Return & Warranty Policy

1. What We Provide — a Repair Service, Not a Sale

PiknFix provides a diagnostic and repair SERVICE for mobile phones and tablets. Except where you separately buy a physical spare part or accessory from us, you are not purchasing a product, so the idea of a product "return" does not normally apply. If a repair we performed does not hold up, your remedy is a warranty re-service claim under Sections 5 to 7 below, in addition to any statutory right you may have for deficiency in service.

We take NO payment upfront. After a technician inspects your device, we send you a WRITTEN QUOTE. No chargeable repair work begins, and no part is specially ordered, until you APPROVE that quote. You therefore always control whether chargeable work proceeds.

Nothing in this policy limits, excludes or removes any right available to you under the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020, the Information Technology Act, 2000 and its rules, or any other applicable law. If any clause in this policy is found to be inconsistent with a mandatory legal right, that clause is read down only to the extent necessary to make it lawful, and the remainder of the policy continues in full effect.

2. Fees, Quote Approval and When Charges Become Non-Refundable

Booking a repair is free. A visit, diagnostic or inspection fee may apply; where it does, the exact amount is shown to you before you confirm your booking. All amounts are in Indian Rupees (₹) and are inclusive of, or subject to, GST as stated on your invoice. We charge only for the diagnostic/visit fee disclosed at booking and for repair work you have approved in writing — nothing else.

• Diagnostic / inspection / home-visit fee (the amount quoted at booking): payable for the technician's time and assessment. Because this is a service that is fully delivered once the inspection or visit is carried out, the fee is non-refundable after that point, even if you decide not to proceed with the quoted repair. If you cancel before the technician begins the inspection or visit, this fee is not charged or is refunded.
• Approved repair work: once you approve the written quote and the work is completed, the labour and service charges for that work are non-refundable, subject to your warranty rights in Sections 5 to 7 and your statutory rights in the event of proven deficiency in service.
• Special-order parts: once you approve a quote and we order a part specifically for your device, the part charge is non-refundable if you later cancel that approved work, because the part is procured for you. Where the part is still unused and re-sellable, we may at our discretion adjust its value against a future repair.
• Cancellation before approval: if you cancel before approving the quote, you pay only the diagnostic/visit fee (if any disclosed). No repair or part charges apply.
• Where a diagnostic fee is, by a separate offer made to you, adjustable against an approved repair, that adjustment is shown on your invoice.

3. Your Responsibilities — Data Backup, Accessories and Disclosure

Some repairs require the device to be reset or can result in data loss. Backing up your data is your responsibility and must be done before you hand over the device. The matters below are conditions of accepting our service and of the warranty.

• DATA BACKUP: Back up all contacts, photos, messages, apps and other data before the repair. We will take reasonable care, but we are not responsible for any loss, corruption or deletion of data occurring in the course of a repair where we have exercised reasonable skill and care. Do not share passwords or unlock codes beyond what is strictly necessary for the repair.
• SIM / MEMORY CARDS & ACCESSORIES: Remove your SIM card, memory card, case, cover, screen guard and any accessory before handover. We accept the device only and are not responsible for items left in or on it.
• ACCURATE DISCLOSURE: Tell us about any prior damage, prior repairs, liquid exposure or known faults. Concealing or misstating such information may affect our diagnosis and may void the warranty on the work affected by the concealed condition.
• ANTI-THEFT / ACTIVATION LOCKS: Where required, disable activation locks, Find My Device, and Google or other account locks so the device can be tested. We cannot complete or warrant work that such locks prevent us from testing.

4. Limits of Our Liability

We carry out every repair with reasonable skill and care. We do NOT exclude or restrict our liability for deficiency in service, for our negligence, or for death or personal injury caused by our negligence, to the extent the law does not permit such exclusion. Subject to that, the following limits apply.

We are not liable for: (a) pre-existing damage, or pre-existing or undisclosed faults present before we received the device; (b) further deterioration of, or damage arising from, liquid, moisture or corrosion damage that was already present, since liquid-affected devices are inherently unstable and a successful outcome cannot be guaranteed; (c) faults or damage arising from the device having been opened, modified or repaired by you or a third party before it reached us; and (d) loss of data, SIM/memory cards or accessories as set out in Section 3.

Subject to the first paragraph of this Section, our total liability for any claim connected with a repair is limited to the amount actually paid by you to us for that specific repair. We are not liable for indirect, incidental or consequential losses, such as loss of business, profit or opportunity, or the cost of a substitute device. This cap does not apply where the law does not permit such a limit, including our proven negligence causing personal injury, or compensation awarded by a Consumer Commission for deficient service.

If, during a repair carried out with reasonable care, an inherent or undisclosed condition of the device (for example hidden liquid damage or a previously stressed component) causes the device to stop functioning, we will inform you promptly. Such an outcome, by itself, is not a deficiency in our service.

5. Repair Warranty — Period and What It Covers

Completed repairs carry a LIMITED WARRANTY. The default warranty period is 90 days from the date of handover, unless a different period is stated on your specific quote or invoice (some parts or repairs carry a longer or shorter period, and the period stated for your repair always governs over this default).

The warranty is a workmanship-and-part warranty. It covers ONLY the specific repair we performed and the specific part we replaced — for example, if we replaced the screen, it covers that screen and the workmanship of fitting it. If the same repaired fault recurs within the warranty period because of our workmanship or a defect in the part we fitted, we will put it right under Section 7.

The warranty does NOT extend to other parts of the device, to new or unrelated faults, or to the device as a whole. It is not an insurance policy and does not cover accidental, future or third-party-caused damage.

6. Warranty Exclusions

The repair warranty does not apply, and is void for the affected repair, in any of the following situations (each assessed on inspection):

• Physical damage after handover — drops, cracks, bends, pressure or impact damage to the repaired part or the device.
• Liquid or moisture damage occurring after the repair, or pre-existing liquid damage and its progressive effects.
• Tampered, broken or removed warranty seals or stickers, or other signs that the device has been opened after our repair.
• Any third-party or self repair, opening, or part substitution carried out on the device after our repair.
• Software, operating-system, firmware, app, virus, account-lock or settings issues not caused by our hardware repair, including problems following a user-initiated update or reset.
• Normal wear and tear, gradual battery capacity decline within normal limits, and cosmetic marks.
• Use of non-genuine, incompatible or faulty accessories, chargers or cables with the device.
• Damage from misuse, abuse, unauthorised modification, fire, power surge, or force majeure.
• Faults unrelated to the specific repair we carried out.

7. How to Make a Warranty Claim — Free Re-Repair or Chargeable Work

To claim, contact us within the warranty period through your order tracking page, phone, email, or by visiting the shop, quoting your order/invoice number and describing the issue. Bring or send the device with its original PiknFix invoice. Where possible, raise the claim before using the device further, to avoid additional damage.

We will inspect the device. If we confirm the same repaired fault has recurred due to our workmanship or a defect in the part we fitted, the re-repair is FREE: we will repair or, at our discretion, re-replace the affected part at no charge, and no fresh diagnostic fee applies to that claim.

If inspection shows the issue falls under an exclusion in Section 6 (for example new physical or liquid damage, third-party tampering, or an unrelated fault), the warranty does not apply and any further work is chargeable. We will send you a fresh written quote, which you are free to approve or decline. Declining means no repair charge — only any applicable diagnostic fee for that fresh assessment, disclosed in advance.

A valid warranty re-repair does not restart the warranty period. The re-repaired work is covered for the remainder of the original period, or for 30 days from the re-repair, whichever is longer.

Nothing in this Section affects your right to approach a Consumer Commission for deficiency in service.

8. Replaced Parts and Ownership

We use genuine or quality-tested spare parts. When we replace a part, ownership of the old or removed part passes to PiknFix, and we may retain, dispose of, recycle or recondition it — unless, at the time of approval, you ask us in writing to return the old part to you and we agree.

Some defective parts must be returned to a supplier or manufacturer under their warranty terms; in those cases we cannot return the old part to you. The fact that a part is reconditioned or supplier-returnable does not reduce the warranty you receive on the repair.

9. Returns of Spare Parts or Accessories Sold to You

If you separately PURCHASE a physical spare part or accessory from us (rather than receiving it installed as part of a repair), the following return terms apply in addition to your statutory rights:

• Returnable within 7 days of delivery or purchase, only if the item is unused, undamaged, and in its original sealed packaging with all tags, accessories and the invoice.
• Defective-on-arrival items: report within 48 hours of receipt for a free replacement or, where replacement is not possible, a refund of the amount paid for that item.
• NON-RETURNABLE items: any part already fitted by us or by you; opened or used consumables; items with tampered serial numbers or broken security seals; screen guards and similar single-use items once applied; and special-order items procured specifically for you. (This does not affect your statutory rights for items that are defective.)
• Approved refunds are made to the original payment method within a reasonable period, typically 7 to 10 business days after we receive and verify the returned item.
• Custom-installed parts forming part of a completed repair are governed by the repair warranty (Sections 5 to 7), not by this product-return clause.

10. Our Right to Refuse, Pause or Stop a Repair

We may, acting reasonably and on stated grounds, refuse, pause or discontinue a repair — for example where the device is unsafe (such as a swollen or leaking battery), where it is suspected to be stolen or ownership cannot be shown, where activation or anti-theft locks cannot be cleared, where required parts are unavailable, where prior damage makes a safe or reliable repair impossible, or where continuing would be unlawful.

If we stop a repair on such grounds before completing approved work, you pay only for work actually done and parts actually ordered for you, and we will explain the reason. We will not terminate the engagement arbitrarily or without reasonable cause.

11. Device Collection, Storage and Uncollected Devices

When your repair is complete, or when we are ready to return a device on which work was declined or stopped, we will notify you via your registered contact details and order tracking page. Please collect or accept delivery of your device promptly.

• Free storage: we hold your device free of charge for 30 days from the date we first notify you it is ready.
• Storage fee: after 30 days, a reasonable storage fee (the rate disclosed at booking or on your invoice, for example ₹20 per day) may apply, on the basis disclosed here in advance.
• Uncollected devices: if a device remains uncollected and any storage or repair charges remain unpaid for 90 days after our first ready-for-collection notice, and despite a final written reminder giving you at least 15 days to respond, we may treat the device as abandoned and dispose of, recycle or sell it to recover the unpaid charges.
• Any net sale proceeds remaining after deducting outstanding charges and reasonable costs will be held for, or refunded to, you on request for a reasonable period; any shortfall remains payable by you.
• We are not liable for normal deterioration (for example battery self-discharge) of a device left uncollected beyond the notified period, where we have stored it with reasonable care.

12. Inspection at Handover

Please inspect your device when you collect it or receive delivery, and confirm that the repaired fault is resolved and the device is in acceptable cosmetic condition. Where practical, we will demonstrate the repaired function with you at handover.

Raise any concern about the repair or its visible condition at handover or, for couriered devices, within 48 hours of delivery. Your acceptance at handover relates only to the visible condition and the demonstrated repair, and does not reduce your rights under the repair warranty (Sections 5 to 7) or your statutory rights in respect of any latent deficiency.

13. Grievance Redressal and Governing Law

If you are unhappy with a repair, a charge or this policy, contact our Grievance Officer, whose name and contact details are published on our website and invoice. In line with the Consumer Protection (E-Commerce) Rules, 2020, we will acknowledge your complaint within 48 hours and aim to resolve it within one month of receipt.

This policy is governed by the laws of India and is subject to the jurisdiction of the consumer dispute redressal commissions and courts having jurisdiction. Your right to approach a Consumer Commission is preserved in all cases.

We may update this policy from time to time; the version in force when you booked your repair applies to that repair. Any ₹ amounts shown above are indicative placeholders, and the actual fee applicable to your booking is the one displayed to you at the time of booking or stated in your written quote.