SHIPPING AND DELIVERY POLICY
SHIPPING AND DELIVERY POLICY
SHIPPING AND DELIVERY POLICY
1. INTRODUCTION
This Shipping and Delivery Policy describes the procedures applicable to the processing, dispatch, shipment and delivery of products purchased directly through www.svetara.com.
The Website is operated by We Retail Network, Jamshedpur, Jharkhand, under the fashion jewellery brand S V E T A R A (“SVETARA”, “we”, “us” or “our”).
This Policy must be read together with SVETARA’s:
- Terms and Conditions;
- Cancellation and Refund Policy;
- Return, Exchange and Refund Policy;
- Privacy Policy;
- Payment Policy; and
- other policies displayed on the Website.
By placing an order through www.svetara.com, the customer acknowledges and agrees to this Shipping and Delivery Policy.
2. SHIPPING COVERAGE
SVETARA currently ships orders to serviceable postal addresses within India.
Delivery availability depends on:
- the delivery PIN code;
- courier-service availability;
- applicable legal or regulatory restrictions;
- product type;
- payment method;
- order value;
- operational limitations; and
- other circumstances relevant to delivery.
Entering a delivery PIN code or receiving an order acknowledgement does not guarantee that the address will remain serviceable until dispatch.
Where a delivery address becomes unserviceable after the order is placed, SVETARA may:
- request an alternative serviceable address;
- arrange collection from an available courier location with the customer’s consent;
- hold the order temporarily;
- use another courier partner; or
- cancel the affected order and issue an applicable refund.
International shipping is not available unless it is expressly offered and enabled on the Website at checkout.
3. SHIPPING CHARGES
SVETARA offers free standard shipping on orders above ₹499 within India.
For orders of ₹499 or below:
- applicable shipping charges will be displayed at checkout before payment;
- the customer will have an opportunity to review the charge before confirming the order; and
- the charge may vary according to delivery location, order value, courier availability, weight or promotional conditions.
Additional charges may apply for:
- cash-on-delivery orders;
- express or priority shipping;
- special handling;
- gift packaging;
- remote-area delivery;
- re-dispatch after failed delivery;
- address correction after dispatch; or
- another optional service selected by the customer.
Any applicable charge will be disclosed before order confirmation wherever reasonably practicable.
Shipping promotions may be subject to separate minimum-order values, product exclusions, customer eligibility and validity periods.
4. ORDER CONFIRMATION
After an order is placed, the customer may receive an acknowledgement through:
- email;
- SMS;
- WhatsApp;
- Website account notification; or
- another authorised communication channel.
An order acknowledgement confirms that we have received the order. It does not necessarily mean that the order has been finally accepted or dispatched.
Every order remains subject to:
- successful payment or COD verification;
- stock availability;
- customer and address verification;
- fraud and security checks;
- delivery serviceability;
- purchase limits;
- regulatory compliance; and
- acceptance under SVETARA’s Terms and Conditions.
5. ORDER PROCESSING
Orders are processed on business days, excluding:
- Sundays;
- national or state public holidays;
- declared non-working days;
- unavoidable operational closures; and
- days affected by circumstances beyond our reasonable control.
Orders placed after the daily order-processing cut-off may be processed on the following business day.
During sales, festivals, promotional events, product launches or periods of high demand, processing may require additional time.
6. DISPATCH TIMELINE
SVETARA ordinarily aims to dispatch an in-stock order within one business day after:
- successful order placement;
- payment confirmation, where applicable;
- completion of necessary verification; and
- confirmation that the delivery address is serviceable.
Dispatch may take longer where:
- payment verification is pending;
- the order is placed on a non-business day;
- the delivery address requires clarification;
- an item requires special packaging;
- the order contains multiple products;
- a product is temporarily unavailable;
- the order is considered high-risk;
- additional customer verification is required;
- there is an unusually high order volume; or
- circumstances outside our reasonable control affect processing.
A dispatch estimate is not a guarantee of dispatch at a particular date or time.
7. ESTIMATED DELIVERY TIME
Standard delivery will ordinarily take approximately four to five business days after dispatch.
Actual delivery time may vary depending on:
- the customer’s location;
- courier network coverage;
- distance from the dispatch location;
- local delivery conditions;
- weather;
- public holidays;
- weekends;
- transport disruption;
- strikes or civil disturbance;
- regulatory checks;
- customer availability;
- incorrect or incomplete address information;
- natural disasters;
- force-majeure events; or
- other circumstances beyond our reasonable control.
Delivery to remote, rural, difficult-access or limited-service locations may require additional time.
The estimated delivery date displayed on the Website, order confirmation or courier tracking page is an estimate and not a guaranteed delivery commitment unless SVETARA expressly confirms otherwise in writing.
8. EXPRESS OR PRIORITY DELIVERY
Express, same-day, next-day or priority delivery may be offered for selected products, customers or PIN codes.
Where such a service is offered:
- availability will be shown at checkout;
- additional charges may apply;
- the delivery commitment may be subject to an order cut-off time;
- the service may not be available on holidays or weekends; and
- delivery remains subject to payment verification, address accuracy and courier operations.
Selecting express delivery does not guarantee delivery where delay is caused by:
- incorrect customer information;
- customer unavailability;
- force majeure;
- a regulatory restriction;
- courier disruption; or
- another circumstance outside our reasonable control.
Where a separately paid express-delivery service is not provided for a reason attributable solely to SVETARA, the express-delivery charge may be refunded, subject to verification.
9. SHIPPING PARTNERS
SVETARA may use third-party courier, postal, logistics and fulfilment providers to deliver orders.
The courier partner may vary depending on:
- the delivery PIN code;
- parcel size and value;
- courier performance;
- COD availability;
- security requirements;
- operational capacity; and
- other delivery considerations.
The customer cannot insist on a particular courier unless SVETARA expressly provides that option.
SVETARA may change the assigned courier at any time before or during shipment where reasonably necessary.
10. ORDER TRACKING
After dispatch, available tracking information may be shared through:
- email;
- SMS;
- WhatsApp;
- the customer’s Website account; or
- the courier’s tracking page.
Tracking activation may require some time after the shipping label is created or the parcel is handed to the courier.
A temporary absence of tracking movement does not necessarily mean that the shipment has not moved.
Customers are responsible for monitoring available tracking information and remaining reasonably available for delivery.
11. ACCURATE DELIVERY INFORMATION
The customer must provide a complete and accurate:
- recipient name;
- house, apartment or building number;
- street or locality;
- landmark, where necessary;
- city;
- state;
- PIN code;
- mobile number;
- email address; and
- GST or billing information, where applicable.
SVETARA and its courier partners may rely on the information supplied by the customer.
SVETARA will not be responsible for avoidable delay, failed delivery or additional cost arising from:
- an incorrect address;
- an incomplete address;
- an incorrect PIN code;
- an incorrect or inactive mobile number;
- incorrect recipient information;
- inaccessible premises;
- failure to provide required entry permission; or
- other materially inaccurate information supplied by the customer.
12. ADDRESS CHANGES
A request to change the shipping address must be submitted before dispatch.
Address changes are not guaranteed and are subject to:
- order-processing status;
- courier restrictions;
- PIN-code serviceability;
- fraud-prevention checks; and
- applicable shipping charges.
Once the order has been dispatched, the courier may not permit an address change.
Where an address change after dispatch is technically possible, the customer may be required to pay:
- redirection charges;
- additional shipping charges;
- return-to-origin charges; or
- re-dispatch charges.
Changing the shipping address may change the estimated delivery date.
13. BILLING AND SHIPPING ADDRESSES
The billing address and delivery address may be different unless restricted because of:
- payment verification;
- GST invoicing;
- fraud-prevention requirements;
- courier limitations; or
- applicable law.
The customer is responsible for ensuring that both addresses are accurate before order confirmation.
Where a business or GST invoice is requested, the customer must provide accurate invoice details before invoice generation.
Changes to an invoice after generation will be subject to applicable GST laws and statutory limitations.
14. SPLIT SHIPMENTS
An order containing multiple products may be delivered in more than one shipment.
Products may be split because of:
- separate inventory locations;
- packaging requirements;
- product availability;
- courier limitations;
- security requirements; or
- operational efficiency.
Each shipment may have:
- a separate tracking number;
- a separate delivery date;
- a separate invoice or shipment document; and
- a different courier partner.
A partial delivery does not mean that the remaining products have been cancelled.
The customer should review the Website account or tracking notifications for the status of the remaining shipment.
15. PACKAGING
SVETARA takes reasonable care to package fashion jewellery securely for transportation.
Depending on the product, packaging may include:
- protective wrapping;
- jewellery cards;
- pouches;
- jewellery boxes;
- tamper-evident packaging;
- cushioning material;
- outer shipping packaging;
- care instructions;
- invoices; and
- other protective components.
Packaging design, colour and materials may change without prior notice.
Branded boxes, pouches and packaging are intended to protect and present the product. Minor cosmetic damage to outer courier packaging that does not affect the jewellery will not ordinarily constitute product damage.
16. DELIVERY ATTEMPTS
The courier partner may make one or more delivery attempts depending on its operational policy.
The courier may contact the customer through:
- telephone;
- SMS;
- WhatsApp;
- email;
- automated call; or
- another available method.
The customer must remain reasonably available and cooperate with delivery attempts.
Delivery may fail where:
- the customer is unavailable;
- the recipient refuses the parcel;
- the address is inaccessible;
- the mobile number is unreachable;
- the address is incorrect;
- the customer does not provide a required OTP;
- COD payment is unavailable;
- entry is denied by security personnel; or
- another customer-attributable issue prevents delivery.
17. DELIVERY TO AN AUTHORISED RECIPIENT
Delivery may be completed to:
- the named customer;
- a family member;
- a household member;
- an employee;
- reception personnel;
- building security personnel;
- a concierge;
- another person present at the address who appears reasonably authorised to receive the package; or
- another recipient expressly authorised by the customer.
Delivery to such a person at the address supplied by the customer may be treated as successful delivery.
The customer is responsible for ensuring that any authorised recipient is informed about the delivery and safely transfers the package to the customer.
SVETARA will not be responsible for loss occurring after valid delivery to an authorised recipient, except where liability cannot lawfully be excluded.
18. DELIVERY VERIFICATION
The courier may verify delivery using:
- an OTP;
- recipient signature;
- recipient name;
- delivery photograph;
- digital delivery scan;
- GPS or location record;
- telephone confirmation;
- identification verification;
- courier system record; or
- another lawful proof-of-delivery method.
Customers must not share a delivery OTP before:
- the courier has arrived;
- the correct package is physically available for handover; and
- the customer or authorised recipient is ready to accept delivery.
Sharing an OTP before receiving the package may create a false delivery confirmation.
Courier proof-of-delivery records may be relied upon as evidence of delivery, subject to investigation of any genuine dispute and applicable law.
19. CASH ON DELIVERY
Cash on delivery may be available for selected:
- products;
- order values;
- customers;
- addresses; and
- PIN codes.
COD availability may be withdrawn or restricted where:
- the order value exceeds a prescribed limit;
- the delivery location is not eligible;
- the customer has repeatedly refused deliveries;
- previous COD orders were returned to origin;
- fraud or misuse is suspected;
- the courier does not support COD; or
- operational or security considerations require restriction.
The customer must pay only the amount displayed on the invoice, order confirmation or courier collection request.
The customer should not pay an amount higher than the authorised COD amount.
Where a courier requests an unauthorised additional payment, the customer should refuse delivery and immediately contact SVETARA.
Availability of cash, card or UPI payment at the time of COD delivery depends on the courier. Customers should be prepared to use the payment method communicated for the order.
20. OPEN-BOX DELIVERY
Open-box delivery is not available unless it is expressly offered for the particular order or delivery location.
Where open-box delivery is not offered, the courier is not required to allow the package to be opened before delivery acceptance.
After receiving the parcel, the customer should inspect it promptly and follow SVETARA’s Return, Exchange and Refund Policy if there is any problem.
21. TAMPERED OR VISIBLY DAMAGED PACKAGES
The customer should inspect the external package before accepting delivery.
Where the parcel appears:
- opened;
- torn;
- crushed;
- resealed;
- wet;
- materially damaged; or
- otherwise visibly tampered with,
the customer should, where reasonably possible:
- refuse delivery;
- ask the courier to record the reason;
- photograph or record the package;
- preserve any courier communication; and
- inform SVETARA promptly.
If the customer accepts a visibly damaged package, the customer should record an unboxing video showing:
- the unopened package;
- the shipping label;
- all sides of the package;
- the opening process; and
- the condition and contents of the parcel.
Acceptance of a visibly damaged package does not automatically eliminate a genuine statutory claim, but available evidence may be required to establish what occurred.
22. UNBOXING VIDEO
An uninterrupted unboxing video is strongly recommended for claims involving:
- an empty parcel;
- missing jewellery;
- missing product components;
- an incorrect product;
- transit damage;
- package tampering;
- substituted contents; or
- an incomplete order.
The video should begin before the package is opened and should clearly display:
- the shipping label;
- all sides of the sealed parcel;
- the opening process;
- internal packaging; and
- the complete contents.
The absence of an unboxing video will not automatically defeat a genuine claim where the issue can be reasonably established through other reliable evidence.
23. DELIVERED STATUS BUT PACKAGE NOT RECEIVED
Where courier tracking states “Delivered” but the customer has not received the package, the customer should notify SVETARA within 48 hours of the delivery update.
The customer should first check with:
- family members;
- household members;
- neighbours;
- security personnel;
- reception;
- office staff;
- authorised recipients; and
- any safe location around the premises.
SVETARA may request the courier to investigate and may obtain:
- proof of delivery;
- GPS records;
- delivery photographs;
- recipient information;
- OTP records;
- call records; or
- other available delivery evidence.
A delivery dispute will be resolved after reviewing the available evidence.
Prompt reporting assists investigation. Delay in reporting may reduce the availability of courier records but will not automatically extinguish a right that cannot lawfully be excluded.
24. MISSING, DAMAGED OR INCORRECT PRODUCT
A claim relating to a missing, damaged, incomplete or incorrect product must be submitted in accordance with SVETARA’s three-day Return, Exchange and Refund Policy.
The customer should retain:
- the product;
- all packaging;
- shipping label;
- jewellery box or pouch;
- invoice;
- tags;
- certificates;
- free gifts; and
- photographs or video evidence.
The product must not be:
- worn;
- used;
- repaired;
- cleaned;
- altered; or
- discarded
before the claim is investigated.
25. DELIVERY DELAYS
SVETARA and its courier partners will make commercially reasonable efforts to deliver orders within the estimated period.
Delivery may be delayed by:
- severe weather;
- flood, fire or natural disaster;
- epidemic or public-health restrictions;
- strikes;
- civil disturbance;
- political disruption;
- road, rail or air interruption;
- government restrictions;
- public holidays;
- courier network congestion;
- technical failures;
- cyber incidents;
- incorrect customer information;
- security checks;
- transport accidents;
- force majeure; or
- another circumstance beyond reasonable control.
Where a delay occurs, the customer may continue to track the shipment or contact SVETARA for assistance.
A delay does not automatically entitle the customer to compensation for indirect, incidental or consequential loss.
Where delivery becomes impossible or is unreasonably delayed, SVETARA may cancel the order and provide an applicable refund in accordance with law and our Cancellation and Refund Policy.
26. SPECIFIC DELIVERY DATES OR OCCASIONS
SVETARA does not guarantee delivery by a particular:
- birthday;
- wedding;
- festival;
- anniversary;
- travel date;
- event;
- ceremony; or
- other occasion
unless a written guaranteed-delivery commitment has been expressly provided by SVETARA.
Customers should place time-sensitive orders sufficiently in advance.
SVETARA will not be liable for loss of an occasion, opportunity or anticipated use resulting from a delivery delay, except where such liability cannot lawfully be excluded.
27. CUSTOMER REFUSAL OF DELIVERY
Where a customer refuses a valid shipment without an approved cancellation or legally valid reason, the shipment may be returned to origin.
For a preference-based refusal, SVETARA may deduct reasonable and lawfully recoverable costs relating to:
- forward shipping;
- return-to-origin shipping;
- COD processing;
- handling;
- packaging; or
- re-dispatch.
No such deduction will be made where the refusal was caused by:
- a visibly tampered parcel;
- an incorrect COD amount;
- delivery of an obviously incorrect shipment;
- SVETARA’s confirmed error; or
- another circumstance in which deduction would be unlawful.
28. RETURN-TO-ORIGIN SHIPMENTS
An order may be marked return-to-origin where delivery fails because of:
- incorrect address;
- incomplete address;
- incorrect PIN code;
- customer unavailability;
- unreachable telephone number;
- refusal of delivery;
- failure to provide OTP;
- failure to make COD payment;
- repeated failed attempts;
- restricted access;
- courier serviceability issues; or
- another delivery failure.
A prepaid return-to-origin order will be reviewed after it reaches SVETARA.
Any eligible refund will be processed only after:
- the shipment is physically received;
- the parcel is matched with the original order;
- the product is verified; and
- refund eligibility is confirmed.
Reasonable shipping and return-to-origin costs may be deducted where the failure was attributable to the customer and such deduction is permitted by law.
29. RE-DISPATCH
A returned or undelivered product may be re-dispatched at SVETARA’s discretion and subject to:
- product availability;
- address verification;
- payment verification;
- serviceability;
- payment of applicable re-shipping charges; and
- the customer’s delivery history.
SVETARA is not obligated to re-dispatch an order repeatedly.
Where re-dispatch is not approved, the eligible refund will be processed under the Cancellation and Refund Policy.
30. LOST SHIPMENTS
A shipment may be treated as lost only after the courier completes its investigation and confirms that the parcel cannot be located or delivered.
Where a prepaid shipment is confirmed lost before delivery, SVETARA may:
- dispatch a replacement, subject to availability; or
- issue an applicable refund.
The customer will not be required to pay for a replacement shipment where the loss occurred before valid delivery and was not caused by the customer.
31. PARTIAL DELIVERY
Where only part of an order is delivered, the customer should first verify whether the order was divided into separate shipments.
If the missing item is not part of another shipment, the customer must notify SVETARA within three calendar days after delivery of the relevant parcel.
The customer should provide:
- order number;
- shipping label;
- package photographs;
- unboxing video, where available;
- list of products received; and
- details of the missing product.
The claim will be investigated before a replacement or refund is approved.
32. DELIVERY TO COMMERCIAL OR SHARED PREMISES
For orders delivered to:
- offices;
- commercial buildings;
- hotels;
- hostels;
- hospitals;
- gated communities;
- apartments;
- reception desks;
- mailrooms; or
- shared premises,
delivery to the reception, security desk, mailroom or another person reasonably authorised to receive parcels may constitute successful delivery.
The customer is responsible for complying with the premises’ access and parcel-handling procedures.
33. DELIVERY TO HOTELS OR TEMPORARY ADDRESSES
Customers ordering to a hotel, guest house, hostel, serviced apartment or temporary accommodation are responsible for:
- confirming that the premises accepts parcels;
- providing the booking or room name correctly;
- remaining present during the delivery period;
- informing the premises about the delivery; and
- collecting the package promptly.
SVETARA will not be responsible where the premises refuses, misplaces or returns a parcel after valid delivery or attempted delivery.
34. SECURITY AND FRAUD VERIFICATION
SVETARA may conduct additional verification before dispatch or delivery where:
- the order value is unusually high;
- billing and shipping information differ materially;
- multiple orders are placed using similar information;
- payment risk is identified;
- the order appears intended for unauthorised resale;
- customer information cannot be verified; or
- fraud or misuse is reasonably suspected.
Verification may include:
- telephone confirmation;
- email confirmation;
- OTP verification;
- payment-provider verification;
- address confirmation;
- identity confirmation; or
- cancellation and refund where verification cannot be completed.
SVETARA may delay or cancel an order where necessary to prevent fraud or protect customers and the business.
35. COURIER COMMUNICATIONS AND SAFETY
A courier representative may contact the customer only for legitimate delivery purposes.
Customers should not disclose:
- UPI PINs;
- card PINs;
- CVVs;
- internet-banking passwords;
- payment OTPs;
- account passwords; or
- other confidential financial credentials.
A delivery OTP should be shared only when the parcel is physically being handed over.
SVETARA is not responsible for losses caused by the customer voluntarily sharing confidential payment or authentication information with an unauthorised person, except where liability cannot lawfully be excluded.
36. CUSTOMER DATA SHARED FOR DELIVERY
To fulfil an order, SVETARA may share necessary information with courier and logistics providers, including:
- customer name;
- delivery address;
- mobile number;
- order value;
- COD amount;
- parcel information; and
- delivery instructions.
Such processing will be governed by SVETARA’s Privacy Policy and applicable law.
37. OWNERSHIP AND RISK
Subject to applicable law, risk of accidental loss or damage passes to the customer after valid delivery to:
- the customer;
- an authorised recipient; or
- another person reasonably authorised at the delivery address.
Ownership of the product passes after:
- full payment has been received; and
- the product has been validly delivered,
unless applicable law requires otherwise.
38. CANCELLATION DURING SHIPPING
A customer may submit a cancellation request in accordance with SVETARA’s Cancellation and Refund Policy.
Where the product has already been dispatched:
- cancellation cannot be guaranteed;
- the courier may be asked to stop delivery where operationally possible;
- the customer may be asked to refuse delivery; or
- the product may need to be returned after delivery.
For a dispatched or delivered product, no refund will be processed until the product is received by SVETARA and passes the applicable verification and quality inspection.
39. REFUNDS FOR UNDELIVERED ORDERS
Where a prepaid order is cancelled because it cannot be delivered, the eligible refund will ordinarily be initiated only after:
- the shipment is returned to SVETARA;
- the shipment is matched with the original order;
- the product is received in the expected condition; and
- refund eligibility is approved.
Refunds will be processed in accordance with the Cancellation and Refund Policy.
The time taken by the bank, card issuer, UPI provider or payment gateway after refund initiation is outside SVETARA’s direct control.
40. FORCE MAJEURE
SVETARA will not be responsible for delay, interruption or failure caused by an event beyond its reasonable control, including:
- act of God;
- natural disaster;
- flood;
- fire;
- storm;
- earthquake;
- epidemic or pandemic;
- war;
- terrorism;
- riot;
- civil disturbance;
- strike;
- labour dispute;
- transport failure;
- courier disruption;
- internet or telecommunications failure;
- cyberattack;
- power failure;
- governmental action;
- regulatory restriction;
- court order;
- material shortage; or
- supply-chain interruption.
Affected obligations will be suspended for the duration of the event.
Where performance becomes impossible or commercially impracticable, SVETARA may cancel the order and provide an applicable refund.
41. LIMITATION OF LIABILITY
To the fullest extent permitted by applicable law, We Retail Network, SVETARA and their proprietors, employees, representatives, suppliers, contractors and logistics partners will not be responsible for:
- indirect loss;
- incidental loss;
- consequential loss;
- loss of profits;
- loss of revenue;
- loss of opportunity;
- loss of an event or occasion;
- inconvenience resulting from a delivery delay;
- loss caused by an incorrect address supplied by the customer;
- loss occurring after valid delivery;
- loss caused by sharing an OTP or confidential credential;
- loss caused by customer refusal or unavailability;
- loss caused by unauthorised persons at the delivery address; or
- delay caused by circumstances outside reasonable control.
Where liability may lawfully be limited, SVETARA’s aggregate liability relating to a shipment will not exceed the amount actually paid for the affected product or order.
Nothing in this Policy excludes or limits liability that cannot lawfully be excluded, including mandatory consumer rights or liability arising from fraud, wilful misconduct or another legally non-excludable matter.
42. CUSTOMER INDEMNITY
To the fullest extent permitted by law, the customer agrees to indemnify and hold harmless We Retail Network, SVETARA and their personnel and service providers against third-party claims, losses, costs and reasonable legal expenses arising from:
- materially false delivery information supplied by the customer;
- fraudulent non-delivery claims;
- misuse of COD facilities;
- misuse of OTPs or delivery verification;
- unlawful use of the Website or courier services;
- unauthorised resale or diversion of products;
- impersonation;
- payment fraud; or
- another unlawful or dishonest act by the customer.
This indemnity does not apply to the extent that the relevant loss was caused by SVETARA’s own fraud, wilful misconduct, gross negligence or liability that cannot lawfully be excluded.
43. STATUTORY RIGHTS
Nothing in this Shipping and Delivery Policy excludes or restricts any right or remedy that a consumer is legally entitled to exercise.
SVETARA will provide an appropriate remedy where required by applicable law if:
- the product is not delivered;
- an incorrect product is delivered;
- the product is damaged or defective;
- the package is incomplete;
- the product is materially different from its description;
- the product is unsafe or spurious; or
- another legally actionable delivery failure occurs.
Any exclusion, limitation or deduction in this Policy applies only to the maximum extent permitted by law.
44. POLICY UPDATES
SVETARA may update this Policy to reflect changes in:
- applicable law;
- courier arrangements;
- shipping charges;
- serviceable areas;
- product categories;
- technology;
- security procedures;
- operational requirements; or
- business practices.
The Policy applicable to an order will ordinarily be the version displayed when the order was placed, except where:
- a later version is more favourable to the customer;
- a change is required by law; or
- the customer and SVETARA agree otherwise.
The revised Policy will be published with an updated “Last Updated” date.
45. CUSTOMER SUPPORT
For shipping, tracking and delivery assistance, contact:
- customer name;
- order number;
- registered mobile number;
- tracking number;
- description of the issue; and
- supporting photographs, videos or documents, where applicable.
46. GRIEVANCE REDRESSAL
Consumer grievances relating to shipping or delivery may be submitted to:
SVETARA will endeavour to:
- acknowledge a consumer complaint within forty-eight hours; and
- resolve the complaint within one month from the date of receipt,
subject to receiving the information reasonably required to investigate the matter.
Nothing in this Policy prevents a consumer from approaching:
- the National Consumer Helpline;
- a Consumer Disputes Redressal Commission;
- the Central Consumer Protection Authority;
- a competent court; or
- another authority having jurisdiction.
47. GOVERNING LAW
This Shipping and Delivery Policy is governed by the laws of India.
Subject to non-waivable consumer rights and the jurisdiction of legally competent consumer authorities, courts and tribunals having jurisdiction over Jamshedpur, Jharkhand may exercise jurisdiction in matters arising from this Policy.
48. COMPANY INFORMATION
By placing an order through www.svetara.com, the customer confirms that they have read and understood this Shipping and Delivery Policy.
