Refund Policy

This Refund Policy explains how cancellations, returns, replacements and refunds work for orders placed through the Netlio website. "We", "us" and "our" mean TCCT Pvt. Ltd., which issues the tax invoice and processes every refund. It applies to every unit sold on the site, including units sourced from verified partner sellers; the rules and timelines are the same either way.

Every unit is sold by serial number. Product images are representative of the model and condition grade; the exact chassis you receive is recorded against its serial in your account, together with its certificate of erasure, burn-in log and QC sign-off. A return or replacement request is always checked against that serial record.

This policy forms part of our Terms and Conditions. Where the two differ on a return or refund question, this policy applies. Nothing in it limits the rights you have under the Consumer Protection Act 2019 and the Consumer Protection (E-Commerce) Rules 2020. A short summary of the same rules is on our Help & Support page.

You can cancel an order at any time before it is dispatched, that is, while its status in your account shows Pending or Processing. Raise a support ticket at My Support Tickets or send the contact form quoting your order number. Once the status changes to In Transit the order cannot be cancelled and the return rules below apply instead. You may also cancel for a full refund, including delivery charges, if we have not dispatched within the delivery window you chose.

A cancellation before dispatch is refunded in full: the price paid, the GST on it and any delivery charge, all to the original payment method, within 7 working days of the cancellation being confirmed on your ticket (section 9).

If the order was placed on Pay on Credit (30 days) and nothing has been paid yet, cancelling it simply voids the invoice. Nothing falls due and there is no refund to process.

If you only want to cancel some of the line items on an order, say so in the ticket. We confirm which items can still be held back before anything is dispatched, and the remaining items continue on the delivery tier you chose for them.

A unit is dead on arrival (DOA) if, within 7 days of delivery, it does not power up at all, or it powers up but fails burn-in at your site, for example a power supply that trips, a port block or controller that does not come up, or a fan or thermal fault under load. Every unit has already passed a 48 to 72 hour burn-in at our facility before dispatch, so a DOA is rare, and when it happens we treat it as our problem to fix.

We replace a DOA unit like-for-like: the same model and condition grade, shipped from stock and recorded against your order under its own serial number, with the warranty and AMC entitlement printed on your original invoice. The faulty unit is collected by free reverse pickup. There is no inspection charge and no restocking fee.

If a like-for-like unit is not in stock, we tell you on the ticket and you can either wait for stock or take a full refund of the unit, its GST and the delivery charge to the original payment method on the timeline in section 9.

You can return a unit within 30 days of delivery for a refund if it does not match what you bought: the listed specification (model, port count, memory, storage or licences as described on the listing), the listed condition grade, or the serial record in your account. The 30 days are counted from the delivery date shown on the order.

To be accepted, a returned unit must meet all of the following conditions when it reaches inbound QC:

• The return request was raised within 30 days of delivery and quotes the order number and serial number.
• The unit is unused: it has not been racked into production and no configuration changes have been made after delivery.
• It is returned in its original packaging, with the rails, bezels, power cords and every accessory listed on the invoice.
• The asset tags and serial labels are intact and untampered, so the unit can be matched to its serial record.
• There is no physical, liquid or electrical damage that occurred after delivery.

Refurbished stock is sold by serial and priced for the exact unit listed, so a unit that matches its listing and works as described cannot be returned for a refund under this policy. If you have ordered the wrong model, cancel before dispatch under section 2.

Some items are built, cut or licensed for your order specifically and cannot go back into general stock. If one of them is faulty or does not match its listing we replace it, but we do not refund it:

• Custom licensed configurations, where licences or feature sets were activated or configured to your order.
• Cut-to-length cabling.
• Units whose asset tags have been removed.
• Consumables such as patch cords and optics.

Replacement of these items follows the same request, pickup and QC steps as any other return. If the replacement itself is faulty, the warranty in section 11 applies.

1. Raise the request within the window from My Support Tickets in your account, or through the contact form if you prefer. Include the order number, the serial number of the unit, and photos: the serial label, the fault or the mismatch, and the packaging.
2. We log a return number on your ticket. Quote it on every follow-up.
3. Our service desk checks the request against the serial record, the burn-in log and the QC sign-off for that unit, and replies within 1 working day. We tell you on the ticket whether it is approved, or what more we need, such as a boot log or a closer photograph.
4. Once approved, a reverse pickup is scheduled with our logistics partner on a date agreed on the ticket. For rack equipment we send anti-static packing material first.
5. After collection we confirm pickup on the ticket and the unit travels to our refurbishment facility for inbound QC.
6. We tell you the outcome on the ticket: refund released, replacement dispatched, or unit returned to you with the reasons (section 8).

Follow the request from My Support Tickets and the order itself from Track Order.

Reverse pickup is free across India for every approved DOA replacement and every approved return. Our logistics partner collects the consignment from your site or data centre at any serviceable pincode; you never need to ship a unit back at your own cost or arrange your own courier.

• Use the original packaging wherever you still have it. For rack equipment we supply anti-static packing material before the pickup date.
• Pack the rails, bezels, power cords and every accessory listed on the invoice with the unit. Missing items hold up QC (section 10).
• Power the unit down and remove any optics, cables or modules of your own that were not supplied on the invoice.
• Remove any configuration or data of your own before handover. Units that re-enter stock go back through our certification process, including a NIST 800-88 data wipe, but you remain responsible for what you leave on the device.
• Leave asset tags and serial labels in place; QC matches them to the return number.

Once our logistics partner has collected the unit, we confirm pickup on the ticket and the consignment is in our care from that point. If a scheduled pickup is missed, reply on the ticket and we rebook it.

Inbound QC checks the unit against the return conditions in section 4 and its serial record, and runs the same functional tests it passed before dispatch. For a mismatch claim we compare the unit with the listing and the photographed intake report.

• Accepted: the refund is released on the timeline in section 9.
• Replacement: for replacement-only items (section 5), or where you asked for a replacement rather than a refund, a like-for-like unit is dispatched and recorded against your order.
• Rejected: if QC finds that the unit does not meet the return conditions, we tell you exactly why on the ticket, with photographs, and ship the unit back to you at no charge.

The ticket is updated when the unit arrives at the facility and again when QC completes, so you can see where the request stands at every step.

Refunds always go back to the instrument the payment came from. We do not refund to a different card, UPI ID or bank account, and we do not refund in cash.

If the refund has not appeared on your statement after the 7 working days, reply on the same ticket quoting the return number and we chase it with the payment partner or bank.

Every refund is for the amount you actually paid for the item as shown on the tax invoice, after any coupon applied at checkout, plus the GST charged on it. The credit note mirrors the invoice line so the two reconcile.

If an order has several line items and you return only some of them, only those lines are refunded; the rest of the order stands. Delivery tiers are chosen and priced per line item at checkout, so the delivery charge for a returned line is identifiable on the invoice and is refunded under the rule in section 9.

If a returned unit reaches us without the rails, bezels or accessories listed on the invoice, QC does not clear it. We tell you on the ticket and either hold the refund until the missing items reach us, or ship the unit back to you at no charge if you prefer.

An extended 2-year or 3-year warranty bought at checkout is mapped to the serial of the unit it covers. If that unit is refunded, the extended warranty is refunded with it on the same timeline. Extended warranty on a replacement unit carries over to the new serial.

A hardware fault that shows up after the 7-day DOA window is a warranty claim, not a return. It is resolved by repair or like-for-like replacement under the warranty terms printed on your invoice, not by refund, and the refund timelines in this policy do not apply to it. Advance replacement, where a spare reaches you before the faulty unit is collected, is available where the listing or your warranty option says so.

Raise a warranty claim from My Support Tickets and manage your cover, including the 6 months of free AMC that comes with every order, under My AMC & Warranty. The full warranty and AMC terms are in our Terms and Conditions.

For any question about this policy or an open request, write to hello@netlio.store or reply on your ticket at My Support Tickets, quoting the order number and return number.

If you do not agree with a QC outcome, say so on the same ticket. We review the decision against the inspection record and photographs and reply within 1 working day with the result of that review.

A grievance can be sent to hello@netlio.store with the subject line marked Grievance; it is acknowledged within 48 hours and resolved within 1 month, as the Consumer Protection (E-Commerce) Rules 2020 require.

Governing law and the courts that hear any dispute are set out in our Terms and Conditions.