![Smartphones listed on vijaysales.com, shown in the retailer's own product photographs — phones are the category this exchange programme is written for]()
An exchange looks like one transaction. Vijay Sales' FAQ treats it as two, and only one of them can be undone. "Once the old device has been picked up from you, we will not be able to return or refund it, as it would have already been processed by our third-party liquidation partners." Return the new phone after that point and the FAQ's stated outcome is a refund "post deducting the exchange trade-in (bonus) amount" — with the old phone gone. We read the exchange section on 11 October 2026 and counted seven questions answered No. Below: all of them, the doorstep screen check, and the four things this programme does better than you would expect. Published text only; not legal advice.
Verbatim, from Vijay Sales' own exchange FAQ
Read 11 October 2026 on vijaysales.com/faqs
"No, once the old device has been picked up from you, we will not be able to return or refund it, as it would have already been processed by our third-party liquidation partners."
📅 Update log:
11 October 2026 — First publication. The exchange section of Vijay Sales' FAQ read in full from vijaysales.com/faqs: how the exchange works and where the "With Exchange" option appears on a product description page; the pin-code availability answer and the statement that exchange is available only in select cities; the full old-device condition list covering working condition, the display and screen criteria, removal of any scratch guard, screen guard or tempered glass, the requirement that the device match the details given at order and be verified by the delivery person using the IMEI, the data-deletion, iCloud and Google sign-out, lock-code removal, full charge and factory reset instructions; the rejection clause and its provision for the trade-in bonus to be cancelled or collected separately from the customer; the clause restricting these conditions to orders made on www.vijaysales.com; the same-address requirement for pickup and delivery; the delivery-before-pickup sequence; the answer that original packaging and accessories are preferable but not required; the one-device-per-purchase limit; the same-category restriction and its mobile, laptop and TV example; the no-substitution answer and its cancellation and trade-in deduction consequence; the answer that an old device cannot be recovered after pickup and the reference to third-party liquidation partners; the answer that a phone which only powers on while connected to a charger is not accepted; the IMEI lookup answer including *#06#; the non-returnable-after-pickup answer; both limbs of the refund answer covering cancellation before delivery of the new device and cancellation after delivery and pickup; the no-additional-fees answer; the answer that the exchange bonus discount is not refunded on a return; and the published contact route for exchange enquiries. Questions in this section answered "No" counted off the page: seven. FAQ verified 11 October 2026.
The sentence that decides everything
Most of what you need to know about exchanging a phone at Vijay Sales is in one answer. The question is "CAN I GET MY OLD DEVICE BACK AFTER HANDING IT OVER?" and the answer is:
"No, once the old device has been picked up from you, we will not be able to return or refund it, as it would have already been processed by our third-party liquidation partners."
A second answer says the same thing from the other side: "Exchange of an old device is non-returnable post old device pick-up completion."
This matters because the two halves of the transaction do not share a return right. You can change your mind about the new phone. You cannot change your mind about the old one. The moment the delivery agent walks away with it, that half is closed — and the FAQ is clear that it is closed because the device has already moved on to a liquidation partner, not because of a policy preference.
What happens if you return the new phone afterwards
The FAQ answers this in two parts, and the dividing line is the pickup.
Before the new device is delivered: "Vijay Sales will refund the new device cost as per our refund policy. The exchange order of the old device will not proceed for the pick-up." Clean. You get your money, you keep your old phone.
After delivery and pickup: "Vijay Sales will refund the new device cost post deducting the exchange trade-in (bonus) amount as per the refund policy (in case it is applied) ... and the exchange of the old device is non-returnable."
And the bonus itself does not come back either: "WILL I RECEIVE THE EXCHANGE BONUS DISCOUNT IF I DECIDE TO RETURN THE PRODUCT PURCHASED WITH AN EXCHANGE?" — "No, you will not receive any refund for the exchange bonus discount, as it is a limited-time promotional offer."
Put plainly: return the new phone after the swap has happened and you end up with no new phone, no old phone, and a refund reduced by the trade-in bonus. That is not hidden — it is published in the FAQ in those words — but it is the opposite of what "I can just return it" usually means. The practical consequence is a deadline: decide about the new phone in the window between delivery and the moment you hand over the old one.
Seven questions in this section are answered No
We counted them off the page. Each closes an option people reasonably assume is open.
Two addresses? "No, both pickup and delivery addresses must be the same." So you cannot have the new phone delivered to your office and the old one collected from home.
Two old phones towards one new one? "No, you can only exchange one old device for each purchase."
A phone towards a laptop or TV? "No, you can only exchange devices within the same category ... you can exchange an old mobile for a new mobile, but you cannot exchange a mobile for a different category item like a laptop or a TV."
A different handset from the one you described? "No, once the order is placed, you can only exchange the old device that was described at the time of placing the order ... If the details entered do not match the old device that is handed over at the time of delivery, the entire new device order, or maybe only the exchange order, will be cancelled, and the new device price will be refunded post deduction of trade-in (bonus) charges."
A phone that only runs on the charger? "IF THE BATTERY OF MY PHONE IS DEAD AND THE DEVICE ONLY TURNS ON WHEN CONNECTED TO A CHARGER, WILL MY DEVICE BE ACCEPTED UNDER THE EXCHANGE PROGRAM?" — "Unfortunately, we do not accept such devices for exchange."
The old device back? No, as above. The bonus refunded? No, as above.
| The exchange question | Vijay Sales' published answer | What it means |
|---|
| Can I get my old device back after handing it over | "No, once the old device has been picked up from you, we will not be able to return or refund it, as it would have already been processed by our third-party liquidation partners" | One-way door |
| Is the exchange returnable | "Exchange of an old device is non-returnable post old device pick-up completion" | No |
| Refund if I cancel BEFORE the new device arrives | new device cost refunded; "The exchange order of the old device will not proceed for the pick-up" | Clean exit |
| Refund if I cancel AFTER delivery and pickup | new device cost refunded "post deducting the exchange trade-in (bonus) amount"; old device non-returnable | You lose both |
| Do I get the exchange bonus back on a return | "No, you will not receive any refund for the exchange bonus discount, as it is a limited-time promotional offer" | No |
| What condition must the old phone be in | "working condition"; screen "without scratches, dents, cracks, discoloration, stains, lines, dead pixels" | Strict |
| Must I remove the screen guard | "You are asked to remove any scratch guard, screen guard, tempered glass, or other protective covering" | Before the agent arrives |
| What if my old phone fails the check | "it will be rejected, resulting in the cancellation of the exchanged order with the given trade-in bonus amount, in case it is applied or can be collected separately from the customer" | Bonus can be clawed back |
| A phone that only powers on while charging | "Unfortunately, we do not accept such devices for exchange" | Rejected |
| Do I need the original box and accessories | "It is preferable ... However, it's not required" | Not required |
| Which comes first, delivery or pickup | "The delivery of the new device will be done before the exchange of your old device pickup" | Never without a phone |
| Are there extra fees | "there are no additional fees charged for availing the exchange offer at the moment" | No fee |
| Can pickup and delivery addresses differ | "No, both pickup and delivery addresses must be the same" | Same address |
| Can I exchange more than one old device | "No, you can only exchange one old device for each purchase" | One only |
| Can I exchange a phone towards a laptop or TV | "No, you can only exchange devices within the same category" | Same category only |
| Can I hand over a different device from the one I described | "No" — order "will be cancelled, and the new device price will be refunded post deduction of trade-in (bonus) charges" | Describe it accurately |
| Is exchange available everywhere | "exchange is currently available only in select cities" | Check your pin code |
| Where do I see if a product is eligible | the "With Exchange" option on the product description page | On the PDP |
| Do the online rules apply in store | "the conditions outlined here are exclusively applicable to orders made on www.vijaysales.com" | Online only |
| How do I find my IMEI | "by dialing *#06#", or in settings or on the original packaging | Published |
| What must I do to the phone first | delete personal data, sign out of iCloud and Google, remove lock codes, charge it fully and factory reset | Do it the night before |
The doorstep check, and the clause with a cost attached
The exchange value is quoted from what you type in when you order. It is confirmed by a person standing at your door, and the FAQ sets out exactly what they look at.
"The previous device's display and screen should be in good condition, without scratches, dents, cracks, discoloration, stains, lines, dead pixels, and other problems." Then: "The old device must match the details provided during the order on the website ... and will be checked by the delivery person using the IMEI and other details."
Here is the clause worth reading twice. "If the old or exchanged device fails to meet the specified conditions, it will be rejected, resulting in the cancellation of the exchanged order with the given trade-in bonus amount, in case it is applied or can be collected separately from the customer." The bonus is not merely withdrawn — the FAQ contemplates it being collected from you. That is a reasonable protection against inflated self-assessments, and it is also a reason to describe your phone pessimistically rather than optimistically when you place the order.
One instruction catches people out because it has to happen before the agent arrives: "You are asked to remove any scratch guard, screen guard, tempered glass, or other protective covering on the old device's screen." A tempered glass that has been on for two years often hides exactly the hairline scratches the checklist names — and you will be finding out about them at the door, with the new phone already in your hands.
Before any of that, the FAQ wants the phone wiped: "Please ensure all personal data is deleted, iCloud (iOS) and Google (Android) accounts are signed out, and any lock codes or passwords are removed. Make sure to charge the old device fully and reset it to factory settings before handing it over." Given the device goes straight to a liquidation partner, that is not optional housekeeping.
Four things this programme does better than you would expect
You are never without a phone. "If the details and condition of the old device match the information given at the time of placing the order (with exchange), the delivery agent will pick up the old device after completion of the new device delivery. The delivery of the new device will be done before the exchange of your old device pickup." Delivery first, pickup second, in one visit. That ordering is the single most customer-friendly thing in the section.
The box is not required. "It is preferable if you submit the old devices with their original packaging and accessories. However, it's not required. If the old or swapped equipment fits all the other standards mentioned above, you can put it in without the original box and accessories." Almost nobody still has the box, and plenty of trade-in schemes penalise you for it.
There is no fee. "No, there are no additional fees charged for availing the exchange offer at the moment." Stated twice in the section.
It tells you how to find your IMEI — "by dialing *#06# from the phone that you want to exchange", or in settings or on the original packaging. A small thing, and the number the whole check turns on.
Worth noting alongside the warranty question: if you are also buying cover, we read the VS+ extended warranty terms on the same page separately.
What to actually do
Check the pin code first. Exchange "is currently available only in select cities", and the "With Exchange" option appears on the product page once you enter a serviceable pin code.
Describe the old phone honestly, even harshly. The value is quoted from your description and verified at the door, and a failed check can mean the bonus is cancelled or "collected separately from the customer".
Take the screen guard off the night before, look at the screen in daylight against the FAQ's list — scratches, dents, cracks, discoloration, stains, lines, dead pixels — and reprice your expectations then rather than at the door.
Wipe and sign out before the agent arrives: delete your data, sign out of iCloud or Google, remove lock codes, charge it fully, factory reset. The phone goes to a liquidation partner, not into storage.
Decide about the new phone before you hand the old one over. That is the only moment at which you still have both options. Afterwards the old device is "non-returnable" and a refund on the new one comes "post deducting the exchange trade-in (bonus) amount".
Nothing here is legal advice, and nothing here says Vijay Sales has refused anyone an exchange or breached any obligation. This describes a published FAQ as it stood on 11 October 2026; the pages shown on vijaysales.com prevail over anything written here, and the FAQ refers to a separate refund policy this page does not reproduce.
Frequently Asked Questions
Can I get my old phone back after a Vijay Sales exchange?
No. The FAQ is asked this directly and answers: "No, once the old device has been picked up from you, we will not be able to return or refund it, as it would have already been processed by our third-party liquidation partners." A second answer puts it the other way round — "Exchange of an old device is non-returnable post old device pick-up completion." This is the single most important thing to know before booking an exchange, because the new phone and the old phone do not share a return right: you can change your mind about one of them and not the other. The moment to decide is the gap between the new device being delivered and the old one being collected, which the FAQ says happens in that order on the same visit.
What happens if I return a phone I bought with a Vijay Sales exchange?
It depends entirely on whether the pickup has happened. Before delivery of the new device, the FAQ says Vijay Sales "will refund the new device cost as per our refund policy. The exchange order of the old device will not proceed for the pick-up" — a clean exit, and you keep your old phone. After delivery and pickup, it "will refund the new device cost post deducting the exchange trade-in (bonus) amount" and "the exchange of the old device is non-returnable". The bonus is separately non-refundable: "you will not receive any refund for the exchange bonus discount, as it is a limited-time promotional offer." So a late return can leave you with neither phone and a reduced refund.
What condition does my old phone need to be in for a Vijay Sales exchange?
Working, and with a clean screen. The FAQ requires the device to be "in working condition" and the "display and screen should be in good condition, without scratches, dents, cracks, discoloration, stains, lines, dead pixels, and other problems" — judged with the protection off, because "You are asked to remove any scratch guard, screen guard, tempered glass, or other protective covering." A phone that "only turns on when connected to a charger" is explicitly not accepted. If it fails, the FAQ says the exchange is cancelled "with the given trade-in bonus amount, in case it is applied or can be collected separately from the customer" — so describe the phone conservatively when you order. The original box and accessories are "not required".
Do I get the new phone before or after they take my old one?
Before — and this is the part of the programme that works in your favour. "If the details and condition of the old device match the information given at the time of placing the order (with exchange), the delivery agent will pick up the old device after completion of the new device delivery. The delivery of the new device will be done before the exchange of your old device pickup." One visit, delivery first, pickup second, so you are never left without a phone. Both legs use the same address: "No, both pickup and delivery addresses must be the same." Have the old phone wiped, signed out of iCloud or Google, unlocked, fully charged and factory reset before the agent arrives.
Can I exchange two old phones, or exchange a phone for a laptop at Vijay Sales?
Neither. "CAN I EXCHANGE MORE THAN ONE OLD DEVICE TO BUY A NEW ONE?" — "No, you can only exchange one old device for each purchase." And across categories: "No, you can only exchange devices within the same category for any new purchase with Exchange. For instance, you can exchange an old mobile for a new mobile, but you cannot exchange a mobile for a different category item like a laptop or a TV." You also cannot substitute a different handset at the door — the exchange value is set from the details you entered, and if they do not match, "the entire new device order, or maybe only the exchange order, will be cancelled." Note too that these rules are "exclusively applicable to orders made on www.vijaysales.com", not in store.
Prices & codes last verified: October 11, 2026
Zoutons may earn a commission when you buy through links on this page. Every quoted question, answer, clause and count on this page was read on 11 October 2026 from vijaysales.com/faqs, logged out, in India, with nothing purchased, no order placed, no exchange booked, no device handed over, no return or refund requested and customer care not contacted; the count of questions answered "No" was made over the exchange section of the page as served to us. Quotations are reproduced verbatim from Vijay Sales' own page, including its own spelling, grammar, capitalisation, spacing and punctuation, and any apparent error inside a quotation is the source page's rather than ours and is reproduced rather than corrected. This page describes a published FAQ. It does not assess, and expresses no view on, whether that FAQ or any clause in it is valid, binding, fair, reasonable or enforceable, nor whether it or Vijay Sales' actual practices comply with the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020, the Guidelines for Prevention and Regulation of Dark Patterns, 2023, the Digital Personal Data Protection Act, 2023, the E-Waste (Management) Rules, 2022 or any other law, rule or guideline — all of which are matters for a court, a consumer forum or a regulator, and not for a shopping page. Nothing on this page is legal, consumer-law or regulatory advice or a substitute for advice from a qualified professional. Reporting that this FAQ describes an exchanged device as non-returnable after pickup, that a trade-in bonus is deducted from a refund in stated circumstances, or that certain devices and combinations are not accepted, is a description of what the published document says. It is not a statement that Vijay Sales, VIJAY SALES (INDIA) PRIVATE LIMITED, any of its stores, franchisees, delivery partners, liquidation partners or any of their group companies, officers or employees has refused any customer any service, undervalued any device, rejected any exchange improperly, withheld any refund, provided deficient service, engaged in any unfair trade practice, used any unfair contract term or dark pattern, or failed any statutory or contractual obligation, and no such wrongdoing is alleged or implied. Verifying a trade-in device's condition at the doorstep, setting its value from the description the customer provides, routing collected devices to third-party refurbishment or liquidation partners and treating a promotional bonus as non-refundable are ordinary, lawful and widespread features of device exchange programmes in India and elsewhere. No trade-in value, exchange bonus amount, device price, discount or offer is stated anywhere on this page, because the FAQ publishes none and they vary by device, condition, location and time; nothing here should be relied on as an indication of what any device is worth. Statutory consumer rights apply to a sale irrespective of how a FAQ is drafted, and the FAQ itself refers to a separate refund policy which this page does not reproduce and which contains the full terms. The data-deletion, account sign-out and factory-reset steps described are reproduced from the FAQ and are not security advice; responsibility for removing personal data from a device before parting with it rests with its owner. No product is assessed, tested, compared or recommended on this page, no claim about any device's performance, specifications, battery, display or suitability is made or endorsed, and no allegation of any kind is made against Apple, Xiaomi, OnePlus, vivo or any other brand whose products appear only as listing photographs. Product photographs are vijaysales.com's own listing images and may be styled or retouched; the devices shown illustrate the category this programme covers, are not offers, and their prices are not stated. Policies, conditions, eligible cities, categories and contact routes change without notice and the document described here may already differ from the one that applies to you; the pages shown on vijaysales.com prevail over anything on this page.
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