What Can Be Replaced

You may request a replacement for:

• Products that arrive damaged due to shipping

• Products with manufacturing defects (non-functional or faulty components)

• Products that are incomplete (missing parts or accessories)

• Products that do not match the description provided on our Website

• Products with visible quality defects upon receipt

Time Window

Replacement requests must be filed within 3 days of delivery. This timeframe allows us to process your request promptly while the product and packaging condition can be properly assessed.

Product Condition Requirements

To be eligible for replacement, the product must:

• Be in its original, unaltered condition

• Have original packaging (box, inserts, documents intact)

• Include all original accessories and documentation

• Show no signs of misuse, wear, or customer-caused damage

• Not have been opened, used, or tested beyond initial inspection

The following items cannot be returned or replaced under this policy:

Used or Customer-Damaged Products

• Products showing signs of use or wear

• Products damaged by the customer

• Items opened extensively or used for testing

• Products with scratches, dents, or handling marks

Warranty-Related Issues

• Products outside the manufacturer’s warranty period

• Products with warranty void due to unauthorized repairs

• Products with expired warranty coverage

Special Products

• Software, games, or digital products (once purchased)

• Downloadable content or digital licenses

• Clearance or sale items (unless defective)

• Customized or personalized products

Time-Limit Exceeded

• Replacement requests made after 3 days of delivery

• Products purchased more than 3 days before the request

Inspection-Failed Items

• Products that fail inspection for genuine defects

• Products found to have no actual defect or issue

Step 1: Initiate Replacement Request (Within 3 Days)

Contact Zupitex customer service with the following details:

• Order number and order date

• Product name and SKU

• Description of the defect or damage

• High-quality photographs or video showing the issue

• Your full name and contact number

Contact Details:

• Email: gameszupitex@gmail.com

• Phone: +91 9315683446

• Hours: Monday – Saturday, 10:00 AM – 6:00 PM IST

Step 2: Documentation & Approval (1–2 Business Days)

Provide the following supporting documentation:

• Original order confirmation email

• Photographs of the defective product and packaging

• Photographs of any damage or missing components

• Description of when the defect was discovered

Our team will review your request and will:

• Verify eligibility based on this policy

• Assess the photographs and documentation

• Approve or deny your replacement request

• Notify you of the decision via email

Step 3: Return Shipment Arrangement

Once approved, we will:

• Provide return shipping instructions

• Arrange pickup from your location at no cost to you OR

• Provide a pre-paid return shipping label

• Send you a return authorization number (RMA)

Step 4: Return & Inspection (7–10 Business Days)

• Pack the defective product securely in its original packaging

• Use the return label or arrange the pre-arranged pickup

• Include the RMA number and order number in the package

• Ship to our facility as per provided instructions

Our team will receive, inspect, and verify the defect.

Step 5: Replacement Dispatch (1–2 Business Days)

Upon successful inspection:

• A replacement product will be dispatched immediately

• You will receive dispatch confirmation with tracking number

• Standard shipping charges do not apply (replacement is at our cost)

• Replacement will arrive within the standard delivery timeframe for your location

Step 6: Delivery Confirmation

• Track your replacement using the provided tracking number

• Accept delivery and inspect the replacement product

• Replacement is covered under the original product warranty

Return Shipping

• Who Pays: Zupitex covers all return shipping costs

• How It Works: A pre-paid return label is provided or free pickup is arranged

• Timeline: Returns must be dispatched within 7 days of approval

Replacement Shipping

• Who Pays: Zupitex covers all replacement shipping costs

• Standard Delivery: Replacement ships via standard delivery for your location

• Expedited Delivery: Not available for replacements (standard delivery only)

• Timeline:

  • 2–4 days (metro)

  • 4–6 days (tier 1)

  • 6–10 days (tier 2/3)

  • 10–15 days (remote locations)

Our Inspection Criteria

When we receive the returned product, we assess:

• Physical Condition: Signs of use, damage, or mishandling

• Defect Verification: Genuine manufacturing or material defect confirmed

• Functionality: Whether the defect actually exists as described

• Packaging: Whether original packaging and accessories are intact

• Warranty Status: Whether warranty has been maintained

Inspection Outcomes

Approved for Replacement:

• Genuine defect confirmed

• Product qualifies under policy terms

• Replacement dispatched promptly

Denied – No Defect Found:

• No actual defect or issue identified

• Item functions normally

• Return shipping arranged; item returned to you

• No refund or replacement issued

Denied – Policy Violation:

• Item shows signs of use or customer damage

• Policy eligibility criteria not met

• Return shipped back to you at our cost

• No refund or replacement issued

Common Defects Covered

• Gaming Consoles: Won’t power on, disc drive not reading, controller not pairing

• Controllers: Buttons not responding, triggers stuck, battery not charging

• Cables & Accessories: Broken connectors, torn insulation, non-functional

• Packaging: Severely crushed or damaged box causing product damage

• Parts: Missing items from the original packaging (not received)

Defects NOT Covered

• Controller worn from heavy use

• Minor cosmetic scratches

• Battery degradation from repeated charging

• Software issues or firmware problems

• Accidental drop or collision damage

• Water or liquid damage

First Replacement

• Approved if product is genuinely defective

Second Replacement (Same Product)

• If the replacement is also defective, a second replacement will be provided

• Rigorous inspection conducted on second defective unit

• After 2 replacements, if defects persist, we may offer a different product or refund at our discretion

Pattern of Defects

• If a product shows a pattern of defects across multiple units, we will work with you to provide an alternative product or resolution

Zupitex primarily offers replacements, not refunds. However, refunds may be considered:

Refund Eligibility

• Product is unavailable for replacement

• Multiple replacement attempts result in defective units

• Customer prefers refund over replacement (at management discretion)

• Exceptional circumstances at Zupitex’s sole discretion

Refund Process

• Replacement must be denied or rejected first

• Refund request submitted in writing to gameszupitex@gmail.com

• Refund processed to original payment method within 7–10 business days

• Refund amount excludes original shipping charges (non-refundable)

Required Documentation for Claims

To process your replacement, provide:

• Order confirmation email

• Delivery receipt or proof of delivery

• Clear photographs of the defect (multiple angles)

• Photographs of original packaging and contents

• Receipt of any accessories that came with the product

• Description of the issue in detail

• Video demonstration of the defect (optional but helpful)

Insufficient Documentation

• If documentation is unclear or insufficient, your request may be denied

• You will be contacted to provide additional evidence

• Incomplete requests will not proceed through the approval process

Timeline & Processing

• File Replacement Request: Within 3 days of delivery

• Our Review & Approval: 1–2 business days

• Return Arrangement: Same day of approval

• Return Shipping: Up to 7 days from approval

• Our Inspection: 3–5 business days of receipt

• Replacement Dispatch: 1–2 business days post-inspection

• Replacement Delivery: 2–15 days (varies by location)

• Total Timeline: 10–35 business days

Manufacturer’s Warranty

• Replacement products are covered under the original manufacturer’s warranty

• Warranty period is reset upon replacement (new unit = new warranty)

• Extended warranty (if purchased) transfers to replacement unit

Zupitex Warranty

• Our 3-day replacement window is separate from manufacturer’s warranty

• After 3 days, manufacturer’s warranty or extended warranty applies

• We do not offer an extended warranty beyond 3 days

Stolen or Missing Products

• If a product is lost in transit, report within 3 days

• File a claim with supporting evidence

• We will file an insurance claim with logistics partner

• Replacement or refund processed upon claim settlement

Damaged Packaging Only (Product Intact)

• If packaging is damaged but product functions properly, no replacement available

• Cosmetic packaging damage does not qualify for replacement

• Functional integrity of the product is the primary concern

Partial Orders

• If only some items from your order are damaged, only defective items can be replaced

• Other items shipped correctly are not eligible for replacement

Your Obligations

• File claim within 3 days of delivery

• Provide complete and accurate information

• Maintain original packaging and condition

• Do not use or test the product extensively

• Do not attempt unauthorized repairs

• Return product in sellable condition

• Provide honest description of defects

Breach of Responsibilities

• Providing false information disqualifies your claim

• Using the product invalidates the replacement

• Unauthorized repairs void the replacement eligibility

• Deliberate damage is not covered

Request Reconsideration

If your claim is denied and you believe the decision is incorrect, submit:

• Detailed letter explaining your position

• Additional photographs or evidence

• Response to our inspection findings

Escalation Process

• Claims will be re-reviewed by management

• Decision within 5 business days

• Final determination will be provided in writing

Unresolved Disputes

• Follow the dispute resolution procedures in our Terms & Conditions

• Disputes will be resolved through negotiation, mediation, or arbitration as applicable

Zupitex Customer Service

For replacement requests, claims, or inquiries:

• Email: gameszupitex@gmail.com

• Phone: +91 9315683446

• Hours: Monday – Saturday, 10:00 AM – 6:00 PM IST

• Address: 245-B, 1st Floor, Sant Nagar, East of Kailash, New Delhi – 110065

Response Times

• Email inquiries: Responded within 24 hours

• Phone support: Available during business hours

• Urgent issues: Escalated for priority handling