1. Scope & Purpose

This Shipping & Delivery Policy ("Policy") describes the shipping methods, timelines, charges and procedures applicable to all orders placed via the Top-10 mobile applications and website. Please read this policy carefully ("Platform"). It is published in line with the Consumer Protection Act 2019, the Consumer Protection (E-commerce) Rules 2020 and relevant BIS/DoT regulations governing sale of electronic devices in India.

2. Definitions

3. Serviceable Locations

We currently deliver only within India to the Serviceable PIN Codes displayed at checkout.

• Pincode Checker: Customers must validate availability before placing an order.

• The list may be updated without prior notice as new stores open or routes expand.

4. Delivery Options & Timelines

Important: Timelines exclude Sundays & public holidays unless expressly offered.

4.1 Order Processing

• Orders are processed only after successful payment authorisation via Juspay.

• Processing may be paused for anti-fraud or high-value IMEI verification checks.

4.2 Peak-Season & Force Majeure Delays

Festive rush, monsoon flooding, strikes, public health emergencies, or other force-majeure events (see § 9 below) may extend delivery times. We will notify affected customers via push, e-mail, or WhatsApp.

5. Packaging & IMEI-Linked Dispatch

• All devices are shipped in original manufacturer packaging with tamper-evident outer sleeve.

• Each smartphone IMEI/serial number is scanned and matched to the order in our ERP (APX) prior to dispatch.

• Accessories & laptops follow a similar serial-number capture for traceability.

6. Open-Box Delivery Protocol

1. The delivery executive opens the package in your presence.

2. Customer verifies:

   • Physical condition (no dents, cracks)

   • IMEI/serial matches invoice

   • All box contents present

3. If any issue is detected, you may hand the item back immediately; no payment or replacement ticket is needed at that moment.

4. Upon warehouse validation, a replacement device ships within 2 business days (subject to stock).

7. Delivery Attempts, Re-Delivery & Cancellation

• The delivery executive will attempt delivery twice. If unreachable, the order is returned to origin.

• Re-delivery can be scheduled once (free) by contacting support within 24 hours of first attempt.

• Orders cancelled after dispatch due to customer unavailability are refunded as store credit minus 2 % logistics fee.

8. Customer Responsibilities at Receipt

Upon delivery or pick-up you must:

1. Inspect outer packaging for damage or tampering.

2. Verify IMEI/serial and product model.

3. Sign the delivery sheet or enter OTP to confirm receipt.

4. Retain invoice, warranty card & accessories; these are required for warranty claims or 72-hour replacement under our No-Refund Replacement Policy. Failure to follow these steps may affect eligibility for replacement.

9. Force Majeure

The Company is not liable for delivery failures or delays caused by events beyond reasonable control, including but not limited to natural disasters, transport strikes, government restrictions, pandemic lockdowns, riots or acts of terrorism.

10. Tracking & Notifications

• Real-time tracking link (powered by Google Maps API) is sent via SMS/WhatsApp once the order is out for delivery.

• Push notifications (via OneSignal) keep you informed at each milestone:

• Confirmed

• Packed

• Out for Delivery

• Delivered.

11. Change of Delivery Address

Address changes are accepted only before the order status shows "Packed." After this stage, cancel & reorder with the new address, subject to stock.

12. International Shipping

We do not ship outside India at present.

13. Policy Updates

We may amend this Policy due to operational changes or legal requirements. Revised versions will be posted on the Platform with a new "Last updated" date and, where material, notified at least 7 days in advance.

By placing an order on Top-10 you acknowledge you have read and agree to this Shipping & Delivery Policy.