Refund Policy
1. In which scenarios does DTHBROADBAND.COM issue refunds?
Refunds are issued by DTHBROADBAND.COM only when :
| • | The order is cancelled by the customer; or Installation Not Possible |
| • | The customer returns a product and requests for a refund |
Further Returns are not applicable on all the products of the Seller displayed on DTHBROADBAND.COM. Please refer to our Return Policy.
2. What is the amount that is Refunded to me ?
If a customer returns the product and requests for a refund, the amount refunded would be the Price paid for the product (the shipping charge will not be refunded)
3. How can I track the status of my refund after returning a product ?
Once we have received the returned product, our team will verify the nature of the defect/damage. After validation, we will send you an acknowledgement via SMS to your registered mobile number.
To check the updated status of your refund you can call our customer care number at 0120-6189818 (10.00 a.m. to6.00 p.m./ 7 days a week). If you are a registered customer at www.dthbroadband.com, then you can also check the status of your refund in the ‘My Account’ section of our site.
4. How can I track the status of my refund after cancelling an order?
If your order is cancelled, then you will get acknowledgement via SMS at your registered mobile number or via email at your registered email ID.
To check the updated status of your refund, you can call our customer care number at 0120-6189818 (10.00 a.m. to 6.00 p.m. / 7 days a week). If you are a registered customer at www.dthbroadband.com, then you can also check the status of your refund in the ‘My Account’ section of the site.
5. I’ve still not received the refund in my account even though dthbroadband.com customer care says that they have processed the refund. Why?
If you have received a mail/SMS from us confirming your refund request, then be rest assured that we have initiated your refund request and are following up with the financial organization for the same.
Sometimes, financial organizations & banks take longer than the promised time to process the refund request internally. If this is the case, then kindly follow up with them for your pending refund after providing them the reference number given by dthbroadband.com customer care.
Alternatively, you can also check the status of your refund online at www.dthbroadband.com in the ‘My Account’ section.
6. How long will it take to process my refund if I opt for a refund after returning the product?
We will process your refund after receipt of the product by dthbroadband’s Business Partner / Seller. You will get an e-mail/SMS from dthbroadband when your return is accepted and your refund is processed.
7. How and where will I receive my refund amount?
Refunds on dthbroadband.com are based on the mode of payment used to place the order initially. Below are the refund modes initiated by us for various payment options:
| a. | Credit Card/ Debit Card/ Internet Banking If Credit card, Debit card or Internet banking was used as the mode of payment while placing the order, the price paid of the product will be refunded (excluding the shipping charges) will be credited back to the respective credit/debit card/internet banking account provided at the time of placing the order. We initiate refund within a maximum of 4 working days after receipt of the product by our Business Partner / Seller. However, it may take up to 7-10 working days for the respective banks to process the refund and reflect in your credit/debit card statement or internet banking account. Please get in touch with your bank directly in case of any delays after the confirmation of refund by dthbroadband.com. |
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| b. | Cash on Delivery If the order was placed using payment option as Cash on Delivery, we will refund you the price paid of the product (excluding the shipping charges ) through NEFT, cheque in favour of the “billing name” provided at the time of placing the order or refund coupon. |
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| c. | Loyalty Bonus coupons If you have used a dthbroadband.com Loyalty bonus Coupon for placing an order the refund provided to you would be of the price of the product excluding the value Loyalty bonus as well as the shipping charges . |
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| d. | Refund Coupon If you have used a dthbroadband.com refund coupon for placing the order, refund would be provided only in the form of a fresh dthbroadband.com refund Coupon of the value excluding the Shipping charges . The same cannot be redeemed either in cash or cheque. |
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8. Can I get a refund for a part of my order?
Yes. You can request refund for a part of your order if the order contains multiple sub-orders or products e.g. if you have bought a pair of jeans and a shirt as two separate products then you can get a refund only for one of the products’ i.e. either the jeans or the shirt excluding the shipping charge borne . However, if a product comprises multiple items as a bundle, the amount of individual items will not be refunded e.g. if a bowl set comprising 4 bowls is bought by you, you cannot get refund for a single bowl.
9. I received my refund cheque; however, my name is not as per the records. What should I do?
You should intimate us about the mistake by getting in touch with us via e-mail at info@dthbroadband.com or over phone at our customer care number 9729991794 & 9729991794 (10.00 a.m.to 6.00 p.m. / 7 days a week). Alternatively, you can also submit a ticket in ‘My Account’ section of your registered account at www.dthbroadband.com.
Within a maximum of 10 working days of our receiving your intimation, we will dispatch you the fresh cheque in favour of the name requested by you.
10. I wanted to return a product. Will dthbroadband.com refund the courier charges?
Yes, absolutely! In case you return the product via courier, we advise you to use a reputed courier company which allows online consignment tracking. We will reimburse the courier freight charges @ 10% of your order value (with a minimum of Rs. 100) or a maximum of Rs. 750, whichever is lower. The refund of courier freight charges, if applicable, will be paid through a dthbroadband.com Gift Coupon/Voucher of the equivalent value. The courier charges will be reimbursed only after receipt of the product by our Business Partner / Seller.
11. How do I track the refund of my money once I have sent the product back or it has been collected from me?
Once we have received the product, our team will verify the nature of the claim basis which it has been returned. On validation of the claim, we will update you by sending a SMS to your registered mobile number. You can also call our customer care number at 0120-6189818 (10.00 a.m.to 6.00 p.m. / 7 days a week) and check the status of your refund. If you are a registered customer at www.dthbroadband.com, you can also check the status of your refund in ‘My Account’ section of your account.
12. Are all products on dthbroadband.com eligible for refund?
Yes. All products on dthbroadband.com are eligible for a replacement/refund except the followingInnerwear, lingerie, vests, briefs, trunks, socks, mittens, wristbands, cosmetics, perfumes, deodorants, fashion accessories, contraceptives, flowers, furniture, bullion, precious jewellery, facemasks , remote-controlled toys and their accessories, and any free/complimentary items received with the main order.
