Refund, Replacement and Warranty Policy

REFUND, REPLACEMENT AND WARRANTY POLICY

For in-store and online transactions

Refund Policy | Effective: May 2026 | Version: Final Revised | Governing Law: India

LEGALLY BINDING DOCUMENT: This document is intended to govern the relevant transaction with MGR Mobile Service. It must be read with the tax invoice, product listing, signed forms and applicable law. Nothing in this document excludes any non-waivable statutory right of a consumer under Indian law.

CORE POSITION: New devices are not returnable/exchangeable/refundable by MGR after sale/delivery/acceptance. Manufacturer-origin issues must be taken directly with the manufacturer/authorised service centre. Used/pre-owned devices carry 3-month MGR limited warranty for all grades.

1. Quick Reference

Category	MGR Return/Refund	Warranty/Remedy
New device - correctly supplied and accepted	No MGR return/exchange/refund	Manufacturer warranty route only. MGR may provide invoice support.
New device - DOA/manufacturing defect	No voluntary MGR replacement/refund; manufacturer route	Customer to approach manufacturer/authorised service centre.
New device - wrong product/non-delivery/material MGR misdescription	MGR remedy where established	Replacement/correction/refund as legally required.
Pre-owned All Grades	No change-of-mind return	3-month MGR limited functional warranty.
Pre-owned Parts/Non-functional	No change-of-mind return	3-month limited warranty only for functions/parts expressly stated as working.
Repairs	No refund for completed service except as stated	Component/service warranty as per repair receipt.
Advance booking	Not forfeited	50% advance refunded 100% to source within 7 days after 3-day hold expiry if customer does not purchase.

2. New Devices

• No MGR exchange, return or refund after sale/delivery/acceptance for new devices.

• Manufacturer-origin defects, DOA, warranty defects, software/hardware issues and service claims must be taken directly with manufacturer/authorised service centre.

• MGR may provide invoice copy, product details and reasonable coordination but does not assume manufacturer warranty obligations.

• Direct MGR remedy is limited to wrong product/IMEI supplied by MGR, non-delivery attributable to MGR, spurious/counterfeit/non-conforming goods supplied by MGR, material misdescription by MGR, or mandatory statutory non-waivable liability.

3. Online Delivery Issues

• Wrong product, missing accessories, transit damage or tampered package must be reported within 24 hours of delivery with unboxing video/photos and packaging evidence.

• Product marked delivered but not received must be reported within 48 hours of delivery status update.

• MGR will investigate with logistics partners and provide remedy where the issue is verified and attributable to MGR/logistics before valid delivery acceptance.

4. Pre-Owned Devices - 3-Month Limited Warranty

• All pre-owned/used device grades carry a 3-month limited warranty from invoice date.

• Covered: undisclosed internal functional defects arising during normal use and not excluded/disclosed at sale.

• Excluded: disclosed issues, cosmetic wear, customer-caused damage, liquid/physical damage, unauthorised repair, software modification, account locks, data loss, battery degradation, accessories/consumables, network/operator issues and misuse.

• MGR's usual remedy: inspection and repair. If repair is not feasible or reasonable, MGR may provide equivalent replacement, store credit or refund as legally appropriate.

5. Advance Booking Refund

MGR collects 50% advance to block a specific device for 3 calendar days. If the customer does not complete purchase within 3 days, the booking expires and 100% of advance shall be refunded to the source account/original payment mode within the next 7 days, without interest. No forfeiture shall apply to this approved advance booking structure.

6. Refund Timelines

Situation	Timeline
Eligible refund to UPI/bank/card source	Generally within 5-7 business days after approval; banking/card networks may take longer.
Advance booking expiry/customer non-purchase	100% refund to source account/original payment mode within next 7 days after 3-day hold expiry.
MGR-cancelled order before shipment	100% refund within 5-7 business days.
Verified wrong product/non-delivery/material MGR fault	Refund/replacement after investigation and verification as legally required.

7. How to Raise Claim

• Email support@mgrmobile.com or call/WhatsApp 8310887259 / 9019774100.

• Provide invoice/order number, IMEI, photos/video, issue description and current location of device.

• MGR will acknowledge within 48 hours and communicate outcome/reasons in writing where feasible.