Refund Policy

Last updated: May 2025

This Refund Policy sets out the conditions under which Telyfsa accepts product returns and processes refunds for enterprise IT hardware and digital services. We are committed to fair and transparent resolution of all claims. Please read this policy carefully before placing an order or engaging our services. By confirming an order or project, you agree to the terms described below.

1. Hardware Products

Dead on Arrival (DOA)

If a hardware product is received in a non-functional state or fails within 48 hours of delivery under normal operating conditions, it qualifies for a DOA claim. To initiate a claim, contact us within 48 hours of receipt at [email protected] or via WhatsApp at +91 74001 80696. You will be asked to provide photographic or video evidence of the defect and the product's serial number and packaging condition.

Upon verification, Telyfsa will arrange collection of the faulty unit at our cost and, at your election, either dispatch a replacement unit or issue a full refund. Replacement units are subject to stock availability. Refunds for verified DOA claims are processed within 7 to 10 business days of collection and confirmation.

Incorrect Items Received

If the product delivered does not match the model, specification, or quantity confirmed in your written order acknowledgement, contact us within 48 hours of delivery. We will arrange the return of the incorrect item at no cost to you and dispatch the correct item as promptly as available stock allows. If the correct item cannot be sourced within an agreed timeframe, a full refund will be issued.

Transit Damage

Damage that occurs during shipping must be reported within 48 hours of delivery, as set out in our Shipping Policy. Retain all original packaging and document the damage with photographs before opening further. We will manage the carrier claim and arrange replacement or credit once the claim is accepted.

Restocking and Non-Defective Returns

Telyfsa sources all hardware specifically to each confirmed order. We do not accept returns for change of mind, ordering errors, or specification changes once goods have been dispatched. In exceptional cases where a return is agreed at our discretion, a restocking fee of 5% to 10% of the product value will apply, plus all associated outbound and return freight costs. No restocking fee applies to returns resulting from our error (DOA, incorrect item, or transit damage).

Manufacturer Warranty Claims

Beyond the 48-hour DOA window, all hardware is covered by the standard manufacturer warranty applicable to the product and region. Telyfsa will liaise with the manufacturer or supply partner on your behalf to facilitate warranty claims and repairs. We are not the manufacturer and cannot guarantee warranty outcomes, but we will advocate actively on your behalf throughout the process.

2. Digital Services

Cancellation Prior to Project Commencement

If you cancel a confirmed digital service engagement before any work has begun, you are entitled to a full refund of any upfront payment made. Written notice of cancellation must be sent to [email protected]. Refunds will be processed within 10 business days of receipt of the cancellation notice.

Cancellation After Commencement

If a project is cancelled after work has commenced, Telyfsa will invoice for work completed to the date of cancellation, calculated on a pro-rata basis against the agreed project value. Any amount paid in excess of work completed will be refunded within 14 business days. A detailed breakdown of work completed will be provided upon request.

Disputes on Delivered Work

If you are dissatisfied with a completed and delivered project milestone or final deliverable, you must raise the concern in writing within 7 calendar days of delivery. We will review the concern against the agreed project scope and make reasonable revisions at no additional cost where the deliverable falls short of the documented brief. Refunds are not available for work that has been delivered in accordance with the agreed scope.

3. Refused or Returned Shipments

Shipments refused at delivery or returned due to customer error (incorrect address, customs refusal due to customer-side non-compliance, or extended non-collection) will be subject to all return freight costs and applicable restocking fees. Any partial refund will reflect the original invoice value less these deductions.

4. Refund Processing Timelines

• DOA hardware refunds: 7 to 10 business days after collection and verification
• Pre-commencement service cancellations: 10 business days from written notice
• Post-commencement service cancellations: 14 business days from agreement on billable work
• Bank transfer / SWIFT refunds: Allow an additional 2 to 5 business days for clearing

All refunds are issued via the original payment method unless agreed otherwise in writing.

5. How to Initiate a Claim

All return and refund requests must be submitted in writing with the following details:

• Your order reference number
• A description of the issue
• Supporting evidence (photographs, video, or written explanation as applicable)
• Your preferred resolution: replacement or refund

Send your claim to [email protected] or contact us via WhatsApp at +91 74001 80696. We aim to acknowledge all claims within one business day and provide a resolution path within 3 business days.