Return & Replacement Policy

MacWala.com Pvt. Ltd. is committed to providing customers with genuine and quality products. We carefully inspect and pack products before dispatch. However, in certain circumstances, a product may be delivered damaged, defective, incomplete, or different from the product ordered.

This Return & Replacement Policy explains the conditions and process for requesting a return or replacement.

1. Damaged, Defective or Incorrect Products

If you receive a product that is damaged, defective, incomplete, or different from the product ordered, please contact MacWala Customer Support within 24 hours of delivery.

Customers are advised not to use, activate, install, register, or modify the product until the issue has been reported and instructions have been received from MacWala.

After receiving the complaint, MacWala may verify the issue through photographs, videos, serial numbers, product inspection, or other information before approving a return or replacement.

2. Unboxing Video

A clear and uninterrupted unboxing video is strongly recommended and may be required for claims relating to:

• Physical damage
• Missing items or accessories
• Wrong product
• Damaged packaging
• Product mismatch
• Transit-related damage

The video should clearly show:

• The sealed package
• Shipping label
• Complete opening of the package
• Product and accessories
• Condition of the product immediately after opening

The unboxing should preferably be recorded in a single continuous video without cuts or edits.

Claims without sufficient evidence may require additional verification before a return or replacement can be approved.

3. Conditions for Return

A product may be eligible for return or replacement only if:

• The request is reported within the applicable time period.
• The product is unused, wherever applicable.
• The product is in its original condition.
• Original packaging is available.
• All accessories, manuals, cables, documents, labels, and other supplied items are included.
• The original invoice/order details are available.
• The product serial number matches the product supplied by MacWala.
• The product has not been physically damaged, modified, tampered with, or repaired by an unauthorized person.

4. Replacement Process

If the product is found to be eligible for replacement, MacWala may arrange a replacement subject to:

• Product availability
• Manufacturer policies
• Verification of the reported issue
• Inspection of the returned product, where applicable

Replacement will generally be processed after the returned product has been received and inspected.

If the exact same product is unavailable, MacWala may offer an alternative resolution, including a refund or another suitable option, subject to the applicable terms.

5. Manufacturer Warranty Products

Certain products may be covered directly by the manufacturer’s warranty.

For such products, warranty claims may need to be handled through the manufacturer’s authorized service network.

MacWala may assist customers in coordinating or guiding them through the applicable warranty process.

Manufacturer warranty terms, exclusions, service procedures, and timelines may apply.

6. Products Not Eligible for Return or Replacement

The following may not be eligible for return or replacement:

• Products damaged after delivery due to customer handling
• Products with liquid damage
• Products with physical damage caused after delivery
• Products that have been opened, modified, repaired, or tampered with by an unauthorized person
• Products with missing accessories or packaging
• Products with altered or damaged serial numbers
• Customized or specially configured products
• Special-order products
• Products specifically procured for a customer
• Activated software or digital products
• Products with manufacturer-specific return restrictions
• Products damaged due to improper installation or use
• Products that do not meet the applicable manufacturer’s warranty or return conditions

7. Exchange of Product

Product exchange is subject to product availability and applicable return conditions.

An exchange is not guaranteed for every product or situation. MacWala will determine the applicable resolution after reviewing the order, product condition, and nature of the complaint.

8. Return Shipping

Where a return is approved because the product was supplied incorrectly or was confirmed to be damaged or defective before customer use, MacWala may arrange or provide instructions for the return shipment.

For other return requests, shipping or transportation charges may be applicable depending on the product, order, and circumstances.

9. Refund Instead of Replacement

Where replacement is not possible due to product availability, manufacturer restrictions, or other applicable circumstances, MacWala may provide a refund where the customer is eligible for one.

Refunds will generally be processed to the original payment method and may be subject to applicable payment gateway, bank, EMI, or financial institution processing timelines.

10. How to Request a Return or Replacement

To request a return or replacement, please contact MacWala Customer Support and provide:

• Order number
• Customer name
• Registered mobile number
• Product name/model
• Product serial number
• Date of delivery
• Description of the issue
• Photographs/videos, where applicable
• Copy of invoice/order confirmation

MacWala may request additional information or arrange a product inspection before approving the return or replacement.

MacWala Customer Support

Website: www.macwala.com

Sales & Product Enquiries: 9004009634

Demo & Installations: 7738584949

Repair & Warranty: 7304088356

MacWala reserves the right to verify the condition of the product and the circumstances of the complaint before approving any return, replacement, exchange, or refund.

Last Updated: 28 September 2026