Returns & Refunds
Your 7-day return window, warranty cover on pre-owned hardware, and how refunds are processed.
We want you to keep what you bought because it works, not because you are stuck with it. This page sets out when you can return an item, what warranty covers on pre-owned hardware, and how quickly refunds land.
Your 7-day return window
You can request a return within 7 days of delivery on most items. To be eligible the item must be:
- In the same condition you received it, with no new physical damage;
- Complete — all cables, controllers, adapters, manuals and free gifts included;
- In its original packaging where practical, with any serial or security stickers intact.
Returns are inspected on arrival. If an item comes back with damage, missing parts or a broken security seal, we may reduce or decline the refund and will always tell you why first.
Dead on arrival (DOA)
If a console, controller or part does not power on or is faulty straight out of the box, tell us within 48 hours of delivery. DOA items get priority treatment: free reverse pickup, and your choice of a replacement or a full refund including any delivery charge.
An unboxing video makes DOA claims effortless. If you have one, send it with your first message.
What we cannot take back
For hygiene, safety and simple practicality, these are non-returnable unless faulty:
- Opened DIY repair kits and loose tools once the seal is broken
- Consumables — thermal paste, thermal pads, adhesives, cleaning solution, heat-shrink
- Items damaged by installation, misuse, liquid, power surge or attempted repair
- Products where the serial number or warranty sticker has been removed or tampered with
- Custom or made-to-order items such as printed shells
- Digital codes and software licences once revealed
- Items returned after the 7-day window without a valid warranty claim
Warranty cover
Warranty is listed on every product page and printed on your invoice. As a guide:
| Item type | Typical cover |
|---|---|
| New, sealed products | Full manufacturer warranty |
| Pre-owned consoles | 3 to 6 months GEXC warranty |
| Pre-owned controllers & accessories | 1 to 3 months GEXC warranty |
| Console & controller parts | 1 month against manufacturing defect |
| Workshop repairs | 3 months on the specific repair performed |
Warranty covers manufacturing defects and component failure under normal use. It does not cover physical damage, liquid damage, burnt boards from power surges, wear items such as thumbstick rubber and batteries, or faults caused by third-party repair attempts.
Under warranty we will repair the item first. If it cannot be repaired we replace it; if we cannot replace it, we refund it.
How to start a return
- Get in touch. Message us from the Contact page or email support@gexc.in with your order number and what is wrong. Photos or a short video help enormously.
- We confirm. Within one business day you will get a yes or no on eligibility, plus a return reference.
- Send it back. For faulty, DOA, damaged or wrong items we arrange a free reverse pickup. For change-of-mind returns you ship it back to us at your cost.
- We inspect and settle. Inspection takes 1 – 2 working days from arrival, then your refund, replacement or repair is actioned immediately.
Refund method & timelines
Refunds go back to the original payment method wherever possible.
| Paid by | Refunded to | Time after approval |
|---|---|---|
| UPI | Same UPI ID | 1 – 3 working days |
| Credit / debit card | Same card | 5 – 7 working days |
| Net banking / wallet | Source account or wallet | 3 – 7 working days |
| Cash on Delivery | Bank transfer to details you provide | 3 – 5 working days |
Bank posting times are outside our control. We will send you the refund reference the moment it leaves our end so you can trace it.
Delivery charges are refunded in full when the return is our fault — faulty, damaged, wrong or DOA. On change-of-mind returns the original ₹99 delivery charge is not refunded.
Cancellations
Cancel free of charge any time before dispatch from My Account › Orders or by messaging us. Refunds on pre-dispatch cancellations are processed the same day.
Once a parcel has been handed to the courier it cannot be cancelled — refuse the delivery or use the 7-day return window instead.
Trade-in (Sell to GEX) offers
Selling to us is not a purchase, so the return policy works differently. After evaluation we send a final offer, which you can accept or decline. If you decline, we ship the device straight back to you and return shipping is payable by you. If you accept, payment is released within 2 working days.
Follow every stage on the Track Your Repair page using your SELL- code.