Return & Exchange Policy - MERCURY COMPUTECH

At MERCURY COMPUTECH, we are committed to ensuring your complete satisfaction with every purchase. This Return & Exchange Policy outlines the terms and conditions under which products purchased from our SP Road, Bangalore store or website can be returned or exchanged.​

Eligibility for Returns & Exchanges

We Accept Returns/Exchanges For:

• Wrong product delivered (different model, brand, or specifications than ordered)

• Defective or damaged products received at the time of delivery

• Manufacturing defects discovered within the warranty period

• Products not matching the description provided on our website or invoice

• Missing accessories or components that should have been included with the product

• Products that fail to function properly upon first use (Dead on Arrival - DOA)

We Do NOT Accept Returns/Exchanges For:

• Change of mind or buyer's remorse ("I changed my mind")

• Subjective preferences ("I don't like the color/design/look")

• Compatibility issues due to customer's failure to verify specifications before purchase

• Products purchased from unauthorized sellers or third parties

• Products with damaged, tampered, or missing serial numbers

• Products showing signs of physical damage, misuse, or improper installation by the customer

• Products with scratches, dents, or cosmetic damage caused after delivery

• Opened software, operating systems, or downloaded digital products

• Custom-built PCs that have been assembled as per customer's specific configuration (unless DOA or manufacturing defect)

Return Window Period

Standard Return Period: 7 days from the date of delivery for eligible returns​

Dead on Arrival (DOA) Claims: Must be reported within 48 hours of delivery with supporting video evidence​

Note: The return window period begins from the date of delivery as per the courier tracking confirmation, not from the date of order placement.​

Mandatory Unboxing Video Requirement

IMPORTANT - For Damage Claims:

To ensure transparency and prevent fraudulent claims, customers must record a complete, uninterrupted unboxing video if they suspect the product may be damaged or defective upon delivery.​

Video Requirements:

• Record the video before opening the sealed package

• Show the outer packaging from all angles, clearly displaying any visible damage

• Capture the courier's delivery label and invoice number

• Record the entire unboxing process without any cuts or edits

• Clearly show the product's serial number, condition, and any defects or damages

• Ensure the video is well-lit and clearly shows all details

• Video must be recorded in a single continuous take (no edited footage)

Without proper unboxing video evidence, damage claims will not be accepted, and the product will be considered delivered in good condition.​

Return Conditions

Products Must Be Returned:

• In original, unused, and resalable condition with all tags, labels, and seals intact

• In original manufacturer's packaging with all accessories, manuals, warranty cards, cables, and free gifts included

• With original invoice or proof of purchase

• With all serial numbers and security labels intact and unaltered

• Without any signs of installation, use, or configuration (for applicable products)

Note: Products that do not meet these conditions may be subject to rejection or partial refund with applicable deductions.​

Return Process

Step 1: Contact Us

Contact our customer support team within the eligible return period:

• Phone: 095713 08152

• Email: mercurycomputech990@gmail.com

• Visit Store: Ground Floor, Shop Number 1, 1058 Shree Charan Bank, beside Nagrathpet, Bengaluru, Karnataka 560002

• Business Hours:

  • Monday to Saturday: 10:00 AM – 8:30 PM

  • Sunday: Closed

Step 2: Provide Details

Share the following information :​

• Order number and invoice copy

• Product model number and serial number

• Detailed reason for return with supporting evidence (unboxing video for damage claims, photos of wrong product, etc.)

• Your contact details and return pickup address

Step 3: Return Authorization

Once your return request is verified and approved:

• You will receive a Return Authorization Number (RAN)

• Return pickup will be scheduled at your convenience (for deliveries within Bangalore)

• For self-returns, you will receive our warehouse address

Step 4: Product Inspection

Upon receiving the returned product:

• Our quality team will inspect the product within 3-5 business days

• Verification of product condition, accessories, and packaging will be conducted

• Unboxing video (if provided) will be reviewed for damage claims

Step 5: Resolution

Based on inspection results :​

• Approved Returns: Refund or replacement processed within 7-10 business days

• Rejected Returns: Product will be returned to customer with rejection reason; return shipping charges may apply

Refund Policy

Refund Methods:

• Original payment mode (credit card, debit card, UPI, net banking)

• Store credit (processed faster, can be used for future purchases)

• Cash refund (for walk-in store purchases only)

Refund Timeline:

• Inspection Completion: 3-5 business days after receiving returned product​

• Refund Processing: 7-10 business days after inspection approval

• Bank Credit: Additional 3-7 business days depending on your bank's processing time

Refund Deductions:

• Restocking Fee: 15% restocking fee applicable for opened products returned due to customer error (wrong product ordered by customer)​

• Return Shipping: Deducted from refund if product return is not due to our error

• Partial Refunds: Applied for products returned without original packaging, missing accessories, or showing signs of use

Exchange Policy

Exchange Options:

• Same product replacement (subject to stock availability)

• Different model/product of equal or higher value (price difference to be paid by customer)

• Store credit for future purchases

Exchange Process:
Same as return process with replacement product shipped once the original item is received and inspected.​

Warranty Claims

Products covered under manufacturer's warranty should be directed to the authorized brand service center after the 7-day return window.​

MERCURY COMPUTECH will assist in facilitating warranty claims by providing necessary documentation and support.

Non-Returnable Items

The following items are NOT eligible for return or exchange under any circumstances :​

• Downloadable software and digital licenses

• Custom-configured PCs (unless DOA or manufacturing defect)

• Opened software boxes, OEM operating systems

• Consumables like thermal paste, cleaning kits (once opened)

• Clearance/sale items marked as "Final Sale - No Returns"

• Products purchased during special promotions marked "Non-Returnable"

Damaged or Defective Products

If you receive a damaged or defective product :​

• DO NOT accept delivery if outer packaging shows significant damage

• If damage is discovered after accepting delivery, record unboxing video immediately

• Contact us within 48 hours of delivery with video evidence

• We will arrange for immediate replacement or pickup at no additional cost

Wrong Product Delivered

If you receive a product different from what you ordered:

• Verify the product immediately upon delivery

• Contact us within 48 hours with photos/videos showing the wrong product

• Do not use or install the product

• We will arrange pickup and deliver the correct product at no additional cost

Customer Responsibilities

Before Purchase:

• Verify product specifications, compatibility, dimensions, and features

• Check color options, model numbers, and variants carefully

• Read product descriptions and technical specifications thoroughly

At Delivery:

• Inspect the package for any visible damage before accepting delivery

• Verify product details match your order invoice

• Record unboxing video if package appears damaged or tampered

For Returns:

• Pack the product securely to prevent damage during return transit

• Include all original accessories, packaging materials, and documentation

• Handle products with care to maintain resalable condition

Contact Information

For any return or exchange queries, please contact us:

MERCURY COMPUTECH
Ground Floor, Shop Number 1, 1058 Shree Charan Bank
Beside Nagrathpet, Bengaluru, Karnataka 560002

Customer Support:

• Phone: 095713 08152

• Email: mercurycomputech990@gmail.com

• Website: https://mercurycomputech.com/

Store Hours:

• Monday to Saturday: 10:00 AM – 8:30 PM

• Sunday: Closed

Legal Compliance

This Return & Exchange Policy is formulated in compliance with :​

• Consumer Protection Act, 2019

• Consumer Protection (E-Commerce) Rules, 2020

• Information Technology Act, 2000

Policy Updates

MERCURY COMPUTECH reserves the right to modify this Return & Exchange Policy at any time. Updated policies will be posted on our website with the effective date. Continued use of our services after policy changes constitutes acceptance of the revised terms.​

Dispute Resolution

Any disputes arising from returns or exchanges will be resolved through:

1. Direct communication with our customer support team

2. Escalation to store management

3. Consumer Disputes Redressal Forums as per the Consumer Protection Act, 2019

Note: This policy applies to all products sold by MERCURY COMPUTECH through our physical store at SP Road, Bangalore and online channels. Special promotional offers may have additional terms that will be clearly communicated at the time of purchase.​

For the best shopping experience, we recommend carefully reviewing product specifications before purchase and maintaining all packaging materials until you are completely satisfied with your product.