DELIVERY AND SHIPPING POLICY
1.2 This delivery and shipping policy (“Policy”), together with the Terms sets out our policies and procedures towards delivery and shipping of Products purchased on the Freshclub Platform.
1.3 We provide shipping and delivery of our Products in Hyderabad-west region. 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 the Freshclub Platform. We make all commercially reasonable endeavours to ensure that the Products are delivered to you in a timely fashion.
1.4 By agreeing to use the Freshclub Platform and/ or purchasing a Product on the Freshclub Platform, you agree to be bound by the terms of this Policy without modification. We encourage you to read and understand the terms of this Policy every time you visit the Freshclub Platform. If you do not agree to the terms contained in this Policy, you are advised not to use, access or transact on the Freshclub Platform.
2. TERMS OF SHIPPING AND DELIVERY
2.1 We partner with third party logistic service providers in order to effectuate Product shipping and delivery to you (“Logistic Partners”). We shall provide the details of the Logistic Partner which will be responsible for processing the shipping and delivery of any Product(s) purchased by you on the Freshclub Platform at the time such Product is processed and successfully handed over to the Logistic Partner by us. We will endeavour to deliver the Product within our standard dispatch time period communicated to you from the time order of the Product placed by you on the Freshclub Platform. However, we do not guarantee the exact delivery time within which you may receive the Products. The actual delivery time may vary on a case to case basis due to certain factors including delivery partner/rider availability, customer demand, traffic, and weather or a force majeure event. The express delivery option may be availed for the orders placed till 7:00PM and depending on availability of delivery slots. For orders placed after 7:00PM, the delivery shall be attempted at the next earliest delivery slot available. In any case the user will be provided with an estimated timeline for the delivery of the Product purchased from the Freshclub Platform. 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 Logistic Partners, we reserve the right to ship and deliver the Products on our own without engaging any Logistic Partners or third party service providers.
2.2 You agree and understand that though we endeavour to ship and deliver our Products across Hyderabad-west, 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 Logistic Partners do not provide shipping and delivery services in such unserviceable areas and may not process your orders on the Freshclub Platform 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 Freshclub Platform. You may also verify whether an area is unserviceable for deliveries by us by entering the relevant area pin-code on the Freshclub Platform.
2.3 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 Freshclub Platform 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.
2.4 We will attempt to deliver the purchased Product to your designated address within the estimated timeline to the best effort basis of delivery notified to you. In the event you are not available or present to accept the delivery of the Product, our Logistic Partners will make a maximum of two (2) attempts to deliver the purchased Product(s) to you. If the second 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.
2.5 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) Logistical issues beyond our control;
(b) Unsuitable weather conditions;
(c) Political disruptions, strikes, employee-lockouts, etc.;
(d) Acts of God such as floods, earthquakes, etc.;
(e) Other unforeseeable circumstances.
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 on the Freshclub Platform. 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.
2.6 We endeavour to engage Logistic Partners, employees, agents with the highest regard for ethics and integrity; and 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 Logistic Partner or their employees, agents, or personnel including deficiency in service, wrong delivery of Product, time taken to deliver the Product, Product package tampering, 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 Logistic Partners is beyond our control and any issue arising between you and our delivery executive or an employee, agent, personnel of the Logistic Partner 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.
2.7 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. You agree that we are authorized to collect, on behalf of the Logistic Partner, the shipping and delivery fees for the delivery service provided by the Logistic Partner. 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.
2.8 Return of purchased Products are facilitated through our reverse-Logistics Partners. On receipt of request for return of Product on the Freshclub Platform 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 and exchanges of purchased Products in accordance with our Cancellation, Return and Refund Policy.
3. 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: