Applicable to all Bulk / B2B Retailer Purchases
Effective from 1st May 2025 | Confidential
This document sets out the warranty coverage, service/replacement claim process, turnaround times (TAT), and Return-to-Origin (RTO) terms applicable to all Bulk and B2B retailer purchases from ReFit Global. All bulk buyers/retailers are expected to acknowledge and adhere to this policy.
Every device is covered against functional defects as assessed and disclosed at the time of grading.
Claim processing for battery health, battery drain, or battery bulging/swelling is approved only within 7 days of delivery.
If a repeat issue occurs after a repair has been completed, the customer/retailer becomes eligible for replacement, credit note (CN), or refund.
If the ReFit tamper-evident seal is found damaged or tampered with, no claim will be processed or approved under any circumstance.
Claims beyond the disclosed grading definition will only be accepted as RTO. On-actual-condition disputes matching the stated grading will not be entertained as RTO or exception.
Physical or liquid damage — cracks, broken parts, or water damage.
Heating while charging — not treated as a defect.
Software issues arising from updates, app installation, or software errors.
Issues arising after an iOS update.
Display damage from mishandling — lines, spots, or dots caused by drops.
Battery & accessories — battery health, swelling, backup issues, and use of non-approved chargers.
Normal wear and tear — scratches, dents, faded colour, and other minor cosmetic defects.
Unauthorized repairs — warranty is void if the device is opened/repaired by an unofficial service centre.
Rooting or jailbreaking of the device software.
Insect, rodent, or pet damage.
Acts of nature — fire, flood, earthquake, lightning, or power surge.
Lost data — ReFit Global is not liable for lost files, apps, or data during repair; retailers/customers must back up data before submission.
Raise the request by calling 9355177599 or emailing service@refitglobal.com. A support executive will log a ticket against the complaint.
D2C customers: ticket number is issued against the D2C order ID. B2B retailers: a unique ReFit ticket number is issued by the support team.
Purchase invoice. Issue video of the product.
The issue video is shared with the TRC (Technical Repair Centre) to obtain approval for reverse pickup. TRC confirms pickup within 24 hours of claim intimation.
Reverse pickup is initiated within 6 hours of TRC approval, with confirmation shared with TRC on the same email thread.
The reverse pickup ID is shared with the customer/retailer at the time of pickup creation. Standard reverse pickup TAT (as per courier partner): Tier 1 city: 2-3 working days. Tier 2 city: 3-4 working days. Tier 3 city: 4-5 working days.
TRC confirms device delivery on the same day it is received and diagnoses the issue within 24 hours of delivery.
Device to be repaired within 3 days of delivery to TRC. PNA (Physically Not Available/parts) cases: support team informed within 48 hours of device delivery; replacement offered. NQA cases: replacement initiated within 48 hours of device delivery, subject to model availability. If the same model is unavailable, an alternative model is offered. If the customer declines the alternative, a credit note/refund is processed.
Repair is completed within 3 days of device delivery; support is informed to generate the forward delivery pickup on day 3.
Forward pickup is initiated within 6 hours of repair confirmation, with the tag shared with TRC.
The repaired or replacement device is delivered to the customer/retailer as per standard delivery TAT.
| Stage | Turnaround Time |
|---|---|
| Claim verification TAT | 1 day |
| Reverse pickup TAT | 2–3 days |
| Reverse delivery TAT at ReFit | 2–3 days |
| TRC repair TAT | 3 days |
| Delivery TAT (repaired/replacement) | 2–3 days |
| Overall repair ticket closure | 7–10 days |
Effective 1st May 2025
To minimize operational losses and improve order fulfilment, a penalty applies to avoidable B2B RTO cases arising from bulk/retailer orders.
Any scenario where a shipment is refused by the retailer, including retailer refusal, shipment hold requests, COD amount not being ready, or delivery rescheduling.