Xiaomi India — Replacement policy

Website:

www.mi.com/in/index.html

Received a defective case for redmi note 3 on 30-6-16
order id [protected] date 27-6-16
it was delivered at my home and i opened it after reaching home at 9.30pm
the packaging was fine but the case was bent at two spots.
so i placed it back in the packaging and called the customer support next morning but failed to connect after several tries. so i contacted the customer care via online chat. the support executive asked me to send the snapshots of the packaging, the product so that they will review the product and initiate a replacement. no mention of the replacement policy whatsoever.
so i opened the replacement faq page

http://www.mi.com/in/service/replacefaq/

"A replacement request is made within 10 (ten) days of receipt of the delivery of the order"

so i mailed the packaging and defective product photos on 5 july i.e. after 5 days.
in response they say i had to mail them within 24hrs after i received the defective product despite the fact that it is not mentioned anywhere on the website neither the support executive told me when i first contacted them within the 24hr time frame.

also the case which i ordered was listed as hard case which is a total lie as the case i received was a soft case easily bendable. to which the replied that it is written like that only. they wont refund but only replace the product.