Our commitment to you
We stand behind every product we sell. If something arrives damaged or defective, we'll make it right — quickly, without hassle.
1. Dead-on-Arrival (DOA) Replacement
If your product is defective or non-functional upon delivery, you are eligible for a replacement within 7 days of the delivery date.
How to raise a DOA claim
- Contact us within 7 days of delivery via WhatsApp (+91 97118 34353) or email (marketing@itly.co.in)
- Share your order ID and a short video/photos showing the defect
- Our team will verify and arrange pickup + replacement within 2–5 business days
DOA eligibility
- Product must be in original packaging with all accessories and invoice
- Defect must be manufacturing/transit-related — not physical damage caused after delivery
- Serial number must match what was invoiced
2. Manufacturer Warranty
Warranty, where applicable, is according to the manufacturer and product terms (periods vary by brand and model). Warranty service may be handled by the brand's authorised service centres.
GST invoices are issued on eligible completed orders and may be required as proof of purchase for warranty claims.
Common warranty periods
- Laptops & Desktops: 1–3 years (varies by brand/model)
- Printers: 1 year
- CCTV & Networking: 1–3 years
- RAM, SSD, Storage: 3–5 years (varies by brand)
- UPS & Power: 1–2 years
3. Change of Mind Returns
We do not accept returns for change of mind on opened/unsealed IT hardware, as these are B2B-sourced goods procured specifically per order.
For unopened, sealed products: contact us within 48 hours of delivery. Return is subject to a restocking fee of up to 10% and must be approved by our team before shipping the product back.
4. Refund Process
Approved refunds are processed within 5–10 business days to the original payment method (bank transfer, UPI, or cheque for offline orders).
- Online payments (Razorpay): refunded to original card/UPI/bank within 5–7 business days
- Bank transfer orders: refunded via NEFT/IMPS to the account provided
- GST credit notes are issued where applicable for B2B customers
5. Exclusions
- Products with physical damage caused after delivery
- Items with broken seals or missing accessories (unless DOA)
- Software, licences, and digital products (non-returnable)
- Custom-configured or special-order items (unless DOA)
- Products not purchased from ITLY directly
6. Contact for Returns
For any return or refund query, reach out to us directly: