GENERAL

1.1. Reliance Retail Limited, having its registered office at 3rd Floor, Court House, Lokmanya Tilak Marg, Dhobi Talao, Mumbai–400002, Maharashtra, India, India (“Reliance”, “we”, “us” or “our”) is managing and operating the website, and mobile or tablet applications www.freshpikonline.com (collectively referred to as “Freshpik”, or “Website”, or “App”), through which inter alia facilitate the sale and purchase of various products listed and sold (“Product(s)”) to the Customer (“Customer” or “User” or “Users” or “you” or “your”).

1.2. This delivery and shipping 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 on FreshPik.

1.3. We provide shipping and delivery of our Products in select areas, please check your pincode for placing an order. 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 Products that you have ordered from the Website. We make all commercially reasonable endeavours to ensure that the Products are delivered to you in a timely fashion.

APPLICABILITY OF POLICY

2.1. By using FreshPik and/or initiating a request for purchase of Products on the Website, you agree to be bound by the terms contained in this Policy without modification. If you do not agree to the terms contained in this Policy, you are advised not to transact on FreshPik. Please note that, we may from time to time change the terms of the Policy that govern your procedures towards delivery and shipping of Products purchased on FreshPik. Every time you wish to use FreshPik, please check the Policy to ensure you understand the terms and conditions that apply at that time.

TERMS OF SHIPPING AND DELIVERY

3.1. 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 Website 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 Website. While we attempt to fulfil your order at the earliest possible hour of receiving the order request, 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 same day delivery option may be availed for the orders placed till 8:00PM and depending on availability of delivery slots, partner/rider availability, customer demand, traffic, and weather or a force majeure event. For orders placed after 8:00PM, the delivery shall be attempted at the next earliest delivery slot available. However, we do not guarantee the exact delivery time within which you may receive the Products. In any case the user will be provided with an estimated timeline for the delivery of the Product purchased from FreshPik. 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.

3.2. You agree and understand that 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 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 FreshPik.

3.3. 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 FreshPik 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.

3.4. We wish to ensure secure delivery through a one-time password (“OTP”) for all the Products shipped to our Users. To receive a secure delivery of your consignment, a six (6) digit OTP will be sent to your registered email address and mobile number, after the item is dispatched for onward delivery. You will be asked to share the OTP with the delivery partner so that he is able to enter it on their device. Once the correct OTP is entered, the delivery partner will deliver the package to you. If you are unable to locate the OTP at the time of delivery, the delivery partner can resend it to your registered mobile number on your request. Your OTP is valid until the end of the delivery day.

3.5. 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 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.

3.6. 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.; and
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 FreshPik. 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.

3.7. 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.

3.8. Once you place an order on FreshPik, we process such order and hand over the purchased Products to our Logistic Partner. The User will receive a unique tracking identity number once the purchased Products are handed over to the Logistic 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 FreshPik or the website and/or the mobile application of the Logistic Partner to check the status and location of the purchased Products and their estimated time of delivery. Our customer service team coordinates with the Logistic Partners to ensure that the Products are delivered to you at the earliest and make all reasonable efforts in ensuring that the Logistic 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.

3.9 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 shipping fees for the delivery of a purchased Product, such shipping fees will not be refunded by us pursuant to any return/refund 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.