India Shipping & Delivery

1. Purpose

This Shipping & Delivery Policy governs the dispatch, transportation and delivery of goods purchased through Trincos in India.

This Policy applies to buyers, sellers, merchants, vendors and other users participating in transactions involving the shipment of goods through the Trincos platform.

The Policy shall be read together with Trincos’ Terms and Conditions, Return & Refund Policy, Buyer Protection Policy and other applicable policies.

Trincos and sellers shall comply with applicable Indian laws and regulations relating to e-commerce, consumer protection, product safety, packaging, labelling, customs and delivery, including the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020 and applicable Legal Metrology laws and rules, to the extent applicable to the relevant transaction.

2. Delivery Obligations

Sellers shall dispatch goods within the timeframe communicated to the buyer at the time of purchase or within the timeframe otherwise agreed with the buyer.

Trincos or the relevant seller shall provide, as applicable, available information regarding the estimated delivery date or delivery period, shipping method, applicable shipping charges and shipment tracking details.

Delivery timelines are estimates unless expressly stated otherwise. Delivery may be affected by factors including carrier delays, weather conditions, public holidays, transportation disruptions, address-related issues, customs clearance and other circumstances beyond the reasonable control of Trincos or the seller.

Sellers shall provide accurate shipping and tracking information and shall cooperate in resolving delivery-related issues.

3. Shipping Information and Charges

Before completion of an order, applicable shipping charges, delivery options and estimated delivery timelines shall be disclosed to the buyer through the platform or other applicable order interface.

Where applicable, buyers shall also be informed of any additional charges that may arise in connection with international shipments, including customs duties, import taxes, brokerage charges or other government-imposed charges.

Any shipping charges disclosed at checkout shall be presented clearly and shall not be misleading.

4. Risk and Title

Unless otherwise provided in the applicable order terms, seller terms or applicable law, the allocation of risk in relation to the goods shall be determined in accordance with the applicable transaction terms.

Where applicable, international shipments may be governed by agreed Incoterms® or other contractual delivery terms.

Title to the goods shall transfer in accordance with the applicable sale terms and applicable law.

5. Shipping Costs and Disclosure

Applicable shipping charges shall be disclosed to the buyer before completion of the purchase, where reasonably determinable.

For international shipments, buyers may be responsible for applicable customs duties, import taxes, brokerage charges, clearance fees, foreign exchange charges and other charges imposed by the destination country or relevant authorities, where such charges are not included in the purchase price or shipping charges.

Where additional charges are known or reasonably determinable at the time of purchase, Trincos or the seller shall provide appropriate information to the buyer.

6. International Shipping

For international shipments, buyers acknowledge that customs duties, import taxes, regulatory requirements, import restrictions, customs inspections, security checks and other governmental procedures may apply.

International shipments may be subject to delays arising from customs clearance, regulatory approvals, inspections, transportation disruptions or other governmental or logistical requirements.

Buyers are responsible for providing accurate information required for international delivery and, where applicable, complying with destination-country import requirements.

Trincos shall not be responsible for delays caused solely by customs authorities, governmental actions or circumstances beyond its reasonable control, subject always to applicable consumer rights and law.

7. Delivery Confirmation

Buyers are responsible for monitoring shipment tracking information made available by Trincos, the seller or the relevant carrier and for taking reasonable steps necessary to facilitate delivery.

Proof of delivery may include:

• carrier tracking records

• delivery confirmation

• signature confirmation

• delivery photographs, where available

• courier or logistics documentation

• other reasonable evidence of delivery

Sellers and/or logistics providers shall retain appropriate delivery records for purposes of resolving delivery disputes, subject to applicable law.

8. Failed Delivery and Buyer Address 

Buyers are responsible for providing accurate and complete delivery information, including the recipient's name, delivery address, telephone number, email address and any other information reasonably required for delivery.

Where delivery fails due to inaccurate or incomplete information provided by the buyer, refusal to accept delivery, failure to collect the shipment or other circumstances attributable to the buyer, reasonable additional delivery or return charges may be borne by the buyer to the extent permitted by applicable law and disclosed in the applicable transaction terms.

Where delivery fails due to an error attributable to the seller or the logistics provider, the seller or relevant responsible party shall take reasonable steps to arrange redelivery, replacement or other appropriate remedy, subject to applicable law and the applicable transaction terms.

9. Delayed Delivery

If an order is materially delayed beyond the delivery period communicated to the buyer, the buyer may contact Trincos or the relevant seller through the available support or grievance channels.

Depending on the circumstances, the buyer may be entitled to cancellation, refund, replacement, redelivery or another appropriate remedy in accordance with the applicable order terms, Trincos policies and applicable law.

Where a refund is approved, it shall be processed in accordance with Trincos' Return & Refund Policy and the applicable payment method and processing requirements.

10. Damaged or Lost Items

Sellers and relevant logistics providers shall take reasonable steps to ensure that goods are properly packaged and delivered without damage.

Buyers should report damaged, lost, missing or materially compromised shipments to Trincos or the seller as soon as reasonably practicable and, where possible, provide supporting evidence such as photographs, packaging details, tracking information or carrier documentation.

Trincos or the seller may investigate the shipment with the relevant carrier before determining the appropriate remedy, which may include replacement, refund, redelivery or an insurance claim, where applicable.

Nothing in this section limits any mandatory rights available to consumers under applicable law.

11. Fraud Prevention & Shipping Compliance

Trincos reserves the right to investigate suspected fraudulent, deceptive or abusive shipping activities, including false delivery claims, manipulation of tracking information or repeated misuse of delivery-related processes.

Where permitted by applicable law, Trincos may suspend or restrict accounts, withhold or delay seller settlements pending investigation, reject fraudulent claims or take other appropriate action.

Trincos may cooperate with payment providers, logistics providers, law enforcement authorities, regulators and other competent authorities where required or permitted by applicable law.

12. Limitation of Liability

Nothing in this Policy excludes or limits any liability or consumer right that cannot lawfully be excluded or limited under applicable Indian law.

To the maximum extent permitted by applicable law, Trincos shall not be liable for indirect, incidental or consequential losses arising solely from circumstances beyond Trincos' reasonable control, including carrier delays, customs actions, governmental restrictions or force majeure events.

This section shall not affect any statutory rights or remedies available to consumers under applicable law.

13. Policy Updates

Trincos may update this Policy from time to time to reflect changes in applicable law, regulatory requirements, operational practices or business requirements.

The updated Policy shall become effective upon publication, unless otherwise stated.

Changes shall not adversely affect rights or obligations relating to orders placed before the revised Policy becomes effective, except where required by applicable law.

14. Product Safety,  Import and Regulatory Compliance

Sellers are responsible for ensuring that products offered through Trincos comply with applicable Indian laws and regulatory requirements relating to product safety, quality, packaging, labelling, certification, licensing and import or export controls, as applicable to the relevant product.

Products subject to specific regulatory requirements shall not be offered or shipped unless the applicable requirements have been satisfied.

For international shipments, the relevant seller, importer, exporter or other responsible party shall comply with applicable customs, foreign trade and import/export requirements.

Trincos may restrict, remove or suspend listings or shipments where it reasonably believes that a product or transaction may violate applicable law or regulatory requirements.

15. Packaging and  Labelling

Sellers shall ensure that products are appropriately packaged and labelled in accordance with applicable Indian laws and regulatory requirements.

Where applicable, packaged goods shall comply with the Legal Metrology Act, 2009 and the Legal Metrology (Packaged Commodities) Rules, 2011, including applicable mandatory declarations and disclosures.

Information displayed on the Trincos platform shall not be false, misleading or materially inconsistent with the product or its applicable packaging and labelling requirements.

Where required under applicable law, information relating to the manufacturer, packer, importer, country of origin, net quantity, maximum retail price, consumer care details and other mandatory declarations shall be provided or displayed in the prescribed manner.

16. Shipping Representations and  Disclosure

Trincos and sellers shall ensure that shipping-related representations, including delivery timelines, shipping charges, availability, dispatch information and other material information provided to buyers are accurate and not misleading.

Sellers shall not make false or misleading representations regarding delivery dates, shipping charges, product availability or other material aspects of the transaction.

Where applicable, shipping information and other required consumer disclosures shall be provided in accordance with the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020.

17. Consumer Rights and Delivery Remedies

Nothing in this Policy is intended to restrict or exclude any mandatory rights or remedies available to consumers under applicable Indian law.

Where goods are not delivered, are materially delayed, are damaged in transit, or otherwise fail to conform to the applicable transaction terms, buyers may be entitled to remedies including cancellation, refund, replacement, redelivery or other appropriate relief, depending on the circumstances and applicable law.

The availability and procedure for such remedies shall also be governed by Trincos' applicable Return & Refund Policy and Buyer Protection Policy.

18. Customs, Duties and International Trade

For international shipments, applicable customs duties, import taxes, customs clearance charges, brokerage fees and other government-imposed charges may apply.

The buyer, seller, importer, exporter or other responsible party shall be responsible for complying with applicable customs, import/export, foreign exchange and other regulatory requirements, depending on the nature and terms of the transaction.

Where applicable, international shipments shall be subject to Indian customs and foreign trade requirements, including applicable requirements administered by the relevant customs and trade authorities.

Trincos shall not be responsible for customs delays, seizure, refusal of clearance or additional charges arising from inaccurate information, prohibited or restricted goods, or failure of the responsible party to satisfy applicable import/export requirements, subject to applicable law.

19. Shipping-Related Personal Information

Personal information collected or processed for purposes of order fulfilment, shipping, delivery, tracking, customer support and dispute resolution shall be handled in accordance with Trincos' Privacy Policy and applicable Indian data protection law.

Shipping information may be shared with logistics providers, courier companies, payment service providers, technology service providers and other third parties where reasonably necessary to fulfil orders, provide delivery services, prevent fraud, resolve disputes or comply with applicable law.

Trincos shall implement appropriate contractual, technical and organisational safeguards for personal information processed in connection with shipping activities, as required by applicable law.

20. Shipping Complaints and Grievance Redressal 

Buyers may raise shipping, delivery, non-delivery, damaged shipment or other delivery-related complaints through Trincos' designated customer support or grievance redressal channels.

Complaints shall be handled in accordance with Trincos' applicable grievance redressal process and applicable law.

The details of Trincos' designated Grievance Officer, including the applicable name/designation, contact details and complaint submission mechanism, shall be made available on the platform as required by applicable law.

21. Governing Law and Jurisdiction

This Policy shall be governed by and construed in accordance with the laws of India.

Subject to any mandatory consumer rights and remedies available under applicable law, the courts having appropriate jurisdiction in India shall have jurisdiction over disputes arising out of or in connection with this Policy.