A.How do I file a return request?
- You can place a Return request within 10 days of order delivery. However, in case of Damaged/Missing Product, the Return request should be filed within 2 days of delivery.
- Return request will be reviewed by Shivam Computers.
- If required, request will be shared with the merchant for his/her approval.
- After approval, pickup of the product will be arranged through our courier partners.
- If our reverse pickup service is not available on your address, we will ask you to dispatch the product. The courier charges will be reimbursed by Shivam Computers.
- After the product is received, it is verified against your claim and accordingly, Replacement or Refund is initiated. Please note that Replacement would depend upon the stock availability with the respective merchant.
B. Under what conditions can I return/ replace my product?
We Returns/Replacement are accepted under the following cases -
Wrong Product – Wrong color/ size/ style,
- Wrong item ordered/ delivered
- Unsatisfactory Product – Inauthentic/ Low Quality/ Expired
- Defective Product - Manufacturing defect/ Non-functioning (Not applicable, if the product is under Manufacturer’s Warranty)
- Damaged Product – Physical damage/ Tampered product or packaging
- Wrong Quantity – Missing Products/ Parts
- No Invoice/Warranty Received – Available on product
C. Under what conditions returns/ replacement request will not be accepted?Returns/ Replacement requests will not accepted under following cases –
- If Products are Altered/ Used
- If Product is Returned without Original Packaging (price tags, labels & accessories)
- If Serial Number is tampered
- For Defective product that is covered under Seller/Manufacturer's Warranty or Reported after 10 days of the Delivery
- For Damaged/Missing product that is reported after 2 days of the delivery
- For Products sold under specific promotions, details of which would be mentioned in the Product page and Terms & Conditions page
D. Which categories are not eligible for returns/ replacement?Categories that not eligible for Returns/ Replacement are:
- After Activation of Products
- Customized Products
- E-learning & Music CDs/ DVDs
E. What is the best time to place Return/ Replacement request?
Return/Replace request of the Product(s) should be initiated within 10 days of Order Delivery for Wrong/ Unsatisfactory product or in case of non-receipt of Invoice & Warranty (for Electronics only). However, under the following conditions, Return Request should be filed within 2 days of Delivery:
- Damaged Product
- Empty Parcel
- Missing Item
To file a return/replacement request, please reach out to Shivam Computers' Customer Support.
F. When do you initiate Pickup for Returns?
Once your request to return an order is approved, a pickup will be initiated. You will receive an email from us, with information on the packaging, return address and required documentation. Please keep the product ready with all tags & accessories. Kindly ensure proper packaging to avoid any damage during transit.
Please take care of the following points, while packing your product for Pickup
- Product should not be used/altered/ tampered
- Keep original price tag & packing slip intact
- Mention Order Number on the box
- Do not seal the box
- Mention the Order Number/Delivery Address on the package, before handing over the packet to our Pickup executive
- Keep the Courier Company's receipt for tracking purposes
Please Note - Shivam Computers shall not be liable for any incidental defect/damage, like liquid leakage/mishandling etc.
G. What do I do if my area does not have a reverse pick up service?
If our reverse pickup service is not available at your address, we will ask you to dispatch the product. Return address will be notified to you in a separate email, along with the packaging instructions and required documents.
In case of Self-Shipment, Shivam Computers will reimburse your courier charges (upto Rs. 300. Please take care of the following-
- Mention the Order number/Delivery Address on the package, before handing it over to the Courier Representative
- Send a scanned copy of the courier receipt to our address
- Track your Return Shipment on the Courier Company's Website
H. How do I track the status of my Return request?
- Check the status of your Return at visit My Account > My Returns
- Every request received at Shivam Computers is assigned a ticket number, for which an acknowledgementmail is sent to your registered email address. Please use your registered email ID and phone number for any further communication
- After receiving your Return Request, we will update you on the status i.e. Acceptance/Rejection of Reverse Pickup, Reshipment & Refund.
I. Do I need to pay the courier company to send my product back?
No, you don't need to pay anything to the courier representative if we arrange the pickup of your product. If you are using a courier service to ship your product back to our given address, you need to bear the courier cost at that time. However, the same will be reimbursed by us. The courier charges eligible for reimbursement are up to Rs.300.
J. Which documents do I need to attach for the return/ replacement process?
Documents are required during the Reverse Pickup of any product, after placing a return/replacement request.
o Reverse Pickup by Shivam Computers:
- Mention the Order Number on the package before handing over the packet to the Pickup executive.
- The receipt from the courier company must be kept as a proof for tracking purposes.
- Shivam Computers shall not be liable for any incidental defect/damage, like liquid/mishandling etc. by the customer.
- Mention the Order Number on the packet along with the Address (as mentioned in the email by us) before handing over the packet to the Courier Company.
- Share a scanned copy of the courier receipt with us, as a proof for dispatching the parcel, addressed to us.
- In case, you do not get a confirmation from us on receipt of the returned product, please track the shipment with the courier service provider.
K. How will I know that my Returned product has reached you?
You will receive an email from us within 24-48 Hours of Pickup, along with the Tracking details. You can track the package on Courier Company's website. You can also track the status of your return request at Support@erpsolutionsmart.com
L. How much time does it take to replace an order?
- We initiate the replacement or refund within 2 working days of receiving the product at our center.
- The replacement may get delayed or declined if the product received by us is not as per your claim or in case of missing Order ID on the package.
M. How will i refund excess payment?
if customer paid twice for one transaction, the one transaction amount will be refunded via same source within 07-10 working days