Exchange Offer – Frequently Asked Questions

1. How do I check if Exchange is available for the product I want to buy?Exchange is available on select products in the following categories: Smartphones / Mobiles, TV, Laptops, Refrigerators, Washing Machines, Tablets and ACs Or time to tome change. To check if Exchange is available for a product, update the pin code for your delivery address and look for a “With Exchange” option on the product page of the desired product.

2. How do I check if an exchange is available at my location?To check if Exchange is available at your location, update the pin code of your delivery address and look for a “With Exchange” option on the product page of the relevant product.

3. What should be the condition of my used product that is to be exchanged?If you are returning a Mobile, Laptop or TV, such Used Product must be in working condition, and the display/screen of the Used Product should be intact, that is without any scratches, cracks, discoloration, spots, lines, dead pixels, or any other damage of any manner. Please remove any scratch-guard, screen-guard, tempered-glass, or other protective covering applied to the screen of the Used Product device.

The used product should not be damaged, broken, or otherwise tampered with. The used product should match the details entered while placing the order (with Exchange) and will be validated by the delivery associate. You must delete all personal data, sign out of your iCloud (iOS) / Google (Android) accounts, and remove any lock code or passwords.

4. What happens if the condition of my used product that is to be exchanged does not match the criteria?

If it is determined that the old / exchanged product does not meet the criteria, you can choose to convert your exchange order to regular order. You may pay the value of the Used product at your doorstep using a Cash / Credit card or Debit card / a payment link you receive by SMS.

Once the delivery associate confirms that payment has been received, the new product will be delivered.

5. The battery of my phone/laptop/tablet is dead and the device only turns on when connected to a charger, will my device be accepted under the exchange program?We do not accept such devices (if the battery of the device, phone/laptop/tablet, dead and it turns on when connected to a charger) under the exchange offer.

6. Do I need to provide original accessories and packaging for my used product?It is preferred that you provide your used product with all original accessories and packaging. However, it is not mandatory. You may complete the Exchange process without the original accessories and packaging, provided your used product meets all the other requirements.

7. How do I send my used product to Raavna?The delivery associate will pick up the used product at the time of delivery of the new product, provided the details and condition of the used product match with the details and conditions entered at the time of placing the order (with Exchange).

At the time of exchange order pickup, the Raavna Delivery Associate (DA) will be wearing personal protection equipment, including a mask, disposable hand gloves and shoe covers. To verify the working condition of the used product and to conduct the end-to-end verification process, the DA will, in addition to wearing protective equipment, sanitize their hands (as well as the used product). Customers are requested to maintain a minimum 2-meter distance during such a verification process. The delivery of the new product will be completed once the DA successfully completes the verification and collects the used product from the customer’s premises.

8. Can I exchange more than one used products to buy one new one?No, you can exchange only one used product per new product.

9. I have a used mobile phone, can I exchange it to buy a new product from another category?Yes, you can exchange a mobile and purchase an eligible product from another category.

10. Can I exchange a different product from the one described by me at the time of placing the order?No, once the order is placed, you can only exchange the used product that was described at the time of placing the order. The Exchange value is applied based on the details of the used product that were entered by you. If the details entered do not match the used product that is handed over for Exchange at the time of delivery, the order and delivery of the new product will be canceled.

11. How can I get my used product back?Once a used product has been picked up from you, we will not be able to return it as it would have already been collected and processed by our third-party buyback partners. In case you have returned your order for a refund, subject to Raavna.store’s return policies, an Raavna Gift Card equivalent to the Exchange value will be credited to your Raavna.store account. See Exchange Offer – Terms and Conditions. In such a case, the Raavna Gift Card will be credited to your Raavna account within 3 days of the date of acceptance of return of your order and the refund amount for the remaining order amount will be refunded to your payment method as per Raavna.store’s return policy.

12. Is there a list of used products that can be exchanged?The used products accepted under the Exchange program is dependent on the buyback partners and hence the list is dynamic. Please see the “With Exchange” option on the product page of the selected product to see the latest list of used products eligible for exchange.

13. What if I have personal data on my phone/tablet/laptop?You must delete all the data on your device before handing it over to the delivery associate. Raavna or its affiliates, the seller, the buyback partner, the future buyer or the manufacturer will not be responsible for any data that may be retained on the used product, and you cannot approach any of the above parties for any retrieval or deletion of the data from your used product.

14. How do I find my IMEI number to exchange my mobile phone?Dial *#06# from the phone that you want to exchange to identify its IMEI number. The IMEI number can also be found inside the battery compartment, in phone settings or on the original packaging of the mobile phone.

15. I see two IMEI numbers on my phone, do I need to provide both for exchange?No, you need to enter only one of them at the field for the IMEI number.

16. Why do I see a different exchange value at different pin codes?The exchange offer you receive on Raavna.store and the proposed exchange value is provided by third party buyback partners. The offer may vary depending on the brand and model selected, your delivery location and availability of the offer by the buyback partner at the time of placing the order. While we strive to connect with various buyback partners to provide the best value to customers, the offer you see may vary depending on the above-mentioned factors.