Refund policy

Return and Refund Policy

Last updated: October 12, 2026

At Mentor Infocomm India Pvt. Ltd., we aim to provide reliable IT products and a smooth shopping experience. This policy explains the conditions for returns, cancellations, replacements, and refunds for purchases made through our website.

Returns

Customers may request a return within 7 calendar days from the date of delivery, subject to the conditions outlined below and applicable laws.

For change-of-mind returns, the product must meet the following conditions:

  • The product must be unused, uninstalled, and unactivated.

  • The product must be in its original condition, with all accessories, manuals, cables, tags, and included components.

  • The original packaging, including protective materials, must be retained wherever applicable.

  • The customer must provide the order number or valid proof of purchase.

  • The return must be approved by our team before the product is shipped back.

Products that have been used, installed, activated, modified, or damaged after delivery may not qualify for change-of-mind returns, subject to applicable consumer protection laws.

Damaged, Defective, or Incorrect Products

If a product arrives damaged during shipping, defective, incomplete, or different from the item ordered, contact us as soon as possible, preferably within 48 hours of delivery.

Please provide:

  • Your order number and product details.

  • Clear photographs or videos of the product, packaging, and visible damage, where possible.

  • A description of the issue.

  • Shipping packaging and labels, if available.

Please retain the product and packaging until our team provides further instructions.

After reviewing the claim, we will advise you on the appropriate resolution, which may include repair, replacement, return, or refund, depending on the circumstances and applicable law.

The 48-hour reporting request helps us investigate shipping damage promptly and does not remove any statutory rights you may have.

How to Start a Return

To request a return:

  • Email sales@mentorinfocomm.in within 7 calendar days of receiving the product.

  • Include your order number, product name, and reason for the return.

  • Attach photographs or videos if reporting damage, defects, or an incorrect product.

  • Wait for our confirmation and return shipping instructions before dispatching the product.

Products returned without prior coordination may take longer to process. Please do not send products to an address without receiving return instructions.

Return Shipping Costs

For approved change-of-mind returns, the customer is responsible for return shipping costs unless otherwise agreed or required by applicable law.

For products confirmed to have arrived damaged, defective, or incorrect, Mentor Infocomm will coordinate an appropriate return or collection arrangement and bear applicable return shipping costs where required by law or agreed as part of the resolution.

Customers should use suitable packaging to protect the product during return transit.

Exchanges and Replacements

Customers may contact us to request an exchange or replacement for an eligible product.

Approval depends on the product's condition, availability, the reason for the request, and applicable law.

If the same product is unavailable, our team will discuss suitable alternatives or another legally appropriate resolution with the customer.

Refunds

Refunds will be initiated only after the returned product has been received and inspected, except where applicable law requires otherwise.

Once a refund is approved:

  • The refund will generally be processed to the original payment method.

  • Any refund amount and applicable deductions, if legally permitted, will be communicated to the customer.

  • Banks and payment providers may require additional time to credit the amount.

  • We will notify you if additional information is required or if a request cannot be approved, explaining the reason where applicable.

Return receipt and inspection do not automatically guarantee a refund for a change-of-mind request. However, this condition does not limit customers' rights concerning defective, damaged, misrepresented, incorrectly supplied, or non-delivered products under applicable law.

Order Cancellations

Customers may request cancellation by contacting sales@mentorinfocomm.in as soon as possible.

Cancellation requests are subject to the order's processing and dispatch status.

  • Orders not yet processed or dispatched may be eligible for cancellation.

  • Orders already dispatched may need to follow the applicable return procedure.

  • If an eligible prepaid order is cancelled and a refund is approved, the refund will be processed in accordance with applicable law and payment-provider timelines.

We cannot guarantee cancellation once an order has been dispatched or handed over to the shipping carrier.

Delivery Issues and Missing Items

If your order has not arrived within the estimated or agreed delivery timeframe, or if an item is missing from your shipment, contact us with your order details.

Our team will review the shipment and coordinate with the delivery partner where necessary.

Any resolution will be handled in accordance with the order terms and applicable law.

Non-Returnable Products and Exceptions

Certain products may not qualify for change-of-mind returns where the exclusion is clearly communicated before purchase and is permitted by applicable law. Examples may include:

  • Software licences, digital products, or activated subscriptions.

  • Products that have been installed, configured, or activated.

  • Products with missing accessories, components, or original packaging, where these are necessary for an eligible return.

  • Products damaged after delivery due to misuse, mishandling, unauthorised modification, or improper installation.

These exclusions do not remove any rights customers may have regarding defective, damaged, misrepresented, incorrectly supplied, or non-delivered products under applicable law.

For product-specific return restrictions, please review the product listing before purchasing or contact our team for clarification.

Warranty Claims

Manufacturer warranties may apply to eligible products according to the relevant manufacturer's terms.

Warranty claims are separate from change-of-mind returns and may require inspection, troubleshooting, or service by an authorised service centre.

Contact us for guidance on warranty support. This policy does not replace or reduce any rights available under applicable law.

Refund Processing Time

After a refund is approved, processing will begin through the applicable payment method. The time required for the amount to appear in your account depends on the bank, payment gateway, or payment provider.

If the refund has not appeared within the timeframe communicated by our team or payment provider, contact us with your order number.

Changes to This Policy

Mentor Infocomm India Pvt. Ltd. may update this policy when necessary. The latest version and its effective date will be published on our website.

Changes will not override rights or obligations that apply to an order under applicable law.

Contact Us

For return requests, cancellations, refunds, exchanges, warranty guidance, or delivery issues, contact:

Mentor Infocomm India Pvt. Ltd.

Email: sales@mentorinfocomm.in

Website: www.mentorinfocomm.com

Phone: 95002 39830

Please include your order number in all order-related communications to help us assist you efficiently.