Returns & replacement

Something not right?
We'll sort it.

Every Nukebox frame carries a 10-day replacement window and a 1-year warranty, serviced by our own team in Noida. Here is exactly what happens, and how long each step takes.

10-day replacement 1-year warranty Free reverse pickup In-house service centre
Step one

Find your situation.

Four things cover almost every request. Each one starts with the same form — we route it from there.

Report within 48 hours

Arrived damaged or won't switch on

Photos of the box and the frame, and we ship a replacement free of charge — both legs of shipping on us. Don't discard the packaging until it's resolved.

Within 10 days of delivery

A manufacturing defect

Dead pixels, a display fault, WiFi that won't hold, a faulty adapter. Covered by the 10-day manufacturer's replacement policy — a new unit, not a repair.

Within 7 days of delivery

Changed your mind

Return for a full refund, as long as the frame is unused and comes back in its original box with every accessory and the invoice. Refunds land in 7–10 business days.

Day 11 to month 12

A fault under warranty

Manufacturing defects stay covered for a full year. We repair at the Noida service centre, or replace the unit if it can't be repaired. Free either way.

How it runs

From request to resolved.

Most cases close inside a week. You get an update at every stage — no chasing.

  1. Raise the request

    Same day

    Fill the form below, or email accounts@nukebox.co with your order number. You'll get a ticket number by email the same business day.

  2. We diagnose it with you

    Within 1 business day

    Send a short video of the issue and we'll try the quick fixes first — a surprising number of cases are a WiFi band or a power adapter, and get solved on one call in minutes.

  3. Free pickup arranged

    2–4 business days

    If the frame needs to come back, we book a reverse pickup at your address at no cost. Pack it in the original box with the adapter and stand. Not serviceable by courier? Walk into the Noida service centre instead.

  4. Inspection at the service centre

    Within 2 days of arrival

    Our engineers test the unit and tell you the outcome in writing — replacement, repair, or refund — before anything else happens.

  5. Replacement, repair or refund

    1–2 days · refunds 7–10 days

    Replacements dispatch within 1–2 business days with fresh tracking. Repairs go back the same way. Approved refunds return to your original payment method in 7–10 business days.

Before you start

What to keep handy.

Have these ready

  • Your order number (on the confirmation email, like #1001)
  • The model — Aura 10, Heritage 10, Studio 16 or Gallery 22
  • Serial number from the label on the back of the frame
  • A 20–30 second video showing the problem
  • The original box, adapter, stand and any mount

What the warranty doesn't cover

  • Physical damage from drops, liquid or a power surge
  • Units opened or repaired outside the Nukebox service centre
  • Normal cosmetic wear on the bezel or stand
  • Change-of-mind returns after 7 days, or a used frame without its box
  • Frames bought from an unauthorised seller
Raise a request

Tell us what happened.

Two minutes now, a ticket number in your inbox today, and a real person on it tomorrow.

Nukebox Service Centre

Walk-in address
C-210, iThum Tower, Sector 62
Noida, Uttar Pradesh 201309
India
Hours
Monday to Saturday, 10:00–19:00 IST
Closed Sundays & public holidays
Phone & WhatsApp
+91 98108 66265
Email
accounts@nukebox.co

Walking in? Bring the frame, its power adapter and your order number — no appointment needed. Most diagnostics are done while you wait.

Return & replacement request

One form for returns, replacements and warranty claims.

We reply within one business day. Photos and video help us move faster — attach them to your reply, or email them to accounts@nukebox.co quoting your ticket number. Full terms in the Refund Policy.

Questions we get asked

Who pays for the shipping?

We do — both ways — for anything covered by the replacement policy or the warranty. For a change-of-mind return, the outbound delivery was free and we deduct nothing; you only arrange for the frame to reach us in resalable condition, and we can book the pickup for you.

Do I get a replacement or a repair?

Inside the 10-day window, a manufacturing defect always gets a fresh unit. After that, under warranty, we repair first and replace when a repair isn't possible. Either way it's free and we tell you which before we start.

What if my PIN code isn't serviceable for pickup?

It's rare, but it happens. We'll reimburse a courier of your choice up to the standard rate, or you can walk the frame into the Noida service centre. Keep the shipping receipt.

I've lost the original box. Can I still claim?

For a warranty claim or a defect replacement, yes — pack it safely and we'll handle it. For a change-of-mind refund the original packaging is required, since the frame has to go back to stock.

Can I track my request?

Every reply carries your ticket number. Reply to that email thread, or call +91 98108 66265 with the number and we'll give you the current stage on the call.

The frame was a gift. Can the recipient claim?

Yes. The recipient can raise the request in their own name — we just need the order number or the buyer's email to match it to the purchase. The gift buyer never has to be told.