Refund policy

Replacement Policy

At Discreet Solutions Pvt. Ltd., we are committed to providing high-quality products under our brand Onetouch. We understand that there may be occasions when a product may need to be replaced due to defects or issues. This Replacement Policy outlines the steps and conditions under which replacements can be processed.

1. Eligibility for Replacement

You are eligible for a replacement under the following conditions:

  • The product received is defective or damaged during transit.
  • The product is incorrect or incomplete (i.e., missing components or not as per the order).
  • The product has a manufacturing defect that affects its functionality.

2. Conditions for Replacement

To be eligible for a replacement, the following conditions must be met:

  • The request for a replacement must be made within 7 days of receiving the product.
  • You must provide valid proof of purchase (invoice or order confirmation).
  • The defect or issue must be verified by our support team through photos or videos, as requested. You need to call or email
  • The product must be returned in its original packaging with all accessories, manuals, and components. Any missing or damaged items may affect the eligibility for replacement.
  • Please note: For any replacement claims, an unboxing video will be required. The unboxing must be conducted in the presence of an authorized Onetouch partner.

3. Replacement Process

To initiate a replacement, follow these steps:

  1. Contact Us: Reach out to our customer service team at service@onetouchsmarthome.com providing details of the issue along with photos or videos of the product defect.
  2. Verification: Our technical support team will review the issue and confirm if the product is eligible for replacement.
  3. Approval: Upon approval, you will be required to send the product back to us. We will provide you with shipping instructions.
  4. Replacement Shipment: Once we receive and inspect the product, we will dispatch the new or refurbished replacement item within 7-10 business days.

4. Shipping Costs

  • If the product is found to be defective, damaged, or incorrect, we will cover the shipping costs for the return and the replacement.
  • In cases where the product is no longer under warranty or is being replaced for reasons not related to defects, the customer will bear the shipping costs for both the return and the new replacement item.

5. Non-Eligibility for Replacement

The following scenarios do not qualify for a replacement:

  • Damage caused by improper use, mishandling, or unauthorized repairs.
  • Products that are out of warranty.
  • Normal wear and tear such as scratches, fading, or physical damage.
  • Any third-party accessories not provided by Onetouch.
  • Power surge. Device not backed by UPS

6. How to Contact Us

For any replacement-related queries or to initiate a replacement request, please contact:

Discreet Solutions Pvt. Ltd. (Onetouch)
Address : Survey No. 17, 7/7 & 17/8/7, Shivneri Park Rd, Balewadi Phata, Baner, Pune, Maharashtra 411045
Email: help@onetouchcomsec.com

Note: Ensure that you carefully read our warranty policy as it might be applicable in certain cases of replacements.