BOONCART – SHIPPING & DELIVERY POLICY

This Shipping & Delivery Policy (“Policy”) is issued by Booncart Private Limited (“Booncart”, “we”, “our”, or “us”). It governs the shipment, delivery, transit handling, and associated fulfilment obligations for all orders placed by customers (“Customer”, “you”, “your”) on our online marketplace, accessible at www.booncart.com (“Platform”). By placing an order on the Platform, the Customer acknowledges and agrees to be bound by this Policy, along with Booncart’s Terms & Conditions, Return/Refund Policy, Privacy Policy, and any other policy or operational guideline that may apply.

Booncart operates as a dual-model marketplace: (i) a Commission Model, in which independent third-party sellers list, pack, and dispatch products directly to customers while Booncart functions solely as an intermediary; and (ii) a Trade Model, in which Booncart directly manages inventory and delivery through authorised logistics partners. The shipment responsibilities, delivery obligations, and liability framework differ depending on which model governs the transaction and shall be interpreted accordingly.

General Shipping Framework

Booncart facilitates delivery of products across India through its logistics service providers or, where applicable, through delivery arrangements managed by sellers themselves. Shipping timelines, estimated dates of delivery, and any applicable delivery charges are communicated at checkout. These timelines are indicative, subject to change based on product availability, seller readiness, geographic limitations, courier capacity, and factors outside Booncart’s control. While we make every reasonable effort to ensure timely delivery, Booncart shall not be liable for delays attributable to courier disruptions, festivals, weather conditions, natural calamities, political disturbances, or other force majeure events.

All shipping charges are governed by Booncart’s logistics framework, under which forward logistics fees are charged based on weight, distance, and product category, and reverse logistics charges apply where returns arise due to seller fault. Volumetric weight rules may apply for large or lightweight products, and the higher of actual weight or volumetric weight will be used for calculating shipping costs. Sellers are responsible for forward and reverse shipping charges in all cases where delays, defects, or incorrect deliveries arise due to their fault, whereas customers may bear delivery charges for standard purchases as displayed at checkout.

Dispatch Responsibilities Under Commission & Trade Models

In the Commission Model, sellers are solely responsible for packing, labelling, and dispatching orders within the service-level timelines communicated to them. Sellers must ensure that the product is packed securely, using adequate protective materials, and complete in all respects. Booncart may require sellers to maintain pre-dispatch photographs or videos of shipments to support investigation of disputes, returns, or damage claims. Risk and responsibility remain with the seller until Booncart’s logistics partner confirms successful delivery to the Customer.

In the Trade Model, Booncart manages the fulfilment process directly, including storage, packaging, dispatch, and coordination with logistics partners. Booncart ensures appropriate packaging standards, inventory quality checks, and timely handover to delivery partners. Notwithstanding the model, all products are shipped only to serviceable pin codes identified by our logistics partners.

Preorders and Customised Products

Products marked as preorders or customised items require additional preparation or manufacturing time. The delivery timelines displayed on the Platform for such products are approximate and may vary due to supplier schedules, production capacity, or unforeseen events. Customers acknowledge that such orders are not cancellable once confirmed, except where Booncart or the seller fails to dispatch the product within sixty (60) days beyond the estimated delivery date, subject to reasonable exceptions communicated in writing. Booncart may provide periodic updates on preorder status where feasible. All preorder and customised items must be packed in accordance with Booncart’s packaging standards, including mandatory outer packaging, fragile-item protective wrapping, and high-value product sealing requirements, to ensure safe and compliant shipment.

Delivery Process and Customer Obligations

Customers will receive tracking information upon dispatch, enabling real-time monitoring of the shipment. Delivery shall be attempted to the address submitted by the Customer at checkout, and it is the Customer’s responsibility to ensure that such information is accurate and accessible. Customers must remain reachable on their registered phone number during the delivery period. For high-value shipments, logistics partners may require OTP verification, government-issued identification, or signature confirmation to secure safe delivery. Delivery agents may decline delivery if identity verification or OTP confirmation is not provided.

If the Customer is unavailable during delivery attempts, if the address is incomplete, or if the Customer refuses to accept the order without a valid reason, the order may be marked as undeliverable and returned to origin (“RTO”). Logistics partners typically attempt delivery up to three (3) times; if the customer remains unreachable or unavailable after these attempts, the shipment will be automatically returned to origin. Booncart shall not be responsible for delays or additional attempts where Customer unavailability causes disruption in delivery.

RTO (Return-to-Origin) Handling

In cases where the shipment is returned due to Customer unavailability, refusal to accept delivery, unreachable/mobile switched off status, or incorrect address, the shipment will be marked as RTO. For prepaid orders, Booncart or the seller may deduct forward-and-reverse shipping charges, payment gateway fees, packaging expenses, and handling charges before issuing the refund. Repeated RTO behaviour may result in restrictions on payment methods, including disabling of Cash-on-Delivery (COD) for that Customer. All logistics partners are required to update the undelivered or RTO status within the stipulated reporting window, typically within__hours of a failed delivery attempt, to ensure timely tracking and processing of returns.

Where the RTO is attributable to courier failure or reasons not attributable to the Customer, the Customer shall receive a full refund without deductions.

COD Deliveries and Special Rules

COD may be offered only in selected regions and for selected products. Booncart reserves the right to disable COD for Customers with a history of repeated order refusals, high RTO frequency, suspicious account activity, or incomplete address verification.

For COD shipments, delivery agents may request OTP verification before completing delivery. Customers must ensure that the exact amount is tendered, as delivery agents may not carry change. Refusal to accept COD delivery without valid cause may result in restrictions on future COD orders.

Seller Shipping Responsibilities (Commission Model)

Sellers must strictly comply with Booncart’s fulfilment protocols, including:

Failure to comply with these obligations may result in penalties, listing suppression, or account suspension. Sellers remain responsible for shipment risk until final delivery confirmation, and Booncart shall not be liable for losses arising during transit where the seller has opted not to insure high-value shipments.

Proof of Delivery and Delivery Confirmation

Delivery agents may seek OTP-based authentication, Customer signature, or ID verification as proof of delivery. In the event of delivery disputes, Booncart’s internal records, courier delivery logs, rider GPS mapping, photographs captured at the point of delivery, and other logistics documentation shall be treated as conclusive evidence of successful or failed delivery.

Delayed, Failed, or Partial Deliveries

In cases of delayed deliveries arising from courier delays, operational issues, weather conditions, or other uncontrollable circumstances, Booncart will make reasonable efforts to expedite the process. However, delays caused by factors beyond our reasonable control shall not render Booncart liable for damages.

Customers must report non-delivery, partial delivery, damaged delivery, or tampered packaging within forty-eight (48) hours of receipt of the product. Claims raised beyond this period may not be eligible for review. Customers seeking redress must provide supporting evidence such as photographs, courier notes, or unboxing videos.

Liability and Transfer of Risk

Risk of loss, theft, or damage to the product passes to the Customer upon successful delivery as per the courier delivery confirmation. Booncart shall not be responsible for any subsequent theft, damage, or loss occurring after delivery confirmation. In the Commission Model, all delivery-related liabilities (including packaging defects, in-transit damage, or misrouting) remain with the seller unless expressly stated otherwise.

Shipping Restrictions and Compliance

Certain pin codes, remote locations, containment zones, and regulation-restricted areas may not be serviceable by our logistics partners. Additionally, certain categories of products such as perishables, restricted goods, hazardous items, or products regulated under specific statutes—may be subject to additional shipping restrictions or extended timelines.

Grievances and Customer Support

For concerns relating to delivery, including non-delivery, partial delivery, damaged items, or delayed shipments, Customers may write to Booncart’s support team at [email protected] within the stipulated reporting window. Booncart shall review each complaint based on courier logs, Seller inputs, and available evidence, and the decision rendered after such investigation shall be final and binding.

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