Shipping & Delivery Policy

This Shipping & Delivery Policy explains how Digi2L, operated by UTC Digital Technologies Private Limited, arranges pickup of used appliances for Sell, Exchange and Assured Buyback / ABB redemption orders.

This Policy should be read together with our Terms & Conditions, our Refund & Cancellation Policy, our Privacy Policy, and any product-specific terms displayed at checkout.

1. Service area

Pickup and delivery services are available only in serviceable PIN codes across India.

You can check serviceability for your PIN code on the relevant product page, quote page, or checkout page before placing an order. Digi2L may update or expand its serviceable areas from time to time.

If your PIN code is currently not serviceable, you may sign up for a waitlist notification where this option is available.

2. Pickup of appliances — Sell Orders, Exchange Orders and ABB Redemption

2.1 Scheduling

After your Self-QC is reviewed and your exchange, sell-back or ABB redemption value is confirmed, you may select an available pickup slot.

Pickup slots are usually offered in 2-hour windows during working hours, typically between 9:00 AM and 7:00 PM, subject to your PIN code, appliance type, order volume, applicable pickup charges, and logistics partner availability.

Pickup dates and slots shown on the platform are indicative and subject to confirmation. Digi2L will make reasonable efforts to complete pickup within the selected slot, but pickup timelines may vary due to logistics constraints, customer availability, access restrictions, weather conditions, local restrictions, or other operational reasons.

A pickup charge may apply for certain orders, locations, appliance categories, or service types. Any applicable pickup charge will be disclosed before you confirm the pickup slot or complete the order.

2.2 What to expect on pickup day

On the scheduled pickup day, Digi2L's authorised logistics partner will visit the pickup address provided by you.

The logistics partner may contact you before arrival. At the time of pickup, the pickup agent may verify the order details, including the order number, pickup ticket, customer details, appliance details, and any other information required to complete the pickup.

The pickup agent will conduct a Field-QC of the appliance. This may include inspection of the appliance and capturing photographs and/or videos to verify the appliance type, brand, model, age, condition, accessories, working status, and any other details submitted during Self-QC.

If the appliance condition and details match the approved Self-QC, the appliance will be collected and the handover will be recorded digitally. Payout, exchange benefit, or ABB redemption processing will then be initiated, subject to successful completion of verification and applicable policy checks.

If the Field-QC identifies any material difference from the Self-QC details, including but not limited to differences in appliance condition, functionality, model, age, size, accessories, damage, or missing parts, Digi2L may revise the offer value or decline the pickup.

Where a revised offer is shared, you may either accept the revised offer or decline the pickup. If you decline the revised offer at the time of pickup, no cancellation charge will apply; however, Digi2L will not be required to honour the earlier quote or offer value.

Photographs, videos, and related information collected during Field-QC may be used for order verification, quality checks, fraud prevention, dispute resolution, audit, training, and other operational purposes, in accordance with Digi2L's Privacy Policy.

2.3 Missed pickup due to customer reasons

A pickup may be treated as missed due to customer reasons if:

• you, or an authorised adult, are not available at the pickup address during the scheduled pickup slot;
• the pickup agent is unable to contact you on the registered mobile number;
• the appliance is not ready for pickup;
• the appliance is not disconnected, emptied, or accessible for pickup;
• the appliance cannot be safely removed from the premises;
• the address or contact details provided by you are incorrect, incomplete, or not serviceable;
• required building, society, security, lift-use, parking, gate pass, or entry permissions are not available; or
• the pickup cannot be completed for any other reason attributable to you.

The pickup agent may wait at the pickup address for up to 15 minutes and may attempt to contact you on your registered mobile number.

If the pickup cannot be completed for any of the above reasons, Digi2L may mark the pickup as missed and may allow you to select a new pickup slot, subject to serviceability and logistics partner availability.

In case of any of the above, Digi2L may cancel the Sell Order, Exchange Order, or ABB redemption request. You may place a fresh request, but the new request will be subject to the then-prevailing quote, offer value, pickup charges, and serviceability.

Where a refundable pickup fee has been collected, Digi2L will adjust the fee against logistics costs if the pickup is missed due to customer reasons.

2.4 Pickup delay or non-arrival due to Digi2L or logistics partner reasons

If the pickup agent is delayed, unable to reach the pickup address, or does not attempt the pickup during the scheduled slot due to reasons attributable to Digi2L or its logistics partner, the pickup will not be treated as a missed pickup by you.

Digi2L or its logistics partner may inform you about the delay, failed pickup attempt, or revised pickup status through your registered mobile number, including by phone call, SMS, WhatsApp, email, or any other communication channel provided at the time of order placement.

If the pickup agent does not arrive during the scheduled slot, you may report the issue to Digi2L Customer Care through the customer support details provided on the website, app, order confirmation page, or pickup communication.

• Customer Care Email: help@digi2l.co.in
• Customer Care Phone: +91 (022)-65511123

After receiving your request, Digi2L will make reasonable efforts to verify the pickup status and arrange a fresh pickup slot, subject to your availability, serviceability, and logistics partner availability.

No additional pickup charge will apply for rescheduling caused by Digi2L or its logistics partner.

Digi2L will not be liable for any indirect, incidental, or consequential loss arising from pickup delay, non-arrival, or rescheduling, including loss of time, loss of opportunity, or inconvenience.

2.5 Pickup of large or bulky appliances

For large or bulky appliances, including televisions above 55 inches, refrigerators above 400 litres, and any other appliance requiring special handling, you must ensure that the appliance is ready and safely accessible at the scheduled pickup time.

You are responsible for ensuring that:

• you, or an authorised adult, are present at the pickup address;
• the appliance is disconnected, emptied, cleaned, and ready for pickup;
• all personal items, stored contents, and accessories not forming part of the order are removed before pickup;
• safe and reasonable access is available through lifts, staircases, corridors, gates, entrances, parking areas, and loading points;
• any building, society, security, gate pass, lift-use, parking, or entry permissions required for pickup are arranged in advance; and
• the appliance can be removed without dismantling fixtures, modifying property, or creating a safety risk.

Pickup includes reasonable in-property handling by the logistics partner. Unless expressly purchased or confirmed separately, pickup does not include dismantling, carpentry, plumbing, electrical work, wall-mount removal, removal from built-in installations, civil work, or any specialised labour or equipment.

If the appliance requires uninstallation, dismantling, disconnection, wall-mount removal, or any other preparation, you must complete this before the scheduled pickup or select any optional service offered by Digi2L at the time of quote, where available.

Digi2L or its logistics partner may decline or reschedule pickup if the appliance is not ready, cannot be safely accessed or removed, required permissions are unavailable, or the pickup may result in damage to property or risk to any person. Any failed pickup in such cases may be treated as a missed pickup due to customer reasons under Clause 2.3.

3. Title and risk of loss

Ownership, title, and risk in the used appliance remain with you until the appliance successfully completes Field-QC and is physically handed over to Digi2L's authorised pickup agent.

Once the appliance has successfully completed Field-QC and the handover is recorded, ownership, title, and risk in the appliance will transfer to Digi2L or to Digi2L's authorised reseller, refurbishment, recycling, logistics, or other fulfilment partner, as applicable.

After such transfer, Digi2L or its authorised partner may refurbish, repair, resell, recycle, dispose of, or otherwise deal with the appliance in accordance with applicable law and Digi2L's business processes.

If the appliance fails Field-QC, the revised offer is declined, or the pickup is not completed for any reason, ownership, title, and risk in the appliance will remain with you.

4. Customer support for pickup and delivery

For any questions, issues, or assistance relating to pickup, delivery, rescheduling, missed pickup or delivery attempts, order logistics, or shipping and delivery charges, you may contact Digi2L Customer Care using the details below:

• Customer Care Email: help@digi2l.co.in
• Customer Care Phone: +91 (022)-65511123

After receiving your request, Digi2L will make reasonable efforts to review the issue and assist within a reasonable timeframe, depending on the nature of the request and the information provided by you.

Where your request relates to a pickup or delivery delay, non-arrival, failed attempt, or rescheduling, Digi2L may verify the status with its logistics partner and arrange the next available slot, subject to your availability, serviceability, and logistics partner availability.

No additional pickup or delivery charge will apply where rescheduling is required due to reasons attributable to Digi2L or its logistics partner.

5. Grievance redressal

If your issue is not resolved through Customer Care, or if you wish to formally escalate your complaint, you may contact Digi2L's grievance support team:

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

Please include your order number, registered mobile number, pickup or delivery address, and a brief description of the issue to help Digi2L review and resolve your complaint efficiently.

Digi2L will endeavour to acknowledge and resolve grievance complaints in accordance with its Grievance Redressal Policy and applicable law.