Cancellation and Return Policy

1. Which situation applies to you

The resolution ladder. Where a reported issue is verified, Edify will first correct, rectify or repair it. Where that is not reasonably feasible, Edify will provide a suitable replacement. A refund arises only where the issue cannot reasonably be corrected, rectified or repaired and a suitable replacement cannot be provided, or where one of the specific refund grounds in section 9 applies.

2. Cancellation before dispatch

You may cancel an Order at any time before it is dispatched, through support@edify.club.

• Prepaid Orders. We refund the amount paid, less the payment gateway charges actually incurred by Edify on the transaction and not returned to Edify by the gateway. That deduction will not exceed Rs. 525 in any case, and where the actual gateway charge is lower, only the lower amount is deducted.
• Cash on Delivery Orders. The partial payment collected at the time of the Order is refunded in full, less the payment gateway charge actually incurred on that partial payment.
• Where Edify cancels before dispatch for any reason, you receive a full refund with no deduction.

3. Cancellation after dispatch

If you cancel after the Product has been dispatched, we recover the freight Edify has actually incurred, being forward freight and return freight, together with the gateway charge described above. The balance is refunded.

You must not refuse a delivery in order to effect a cancellation without first notifying us through support@edify.club, and you must not use the Product before returning it.

4. Cash on Delivery: partial payment and failed delivery

A partial payment is collected when a Cash on Delivery Order is placed. The amount is shown to you at checkout before you confirm the Order.

If a Cash on Delivery Order is refused at the door, or cannot be delivered because you are unavailable or your contact number is unreachable, and the Product is returned to origin, Edify retains from the partial payment the freight and handling it has actually incurred on that Order, being forward freight and return freight. The amount retained will not exceed Rs. 500. Any balance is refunded to you within the timeline in section 13.

Where the delivery fails for a reason not attributable to you, including a non-serviceable location, a misrouted shipment or a failure by our logistics partner, the partial payment is refunded in full with no deduction.

5. The Initial Product Acceptance Period

The 14 calendar days beginning on the Delivery Date are the Initial Product Acceptance Period. It exists so that you can inspect the Product, confirm that the Order has been fulfilled correctly, and report any delivery-related issue or any significant issue arising in early use.

This period is not a change-of-mind, trial or general return window. If the Product is as ordered and as described and is working correctly, and you simply no longer want it, the route available to you is the Buyback Programme.

6. What you can report during this period

• The wrong Product was delivered.
• The Product does not match the configuration or specification stated on the product detail page or the tax invoice.
• An accessory, component or included item is missing.
• The Product was damaged in transit.
• The Product is dead on arrival, or does not power on or function on first use.
• A significant functional issue has arisen in early use.
• The Product does not meet one or more criteria of the FQC.
• The Product does not substantially correspond to the description under which it was sold.

Report the issue through support@edify.club within the period, with the Order number and the evidence described below.

7. What we will ask you for

To verify a reported issue we may ask for photographs, a video of the fault, the error message displayed, images of the packaging, the serial number, the unboxing video if you have one, and reasonable cooperation with remote diagnosis. Your responsibilities during the Service Resolution Process are set out in the Warranty and Service Policy.

8. Conditions that apply to any return

• The Product must be returned complete, with all original packaging where you still have it, all accessories, the adapter and power cord, and any included items.
• The Product must be the same unit that was dispatched to you. We record the serial number of every unit at dispatch and verify it on receipt.
• The Product must not have been damaged while in your possession, beyond the condition reported.
• The Product must not have been repaired, opened, modified or upgraded by anyone other than Edify or an authorised service partner.
• Remove your personal data and sign out of all accounts before returning the Product. Deactivate any device lock, activation lock or BitLocker. A Product that cannot be accessed because a lock remains active cannot be assessed, and the Service Resolution Process cannot proceed until it is removed.
• Use protective packaging and follow the shipping instructions given to you. Section 11 explains who bears transit risk on a return.

9. When a refund is available

A refund is the final step of the resolution ladder in section 1. It is available in the following circumstances and is determined against these criteria, not against a customer’s stated preference.

• The wrong Product was delivered and the correct Product cannot be supplied.
• The Product does not match the configuration ordered and cannot be corrected or replaced.
• The Product is dead on arrival or fails within the Initial Product Acceptance Period, and cannot reasonably be repaired, and no suitable replacement is available.
• The Product does not substantially correspond to its description, and cannot be corrected or replaced.
• A verified Defect has been the subject of three completed repair attempts and remains unresolved, as described in section 10.
• Delivery has not occurred within the outer delivery commitment in the Shipping and Delivery Policy.

In every case the refund is calculated under section 13.

10. The three-repair trigger

Where the same verified Defect persists after three completed repair attempts, Edify will provide a replacement or, where a suitable replacement is not available, a refund. No further repair attempt will be required of you.

A repair attempt counts towards the three only where all of the following apply:

• the Defect was reported through support@edify.club;
• the Defect was verified by Edify’s Technical Assessment, and is the same Defect on each occasion;
• Edify carried out a repair action and returned the Product to you as repaired; and
• the Defect recurred after that return.

A report by you that the Product is not working, without verification by Technical Assessment, does not count as a repair attempt. Nor does a diagnostic visit at which no Defect was found, a fault later determined to be outside warranty, or a different Defect.

11. Returning the Product

• Authorisation first. Do not return a Product before a return has been authorised through support@edify.club. Unauthorised returns cannot be traced to an Order and will not be processed.
• Reverse pickup. Where your location is serviceable and pickup capacity is available, Edify will arrange collection. Reverse pickup depends on third-party courier networks and is not guaranteed.
• Authorised self-shipment. Where pickup is unavailable, repeatedly unsuccessful or cannot reasonably be arranged, we will ask you to ship the Product to our designated facility. Edify reimburses reasonable standard shipping charges on production of the shipping receipt and proof of payment. Reimbursement is made together with any refund, or within 14 business days where no refund is payable.
• Transit risk on a return. Where Edify arranges the pickup, Edify bears the risk in transit. Where you ship the Product on our instruction, Edify bears the risk in transit provided you have used protective packaging and followed the packing instructions given to you. You bear the risk of damage caused by inadequate packaging.

12. Receiving inspection and assessment

When a returned Product reaches our designated facility we carry out a receiving inspection, evaluate the condition of the Product and the items received, verify the reported issue, and complete the Technical Assessment. This is ordinarily completed within 1 to 3 business days of receipt.

• Receipt of a returned Product is not approval of a refund. Eligibility is confirmed after the assessment is complete.
• The assessment outcome is communicated to you in writing, with reasons, and identifies any missing item, physical damage or unauthorised modification found.
• Where damage attributable to you is found, the damage charge schedule applies and the applicable charge is deducted from any amount otherwise payable. We will tell you the amount and the reason before we deduct it.

13. Refunds: calculation, method and timing

Amount

• Verified Defect, wrong Product, not as described, or late delivery. The full amount paid is refunded. No depreciation, restocking charge or freight deduction applies.
• Cancellation. As calculated under sections 2, 3 or 4.
• Non-defective return. Under the Buyback Policy.

Method

Refunds are made to the original payment method. Where that is not possible, or for the cash component of a Cash on Delivery Order, the refund is made by bank transfer to the account details you provide.

Timing

Once a refund is approved, we send you a written refund approval. The date of that email is day zero. The refund is initiated and settled within 14 business days of day zero. The time taken for the credit to appear in your account after settlement depends on your bank or card issuer.

14. What does not create an entitlement

For the avoidance of doubt, none of the following, by itself, changes the applicable resolution or creates an entitlement to replacement or refund:

• A preference stated by you for a particular remedy.
• A refusal to proceed with a remedy that is available to you under this policy or the Warranty and Service Policy.
• Escalation of a service request. Escalation provides an additional review of how the request has been handled.
• A delay at an individual stage of the Service Resolution Process, including technician scheduling, reverse pickup, transit, assessment, parts availability or dispatch.
• Repeated contact about a service request.

This section does not affect your rights on late delivery, the refund grounds in section 9, the three-repair trigger in section 10, or any right that cannot lawfully be excluded.

15. Items that cannot be returned

• A Product that is no longer in the condition in which it was delivered, other than by reason of the reported Defect.
• A Product damaged by improper use or handling. Replaceable parts are dealt with in the damage charge schedule.
• A Product customised or personalised at your request.
• A Product from which the Edify quality label or serial reference has been removed, defaced or altered.
• Consumable items and software licences once activated, except where defective.

16. Effect of a refund

• The Service Resolution Process for that Product is complete.
• The warranty and any further service eligibility for that Product ends.
• Ownership of the returned Product remains with, or reverts to, Edify.
• Any extended warranty purchased for that Product is cancelled and the unused portion of the premium is refunded on a pro-rata basis.

17. Excessive or abusive use of this policy

We may decline to accept further Orders from, or limit the number of returns available to, a Customer who returns Products at a rate materially inconsistent with normal use, or who has submitted an altered, substituted or misdescribed Product on a return. We will tell you before we do so and give you an opportunity to respond.

18. Customer-induced damage charges

Where a Product returned under this policy, the Warranty and Service Policy or the Buyback Policy shows damage attributable to the Customer, the charge below is deducted from any amount otherwise payable. All amounts are in Indian Rupees and are inclusive of applicable taxes.

How these charges are applied

• A charge is applied only where the damage is identified in the Technical Assessment and is recorded with date-stamped photographs.
• We will tell you the charge, the part affected and the reason before it is deducted, and provide the photographs on request.
• Where a part is not listed but is applicable to the Product returned, the charge is the actual cost of the replacement part and labour, notified to you before deduction.
• The total of all charges will not exceed the amount otherwise payable to you. This schedule does not create a debt owed by you to Edify.
• These charges do not apply to a Product returned for a verified Defect, except in respect of separate damage attributable to you.