Home/FAQ

Frequently asked questions

How can I place an order?

To place an order, please follow these steps:

Select the product you'd like to buy and 'Check Availability at' your preferred pincode.
Add products to your cart or just hit 'Buy Now'.
Login to your account, if you already have or create a new account.
Choose or 'Add delivery address'. Use a preferred payment mode and confirm the order.

How do I know my order has been confirmed?

An e-mail & SMS will be sent once you've successfully placed your order. We'll also let you know as soon as the seller ships the item(s) to you along with the tracking number(s) for your shipment(s). You can track your orders from the 'My Orders' section on your RUCHIEZ account or track order option at "My Account" menu.

What should I do if my order is approved but hasn't been shipped yet?

We usually ship orders 1-2 business days before the delivery date so that they reach you on time. In case your order hasn't been shipped within this time please contact our Customer Care or fill Complain/Query form so that we can look into it.

I missed the delivery of my order today. What should I do?

The courier service provider delivering your order usually tries to deliver on the next business day in case you miss a delivery.

You will also get SMS from courier service provider with more details on when the courier service will try to deliver again.

Will the delivery be tried again if I'm not able to collect my order the first time?

Courier service provider make sure that the delivery is re-attempted the next working day if you can't collect your order the first time.

The delivery of my order is delayed. What should I do?

On the rare cases that your order is delayed, please check your email & SMS for updates. A new delivery time will be shared with you and you can also track its status by visiting My Orders section on your RUCHIEZ account.

Can I take the shipment after opening and checking the contents inside?

As per company policy, a shipment can't be opened before delivery, but you can accept the shipment and get in touch with us later in case you have any concerns. For damaged or different product, you can return your product as per our "Cancellation & Return" policy.

Why can't I track my order even though it has been shipped?

Courier service provider usually take upto 24 hours to activate tracking for an order once it's shipped. Please check again after the mentioned time frame.

What should I do if I don't get the invoice for my order? or how to get invoice for previous order?

RUCHIEZ and its sellers send a hard copy of the invoice in the shipments. A soft copy is also emailed.

You can also visit My Account › My Orders page to get invoices for your orders.

How quickly can I get my order delivered?

Orders will be delivered by the date you see on the product page for your location.

Should I call RUCHIEZ's Customer Care for installation once my product is delivered?

To make sure that you have a smooth and hassle-free experience, the installation is automatically arranged for your product by the seller within 2-5 business after the item is delivered. You will also get an SMS with the exact installation details after delivery.

How do returns work?

You can raise a request to return or replace your items with these simple steps:

1. Log into your RUCHIEZ account
2. Go to My Orders section, a list of your orders will be displayed.
3. Click on "Order#" you wish to return or cancel, order details will be displayed.
3. Click on 'Return or Replace'.
4. Fill in the details and raise a return request

Once you raise a request, you'll get an email and SMS confirming that your request is being processed. Based on the item, your request may be automatically approved or you may be contacted for more details. If the request is approved, the item will be picked up after which you will get a replacement or refund. You can also track the status of your return request instantly from the "Return requests" section of your RUCHIEZ account.

If I request for a replacement, when will I get it?

Visit "Return request" section of your RUCHIEZ account to check the status of your return or replacement.

In most locations, the replacement item is delivered to you at the time of pick-up. In all other areas, the replacement is initiated after the originally delivered item is picked up. Please check the SMS & email for more details about return and replacement.

Which products are not eligible for returns?

The following is the list of products that are not eligible for returns as per the seller’s Returns Policy:

Can items be returned after the time period mentioned "Cancellation & Return" policy?

No, We will not be able to accept returns after the time period mentioned in the "Cancellation & Return" policy.

Do I have to return the freebie when I return a product?

Yes, the freebie has to be returned along with the product.

I can't see "Return or Replace" button at order detail page, how do i raise "Return or Replace" request?

Invisible "Return or Replace" button mean any one of the following:

1. The item is non refundable (e.g. Gift Card)
2. The time period for "Return or Replacement" mentioned in the "Cancellation & Return" policy has expired.

How long does it take to cancel an order?

Cancellation of item(s) in an order happens immediately if the order hasn't been shipped yet.

What are the checks done for an item that I'm returning?

During pick-up, your product will be checked for the following conditions:

Correct Product: IMEI/ name/ image/ brand/ serial number/ article number/ bar code should match and MRP tag should be undetached and clearly visible.
Complete Product: All in-the-box accessories (like remote control, starter kits, instruction manuals, chargers, headphones, etc.), freebies and combos (if any) should be present.
Unused Product: The product should be unused, unwashed, unsoiled, without any stains and with non-tampered quality check seals/ warranty seals (wherever applicable). Before returning a Mobile/ Laptop/ Tablet, the device should be formatted and Screen Lock (Pin, Pattern or Fingerprint) must be disabled. iCloud lock must be disabled for Apple devices.
Undamaged Product: The product (including SIM trays/ charging port/ headphone port, back-panel etc.) should be undamaged and without any scratches, dents, tears or holes.
Undamaged Packaging: Product's original packaging/ box should be undamaged.

The field executive may refuse to accept the return if any of the above conditions are not met.
For any products for which a refund is to be given, the refund will be processed once the returned product has been received by RUCHIEZ or its seller.

How will I get my refund for returning an item I paid for with Cash on Delivery?

For your Cash on Delivery order, refund will be processed through NEFT.

How can I know the status of my refund?

You can visit 'Return status' section on your RUCHIEZ account to know the status of your refund.
Refund will be processed as soon as the courier service provider confirms the return of the item(s).

What are the modes of refund available after cancellation?

The different refund modes available are:

Back to source - The amount is refunded to the payment mode that was originally used to pay for the order.
NEFT transfer - Available for all Cash-on-Delivery orders. As per policy, cash refunds are not possible.

What should I do if I find the package open or tampered on delivery?

You can request for the item to be replaced by visiting 'My Orders' section on your RUCHIEZ account. Use the 'Return or Refund' option & fill out the details of the issue so that we can help you.

Why have I been asked to ship the item?

When pickup facility is not available for your location as per the courier service providers, you may be asked to ship the item back to the seller. Since the seller can arrange for a refund or a replacement only after the item reaches them, please make sure that the item is sent to the address mentioned in the return related email within 30 days of the email being sent to you.

The seller may not be able to proceed with the return request if the item does not reach the specified address within 30 days.

What are the payment methods available with RUCHIEZ?

Following is the list of payment methods available with RUCHIEZ

1. Debit / Credit Card
2. Net Banking
3. Mobile Payment
3. Paytm
4. Wallet
5. UPI
6. Cash on Delivery

Why is the 'Cash on Delivery' payment mode not available at my location?

Availability of the 'Cash on Delivery' payment mode depends on the courier services delivering to your location. Please enter your pincode on the product page to check if this payment mode is available at your location.

Can I use the Cash on Delivery payment option for every product I buy on RUCHIEZ?

The availability of Cash on Delivery option depends on factors like the delivery pincode, type of products etc. Please enter your pincode on the product page to check if CoD is available at your location.

Can I combine the balance on my Gift Cards with Cash on Delivery to pay for an order?

Yes, balance on Gift Cards can be combined with Cash on Delivery to pay for an order.

How do i select EMI as payment method?

EMI method is currently not available with RUCHIEZ. Will be available shortly. Apologize for the inconvenience.

What if payment is made but order is not placed due to network issue?

Payment will be refunded to respective bank account as per the bank policy (Normally, payment is refunded within 7 working days but it depends on the bank).

How can I order for large quantities of the product as part of a corporate order?

You can write us to corporatesales@ruchiez.in for your corporate gifting requirements.

How does RUCHIEZ prevent internet payment fraud?

RUICHIEZ uses secured Ccavenue payment gateway which uses Norton Secured DigiCert security services and is SISA PCI DSS certified.

Why do I see different prices for the same product?

You could see different prices for the same product because the same product is sold by different sellers and they offer different prices as a part of promotion.

Is installation offered for all products?

Installation is offered for certain products and not for all products through the brand or an authorized service provider. Please check the individual product page to see if these services are offered for the item.

Is it necessary to have an account to shop on RUCHIEZ?

No, you can shop with guest checkout but shopping as a logged-in user is fast & convenient and also provides extra security.

You'll have access to extra features like "My orders", "Return requests", and "Reward points".

You'll have access to a personalised shopping experience including recommendations and quicker check-out.

Do RUCHIEZ and its sellers ship internationally?

Currently, RUCHIEZ and its sellers only ship within India.

Are there any hidden charges (Sales Tax or others) when I shop on RUCHIEZ?

There are NO hidden charges when you shop on RUCHIEZ. The price you see on the product page is final & inclusive of all taxes and it's exactly what you pay.

Note: There can be additional shipping charges based on the Shipping policy.

Why do I see a 'delivery charge'?

It usually costs RUCHIEZ or its sellers more to ship some items. So, sometimes RUCHIEZ or its seller choose to add a delivery charge. For more information, check the Shipping policy.

How can i use a Gift Card to buy item?

There are two different ways to redeem your Gift card as below:

A. Method 1

Go to "My cart" page and enter your nineteen digit Gift card number and click on Apply button to redeem it. Your total payable amount would be deducted by Gift card value.
Click on "Place order" button to proceed for checkout.

B. Method 2

Go to "Checkout" page and enter your nineteen digit Gift card number and click on Apply button to redeem it. Your total payable amount would be deducted by Gift card value.
Proceed for next step.

If your Gift Card value is less than the order amount, you’ll be asked to select an additional payment method to complete the payment.

I can't find the Gift Card I ordered for, What should I do?

Please check your inbox and spam folder for the Gift Card.

If you don’t find the card in spite of this, you can get the card details from your RUCHIEZ account. To do this,

Visit "My orders" section of your RUCHIEZ account.
Click on "Order#" for the Gift card.
Click on the Gift card number for its detail.

Does Gift card expires?

Gift cards have a validity period of 1 year from the date of purchase and once a Gift Card expires, it's validity cannot be extended.

My Gift Card has expired. Can its validity be extended?

Gift cards have a validity period of 1 year from the date of purchase and once a Gift Card expires, it's validity cannot be extended.

Can I buy another Gift Card with the Gift Card I have?

Yes, a Gift Card can be used to buy another Gift Card.

What if my order amount is lesser than the Gift Card value?

If your order amount is lesser than the value of your Gift Card, the balance will stay your Card and you can use it to shop on RUCHIEZ.

Why are faster delivery options not available at my location?

Faster delivery options may not be available at your location due to courier related reasons but we’re trying to expand our services to include more places. Stay tuned for updates!

Why can't I get some items shipped to my location?

RUCHIEZ and its sellers prefer not to ship to certain locations due to the cost involved and this is entirely at their discretion. You can check with your pincode on the product page to see any other sellers ship to your location.

How do i register a complain about order / product / courier service provider / seller, etc

You can contact our Customer care either by calling or by filling up the Complain form. Visit our Customer care section to find toll free number and Complain form.

I see that the warranty terms for my product have changed on RUCHIEZ from when I bought the product. Will this affect my warranty?

No. The warranty terms for your product will be the same as when you got the product & will not affect your warranty in any way.

I lost my warranty card. How can I get warranty?

You can get warranty for your product even without a warranty card. Please use the invoice which will serve as your warranty claim at any authorized service center of the brand.

How can I claim warranty for my product?

You can claim the warranty for your product by using the invoice at any authorized service center of the brand.

What should I do if a service centre denied my request to repair the product?

Please contact our Customer care with the service centre details so that we can look into this.

I want to check my warranty details for the product but I don’t have the warranty card. What should I do?

Please contact our Customer care and we will help you with the details.

There is a mismatch in warranty terms between RUCHIEZ and the brand's website. What will happen to the warranty on my product now?

The mismatch could be because of the change in warranty terms for the product over time. Rest assured, you will be entitled to the terms listed on the warranty card that was provided to you at the time of purchase.

How does warranty work on replacement products?

The warranty on replacement products will be the same as the initial product delivered to you. The invoice you receive with the replacement can be used to claim warranty related services.

I didn't get a warranty card with my product. How can I get the warranty?

You need not have a warranty card to claim warranty for your product. Please use the invoice which can be used to avail warranty at any authorised service centre of the brand.

From when is the warranty for my product applicable?

The warranty for your product starts from the date mentioned on the seller's invoice.

How are items packaged?

Products sold by RUCHIEZ or its sellers are shipped in packages with waterproof plastic wrap.

Fragile items like electronics are safely secured with bubble wrap. All Sellers follow standard packing procedure. Sellers are rated on packaging quality and affects overall seller rating.