Our Commitment to You
At FIXplanet, customer satisfaction is our top priority. We stand behind the quality of our repairs with a comprehensive warranty and fair refund policy. This document outlines your rights and our obligations regarding service satisfaction, warranties, and refunds.
✓ 100% Satisfaction Guarantee
We're committed to providing high-quality repair services. If you're not satisfied with our service, we'll work to make it right. Your trust and satisfaction matter more than a single transaction.
1. Service Warranty Coverage
1.1 Standard Warranty Period
All repairs performed by FIXplanet include:
- 12-Month Warranty on parts installed
- 12-Month Warranty on workmanship
- Free replacement if parts fail due to defects
- Free re-repair if the same issue reoccurs within warranty period
1.2 What's Covered
| Repair Type |
Warranty Coverage |
What's Included |
| Screen Replacement |
12 Months |
Display defects, touch issues, dead pixels (if not physical damage) |
| Battery Replacement |
12 Months |
Battery health degradation, charging issues, battery swelling |
| Back Glass |
12 Months |
Adhesive failure, cracking without external force |
| Charging Port |
12 Months |
Port malfunction, connection issues |
| Speakers/Microphone |
12 Months |
Sound quality issues, component failure |
| Water Damage Recovery |
3-6 Months* |
Limited warranty on repaired components (*varies by damage extent) |
1.3 Warranty Exclusions
Warranty does NOT cover:
- Physical damage after service (drops, impacts, cracks)
- Water or liquid damage occurring after repair
- Damage from improper use, mishandling, or accidents
- Unauthorized repairs or modifications by third parties
- Normal wear and tear
- Software issues, iOS bugs, or system updates
- Cosmetic damage (scratches, dents) that doesn't affect functionality
- Components not replaced by FIXplanet during the service
- Issues unrelated to the repair performed
2. Refund Policy
2.1 Eligibility for Refund
You may be eligible for a full or partial refund in these situations:
Scenario 1: Service Not Performed
Refund: 100% refund if no work was done
If we're unable to repair your device or you decide not to proceed after assessment, you'll receive a full refund of any payment made (diagnostic fee may apply in some cases).
Scenario 2: Repair Failure Within 7 Days
Refund: 100% refund OR free re-repair
If the repaired component fails within 7 days due to defect or workmanship issue (not physical damage), you can choose between full refund or free re-repair with upgraded parts.
Scenario 3: Incorrect Diagnosis
Refund: 100% refund
If we misdiagnosed the issue and performed unnecessary service, you'll receive a full refund.
Scenario 4: Service Quality Issues (8-30 Days)
Refund: Free re-repair OR partial refund (case-by-case)
If issues arise within 8-30 days, we'll first attempt to fix the problem at no cost. If unsuccessful, we'll discuss refund options.
Scenario 5: Customer Dissatisfaction
Refund: Case-by-case basis
If you're unsatisfied with service quality but the repair is functionally sound, we'll investigate and work toward a fair resolution.
2.2 Non-Refundable Situations
- Repair completed successfully and device functioning properly
- Damage occurred after service delivery (drops, water exposure, etc.)
- Customer changed mind after successful repair completion
- Third-party interference or repairs performed after our service
- Issues unrelated to the specific repair we performed
- Diagnostic fees for devices deemed unrepairable
- After 30 days from service date (warranty claims apply instead)
3. How to Request Refund or Warranty Service
3.1 Step-by-Step Process
Step 1: Contact Us Within Timeline
Reach out as soon as you notice an issue:
- Within 7 days for immediate concerns
- Within 30 days for refund eligibility
- Within 12 months for warranty claims
Step 2: Provide Details
Share the following information:
- Service receipt/warranty certificate
- Description of the issue
- Photos or videos of the problem (if applicable)
- Original payment confirmation
Step 3: Device Assessment
We'll inspect your device to determine:
- If issue is covered under warranty
- Root cause of the problem
- Best resolution approach
Step 4: Resolution Offered
Based on assessment, we'll offer:
- Free re-repair with upgraded parts
- Full refund (if eligible)
- Partial refund with service credit
- Alternative solution
Step 5: Resolution Implementation
Once you accept the resolution:
- Repairs completed within 24-48 hours
- Refunds processed within 5-7 business days
- You'll receive confirmation and updated documentation
3.2 Contact Methods for Claims
4. Refund Processing
4.1 Refund Methods
Refunds will be issued through the original payment method:
- Cash Payment: Cash refund or bank transfer
- UPI/Digital Payment: Refund to same UPI ID/account
- Bank Transfer: Refund to same bank account
4.2 Refund Timeline
| Refund Type |
Processing Time |
Notes |
| Cash Refund |
Immediate to 2 days |
Can be done in person or via bank transfer |
| UPI Refund |
1-3 business days |
Instant to 72 hours depending on bank |
| Bank Transfer |
3-5 business days |
Requires bank account verification |
| Service Credit |
Immediate |
Valid for 12 months on future services |
4.3 Partial Refunds
In certain situations, partial refunds may be offered:
- Device partially functional but not meeting expectations
- Minor issues that don't warrant full refund
- Goodwill gestures for service delays or inconvenience
- Negotiated settlements for disputed cases
5. Exchanges and Re-repairs
5.1 Part Exchange
If installed part is defective within warranty period:
- Same-Grade Exchange: Standard replacement with same quality part
- Upgrade Exchange: Higher quality part at no extra cost (if issue recurs)
- Alternative Solution: Different approach to fix the issue permanently
5.2 Re-repair Service
- Completely free within warranty period
- Priority scheduling (usually within 24 hours)
- Upgraded parts used if same issue recurs
- Extended warranty provided after successful re-repair
- No additional charges for parts or labor
6. Service Credit and Compensation
6.1 When We Offer Service Credit
As an alternative to refunds, we may offer service credit for:
- Inconvenience caused by service delays
- Minor quality issues
- Goodwill gestures
- Loyalty appreciation
6.2 Service Credit Terms
- Validity: 12 months from issue date
- Transferable: Can be used by family/friends
- Combinable: Can be used with other offers
- Usage: Applicable to all services (parts & labor)
6.3 Additional Compensation
In cases of significant service failure or inconvenience:
- Free additional services (screen protector, device cleaning)
- Discount vouchers for future services
- Referral credits
- Extended warranty coverage
7. Customer Responsibilities for Warranty/Refund
7.1 To Maintain Warranty Coverage
- Keep service receipt and warranty certificate safe
- Report issues promptly (within 30 days preferred)
- Don't attempt self-repairs or seek third-party service
- Use device according to manufacturer guidelines
- Protect device from physical damage and water exposure
7.2 For Refund Claims
- Provide proof of payment and service receipt
- Return device for inspection (if applicable)
- Provide honest and detailed description of issues
- Allow reasonable time for assessment and resolution
- Cooperate with troubleshooting attempts
Important: Warranty and refund eligibility may be voided if device shows signs of:
- Physical tampering or unauthorized repairs
- Liquid damage after service
- Intentional damage or misuse
- Missing components or parts
8. Dispute Resolution
8.1 Our Commitment to Fair Resolution
If you're dissatisfied with offered resolution:
- Escalation to Manager: Your case will be reviewed by senior management
- Detailed Investigation: Thorough examination of service records and device condition
- Independent Assessment: Third-party evaluation if needed
- Fair Negotiation: Open discussion to find mutually acceptable solution
8.2 Escalation Process
- Level 1: Technician and customer service team (0-2 days)
- Level 2: Service manager review (3-5 days)
- Level 3: Senior management decision (6-10 days)
We're committed to resolving disputes amicably. In rare cases where agreement can't be reached, legal recourse may be pursued as per our Terms of Service.
9. Special Situations
9.1 Water-Damaged Devices
- Limited warranty (typically 3-6 months)
- No guarantee of long-term functionality
- Refunds considered case-by-case
- Honest communication about success likelihood before service
9.2 Devices with Pre-existing Issues
- Warranty only covers repaired components
- Other issues documented before service
- No liability for undisclosed pre-existing problems
9.3 Devices Deemed Unrepairable
- Diagnostic fee may apply (typically ₹200-500)
- Honest assessment provided
- Alternative solutions suggested
- No additional charges if declared unrepairable
10. Prevention and Quality Assurance
10.1 How We Minimize Issues
- Thorough device testing before handover
- Quality parts from trusted suppliers
- Skilled and trained technicians
- Strict quality control procedures
- Customer education on device care
10.2 Your Role in Success
- Follow post-service care instructions
- Use quality accessories (chargers, cases)
- Protect device from extreme conditions
- Report any concerns immediately
- Maintain device properly
11. Policy Updates
This return and refund policy may be updated periodically. Changes will be:
- Posted on our website with "Last Updated" date
- Communicated via email to registered customers
- Applicable to services performed after the update date
- Not applied retroactively to previous services
Our Promise to You
At FIXplanet, we believe in transparency, fairness, and putting customers first. If you ever feel we've fallen short of these values, please give us the opportunity to make it right. Your satisfaction is our success.