Shipping & Returns Policy

Effective Date: April 12, 2025 Last Updated: April 12, 2025

1. INTRODUCTION AND PURPOSE

1.1. This Shipping Policy (the "Policy") outlines the requirements, guidelines, and processes related to the shipping and delivery of items purchased on the Gajab.com Platform ("Platform"), operated by Aeliya Technologies Private Limited ("Company", "We", "Us", "Our").

1.2. This Policy primarily details the obligations of Sellers ("You", if Seller is reading) who are responsible for fulfilling their own orders placed through the Platform. It also provides important information relevant to Buyers regarding shipping timelines, tracking, and expectations. Aspects related to any optional logistics services facilitated by the Platform may also be covered or referenced herein.Gajab.com acts strictly as an intermediary under Section 79 of the Information Technology Act, 2000, and does not assume any liability for the Seller’s failure to fulfill or deliver products. Gajab.com acts strictly as an intermediary under Section 79 of the Information Technology Act, 2000, and does not assume any liability for the Seller’s failure to fulfill or deliver products.

1.3. The goals of this Policy are to ensure the timely and reliable delivery of orders, minimize shipping-related issues and disputes, maintain Buyer satisfaction, and ensure compliance with applicable Indian laws and regulations including the Consumer Protection (E-commerce) Rules, 2020.

1.4. This Policy supplements the Seller Agreement ([____Link to Seller Agreement]) . Compliance with this Shipping Policy is mandatory for all Sellers fulfilling their own orders on the Platform.

2. SELLER FULFILLMENT OBLIGATIONS (HANDLING & PACKAGING)

2.1. Handling Time: (a) Sellers must accurately specify their Handling Time (the time required between receiving a cleared order notification from Gajab.com and dispatching the item with the shipping carrier) within their listing details or Seller Account settings. (b) The stated Handling Time must be achievable and fall within the maximum permissible limits set by Gajab.com i.e 2 Business days for most categories, unless explicitly stated otherwise in specific category rules or agreed upon for made-to-order items). Business days exclude Saturdays, Sundays, and public holidays observed in Mumbai, Maharashtra (where Gajab.com is based) and public holidays observed in the state/union territory of the Seller's registered pickup location  The handling time clock starts from the moment the order status updates to 'Ready to Ship' or equivalent status indicating cleared payment on the Seller Dashboard.(c) Sellers must dispatch orders within their stated Handling Time. Failure to do so consistently will negatively impact Seller Performance Metrics and may result in an automatic 'Cancellation Penalty' of ₹500 per delayed order..

2.2. Packaging: (a) Sellers must package all items securely and appropriately using suitable, clean, new or line-new, high-quality packaging materials meeting o r exceeding general standards recommended by major Indian carriers (including without limitation, sufficient cushioning, rigid outer box for non-document items) and appropriate ISTA (International Safe Transit Association) test procedures for the product type where applicableto prevent damage, breakage, or leakage during transit under normal shipping and handling conditions. (b) Packaging must be suitable for the specific item's nature which includes without limitation fragile items require extra padding, liquids require leak-proof sealing). (c) The use of inadequate or inappropriate packaging such as  flimsy envelopes for non-document items, insufficient and padding for fragile goods  that leads to damage may result in Buyer Protection claims being decided against the Seller. (d) Sellers must comply with any specific packaging guidelines issued by Gajab.com from time to time, or any mandatory requirements set under applicable law including without limitation, markings required under the Legal Metrology (Packaged Commodities) Rules, 2011, FSSAI labelling for food items, BIS markings where mandated, or specific carrier requirements for shipping items containing lithium batteries, and the mandatory 'Country of Origin' declarations.

3. SHIPPING METHODS, COSTS, AND TRACKING INFORMATION

3.1. Shipping Method Selection: (a) Sellers are responsible for selecting a reliable shipping carrier that, at a minimum: (i) provides verifiable online tracking accessible to both Seller and Buyer, (ii) provide Real-Time API-based Tracking and Proof of Delivery (POD) with a digital recipient signature (iiI) offers proof of delivery confirmation, and (iv) has a defined process for handling claims for lost or damaged shipments within India.(b) The chosen shipping method must be capable of reasonably meeting the estimated delivery timeframe indicated in the Seller's listing or communicated to the Buyer. (c) Sellers may utilize the optional logistics partner services facilitated through the Gajab.com platform (subject to the terms outlined in the Seller Agreement, Clause 4.3) or select their own preferred carriers who meet the reliability standards defined in 3.1(a). Sellers are responsible for ensuring timely tracking information is uploaded to the Gajab.com platform; integration capabilities for automatic updates are preferred but manual upload meeting the requirements in 3.3 is mandatory..

3.2. Shipping Costs: (a) Sellers must clearly and accurately state the shipping costs payable by the Buyer in the listing (or clearly indicate if shipping is included in the item price / "Free Shipping"). (b) Shipping charges must be reasonable and should reflect actual costs associated with postage/freight, packaging materials, and reasonable handling. Profiting excessively from shipping charges separately from the item price is prohibited and will be treated as an 'Unfair Trade Practice' under the Consumer Protection Act, 2019. (c) The Seller is responsible for correctly calculating, collecting (if applicable, as part of the total price displayed to the buyer), and remitting any Goods and Services Tax (GST) applicable on the shipping charges, in accordance with prevailing Indian GST laws and regulations. 

3.3. Tracking Information: (a) For all shipments originating from sales on the Gajab.com Platform, Sellers must provide valid and accurate shipment tracking information obtained from the shipping carrier. (b) Tracking information must be uploaded t within 24 hours of dispatch.  (c) Failure to provide valid tracking will result in the Seller automatically losing any 'Item Not Received' (INR) dispute, and the Platform shall process an immediate refund to the Buyer from the Seller’s pending payouts. (d) The tracking number provided must be correct and functional, allowing the Buyer and the Company to monitor the shipment's progress online via the carrier's tracking system. (e) Failure to provide timely and valid tracking information for all shipments is a violation of this policy and will negatively impact the Seller's Valid Tracking Rate (VTR) and will result in immediate withholding of payouts for the affected transaction and potentially other performance metrics, and will generally result in the Seller automatically losing any 'Item Not Received' (INR) dispute if valid tracking showing movement is not provided.

3.4. Carrier Compliance: All shipping fees collected from the Buyer are subject to GST. The Seller is solely responsible for remitting this to the authorities.Sellers must comply with all terms, conditions, restrictions, and requirements of their chosen shipping carrier and ensure no 'Prohibited Items' (as per the IP Policy) are shipped via these channels.

4. SHIPPING RESTRICTIONS (SERVICEABLE LOCATIONS)

4.1. Sellers are generally expected to offer shipping to all reasonably serviceable locations across India, utilizing carriers with wide coverage. 

4.2. However, Sellers may define specific geographical areas within India (such as certain states, union territories, or pin code ranges) to which they are unable to ship, due to genuine logistical constraints, carrier limitations, or legal restrictions on specific products. 

4.3. These shipping restrictions must be clearly configured using the tools provided within the Seller Account settings or listing process on the Gajab.com Platform. Buyers from these explicitly restricted locations will not be able to place orders for the affected items from that Seller. 

4.4. Sellers are responsible for keeping their shipping restriction settings accurate and up-to-date. Setting overly broad or unreasonable restrictions may be reviewed by the Company. 

4.5. Any order placed from a pin code not explicitly restricted by the Seller must be fulfilled. Cancellations due to 'Unserviceable Location' for non-restricted zones will incur a ₹500 penalty per order.

4.6 Any order placed from a pin code not explicitly restricted by the Seller must be fulfilled. Cancellations due to 'Unserviceable Location' for non-restricted zones will incur a ₹500 penalty per order

5. HANDLING SHIPPING ISSUES (LOST OR DAMAGED SHIPMENTS)

5.1. For orders fulfilled directly by the Seller, the Seller is primarily responsible for resolving issues related to shipments that are lost or damaged in transit before confirmed delivery to the Buyer. 

5.2. If a Buyer reports non-delivery or damage in transit, the Seller must: (a) Promptly investigate the issue by checking the tracking status thoroughly and contacting the shipping carrier used. (b)Seller must acknowledge Buyer reports of non-delivery or damage via the Gajab.com messaging system within 24 business hours and provide an initial update on their investigation within 48 business hours (c) Cooperate fully and provide all necessary information which includes proof of shipment, tracking details and communication logs to Gajab.com if a Buyer Protection claim is filed related to the shipping issue. The resolution of the Buyer's issue (Refund or Replacement) under Gajab.com's Buyer Protection Policy takes precedence and MUST NOT be delayed pending the outcome of the Seller's insurance claim with the carrier. (d) Initiate and pursue any necessary claims for loss or damage directly with the relevant shipping carrier according to the carrier's procedures and timelines. Reimbursement from carriers is between the Seller and the carrier. However, resolving the Buyer's issue under Gajab.com's Buyer Protection Policy (including without limitation, providing a refund or replacement if required by the policy) must take precedence and should not be delayed pending the outcome of the Seller's claim with the carrier 

5.3. Failure by the Seller to adequately investigate, provide proof, or cooperate regarding shipping issues may result in Buyer Protection claims being decided against the Seller, potentially leading to refunds being processed from the Seller's account and negative impacts on performance metrics.

6. POLICY UPDATES

6.1. This Shipping Policy may be updated or modified by the Company from time to time. Changes will be communicated and become effective immediately. Sellers are responsible for regularly reviewing this Policy.