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Reliance Retail Limited (RRL) Policy

Cancellation, Returns and Refunds Policy

1. Who is RRL?

1.1 Reliance Retail Limited, a company incorporated under the laws of India, having its registered office at 3rd Floor, Court House, Lokmanya Tilak Marg, Dhobi Talao, Mumbai 400002, Maharashtra (“RRL”) is a retail company which offers through ecommerce, including the website of‘Platform”), the sale and purchase of telecommunication products including handsets, accessories, WIFI and other related products ("Products") by users ("Users"). RRL is the seller of the products and assumes all rights and liabilities associated with the sale of the Product and the User buying the RRL Products, subject to Product warranty terms and conditions, shall have recourse only with the RRL.

2. What is this Cancellation, Return and Refund Policy?

2.1. The return and refund Policy (“Return and Refund Policy”), together with the terms of use, sets out RRL’s procedures and policies in accepting Product returns that has been delivered to a User. Any return of Products by Users shall be additionally subject to the terms and conditions set out under the Return and Refund Policy of the relevant Product.

2.2. The Users are required to peruse and understand the terms of the Return and Refund Policy of the relevant Product. If you do not agree to the terms contained in this Return and Refund Policy, you are advised not to accept the Terms of Use and may forthwith stop using the Platform for purchase. The terms contained in this Return and Refund Policy shall be accepted without modification and you agree to be bound by the terms contained herein by initiating a request for purchase of Product(s) on the Platforms.

3. Terms of Cancellation, Return and Refund

Product Category

Return Period

Products Mobile Phones As per respective Brand / Product Policy
JioFi device 7 days from the date of delivery – only if there are any malfunction issues.


3.1. A User is permitted to fully or partially cancel orders prior to order being invoiced by RRL. The User need to make it sure that the cancellation of the order is done before the invoicing of the Products. Once the Product is invoiced then the User will not be in position to cancel the order. For the eligible cancelation of the order the User should immediately contact the customer care and seek the confirmation of cancellation of the order. User can find Customer Care number(s) by using “Contact Us” option on website “”. In all events of cancellation, prior to the invoice generation of the purchased Products, RRL shall initiate refunds within 2 (two) business days from the date on which the cancellation from User got registered. The refund will reflect in the User’s bank account within such reasonable time (subject to the policies of the User’s bank in case of bank account/credit card refunds) from the date on which RRL initiates the refund. All refunds, shall be subject to applicable charges as may be deducted by the User’s bank. The RRL may of its own reserve the rights to cancel any order for the reasons stated below

3.1.1 Inadequate inventory

3.1.2 Inaccuracies or errors in product or pricing information

3.1.3 For any other reasons at the discretion of RRL.

The payment charged for any Products that are cancelled by RRL shall be refunded into the User account using the same payment channel used by the User as provided in clause 3.1.

3.2 For Mobile Phones:

For any issues with Mobile Phones, please contact respective Brand’s Customer Service team


If any issue

Customer Care No.

LYF Pls visit nearby Brand Service Center Click Here 1800-890-9999
Samsung Pls visit nearby Brand Service Center Click Here 1800-40-7267864
Oppo Pls visit nearby Brand Service Center Click Here 1800-103-2777
Vivo Pls visit nearby Brand Service Center Click Here 1800-102-3388
Gionee Pls visit nearby Brand Service Center Click Here 1800-208-1166


3.3 JioFi Device(s)

3.3.1 Under this return policy, no refund would be initiated for return of JioFi device(s). The User will be entitled only for either replacement or repair of the JioFi device as per the policy of the RRL mentioned herein.

3.3.2 In case of defective product received, User will have to contact Device Care toll free number 1800-890-9999 within 7 days from the date of delivery / invoice of JioFi and Device care team shall support the User through telephonic call to resolve the defect. In case the defect still remains, Device care team shall direct the User to visit the nearest Jio Centre. The Jio Centre shall validate the JioFi device for defect and if the JioFi device is found to be defective, replacement or repair of the JioFi device shall be provided to the User on case to case basis by RRL.

3.3.3 Post 7 days from the delivery / receipt of JioFi, the warranty condition shall apply.

3.3.4 Exceptional scenarios (if any) will be handled on a case to case basis by Reliance DX Mini, Reliance digital Stores.

3.3.5 The decision of the company for repair or replacement of the JioFi device shall be final.

3.3.6 The return policy for JioFi shall apply for all delivery options given in Clause No. 4.1 below.

3.3.7 Disputes if any will be subject to jurisdiction of courts in Mumbai.

4. Shipping Policy

The Shipping Charges are as follows,


Delivery charges (Rs.)

Device Home Delivery (other than RRL / Jio Stores)

Rs 99/-

Device + SIM Home Delivery (other than RRL / Jio Stores)

Rs. 99/-

Collection by customer from RRL / Jio Stores

No delivery charges


A. The shipping charges are subject to change without any advance notice:-

4.2. What is the estimated delivery time?

Device Home Delivery option : The Products will be delivered within 3 – 5 Business days from the date of acceptance of order by RRL and subject to availability of certain products as notified by RRL time to time. Business days exclude public holidays & Sundays and force majeure events including labour strikes.

For Device + SIM Home Delivery Option (Select Localities): Product + SIM Delivery can be scheduled for, as early as 90 (ninety) minutes from available delivery slots.

For 'Collect from Store' Option: You can collect your order from the nearby Jio/RRL store location within 7 (seven) days* of order placement date.

*Kindly note that the Product will no longer be available for pickup if it is not collected within 7 (seven) days from the Jio/RRL stores.

4.3. Are there any hidden costs (sales tax, octroi etc.) on Product sold?

There are NO hidden charges. List prices are final and all-inclusive. The price you see on the product page is exactly what you would pay.

4.4. How do I know whether the RRL offers the delivery to my proposed destination?

You can use the tool to check whether your proposed destination has delivery facility or not. For that purpose kindly enter your pin code on the product page to know whether the Product can be delivered to your location. Choose the available delivery option (Device Home Delivery, Device + SIM Home Delivery, or Collect from store delivery).

4.5. Whether your location can be serviced or not depends on?

• Legal restrictions, if any, in shipping particular products to your location.
For Device Home Delivery option: The availability of reliable courier partners for the proposed delivery destination.

For Device + SIM Home Delivery option: The availability of service in specified pin codes and available delivery slots.
For Collect from store delivery option: The availability of Jio/RRL store in your area.

4.6. Does RRL deliver internationally?

At present delivery of the Product is possible only within PAN India, subject to availability of service to a particular destination.

5. Grievance Redressal

5.1 Any grievances relating to the Cancellation, Return & Refund Policy and Shipping Policy, may be directed by you to the grievance officer of RRL who can be contacted at

6. Disclaimer

6.1 The is official website of Reliance Jio Infocomm Limited (RJIL). RJIL only a facilitator for the / platform used by RRL to sell the Products and assume no liability.

7. Dispute Resolution

7.1 Any dispute with respect to Cancellation, Shipping, Return and Refund shall be subject to the exclusive jurisdiction of the courts in Mumbai.