SHIPPING, DELIVERY AND STORE PICK-UP POLICY

Applicable to online orders, offline store sales, local delivery and customer-arranged collection

Effective Date: June 2026 | Version: Final Shipping Policy | Governing Law: India

1. Purpose and Applicability

• This Shipping, Delivery and Store Pick-up Policy forms an integral part of MGR Master Terms and Conditions, invoices, order confirmations, online terms, return/refund policy and service documents.

• This Policy applies to all online sales placed through MGR's website or digital channels, all offline store sales where delivery or store pick-up is involved, and all devices/accessories/services dispatched, handed over, collected, picked up or delivered by or for MGR.

• In case of inconsistency, this Policy shall prevail for shipping/delivery procedure; however, non-waivable rights of consumers under applicable law shall always prevail.

2. Shipping Modes

 

3. Serviceability, Address and Delivery Preconditions

• MGR may accept or reject shipping/delivery to a location depending on serviceability, courier availability, order value, risk profile, government restrictions, product type, payment status and internal fraud-control checks.

• The customer is solely responsible for providing correct name, mobile number, full address, PIN code, landmark, email, GSTIN details where applicable and delivery instructions before dispatch.

• MGR is not liable for delay, failed delivery, return-to-origin, additional charges, loss or misdelivery caused by incorrect/incomplete address, unreachable phone number, non-availability of recipient, refusal to accept delivery, non-payment of charges, or customer-side courier/representative error.

• For high-value devices, MGR may require OTP verification, government ID verification, signature, photo proof, video proof, business card, authorisation letter or other reasonable delivery/identity controls before release.

4. Delivery Timelines and Dispatch

• Any delivery date, dispatch date or timeline communicated by MGR is an estimated timeline unless expressly stated in writing as guaranteed.

• Dispatch may be made only after payment realisation, KYC/risk verification, order confirmation, stock confirmation, IMEI tagging, invoice generation and packaging are completed.

• Delivery timelines may vary due to courier capacity, public holidays, weather, traffic, strikes, festivals, force majeure, incorrect address, security checks, remote locations, government restrictions or other circumstances beyond MGR's reasonable control.

• Where goods are delivered beyond the delivery schedule stated by MGR and the delay is not due to force majeure or customer-side reasons, the customer's remedies shall be governed by applicable law and MGR's refund/replacement policy.

5. Shipping Charges, Taxes and Additional Costs

• Shipping charges, packing charges, handling charges, insurance charges, delivery charges and applicable taxes, if any, shall be shown or communicated before completion of the order wherever applicable.

• Shipping or delivery charges are generally non-refundable where the shipment has already been dispatched and the cancellation/return is customer-driven, subject to applicable law and MGR's refund policy.

• If re-shipment, address correction, return-to-origin, special delivery, urgent delivery, repeated delivery attempt or customer-arranged re-delivery is required due to customer-side reasons, MGR may recover the actual additional cost before re-dispatch.

• No hidden shipping liability shall be assumed by MGR beyond the amount expressly charged or agreed for shipping, except where applicable law provides otherwise.

6. Packaging, Risk and Proof of Handover

• MGR shall make reasonable commercial efforts to pack devices/accessories safely based on product nature, order value and shipping mode.

• Once the product is handed over to the customer, customer's representative, customer-arranged courier/rider, or a third-party logistics partner for customer delivery, risk shall pass as per the transaction mode and applicable law, subject to MGR's responsibility for proven pre-delivery defects or statutory obligations.

• Delivery/handover may be evidenced through invoice, delivery challan, courier receipt, tracking update, OTP confirmation, signature, stamp, CCTV footage, photograph, GPS status, WhatsApp/email confirmation or any other reliable record maintained by MGR/courier partner.

• For customer-arranged courier/rider/representative collection, MGR's responsibility ends on documented handover to such authorised person, except for fraud, wilful misconduct, intentional misrepresentation or non-waivable statutory liability.

7. Inspection at Delivery, Transit Damage and Tampering

• The customer must inspect the outer package at the time of delivery/pick-up. If the package is open, torn, wet, crushed, resealed, tampered or suspicious, the customer should record clear photographs/video and immediately notify MGR before using the product.

• For courier deliveries, the customer should make an unboxing video from sealed-package stage to device verification wherever possible, especially for mobile phones, high-value accessories and pre-owned devices.

• Transit damage, missing item, wrong item or tampered package complaints must be reported to MGR at the earliest, preferably within 24 hours of delivery, along with invoice, order ID, package photographs, unboxing video, courier label and condition of outer/inner packaging.

• The customer must preserve the product, package, labels, accessories and all packing material until MGR/courier investigation is completed. Use, repair, resale, unlocking, rooting, formatting or disposal of packaging may prejudice the claim.

• MGR may reject claims that are unsupported by evidence, reported after unreasonable delay, contradicted by delivery records, caused by customer mishandling, or where the product/package has been altered after delivery, subject to applicable law.

8. Failed Delivery, Refusal, Return-to-Origin and Re-delivery

• If delivery fails due to incorrect address, customer non-availability, phone not reachable, refusal to accept, premises closed, unpaid amount, rejected OTP/ID verification or similar customer-side reasons, MGR/courier may attempt re-delivery as per operational feasibility.

• If the shipment is returned to MGR due to customer-side reasons, MGR may cancel the order or re-ship it after recovery of actual additional charges, subject to product condition, availability and applicable law.

• If a customer refuses delivery without legally valid reason after dispatch, MGR may deduct actual forward/reverse shipping and packing charges from any permissible refund, unless the refusal was due to wrong product, visibly damaged/tampered shipment, delayed delivery attracting statutory remedy, or MGR-side deficiency.

9. Store Pick-up and Offline Sales

• For store pick-up, the customer must verify the device, IMEI/serial number, variant, storage, colour, invoice, accessories, warranty/plan documents and physical condition before leaving the store.

• Once the customer signs/accepts the invoice, delivery challan, acknowledgement, inspection form or handover record and leaves the store with the product, MGR shall not be responsible for subsequent physical damage, liquid damage, missing accessories, customer mishandling, password/account lock, SIM/network issues, data issues or change-of-mind claims, subject to applicable law.

• Where the customer authorises another person to collect the product, such person's signature/OTP/ID/acknowledgement shall bind the customer, and MGR shall not be responsible for disputes between the customer and the authorised collector.

• Offline doorstep/local delivery is a convenience service only, unless a written installation/demo obligation is separately agreed. The customer must still verify product identity and package condition at handover.

10. Cancellation, Refunds and Replacement Linkage

• Cancellation before dispatch shall be governed by MGR's cancellation policy, payment status and stock-blocking terms.

• Cancellation after dispatch, failed delivery, customer refusal, return-to-origin, transit damage, wrong product, missing item or delayed delivery shall be handled together with MGR's Refund/Replacement Policy and applicable law.

• New devices are not eligible for voluntary return/exchange/refund by MGR after sale/delivery/acceptance; manufacturer warranty/DOA/manufacturing-defect matters shall be routed to the manufacturer/authorised service centre, subject to non-waivable statutory rights.

• Pre-owned devices, repairs, extended warranty, buyback plans and screen replacement plans shall be governed by the relevant signed forms and Master Terms in addition to this Policy.

11. Data, Device Lock and Customer Responsibility

• Before handing over any device for delivery, repair, replacement, buyback, exchange, inspection or warranty claim, the customer must back up and remove personal data, passwords, SIM/memory cards, screen locks, cloud accounts and payment apps wherever relevant.

• MGR shall not be liable for customer data loss, disclosure, software lock, cloud lock, financial app issue or account recovery difficulty arising from shipping, inspection, delivery, repair or customer-side omission, except to the extent caused by MGR's proven wilful misconduct or non-waivable legal liability.

12. Force Majeure and Limitation of Liability

• MGR shall not be liable for delay or failure caused by events beyond its reasonable control, including natural calamity, rain/flood, fire, accident, epidemic, strike, bandh, riot, war, government order, courier disruption, transport restriction, network outage, cyber incident, payment system failure, public holiday or other force majeure event.

• To the maximum extent permitted by law, MGR shall not be liable for indirect, consequential, remote, special or punitive losses arising from shipping/delivery delay, failed delivery or customer-side errors.

• Nothing in this Policy excludes liability for fraud, wilful misconduct, intentional misrepresentation, spurious goods, proven wrong supply, non-delivery due to MGR's fault, or any consumer right that cannot be waived under applicable law.

13. Grievance and Evidence Channel

• Shipping/delivery complaints must be raised through MGR's designated support channel with invoice/order number, customer name, mobile number, delivery address, issue description, photographs/videos and courier proof.

• MGR may require further information, written declaration, police complaint, courier claim form, identity verification or device inspection to investigate high-value, non-delivery, tampering or fraud-related claims.

• Customer support: support@mgrmobile.com | 8310887259. The name/designation/contact details of the designated Grievance Officer should be displayed on the website and updated by MGR before live publication of this Policy.

14. Customer Acknowledgement for Offline/Store Use

I/We confirm that I/we have read and accepted MGR's Shipping, Delivery and Store Pick-up Policy and have verified the product/package/device details at the time of delivery/pick-up, subject to applicable law.