Shipping policy
SHIPPING POLICY
This Shipping Policy (“Policy”) will be effective from March 9th, 2026 (“Effective Date”)
Gullylabs Innovations private limited ("Company" or “Gully Labs”) is committed to conducting its business operations with transparency, customer focus, and operational efficiency. As part of this commitment, the Company ensures that the shipment and delivery of its products are handled in a manner that respects consumer rights, maintains clarity in logistics, and complies with all applicable legal and regulatory standards in India.
This Shipping Policy sets out the terms and conditions under which orders are processed, shipped, delivered, and, where applicable, returned or addressed in case of delays or defects. It governs all orders placed through Gullylabs’ official website and is intended to protect the interests of both the Company and its customers by clearly outlining the responsibilities and limitations associated with order fulfillment.
WHEREAS
A. While Gullylabs strives to ensure timely and reliable delivery, the Company partners with an independent third-party shipping aggregator, for logistics and last-mile fulfillment. Accordingly, this Policy includes important disclaimers regarding the Company’s limited liability in transit-related matters once the order has been handed over to the delivery partner.
B. This Policy is formulated in alignment with the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020, and other applicable Indian laws. It is designed to provide a transparent, fair, and practical framework for order handling and logistics, ensuring consistent and informed expectations for all customers engaging with the Company’s platform.
NOW THEREFORE, Gullylabs hereby adopts this Shipping Policy to establish a clear, reliable, and legally compliant framework for the processing, dispatch, and delivery of customer orders. This Policy reinforces the Company’s values of transparency, customer satisfaction, and operational accountability while addressing its obligations under applicable Indian consumer protection and e-commerce laws. It also clarifies the Company’s role and limited liability in logistics operations executed by third-party partners.
1. DEFINITIONS AND INTERPRETATION
1.1. Definitions: In this Policy (including the recitals above hereto), except where the context otherwise requires, the following words and expressions shall bear the meaning assigned to them below:
a) “Company” shall mean Gullylabs, a business entity engaged in the online sale of apparel and related goods through its official website.
b) “Customer” shall mean any individual or entity who places an order for goods offered by the Company through its online platform.
c) “Order” shall mean a confirmed request placed by a Customer through the Company’s website for the purchase of one or more products, subject to successful payment verification and acceptance.
d) “Dispatch” shall mean the physical handover of the packaged Order by the Company to its designated logistics partner for shipment and delivery to the Customer.
e) “Delivery” shall mean the successful handing over of the ordered product to the Customer or their representative at the delivery address specified at the time of placing the Order.
f) “Third-Party Logistics Provider” or “Shipping Partner” shall mean an independent logistics aggregator engaged by the Company for facilitating shipping, transit, and delivery of Orders. This shall also include any affiliated or sub-contracted carriers operating under or through the said shipping partner.
g) “Transit Issues” shall mean any delay, damage, loss, theft, or non-delivery of the product occurring after the Order has been dispatched from the Company’s facility and while in the custody or control of the Third-Party Logistics Provider.
h) “Working Days” shall mean all days excluding Saturdays, Sundays, and public holidays observed by the Company, during which order processing and shipping activities are undertaken.
i) “Return to Origin (RTO)” shall mean the process by which an undelivered Order is returned to the Company’s warehouse due to non-availability of the Customer, incorrect address, or repeated delivery failure.
j) “Force Majeure Event” shall mean any event beyond the reasonable control of the Company that prevents or delays the performance of its shipping obligations, including but not limited to natural calamities, strikes, lockdowns, war, cyber incidents, governmental orders, or carrier disruptions.
1.2. Interpretation
a) In addition to the terms defined above, certain terms may be defined elsewhere in this Policy, and wherever such terms are used, they shall have the meaning assigned to them.
b) Section headings are for convenience only and shall not affect the construction or interpretation of any provision of this Policy.
c) References to sections or annexures are, unless the context otherwise requires, references to sections or annexures of this Policy.
d) Where a word or phrase is defined, other parts of speech and grammatical forms and the cognate variations of that word or phrase will have corresponding meanings
e) Words denoting singular shall include the plural and vice versa, and words denoting any gender shall include all genders unless the context otherwise requires.
f) The terms “hereof”, “herein”, “hereto” and derivative or similar words refer to this entire Policy or specified Sections of this Policy, as the case may be.
g) All references to this Policy shall include any amendments or updates to this Policy, as approved by the Compliance Officer or the designated authority from time to time.
2. PURPOSE
a) This Shipping Policy sets out the terms and conditions governing the processing, handling, dispatch, and delivery of products ordered through the official website of Gullylabs. It aims to provide transparency to customers regarding the Company’s logistical operations, expected delivery timelines, shipping methods, third-party involvement, and the allocation of responsibilities between Gullylabs and its shipping partner.
b) The Policy is intended to establish uniform standards for managing customer expectations, minimizing disputes, and ensuring compliance with the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020, and other applicable legal and contractual obligations. It also outlines the limitations of the Company’s liability in relation to transit-related delays, damage, or loss, and affirms Gullylabs commitment to providing timely support and clarity throughout the post-purchase experience.
c) In the event of any inconsistency between this Policy and other internal or external policies of the Company, the provisions of this Policy shall prevail to the extent of such inconsistency in matters concerning shipping mechanisms.
3. ORDER PROCESSING
a) Order Confirmation and Payment Verification: Upon successful placement of an order on the Company’s website, the Customer shall receive an automated order confirmation email at the registered email address. This confirmation remains subject to verification of payment, product availability, and internal review by the Company. The Company reserves the right to cancel any order where payment verification fails, stock is unavailable, or the order appears suspicious, fraudulent, or otherwise non-compliant with the Company’s policies or applicable terms.
b) Processing Timeline: Orders are typically processed within twenty-four (24) to forty-eight (48) working hours from the time of successful payment verification, excluding Sundays and public holidays observed by the Company as detailed in Annexure A. Processing time refers to the period required for order verification, inventory confirmation, quality checks, packaging, and preparation of the Product for dispatch. This processing period is separate from and in addition to the estimated shipping and delivery timelines set out under this Policy.
c) Order Modifications and Cancellations: Customers may request modifications or cancellations to their order only prior to the order entering the processing stage as determined by the Company’s fulfilment team. Once an order has entered the processing stage, it cannot be modified or cancelled. The Company reserves the right to decline cancellation requests received after processing has commenced.
d) Inventory and Stock Availability: All Products are offered for sale subject to availability. In the event that a Product becomes unavailable after an order has been placed and payment has been successfully processed, the Company shall notify the Customer and initiate a refund in accordance with the Return & Exchange Policy. The Company shall not be liable for any damages or claims arising from such stock unavailability.
e) Fraud and Security Review: All orders are subject to review under the Company’s internal fraud prevention and security protocols. The Company may, at its sole discretion, cancel any order that raises security concerns, involves suspicious or fraudulent activity, or otherwise violates the Company’s policies. In such cases, the Customer shall be notified and the amount paid shall be refunded to the original method of payment in accordance with the Return & Exchange Policy.
f) Pre-Dispatch Communication: Once the order has been successfully processed and dispatched, the Customer will receive a shipping confirmation email containing the shipment tracking number, courier partner details, and a link to monitor delivery status.
4. ORDER MODIFICATION, CANCELLATION, AND PRE-ORDER POLICY
a) Right to Modify or Cancel Orders Prior to Dispatch: Customers are permitted to request modifications or cancellations to their order before the order has entered the processing stage or is dispatched from the Company’s facility. Modification or cancellation requests must be raised promptly by contacting the Company’s customer support team at hello@gullylabs.com, and such requests shall be honored at the sole discretion of the Company, provided the order has not been processed.
b) Restrictions on Cancellation Post-Processing: Once an order has been marked as “processed” and is queued for dispatch, the Company shall not accept any requests for cancellation or modification. This is because the logistics workflow with the third-party shipping aggregator becomes non-reversible at this stage. Customers are therefore advised to verify all order details, including shipping address and product selection, prior to completing the checkout process.
c) Pre-Order Terms and Conditions: Certain products listed on the Company’s platform may be made available on a pre-order basis, clearly marked as such on the product description page. By placing a pre-order, the Customer acknowledges that the item is not currently in stock and will be dispatched only upon arrival at the Company’s facility, as per the estimated timeline indicated at the time of purchase.
d) Cancellation and Refund of Pre-Orders: Once placed, pre-orders cannot be cancelled, modified, or refunded, except in cases where:
(i) The Company is unable to procure or deliver the pre-order item within the estimated availability window; or
(ii) The product is discontinued or otherwise withdrawn by the manufacturer or supplier.
In such cases, the Customer will be notified, and a full refund will be processed to the original method of payment within 7 to 10 business days, or as otherwise required under applicable law.
5. SHIPPING METHODS, DELIVERY TIMELINES, AND COURIER TRACKING
a) Shipping Partner: All orders placed through the Company’s website are shipped through a third-party logistics aggregator engaged by Gullylabs for shipping and last-mile delivery. The said logistics partner may further assign delivery to affiliated courier service providers based on serviceable pin codes, delivery priority, or logistical optimization. While Gullylabs makes commercially reasonable efforts to partner with reliable delivery providers, the Company does not control the internal operations of such courier partners and shall not be responsible for operational delays caused by such delivery partners.
b) Serviceable Locations: Gullylabs offers shipping to locations within India and to select international destinations, subject to the serviceability of its logistics partners. If a delivery location provided by the Customer is found to be unserviceable by the courier partner, the Customer will be notified and the order may be cancelled with a refund issued in accordance with the Return & Exchange Policy.
Note: The estimated delivery timelines specified under this Policy begin only after the order has been processed and dispatched from the Company’s facility and do not include order processing time.
c) Order Processing Time (Separate from Delivery): All orders are subject to a standard processing period of twenty-four (24) to forty-eight (48) working hours from the time of successful payment verification. Processing includes payment confirmation, quality checks, packaging, and preparation of the Product for dispatch. This processing period is separate from the delivery timelines mentioned under this Policy.
d) Estimated Delivery Timelines: Domestic orders within India are typically delivered within three (3) to seven (7) business days from the date of dispatch, depending on the delivery location and courier partner routing. International orders are generally delivered within seven (7) to ten (10) days from the date of dispatch, subject to courier routing, destination country regulations, and customs clearance procedures. Delivery timelines may vary depending on destination, courier operations, customs clearance procedures, and other logistical factors.
e) Courier Tracking and Status Updates: Once the order has been dispatched, the Customer will receive a shipping confirmation email containing (i) the shipment tracking number, (ii) the name of the courier partner, and (iii) a direct link to the shipment tracking page hosted by the shipping partner or its affiliated carrier. Customers are encouraged to monitor the shipment status regularly through the tracking link provided.
f) Non-Guarantee of Delivery Timelines: While the Company makes commercially reasonable efforts to ensure timely delivery of all orders, delivery timelines are estimates only and are not guaranteed. Delays may occur due to circumstances beyond the Company’s reasonable control, including courier partner disruptions, remote delivery locations, public holidays, customs clearance procedures, or other regulatory or operational constraints.
6. SHIPPING CHARGES
a) Domestic Shipping Charges: Shipping charges for domestic orders within India shall be free of charge, unless otherwise specified at checkout or under specific promotional campaigns. Where applicable, any shipping charges will be calculated at checkout based on delivery location, order value, and logistical considerations, and the applicable shipping charge shall be clearly displayed before the Customer proceeds with final payment. However, for orders placed using the Cash on Delivery (COD) payment method, applicable shipping or handling charges may be levied and shall be clearly displayed at checkout prior to completion of the order. Any such charges shall be based on delivery location, order value, and logistical considerations. Cash on Delivery (COD) is not applicable for products bought under the Gully Labs Referral program.
b) International Shipping Charges: For international orders, the Maximum Retail Price (MRP) displayed for the Product shall be inclusive of applicable taxes, customs duties, import duties, and other statutory levies required for cross-border delivery. Accordingly, Customers shall not be required to separately pay customs duties or import taxes upon delivery.
c) However, international shipping charges shall be calculated separately at checkout, based on destination country, package weight, and serviceability determined by the Company’s logistics partner. Once the Customer enters the delivery address during checkout, the applicable international shipping charges will be automatically calculated and displayed prior to completion of payment.
d) Non-Refundable Shipping Charges: Any shipping charges paid at the time of purchase shall be non-refundable except where the return arises due to a verified error on the part of the Company. Without prejudice to the foregoing, shipping charges shall remain non-refundable in the following circumstances:
(i) Orders returned to origin (RTO) due to delivery failure attributable to the Customer;
(ii) Orders refused by the recipient at the time of delivery;
(iii) Orders returned due to incorrect or incomplete delivery address provided by the Customer;
(iv) Orders returned due to the Customer being unavailable to receive the shipment despite delivery attempts by the courier partner;
(v) Orders where delivery delays occur due to courier disruptions, weather conditions, strikes, regulatory checks, or force majeure events.
e) Multiple Orders and Consolidated Shipping: If multiple orders are placed by the same Customer to the same shipping address within a short time frame, Gullylabs may, at its discretion, consolidate such orders into a single shipment for logistical efficiency. In such cases, applicable shipping charges may be adjusted accordingly, where relevant.
f) Shipping Charges Modification: The Company reserves the right to modify or revise shipping charges from time to time based on operational or logistical considerations. However, any such changes shall not apply to orders that have already been placed and confirmed prior to the effective time of such modification.
7. THIRD-PARTY SHIPPING & TRANSIT DISCLAIMER
a) Third-Party Logistics Engagement: Gullylabs partners a third-party logistics aggregator, for the facilitation of shipping and last-mile delivery of customer orders. The said partner may, in turn, engage various independent courier service providers to execute deliveries. Gullylabs’ does not own, control, or operate these logistics providers and acts solely as the dispatching party.
b) Transfer of Risk Post-Dispatch: Once an order has been successfully processed, packaged, and handed over to shipping partner or its affiliated carrier partners, the responsibility for the shipment, including all transit-related risks such as delay, damage, misplacement, or theft, shall pass to the logistics provider. Gullylabs does not assume responsibility for the performance, negligence, or delay on the part of shipping partner or its partners.
c) No Refund or Replacement for Transit Issues: Gullylabs shall not offer any refund, replacement, compensation, or redelivery in cases where:
(i) The product is delayed in transit by the courier;
(ii) The product is damaged during shipping;
(iii) The shipment is marked as delivered by the courier, but the Customer claims non-receipt;
(iv) The package is lost, stolen, or mishandled while in the custody of the courier
d) Customers expressly acknowledge and accept that these are events beyond the control of the Company, and remedies, if any, must be sought directly from the concerned logistics provider.
e) Tracking and Customer Responsibility: Gullylabs shall provide the Customer with a shipment tracking link via email upon dispatch. It is the Customer’s responsibility to monitor the shipment status and escalate any delivery concerns promptly with the carrier. Gullylabs may, on a goodwill basis, assist the Customer in coordinating with shipping partner, but does not guarantee any outcome or assume liability
f) Limitation of Liability: To the fullest extent permitted under applicable law, Gullylabs disclaims any liability for consequential, indirect, or incidental losses arising due to failure or delays in shipping or delivery performed by third-party logistics partners. This disclaimer is a material term of the transaction and is expressly accepted by the Customer at the time of placing the order.
7. FAILED DELIVERY, RETURN TO ORIGIN (RTO), AND LOST OR DAMAGED PACKAGES
a) Delivery Attempts and Failed Delivery: The Company’s logistics partner (including its associated courier agencies), shall make a limited number of delivery attempts at the shipping address provided by the Customer during checkout. If the recipient is unavailable, unreachable, or refuses delivery, or if the address provided is incorrect or incomplete, the package may be marked as “undeliverable” and subsequently returned to the Company’s warehouse (“Return to Origin” or “RTO”).
b) Return to Origin (RTO) Handling: In the event of an RTO, the Customer will be notified via email. The original shipping charges shall remain non-refundable, and any additional charges for re-shipment shall be borne by the Customer. Re-dispatch of an RTO package shall be processed only upon confirmation of a revised address and advance payment of applicable re-shipping charges.
c) Responsibility for Delivery Failures: The Customer is solely responsible for ensuring that the shipping address provided is accurate, complete, and accessible. Gullylabs shall not be held liable for delivery failures due to Customer error, including but not limited to:
(i) Incorrect or incomplete address,
(ii) Refusal to accept delivery,
(iii) Unavailability during delivery window.
d) Lost, Damaged, or Tampered Packages: Once an order is dispatched and handed over to shipping partner or its associated carrier, Gullylabs disclaims all liability for any loss, theft, damage, or tampering of the product during transit. If the package is marked as “delivered” by the courier but the Customer claims non-receipt, an internal grievance redressal mechanism shall be initiated in case the Customer reports non-receipt of the package despite it being marked as “delivered” by the courier. This involves an internal investigation and discussion (including escalation) with the shipping aggregator. If the non-receipt is substantiated through evidence, a refund may be issued. However, if no conclusive evidence is found to support the claim, company shall not be responsible or liable for replacement or refund.
e) Reporting and Support: In the event of a delivery issue, Customers are encouraged to raise the concern directly with the delivery partner using the tracking and complaint mechanism provided in the shipping confirmation email. Gullylabs may assist, on a best-effort basis, by facilitating communication between the Customer and shipping partner but shall not be held responsible for the final resolution or any consequential loss arising from failed or defective delivery.
f) No Liability for Transit Defects: Gullylabs shall not process refunds or replacements for orders impacted by in-transit defects, including delay, tampering, breakage, theft, or misplacement, once the package has been handed over to the courier partner. All such risks are transferred to the logistics provider at the time of dispatch.
8. RETURN SHIPPING RESPONSIBILITY
a) General Return Eligibility: Return requests are accepted only under the Company’s published Return & Exchange Policy, which is separate from and read in conjunction with this Shipping Policy. Returns may be permitted in cases of:
(i) Manufacturing defect or quality issue,
(ii) Incorrect product delivered,
(iii) Eligible size exchange (as per availability).
Return requests for reasons such as change of mind, delay in delivery, or dislike of color/style may not be accepted as stated in the Return & Exchange Policy.
b) Who Bears Return Shipping Charges?
The responsibility for bearing the cost of return shipping shall vary depending on the nature of the return:
|
RETURN SCENARIO |
RETURN SHIPPING RESPONSIBILITY |
|
Product delivered is defective, damaged, or incorrect (domestic orders) |
Company |
|
Return initiated due to internal operational or fulfillment error (including wrong dispatch, duplicate shipment, or quality control issue identified post-dispatch) |
Company |
|
Approved return due to size exchange (domestic orders) |
Company |
|
Product delivered is defective, damaged, or incorrect (international orders) |
Company, subject to verification and approval under the Return & Exchange Policy |
|
Approved size exchange for international orders |
Customer (return shipping to be borne by the Customer unless otherwise approved by the Company) |
|
Order returned to origin (RTO) due to customer unavailability or failure to accept delivery |
Customer (re-shipping charges applicable for re-dispatch) |
|
Return required due to incorrect address provided by the Customer or delivery refusal |
Customer (both original and return shipping charges shall be non-refundable) |
|
Unauthorized return or return initiated without prior approval from the Company |
Customer (Company shall not be responsible for receipt, replacement, refund, or shipping reimbursement) |
c) The Method of Return: For approved returns where the Company bears the shipping cost, the Company shall arrange a reverse pickup through its courier partner, subject to serviceability. In areas where reverse pickup is not available, the Customer may be asked to self-ship the product to the address provided, along with a valid proof of dispatch. Reimbursement for return shipping (if applicable) shall be processed only upon receipt and inspection of the returned item.
d) Condition of Returned Products: All returned products must be:
(i) Unused and in original condition,
(ii) Accompanied by original packaging, tags, and invoice,
(iii) Returned within the timelines prescribed in the Return & Exchange Policy.
The Company reserves the right to reject the return if these conditions are not met, and in such cases, no shipping cost or refund shall be reimbursed.
e) Non-Refundable Shipping Charges: In all cases, original shipping charges paid at the time of purchase shall remain non-refundable, unless the return is a result of a verified error on the part of the Company (e.g., wrong product or manufacturing defect), as set forth in Return & Exchange Policy.
9. ESTIMATED DISPATCH & DELIVERY DISCLAIMER
a) ‘ Dispatch Timeline Disclaimer: Dispatch Timeline Disclaimer: All orders placed on the Company’s website are subject to a standard processing period of twenty-four (24) to forty-eight (48) working hours prior to dispatch. Processing includes order verification, payment confirmation, quality checks, and packaging. The Company endeavours to dispatch all orders within this timeframe; however, processing delays may occasionally occur during high-demand periods, technical issues, or unforeseen operational constraints.
b) Delivery Timeline Estimates: The estimated delivery timeline for domestic shipments within India is approximately three (3) to seven (7) business days from the date of dispatch, while international shipments are typically delivered within seven (7) to ten (10) days from the date of dispatch . These timelines are estimates only and begin after the order has been dispatched from the Company’s facility and do not include order processing time. Delivery timelines may be affected by several factors, including but not limited to:
(i) Location-specific transit durations,
(ii) Courier service disruptions,
(iii) Weather conditions,
(iv) Public holidays or non-working days,
(v) Customs clearance delays (in case of international orders),
(vi) Force majeure events.
a) No Guarantee of Delivery Date: While the Company takes all reasonable efforts to meet the estimated delivery dates, Gullylabs does not guarantee the arrival of any order on a specific date or within a specified timeframe. The actual delivery time may vary depending on factors beyond the Company’s control, particularly as deliveries are fulfilled by third-party logistics partners.
b) No Compensation for Delay: The Company shall not be liable for any direct or indirect loss, inconvenience, or damages resulting from delays in delivery, irrespective of the nature or cause of the delay. No compensation, discount, refund, or return shall be provided solely on the grounds of late delivery.
c) Customer Responsibility to Track: Customers are expected to use the shipment tracking link provided via email at the time of dispatch to monitor their order status. In case of any substantial delay observed post-dispatch, customers should promptly escalate the issue with the logistics partner or notify the Company’s support team for coordination assistance.
10. FORCE MAJEURE
a) The Company shall not be held liable for any delay, failure, or disruption in order processing, dispatch, shipping, or delivery of products that arises due to events beyond its reasonable control (“Force Majeure Events”). Such events include, but are not limited to, natural disasters (such as floods, earthquakes, or cyclones), acts of God, fire, war, terrorism, civil unrest, national emergencies, governmental actions or regulations, labor strikes, pandemics, public health emergencies, courier service disruptions, transportation blockades, cyber-attacks, and failures or delays on the part of third-party service providers, including shipping partner or its affiliates.
b) During the occurrence of a Force Majeure Event, the Company’s obligations under this Policy shall be deemed suspended for the duration of the event, and the estimated timelines for dispatch or delivery may be extended without penalty. The Company will make commercially reasonable efforts to inform affected Customers of such delays and resume operations as soon as the situation permits. In such cases, the Company shall not be liable to offer any refund, compensation, penalty, or damages for non-performance or delay resulting from a force majeure event.
11. PUBLIC HOLIDAYS OBSERVED
a) The Company observes the public holidays listed in Annexure A during which order processing, dispatch, and customer service may be unavailable. Orders placed immediately before or during these holidays may experience delays in processing or shipping.
12. CUSTOMER SUPPORT & CONTACT INFORMATION
a) For any queries, concerns, or assistance related to shipping, tracking, delivery, or logistics, customers may reach out to the Company’s support team during the following business hours:
Customer Support Email: hello@gullylabs.com
Business Hours: Monday to Friday, 10:00 AM – 6:00 PM IST
Closed on: Weekends and public holidays listed under Annexure A.
All inquiries will be addressed in the order received, and the Company endeavors to respond within 2 business days.
13. GRIEVANCE REDRESSAL MECHANISM
a) The Company is committed to addressing and resolving customer concerns in a transparent, fair, and time-bound manner. In accordance with Rule 5(3) of the Consumer Protection (E-Commerce) Rules, 2020, Gullylabs has appointed a Grievance Officer to handle complaints related to shipping, delivery, logistics failures, and other issues arising under this Shipping Policy.
b) Customers who have unresolved concerns related to:
(i) Delayed or failed deliveries,
(ii) Shipping defects,
(iii) Courier non-cooperation,
(iv) Issues with order tracking,
(v) Non-receipt of goods marked as “delivered” by the courier,
(vi) Breach of obligations under this Shipping Policy,
may escalate their grievance to the Grievance Officer at the contact details provided below
Grievance Officer Details:
Name: Hardik Verma
Designation: Grievance Redressal Officer
Email: Legal@gullylabs.com
Working Hours: Monday to Friday, 10:00 AM to 6:00 PM IST (excluding public holidays)
c) Upon receipt of a complaint, the Grievance Officer shall:
(i) Acknowledge the complaint within 48 hours of receipt,
(ii) Endeavour to resolve the complaint within one month from the date of receipt.
d) All complaints must be made in writing and must include the order number, registered email address, contact number, nature of grievance, and any supporting documentation or screenshots where applicable. Complaints made via unofficial channels (such as social media comments or private DMs) shall not be considered formal grievances unless subsequently submitted via the designated email address.
e) The Grievance Officer’s role is to ensure that every complaint is evaluated fairly and that appropriate action is taken in accordance with this Shipping Policy, applicable laws, and the Company’s internal protocols.
14. GOVERNING LAW & JURISDICTION
This Shipping Policy shall be governed by and construed in accordance with the laws of India, without reference to conflict of laws principles. Any disputes arising out of or in connection with this Policy shall be subject to the exclusive jurisdiction of the courts located in [New Delhi], India.
15. REVIEW AND AMENDMENTS
The Company reserves the right to amend, modify, or update this Shipping Policy at any time, without prior notice, in order to reflect changes in legal requirements, business practices, or logistics processes. Any such changes shall be effective immediately upon being published on the Company’s official website. Customers are encouraged to review this Policy periodically to remain informed of its current terms. Continued use of the website or placing orders after changes are posted shall be deemed acceptance of the revised Policy.
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NOWTHEREFORE, by placing an order through the Company’s website, the Customer acknowledges and agrees to be bound by the terms set forth in this Shipping Policy. If the Customer does not agree with any part of this Policy, they are advised not to proceed with the transaction. Use of the Company’s website or any associated purchase shall constitute deemed acceptance of this Shipping Policy, as amended from time to time.
ANNEXURE A
PUBLIC HOLIDAYS
A. New Year’s Day
B. Lohri
C. Makar Sankranti
D. Republic Day
E. Basant Panchami
F. Mahashivratri
G. Holi
H. Id-ul-Fitr
I. Ram Navmi
J. Vaisakhi
K. Mahavir Jayanti
L. Good Friday
M. Buddha Purnima
N. Raksha Bandhan
O. Independence Day
P. Janmashtami
Q. Ganesh Chaturthi
R. Gandhi Jayanti
S. Dussehra
T. Diwali
U. Guru Nanak Jayanti
V. Christmas Eve
W. Christmas Day
X. New Year’s Eve