Returns & Refunds.
Last Updated: December 31, 2025
At Samra Infotech Private Limited, we stand behind the quality of our automotive diagnostic tools, scanners, and hardware products. This Returns & Refunds Policy outlines the conditions under which we accept returns and issue refunds. Please read this policy carefully before making a purchase.
Return Policy Overview
Our return policy is straightforward: We accept returns for manufacturing defects without any restocking fees. Otherwise hardware returns are subject to a 5% processing fee. Software and digital files cannot be refunded once delivered.
Eligible Returns - Manufacturing Defects
We accept returns for products with manufacturing defects, including:
What Qualifies as a Manufacturing Defect?
- Hardware Malfunction: Product fails to function as designed out of the box or within the warranty period
- Physical Defects: Broken, cracked, or damaged components not caused by user mishandling
- Missing Components: Product arrives incomplete or missing essential parts
- Quality Issues: Product does not meet the specifications or quality standards described
- Wrong Product: You received an incorrect item different from what you ordered
Timeframe for Manufacturing Defect Claims
- Manufacturing defects must be reported within 7 days of delivery
- Defects covered under warranty must be reported within the warranty period
- Proof of defect may be required (photos, videos, or description)
Hardware Returns - 5% Processing Fee
Important: All hardware returns, regardless of reason (excluding manufacturing defects covered under warranty), are subject to a 5% processing fee deducted from your refund.
Hardware Return Conditions
- Product must be in original condition with all accessories, manuals, and packaging
- Product must not show signs of use, wear, or damage beyond testing
- All original labels, tags, and seals must be intact
- Return must be initiated within 7 days of delivery
- Customer is responsible for return shipping costs unless the return is due to our error
- A 5% processing fee will be deducted from the refund amount
Processing Fee Calculation
The 5% processing fee covers:
- Inspection and quality testing of returned products
- Restocking and repackaging costs
- Payment processing and transaction fees
- Administrative handling costs
Example: If you purchased a diagnostic scanner for ₹10,000, the processing fee would be ₹500, and you would receive a refund of ₹9,500.
Non-Refundable Items
Absolutely No Refunds: Software, digital files, and downloadable products cannot be refunded under any circumstances once they have been delivered or downloaded.
Items That Cannot Be Returned or Refunded
- Software Products: Any software purchased and delivered (including diagnostic software, programming software, etc.)
- Digital Files: ECU remapping files, tuning files, database files, and any downloadable content
- License Keys: Software licenses and activation codes once delivered
- Custom Products: Any products customized or programmed specifically for your requirements
- Opened Software Packages: Physical software with broken seals or opened packaging
- Clearance Items: Products marked as final sale or clearance
- Gift Cards: Purchased gift cards or vouchers
Why Software and Files Are Non-Refundable
Digital products cannot be returned because:
- Once downloaded or delivered, the content has been received and cannot be "returned"
- Digital products can be easily copied and distributed
- We cannot verify that all copies have been deleted
- This policy is standard across the software and digital content industry
How to Initiate a Return
Step-by-Step Return Process
- Contact Us Within 7 Days: Email us at support@samrainfotech.com or call +91 81461 93700 within 7 days of receiving your order
- Provide Order Details: Include your order number, product name, and reason for return
- Submit Evidence (if applicable): For defect claims, provide photos or videos showing the issue
- Receive Return Authorization: We will review your request and provide a Return Merchandise Authorization (RMA) number if approved
- Package the Product: Carefully pack the product in its original packaging with all accessories
- Ship the Return: Send the package to the address provided with your RMA number clearly marked
- Inspection and Refund: Once received, we will inspect the product and process your refund within 7-10 business days
Note: Returns sent without prior authorization or RMA number may be refused or delayed. Always contact us before shipping a return.
Refund Process and Timeline
Refund Method
- Refunds will be issued to the original payment method used for purchase
- Processing time: 7-10 business days after receiving and inspecting the returned product
- Bank processing may take an additional 5-7 business days
- For manufacturing defect returns covered under warranty, the full amount will be refunded
- For other hardware returns, 5% processing fee will be deducted
- Original shipping charges are non-refundable unless the return is due to our error
Refund Amounts
- Manufacturing Defect (Warranty): 100% of product cost
- Standard Hardware Return: Product cost minus 5% processing fee
- Shipping Costs: Non-refundable (except for our errors or defective products)
- Return Shipping: Customer's responsibility unless product is defective or we sent wrong item
Exchanges and Replacements
We offer exchanges in the following cases:
- Defective Products: We will replace defective products with an identical working unit at no additional cost
- Wrong Item Sent: If we sent you the wrong product, we will send the correct one immediately
- Different Product: If you wish to exchange for a different product, you may return the original (subject to 5% fee) and place a new order
- Upgrade Exchange: You may exchange for a higher-value product by paying the price difference (subject to 5% fee on original product)
Exchanges are subject to product availability. If the replacement product is unavailable, we will issue a full refund.
Damaged or Lost Shipments
Damaged During Shipping
If your product arrives damaged:
- Do not accept the package if visible damage is apparent
- If damage is discovered after opening, take photos immediately
- Contact us within 48 hours with photos of damaged product and packaging
- We will arrange for replacement or refund at no cost to you
Lost Shipments
If your shipment is lost in transit:
- We will work with the shipping carrier to locate your package
- If the package cannot be located within 7 days, we will send a replacement or issue a full refund
- No additional charges will apply
Warranty Coverage
Our products come with manufacturer warranty coverage:
- Warranty period varies by product (typically 6-12 months)
- Warranty covers manufacturing defects and workmanship issues
- Warranty does not cover damage from misuse, abuse, or unauthorized modifications
- Warranty claims require proof of purchase and must be filed within warranty period
- Warranty service may include repair, replacement, or refund at our discretion
Conditions That Void Returns/Warranty
Returns and warranty claims will not be accepted if:
- Product shows signs of physical damage, abuse, or misuse
- Product has been modified, tampered with, or repaired by unauthorized parties
- Serial numbers, labels, or warranty seals have been removed or altered
- Product has been used for purposes other than intended
- Return is initiated after 7 days from delivery (for non-warranty returns)
- Product is incomplete or missing accessories
- Water damage or environmental damage (not covered under warranty)
Customer Responsibilities
When returning a product, you are responsible for:
- Obtaining a Return Merchandise Authorization (RMA) number before shipping
- Properly packaging the product to prevent damage during return shipping
- Including all original accessories, manuals, cables, and packaging materials
- Using a trackable shipping method for the return
- Bearing return shipping costs (unless return is due to our error or defect)
- Ensuring the product is in resalable condition
Contact Us for Returns
To initiate a return or for any questions about our Returns & Refunds Policy, please contact us:
- Email: info@samrainfotech.com (preferred for return requests)
- Phone: +91 81461 93700
- Address: NX ONE, A-410, NX-BYTE, T4, TECHZONE IV, Greater Noida West, Uttar Pradesh, 201301
- Response Time: We typically respond within 24 hours on business days
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