Policy

Shipping, payment, returns & refunds policy

1. Introduction

This Shipping, Returns & Refunds Policy (“Policy”) sets out the terms governing the procurement, handling, consolidation, packaging, shipping, delivery, return, exchange, cancellation and refund processes applicable to Products and Services provided by Thinkorporation Tech Private Limited, a company incorporated under the Companies Act, 2013 and operating under the brand name “Shoppin” (“Thinkorporation”, “Shoppin”, “Company”, “we”, “us” or “our”).

Shoppin is a personal shopping, procurement, sourcing and assistance service. Shoppin does not ordinarily manufacture, produce or independently sell the Products purchased pursuant to a Customer’s request. Rather, Shoppin facilitates the identification, purchase, procurement, collection, inspection, consolidation, packaging and delivery of Products from independent retailers, brands, manufacturers, marketplaces, pharmacies, stores, suppliers and other third parties selected by or on behalf of the Customer.

The Product itself and the Services provided by Shoppin are distinct components of the transaction. Product-related rights, including availability of return, replacement, exchange, repair or Product refund, are ordinarily determined by the applicable Seller’s or manufacturer’s terms and applicable law. Fees charged by Shoppin relate to Services independently provided by Shoppin. This Policy shall be read together with Shoppin’s Terms and Conditions and Privacy Policy. In the event of any inconsistency, the Booking-specific written terms communicated to the Customer shall prevail only to the extent of the specific inconsistency, subject always to applicable law.

2. Definitions

For the purposes of this Policy:

• “Customer”, “you” or “your” means the person requesting or availing the Services.
• “Product” means any goods, merchandise, article or item procured, purchased, collected, handled or shipped by Shoppin at the Customer’s request.
• “Seller” means the independent retailer, manufacturer, brand, marketplace seller, wholesaler, supplier, pharmacy, store or other third party from whom the Product is purchased or procured.
• “Services” means the personal shopping, procurement, sourcing, purchase assistance, inspection, collection, consolidation, packaging, shipping coordination, personal assistance and other services provided by Shoppin.
• “Booking” means a Customer’s request which has been accepted by Shoppin and for which the applicable payment requirements have been satisfied.
• “Service Fee” means the fee charged by Shoppin for providing its Services and which is distinct from the purchase price of the Product.
• “Shipping Provider” means any independent courier, freight forwarder, logistics company, postal service or other third-party transportation provider engaged for delivery of a shipment.
• “Booking Fee” means any non-refundable fee or initial service charge expressly identified as a Booking Fee in the applicable Quotation, invoice or Booking communication.

3. Nature of Shoppin’s Role and Booking Formation

Shoppin acts as a procurement, personal shopping, sourcing and assistance service and, unless expressly agreed otherwise in writing, does not act as the manufacturer of any Product and does not independently manufacture, alter, repair or warrant Products procured at the Customer’s request. Where a Customer instructs Shoppin to purchase a Product from a particular store, website, marketplace, manufacturer, pharmacy, brand or other Seller, Shoppin may purchase or arrange procurement of that Product on the Customer’s behalf and thereafter provide agreed ancillary Services.

An enquiry, shopping list, Product selection, request for quotation, quotation, communication with a Shoppin representative or other preliminary interaction shall not constitute a confirmed Booking until Shoppin has accepted the request and the applicable payment has been received or otherwise confirmed in accordance with the applicable Booking terms. The applicable Quotation, invoice and Booking communication may specify the Products, Service Fee, Booking Fee, commute charges, shipping charges, taxes, duties and other applicable amounts.

Once a Booking has been confirmed and Shoppin has commenced procurement, shopping, assistance or any other Service, the Customer acknowledges that Shoppin may have performed Services and incurred costs on the Customer’s behalf. Accordingly, the cancellation and refund rules in this Policy apply from the time of confirmation and commencement of the relevant Service.

4. Booking Fee, Cancellation and Commencement of Services

Any Booking Fee expressly identified by Shoppin in a Quotation, invoice or Booking communication is non-refundable once paid, except where a refund is mandatorily required by applicable law or Shoppin expressly agrees otherwise in writing.

Once a Product has been purchased by Shoppin on the Customer’s instructions, or once a Service has commenced, the Customer may not cancel that Product purchase or Service merely by changing the Customer’s mind or requirement. Any cancellation requested after procurement or commencement shall be considered only to the extent that the relevant Seller’s policy, the nature of the Service and applicable law permit cancellation.

Where payment for a Product is required to be made directly to or through a Seller, the Customer remains responsible for the Product purchase amount and all applicable Seller charges. Shoppin’s Service Fee, Booking Fee, commute charges, handling charges and other fees for Services already performed remain separately chargeable and shall not be treated as automatically cancelled merely because the Product transaction is cancelled or discontinued.

5. Pricing, Quotation and Invoice

The amount payable for a Booking may comprise the Product purchase price, Booking Fee, Shoppin Service Fee, commute or assistance charges, collection charges, packaging and handling charges, shipping charges, insurance charges where applicable, taxes, customs duties, payment gateway or financial institution charges and other applicable transaction costs. The applicable Quotation and/or invoice shall identify the relevant components to the extent reasonably practicable.

A Quotation is an estimate or cost proposal and shall remain valid only for the period stated in it or, if no period is stated, for such period as Shoppin reasonably determines based on Product availability, Seller pricing, currency exchange rates, shipping costs and other applicable factors. Shoppin may revise a Quotation before procurement or dispatch where the underlying cost changes. Where reasonably practicable, Shoppin shall communicate a material revision before proceeding with the affected transaction.

An invoice issued by Shoppin may cover the Services, charges and amounts collected or recoverable by Shoppin. A Seller’s invoice, tax invoice, bill or receipt may separately evidence the Product purchase. The issuance of an invoice by Shoppin shall not by itself mean that Shoppin is the manufacturer or independent seller of the Product. Invoices may be issued electronically and may be corrected, revised or supplemented by a credit note, debit note or revised invoice where required due to a pricing, tax, weight, shipping or other adjustment.

6. Commute, Shopping and Assistance Charges

Where Shoppin charges commute, shopping, personal assistance or task-based fees, the applicable rate or method of calculation shall be communicated in the relevant Quotation, invoice, Booking communication or Shoppin’s applicable fee schedule. Shoppin may determine the appropriate charge having regard to the nature, location, duration, complexity and number of tasks involved.

Where a commute or assistance charge is calculated on an hourly basis, the time shall be rounded up to the next complete hour. For example, where a shopping or assistance task takes 4 hours and 15 minutes, the chargeable duration shall be 5 hours. The additional 15 minutes shall therefore be treated as part of the fifth chargeable hour and shall not be billed as only four hours.

Returns, exchanges, re-purchases, additional store visits, additional collection or delivery attempts and other post-Booking tasks may be treated as separate tasks and may attract additional task-based, commute, handling, shipping or other charges as determined by Shoppin and communicated to the Customer before the additional task is undertaken, where reasonably practicable.

7. Returns, Exchanges and Seller Policy

Products purchased through Shoppin are subject to the return, exchange, replacement, cancellation and warranty policies of the relevant Seller and, where applicable, the manufacturer’s terms and applicable law. Shoppin does not independently create or guarantee a Product return right where the Seller or manufacturer does not provide such right, except where a remedy is required from Shoppin itself under applicable law.

A Customer requesting a return or exchange shall contact Shoppin through the designated official communication channel within 24 hours of delivery or discovery of the relevant issue, and in any event sufficiently before expiry of the Seller’s applicable return period. The Customer shall provide the Booking number, Product details, photographs or videos where relevant, packaging details, delivery information and a description of the issue. Shoppin may request additional evidence reasonably required by the Seller, insurer or Shipping Provider.

Where the Seller permits a return or exchange, Shoppin may coordinate the process as a separate assistance task. Returns and exchanges shall be chargeable on a task basis, with the applicable task, commute, collection, shipping, packaging or handling charge determined by Shoppin and communicated to the Customer where reasonably practicable. Seller-imposed return charges, restocking charges and return shipping charges shall also be payable where applicable.

8. Seller Cancellation and Product Refunds

Where a Seller cancels a confirmed Product purchase, fails to fulfil the Product purchase, or otherwise agrees to cancel and refund the Product purchase amount, Shoppin shall use reasonable efforts to obtain the applicable refund in accordance with the Seller’s policy. Where the Seller provides a full refund of the Product purchase amount to Shoppin, the corresponding Product amount shall be refunded to the Customer, subject to reconciliation of legitimately applicable third-party charges and applicable law.

A Seller’s cancellation or refund of the Product purchase amount shall not automatically refund Shoppin’s Booking Fee, Service Fee, commute charges, return or exchange task charges, payment gateway charges, shipping charges already paid, or other Services and costs already incurred, unless Shoppin expressly agrees otherwise or applicable law requires otherwise.

If a Seller provides only a partial refund, deduction or store credit, Shoppin shall pass on the amount actually received or otherwise payable to the Customer, subject to the terms of the Seller and applicable law. Shoppin shall not be responsible for a Seller’s refusal, delay or failure to issue a refund where the Seller is not contractually or legally required to provide it.

9. Shipping Charges, Shipment Changes and Non-Refundability

Shipping and delivery charges shall be calculated based on the relevant shipment and may depend upon origin, destination, actual weight, volumetric weight, dimensions, Product category, Shipping Provider, service level, fuel surcharge, remote-area surcharge, insurance and other applicable charges. Any estimate provided before final packing, weighing or carrier acceptance may be revised if the actual shipment characteristics differ.

Once delivery or shipping charges have been paid to or through Shoppin and the shipment has been booked, dispatched or otherwise committed with the Shipping Provider, such delivery or shipping charges shall be non-refundable, except where a refund is actually received from the relevant Shipping Provider or is mandatorily required by applicable law.

If the Customer requests any change to shipment information after booking or processing, including change of delivery address, recipient details, telephone number, service level, destination, routing or other shipment particulars, additional charges may apply. Such charges may include amendment charges, re-booking charges, carrier charges, return-to-origin charges, storage charges, additional shipping charges or other third-party charges. No change shall be treated as confirmed until Shoppin communicates acceptance of the change and the applicable charges, where practicable.

10. Payment Policy

Payments may be made through payment methods made available by Shoppin from time to time, including UPI, Razorpay or other payment gateways, bank transfer, wire transfer, card, or other electronic or financial channels, depending upon the Customer’s country, currency, transaction type and the payment options available for the relevant Booking. The Customer shall comply with the terms, verification requirements, limits, security procedures and processing requirements of the relevant payment provider, bank or financial institution. Payment shall be treated as received only when successfully credited to or confirmed by Shoppin or its authorised payment provider. Payment gateway, bank, card, foreign-exchange, wire-transfer and other financial processing charges, where applicable, are non-refundable unless a refund of such charge is actually received from the relevant provider or applicable law requires otherwise. A payment initiated but not successfully received shall not obligate Shoppin to commence or continue procurement or shipment.

Where a refund is approved, Shoppin shall ordinarily process it through the original payment method or another lawful electronic method reasonably available. Refund timing may depend on the Seller, payment gateway, bank, card network, international financial institution or other payment provider. Shoppin shall not be responsible for delays solely caused by an external payment provider after Shoppin has initiated the applicable refund process. Foreign-exchange fluctuations and independent bank or payment-provider charges may cause the amount received by the Customer to differ from the amount originally charged.

11. Seller Payment and Direct Payment Arrangements

Where the Customer’s Product payment is paid directly to a Seller, or where Shoppin facilitates payment to a Seller using funds provided by the Customer, the Product purchase remains subject to the Seller’s terms. Shoppin’s Service Fee and other charges remain separately payable for Services performed by Shoppin. Payment of the Product amount to the Seller does not extinguish or reduce Shoppin’s Service Fee unless expressly agreed in writing.

12. Damage, Shortage and Shipment Claims

The Customer shall notify Shoppin of visible damage, shortage, tampering, leakage or other apparent shipment issues within 24 hours of delivery and, wherever possible, provide photographs or video of the package, shipping label, outer packaging and Product condition. For damage claims submitted with the required information, Shoppin shall ordinarily acknowledge or provide an initial response within 4 to 8 hours during Shoppin’s applicable operating period.

The 4-to-8-hour response period is an initial response or acknowledgement period and is not a guaranteed resolution period. Resolution of a damage, loss or shortage claim may depend upon the Shipping Provider, insurer, Seller, customs authority or other third party and shall be subject to their applicable investigation, claim procedures, evidence requirements and liability limits. Shoppin shall use reasonable efforts to coordinate the claim and communicate material updates received from the relevant third party.

13. Package Weight, Rebilling and Weight Discrepancies

Shipping charges may initially be calculated using an estimated or declared weight and may subsequently be recalculated by the Shipping Provider after actual weighing, volumetric measurement or audit. Where the Shipping Provider determines that the actual or chargeable weight is higher than the weight originally used for billing, Shoppin may issue a revised charge, debit note, invoice or payment request for the difference.

Where a weight discrepancy or rebilling notice is received from a Shipping Provider, Shoppin shall ordinarily provide an initial response or communicate the recalculated charge within 4 to 8 hours during Shoppin’s applicable operating period, subject to receipt of the necessary information from the Shipping Provider. The correct shipping amount shall be recalculated in accordance with the applicable Shipping Provider’s weight, volumetric-weight and tariff policy.

Where an additional amount becomes payable because the original weight was calculated or billed lower than the final chargeable weight, the shipment may be placed on hold and shall not move, be released or be dispatched further until the applicable additional charge is paid or otherwise resolved with the Shipping Provider. Any additional carrier, storage or handling charges arising from the delay may also be payable by the Customer to the extent applicable.

14. Prohibited and Restricted Items

Shoppin operates as a shopping, sourcing, procurement, personal assistance and shipping-coordination service and may facilitate transactions and shipments involving different countries, jurisdictions, customs authorities, carriers and service providers. The import, export, purchase, possession, transportation or delivery of Products may therefore be subject to restrictions imposed by the country of origin, destination country, transit country, customs authorities, government authorities, payment providers, airlines, shipping carriers, courier companies or other applicable regulatory bodies.

The Customer shall not request, instruct, authorise or attempt to use Shoppin for the purchase, sourcing, transportation, export, import, delivery or handling of any Product which is prohibited, restricted, regulated, dangerous, unlawful or otherwise not acceptable under applicable law or the policies of the relevant carrier, courier, logistics provider, customs authority or other service provider.

Without limiting the foregoing, Shoppin may refuse to procure, accept, store, consolidate, pack, transport, export, import or deliver Products falling within categories including, but not limited to, narcotic drugs, psychotropic substances, controlled substances, illegal drugs, prohibited pharmaceutical products, prescription medicines where shipment or import is not legally permitted, counterfeit or pirated goods, goods infringing intellectual property rights, firearms, ammunition, explosives, weapons, weapon components, prohibited knives or other restricted weapons, military or defence-related equipment, hazardous or dangerous goods, radioactive or nuclear materials, toxic or corrosive substances, flammable liquids or solids, compressed gases, biological or infectious materials, chemicals requiring special handling, and other hazardous materials.

Shoppin may also refuse or restrict Products including, without limitation, electronic cigarettes, vaping devices, vape cartridges, e-cigarette liquids and related products where their import, export, transport, sale, storage or possession is prohibited or restricted. In India, electronic cigarettes are subject to the statutory prohibition under the Prohibition of Electronic Cigarettes Act, 2019, which covers their production, manufacture, import, export, transport, sale, distribution, storage and advertisement.

Products containing lithium-ion, lithium-metal, sodium-ion or other batteries, including mobile phones, laptops, tablets, cameras, power banks, batteries, battery-operated equipment, electric devices, e-bikes, scooters and similar products, may be subject to dangerous-goods requirements, packaging requirements, documentation requirements, quantity restrictions, state or carrier restrictions and restrictions based on the method of transportation. The mere presence of a battery shall not necessarily make a Product prohibited; however, Shoppin may refuse or restrict any such Product where the applicable carrier, route, destination, law or safety requirement does not permit its transportation.

Shoppin may further restrict or refuse the shipment of alcoholic beverages, tobacco and nicotine products, e-cigarettes and vaping products, perfumes and products containing flammable liquids, aerosols, paints, solvents, adhesives, fuels, oils, chemicals, pesticides, fertilisers, gases, fireworks, matches, lighters and other products classified as dangerous goods or hazardous materials.

Shoppin may restrict or refuse the shipment of food products, beverages, medicines, supplements, cosmetics, personal-care products, plants, seeds, soil, agricultural products, animal products, meat, dairy products, biological materials, insects, animals, wildlife products and products derived from protected or endangered species where the relevant jurisdiction requires permits, licences, quarantine clearance, health certificates or other regulatory approvals, or where shipment is prohibited.

Shoppin may also restrict or refuse the shipment of gold, silver, precious metals, precious stones, jewellery, bullion, coins, antiques, cultural property, valuable artwork, high-value collectibles, cash, currency, negotiable instruments and similar high-value items where applicable customs, declaration, import, export, valuation, licensing or reporting requirements apply. For example, Dubai/UAE customs rules impose specific controls and declaration requirements concerning precious metals, precious stones, cash and other categories of goods.

Other restricted categories may include drones, satellite phones, radio transmitters, telecommunications equipment, surveillance equipment, certain medical or surgical equipment, scientific equipment, dual-use goods, products subject to export controls, encryption-related equipment, products requiring government approval, and any Product whose import or export is restricted in the relevant jurisdiction. Indian customs guidance, for example, identifies categories such as firearms, narcotic drugs, counterfeit goods, wildlife products, certain plants and animals, gold and silver, satellite phones and drones as prohibited or restricted in specified circumstances.

The above categories are illustrative and shall not be treated as an exhaustive list. A Product that is lawful in India may nevertheless be prohibited, restricted, licensable or subject to special conditions in another country. Similarly, a Product that is permitted for domestic transportation may be prohibited or restricted for international transportation, air transportation or transportation through a particular carrier or route.

The Customer is solely responsible for providing accurate and complete information concerning the Product, its intended use, destination, recipient and any other information reasonably required for determining shipment eligibility. The Customer shall not conceal, misdescribe, undervalue, misclassify, incorrectly declare or otherwise provide false or misleading information concerning any Product or shipment.

Shoppin may request additional documents, licences, permits, declarations, certificates, prescriptions, identification documents or other information before accepting or completing a Booking. Shoppin may refuse, suspend, cancel or return a Booking where it reasonably believes that the Product or transaction may violate applicable law, customs requirements, sanctions, trade controls, carrier rules, payment-provider requirements or Shoppin’s internal compliance standards.

Where a Product is refused, detained, confiscated, destroyed, returned, delayed or otherwise affected by customs, a government authority, carrier, courier, logistics provider or other competent authority because of its prohibited or restricted nature, the Customer may be responsible for all applicable costs, duties, penalties, storage charges, return charges, disposal charges and other reasonable costs to the extent permitted by applicable law.

Shoppin does not undertake to maintain an exhaustive or permanently current list of prohibited or restricted Products for every country or jurisdiction. Restrictions may change without notice and may differ according to the country of origin, destination country, transit country, carrier, mode of transportation, quantity, value, intended use, licence status and other circumstances. The acceptance of a Product for procurement or shipment shall not constitute a representation or guarantee by Shoppin that the Product is legally importable, exportable, transportable or possessable in the relevant jurisdiction.

The Customer acknowledges that Shoppin may refuse a transaction even where a Product is legally available for purchase, if Shoppin determines that the proposed shipment cannot reasonably be completed in compliance with applicable law, carrier requirements, customs requirements, safety standards or Shoppin’s internal risk and compliance policies.

15. International Shipping, Customs and Restricted Shipments

Shoppin facilitates domestic and international shipping through independent Shipping Providers and logistics partners, subject to service availability, destination restrictions, carrier rules and applicable laws. Delivery timelines communicated by Shoppin are estimates unless expressly guaranteed in writing.

International shipments may be delayed by customs clearance, inspections, documentation requirements, security procedures, weather, transportation disruption, public holidays, strikes, government action, carrier delays, border restrictions or other circumstances outside Shoppin’s reasonable control. Customs duties, import taxes, VAT/GST, brokerage, storage, inspection, clearance and other destination charges shall ordinarily be the responsibility of the Customer or recipient unless expressly agreed otherwise in writing.

A Product that is lawful for purchase or possession in one country may be prohibited or restricted in another country or by a particular carrier. Shoppin may refuse, suspend or cancel any shipment involving prohibited or restricted goods, inaccurate declarations, missing permits, unsafe transport, sanctions, customs restrictions or other legal or operational concerns.

16. Shipping Providers, Lost, Damaged or Delayed Shipments

Shipping Providers are independent third parties and may have their own terms of carriage, prohibited-item rules, claims procedures, delivery procedures, liability limitations and insurance arrangements. Shoppin shall use reasonable efforts to coordinate shipment issues and assist the Customer in initiating or pursuing an available claim, but shall not guarantee the performance or outcome of an independent Shipping Provider or insurer, except to the extent applicable law imposes a direct obligation upon Shoppin.

Where a shipment is lost, damaged, delayed, returned or otherwise affected while in the custody or control of a Shipping Provider, the Customer shall provide the information and evidence reasonably required to pursue the applicable claim. Any compensation, reimbursement or insurance settlement shall be determined in accordance with the relevant Shipping Provider’s or insurer’s terms and procedures.

17. Delivery Address, Failed Delivery and Return to Origin

The Customer is responsible for providing complete and accurate delivery information, including recipient name, address, postal code, telephone number and other information required by the Shipping Provider or customs authorities. Where a shipment is delayed, returned, stored or otherwise affected because of incorrect or incomplete information, recipient unavailability, refusal to accept delivery, failure to provide documents or failure to pay destination charges, resulting charges may be payable by the Customer.

Where a shipment is returned to Shoppin or the Seller because the recipient refuses delivery, fails to collect the shipment, provides an incorrect address, fails to satisfy customs requirements, fails to pay destination charges or otherwise causes the return, additional shipping, storage, customs, handling and re-dispatch charges may apply. Such amounts may be deducted from any amount otherwise refundable to the Customer to the extent permitted by applicable law.

18. Non-Returnable, Customised, Regulated and Special Products

Certain Products may not be eligible for return because of the nature of the Product, Seller policy, hygiene requirements, customisation, perishability, regulatory restrictions or applicable law. Such Products may include customised or personalised Products, perishable Products, opened hygiene-sensitive Products, Products made specifically to Customer specifications, Products subject to regulatory restrictions and Products expressly identified by the Seller as non-returnable.

Prescription medicines, medical products, food, cosmetics, supplements and other regulated goods may be subject to special purchase, prescription, storage, import, customs or licensing requirements. Shoppin may decline to procure or ship such Products where it reasonably believes that the transaction may violate applicable law or the requirements of a Seller, courier, customs authority or other third party.

19. Customer Responsibility and Inspection

The Customer shall provide accurate Product, recipient, delivery, customs and other information and shall respond promptly to communications required for fulfilment. Shoppin shall not be responsible for loss, damage, return, refusal or other consequences resulting directly from inaccurate information, failure to respond, refusal to accept delivery, failure to provide customs documentation or failure to pay applicable charges, except to the extent Shoppin is legally responsible.

Where Shoppin provides inspection, photographs or video, such service is intended to provide reasonable visual information before dispatch and is not a technical, engineering, laboratory, authenticity or professional certification. Shoppin shall exercise reasonable care in packaging Products handled by it, having regard to the nature of the Product and shipping arrangement.

20. Third-Party Seller Responsibility and Refund Flow

The Seller remains responsible for its own Product, including its manufacturing, inventory, quality, warranty, return, exchange and refund obligations. Where a Seller cancels, refuses, delays or fails to fulfil a Product transaction, Shoppin shall use reasonable efforts to communicate with the Seller and seek the remedy available under the Seller’s policy or applicable law.

Where Shoppin receives a Product refund from the Seller on behalf of the Customer, Shoppin shall process the corresponding Customer refund in accordance with this Policy. Shoppin shall not be required to refund an amount that has not been refunded, recovered or otherwise become legally payable to Shoppin by the relevant third party, except where Shoppin itself is legally liable to the Customer.

21. Force Majeure and Unforeseen Events

Shoppin shall not be responsible for delay or failure in procurement, shopping, shipping, delivery, return or refund processing to the extent caused by circumstances beyond its reasonable control, including natural disasters, fire, flood, epidemic, pandemic, war, terrorism, civil unrest, governmental action, sanctions, embargoes, strikes, transportation disruption, customs restrictions, border closures, courier disruption, Seller disruption, payment-system failure, telecommunications failure, cyber incidents or other comparable events. Where reasonably practicable, Shoppin shall communicate material disruptions and use commercially reasonable efforts to assist the Customer in mitigating their consequences.

22. Limitation of Liability and Statutory Rights

Subject to applicable law, Shoppin shall not be liable for indirect, incidental, special, consequential or punitive losses arising solely from the acts or omissions of independent Sellers, manufacturers, Shipping Providers, insurers, payment processors, banks, customs authorities or other third parties. Shoppin shall not be responsible for a third party’s refusal, delay or failure to provide a refund, replacement, return, warranty remedy, insurance settlement or compensation where such obligation rests upon that third party and Shoppin has not itself assumed that obligation.

Nothing in this Policy shall exclude or limit liability, warranty, consumer right, refund right or other remedy which cannot lawfully be excluded, limited or waived under applicable law. Where applicable law imposes an obligation directly upon Shoppin notwithstanding the role of a third party, Shoppin shall comply with such obligation.

23. Changes to This Policy

Shoppin reserves the right to amend or update this Policy from time to time to reflect changes in its Services, business practices, third-party arrangements, shipping processes or applicable law. The revised Policy shall be published on the Website with an updated effective date. The Policy applicable to a Booking shall be determined in accordance with applicable law and the terms communicated to the Customer at the relevant time.

24. Governing Law

This Policy shall be governed by and construed in accordance with the laws of India, subject to any mandatory consumer protection, contractual or other rights and remedies available to the Customer under applicable law.

25. Dispute Resolution and Jurisdiction

Any concern relating to a return, refund, shipment or delivery should initially be communicated to Shoppin through its designated customer-support or grievance mechanism so that Shoppin may reasonably assist in resolving the matter. Nothing in this clause prevents a Customer from approaching any forum, authority, court or other mechanism available under mandatory applicable law.

Subject to mandatory jurisdictional rights available to Customers under applicable law, the courts at Hyderabad, Telangana, India shall have jurisdiction over disputes arising directly from this Policy.

26. Contact Information

For all shipping, return and refund enquiries, Customers may contact:

27. Customer Acknowledgement

By requesting or availing the Services, the Customer acknowledges that Shoppin provides personal shopping, procurement, sourcing and assistance Services and does not ordinarily manufacture the Products procured through its Services. The Customer further acknowledges that Products may be sourced from independent Sellers and transported through independent Shipping Providers and that return, replacement, warranty and Product-refund rights may therefore depend upon the terms and obligations of the relevant Seller, manufacturer, Shipping Provider, insurer or other third party.

The Customer acknowledges that Booking Fees are non-refundable, Products once purchased and Services once commenced cannot ordinarily be cancelled, shipping and payment gateway charges already paid are non-refundable subject to applicable law and the terms of this Policy, and additional charges may apply for shipment changes, returns, exchanges, additional tasks, weight discrepancies, re-dispatch and other services requested after the original Booking.

By using Shoppin’s Services, the Customer confirms that the Customer has read, understood and agreed to this Shipping, Returns & Refunds Policy. Nothing in this acknowledgement shall exclude any liability or statutory right that cannot lawfully be excluded.