We are happy to serve customer and fulfil their requirements. If customer receives any product which fulfills the below mentioned criterion, customer is eligible for return / exchange:
Return request is made outside the specified time frame of 48 (Forty-Eight) hours 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 Radium Box at its sole discretion.
If Product has been used by the customer.
If Product sold as combo/sets cannot be returned as individual Product.
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 organisations for the same.
If the order has already been shipped and the customer wishes to cancel, a 10% deduction of the order amount will be applicable.
If the product has been delivered and the customer wishes to return it:
For biometric devices, RD charges will be deducted.
For all non-RD-based products, a 10% cancellation fee will be deducted.
In case customer having any concern related to products purchase from radiumbox have to inform radium box customer service within 48 hours of product delivery.
Customer must share the video with customer care team, in case of empty package & quantity issue.
Customer must have to share 7-8 images complete product, include product packaging (inner & outer) and shipment label while raising return/exchange request.
Return/ Exchange request only be accepted after remote verification of our support team.
It is necessary for you to utilize the funds in your wallet within 90 days on making purchases from our ecommerce platforms.
We will gladly help you, to provide the most hassle-free online shopping experience. You are covered and your money safe.
In case of approved exchanges it takes 7-10 working days for the money to be credited to your radium wallet.
Your online transaction on Radium Box is secure with the highest levels of transaction security currently available on the Internet. Radium Box uses safest payment gateways ( PayU/Cash Free) to protect your card information while securely transmitting it to the respective banks for payment processing.
All credit card and debit card payments on Radium Box 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.
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.
Radium Box realizes the importance of a 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 card holder. We apologize for any inconvenience that may be caused to customers and request them to bear with us in the larger interest of ensuring a safe and secure environment for online transactions.
In case of a payment failure, please retry ensuring that information passed on to payment gateway is accurate i.e. account details, billing address, password (for net banking), 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 through at +91 84343 84343. Call Timings: 9:00 AM - 6:00 PM (Monday to Saturday)
Make sure all entries made in the RD Installation Service or AMC Services form are correct. The Aadhaar RD Service registrants cannot change or update their details once they have registered on the RD Services server. When it comes to the RD service registration customers must purchase it from an authorized dealer. If the product is from a telecommunications service provider or distributor, you may need to share your invoice to proceed.
The device’s serial number must be checked against original server of the actual manufacturer which is referred to as Original Equipment Manufacturer (OEM). Verifying the serial number on the manufacturer's server is essential. This is an abbreviation of the Original Equipment Manufacturer OEM. Devices that are supported include: Mantra MFS 100, SCL Safran OT Morpho MSO E2/E3, Access Startek FM220 Biometric, Secugen Hamster Pro 20 Biometric, BioEnable Nitgen, Precision and MSO1300FM 220 L1, PB 1000. Once the biometric device is activated You will be notified via mobile number or email.
If there is a failure in certification, the same should be taken up to OEM level, and the timeframes of resolution will be as per OEM standards for resolution of certification. For issues arising after RD registration that are not covered under support by radiumbox, there will be guidance and support taken by the OEM. The timeline required in that case wholly depends upon OEM.
AMC services start after performing a technical inspection of the equipment, either through remote contact or physical intervention by our team. Remote testing requires prior appointment scheduling, and AMC coverage begins only after valid technical email acceptance. Cancellations and modifications of orders for RD services are not possible. RD Services: Once initiated, no refunds are made for the use of RD services that have been activated.
Support complaints can be made through WhatsApp, phone, email, or through a ticket number. Assistance is provided on Desktop, Laptop, or Computer, using software tools such as Anydesk or Ultraviewer. The mobile user must be guided verbally since remote support cannot be provided on an Android customer have to arrange the desktop if remote support (if required). On call instructions are given in case of android users, else If a customer doesn't answer the call, he will have to re-raise the request. The support team will try contacting the users twice.
This service is limited to RD activation; it does not cover services like unblocking devices or other issues concerning any hardware. If it is related to an application or portal, all issues may be directed to the respective service provider/vendor after activation of RD. All other devices have to be configured and activated against a request, which is not free. In this regard, write to [email protected] or call +91 84343 84343
Important Notes
Invalid serial numbers will need to be rectified to get the right information on the serial numbers.
Additional charges may apply to the OEM warranty for extra years in covering the manufacturing defects. These do not include damage caused by misuse, rust, chemicals, fire, or water.
After form submission there is no allowance for making changes.
Make sure one buys the devices from reputable merchants and the serial number is logged on the manufacturer’s server.
UIDAI mandated products need to conform with specified display norms and have to be STQC accredited. Any deviation from these standard such as say, re-attack, key damage due to some.default on the owner’s side will make the device owner responsible for associated costs.
The RD biometric device requires a malware free and clean environment in order to function properly. Do not use fake applications to your computer or other devices to avoid poor performance of your device.
Only RD activation services will be provided. Problems like blocked devices or hardware faults would have to be referred back to the original dealer or distributor, after RD renewal. No refunds are permitted under this policy for hardware damage like destroyed devices, bad wires or inaccuracy in identification.
In accordance with the UIDAI regulations, Morpho MSO1300 E2/E3 L0 and Mantra MFS100 L0 would discontinue RD Services with effect from 31st March 2025. Installation support will also continue till the end of the service validity as determined by the UIDAI server.
If you face any problems or have a complaint about the RD Service, Device Activation, or AMC Service, you can report your concern in the following ways:
Email: Please send your complaints via [email protected] and provide the device's serial number and details of the problem.
Telephone Support: For further information or any issues you may have, please feel free to call our support team on +91 84343 84343 during business hours.
Ticketing system: For a more structured way to handle issues. Complaints should be submitted through the ticketing system.
WhatsApp Support: You can contact us on Watsapp to quickly request the status of your complaint.
We want to resolve issues in the shortest possible time for customer satisfaction. If your issue persists or requires OEM involvement, we will refer you to the OEM for further assistance. When sending an escalation Please ensure that you provide invoices and other supporting documents and save previous communications to ensure faster processing. Your feedback is important to us and we will do our best to improve our services through your feedback.
Policy Updates
We also retain the right to change these policies befitting the need to align with both, UIDAI and OEM legislation. Every update will contain release dates and will be placed at the bottom of the page.
Thank you for your support. In case of further queries or any issue please contact us at +91 8434384343.
Last Updated: 09-Jan-2025