Refund and Return Policy
Last Updated: [12-12-2025]
At Susila Telecom, we are committed to your complete satisfaction with our services and products. This policy outlines the terms and conditions for returns and refunds. Please read it carefully.
1. Our Policy for Telecom Services (Mobile, Broadband, TV)
- Service Activation & Cancellation: If you cancel a new service activation within 7 days of sign-up and have not used the service beyond a minimal trial period (as defined in your service agreement), you are eligible for a full refund of any activation or first-month fees paid. Usage charges may apply.
- Billing Errors: If you identify a billing error on your Susila Telecom invoice, please contact us within 15 days of the bill date. We will investigate promptly and, if verified, issue a correction and refund or credit to your account.
- Service Dissatisfaction: If you are dissatisfied with our service quality, please contact Customer Support first. We will make every effort to resolve the technical or service issue. Pro-rated refunds for prolonged, unresolved service outages may be considered on a case-by-case basis, as per your service level agreement (SLA).
2. Our Policy for Devices & Hardware (Phones, Routers, Modems, Accessories)
- Defective or Damaged Items: If you receive a defective or damaged device, you must notify us within 14 days of delivery/purchase. We will arrange a replacement of the same model, subject to availability, or repair it under warranty.
- Change of Mind / Wrong Item: For devices purchased directly from Susila Telecom (online or in-store):
- Unopened and unused devices in their original sealed packaging may be returned within 14 days of purchase for a full refund or exchange.
- Opened devices (in like-new condition, with all original accessories, boxes, and manuals) may be returned within 14 days, subject to a restocking fee of [e.g., 10-15%].
- Warranty Returns: Devices under manufacturer’s warranty (typically 1 year) that develop a fault will be handled according to our warranty terms. We will facilitate repair or replacement. Please contact us with your proof of purchase.
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3. Process for Returns & Refunds
Step 1: Contact Customer Support
Initiate all returns and refund requests by contacting:
- Phone: 92202924518
- Email: support@susilatelecom.com
- In-Store: Visit any Susila Telecom retail location with your receipt..
Step 2: Package and Ship (if applicable)
Securely pack the item with all components, accessories, and original packaging. Include a copy of your receipt and the RMA number. Ship to the address we provide. We recommend using a trackable service.
Step 3: Inspection and Processing
Once received, our team will inspect the item within 5-7 business days. Upon approval, your refund or exchange will be processed.
4. Refund Method and Timing
- Method: Refunds will be issued to the original method of payment used for the purchase. For in-store cash purchases, a refund will be issued via company check or store credit.
- Timing: Please allow:
- Credit/Debit Card: 5-10 business days after approval for the refund to appear on your statement.
- Bank Transfer: 3-7 business days.
6. Contact Us
For any questions about this policy or to initiate a return:
Susila Telecom Customer Care
📞 9220294518
📧 support@susilatelecom.com