FAQ's

Order Tracking

How do I place an order?

• Ordering at AVATRON is easy. Placing your first order at AVATRON? Please follow the below-mentioned steps: 
• Just select the items you want to shop for. 
• Enter your shipping address. 
• Enter your payment information, and you are home. 
• If you need any assistance, give us a call. We would love to take your order over the phone. You may contact us at +91 to book your order in COD mode. Call Timings:- 10:00 AM - 7:00 PM (Monday to Saturday).

Does AVATRON sell the products?

• All the products on this website are sold by the suppliers registered with AVATRON directly to the customers. AVATRON provides only marketplace services to its customers and suppliers. AVATRON protects the interests of its buyers under a buyer protection policy. For more details, please read our FAQs.

How will my order be delivered to me?

• Your order will be delivered through reputed courier companies to your doorstep. Bulk Orders (greater than 10) & heavy items are shipped through the surface & may take more than 10 days for delivery.

How will I know if an order is placed successfully?

• Once your order is successfully placed, you will receive a confirmation over email and text message from avatron.in. This mail will have all the details related to your order. Order details can also be viewed at My Account > Order history if you have placed the order through your log-in id.

What is the standard delivery time?

• Standard delivery time is 2-4 days, however, for some products, delivery time may vary depending upon the availability or depending upon the size of the order.

Why is standard delivery time different for some products?

Time taken to deliver a product depends upon the below-mentioned parameters:

• Stock availability 
• Size of the order 
• Shipping Address 
• Size of the product 
• Make to Order products

Will I be informed once my order is processed?

• Once your order is confirmed and processed, you will receive a shipment notification via Email/SMS advising you on the estimated date of delivery. You can also TRACK ORDER online. Please note tracking information may not be available for all carriers.

I got a confirmation call for my order. Why is that?

• You receive a confirmation call for your order to verify if there isn't any change with your order.

Do you take orders over the phone?

• Yes. We do take orders over the phone. You may contact us at +91 to book your order in COD mode. Call Timings:- 10:00 AM - 7:00 PM (Monday to Saturday)

How do I check the status of my order?

• Our order status is updated to you via emails and SMS at every step. Once your order is placed, you will receive an SMS and an email with your order details. Once your order is dispatched, you receive an SMS with your tracking details. Please check your spam and old SMS-es for the status of your order if you don't see any updates. In case of any unforeseen events which delay your order, you will receive a special update from our end.

Why have I not received my order yet?

• Due to unforeseen circumstances, it is possible that your order might get delayed. We will send you an Email/SMS informing you about the delay along with the new expected delivery date. Visit the MY ORDERS page in your account and click on TRACK ORDER to get the real-time status of your order.

Can I place a bulk order for an item(s)?

• Yes, we accept bulk orders, please place an order, and we will call you on the number provided by you.

Can I add an item to my order after I have placed my order?

• Unfortunately no, however you can simply place another order.

I tried placing an order using my credit card, but it isn't working. Can you help me place an order?

• Yes, if your debit/credit card isn't working, we can always take your order over the phone. Do call us on +91. Call Timings:- 10:00 AM - 7:00 PM (Monday to Saturday)

I tried placing my order using my debit card/credit card/Net Banking, but the order was not successful. What happens to the money deducted from the card?

• Please check your bank/credit card account to first ensure that your account has been debited. If your account has been debited after a payment failure, it is normally rolled back by banks within 7 business days. The time taken can vary from bank to bank, and we, unfortunately, won't be able to expedite this. Please check with your bank for more details. If your bank informs you otherwise, please get back to us. If the money has been credited to our account, we will initiate a refund within 3 days of your request. Receipt of the refund would, however, depend on the mode of payment mode chosen by you. The expected timelines are as below: 
• Net Banking 5-7 business days 
• Debit Card 5-7 business days 
• Credit Card 7-21 business days

I am placing an order as a gift for my loved one. Will she receive the price tags and invoice?

• Yes. Because of the prevalent regulations, we send the invoice along with the product. Tags are also left intact so that a product can be returned if your loved one faces any problem with it.

What is the difference between shipping and delivery?

• Shipping refers to the packing and dispatching of your order. While placing an order, you will find a shipping timeline on the products displayed on the website (e.g., dispatched within 5 days). This refers to the number of working days it will take to dispatch the product from our end. The delivery may take 1-3 days, depending on the address specified for the order.

Which courier company will deliver my order? Is it possible to choose my preferred delivery partner?

• For a smooth delivery of your orders, we have tied up with a number of trustworthy delivery partners. Once your order is dispatched, you will be informed about the shipping details via Email/SMS. Unfortunately, we do not offer the option to choose your preferred delivery partner. However, we will inform you when such services are rolled out in the future.

What should I do if I find my package opened or tampered with upon delivery?

• AVATRON believes in making your shopping experience perfect. However, if you receive an open or a tampered package, please do not accept it. Report this concern by clicking on the Return/Replace option on your MY ORDERS page within the given period. We will look at it immediately and get back to you.

Why did I receive a partial order?

• We are sorry you had to experience this, but please check if your order contains items with different delivery times. Items with different delivery times are shipped to you separately. Do not worry; your order is on its way to you! 
• The expected date and time of delivery will be communicated to you before the dispatch of your order. Under rare circumstances, if we are unable to fulfill your order, we will refund you the full payment made towards that particular product at the earliest.

The status on the tracking website shows delivery was attempted, but I was not there to receive it. Is it possible to get the delivery now?

• The courier companies usually make more than one attempt to deliver your order. In case you do not receive your order, please get in touch with us.

Customer Return Policy

AVATRON is happy to serve the customer and fulfill their requirements. If the customer receives any product which fulfills the below-mentioned criterion, the customer is eligible for return/exchange:

• Product is used/altered/Defective product.
• Physical / in-transit damage to the product.
• Branded product received seal opened.
• Empty packet/some items or accessories are missing.
• A significant difference was found in the AVATRON website as a comparison to the product. 
• Wrong item sent.

The customer is not eligible for return/exchange if

• It's "No longer needed."
• The customer tried to handle the industrial product and was unable to use it, which promotes any tear/damage.
• Made-to-order (on-demand) products will not be returned.

Guidelines for Return/Exchange:

• For Products purchased on AVATRON, in the event the customer has any concern with the product, the customer shall raise a Return/Exchange request within 2 days of product delivery. In case the product is damaged, or the wrong item has been sent, raise the request within 48 hours of product Delivery. 
• Customers must share videos with the Customer care team while opening the package in case of an Empty Package/Quantity issue.
• Customers must share photographs (Exterior image of the box from all sides, Interior image with packaging, damaged product image, image of the shipping label) with the Customer care team in case of damaged or wrong product (Videography will be highly appreciated) within 48 hours of delivery. 
• In the case of Lighting, Home Automation/Smart Home, Hifi Audio, Video, Security, Surveillance & Networking goods, the return will be accepted only in case of a wrong, defective, damaged product. 
• In Case of Faulty electronics products, customers need to contact the nearest service center for repair/ replacement.
• All products must be in new and unopened condition with all the original packing, tags, inbox literature, warranty/ guarantee card, freebies, and accessories, including keys, straps, and locks, intact.
• AVATRON shall endeavor to process the customer refund within 15 (Fifteen) working days from the date of request made to the Customer Care team.

Refund Policy

• The refunds in accordance with the above guidelines shall be as per the following: 
• In the case of pre-paid order, the refund will be processed through a payment gateway or any other online banking / electronic funds transfer system approved by the Reserve Bank of India and will reflect in the same account of the customer buying the product from where the customer has paid the transaction amount. 
• For cash on delivery transactions, refunds, if any, will be made via NEFT only in favor of the customer buying the Products, as per the details provided by the customer.
• The customer buying the Products will not be charged for the pickup, and no other deductions shall be made on refunds confirmed to the customer buying the product.
• Refunds / Returns shall NOT be allowed in the following cases:
• Return request is made outside the specified time frame of 2 days as specified above.
• In case where price tags, labels, original packing, freebies, and accessories, box are missing.
• If the product is damaged by the customer, in any manner as may be determined by AVATRON at its sole discretion.
• If the product has been used by the customer.
• If the product sold as combo/sets cannot be returned as individual products.

Refund

I've still not received the refund in my bank account. Why?

• If you have received a mail/message from us confirming your refund request, then rest assured that we have initiated your refund request and are following up with financial organizations for the same. 
• Sometimes financial organizations take a longer time to process the refund request. However, if the refund hasn't happened by the date we promised, you can contact us. We will gladly help you.

When are Refunds provided?

• We work to provide the most hassle-free online shopping experience. You are covered, and your money is safe. We initiate the refund process as soon as we receive the details.
• Damaged products are returned to our warehouse and have been quality checked.

I paid the amount upfront while purchasing a product from AVATRON, how do I get the refund?

• Your payment is secured. In case of prepaid orders (paid through credit card/debit card/net banking), the amount is refunded in the same account as you had made payment within 15 working days.

I paid cash on delivery, how would I get the refund?

• If the mode of payment was cash on delivery (COD), we would initiate a NEFT bank transfer to your bank account. AVATRON will contact you for your bank account details. It normally takes 7-10 days for your money to get reflected in your bank account.

What are the details you require to process an NEFT refund?

• Once you agree to NEFT refund, you will receive an email from the AVATRON customer support team asking for it. 
• Bank Name 
• Account Number 
• Account Holder's name 
• IFSC code 
• Location of the Bank. We initiate the refund process as soon as we receive the details from you, and it takes 7-10 working days for the money to be credited to your account.

Can I ask for an NEFT refund if I paid through Credit Card/Debit Card/Net banking?

• No, in case you paid via credit card/debit card/net banking, the amount will be refunded to the same account as you had made the payment.

How long will it take to refund?

• It takes 7-10 working days for the money to be credited to your account.

Payment Options

What are the modes of payment for purchasing on avatron.in? What payment methods do you accept?

• We accept the following modes of payment: 
• Debit/Credit Cards/Net banking of all major banks 
• Cash On Delivery (COD) 
• NEFT/RTGS

What is COD (Cash On Delivery)? Are there any additional charges for COD orders?

• COD refers to Cash On Delivery. It doesn't matter if you don't have a Credit/Debit card or online shopping is not your forte. Suppose you are not comfortable making an online payment on avatron.in, you can opt for the Cash on Delivery (C-o-D) payment method instead. AVATRON offers you the option of paying for the purchase at your doorstep. Just place your order and make a cash payment to our COD partner upon the delivery of your item. 
• Not all deals/products have a COD option. Please check the deal page before buying. AVATRON does not offer COD at all locations. Please enter your pin code to check the availability of the COD option at your location.

How do I place a Cash on Delivery (C-O-D) order?

• All items that have the "Cash on Delivery Available" icon are valid for orders by Cash on Delivery. 
• Add the item(s) to your cart and proceed to checkout. When prompted to choose a payment option, select "Pay By Cash on Delivery." Enter the CAPTCHA text as shown for validation. 
• Once verified and confirmed, your order will be processed for shipment in the time specified from the date of confirmation. You will be required to make a cash-only payment to our courier partner at the time of delivery of your order to complete the payment.

Can I pay COD (Cash On Delivery) for every product I buy on AVATRON?

• For most of the products, COD is available and is mentioned on the product page. However, due to logistics concerns, this option might not be available for a few products.

How can I pay if the COD option is not available at my address?

• If the COD option is not available at your address, you can always opt for Net Banking or Credit/Debit Card. In case you don't have Net Banking or Debit Card options, please contact your bank for Debit Card/Credit Card issues. Alternatively, you can call us and take our bank account details for a quick bank transfer and share the payment acknowledgment via email to expedite the process of your order.

Why isn't COD available to me?

• Cash on Delivery (COD) option is not offered by our Courier partners at a few serviceable locations. Hence, based on your location COD option may not be available to you. However, you can always opt for payment through Net Banking or Credit/Debit Card. 
• We also restrict Cash on Delivery facility for certain customers based on our long-term experience. To know more, please refer to our Terms and Conditions.

How do I pay using a credit/debit card?

• Credit cards: 
• We accept payments made using Visa, MasterCard, and American Express credit cards. 
• To pay using your credit card at checkout, you will need your card number, expiry date, and three-digit CVV number (found on the backside of your card). After entering these details, you will be redirected to the bank's page to enter the online 3D secure password. 
• Debit cards: 
• We accept payments made using Visa, MasterCard, and Maestro debit cards. 
• To pay using your debit card at checkout, you will need your card number, expiry date (optional for Maestro cards), and three-digit CVV number (optional for Maestro cards). You will then be redirected to your bank's secure page to enter your online password (issued by your bank) to complete the payment.

Is it safe to use my credit/debit card on AVATRON?

• Your online transaction on AVATRON is secure with the highest levels of transaction security currently available on the Internet. AVATRON uses PayU as a payment gateway to protect your card information while securely transmitting it to the respective banks for payment processing. 
• All credit card and debit card payments on AVATRON are processed through secure and trusted payment gateways managed by leading banks. Banks now use the 3D secure password service for online transactions, providing an additional layer of security through identity verification.

What is a 3D secure password?

• The 3D secure password is implemented by VISA and MasterCard in partnership with card issuing banks under the "Verified by VISA" and "Mastercard SecureCode" services, respectively. 
• The 3D Secure password adds an additional layer of security through identity verification for your online credit/debit card transactions. This password, which is created by you, is known only to you. This ensures that only you can use your card for online purchases.

What steps does AVATRON take to prevent card fraud?

• AVATRON realizes the importance of strong fraud detection and resolution capability. We and our online payments partners monitor transactions continuously for suspicious activity and flag potentially fraudulent transactions for manual verification by our team. 
• In the rarest of rare cases, when our team is unable to rule out the possibility of fraud categorically, the transaction is kept on hold, and the customer is requested to provide identity documents. The ID documents help us ensure that the purchases were indeed made by a genuine cardholder. We apologize for any inconvenience that may be caused to customers and requests them to bear with us in the larger interest of ensuring a safe and secure environment for online transactions.

My transaction failed, but the money was deducted from my account. What should I do?

• We regret the inconvenience caused. Please send us a mail at [email protected] with your transaction details, and we will look into it immediately. 
• If your money has not reached us, it will surely be refunded back to your account.

What should I do if my payment fails?

• In case of a payment failure, please retry, ensuring that information passed on to the payment gateway is accurate, i.e., account details, billing address, password (for net banking), and your internet connection is not disrupted in the process. If your account has been debited after a payment failure, it is normally rolled back to your bank account within 7 business days. All you need is to call us at +91. Call Timings:- 10:00 AM - 7:00 PM (Monday to Saturday)

Can I use my bank's Internet Banking feature to make a payment?

• Yes. AVATRON offers you the convenience of using your bank's Internet Banking service to make a payment towards your order. With this, you can directly transfer funds from your bank account while conducting a highly secure transaction. We accept payment through Internet Banking from almost all banks.

Can I make a credit/debit card or Internet Banking payment on AVATRON through my mobile?

• Yes, you can make credit card payments through the mobile site. AVATRON uses PayU as a payment gateway for credit/ debit card payments. PayU uses high-end technology to protect your card information.