[Resolved]  Flipkart — denied exchange of old mobile despite the fact that the mobile was in ok condition.

Address:	New Delhi, Delhi, 110019
Website:	www.flipkart.com

Hi,

I have placed an order on Flipkart order No. OD[protected] on 17th July, 2018 with the exchange of an old mobile. I was denied the delivery of the product because the delivery agent rejected my exchange giving the reason that my phone had scratches despite that the policy of exchange at Flipkart only rejects phones when it has cracks on screen and body. I had fully paid for the product and now My card is blocked with my order amount for which I have no information to when I will be refunded.

I am also pasting the policy of Flipkart below:

By participating in the exchange, I confirm that I am the sole and absolute owner and/or user of the product mentioned above (device).

I understand that the following checks will be conducted by the wishmaster who will be delivering the new device and picking up the old device:

Brand and model of the old device matches the declaration provided by me in the Flipkart Website at the time of purchase of the new device.

The phone switches on and should be in switch on mode for a minimum of 30 seconds without connecting to the charger.

The IMEI of the old device, provided by me in the Flipkart website at the time of purchase of the new device, is correct and there is no mismatch.

There should not be any cracks on the body of the phone or on the screen. The screen should be intact and buttons should not be missing or damaged. The display should not have any spots or dead pixels.

Battery should be seated properly and should not be swollen.

The screen lock should be disabled (all forms of screen lock viz; pattern, pin, password, fingerprint, face recognition, smart lock, etc. needs to be deactivated).

For Apple iPhones, i-Cloud account should be unlocked.

I understand that in the event the device is not working or the delivery executive is not able to do an iCloud unlock check or screen lock check / IMEI check due to a phone being 'factory reset or if there is any mismatch in the information provided by me regarding the device, then the exchange offer will be cancelled and the wishmaster will neither hand over the new device to me nor take the old device. Any amount paid at the time of purchase of the new device will be refunded as per the refund policy of Flipkart, subject to deduction of pickup charges as provided below.

I confirm that device which I am exchanging under the exchange/ buy back program is genuine and is not counterfeit, free from any and all encumbrances, liens, attachments, disputes, legal flaws, exchange or any agreement of sale etc. and I have got the clear ownership of the said device.

No accessories (earphones, charger etc.) will be collected at the time of collecting the old device.

No documents (bills, warranty card etc.) of old device will be collected during collection of the old device.

I understand that the price quoted for the old device at the time of checkout is the final price offered by the retailer for the old device. The final price will be inclusive of all discounts and other offers available on the product exchange program.

I understand that the old device is being bought by the retailer from whom I am purchasing the new device solely in exchange for the purchase of the new device from the retailer. There is no other consideration due from the retailer or Flipkart to me for availing the exchange program.

I understand that for old devices which are Windows, iOS devices and previous versions of Android, or, where the exchange program is being availed from the Flipkart.com Website or Flipkart Mobile Website, I will receive a flat rate as the value of the old device depending on the brand, model and the result of the check conducted by the wishmaster.

I understand that for certain select devices which are running on the latest version of Android Operating System, there is a program for real-time condition assessment which may provide me a higher exchange value for my old device. The following terms and conditions will apply for the condition assessment of the old device:

a. The old device should be running on the latest version of the Android Operating System.

b. The old device should be accessing the Exchange program through the latest version of the Flipkart App.

c. The entire online quality check will have to be completed on the old device and no test should be skipped.

d. Flipkart has the complete and sole discretion to provide a higher rate or apply the same rate for the exchange of the old device once the condition assessment is completed.

e. I understand that agreeing to the condition assessment program will allow Flipkart and its third-party service providers to access my device, solely in relation to conducting the assessment of the quality parameters of my device. In the event my device is eligible for condition assessment, I hereby agree to Flipkart and its service providers accessing my device for the purposes of conducting the condition assessment.

I agree to indemnify and keep indemnifying Flipkart, the retailer and any future buyer of the device against all or any third-party claims, demands, costs, expenses including attorney fees which may be suffered, incurred, undergone or sustained by Flipkart, its affiliates, the retailer or any future buyer due to usage of the device by me till date.

I confirm that all the data in the said device will be erased by me before handing it over under the exchange program. I also confirm that in spite of erasing the data manually/electronically, if any data is still accessible due any technical reason, Flipkart or the retailer shall not be responsible for the same and I will not approach Flipkart.com or the retailer for any retrieval of the data.

I hereby give my consent that my personal information that I have provided in connection with this exchange program might be processed, transferred and retained by the retailer and other entities involved in managing the program for the purposes of validating the information that I provided herein and for the administration of the program.

I understand once a device is sent by me to Flipkart, in no scenario will this device be returned back to me.

I understand that different yields will be provided for different devices.

I understand that the new device delivery and the old device pickup will happen simultaneously (hand in hand) and I shall keep the old device ready to be given for exchange.

In relation to shipping charges of old device I understand that I will have to pay pickup charges towards shipping charges of old device as mentioned in the checkout page. The pickup charges will be over and above the exchange value of the old device. I understand and agree that in the event that the exchange offer is cancelled as a result of the old device failing any of the checks for the product exchange program mentioned in this Terms and Conditions - the refund of any payment made will be after deducting the pickup charges.