Shipping & Delivery Policy

This Shipping & Delivery Policy describes how Digi2L, operated by UTC Digital Technologies Private Limited, arranges pickup of used appliances for Exchange Orders and delivery of refurbished appliances for Smart Buy purchases. Published as required by the Consumer Protection (E-Commerce) Rules 2020.

1. Service area

Pickup and delivery are available in serviceable PIN codes across India. You can check serviceability for your PIN code on the relevant product page before placing an order. We expand serviceability regularly; if your PIN code is currently out of service area, you may sign up for waitlist notification at the time of quote.

2. Pickup of appliances (Exchange Orders / ABB redemption)

2.1 Scheduling

After your Self-QC is reviewed and the exchange value is confirmed, you choose a pickup slot. Slots are offered in 2-hour windows across the working day (typically 9:00 AM to 7:00 PM), subject to your PIN code and logistics partner availability. Same-day pickup is generally available if you confirm the slot before 12:00 PM IST.

2.2 What to expect on pickup day

• The logistics partner will call you 30 minutes before arrival.
• The pickup agent presents a Digi2L-issued ID and a digital pickup ticket containing your order number.
• The agent performs a brief Field-QC (photos / video) to confirm the appliance condition matches Self-QC.
• If the condition matches: handover, payout is initiated, and you receive a digital acknowledgment.
• If the agent identifies material variance from Self-QC, a revised offer is shared with you in real-time. You can accept the revised offer or decline the pickup at no cost.

2.3 Missed pickup

If you are not available at the scheduled slot:

• The agent will wait up to 15 minutes at your address and attempt to call you twice.
• If you cannot be reached, the pickup is marked rescheduled and you receive a link to pick a new slot.
• Repeated missed pickups (3 attempts) may result in the Exchange Order being auto-cancelled. You can re-initiate a new Exchange Order at the prevailing quote at any time.

There is no missed-pickup fee for the first two attempts; from the third attempt onwards we may charge an actual logistics-cost recovery fee (currently capped at ₹250) on the next pickup attempt.

2.4 Pickup of bulky / large items

For televisions above 55 inches and large refrigerators (above 400 L), please ensure at least one adult is available at the property to assist the agent. Pickup includes in-property handling but does not include dismantling of built-in / wall-mounted installations — arrange these in advance, or request our optional uninstallation service at quote time.

3. Delivery of refurbished appliances (Smart Buy)

3.1 Order processing

After successful payment, Smart Buy orders are processed within 1 to 2 business days. You will receive an order confirmation with the estimated dispatch date.

3.2 Delivery timeline

Timelines are indicative and exclude delays caused by adverse weather, road closures, network outages, or events of force majeure as defined in our Terms & Conditions.

3.3 What to expect on delivery

• The logistics partner will call you 30 minutes before arrival.
• The agent unboxes the appliance in your presence and assists with basic placement (no plumbing / electrical installation included unless purchased separately).
• You sign a digital handover acknowledging that the product matches the listing.
• If you identify a material discrepancy at delivery, you may refuse acceptance. The appliance returns to our hub and a refund is processed per our Refund & Cancellation Policy.

3.4 Address change

Address changes are accepted up to 24 hours after order confirmation. After dispatch, address change requests are treated as a re-delivery and may incur the prevailing logistics-cost recovery fee.

4. Shipping charges

Pickup of appliances under an Exchange Order or ABB redemption is free for the customer.

For Smart Buy purchases, shipping charges (if any) are clearly displayed before payment confirmation. We do not add hidden charges at any later step.

5. Title and risk of loss

Exchange Orders: Title and risk in the appliance pass to Digi2L (or the allocated reseller partner) upon successful Field-QC and handover to the pickup agent. Up to that point, the appliance remains your property and at your risk.

Smart Buy purchases: Title and risk in the refurbished appliance pass to you upon successful delivery and your digital acknowledgment.

6. Grievances

If a pickup or delivery is not honoured as described, file a complaint with our Grievance Officer:

• Name: Mr. Serajul Mohammad
• Email: grievance@digi2l.co.in
• Phone: +91 (022)-65511123

We acknowledge within 24 hours and resolve within 15 days. See our Grievance Redressal Policy for the full procedure.