FREQUENTLY ASKED QUESTIONS

Warranty - FAQ

 

Buy Refurbished Product - FAQ

How many attempts will be made by courier to deliver my order?

The courier service provider will make 3 attempts within 3 business days to deliver your order. Please keep your Mobile activated so that courier boy can reach you for delivery of your shipment.

Can my order be delivered at a particular date and time as per my Convenience?

At the moment, there is no option to select a particular delivery slot as per preference. We will certainly be working on this with our courier partners to give this as an option to our valuable customers.

My order has reached the nearest delivery hub but why isn’t it out for delivery yet?

The courier service delivering your order are responsible for making sure that your order reaches you within the delivery date. Rest assured, you'll get an SMS or Call once your shipment is out for delivery.

My order status shows 'Out for Delivery' but I haven’t got it yet. When will I get it?

The courier service will contact you for delivery of your order. Please check your SMS for more details. In case if you didn’t receive your order within next working days, Please visit our helpdesk.

Why can't I track my order even though it has been shipped?

Courier services usually take upto 24 hours to activate tracking for an order once it's shipped and handover is done to courier partner. Please check again after the said time frame or visit our helpdesk for same.

How can I track my order?

You can track your order from the 'My orders' section of your Xtracover account.

Can I cancel my order?

Yes, Can only cancel the order before it has not been confirmed by sellers.

Can my cancelled order be reinstated?

No, sellers do not have an option to reinstate an order after it has been cancelled. You can only place a new order for the products that were part of the cancelled order.

I've multiple products in a single order, will cancelling one product cancel all the other products in the order?

As of now, we don’t have this option to cancel single order in a multiple products order. But you can certainly visit our helpdesk and request for same. We will do it internally with sellers.

I'm not getting the 'Cash on Delivery' option while placing an order, why?

The availability of 'Cash on Delivery' option as a payment method is not an option on www.xtracover.com , but you can pay Token amount of INR 500 and can place the order. You will have to pay rest amount on delivery of the product. It’s an extension of “COD Order” named as “Pre-Booking” where customer has to pay Minimum Token Amount before placing a COD Order.

My payment is getting failed, why?

"Payments may fail due to any of the following reasons:

You have accidentally entered incorrect Debit/Credit card details like “name on the card”, “card number”, “CVV”, “3D secure PIN” and “expiry date”.
The card details you have provided is no longer valid or need to be updated.
You accidentally close/refresh the page or press backspace while the transaction is being processed by your bank.

Your bank is going through an outage.
The connection between Xtracover and your Bank fails due to some technical issues and the transaction cannot be completed.
Your card is blocked for online transactions."

How is the EMI calculated?

Please refer the 'View Plans' section on any Product Detail page or Payment Page. “EMI Value” is basis prevailing interest rate of selected bank for your Card. 

My EMI has not been converted yet, what should I do?

Please wait for 7 business days within which your EMI will be converted. If it does not happen within the mentioned time, please get in touch with your bank.

Which cards are supported for payment on XtraCover?

Xtracover accepts payments made using Visa, MasterCard, Maestro and American Express credit/debit cards in India.

Where can I check the status of my return?

You can visit the 'My Orders' section of your Xtracover account to check the status of your return or you can contact our Helpdesk.

If I request for a replacement, when will I get it?

Visit 'My Orders' to check the status of your replacement.

The replacement is initiated after the originally delivered item is picked up. Please check the SMS & email we send you for your replacement request for more details or can visit our Helpdesk on any working days.

Can items be returned after the time period mentioned in the Returns Policy?

No, sellers will not be able to accept returns after the time period mentioned in the returns policy.

Do I have to return the freebie when I return a product?

Yes, the freebie has to be returned along with the product.

What should I do if I have an issue with my product after the return period?

You can get in touch with the Xtracover Helpdesk mentioned on your warranty card to claim the warranty for your product.

How will I get my refund for returning an item I paid for with Pre-Booking Option?

For your ' Pre-Booking ' order, you will receive your refund through NEFT. You can update your bank account details with our Helpdesk while opting for a refund.

What is a refurbished product?

Certified Refurbished are those devices which has undergone minor repair and cosmetic make over which is certified by QUTrust.

Does Xtracover delivers in all places or only in particular locations?

Xtracover delivers across India in more than 20,000 Pin Codes. To know if a product can be delivered to your location, please check with your pin code on our product page.

Are the products tested before being shipped to customers?

All products are checked by QUTrust Software for quality on various parameters before they are listed on our site.

Do you give Exchange Option before buying any product on Xtracover.com?

Yes,We are in process of giving this option to our customer’s.

Do you have “Assured Buyback” option?

Yes, we will be incorporating this option on www.xtracover.com shortly.

Will I be charged any amount at the time of warranty claim?

There won't be any charges for services covered under the warranty. For details about these services, please check the product page or the warranty card or you can visit www.xtracover.com. Any other services that are not covered under the warranty will be charged.

My bank is still deducting EMI even though I have cancelled my order, why?

Please get in touch with your card issuing bank and they will help you out.

My order has been cancelled, when will I get my refund?

Once your order is cancelled and you receive a confirmation from us saying that your refund has been initiated, it will be credited as per the following timelines depending on your mode of payment:

Credit /Debit card - 7-9 business days
Netbanking - 7-9 business days
Credit card EMI - 7-9 business days

I have returned my product, when will I get my refund?

Once the pickup of your product is completed, you will receive a confirmation from us saying that your refund has been initiated. You will then get the refund as per the following timelines depending on the mode of payment:

Credit /Debit card - 7-9 business days
Netbanking - 7-9 business days
Credit card EMI - 7-9 business days

How can I know the status of my refund?

You can visit 'My Orders' to know the status of your refund or can visit our Helpdesk.

For orders cancelled before shipping, refunds are processed within 2-3 days. If the order has been shipped. Refund will be processed as soon as the courier service provider confirms the return of the item(s).