Delivery / Drop-back Policy

1. Scope and How This Policy Works

This Delivery / Drop-back Policy explains how PiknFix ("we", "us", "our") returns your repaired mobile phone or tablet ("device") to you after a repair, and the terms on which that return happens. It applies to all three fulfillment options offered at booking: (a) free Home pickup & drop, (b) Walk-in / drop at our shop, and (c) Mail-in / courier return.

This policy must be read together with our Terms of Service, Refund Policy, Return Policy, Pickup Policy and Warranty terms. By booking a repair or accepting a quote, you agree to these terms. Nothing in this policy limits or excludes any right you have, or any liability we have, that cannot lawfully be limited or excluded under the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020, the Information Technology Act, 2000 and the SPDI Rules, or other applicable Indian law. If any clause is held to be an unfair or unenforceable contract term, only that clause is read down or severed to the minimum extent needed, and the rest of this policy continues to apply.

• Currency is Indian Rupees (₹); GST applies to all charges where leviable.
• All ₹ amounts shown below are placeholders to be confirmed by us in writing at booking or in your quote; the figures actually quoted for your job prevail.
• "Drop-back" / "return delivery" means handing the repaired device back to you after the repair is complete and any amount lawfully due has been paid.
• In case of any conflict between this policy and a written quote or invoice for a specific job, the terms of that job-specific document prevail for that job.

2. When We Return Your Device (Payment First)

Return delivery or release of the device takes place only after: (i) the repair is complete or the job is otherwise closed, and (ii) the full invoice amount lawfully due for that job has been paid and cleared, including any diagnostic / inspection / visit fee, approved repair charges, parts, applicable GST, and any delivery or storage charges payable under this policy.

No payment is taken upfront to book. After our technician inspects the device, we send you a written quote, which you must approve before any chargeable repair work begins. We may collect the final payment online (UPI / card / Razorpay) before dispatch, or on a pay-after-repair basis as agreed for your job. Until the charges properly incurred for that job are paid, we may exercise our lawful right to retain the device against those charges. This is a good-faith exercise of our rights over the goods for sums actually due and is not a penalty; it does not apply to any amount that is the subject of a genuine, bona fide dispute.

• Diagnostic / inspection / visit fees are payable whether or not you proceed with the repair, and are non-refundable once the inspection has been carried out, as the service has already been rendered.
• Once you approve the quote and/or once parts are ordered or fitted for your device, the approved labour and parts costs are non-refundable to the extent the work has been performed and the parts procured on your instructions.
• If you decline the quote, we will return the device unrepaired; the diagnostic / visit fee, and any return delivery charge that applies, remains payable for the service already provided.
• Nothing in this section affects your right to a remedy if a paid-for repair is later found to be deficient under the Consumer Protection Act, 2019.

3. Delivery Options, Service Area and Charges

We offer the same channels for drop-back as for collection. The option available to you and any charge are confirmed at booking and itemised on your invoice before dispatch, so there are no hidden charges.

• Free doorstep drop within our standard service zone for Home pickup & drop bookings, subject to the device being paid for and to our serviceable-area list at the time of booking.
• Outside the free zone: a distance-based delivery charge of approximately ₹[XX]–₹[XXX] may apply, quoted before dispatch. We may decline doorstep service to areas we reasonably do not consider serviceable.
• Walk-in / shop collection: free; please bring valid government photo ID and your booking / tracking reference.
• Mail-in / courier return: courier charges of approximately ₹[XX]–₹[XXX] (plus optional insurance / handling) are payable by you, unless we have stated in writing that the return is free for your job.
• We may revise delivery zones and charges from time to time, but the charges applicable to your job are only those confirmed in writing for that job before dispatch.

4. Delivery Timelines Are Estimates, Not Guarantees

Any delivery or completion date or time window we give, whether at booking, in tracking, or in messages, is a good-faith ESTIMATE based on normal conditions and the information you provided. It is not a fixed or guaranteed commitment, and time is not of the essence unless we have expressly agreed a guaranteed date in writing for your job.

Estimates may legitimately change once the device is inspected and the true fault, parts availability and repair scope are known. We will keep you informed of material changes through live order tracking and notifications (email / WhatsApp / SMS / in-app).

• Typical doorstep drop within the service zone: within [1–2] working days of payment and job completion (indicative only).
• We are not liable for losses arising purely from a delay that is reasonable in the circumstances, or that is caused by parts lead time, your unavailability, incorrect address / contact details, or events beyond our reasonable control (see Section 10).
• This clause does not exclude our responsibility for delay caused by our own negligence or by a deficiency in service, which cannot be waived under Indian law; in such cases we remain answerable as the law requires.

5. Doorstep Verification: OTP, ID and Who May Receive

To protect you against fraud and wrong-hands delivery, every doorstep drop-back is released only after verification. Our delivery agent will request a one-time password (OTP) sent to your registered mobile number and / or email, and may also ask to see valid government photo ID matching the booking.

The device may be handed over only to the account holder, or to a person you have authorised in advance in writing (via the app, a message, or a signed authorisation) who can produce the OTP and, where asked, ID. Sharing the OTP confirms that you, or your authorised recipient, are receiving the correct device.

• Do not share the OTP until you have the device in hand and have completed the on-delivery inspection in Section 6.
• If the recipient cannot provide the OTP or required ID, the agent will not hand over the device and the visit will be treated as a failed delivery (Section 7).
• Because this verification step is for your protection, we are not responsible for loss arising solely from your own decision to share the OTP / credentials with, or to authorise, a person of your choice; this does not affect our liability where the loss results from our negligence.

6. Inspection on Delivery and Acceptance

At doorstep handover you may briefly inspect the exterior of the device, confirm the model / IMEI matches your booking, and check that any agreed accessories returned with it are present, before you share the OTP or sign the handover. Once you share the OTP or sign for receipt, the device is treated as accepted as delivered in good external condition with the agreed items.

Acceptance on delivery confirms external condition and completeness only. It does NOT take away your warranty on the repair, or any right you have under the Consumer Protection Act, 2019 if the repair later proves deficient. If you believe the repair itself is defective, raise it under our Warranty terms (Section 13).

• If at handover the device is visibly damaged in transit, is the wrong device, or agreed accessories are missing, do NOT share the OTP. Refuse the handover and tell the agent, and we will investigate and resolve it.
• Claims about external transit damage or missing accessories should be raised at handover or within [24] hours of delivery, with photos, as such issues are difficult to verify reliably later; raising them later does not by itself defeat a genuine claim that the law recognises.
• For mail-in returns, please inspect on opening and report any transit damage to us and the courier within [24] hours with packaging photos (see Section 9).

7. Failed Delivery, No-Show and Re-attempt Charges

A delivery is treated as "failed" if, through no fault of ours, the device cannot be handed over. Examples include: you are unavailable at the scheduled window, the address or contact details are wrong or incomplete, the location is unsafe or unserviceable, the recipient cannot complete OTP / ID verification, or an amount lawfully due has not been received.

We will make reasonable efforts to re-attempt delivery and to contact you to re-schedule before treating a device as awaiting collection.

• We provide up to [2] re-attempts. The first re-attempt within the service zone is normally free.
• Each further re-attempt, or any re-attempt necessitated by incorrect details or a no-show on your part, may carry a re-visit charge of approximately ₹[XX]–₹[XXX] (plus GST), advised to you before we re-attempt.
• After [2] failed attempts we may stop attempting delivery, hold the device safely at our shop, and treat it as awaiting collection (Section 8).
• Re-attempt charges reflect our actual re-delivery cost and are a genuine pre-estimate of that cost, not a penalty; we will not levy them where the failed delivery was attributable to us.

8. Uncollected / Unclaimed Devices: Storage Fee and Disposal

Please collect or accept delivery of your device promptly once we notify you it is ready. We cannot store devices indefinitely, and storage carries cost and risk to both of us.

If a device remains uncollected or undelivered for reasons not attributable to us, we will hold it safely and continue to contact you using your registered details. A reasonable storage / safekeeping fee may apply, and after a clearly stated notice period an uncollected device may be dealt with as set out below. These steps are taken only after genuine notice and a fair opportunity to collect, so that they remain fair, proportionate and enforceable under Indian law.

• Free safekeeping for the first [15] days after we notify you the device is ready.
• After that, a storage fee of approximately ₹[XX] per day (plus GST), subject to a reasonable overall cap, may apply and must be cleared before release.
• If a device remains uncollected for [90] days despite our notices, we may treat it as abandoned. Before disposing of it we will send at least [two] written notices (to your registered phone / email / address) and allow a final collection window of at least [15] days.
• On lawful disposal or sale of an abandoned device after that final notice, we may apply the proceeds first to unpaid repair, storage and notice / disposal costs; any genuine surplus will be held for, and returned to, you on request, as required by law.
• We will not dispose of, or sell, a device while a bona fide dispute about it, or about the amount due on it, is pending.

9. Mail-in / Courier Return Option and Transit Risk

If you choose mail-in / courier return, we will pack the device with reasonable care and dispatch it to the address you confirm. We remain responsible for safe packing and correct dispatch on our part.

Once the parcel is handed to the courier, carriage is performed by the third-party courier and is subject to that courier's terms. We strongly recommend opting for the insured / value-declared return where offered.

• You are responsible for giving a complete, correct delivery address and for being available to receive the courier.
• For uninsured returns, risk of loss or damage caused in transit by the courier lies with the shipment as per the courier's liability terms; we will reasonably assist you in pursuing a claim against the courier, but we are not the carrier and are not its insurer.
• Where you select and pay for an insured return, claims for transit loss / damage are handled to the extent of that cover.
• Nothing in this section removes our liability for loss or damage caused by our own negligence in packing or dispatch, which we do not exclude.

10. Delays from Parts and Force Majeure

Some repairs depend on genuine / quality-tested spare parts that must be ordered. We will tell you if a part has a lead time and how it affects the estimate. Return delivery may be paused until the required part arrives and the repair is completed.

We are not liable for failure or delay in return delivery caused by events beyond our reasonable control ("force majeure"), including parts shortages or supplier delays, courier / logistics disruption, transport strikes, natural events, fire, flood, power or network outages, civil disturbance, epidemic or pandemic, or government action. In such cases timelines are extended for the duration of the event, we will notify you, and we will resume as soon as reasonably practicable.

Force majeure does not excuse us from liability for our own negligence or for a deficiency in service, and it does not apply to obligations that had already fallen due before the event arose.

11. Your Data, Accessories and Pre-existing Condition

You are responsible for backing up your own data before handing over the device, and for removing SIM cards, memory cards and accessories you do not want repaired or returned. Repairs, testing, software updates, diagnostics or factory resets necessary to complete the work may affect data, and we cannot guarantee data preservation.

We take reasonable care of devices in our custody, and we handle any personal data we access in line with the Information Technology Act, 2000, the SPDI Rules and our Privacy Policy. Subject to that, and to the maximum extent permitted by law:

• We are not liable for loss of data, contacts, photos, apps or settings, or for SIM / memory cards or accessories that were not formally logged in with the device at intake.
• We are not liable for pre-existing, hidden or undisclosed faults, or for prior physical or liquid / water damage that worsens during diagnosis or repair despite our reasonable care, or for devices previously opened, modified or repaired by others.
• Items handed in with the device are recorded at intake; please confirm the intake list is correct, as it is the agreed record of what we received.
• These exclusions do not cover loss or damage caused by our own negligence or by a deficiency in service, which cannot be waived under Indian law.

12. Fair Limitation of Our Liability

To the maximum extent permitted by Indian law, our total liability arising out of or in connection with the return delivery and the repair of a device is limited to the amount actually paid by you to us for that specific repair job. We are not liable for indirect, incidental, special or consequential losses, including loss of business, profit, opportunity, anticipated savings, or loss of data value.

These limits do NOT apply to, and we do not exclude, any liability that cannot be limited or excluded under Indian law, including liability for death or personal injury caused by our negligence, for our own gross negligence, fraud or wilful misconduct, for a deficiency in service or unfair trade practice established under the Consumer Protection Act, 2019, or for any valid product-liability claim. This clause is intended as a fair and reasonable allocation of risk between us and is not an attempt to defeat or dilute your statutory rights, which prevail to the extent of any inconsistency.

13. Warranty on the Repair and What It Excludes

Completed repairs carry a limited warranty (default 90 days, or the period stated on your invoice for that repair) covering only the specific part replaced and the specific workmanship performed by us, against defect in that part or workmanship under normal use. This warranty is in addition to, and does not take away, your statutory rights under the Consumer Protection Act, 2019.

The warranty is not a guarantee against new or unrelated problems and, to the extent permitted by law, does not cover the following, which fall outside its scope:

• New physical damage (drops, cracks, bends, pressure) or new liquid / water / moisture damage occurring after our repair.
• Tampered, broken or removed warranty / security seals, or signs of opening or repair by any third party after our service.
• Software or operating-system issues, updates, malware, account locks, or settings not caused by our hardware repair.
• Normal wear and tear, cosmetic ageing, and consumable degradation (for example, gradual battery capacity loss within normal limits).
• Use of non-genuine accessories, chargers or parts after our service, or faults in parts or areas we did not repair.
• Pre-existing or undisclosed faults and damage present before our repair.
• Nothing in this section limits any non-excludable statutory remedy where a repair is found to be deficient.

14. Our Right to Refuse, Pause or Stop Service

We may reasonably refuse, pause, or discontinue a repair or its return delivery where there is a fair and lawful reason to do so. Examples include: the device is unsafe (such as a swollen battery or severe liquid damage); required genuine parts are unavailable; the device appears to be stolen or its ownership / IMEI cannot be verified; the repair is not technically or economically viable; an amount lawfully due is unpaid; or we reasonably suspect fraud, abuse or unlawful use.

If we stop a chargeable repair after it has begun, we will explain why, return the device (subject only to charges properly incurred for work actually done and parts actually ordered or fitted), and act fairly and in good faith. We will not use this right to avoid a legitimate obligation to you or to deny you a remedy you are entitled to under law.

15. Contact, Grievance Redressal and Governing Law

For any question or complaint about delivery, drop-back, storage or a repair, please contact us with your booking / tracking reference. In line with the Consumer Protection (E-Commerce) Rules, 2020, we will acknowledge a complaint within 48 hours and endeavour to resolve it within a reasonable time, ordinarily within one month.

This policy is governed by the laws of India. While disputes are subject to the jurisdiction of the competent courts and consumer dispute redressal commissions at the registered place of business of PiknFix, this does not limit your statutory right under the Consumer Protection Act, 2019 to approach the consumer commission having jurisdiction at your place of residence or work.

• Grievance Officer: PiknFix, West Barasat, Sutia Barasat, Gaighta, 24 PGS (N), West Bengal, 743273, India.
• Email: hello@piknfix.com | Phone / WhatsApp: +91 81018 87381.
• Business hours and serviceable areas are as published on our website and may be updated from time to time.