Shipping & Delivery Policy

SHIPPING & DELIVERY POLICY

1. GENERAL

1.1

We strive to deliver products purchased from Veganic Mart in excellent condition and in the fastest time possible. We provide free standard delivery across India on orders placed through our website, subject to product and serviceability availability.

For customers in Delhi/NCR, we also offer same-day delivery and 2-day delivery on eligible products and serviceable PIN codes. The availability of same-day or 2-day delivery may depend on the delivery location, product availability, order placement time, and other operational factors.

For orders placed from outside India, international shipping charges and any applicable customs duties, import taxes, clearance charges, or other charges are applicable. Such charges may vary depending on the destination country and are generally payable by the customer.

1.2

Products will be shipped to an address designated by you, if applicable, so long as such address is complete and serviceable. All transactions are made pursuant to a shipping contract, and, as a result, risk of loss and title for Products pass to you upon delivery of the Products to the carrier.

1.3

We take no responsibility for goods signed for or accepted by an alternative person other than the person ordering the product at the address indicated at the time of the order.

Since the transactions are authorised by the card holder/customer, we do not take responsibility for incorrect, incomplete, or inaccurate addresses provided at the time of placing the order.

The delivery will NOT be redirected or redelivered to any other address after dispatch or attempted delivery, except where specifically permitted by Veganic Mart and the applicable courier partner. Any additional charges, where applicable, shall be borne by the customer.

1.4

The selected product will be delivered only to locations and PIN codes where the product and delivery service are shown as available/serviceable on the Veganic Mart website.

Serviceability may vary depending on the product, delivery location, courier availability, and other operational factors.

1.5

Veganic Mart shall not be held responsible for damage to products caused after successful delivery or for damage resulting from improper handling, storage, or use of the product after delivery.

For any parcel that appears damaged, tampered with, leaking, or otherwise compromised at the time of delivery, please follow the procedure specified under “Damage of Parcel” below.

1.6

If an order is cancelled by Veganic Mart, lost in transit, or remains undelivered to your preferred/serviceable location, we will refund the complete order amount, including any shipping charges paid online, where applicable.

For international orders, refunds, if applicable, may be subject to the terms of the relevant payment method, courier, customs authorities, and any non-refundable charges already incurred.

1.7

If you return an order delivered to you, any applicable shipping charges associated with the original delivery may not be refunded, unless otherwise required under applicable law or expressly agreed by Veganic Mart.

For accounts whose return behaviour violates our Fair Usage Policy, Veganic Mart reserves the right to impose additional delivery charges or restrict certain delivery/payment options as described below.

2. FAIR USAGE POLICY

2.1

We always strive to provide the best possible experience to our customers. However, we have noticed that a few accounts may abuse liberal return and delivery policies. These accounts typically return a very high percentage of the items purchased or repeatedly choose not to accept shipments after placing orders.

Such behaviour affects our ability to provide efficient services to our regular customers.

To protect the rights of our customers and ensure fair use of our delivery services, we reserve the right to:

  • Charge a delivery/shipping fee of up to ₹149 per order for accounts with an unusually high percentage of returns, refused deliveries, or undelivered shipments in relation to the value or number of orders placed;
  • Disable the Cash on Delivery (COD) option for such accounts;
  • Restrict or suspend certain delivery or payment options where necessary; and
  • Take other reasonable measures to prevent misuse of our delivery and return policies.

Any such restrictions or charges will be applied based on the customer’s order and delivery history and at the discretion of Veganic Mart, subject to applicable law.

2.2

Please tap on the “Orders” section under the account menu of the website to check your order status, shipment status, and other available order information.

3. DELIVERY TO PIN CODE

You can find out if Veganic Mart delivers to your PIN code using the courier serviceability tool available on the cart page.

Please tap on “Calculate Shipping” and enter your area PIN code in the respective field to get the required information regarding standard shipping and its availability.

The PIN codes serviced by us are frequently updated. Therefore, if we do not deliver to your PIN code today, please come back and check again at a later date to see whether serviceability has been added.

Delivery serviceability may also vary by product and delivery method.

4. DELIVERY

All orders placed on Veganic Mart are dispatched through our courier and logistics partners, which may include Blue Dart, Delhivery, Lalamove, DHL, WeFast, SpotOn, and other logistics providers depending on the destination, product, shipment type, and availability.

A tracking number/AWB number is provided as soon as the parcel is dispatched, wherever tracking is available. Customers can use the tracking information to receive updates regarding the location of the parcel and the estimated delivery date and time.

Updates may be provided through e-mail, SMS, WhatsApp, or other communication channels, depending on the information provided by the customer and the services supported by the courier partner.

4.1 Delhi/NCR Delivery

For eligible products and serviceable Delhi/NCR PIN codes, Veganic Mart may offer:

  • Same-day delivery, where available; and
  • 2-day delivery, where available.

Same-day and 2-day delivery timelines are indicative and may depend on the order placement time, product availability, warehouse location, PIN-code serviceability, courier capacity, traffic, weather, public holidays, unforeseen operational circumstances, and other factors beyond our reasonable control.

The applicable delivery option, where available, will be displayed or communicated during the ordering process.

4.2 Delivery Across India

We provide free standard delivery across India to serviceable PIN codes.

Delivery timelines may vary depending on the destination, product availability, courier serviceability, and other operational factors. The estimated delivery date displayed at checkout or communicated after dispatch should be treated as an estimated timeline and not an absolute guarantee.

5. CHANGE OF ADDRESS FOR DELIVERY

You can request a change to your shipping address before the order has been shipped by getting in touch with our customer care representatives.

A change of address may only be possible if the order has not yet been processed or handed over to the courier partner.

Extra charges, if applicable, shall be levied for any approved address change.

Once an order has been dispatched, the shipping address generally cannot be changed. The order will be delivered to the address provided at the time of placing the order, subject to courier serviceability and delivery procedures.

6. DAMAGE OF PARCEL

Kindly reach out to us for any pilferage, leakage, tampering, missing items, or visible damage to the parcel/product within Forty Eight (48) hours of delivery, failing which the claim may not be entertained.

For cases involving apparent pilferage or leakage, customers are requested to raise the claim on the same day of delivery, wherever possible.

Whilst we investigate the matter, you are requested to please take note of the following:

  • Please do not use the item for which the claim is being raised.
  • You may be required to furnish information such as a short description of the case. A few questions may be asked to help us understand and investigate the scenario.
  • Please provide clear snapshots/photos of the parcel, product packaging, shipping label, and other boxes or packaging material, if any.
  • Try to cover all sides of the parcel, particularly areas that appear tampered with, damaged, opened, wet, leaking, or otherwise compromised.
  • Please retain the original packaging, boxes, labels, and other packing material for 3–4 days after delivery, as we may need to arrange a pickup of the packaging for investigation.
  • Do not dispose of the packaging until the claim/investigation has been completed or until Veganic Mart confirms that it is no longer required.

The refund for prepaid or Cash on Delivery orders, where applicable, will be processed after the investigation and verification of the claim.

You may not be liable for a refund if the claim cannot be substantiated or if any of the following circumstances apply:

  • Failure to provide adequate information about the case;
  • Failure to provide clear and sufficient photographs/snapshots of the parcel and packaging;
  • Failure to raise a claim within the specified period;
  • In the case of a pilferage/leakage delivery, failure to report the issue on the same day of delivery;
  • Disposal of the original packaging before the investigation is completed, where the packaging is required for verification;
  • Evidence indicates that the product was damaged after delivery or due to improper storage, handling, or use; or
  • Any other circumstances where the claim is not supported by sufficient evidence.

All claims will be reviewed on a case-by-case basis.

7. INTERNATIONAL SHIPPING

7.1

Veganic Mart delivers selected products outside India, subject to product availability, destination-country regulations, courier serviceability, and applicable import/export restrictions.

International shipping is not covered under free domestic delivery. Customers placing orders from outside India will be responsible for applicable international shipping charges, in addition to any customs duties, import taxes, clearance fees, or other charges imposed by the destination country.

7.2

International orders are shipped from our warehouses across India to the shipping address provided by the customer through international courier/logistics partners, which may include DHL, FedEx, Aramex, or other suitable international shipping providers.

The availability of an international shipping option may vary depending on the destination country, PIN/ZIP code, product category, product restrictions, courier availability, and other applicable conditions.

7.3 Customs, Import Duties and Taxes

Due to the nature of international shipping, a customer may be required to pay additional import duties, customs duties, taxes, VAT/GST, clearance charges, brokerage charges, or other fees when a shipment reaches the destination country.

The applicable charges vary from country to country and may depend on factors including the nature and value of the products, local customs regulations, applicable tax rates, and the classification of the goods.

Veganic Mart is unable to accurately determine in advance whether customs duties or other import charges will be imposed or the exact amount that may be payable.

Where additional customs duties, import taxes, or other charges are assessed by the destination country’s authorities, the customer will be responsible for paying such charges.

7.4

To make the international shopping experience as seamless as possible, Veganic Mart may arrange for the courier partner to assist with customs clearance and delivery, where such services are available.

If the courier partner, customs authority, or other local authority presents you with an invoice or payment request for import duties, taxes, customs clearance charges, brokerage fees, or other applicable charges, you will be required to pay such charges directly to the relevant courier, customs authority, or service provider.

7.5

Veganic Mart is not responsible for delays caused by customs clearance, import restrictions, inspection by customs authorities, local regulatory requirements, incomplete documentation, or other circumstances beyond our reasonable control.

If a shipment is held, delayed, returned, or refused by customs or the destination-country authorities because of local import restrictions, prohibited products, unpaid duties/taxes, incorrect documentation, or other customer-related reasons, any resulting charges or losses may be borne by the customer, subject to applicable law.

7.6

Customers placing international orders are responsible for ensuring that the ordered products are permitted to be imported into their destination country and comply with applicable local laws, regulations, food/product restrictions, and customs requirements.

Veganic Mart does not guarantee that every product available on our website can be imported into every country.

8. DELIVERY TIMELINES AND UNFORESEEN DELAYS

While we make every reasonable effort to deliver your order within the estimated delivery timeline, delivery dates are estimates and may be affected by circumstances beyond our reasonable control.

These may include, but are not limited to:

  • Severe weather conditions;
  • Natural disasters;
  • Traffic or transportation disruptions;
  • Strikes or labour disruptions;
  • Public holidays;
  • Government restrictions;
  • Customs clearance and inspections;
  • Courier/logistics disruptions;
  • Incorrect or incomplete delivery addresses;
  • Unserviceable PIN codes;
  • Product availability issues; or
  • Other unforeseen operational circumstances.

In such cases, Veganic Mart will make reasonable efforts to facilitate delivery and provide available shipment updates.

9. DELIVERY ATTEMPTS AND UNDELIVERED ORDERS

Customers are responsible for providing a complete and accurate shipping address, PIN code, mobile number, and other information required for successful delivery.

If delivery cannot be completed because of an incorrect or incomplete address, unavailability of the recipient, refusal to accept the shipment, failure to respond to the courier, or other customer-related reasons, the shipment may be returned to Veganic Mart.

For such orders, any applicable shipping, return-to-origin, or other logistics charges may be recovered from the customer where permitted by applicable law and the applicable order terms.

Where an order is returned to Veganic Mart due to reasons beyond our control, any refund will be processed in accordance with our applicable cancellation, return, and refund policy.

10. ORDER TRACKING

Once your order has been dispatched, the available tracking/AWB details will be provided to you through the registered contact details or made available through your Veganic Mart account.

You can also check your order status by visiting the “Orders” section under your account menu.

Tracking information is provided by the respective courier/logistics partner and may take some time to update after dispatch.

11. FREE DELIVERY

Veganic Mart currently provides free standard delivery across India on orders delivered to serviceable locations.

Free domestic delivery does not include:

  • International shipping;
  • Customs duties;
  • Import taxes;
  • Customs clearance/brokerage charges;
  • Other destination-country charges; or
  • Special delivery services or additional services specifically requested by the customer, where applicable.

For international orders, applicable international shipping charges and destination-country charges will be payable by the customer.

Delhi/NCR customers may additionally receive access to same-day or 2-day delivery for eligible products and PIN codes, subject to availability.

Veganic Mart reserves the right to update its shipping and delivery procedures, courier partners, serviceable PIN codes, delivery timelines, and applicable charges from time to time, subject to applicable laws and regulations.

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