Return & Replacement Terms

Counsel must review this page before it takes effect. It describes how GFX's returns system actually behaves, which is what counsel needs in order to write the version that binds. Consumer rights in India are not something a marketplace can contract away, and where this page and the law disagree, the law wins.

The window

The return window is shown on every product page, before you buy. It is not the same for every category, so the page is the answer rather than this one.

As a guide: most categories open with a 3 day window from delivery, and sellers may extend it to 7 days on their own products. Some categories are longer. A few are not returnable at all for change of mind, and those say so plainly on the product page.

The window runs from the day the item is delivered. A request made inside the window stays valid even if it is decided after the window closes.

Change of mind versus something wrong

These are different, and the difference decides almost everything.

Something wrong with the order — the item arrived damaged, does not work, is not what you ordered, or is missing parts. This is always covered, in every category, including categories marked non-returnable. A non-returnable category means you cannot send it back because you changed your mind. It has never meant you keep a broken product.

Change of mind — you no longer want it, or you found it cheaper elsewhere. Covered where the category allows it, within the window, provided the item comes back in the condition it arrived in: unused, with every accessory, manual and free item, in its original packaging with seals intact.

Why electronics are replaced, not refunded

For most electronics on GFX, a faulty item inside the window is replaced with the same model. A refund follows only where the seller cannot supply a replacement.

This is deliberate and it is worth saying why. A marketplace that refunds any electronics item on request becomes a free rental service for cameras at weddings and laptops during exams, and the cost of that lands on sellers, who price for it, and then on every customer who was never going to do it. Replacement gets a working product to the person who wanted one, which is what they asked for.

You are not left with a broken product. If a replacement cannot be supplied, you get your money back. And a second failure on the same order refunds rather than replacing again — at that point it is a problem with the batch or the seller, and you have been patient enough.

The remedy is set when the claim is approved, from the category and what stock actually exists. It is not chosen by the customer, and it is not chosen by the seller either.

How a claim runs

1. You raise it from your order, inside the window, with the reason and — for anything physical — a photograph. The photograph is optional and it is the main evidence if the claim is ever disputed.
2. The seller responds within the time the platform gives them. A functional fault is confirmed before approval rather than assumed.
3. Approved — we book the reverse pickup. You do not arrange the courier and you do not pay for it on a covered claim.
4. The item comes back and is checked. Condition, completeness, and the serial number against what was dispatched.
5. Replacement dispatched, or refund issued.

Rejected claims come with a reason, in writing, in words. Not a code. If you disagree, escalate it — GFX decides, not the seller.

Serial numbers

Where a product carries a serial number, we record it at dispatch and tie it to your order. A returned unit whose serial does not match what was sent holds the refund and opens a review. It does not reject the claim automatically, because serials get mistyped and a wrong accusation costs more than a slow refund.

This is the same record that backs your warranty claim years later, and it is why we bother.

Who pays for the return

Damaged, faulty, wrong item, missing parts	GFX arranges and pays for the return
Change of mind	[FILL IN: confirm with counsel — who bears reverse shipping]
Item returned not as described — used, incomplete, damaged by you	Claim fails; the item is sent back to you

Refunds

Where a refund is due it goes to the original payment method.

Refund issued after the return passes inspection	[FILL IN: working days]
Money actually in your account	Depends on your bank or card issuer, typically a few days more
Delivery charge	Refunded when the whole order is returned

Full detail is in the Cancellation & Refund Policy.

What is not covered

• Damage caused after delivery — drops, liquid, unauthorised repair, use outside what the product is for
• Normal wear, and consumables that have been consumed
• Software, licences and activation keys, which are not sold on GFX at all — see Restricted Products
• A claim raised after the window has closed, where nothing prevented you raising it in time

Manufacturer warranty is separate from this page and lasts longer. When the return window has closed, a manufacturing fault is a warranty claim with the brand or its service centre. Your purchase record in the Warranty & Authenticity Vault is what proves what you bought and when, and you do not need the invoice.

Parallel imports

Where a listing discloses that the India manufacturer warranty does not apply, this page still covers you for the return window — a faulty parallel import is faulty. What does not apply is the manufacturer's warranty afterwards. A listing that failed to disclose this is the seller's problem, not yours, and we resolve it in your favour.

Sellers

Your obligations under this page are in the Seller Agreement, and how a return reverses the money is in Fee & Payout Terms. In short: a return inside the hold period reverses every fee on that order. You are never left paying commission on a sale that came back.