Refund and Returns Policy

Standard Operating Procedure:

1. Overview and Objectives

Objective of the guidelines is to ensure fulfillment of refund to eligible customer.

(ii) In order to use/ access the Services of the Dgiteck website, the User shall be required to download the mobile websitelication ‘Dgiteck’ from the mobile websitelication stores like websitele’s website Store or Android’s Google Play Store. Further, the User is required to create and register an Account on the Dgiteck website by providing certain information including mobile number, email address, and date of birth etc. which in turn is required to be confirmed/ verified/ validated and is further retained by the Dgiteck being the operator of the Dgiteck website to enable the User to access the Services of the Dgiteck website.

2. Scope and websitelicability

This SOP is websitelicable to refund request received through web based channels as well as direct request made by the customer. The SoP regarding all the sellers will follow as stated in the individual Seller agreement.

3. General Condition for Refund

Refund requests are allowed and accepted when confirmation received from Vendor Company on products delivery status or services not rendered for the orders placed or for products returned to the Vendor’s mentioned address or Service Subscription Cancellation request received.

4. Refund Procedure

When customer sends request to dgiteck
- All refund request for purchases made on dgiteck website, the customer will send the cancellation and refund request mail to dgiteck Support email id (support@dgiteck.com).

Up on the delivery status, dgiteck team will:

Process the refund immediately if the delivery status is ‘Not Delivered’, ‘In Transit’ and ‘Product Returned and Re-marketable’
If the delivery status is in Return to Vendor/Origin (RTV or RTO), Team dgiteck will await the confirmation of the receipt of the product and condition from the Seller team.
Seller Team to update the status within 7 working days. If the product is not received yet, an escalation is to be raised.
In case of Product not received by the Seller or Product not in the Re-Marketable condition, Seller has the right to reject the Order Cancellation and Refund. In such cases, Seller needs to provide the product condition proof.
The same shall be updated in the dgiteck Admin system with an email confirmation to the Seller team and to the customer.

In case of Partial Refund, Seller has to inform dgiteck team in case of any deduction to be made out of Refund Amount. The dgiteck Support Team will confirm the same with Customer and process refund. In case of any disparity the same will escalated to Seller support management team for further action. (TAT to be 5 working days).)

On receiving the above confirmations dgiteck team will process the refund and simultaneously update the dgiteck Admin Panel / Email.

Refund shall be processed via the same mode of payment as done by the customer.

When Customer send the Refund request to Seller directly

Seller to send respective refund email to dgiteck Team immediately once the request is received.
dgiteck Team to check the case and process the refunds through the same mode of payment
dgiteck Team will update the dgiteck Admin Panel or any common system with the refund details and the Refund ID
dgiteck Finance Team to update the ARN No. for the refund cases and send it to the Seller on timely intervals

For Disputes, Charge Backs and Legal Escalations

In case of any Disputes/Charge back raised by dgiteck Payment Gateway, dgiteck team to intimate the seller (to allocate any specific person). Seller to revert back within 24 hours with Invoice copy, POD copy, Delivery status and PAN card of customer and Card Holder
In case of legal escalation, Seller Support Team has to update/websiterove dgiteck team within 4 working hours. If not Escalation matrix to be followed (To be discussed with Seller)
dgiteck Team will update the dgiteck Admin Panel or any common system with the refund details and the Refund ID
dgiteck Finance Team to update the ARN No. for the refund cases and send it to the Seller on timely intervals

For Change of Product and Incomplete Orders

In case the customer does not complete the order (aborting the order submission process or aborting transaction via Split Payments), in such cases dgiteck Team will process the refund of that transaction back to the same mode of payment. This will also be automated in time to come. Transaction Processing charges may websitely for deductions during such refunds.
In case the customer wants a Change of Product: In such cases, the customer needs to websitely for a Order Cancellation and normal refund procedure will be followed and the customer can place a fresh order for the new product that they want to purchase, via a new payment at the Payment Gateway.

For any other queries, Kindly email us at support@dgiteck.com and we will get back to you. Keep dgiteck!