Effective Date: June 30, 2025

1. Introduction

Welcome to XYZ Pe Fintech Private Limited ("XYZ Pe", "we", "us", or "our"). This Shipping and Delivery Policy outlines the terms and conditions related to the shipping and delivery of products purchased from our e-commerce platform (website, mobile application, and any other digital interface, collectively, the "Platform").

We are committed to delivering your orders efficiently and ensuring a smooth shopping experience. This Policy is an integral part of our Terms of Use and should be read in conjunction with our Return & Refund Policy and Privacy Policy.

Our Office Address: WeWork DLF Forum, DLF Cyber City, Phase III, Gurugram, Haryana 122002, India.

2. Order Processing Time

• Standard Processing: All orders placed on our Platform are typically processed and dispatched from our warehouse within 2-5 business days (Monday to Friday, excluding public holidays).
• Order Cut-off Time: Orders placed after 3 PM IST on a business day, or on weekends/public holidays, will be processed on the next business day.
• High Volume/Sale Periods: During peak seasons, sales events, or unforeseen circumstances (e.g., natural calamities, public unrest), processing times may be extended. We will endeavor to communicate any significant delays on our Platform or via email.

3. Shipping Methods and Delivery Timelines

We partner with reputable logistics service providers to ensure the reliable delivery of your orders across India. The estimated delivery timelines vary based on your shipping address and the type of product

3.1. Standard Shipping:

• Estimated Delivery Time:
  • Within Gurugram & Delhi NCR: 2-3 business days after dispatch.
  • Other Metro Cities (e.g., Mumbai, Bangalore, Chennai, Kolkata): 3-5 business days after dispatch.
  • Tier 2 & Tier 3 Cities / Other Locations: 5-10 business days after dispatch.
  • Remote or Difficult-to-Access Locations: Delivery to certain remote areas may take longer than the estimated timelines. We will notify you if your location falls into this category.
• Cost: Standard shipping charges, if applicable, will be displayed at checkout based on your order value, product weight/dimensions, and delivery location. We may offer free standard shipping for orders above a certain value, which will be clearly indicated on the Platform

3.2. Express/Expedited Shipping (if available for your location/product):

• Availability: This option may be available for select products and pin codes in major cities. Availability and cost will be displayed at checkout.
• Estimated Delivery Time: Typically 1-3 business days after dispatch.
• Cost: Express shipping incurs additional charges, which will be calculated and shown at checkout.

3.3 Cash on Delivery (COD):

• Availability: COD services are available for select pin codes and order values. This option will be shown at checkout if eligible.
• COD Charges: A nominal COD convenience fee may apply, which will be clearly indicated at checkout.
• Delivery: COD orders follow the standard shipping timelines. Please ensure you have the exact cash ready at the time of delivery. Our delivery partners are usually unable to provide change.

4. Shipping Charges

• Shipping charges are calculated based on the product's weight, dimensions, your delivery address, and the chosen shipping method.
• The exact shipping cost for your order will be clearly displayed during the checkout process before you make the final payment.
• Any promotional offers for free shipping will be highlighted on the Platform.

5. Order Tracking

• Once your order is dispatched, you will receive an email/SMS notification containing a tracking number and a link to the courier partner's website.
• You can track the live status of your shipment using this tracking number on the respective courier partner's website or directly through the "My Orders" section on our Platform.
• Please allow up to 24 hours for the tracking information to be updated after dispatch.

6. Delivery Attempts & Failed Delivery

• Our logistics partners will typically make two to three attempts to deliver your order.
• If the delivery is unsuccessful after multiple attempts due to reasons attributable to you (e.g., incorrect address, recipient unavailable, refusal to accept delivery), the package may be returned to our warehouse.
• In such cases, we may contact you to arrange re-delivery, which may incur additional shipping charges. If re-delivery is not possible or the charges are not paid, a refund (minus shipping costs and a re-stocking fee, if applicable) may be processed as per our Return & Refund Policy.

7. Damaged, Lost, or Missing Orders

• Damaged in Transit: If you receive a package that appears to be tampered with or damaged, please do not accept the delivery. Take photographs of the damaged packaging and product (if visible) and immediately contact our customer support.
• Lost Shipments: In the rare event that your order is lost in transit, please contact our customer support. We will initiate an investigation with our logistics partner. Upon confirmation of the loss, we will either dispatch a replacement order (subject to availability) or process a full refund.
• Missing Items: If your order arrives with missing items, please report it to our customer support within 24 hours of delivery, providing your order details and photos of the received package and its contents.

8. Important Considerations

• Shipping Address: Please ensure that your shipping address, including pincode and contact number, is accurate and complete to avoid delivery delays. We are not responsible for delays or non-delivery due to incorrect or incomplete address details provided by you.
• Delivery to Remote Areas: For certain remote locations, delivery may take longer, or specific services might not be available. We will inform you during the checkout process or shortly after order placement if such limitations apply.
• Force Majeure: We shall not be liable for any delay or failure in delivery due to circumstances beyond our reasonable control, including but not limited to, natural disasters (floods, earthquakes), war, acts of terrorism, public unrest, epidemics/pandemics, strikes, lockouts, governmental orders, or failures of our logistics partners due to such events.
• Product Specific Delivery: Some products (e.g., fragile, large, or high-value items) may have specific delivery requirements or different timelines, which will be clearly indicated on the product page.
• Country of Origin: As per Consumer Protection (E-commerce) Rules, 2020, the Country of Origin for each product will be displayed on its respective product page.

9. Changes to this Policy

XYZ Pe Fintech Private Limited reserves the right to modify, amend, or update this Shipping and Delivery Policy at any time, without prior notice. Any changes will be effective immediately upon posting the updated Policy on our Platform. Your continued use of our services after any such changes constitutes your acceptance of the new Policy.

10. Grievance Redressal and Contact Information

For any questions, concerns, or assistance regarding our shipping and delivery processes, please contact our customer support:

• Email: info@xyzpe.in
• Phone: +91 9549440077
• In-App Help: Access the "Help" or "Support" section directly within the XYZ Pe ECommerce mobile application.

You may also escalate your concern to our designated Grievance Officer:

Grievance Officer,
XYZ Pe Fintech Private Limited
Name: Hritik Parihar
Email: info@xyzpe.in
Contact Number: +91 9549440077

11. Governing Law and Jurisdiction

This Shipping and Delivery Policy shall be governed by and construed in accordance with the laws of India. Any dispute or claim arising out of or in connection with this Policy shall be subject to the exclusive jurisdiction of the competent courts in Jodhpur, Rajasthan, India.

Key Considerations and Action Points for XYZ Pe ECommerce Private Limited:

1. Transparency is Key: The Consumer Protection (E-commerce) Rules, 2020, heavily emphasize transparency. Ensure all information (delivery timelines, costs, tracking, etc.) is clear, accurate, and easily accessible to the customer before they make a purchase.
2. Actual Timelines: The estimated delivery times (e.g., "2-3 business days") should be realistic and achievable for your specific operations and logistics partners. Over-promising and under-delivering is a major cause of customer dissatisfaction.
3. Logistics Partner Integration: Integrate with reliable courier aggregators (like Ship rocket, Delivery, Xpress bees, etc.) or direct courier partners. Your policy should reflect the general service levels you can achieve through them.
4. "Business Days" Definition: While implied, if your "business days" differ from standard Monday-Friday, clearly define them.
5. Pin code Serviceability: Implement a pin code check at checkout so customers know if you deliver to their location and what the estimated delivery time is for their specific pin code.
6. Packaging: Consider adding a small section about how you package products, especially fragile items, to reassure customers about product safety during transit.
7. Proof of Delivery: Internally, ensure your logistics partners capture clear proof of delivery (signature, photo) for dispute resolution.
8. Communication: Implement automated email/SMS notifications for order confirmation, dispatch, transit updates, and delivery.
9. Link to Other Policies: Crucially, link this policy to your Return & Refund Policy, Privacy Policy, and Terms of Use as they are interconnected.
10. Internal SOPs: Develop detailed internal Standard Operating Procedures (SOPs) for your team for order processing, packaging, dispatch, handling delivery issues, and customer communication, aligning with this public policy.
11. Legal Review: As with any policy, it's highly recommended to have this reviewed by a legal professional in India to ensure it is fully compliant with all current and upcoming e-commerce, consumer protection, and data privacy regulations.