Returns and Refunds

You have 7 days from delivery to tell us the device is not right. We replace it. We pay the freight both ways. There is no restocking fee, no inspection charge and no deduction of any kind.

Published under Rule 7(1)(a) of the Consumer Protection (E-Commerce) Rules, 2020 — accurate information on return, refund, exchange and the cost of return shipping — and Rule 4(7), which bars cancellation charges on a consumer unless the seller bears similar charges. We bear them, so you pay nothing.

The 7-day replacement window

The clock starts on the date the courier marks the parcel delivered. It runs for 7 calendar days, not working days. Raise the request inside those 7 days and the outcome is guaranteed even if the pickup happens later.

What qualifies:

  • Dead on arrival — will not power on, will not charge, will not hold a network.
  • A fault present at delivery that the check sheet should have caught.
  • Not as described — the grade, storage, colour, display origin, laptop battery wear or named flaws on the product page do not match the unit in your hand.
  • IMEI or serial mismatch between the device and the invoice.
  • Wrong item, or missing box contents that the listing said were included.
  • Damaged in transit. Tell us within 48 hours of delivery for this one — couriers close transit claims fast.

What does not qualify: a change of mind about the model, a better price found somewhere else, or cosmetic wear that is inside the published grade. Our grading standard states how much wear each grade allows, in millimetres and viewing distances, precisely so this is not an argument.

What voids the replacement

  • A new crack, chip, dent or bend that is not on the condition photographs we took before dispatch. We photograph every unit from six angles against the IMEI and we will show you the file.
  • A triggered liquid-damage indicator.
  • The device has been opened, repaired or had parts swapped by anyone other than a service partner we appointed — including a broken warranty-seal sticker.
  • Your own iCloud or Google account is still signed in, or Find My / FRP is still active. We cannot inspect or resell a locked device, and no one can unlock it but you. Sign out before the pickup.
  • Missing accessories, box, or the invoice — send back everything that arrived.
  • Rooted, jailbroken, bootloader-unlocked or custom-ROM devices.
  • The request was raised after day 7.

If a returned unit fails inspection for one of these, we photograph it, send you the photographs with the reason, and courier the device back to you free. We do not keep it and we do not charge you for the trip.

The process

  1. Raise it. Email contact@swizzwatches.com. Give your order number and, where there is a fault, a short video of it.
  2. Acknowledgement within 4 working hours, with a ticket number. Everything after that is tracked against it.
  3. Free reverse pickup scheduled within 2 working days in serviceable pincodes. Where reverse pickup is not available, we email you a prepaid courier slip and reimburse the amount on the same day you send us the receipt. You are never out of pocket.
  4. Pack it properly: device, charger, cable, earphones if supplied, box and invoice, inside an outer carton. Do not stick tape on the retail box.
  5. Inspection within 2 working days of arrival, against the pre-dispatch photographs and the original check sheet.
  6. Replacement dispatched within 2 working days of the unit passing inspection — same model, same storage, same grade or better.

When there is no replacement unit

Where we hold another unit of the same model and grade, a like-for-like swap is usually available. If it is not, you choose:

  • A different model of equal or higher value, with any difference in price refunded to you and never charged to you; or
  • A full refund of the amount on your invoice, paid by bank transfer or UPI to an account in the name on the order, within 7 working days of the unit clearing inspection. We will ask for the account details at that point — we do not hold them otherwise.

Because every order is cash on delivery, there is nothing to reverse on a card; the refund is a fresh outward payment from us to you. Rule 4(10) of the E-Commerce Rules requires refunds to be effected within a reasonable period — 7 working days is the period we commit to.

Cancelling an order

  • Before dispatch: cancel free, any time, for any reason. Email or call us, or use the Cancel button on the order in My Account. You have paid nothing at that stage anyway.
  • After dispatch, before delivery: tell us and we recall the parcel. Still free.
  • At the door: you may refuse the parcel and pay nothing. We would rather you told us first, because a refused COD parcel costs us the round trip — but you will never be charged for it, and we do not maintain a blacklist for a single refusal.
  • If we cancel — the unit failed a final check, or it sold in the shop before the courier collected it — you are told the same day, with the reason, and we charge you nothing. Rule 4(7) does not permit us to, and we would not anyway.

Repeatedly refusing parcels at the door is the one thing that can get an address restricted from cash on delivery. We will tell you before that happens.

After day 7

The replacement window closes but the 6-month warranty runs on. From day 8 to month 6, a functional failure is a warranty claim: repair first, then replacement or refund if we exceed 21 working days or if the same fault returns twice.

If you are not satisfied with the outcome

Escalate. The ladder, the named officer and the statutory clocks are on the Grievance Redressal page, and you can go to the National Consumer Helpline on 1915 at any point without asking us first.