Rtel Return Policy
Quick and transparent return guidelines.
Hassle-free returns for your convenience.
Important Note — Policy Applicability:
Applies only to purchases made directly on the official RTEL website.
Not valid for products bought from distributors, dealers, retailers, offline stores, or e‑commerce marketplaces — even if authorized.
To request a return, customers must provide:
A valid invoice/order confirmation from the RTEL website
The original product with matching IMEI/Serial Number (if applicable)
RTEL will verify purchase details before approval. Requests not meeting these conditions will be rejected.
A return request can be raised in any of the following ways:
• Returns must be requested within the Return Window.
• Online: Log in to the official RTEL website, go to “My Orders,” and raise a return request against the relevant order.
• Phone: Call RTEL Customer Care and share the Order ID or Invoice Number to register the request.
• In person: Visit the nearest RTEL authorized distributor, retailer, or store for assistance.
What Happens Next:
• RTEL verifies the details and, once approved, arranges a doorstep pickup or shares the nearest drop-off point.
• The product is inspected through a quality check on receipt.
• Once the check is cleared, the customer receives a replacement or refund as applicable.
• RTEL reserves the right to decline any request that does not meet the conditions set out in this policy.
You may request a return within the period below, counted from the date of delivery or invoice (whichever applies):
| Product Category | Return Window | Condition Required | How to Request |
|---|---|---|---|
| Keypad / Feature Phones | 7 Days | Unused, undamaged, original packaging | Online |
| Accessories / Gadgets | 7 Days | Unused, seal intact, original packaging | Online |
Replacement:
If the product has a manufacturing defect, or was delivered damaged or incorrect, the customer is entitled to a free replacement of the same model, subject to availability. If the same model is out of stock, an equivalent model or a refund will be offered instead
Refund:
• Refunds are processed only after the returned product passes a quality check at RTEL's end.
• Once approved, the refund is credited to the customer's original payment method or bank account within 7–10 business days.
• For Cash on Delivery (COD) orders, refunds are not paid in cash — the amount is credited only to the customer's bank account.
• Shipping, handling, or convenience charges paid at the time of purchase are non-refundable, unless the return is due to an error on RTEL's part.
Order Cancellation Window: Customers may cancel their order before it is shipped from RTEL’s warehouse.
How to Cancel: Submit a cancellation request through the official RTEL website using your Order ID and registered email/phone number.
Refunds:
If cancelled before shipment, a full refund will be processed to the original payment method.
Once the order is shipped, cancellation is not allowed. Customers must follow the Return Policy instead.
Verification: RTEL reserves the right to verify order details before confirming cancellation.
Coverage: Orders from the official RTEL website are delivered to serviceable pin codes in India.
Dispatch: Usually within 2–3 business days of order confirmation.
Delivery Time: Standard delivery in 5–7 business days; remote areas may take longer.
Tracking: Customers receive a tracking ID via email/SMS once shipped.
Inspection: Check packaging on delivery; report any visible damage immediately.
Standard Shipping: Flat rate of ₹X per order (varies by pin code).
Free Shipping: Eligible on orders above ₹Y value.
Remote Areas: Additional charges may apply based on courier serviceability.
Non‑Refundable: Delivery charges are non‑refundable once the order is shipped.
RTEL Return Conditions:
- For a return to be accepted, the product must:
- Be unused and in the same condition as received (no damage).
- Be in original packaging with box, manual, warranty card, and all accessories.
- Have tags, labels, and seals intact.
- Match the IMEI/Serial Number on invoice and packaging.
- Be accompanied by a valid invoice/order confirmation.
- Show no misuse, unauthorized repair, software tampering, or liquid damage.
Items Not Eligible for Return:
- Purchases made offline or via third‑party channels (dealers, retailers, marketplaces).
- Products with broken seals, missing accessories, or missing packaging.
- Products with physical/cosmetic damage after delivery.
- Products with tampered/missing IMEI or labels.
- Products opened, repaired, or modified outside RTEL’s authorized service network.
- Products with liquid/moisture damage.
- Items bought under clearance, special discount, or “No Return” offers.
- Free gifts, combos, or promotional items once used/activated.
- Consumables like SIM cards, screen guards once opened.
