DELIVERY AND SHIPPING
POLICY
1. GENERAL
1.1. Ondoorfresh Export India Limited, having
its registered office at 1rd Floor, 1/219 VibhavKhandGomti Nagar LucknowUtaar
Pradesh, India (“ OndoorMart”,
“we”, “us” or “our”) is managing and operating the mobile application/website
and tablet applications available at Ondoormart.in (collectively
referred to as the “OndoorMart”, or “Website” or “App”),
which inter alia facilitate the sale and purchase of products and services
listed and sold (“Products”) on the Website. The term (“User” or
“Users” or “you” or “ your”) means any individual
which uses, accesses or browses the Website and/or purchases the Products.
1.2. The ‘Terms and Conditions’ published
on OndoorMart shall be read by reference here. This ‘Shipping and Delivery
Policy’ (“Policy”), together with the ‘Terms and Conditions’ and
other polices on the Website sets out our policies and procedures towards
delivery and shipping of Products purchased via the OndoorMart.
1.3. We provide shipping and delivery of
our Products all over India. We aim to provide the best customer experience for
you by tying-up and partnering with leading logistics service providers to
handle your order in the best possible way and to ensure that you have a
hassle-free experience in receiving the Product that you have ordered from
OndoorMart. We make all commercially reasonable endeavours to ensure that the
Products are delivered to you in a timely fashion.
2. APPLICABILITY OF POLICY
2.1. By using OndoorMart and/or initiating
a request for purchase of Products on the Website, you agree to be bound by the
terms contained in this Policy. If you do not agree to the terms contained in
this Policy, you are advised not to transact on OndoorMart. Please note that,
we may from time to time change the terms of the Policy. Every time you wish to
use OndoorMart, please check the Policy to ensure you understand the terms and
conditions that apply at that time.
3. TERMS OF SHIPPING AND DELIVERY
3.1. We partner with third party logistics
service providers in order to effectuate Product shipping and delivery to you
(“Logistics Partners”). We shall provide the details of the Logistics
Partner who will be responsible for processing the shipping and delivery of any
Product(s) purchased by you on the Website at the time such Product is
processed and successfully handed over to the Logistics Partner by us. The
Products are usually dispatched within 2 to 4 days of receiving the Order on
OndoorMart. In any case, the User will be provided with an estimated timeline
for the delivery of the Product purchased from OndoorMart. This estimated
timeline shall be notified to the user on the order confirmation page displayed
at the time the order is confirmed by us. We will also share details about your
orders pursuant to their dispatch on the e-mail ID and/or mobile number provided
by you/ registered with us. You agree and understand that though we effectuate
Product delivery to the Users through our Logistics Partners, we reserve the
right to ship and deliver the Products on our own without engaging any
Logistics Partners or third party service providers. You agree and understand
that though we endeavour to ship and deliver our Products all across India, we
may, in our sole discretion determine a select list of areas which are
unserviceable for delivery of Products, from time to time. We or our Logistics
Partners do not provide shipping and delivery services in such unserviceable
areas and may not process your orders on the Website in such cases. In the
event an area has been deemed unserviceable by us, we shall notify such user at
the time of placing an order for purchase of Products on the Website. You may
also verify whether an area is unserviceable for deliveries by us by entering
the relevant area pin-code on OndoorMart.
3.2. You agree and acknowledge that to
effectuate timely delivery of the purchased Products to you we may inquire or
collect specific information like your name, shipping address, billing address,
landmarks, contact details, etc. You shall ensure that all information that is
submitted by you to us on the Website is true, complete, accurate and
sufficient to identify the actual place of delivery. You understand that you
shall bear absolute liability in case of any failure by us in delivering the
purchased Products due to your failure to provide correct, complete, sufficient
and accurate information at the time of placing the order. It is further
clarified that we shall not be liable in any manner and at any point in time
due to your failure to provide correct and complete information to enable us to
execute a successful delivery of the Products.
3.3. We will attempt to deliver the
purchased Product to your designated address within the estimated timeline of
delivery notified to you. In the event you are not available or present to
accept the delivery of the Product, our Logistics Partners will make a maximum
of three (3) attempts to deliver the purchased Product(s) to you. If the third
delivery attempt is unsuccessful and you continue to remain unavailable, we
reserve the right to cancel the order of the purchased Products at our sole
discretion and the Product will be sent back to its original source. We further
reserve the right to deduct the shipping and delivery charges borne by us while
processing any refunds subsequent to such cancellation.
3.4. While we make reasonable endeavours
in ensuring that purchased Products are delivered to you in a timely manner and
within the timeline notified to you, you accept and acknowledge that the
delivery may be delayed on account of:
(a) Logistics issues beyond our control;
(b) Unsuitable weather conditions;
(c) Political disruptions, strikes,
employee-lockouts, etc.;
(d) Acts of God such as floods,
earthquakes, etc.; and
(e) Other unforeseeable circumstances.
3.5. In such events of delay, we shall
make reasonable attempt to inform you by writing to your email ID and/or mobile
number registered with us. We disclaim all liabilities that may arise on
account of our failure to inform or notify you of delays in the delivery of
purchased Products. Further, we shall be under no obligation to compensate you
for any claim that may otherwise arise on account of delay in the shipment or
delivery or use of the purchased Products.
3.6. We endeavour to engage Logistics
Partners, employees, agents with highest regard for ethics and integrity; and
who behave in a fashion that exudes thorough professionalism, competence and
good mannerism. You agree and acknowledge that the actions, inactions of
delivery individuals are not in our control, and it is not possible for us to
monitor and observe each delivery executive. Since we are merely facilitating
delivery of a Product purchased by you, we shall not be liable for any acts or
omissions on part of our delivery agents, employees, or personnel and/ or the
Logistics Partners or their employees, agents, or personnel including
deficiency in service, wrong delivery of Product, time taken to deliver the
Product, Product package tampering, misconduct etc. For the sake of abundant
clarity, it is stated that any ill-mannerism, impoliteness, discourtesy or offensiveness
shown by our delivery executives or the employees, agents, personnel of the
Logistics Partners is beyond our control and any issue arising between you and
our delivery executive or an employee, agent, personnel of the Logistics
Partners will have to be resolved by you, independently. You agree and
acknowledge that you will not hold us responsible or require us to settle,
mediate or resolve any disputes between you and the delivery personnel
delivering the Products to you.
3.7. Once you place an order on OndoorMart,
we process such order and hand over the purchased Product to our Logistics
Partner. The User will receive a unique tracking identity number once the
purchased Product is handed over to the Logistics Partner, which will enable
the User in tracking the status of delivery of the purchased Products. The User
may use the tracking identity number on the Website or the website and/or the
mobile application of the Logistics Partner to check the status and location of
the purchased Product and its estimated time of delivery. Our operations and
service teams coordinate with the Logistics Partners to ensure that the
Products are delivered to you at the earliest and make all reasonable efforts
in ensuring that the Logistics Partners update the tracking status of the
purchased Products on a real time basis. It is clarified that we engage third
party service providers to effectuate deliveries of the Products and hence, we
do not guarantee the accuracy or correctness of the tracking status and the status
may be subject to inconsistencies arising out of time-lags in updating the
information and/ or other technical difficulties which are not in our control.
3.8. We reserve the right to charge or
collect shipping fees on Products from time to time. Shipping charges may vary
based on the value of the Product, type of Product, area of delivery, payment
mechanism, etc. In the event we charge a shipping fees for the delivery of a
purchased Product, such shipping fees will not be refunded by us pursuant to
any return request raised by you. However, we may make exceptions and refund
the shipping fees in the event a defected, damaged, deficient or incorrect
Product (for reasons attributable to, and accepted by us after due verification
in our sole discretion) has been delivered. You acknowledge and accept that the
title and risk of all Products ordered by you shall pass on to you upon the
delivery of the purchased Products to you. You agree that the Logistics
Partners are authorized to collect cash on our behalf for ‘cash on delivery’
orders and shall be governed by the Fees and Payment Policy.
3.9. Return of purchased Products are
facilitated through our reverse-Logistics Partners. On receipt of request for
return of Product on OndoorMart and the same being duly acknowledged by us, our
reverse-Logistics Partners shall get in touch with you in order to collect the
purchased Products from you. We process returns of purchased Products in
accordance with our Cancellation, Return andRefund Policy .
4. CUSTOMER SUPPORT
Any queries or concerns relating to the
shipping and delivery of Products as per this Policy may be directed by you to
our customer support team who can be contacted at the below mentioned details:
Contact
Details:
Customer Support Email – cs@Ondoormart.in
Toll Free Number – 1800
889-1090,
Timings – 9:00AM to 6:00PM