🛍️ Consumer Protection Act 2019 Compliant

Refund, Return & Cancellation Policy

Clear, fair, and transparent billing terms, AMC refund timelines, hardware return policies, and shipping guidelines for Prydelix Technologies.

Effective Date: January 1, 2026 • Last Updated: November 2026 • Refund Timeline: 5–7 Business Days to Original Payment Mode

Table of Contents / Quick Jump:

1. AMC Contract Cancellation 2. On-Demand & Diagnostics 3. Hardware Returns (7–10 Days) 4. Cancellation Rules 5. Shipping & Delivery 6. Refund Timelines (5–7 Days) 7. Billing Helpdesk

1. Annual Maintenance Contract (AMC) Cancellation & Pro-Rated Refunds

At Prydelix Technologies, we are dedicated to delivering premium, zero-downtime IT support. If an AMC agreement needs to be discontinued:

✨ 7-Day Initial Cooling-off Guarantee: Newly onboarded AMC clients may cancel within the first 7 (seven) days of contract commencement for a 100% full refund of the service fee (less any physical hardware/cabling consumables already deployed at client site).

📅 Standard Mid-Term Contract Termination: Active AMC contracts may be terminated by either party with a 30-day advance written notice. A pro-rated refund will be calculated for all unutilized future months, deducting only the completed monthly service audits and diagnostic callouts.

2. On-Demand Site Visits & Remote IT Diagnostics

For ad-hoc troubleshooting tickets and emergency engineer callouts:

"No Diagnosis, No Fee / 100% Diagnostic Credit" Commitment: If our certified engineers are unable to diagnose or propose a viable technical resolution for your verified computer, networking, or CCTV issue, the diagnostic fee is 100% refunded or credited towards future service requests.
If an on-demand engineer site visit is booked but successfully resolved remotely prior to engineer departure, the difference between onsite and remote diagnostic rates will be immediately refunded.

3. Hardware Procurement, Return & Replacement Policy

When purchasing IT hardware, networking equipment, or surveillance components through Prydelix:

📦 7 to 10 Days Return / Replacement Window If any delivered hardware item (e.g. Cisco router, D-Link switch, Hikvision IP camera, SSD, RAM, SMPS) is found defective, non-functional (Dead on Arrival), or misdescribed upon delivery, you may initiate a return or replacement request within 7 to 10 days of physical delivery.

🛡️ Genuine OEM Manufacturer Warranty All brand new hardware components carry full official original equipment manufacturer (OEM) warranties (e.g. HP, Dell, Cisco, Hikvision, CP Plus). After the initial 10-day return window, warranty repairs/replacements are serviced via official OEM channels, facilitated directly by our technical support team.

4. Order & Service Cancellation Rules

In strict compliance with the Consumer Protection (E-Commerce) Rules, 2020:

Free Service Cancellation: Scheduled on-demand IT engineer visits may be cancelled or rescheduled with Zero cancellation penalty up to 2 (two) hours prior to the scheduled engineer dispatch.
Hardware Orders: Hardware orders may be cancelled at any time before dispatch from our warehouse/vendor facility with a full 100% refund. Once dispatched, standard return guidelines apply upon delivery.
Symmetrical Fee Principle: Under Indian e-commerce regulations, cancellation charges are reasonable and never applied unilaterally.

5. Shipping & Physical Delivery Policy (Hardware & Spares)

For physical hardware procurement, cables, spare parts, and networking equipment:

🚚 Estimated Delivery Timelines: • Delhi NCR (Same Day / Next Business Day): 1 to 2 business days.
• Standard Regional / Pan-India: 4 to 7 business days via insured express couriers.

🛡️ Transit Risk & Damage Protection: Prydelix Technologies and its authorized logistics partners bear full responsibility for loss or physical damage during transit until verified delivery to the client premises. Clients must report package tampering or external damage within 24 to 48 hours of receipt to enable immediate replacement dispatch.

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6. Refund Method & Statutory Processing Timeline

As mandated under the Consumer Protection Act, 2019, refunds are processed transparently without undue delays:

Processing Method: All approved refunds are credited directly back to the Original Mode of Payment (Bank Transfer / NEFT / RTGS / UPI / Credit/Debit Card).
Statutory Timeline: Refunds are initiated within 24 to 48 hours of return inspection / cancellation sign-off, and reflected in the customer's bank account within 5 to 7 business days.
A formal credit note / refund confirmation voucher with transaction reference ID is emailed immediately upon processing.

⚖️ Undue delay in issuing refunds for eligible cancellations or defective products is recognized as a deficiency of service under Indian Consumer Protection laws; we adhere strictly to the published timeline.

7. How to Initiate a Return or Refund

To request a cancellation, return, or refund, please quote your Invoice / Ticket Reference Number and contact our accounts team:

Billing Email: info@prydelix.com

Direct Hotline: +91 81307 38742

Billing Address: B1/639, Block B1, Janakpuri, New Delhi, Delhi 110058