FAQs

From After Sales Service to Technical Queries,
in this section, you will find answers to everything
you wanted to know about your YU phone.

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  • My Account
  • Order
  • Payments
  • Schemes & Offers
  • Shipping & Delivery
  • Return & Replacement
  • How to create account?

    Please follow these steps to Create Account:

    1. Click on "Sign Up" option
    2. Enter your Name, Email ID & Mobile No.
    3. Please set a password for your Account
    4. Click on 'I'm not a robot' checkbox & complete the authentication process
  • How can I update my account information?

    Please follow these steps to update account information:

    1. Click on "Sign In" option and enter your registered Email ID and Password to Sign In.
    2. Click on "My Account" option
    3. Click on "Account Setting"
    4. To update the address - Click on "Manage Address"
    5. To update Name and Mobile number - Click on "Change Account Settings"

    Note: Email ID can not be changed

  • What are the mandatory information for creating account?

    Name and Email ID is mandatory to create an Account.

  • How to Reset the password?

    Please follow these steps to reset your password:

    1. Click on "Forgot password"
    2. Enter your registered E-mail address and you will recieve a link in your mailbox to reset your password
    3. Click on the link
    4. Enter the new password
  • What should I do if I have trouble with creating account?

    Please follow these steps if you face any trouble while creating account:

    1. Please ensure that you have entered complete & valid details
    2. Please refer the error message displayed and enter details accordingly.
    3. If you are still unable to create account, please contact our Customer Support Helpline on: 1860 2122 122 (Working Hours-Mon~Sun, 08:00am to 08:00pm) we will be happy to serve you.
  • What should I do if I have trouble with logging in?

    Please follow these steps if you face an issue while logging in:

    1. Check your login details. Your username is the e-mail address you used for registration.
    2. Ensure that your web browser accepts cookies.
    3. If you have forgotten your password, reset your password using the ‘Forgot your Password’ link on the sign-in page.
    4. In case the system is undergoing maintenance, please try logging in again after 30 minutes.
    5. If you are still unable to login, please contact our Customer Support Helpline on: 1860 2122 122 (Working Hours-Mon~Sun, 08:00am to 08:00pm) we will be happy to serve you.
  • Can I create multiple accounts using same email ID?

    Please be informed, multiple accounts can't be created using same email ID.

  • How can I place the order?

    Please follow these steps to place an order:

    1. Please follow these steps to place an order:
    2. Select the color and quantity
    3. Click on "Buy Now" or "Add to Cart" option.
    4. Add delivery address & Click on Continue
    5. View Order Summary & Click on Continue
    6. Select the Payment mode (COD or Netbanking) and make payment
  • How can I check my order status?

    Please follow these steps to check order status:

    1. Sign in to your account
    2. Click on "My Account" option
    3. Click on "View Order"
  • How can I track my order?

    Please follow these steps to track order:

    1. Sign in to your account
    2. Go to "My Account" option
    3. Go to "View Order"
    4. Click on "Track Order"
    5. Enter the Order Number to track the status
  • Can I pre book a device?

    We sell our devices on open sale platform, hence there is no need to Pre-book as device.

  • Can I order a product that is 'Out of Stock'?

    Orders can be placed for devices readily available on website.

  • Can I place multiple orders?

    Multiple orders can be placed, but maximum 2 products can be purchased in one order.

  • Maximum quantity I can order of a single model?

    Maximum 2 products can be purchased in one order. For purchasing multiple quantities of a product you have to place multiple orders.

  • How can I cancel my order?

    Please be informed, order can be cancelled in below conditions:

    1. Order is Not Out for Delivery - You can login to your account and Cancel order from "My Account" page. Refund amount will be processed within 15 business days.
    2. Order is Out for Delivery - Please dont accept the delivery of the order. Refund will be processed within 15 Business Days after device reaches back to YU Mobiles.

    NOTE: Refund amount willl be credited through the same payment instrument used at the time of placing the order.

  • Can I change delivery address after placing the order?

    Please be informed, changing delivery address would not be possible after placing the order.

  • Can I change the product model/color after placing the order?

    Once order is placed product details can't be modified. However, you can cancel the current order and place a new order.

  • Is it necessary to have an account to shop?

    Yes, It is required for safe and secure transaction.

  • Is there any option to gift wrap the order?

    Currently, Gift Wrap option is not available, However same will be updated shortly.

  • What should I do incase I face an error while placing the order?

    Please check the error message and enter the details accordingly.If, you still face any error, then please contact our Customer Support Helpline on: 1860 2122 122 (Working Hours-Mon~Sun, 08:00am to 08:00pm) we will be happy to serve you.

  • Will I get regular notifications for order status?

    Yes, we will send Email/SMS to keep you updated about your order status on following stages : Order Confirmation, Payment, Out for Delivery and Delivered

  • How to get duplicate bill?

    We provide hard copy of original invoice/bill with the package itself.

  • What are the different modes of payment available?

    You can make payment through one following payment modes:

    1. Net Banking
    2. Debit/Credit Card
    3. COD (Cash On Delivery)
  • What are the different modes of payment available?

    You can make payment through one following payment modes:

    1. Net Banking
    2. Debit/Credit Card
    3. COD (Cash On Delivery)
  • Are there any hidden charges ( Sales Tax) when I make a purchase ?

    There is no extra or hidden charge on any product sold by us. Amount listed on Websiite is Inclusive of all taxes.

  • What is Cash on Delivery?

    Cash on Delivery is a payment method available. It lets you place orders without the need of an advance payment. Payment can be made at time of delivery.

  • How do I pay using a credit/debit card?

    Please follow the steps mentioned below to make payment:

    1. Choose "Prepaid" in Payment Method & Click on "Pay Now"
    2. Choose your Card type Credit / Debit Card
    3. Enter Card details, Card Number, Card Holder's Name, Card Expiry Date & CVV Number
    4. Click 'Pay'
    5. You will be redirected to the secure Payment Gateway
    6. Please enter the OTP/security password to make payment.
  • Is it safe to use my credit/debit card for making payment?

    Yes, using debit/credit card on our website is 100% safe and secure.

  • What is a 3D Secure password?

    3D secure PIN/Password is a numeric personal identification number created by the bank while making online payments for the purpose of authenticating the cardmember.

  • How can I get the 3D Secure password for my credit/debit card?

    3D secure PIN/Password is sent by the bank when you process online payment. Incase you do not receive PIN/Password, we will request you to contact your Bank.

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

    Please follow the steps mentioned below to make payment:

    1. On website, enter area PIN code to check COD availability
    2. Choose COD as Payment Method & Click on 'Place Order'

    Note: COD can be opted only if available

  • Is EMI option available for making payment?

    You can contact your Bank regarding availability of EMI scheme on your Credit/Debit card.

  • Is there any extra charges for making payment through EMI?

    You can contact your Bank regarding availability of EMI scheme on your Credit/Debit card.

  • Can I combine to modes of payment (COD + Credit/Debit Card)?

    Currently this facility is not available. Please complete the payment through any one of available payment options (COD/Net Banking/ Credit Card/Debit Card).

  • What if transaction failed but money is deducted from my account?

    Please Click on "My Account" option to check order Status.
    If Order is not placed, Don’t worry amount will be reversed. For further suppport, you can also contact our Customer Suppport Helpine on 1860 2122 122 (Working Hours-Mon~Sun, 08:00am to 08:00pm) we will be happy to serve you.

  • What schemes/offers are available?

    We have various attractive schemes available for you.

    Please follow these steps to check all available offers:

    1. Select Product
    2. Click on "View Offers" option available on right side of the web page
    3. List of All available offers will be displayed.
  • How to avail an offer?

    Please refer offer T&C mentioned on our official website www.yuplaygod.com. If you face any trouble please contact our Customer Support Helpine on 1860 2122 122 (Working Hours-Mon~Sun, 08:00am to 08:00pm) we will be happy to serve you.

  • What if order is placed but offer/scheme does not apply?

    Please refer to the offer Terms & Conditions mentioned on our website. For further support, please contact our Customer Support Helpine on 1860 2122 122 (Working Hours-Mon~Sun, 08:00am to 08:00pm) we will be happy to serve you.

  • Can I use multiple offers on single purchase?

    Please refer to the offer details mentioned on our official website www.yuplaygod.com

    Please follow these steps to check all available offers for you:

    1. Select Product
    2. Click on 'View Offers' available on right side of the web page
  • Can I exchange my existing old device?

    Yes, we have an attractive exchange offer for you:

    Please follow these steps to check Exchange offer:

    1. Select New Product
    2. Click on 'Exchange your old device' option available on the right side of the web page
    3. Enter the details of your old device.
    4. Expected value of your old device will be displayed.
    5. If you proceed with the exchange offer, our team will visit your place to physically inspect the old device and will make payment and collect your Old device.

    Note: To complete your purchase with Exchange Offer you need to pay full amount of the new product at the time of payment.

  • Can I open and check the contents of my package before accepting delivery?

    No, you are requested not to open the package before accepting the package from delivery person.

  • Which courier will deliver my package?

    We have tie up with multiple reputed courier companies. Courier details will be sent to you post confirming your order.

  • Are there any shipping & delivery charges?

    No, we do not charge you extra for shipping. We provide free shipping.

    Note: Before placing order, please check product availability and whether delivery & COD payment is available at your pin-code

  • What if my package is open/tempered?

    Please dont accept the delivery of the order. Refund will be processed within 15 Business Days after device reaches back to YU Mobiles.

    NOTE: Refund amount will be credited through the same payment instrument used at the time of placing the order.

  • What if I am not available at time of package delivery?

    Any of your family member can collect the package on your behalf by showing their Govt. approved ID proof. Incase if no one is available at time of delivery, then we will attempt delivery again. We will make total 3 attempts to deliver the package at your place before sending it back to YU mobiles.

  • What documents are required while receiving the order?

    Any govt. approved ID proof is required while collecting the package.

  • Can my family or friend receive the package on behalf?

    We recommand that you youself receive the package from the courier person. Incase, you are not available at time of delivery any of your family member can receive the package by showing their Govt. approved ID proof.

  • Order status is delivered but I have not received it. What should I do?

    Please follow up with courier company if they do not help please contact our Customer Support Helpline on 1860 2122 122 (Working Hours-Mon~Sun, 08:00am to 08:00pm) we will be happy to serve you.

  • What is the turn around time to deliver the package?

    Once your order is confirmed we will send you courier details with expected time of delivery and tracking number.

  • Is fast shipping option available?

    We have tie up with multiple reputed courier companies. We ship your order through the fastest option available without charging you additionally for same.

  • How to authenticate genuinety of product?

    Each item sold by YU mobiles is 100% genuine. You will receive orginal bill with the package.

  • How to check availability of delivery at my PIN code?

    Please follow these steps to check delivery availability at your PIN Code:

    1. Select Product
    2. Enter the Pincode and click on "Check Availability Option".
    3. Delivery Availability and Payment Mode available will be displayed.
  • What is the return policy?

    Our 7 Days Easy Returns Policy allows you to replace your product within 7 days from date of Activation incase Device has some technical problem/issue.

    Please follow these steps to get device replaced:

    1. Visit to Nearest YU Authorized service center within 7 days from Date of Activation of device.
    2. Please carry Device along with all supplied Accessories, Box and original Invoice.
    3. Service center will validate the device and accordingly proceed for replacement.
    4. Service center will put hologram on DOA certificate and will seal handset Box in secure pouch with all accessories and origina Invoice.
    5. Please dont tamper/Open the sealed pouch/DOA certificate and pack it in a safe box.
    6. You will recieve Docket number via SMS for pickup.
    7. Device willl be picked maximum within 4 days of recieving the Docket number. However there can be delay due to logistics challenges.
    8. Replacement process will be initiated once device is recieved at YU Mobiles.
  • What is the process to get device replaced?

    Our 7 Days Easy Returns Policy allows you to replace your product within 7 days from date of Activation incase Device has some technical problem/issue.

    Please follow these steps to get device replaced:

    1. Visit to Nearest YU Authorized service center within 7 days from Date of Activation of device.
    2. Please carry Device along with all supplied Accessories, Box and original Invoice.
    3. Service center will validate the device and accordingly proceed for replacement.
    4. Service center will put hologram on DOA certificate and will seal handset Box in secure pouch with all accessories and origina Invoice.
    5. Please dont tamper/Open the sealed pouch/DOA certificate and pack it in a safe box.
    6. You will recieve Docket number via SMS for pickup.
    7. Device willl be picked maximum within 4 days of recieving the Docket number. However there can be delay due to logistics challenges.
    8. Replacement process will be initiated once device is recieved at YU Mobiles.
  • Item wasn't as described. What should I do?

    Please report your issue to our Customer Support Helpline on 1860 2122 122 (Working Hours-Mon~Sun, 08:00am to 08:00pm) we will be happy to serve you.

  • Device was dead on arrival. What should I do?

    Please report to nearest Authorized service center or customer care to initiate replacement process.

  • Device was not available in the package. What should I do?

    Please report your issue to our Customer Support Helpline on 1860 2122 122 (Working Hours-Mon~Sun, 08:00am to 08:00pm) we will be happy to serve you.

  • How can I return the device and get refund?

    Once the product is delivered, we will provide services as per our warranty policy. Please visit http://www.yuplaygod.com/warranty to know about our warranty policies.

  • What if my replacement item is out of stock?

    Incase your replacement device is not available, we will refund the amount through same payment gateway used while placing the order.

  • Do I need to return free gifts when I return an item?

    Yes, incase of Device replacement-product with all supplied accessories needs to be returned.