Upon receiving your complaint, Exam18 shall verify the authenticity and the nature of the complaint and if Exam18 is convinced that the complaint is genuine, Exam18 will take a request for a replacement. However, in the event of frivolous and baseless complaints regarding the quality and content of the products, Exam18 reserves the right to take necessary legal actions against You and You will be solely liable for all costs incurred by Exam18 in this regard.
Before accepting shipment of any product, kindly ensure that the product’s packaging is not damaged or tampered. If You observe that the package is damaged or tampered, request You to refuse to accept delivery and inform Exam18 at the earliest. The return process of the product may be restricted by Exam18 depending on the nature and category of the product.
In order to return any products sold through the Website, You are required to comply with the below mentioned conditions, viz:
- Please notify Exam18 of receipt of a damaged/ defective product/service within 48-hours of delivery to You. If You are unable to do so within 48-hours, Exam18 shall not be held liable for the failure to replace the order;
- Products should be unused;
- Exam18 will arrange pick-up of the damaged/defective product through its own logistics partner. In the event Exam18 is unable to do so, Exam18 will notify You regarding the same and You will be required to dispatch the product using a reputed courier in Your respective area within one (1) day from receipt of such notice. Courier freight charges will be reimbursed in such form as is determined by the logistics team upon prior consultation with Exam18;
- Products should be returned in their original packaging along with the original price tags, labels, barcodes, user manual, warranty card and invoices etc.;
- It is advised that the return packets should be strongly and adequately packaged so that there is no further damage of products during transit;
- The returned products are subject to verification and checks by Exam18 in order to determine the legitimacy of the complaint/ return.
In the event the return of a product is duly accepted by Exam18 , the value of such product, as originally paid by You during acceptance of delivery of product or otherwise, will be refunded to You. Refund will be processed based on the mode of payment and Exam18 or the approved payment gateway will credit Your refunds directly into Your debit/credit card or online accounts or provide You with a cheque in this regard. Refunds will be subject to the following:
- Orders paid online will be refunded within 7-21 working days through the online account or via cheque, depending on the then current circumstances as determined by Exam18;
- For Cash on Delivery payments, You will be provided with a refund cheque.
- If the product can be repaired by the service centre, Exam18 would get the same repaired and send it back to You.
- A promo code, once used shall not be refunded in case of cancellation of order either by customer or Exam18.
Cancellation by Exam18: There may be certain orders that Exam18 is unable to accept and must cancel. Exam18 reserves the right, at Exam18’s sole discretion, to refuse or cancel any order for any reason whatsoever. Some situations that may result in Your order being cancelled include, without limitation, non-availability of the product or quantities ordered by You, non- availability of the service, inaccuracies or errors in pricing information, or problems identified by Exam18’s credit and fraud avoidance department. Exam18 may also require additional verifications or information before accepting any order. Exam18 will contact You if all or any portion of Your order is cancelled or if additional information is required to accept Your order. If Your order is cancelled after Your credit card has been charged, the said amount will be reversed back in Your credit card account. A promo code, once used shall not be refunded in case of cancellation of order either by Customer or Exam18.
Cancellation by the User: In case of requests for order cancellations, Exam18 reserves the right to accept or reject requests for order cancellations for any reason whatsoever. As part of usual business practice, if Exam18 receives a cancellation notice and the order has not been processed/ approved by Exam18, Exam18 shall cancel the order and refund the entire amount to You within a reasonable period of time. Exam18 will not be able to cancel orders that have already been processed. Exam18 has the full right to decide whether an order has been processed or not. You agree not to dispute the decision made by Exam18 and accept Exam18’s decision regarding the cancellation.
Exam18 reserves the right to cancel any orders that classify as ‘Bulk Order’ as determined by Exam18 as per certain criteria. Any Exam18 cash or Promo Code used for placing the ‘Bulk Order’ will not be refunded as per this cancellation policy. An order can be classified as ‘Bulk Order’ if it meets with the below mentioned criteria, which may not be exhaustive, viz:
- Products ordered are not for self-consumption but for commercial resale
- Multiple orders placed for same product at the same address
- Bulk quantity of the same product ordered
- Invalid address given in order details
- Any malpractice used to place the order
Printed Book purchases
Exam18 offers 3-day refund guarantee for Printed Books, depending on merit. You will be responsible for return shipment to Exam18 warehouse in Mumbai, India or pay for the prepaid return label and pick up.
Digital Download purchases
Given the nature of digital content, a refund or credit on a purchase is not granted unless one of the guarantees given by the author has been breached, or a refund is required under the Indian consumer law or other relevant consumer protection laws. If you would like to request a refund, please get in touch with our Support Team.
We will assess refund or credit requests on their merits, considering the digital nature of some of Exam18 items and the type of item preview that was available before purchase. There is generally no obligation to provide a refund or credit in situations like the following:
- you have changed your mind about an item;
- you bought an item by mistake;
- you do not have sufficient expertise to use the item;
- you ask for goodwill; or
- you can no longer access the item because it has been removed (we advise you to download items as soon as you buy them to avoid this situation).
If the author or we decide to issue a refund or credit (if you have an Exam18 account), this will generally be done using the same manner used to make the purchase. So if the item was purchased using Exam18 Credits, you will be given credit in Exam18 Credits; if the item was purchased using a particular payment method you will be refunded using the same payment method in reverse.