Note: By placing an order or using our services, you agree to the terms of this Refund & Return Policy. Please read all the points below carefully.
1. Scope of This Policy
This policy applies to:
- Internet & Network Services (e.g. Internet Leased Line, broadband, wireless connectivity, MPLS/VPN, managed services); and
- Hardware / Equipment supplied by Oasis Smart Connect Pvt. Ltd. (e.g. routers, switches, Wi-Fi access points, ONT/ONU, radios, CPE devices), unless otherwise agreed in writing.
Where any specific written agreement or SLA mentions a different refund/credit rule, such specific terms will override this general policy for that particular service.
2. General Principles
- All refunds and returns are subject to verification, inspection and approval by Oasis Smart Connect.
- We follow a 7-Day Return / Replacement Window for eligible hardware products, subject to the conditions listed below.
- For services (Internet / leased line, etc.), we generally provide service credits or adjustments rather than cash refunds, except where required by law or specifically agreed in writing.
3. 7-Day Return & Replacement Policy (Hardware)
We offer a 7-day return / replacement facility on eligible hardware products, counted from the date of delivery or installation at your premises.
Hardware will be accepted for return/replacement only if:
- The product is found to be dead on arrival (DOA), faulty, or not functioning as per the manufacturer’s specification.
- The product is returned in original condition, with all accessories, manuals, cables, adapters and packaging (where applicable).
- The product has not been physically damaged, burnt, modified, mishandled or used in an improper environment (e.g. wrong power, water damage, surge, lightning, etc.).
- Serial numbers, warranty stickers and barcodes are intact and not tampered with.
Non-eligible cases (no refund/return):
- Damage due to wrong installation by third party or the Customer’s own team.
- Damage caused by power fluctuations, improper earthing, lightning or acts of God, unless covered by manufacturer.
- Normal wear and tear or cosmetic damage that does not affect normal functioning.
- Products purchased specifically on “no return” or “final sale” basis.
4. Service Refunds & Service Credits
- Internet / leased line / connectivity plans are usually billed in advance (monthly, quarterly or annually as per plan). Once the service is activated and used, such charges are generally non-refundable.
- In case of prolonged, confirmed service outages attributable solely to Oasis Smart Connect, the Company may, at its discretion, provide pro-rated service credits or bill adjustments in the next billing cycle.
- No credits or refunds shall be given for outages or issues caused by:
- Power failure at Customer premises, internal LAN issues, Wi-Fi coverage problems;
- Misconfiguration of Customer devices or third-party routers/firewalls;
- Force majeure events, acts of God, or issues outside our reasonable control;
- Non-payment, misuse or breach of terms by the Customer.
- Any trial period or promotional offer will be governed by the specific terms communicated at the time of activation.
5. Refund Method & Timelines
- Approved refunds (for eligible cases) will normally be processed to the original mode of payment wherever possible.
- Depending on the bank, payment gateway or card issuer, it may take 7–10 working days for the amount to reflect in your account after we initiate the refund.
- In some cases, the Company may issue a credit note or adjust the amount in upcoming invoices, as mutually agreed.
6. Shipping, Pickup & Inspection of Returns
- For hardware returns within the same city/coverage area, Oasis Smart Connect may arrange pickup on a best-effort basis, or request the Customer to send the product to a designated service location.
- Shipping or logistics costs for returning hardware may be borne by the Customer, unless otherwise confirmed in writing.
- All returned products are subject to inspection. If the returned product is found to be ineligible (for example, physical damage, burnt, missing accessories), the refund/replacement request may be rejected or partial charges may apply.
7. Manufacturer Warranty
- Many hardware products come with a standard manufacturer warranty (one year or as specified). In such cases, after the initial 7-day return window, issues will be handled under the manufacturer’s warranty terms.
- Oasis Smart Connect may assist in coordinating with the manufacturer or authorised service centre, but the final decision on repair/replacement under warranty is taken by the manufacturer as per their policy.
8. No Refund in Certain Cases
Refunds will not be applicable in the following situations (except where law specifically requires otherwise):
- Change of mind after successful delivery/installation and normal working of product/service.
- Customer choosing to discontinue services before the end of the billing period (except where a specific money-back guarantee is given in writing).
- Breach of Terms & Conditions, misuse, illegal use or policy violations by the Customer.
9. How to Raise a Refund or Return Request
To raise a refund or return request, please follow these steps within the applicable time window:
- Share your account details / customer ID, invoice number and contact details.
- Describe the issue clearly (for hardware – fault details; for service – outage details, timestamps, screenshots/logs if available).
- Send the request via email or official support channel as given below.
Our team will acknowledge your request, may ask for additional information, and update you on the next steps and timelines.
10. Changes to This Policy
Oasis Smart Connect may update or modify this Refund & Return Policy from time to time based on business, legal or regulatory requirements. Updated versions will be published on our website. Continued use of our services after such changes will be treated as your acceptance of the updated policy.
11. Contact Details
For any questions or clarification regarding this Refund & Return Policy, please contact:
Oasis Smart Connect Pvt. Ltd.
(Oasis Smart Network)
Email: myisp@oasisnetwork.in
Phone: 9219765576