Shipping & Delivery

01About this policy

This policy explains how we deliver orders to addresses in India: the delivery options, charges and timings, Cash on Delivery, and what happens if a delivery is delayed or cannot be completed. It forms part of our Terms of Use.

Orders delivered in India are sold by Aquadoir India ([LEGAL NAME OF THE INDIAN BUSINESS]), [REGISTERED ADDRESS], Ahmedabad, Gujarat, India. Orders delivered to the United Kingdom follow our UK Shipping & Delivery Policy, and orders delivered anywhere else follow our Global Shipping & Delivery Policy.

Nothing in this policy affects your rights under the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020.

02Where we deliver

We deliver to addresses across India that our courier partners serve. When you enter your address at checkout, we show the delivery options available for it, with the charge and an expected arrival window, before you pay.

If we find after you order that we cannot deliver to your address, we will tell you and refund you in full to your original payment method within 48 hours.

03Delivery options and times

Delivery times are counted from the day your order is dispatched, and the arrival window shown at checkout already includes the time we need to pack your order. They are estimates: remote areas, weather, festivals, strikes and courier delays can add time. If your order is late, you have the remedies in our Returns & Refunds Policy.

04Delivery charges and free delivery

• The delivery charge for the option you choose is shown at checkout and included in the total you see before you pay. Nothing is added after you place your order.
• Standard tracked delivery is free when the pieces in your order add up to ₹2,000 or more after any promo code. Free delivery applies to India Standard Tracked only; the Ahmedabad Same or Next Day option is always charged.
• Prices on our website are in Indian rupees and include GST. Delivery charges are shown separately on your order and tax invoice.
• We do not charge any extra fee for Cash on Delivery.

05Cash on Delivery (Ahmedabad only)

Cash on Delivery (COD) is available only for delivery addresses in Ahmedabad (the city Ahmedabad, or a PIN code starting 380), with any delivery option. The checkout shows the COD option as soon as you enter an Ahmedabad address. For every other address in India, please pay online by UPI, card or net banking.

• Pay the courier when your parcel arrives. Please keep the exact amount ready, and do not hand over money until you have the parcel.
• Our courier partners will never ask for more than the amount shown on your order.
• We may call, message or email you to confirm a COD order before dispatch. If we cannot reach you, we may hold the order or cancel it, and will tell you if we do.
• We may set a maximum value for COD orders, or turn off COD for an address or phone number with a history of refused COD parcels. Online payment always remains available.

06Dispatch and tracking

• Every piece is inspected and packed by hand. We aim to dispatch every order within 48 hours of confirming it, not counting Sundays and public holidays.
• You receive an order confirmation email when you place your order, and an email with your tracking details as soon as your parcel is on its way.
• If your order contains several pieces, they may arrive in more than one parcel. Each parcel has its own tracking.
• To change your delivery address, email us before your order is dispatched. Once a parcel is with the courier, we cannot always change it.

07Pieces sent from our UK studio

We keep stock in India and in the United Kingdom. Orders delivered in India are normally sent from our studio in Ahmedabad. If a piece you order is only in stock at our UK studio, we will email you before we send it, with the new estimated delivery date. You can then choose to go ahead, or cancel that piece free of charge for a full refund.

If you go ahead, we handle customs clearance and pay any import duty and tax, so the total you paid at checkout is all you pay. If you chose Cash on Delivery, we may ask you to pay online before we send a piece from the UK.

08Receiving your parcel

• Please make sure someone is available at the address to receive the parcel. The courier may call the phone number on your order.
• Check the outer packaging before you accept it. If it is visibly damaged, opened or tampered with, please refuse it or note it with the courier, take a photo, and tell us. See damaged, faulty or wrong items.
• If tracking shows your parcel as delivered but you have not received it, please tell us within 7 days so we can investigate with the courier. If it cannot be found, we will send a replacement or refund you in full.

09Failed deliveries and wrong addresses

Couriers usually make up to three delivery attempts. If a parcel cannot be delivered because the address was incorrect or incomplete, or nobody was available, it is returned to us. We will then contact you to send it again (a new delivery charge may apply) or refund you as set out in our Returns & Refunds Policy. Please check your address and phone number carefully at checkout.

10Late or missing deliveries

If your order has not arrived by the end of the arrival window shown at checkout, please contact us and we will chase the courier for you. If it then arrives late, you can return it within 14 days of delivery for a full refund including the delivery charge. If it still has not arrived, you can cancel it and we will refund you in full. Details are in our Returns & Refunds Policy.

11Ownership and risk

Your order is our responsibility until it is delivered to the address you gave us. If it is lost or damaged before then, we will replace it or refund you in full. The pieces become yours once they are delivered and paid for (for Cash on Delivery, when you pay the courier).

12Contact and grievances

Questions about a delivery? Email care@aquadoir.com or call +91 6353731518 with your order number. If you are not happy with how we have handled your query, you can escalate it to our Grievance Officer, who will acknowledge it within 48 hours and resolve it within one month.

SELLER

Aquadoir India ([LEGAL NAME OF THE INDIAN BUSINESS])

REGISTERED ADDRESS

[REGISTERED ADDRESS], Ahmedabad, Gujarat, India

GSTIN

[GSTIN]

CUSTOMER CARE

care@aquadoir.com
+91 6353731518

GRIEVANCE OFFICER

Parth Darji, Grievance Officer
parthdarji@aquadoir.com (subject: "Grievance")

RESPONSE TIMES

Acknowledged within 48 hours. Resolved within one month.

You can also contact the National Consumer Helpline by dialling 1915 or visiting consumerhelpline.gov.in.