Special Water Damage-Replacement Policy
"Standard guaranty does not cover liquid or water damage. However, RTEL offers a Special Water Damage Replacement Policy exclusively for RTEL Keypad / Feature Phones, subject to the terms below."
• Applicability: This policy applies only to RTEL Keypad / Feature Phones. Smartphones and other product categories are not covered under this policy.
• Reporting Window: The water-damage incident must be reported within 12 months from the original date of purchase.
• Proof Required: The customer must present the original Purchase Invoice / Bill for inspection and claim verification.
• Replacement Cost: Once the claim is approved, the customer may obtain one (1) replacement handset by paying 40% + GST of the Product MRP. The replacement is issued only after this payment is received.
• One-Time Benefit: This benefit is available only once against the original handset purchased.
• Remaining Coverage: The replacement handset carries only the remaining guaranty period of the original handset. The guaranty period does not restart, renew, or extend from the date of replacement.
This Policy Does Not Apply If:
• The Purchase Invoice / Bill is unavailable, altered, or found to be invalid.
• The handset's IMEI / Serial Number is missing, damaged, or tampered with.
• The handset has been repaired, modified, or opened by any unauthorized person or service center.
• The claim is found to be fraudulent or based on false information.
How to Claim:
• Call RTEL Customer Care or use call-register / call-lock support to report the issue.
• Customer Care will guide the customer through the replacement process, or the customer may visit the nearest RTEL authorized distributor, retailer, shop, or store.
Payment Policy:
• The applicable 40% + GST of the Product MRP must be paid through the mode advised by RTEL Customer Care or the authorized distributor / retailer — online payment link, UPI, or cash at the store.
• The replacement handset is issued only after full payment is received and confirmed.
• The customer must retain a valid payment receipt or confirmation for future reference.
• Once paid and the replacement handset is issued, the payment is non-refundable.
• For Cash on Delivery (COD) orders, if the order is returned or cancelled, the refund is not paid back in cash; it is credited only to the customer's bank account.
