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There could be certain circumstances beyond our control where you could receive a damaged / defective product or a product that is not the same as per your original order. We will replace the product to your satisfaction at no extra cost. In such circumstances, before using the product, please get in touch with our Customer Service Team who will guide you on the process for the same at our Customer Service number 9801198017) 

The return process of the product can be restricted depending on the nature and category of the product.

Conditions for return:

1. Please notify us of receipt of a Damaged / Defective product within maximum 24 hours of delivery.
2. Products/Items should be UNUSED.
3. Products should be returned in their original packaging along with the accessories, IMEI stickers, in the same condition in which you received it. Product must also be in its original package.
4. It is advised that the return packets should be strongly and adequately packaged so that there is no further damage of goods in transit.
5. To complete your return process, we will need a receipt or proof of purchase or invoice copy.

Refunds:

We will process the refund after receipt of the product by Virgin Mobile Private Limited or its business partner. All refunds will be routed through original payment gateway be it PAYTM, PAYPAL, or any other bank debit or credit cards accounts after adjusting the cancellation charges. Refund will be processed based on the mode of payment of the order.

1. Orders paid by credit/ debit card will be refunded by credit back to the credit/ debit card within 7 working days and the refund will reflect in the next statement.
2. Orders paid by net banking accounts will be credited back to bank account
3. For all other modes of payment, we will send a refund cheque. The cheque will be made in favor of the name as in the "billing name" provided at the time of placing the order
4. Once your return is received and inspected, you will receive an email about the status of your return.
5. In case, your return has been accepted, the refund amount will be processed immediately. A credit will be automatically applied to your credit card or original payment method within 3-7 working days.

Late or missing refunds (if applicable)

1. If you haven't received your refund even after 7 days of processing your return, please check your bank account again. Otherwise, contact your credit card company; it may take some time before your refund is shown in your balance. You can always contact your bank branch. Usually, there is some difference in time before a refund is displayed in your account.
2. If you have done all of the above and you still haven't received your refund amount, please write to Virgin Mobile.

On sale products (if applicable)

1. Only items that are regularly priced are eligible for a refund. Products that are bought on sale and other special offers cannot be refunded.

Exchanges (if applicable)

1. Products are replaced only if they are not opened and are still in their original packaging. If you need to exchange your product for the same item, then send us an email at csd@virginmobile.com and you can send your product to Shop No. 09, Tamrakar Complex (Mobile Plaza) 
   Pako Market, Newroad Kathmandu, Nepal, 44600.

1. If the product you have received is marked as a gift when purchased and is shipped directly to you, a gift credit will be given to you for the value of your return. Once the returned item is received in its original condition, a gift certificate will be mailed to you.
2. If the product was not marked as a gift when purchased, or if the product was a gift received by you, we will refund the gift giver and he/she will find out about your return.