E-commerce deals are tempting, especially on iPhones. However, there’s always a possibility that your handset could have some kind of manufacturing defect, which may sour the purchasing experience. While receiving a defective iPhone or any other electronic gadgets is purely based on luck, there is only much you can do to initiate a refund or get a flawless replacement product. Today, we will tell you what to do in case you receive a defective iPhone.
A defective iPhone is usually a rare occurrence but when it happens, there are a couple of actions you can take to address the issue. Requesting a replacement device is usually one of the easiest things to get done. However, in some situations, the requirements for a replacement aren’t possible, which is when users need to reach out to Apple’s service center to get the problems rectified.
Let’s look at all the scenarios and find out what all can be done to address the issue.
Immediate steps upon discovery of a defect:
Step 1: Document everything
As soon as you unbox your iPhone and notice a defect, do not delay. Take clear photographs and videos of the phone showing the defect, the packaging, and any signs of tampering or damage to the box. Ensure the product’s original packaging, accessories, user manual, and warranty cards are kept intact. If you observe any defect prior to accepting the delivery, you can always refuse the delivery. The e-commerce platform is likely to request a refund or replacement of unit.
Step 2: Act within the return window:
Both Flipkart and Amazon India typically have a 7-day return/replacement window for mobile phones and other electronics. For Apple and Google phones, this usually translates to a replacement-only policy if a defect is confirmed within this period. For for damaged mobile devices, raising a return request within 48 hours of switching on the device might be critical to avoid rejection.
Step 3: Contact the seller immediately:
Flipkart:
Initiate a replacement request directly through the Flipkart website or app within the 7-day window. They will likely offer troubleshooting via online tools, phone, or even an in-person technical visit. It’s important to note that Flipkart acts as a marketplace, and the final decision on replacement often rests with the seller/brand. For Apple devices specifically, consumers might be directed to an Apple authorised service centre for diagnosis if a defect isn’t confirmed or resolved within the initial 7 days.
Amazon India:
Similar to Flipkart, Amazon India typically offers a replacement-only policy for defective mobile phones within a specific window (often 7-10 days, though older reports mentioned a 10-day period). If a defect is determined within this return window, a replacement of the same model will generally be provided at no additional cost. However, for Apple products (iPhones, AirPods, iPads, etc.), consumers are frequently advised to contact Apple customer service directly for assistance.
Know you consumer rights: How to escalate if e-commere site doesn’t help
If the e-commerce platform or the brand service center fails to provide a satisfactory resolution, consumers in India have strong rights under the Consumer Protection Act, 2019.
Formal complaint: You should document all communications. If initial attempts fail, send a formal complaint in writing (email, registered letter) to both the seller on the platform and potentially the manufacturer, clearly stating the defect and the desired resolution (replacement or refund).
Legal notice: If no satisfactory solution is provided, consider sending a legal notice through an advocate. This often prompts companies to resolve the matter to avoid further litigation.
Consumer Disputes Redressal Commission
As a last resort, a complaint can be filed with the appropriate Consumer Dispute Redressal Commission (District, State, or National, depending on the claim value). This can be done online via the e-Daakhil portal or physically. The Consumer Protection Act mandates a speedy trial, with cases ideally resolved within three to five months.
