Return and Refund Policy

1. Overview

At AK Infotech, we are committed to providing genuine, high-quality IT products and ensuring customer satisfaction. However, due to the nature of our wholesale business and the electronic products we sell, our return and refund policy is subject to specific conditions and limitations. This policy applies to all products purchased from AK Infotech, whether through our website, phone orders, email inquiries, or in-person purchases at our showroom located at No.19, Shop No: F22 & F23, 1st Floor, Uno Arcade A/C Complex, Meeran Sahib Street, Mount Road, Chennai - 600002, Tamil Nadu, India.

We strongly encourage all customers to carefully inspect products immediately upon delivery and report any issues within the specified timeframe. This policy should be read in conjunction with our Terms and Conditions and Warranty Policy. For any questions or clarifications regarding returns and refunds, please contact us at 9500673207 or akinfotechtn@gmail.com before initiating a return.

2. Return Eligibility Criteria

Products can be returned to AK Infotech only under the following specific circumstances:

Defective or Damaged Products

Products that are defective, damaged during transit, or have manufacturing defects that are apparent upon delivery are eligible for return. Damage must be reported within 24 hours of delivery with photographic evidence and delivery documentation. Any damage noted on the delivery receipt must be documented at the time of delivery for the claim to be valid.

Wrong Product Delivered

If we deliver a product that does not match your order confirmation in terms of model, specifications, quantity, or brand, you may return it within 7 days of delivery. The product must be in original, unused condition with all packaging, accessories, and documentation intact. You must provide proof of the discrepancy including order confirmation and photographs of the received product.

Dead on Arrival (DOA)

Products that are completely non-functional upon delivery (Dead on Arrival) are eligible for return or replacement within 48 hours of delivery. You must demonstrate that the product was tested properly according to manufacturer guidelines and is genuinely non-functional. DOA claims require detailed documentation including photographs, video evidence (if possible), and description of the issue.

3. Non-Returnable Products and Conditions

The following products and conditions are NOT eligible for return or refund:

• Products that have been used, installed, or have broken seals (except for initial inspection to verify contents)
• Products with missing accessories, manuals, warranty cards, or any components that were included in the original package
• Products with damaged, torn, or missing original packaging and boxes
• Products purchased on clearance sales, special promotions, or marked as "final sale" or "non-returnable"
• Custom-ordered products, special-order items, or products ordered specifically for your business
• Software products, license keys, or digital products once the seal is broken or license is activated
• Consumable items such as printer cartridges, toners, batteries, or cables once opened
• Products damaged due to misuse, abuse, improper installation, or environmental factors
• Products with serial numbers that have been tampered with, removed, or do not match our records
• Products returned after the specified return period (7 days for wrong products, 24-48 hours for defective/DOA)
• Products purchased from unauthorized sellers or third parties claiming to represent AK Infotech

4. Return Process and Procedure

To initiate a return, follow these steps carefully:

Step 1: Contact Us Immediately

Contact our customer service team within the specified timeframe (24 hours for damaged products, 48 hours for DOA, 7 days for wrong products) by calling 9500673207 or emailing akinfotechtn@gmail.com. Provide your order number, invoice number, product details, and a clear description of the issue. Do not ship any products back without prior authorization from our team.

Step 2: Provide Documentation

Submit the following documentation to support your return request: clear photographs of the product showing the defect or damage, photographs of the packaging and shipping box, copy of the invoice and delivery receipt, video evidence of the issue (for DOA claims), and any other relevant documentation. Our team will review your submission and determine eligibility for return.

Step 3: Receive Return Authorization

If your return request is approved, we will provide a Return Authorization Number (RAN) and instructions for returning the product. Returns without a valid RAN will not be accepted. We will also inform you whether you need to ship the product back or if we will arrange pickup (depending on the situation and location).

Step 4: Pack and Ship the Product

Pack the product securely in its original packaging with all accessories, manuals, warranty cards, and components. Include a copy of the invoice and the Return Authorization Number. Ship the product to the address provided by our team using a trackable shipping method. For high-value items, we recommend insuring the shipment. Shipping costs for returns may be borne by the customer unless the return is due to our error or defective product.

Step 5: Inspection and Processing

Once we receive the returned product, our team will inspect it to verify the reported issue and ensure it meets return eligibility criteria. Inspection typically takes 3-5 business days. We will notify you of the inspection results and the next steps (refund, replacement, or rejection of return). If the return is rejected due to non-compliance with return conditions, the product will be shipped back to you at your expense.

5. Refund Policy and Processing

If your return is approved after inspection, refunds will be processed according to the following terms:

Refund Method

Refunds will be issued to the original payment method used for the purchase. For cash purchases, refunds will be issued via bank transfer to your provided account details. For credit card or online payments, refunds will be credited back to the original payment source. For EMI purchases, refunds will be processed according to the financing partner's policies, and you may need to coordinate with them for EMI cancellation.

Refund Amount

The refund amount will be the product price paid, minus any applicable deductions. Deductions may include restocking fees (typically 10-20% of product value for returns that are not due to our error or defective products), shipping and handling charges (unless the return is due to our error), payment processing fees (for online transactions), and any promotional discounts or offers that were conditional on the purchase. Original shipping charges are non-refundable unless the return is due to our error or defective product.

Refund Timeline

Approved refunds will be processed within 7-14 business days after successful inspection of the returned product. The actual credit to your account may take additional time depending on your bank or payment provider (typically 5-10 business days for bank transfers, 7-15 business days for credit cards). We will provide confirmation once the refund is processed from our end, but we are not responsible for delays by banks or payment processors.

Partial Refunds

In certain situations, partial refunds may be granted including products returned with minor cosmetic damage that does not affect functionality, products with missing non-essential accessories (refund reduced by accessory value), or products returned outside the specified timeframe but within a reasonable period (subject to higher restocking fees). Partial refund amounts are determined at our sole discretion based on the condition of the returned product.

6. Replacement Policy

In some cases, we may offer product replacement instead of refund:

Replacement Eligibility

Replacements are offered for defective products, DOA products, or wrong products delivered, subject to availability of the same product. If the exact product is not available, we may offer an equivalent or upgraded product at no additional cost, or process a refund if you prefer. Replacement requests must be made within the same timeframe as return requests.

Replacement Process

The replacement process follows the same procedure as returns. Once we receive and inspect the defective product, we will ship the replacement product to you at no additional cost. Replacement shipping typically takes 3-7 business days after inspection approval. You will receive tracking information once the replacement is shipped.

Warranty on Replacement Products

Replacement products carry the remaining warranty period of the original product, or a new warranty period as per manufacturer guidelines, whichever is longer. The warranty start date will be from the original purchase date unless otherwise specified by the manufacturer.

7. Warranty vs. Return Policy

It is important to understand the difference between our return policy and manufacturer warranty:

Our return policy covers issues that occur immediately upon delivery or within the specified short timeframe (24 hours to 7 days depending on the issue). This includes DOA products, shipping damage, and wrong products delivered. Returns are handled directly by AK Infotech.

Manufacturer warranty covers defects that occur during normal use after the return period has expired. Warranty claims are typically handled by the manufacturer or authorized service centers, not by AK Infotech. Warranty periods vary by product and manufacturer (typically 1-3 years). Please refer to the manufacturer's warranty documentation included with your product for specific warranty terms and claim procedures.

8. Cancellation Policy

Orders can be cancelled under the following conditions:

Before Shipment

Orders can be cancelled free of charge if the cancellation request is received before the product is shipped. Contact us immediately at 9500673207 or akinfotechtn@gmail.com with your order number. Full refund will be processed within 5-7 business days for prepaid orders. For cash on delivery orders, no charges will apply.

After Shipment

Once the product is shipped, cancellation is not possible. You will need to receive the product and follow the return process if you no longer want it. Return shipping costs and restocking fees may apply in such cases.

Special Orders and Custom Products

Special orders, custom-configured products, or products ordered specifically for your business cannot be cancelled once the order is confirmed. These products are non-returnable and non-refundable.

9. Shipping Costs and Responsibilities

Shipping costs for returns and replacements are handled as follows:

• If the return is due to our error (wrong product shipped, defective product, or damaged during shipping), we will bear all shipping costs for both return and replacement/refund.
• If the return is due to customer preference, change of mind, or other reasons not related to product defect or our error, the customer is responsible for return shipping costs and applicable restocking fees.
• For high-value products, we may arrange pickup at our cost if the return is due to our error or product defect.
• Customers are responsible for ensuring products are packed securely for return shipping. We are not responsible for damage that occurs during return transit if the product was not packed properly.
• We recommend using insured, trackable shipping methods for all returns. Keep the tracking number and shipping receipt until the return is fully processed.

10. Dispute Resolution

If you disagree with our decision regarding a return or refund request:

First, contact our customer service team to discuss your concerns. We will review your case again and provide a detailed explanation of our decision. If you are still not satisfied, you may request to speak with a senior manager or supervisor who will conduct an independent review of your case.

We are committed to fair and transparent handling of all return and refund requests. However, our decisions are final and binding once all internal review processes have been exhausted. For legal disputes, the jurisdiction will be Chennai, Tamil Nadu, India, as specified in our Terms and Conditions.

11. Contact Information for Returns

For all return and refund inquiries, please contact us through the following channels:

12. Policy Updates and Changes

AK Infotech reserves the right to modify, update, or change this Return and Refund Policy at any time without prior notice. Changes will be effective immediately upon posting on our website. The "Last Updated" date at the top of this policy indicates when it was last revised.

We encourage you to review this policy periodically to stay informed about our return and refund procedures. Your continued use of our services after any changes constitutes acceptance of the updated policy. For returns initiated before a policy change, the policy in effect at the time of purchase will apply.