This Delivery, Return and Replacement Policy (“Policy”) explains the processes, timelines and conditions applicable to delivery, returns, replacements, refunds, damaged products, missing items and delayed shipments on the Gramodhaya platform.
1. Delivery of Orders
1.1 Fulfilment Model
All orders placed on Gramodhaya are fulfilled directly by independent third-party vendors (“Sellers”), unless expressly stated otherwise. Gramodhaya acts solely as a marketplace intermediary and does not take custody, ownership or possession of Products listed or sold on the Platform.
Products shall be dispatched by Sellers using Gramodhaya-branded packaging, pursuant to platform guidelines.
1.2 Invoicing
Sellers are required to generate and provide a valid tax invoice at the time of dispatch. Invoices may be generated using:
- Laptop / desktop system
- Smartphone
- POS printer
- or any compatible printing device, as supported under the Gramodhaya vendor system
Failure by a vendor to generate or attach a valid invoice may result in order cancellation, payment withholding, or other actions in accordance with the Vendor Agreement.
Invoice format, branding and compliance requirements shall be as prescribed by Gramodhaya from time to time.
2. Delivery Timelines
Estimated delivery timelines are displayed at the time of checkout and may vary based on product category, seller location, delivery destination and logistics constraints. Delivery timelines are indicative and shown at the time of order confirmation.
Orders are typically delivered within 1 to 7 days from the date of dispatch, subject to availability, location and force majeure events.
Courier partners may engage last-mile delivery partners. A maximum of three (3) delivery attempts shall be made before an order is marked undeliverable.
Gramodhaya shall not be liable for delays caused due to circumstances beyond its reasonable control, including but not limited to weather conditions, regional disruptions, strikes, transport issues or incorrect address details provided by customers.
2.1 Split Shipments
Orders containing multiple products may be shipped separately depending on seller location, product availability, or logistics constraints. In such cases, customers may receive items in multiple deliveries.
Return, replacement or refund eligibility shall apply only to the specific item that is damaged, defective, or missing and not to the entire order unless all items are affected.
3. Damaged or Defective Items
3.1 What Qualifies as a Damaged or Defective Product
A product may be considered damaged or defective if it meets any of the following conditions:
- Product is not in working condition
- Visible cuts, crushes, tears, broken parts, dents or scratches
- Product seal is broken and/or there is leakage
- Product arrived with missing parts or accessories
- Product delivered in a different size or colour than ordered
- Entire product is missing though the outer box is not tampered
- Product is expired
- Dead on Arrival (DOA)
- Correct box delivered with incorrect item inside
- Item missing and box appears tampered
- Product has a seal different from the original manufacturer seal
3.2 Customer Inspection at Delivery
Customers are encouraged to inspect the outer packaging of the order at the time of delivery. If the package appears visibly damaged, tampered with, or open, the customer should either refuse delivery or report the issue immediately through the Gramodhaya platform.
Visible damage or tampering should preferably be reported within 24 hours of delivery to facilitate timely resolution.
4. What to Do If You Receive a Damaged or Defective Product
If you receive a damaged, defective or incorrect product, you may request a return or replacement, subject to the product’s return eligibility and applicable return window.
Only products identified as “returnable” on the product detail page and within the applicable return window are eligible for return or replacement. Return eligibility and return window may vary by product category and seller.
Replacement or exchange is subject to product availability and return policy.
5. Return Process for Products Fulfilled by Sellers
To initiate a return or replacement:
- Go to Your Orders section on the Gramodhaya platform
- Select the product you wish to return or replace
- Click on Return / Replace Item
- Select the appropriate reason
- Follow the on-screen instructions to complete the request
Note:
- Customers may be required to upload clear images or videos of the product to verify damage or defect
- Pick-up date and time shall be communicated via SMS/email/application and reflected in the order details
- If return pick-up is unavailable at the delivery address, customers may be required to self-ship the product as per Gramodhaya’s instructions
5.1 Return Shipping
Return shipping for defective, damaged, or incorrect products shall generally be arranged through platform-authorised pick-up services wherever available.
Where pick-up is not available, customers may be required to self-ship the product to the address provided by Gramodhaya or the seller. In such cases, reimbursement or adjustment of return shipping costs shall be subject to verification and applicable return conditions.
For customer-initiated returns not arising from product defects, return shipping costs may be borne by the customer or deducted from the refund amount where permitted under applicable policy.
6. Replacement of Products
Replacement requests must be initiated within the same time window applicable to returns i.e. 7 days from date of delivery.
If the selected replacement product is out of stock, the customer may opt for a return and refund instead.
7. Wrong Item, Missing Item or Order Marked as Delivered
If you receive a wrong item, missing item or if your order is marked as delivered but not received:
- Please report the issue within 7 days from the date of delivery
- Requests raised after this period may not be eligible for resolution
- Pay on Delivery orders may not be eligible for rescue or refund
Possible reasons for orders showing as “delivered” include partial deliveries, receipt by family members, neighbours or building staff.
8. Platform Role and Limitation
Gramodhaya functions strictly as a marketplace intermediary. Responsibility for product quality, packaging, dispatch, delivery and post-sale obligations rests solely with the Sellers.
Gramodhaya shall not be liable for any manufacturing defects, seller delays or quality issues, except as required under applicable law.
9. Policy Changes
Gramodhaya reserves the right to modify this Policy at any time. Changes shall be effective upon publication on the platform.
10. Our Courier Partners
Gramodhaya works with third-party logistics and courier service providers to ensure timely and efficient delivery of orders placed on the Platform namely Shiprocket. Delivery of Products may be undertaken by one or more courier partners depending on seller location, delivery address and serviceability.
If you have a delivery-related query, please refer to the information below to identify the courier partner handling your order and contact them using the details provided.
When to Contact the Courier Partner
You may contact the courier partner directly in the following situations:
- If you are unable to locate a package that is marked as “delivered” in the Your Orders section
- If your package is being delivered by a courier partner and you need to provide or clarify delivery instructions
- If tracking information shows delays, transit issues or delivery attempts
Please note that only Gramodhaya Customer Support may have access to delivery instructions entered on the Platform. Courier partners may not be able to view platform-specific instructions unless transmitted to them.
How to Find Your Courier Partner Details
To identify the courier partner handling your delivery:
- Go to Your Orders on the Gramodhaya platform
- Select the relevant order
- Scroll down to view the order status
- Click on Track Package
- The courier partner details will be displayed on the tracking page
Important Note
Some courier partners may engage regional or local delivery partners to complete last-mile delivery. In such cases, tracking details displayed on the courier partner’s website may not always be fully accurate or updated.
Customers are advised to contact the courier partner directly using the available contact details for the most accurate delivery updates.
Courier Partner Details
Shiprocket
Website: https://www.shiprocket.in/
Phone: +91-9711941080
Email: support@shiprocket.in
(Additional courier partners, if any, may be notified on the Platform from time to time.)
11. Delivery Timelines and Courier Service Levels
Gramodhaya facilitates delivery of Products through third-party logistics partners, including Shiprocket, in accordance with the service levels offered by such courier partners.
Delivery timelines displayed on the Platform are estimated timelines based on information provided by the courier partner, seller location, delivery address, serviceability, and operational constraints. While Gramodhaya endeavours to ensure timely delivery, actual delivery may vary due to factors beyond its control.
Delivery timelines are subject to:
- Courier partner service-level agreements and routing
- Seller readiness and handover timelines
- Pin-code serviceability
- Weather conditions, regional disruptions, strikes, or force majeure events
- Address accuracy and customer availability
Customers acknowledge that delivery timelines are not guaranteed delivery dates and are indicative only.
12. Delay in Delivery
Most orders are delivered within the estimated delivery time. However, delays may occur due to one or more of the following reasons:
- Incorrect, incomplete, or insufficient delivery address
- Missing apartment number, floor, building name, or access instructions
- Customer unavailability at the delivery address
- Severe weather conditions or natural events
- Product damage during transit requiring return to seller
- Local, regional, or national contingencies
- Courier partner operational constraints
If delivery has not occurred within the estimated timeline, customers are advised to:
- Track the shipment using the Track Package option under Your Orders
- Allow up to 48 hours for unexpected delays
- Contact the courier partner directly using the contact details provided
- Re-delivery attempts may be made up to 3 times
12.1 Customer Support and Escalation
If delivery or return-related issues remain unresolved after contacting the courier partner or tracking the order, customers may contact Gramodhaya Customer Support through the support channels available on the Platform.
Gramodhaya shall make reasonable efforts to facilitate resolution between the customer, seller, and logistics partner.
13. Undeliverable Shipments
If a delivery attempt fails due to incorrect address, customer unavailability, refusal to accept delivery, or any other customer-related reason, the shipment may be marked as undeliverable and returned to the seller.
In such cases:
- Gramodhaya may initiate return and refund, where applicable
- Shipping or return charges, if any, may be deducted as per the applicable return policy
- Re-delivery may require placing a fresh order
13.1 Cash on Delivery (COD)
Cash on Delivery (COD) may be available only for select products, sellers and serviceable pin codes as determined by Gramodhaya from time to time.
Repeated refusal to accept COD orders or failure to receive delivery may result in temporary or permanent restrictions on COD availability for the concerned customer account.
COD orders that are refused at delivery may not be eligible for certain re-delivery privileges or promotional benefits.
14. Disclaimer on Courier-Level Delays and Liability
Gramodhaya operates solely as a marketplace intermediary and does not own, store, pack, or physically deliver Products listed on the Platform.
Accordingly:
- Gramodhaya shall not be liable for delays caused by courier partners, logistics providers, sellers, or third-party service providers
- Gramodhaya does not guarantee delivery timelines, delivery attempts, or courier performance
- Any delay, loss, damage, or non-delivery attributable to courier operations shall be governed by the applicable courier partner terms and seller obligations
Gramodhaya’s role is limited to facilitating communication, order tracking, and grievance resolution between customers, sellers, and courier partners, in accordance with applicable laws.
15. Limitation of Platform Responsibility
To the maximum extent permitted under applicable law:
- Gramodhaya shall not be held responsible for compensation, penalties, or damages arising solely from courier-level delays
- Gramodhaya’s liability, if any, shall be limited to facilitating refunds or replacements in accordance with its Return and Refund Policy
Nothing contained herein shall affect statutory rights available to consumers under applicable consumer protection laws. Gramodhaya shall not be liable for delays, non-delivery, or service deficiencies attributable solely to third-party courier partners, provided that reasonable assistance is offered to the consumer for tracking, escalation, or grievance resolution.
16. Order Fulfilment and Packaging Model
Orders placed on the Gramodhaya Platform are fulfilled directly by independent third-party vendors listed on the marketplace.
All vendors are required to:
- Dispatch products using Gramodhaya-branded packaging, which shall be procured by the vendor through the Platform or through mechanisms specified by Gramodhaya from time to time
- Ensure that products are securely packed in accordance with applicable packaging, labelling, and transportation standards.
- Hand over shipments to authorised courier partners within the timelines prescribed on the Platform.
Gramodhaya does not store, stock, or physically handle products and acts solely as a marketplace intermediary facilitating vendor-to-customer fulfilment.