I had ordered “Sony Neotank Speakers” from Infibeam.com . Once I received the speakers I realized it is too big for my house and I wished to return it in exchange for something else. I kept the package unopened. The FAQ read “In case, you’ve ordered something incorrectly and wish to exchange it with something else. Please ensure that product is in unused and original condition.
Include all price tags, labels, original packing and invoice along with the product. Opened or used products will not be accepted. Infibeam will issue the store credit to be used to buy the desired product. Account refunds cannot be processed in this case."
According to this I am allowed to exchange this item for something else as long it is unused and unopened . The website states that I can place the request for return/exchange within 72hours but when I called I was told I have to do this within 24 hours of delivery. I spoke to the customer executive who asked me to send pictures of the shipment and told me she would revert next day. Next day I was informed that they would not exchange the speakers as it was not their policy.
They sent me a link to Terms and Conditions which read that they will only cancel if they are informed before the shipment is delivered. Then on speaking personally to the senior executive I am informed that the policy of return is not valid for heavy items which is not mentioned on the website. Further more he said that the above quoted policy is not mentioned on the website .(https://infibeam.com/static/help/payment-returns.html).
The information on the website is inaccurate and they did not disclose all the terms and conditions. What they say and what is written on the website do not match. It’s a way of taking advantage of the customer and looting us. They are running a scam where they are taking money from consumers and not delivering the required services.
All other websites such as FlipKart, Snapdeal etc have clear return policy. I only wanted to exchange this unused and unopened speaker for something else and they could not accommodate this request.