This Refund and Return Policy ("Policy") applies to purchases and pre-bookings made through the ARC website operated by Zenali Innovative Technologies Private Limited ("Zenali", "we", "us" or "our").
By making a pre-booking or purchasing a Product through https://www.playarc.gg/, you agree to this Policy, together with our Terms of Service and Privacy Policy.
1. PRE-BOOKING POLICY
1.1 Pre-Booking Programme
Zenali may offer Products, including the ARC x1 handheld gaming console, through a pre-booking programme conducted in one or more batches.
Each batch of pre-booking may have its own opening date, refund deadline, pre-booking amount and other applicable terms. The specific details applicable to each batch will be clearly displayed on the relevant pre-order page on the Website before the customer completes the pre-booking.
By completing a pre-booking, the customer agrees to the terms applicable to the relevant batch, including the applicable pre-booking refund deadline.
1.2 Pre-Booking Amount
During the applicable pre-booking period, customers may reserve a place in the pre-booking queue by paying the pre-booking amount displayed on the relevant pre-order page.
The pre-booking amount will be adjusted against the final purchase price of the applicable Product if the customer proceeds with the purchase.
The final purchase price will be the price displayed or communicated by Zenali at the applicable stage of the purchase process.
1.3 Batch-Specific Pre-Booking and Refund Window
The pre-booking programme may be conducted in multiple batches, including Batch 1, Batch 2, Batch 3, Batch 4 and subsequent batches.
For each batch:
- The pre-booking opening date will be announced and displayed on the relevant pre-order page;
- The applicable pre-booking amount will be displayed on the relevant pre-order page;
- The applicable refund deadline will be displayed on the relevant pre-order page; and
- The refund deadline applicable to that batch will govern all pre-bookings made for that batch.
The dates and deadlines applicable to subsequent batches will be announced separately on their respective pre-order pages.
1.4 Refund Eligibility
A customer may request a refund of the applicable pre-booking amount on or before the refund deadline specified for the relevant batch.
The refund request must be received by Zenali no later than the applicable deadline displayed on the relevant pre-order page.
Once a valid refund request is received and verified, the applicable pre-booking amount will be refunded to the original payment method, subject to applicable payment-processing timelines.
1.5 Pre-Booking Amount After the Refund Deadline
Once the refund deadline applicable to a particular batch has passed, the pre-booking amount for that batch becomes non-refundable.
A customer who does not request cancellation within the applicable refund window will not be entitled to a refund merely because they subsequently decide not to proceed with the purchase.
The refund deadline applicable to each batch is fixed and will not be extended, except where required by applicable law or expressly agreed by Zenali.
1.6 Final Payment
After the applicable pre-booking refund window closes, eligible customers will receive a payment link or other payment instructions for the remaining balance applicable to their Product.
The pre-booking amount already paid will be adjusted against the final purchase price of the applicable Product.
The customer will have 76-hour from the date and time the final payment link is issued to complete the balance payment.
1.7 Failure to Make Final Payment
If the customer does not complete the required balance payment within the applicable 76-hour payment window:
- The pre-booking will be cancelled;
- The pre-booking amount will become non-refundable;
- The product allocation or booking slot may be released; and
- The next eligible customer in the pre-booking queue may be invited to proceed with the purchase.
The final payment deadline will not be automatically extended because of a customer's failure to complete payment within the specified period.
1.8 Completion of Purchase
Once the customer successfully completes the required final payment, the purchase will be confirmed in accordance with Zenali's order-processing procedures.
After the final payment has been successfully completed, the amount paid for the Product is non-refundable for customer-initiated cancellation or change of mind, except where a refund or other remedy is required under this Policy, the applicable Product warranty, or applicable law.
2. GENERAL CANCELLATION POLICY
2.1 No Cancellation After Final Payment
Once the final payment for a Product has been successfully completed and the order has been confirmed, customers cannot cancel the order merely because they have changed their mind or no longer wish to purchase the Product.
This restriction does not affect a customer's rights relating to a Product that is defective, damaged, incorrectly supplied, or otherwise subject to a remedy under applicable law, this Policy or the applicable Product warranty.
2.2 Pre-Booking Cancellation
Pre-booking cancellations are governed exclusively by the pre-booking refund provisions in Section 1 of this Policy.
3. RETURNS
3.1 No Change-of-Mind Returns
Zenali does not accept returns merely because a customer has changed their mind, no longer wants the Product, ordered the wrong Product, or otherwise decides not to retain a Product after purchase.
3.2 Eligible Return Situations
A return or replacement request may be considered where:
- The Product received is defective;
- The Product was damaged during delivery;
- The Product delivered is materially different from the Product ordered; or
- Another circumstance exists in which a return, replacement or refund is required under applicable law or the applicable Product warranty.
3.3 Reporting Period
If you receive a Product that is damaged, defective or incorrect, you must contact Zenali within 46 hours of delivery.
The request should include your order number and sufficient information for Zenali to assess the issue.
Requests submitted after this period may not be accepted, except where required by applicable law or where the nature of the defect could not reasonably have been identified within the applicable period.
3.4 Evidence and Verification
To help Zenali assess a return or replacement request, customers may be required to provide clear photographs, videos or other evidence showing the Product and the reported issue.
For claims involving visible transit damage or receipt of an incorrect Product, Zenali may require an unboxing video showing the opening of the original package and the condition or contents of the package at the time of opening.
Zenali may inspect or verify the Product and the reported issue before approving a return, replacement or refund.
3.5 Return Instructions
Customers must not send a Product back to Zenali without first obtaining return instructions or approval from Zenali.
Where a return is approved, Zenali will provide the customer with instructions regarding the return process and applicable delivery arrangements.
Product returned without prior approval may not be accepted.
3.6 Condition of Returned Products
Where a return is approved, the Product should be returned together with the original packaging, accessories, manuals, documentation and other items supplied with the Product, to the extent applicable.
Where the issue relates to a defect, damage or incorrect Product supplied by Zenali, the customer's statutory rights will not be affected merely because the original packaging or an accessory cannot reasonably be returned.
4. DAMAGED, DEFECTIVE OR INCORRECT PRODUCTS
If you receive a Product that is damaged, defective or different from the Product you ordered, please contact Zenali within 48 hours of delivery.
After reviewing the information provided and, where necessary, inspecting the Product, Zenali may provide an appropriate remedy, which may include:
- Replacement of the Product;
- Repair, where appropriate;
- Refund of the applicable amount; or
- Another remedy available under applicable law or the applicable Product warranty.
Where Zenali confirms that the Product was damaged in transit, defective, or incorrectly supplied, Zenali will bear the applicable return/reverse-shipping cost, and no return shipping charge will be deducted from the customer's eligible refund.
The specific remedy may depend on the nature of the issue, Product availability, applicable warranty terms and applicable law.
5. REFUNDS
5.1 Approved Refunds
Where a refund is approved under this Policy, Zenali will initiate the refund to the original payment method, unless otherwise required or permitted by applicable law.
5.2 Pre-Booking Refunds
Eligible pre-booking refunds will be processed after Zenali receives and verifies the customer's valid cancellation request submitted within the applicable pre-booking refund window.
5.3 Product Refunds
Where a refund is approved following an eligible return, defective Product, damaged Product or incorrect Product, Zenali will initiate the applicable refund after the relevant verification process has been completed.
5.4 Payment Processing Time
Once Zenali initiates an approved refund, the time taken for the amount to be credited to the customer's account may depend on the applicable bank, card issuer, UPI provider or payment service provider.
Zenali is not responsible for delays attributable solely to the customer's bank, card issuer, payment network or payment service provider.
5.5 Refunds to Original Payment Method
Where technically and legally feasible, refunds will be made to the same payment method used for the original transaction.
Zenali may request additional information where necessary to verify the transaction or process the refund securely.
6. PAYMENT ERRORS AND DUPLICATE PAYMENTS
If you believe that you have been charged more than once for the same transaction, or that your payment was deducted despite an unsuccessful transaction, you should contact Zenali with the relevant transaction or order details.
Zenali will investigate the transaction and, where an excess or duplicate payment is confirmed, arrange the appropriate refund.
Payment processing may involve HDFC SmartGATEWAY or other payment service providers. The timing of any reversal or refund may depend on the relevant payment network, bank or payment service provider.
7. PRODUCT WARRANTY
Any warranty applicable to a Product will be specified on the applicable Product page, warranty documentation or other materials provided with the Product.
The warranty is separate from the pre-booking refund window and the return provisions described in this Policy.
A warranty claim arising after the applicable return period may be handled in accordance with the specific warranty terms applicable to the Product.
Nothing in this Policy limits any rights or remedies that cannot lawfully be excluded or restricted under applicable law.
8. EXCLUSIONS
Except where required by applicable law, the following circumstances will generally not qualify for a return or refund:
- Change of mind after purchase;
- Failure to complete the final payment within the applicable payment window;
- Cancellation of a pre-booking after the applicable pre-booking refund deadline;
- Damage caused by misuse, negligence, accident, unauthorised modification or improper handling;
- Normal wear and tear;
- Damage caused by use contrary to Product instructions or applicable safety guidance; or
- Issues arising from circumstances outside Zenali's reasonable control.
This Policy does not exclude or limit any mandatory consumer rights or remedies available under applicable law.
9. CHANGES TO THIS POLICY
Zenali may update or modify this Refund and Return Policy from time to time to reflect changes in our Products, business practices, legal requirements or refund and return procedures.
The latest version of this Policy will be made available on the Website. Changes to this Policy will not retrospectively remove rights that have already accrued to a customer, except where required by applicable law.
10. CONTACT US
For questions regarding refunds, returns, pre-bookings or Product issues, please contact Zenali using the customer support details provided on the Website.
Zenali Innovative Technologies Private Limited
Registered Office: 2nd Floor, Building No. TC 98/3633, Asiatic Business Centre, BY PASS ROAD, Pallippuram Thiruvananthapuram, Thiruvananthapuram, Kerala, 695582 Website: https://www.playarc.gg/ Customer Support Email: support@playarc.gg