation Policy
1. Can I cancel my order?
Yes, you can only cancel the order before it has been shipped.
2. Can my cancelled order be reinstated?
No, sellers do not have an option to reinstate an order after it has been cancelled. You can only place a new order for the products that were part of the cancelled order.
3. I've multiple products in a single order, will cancelling one product cancel all the other products in the order?
As of now, we don’t have this option to cancel single order in a multiple products order. But you can certainly visit our helpdesk and request for same. We will do it internally with sellers.