Shipping & Delivery Policy

1. Introduction

This Shipping & Delivery Policy ("Policy") governs the shipping and delivery of all products purchased through cart.liwip.com ("Platform"), which is owned and operated by Keystone Commerce Private Limited (CIN: U47912DL2025PTC455970), a company incorporated under the Companies Act, 2013, operating under the brand name LIWIP ("Company", "we", "us" or "our").

This Policy forms an integral part of the Terms of Service of the Platform and should be read together with our Refund Policy. By placing an order on the Platform, you ("Customer", "you" or "your") acknowledge that you have read, understood and agreed to be bound by this Policy.

2. Definitions

For the purposes of this Policy:

Business Day / Working Day

Any day from Monday to Saturday, excluding Sundays and public or gazetted holidays in India.

Dispatch

The handover of the order by the Company to its logistics partner for delivery.

Delivery

The handover of the order to the Customer, or to any person receiving it on the Customer’s behalf, at the delivery address provided at checkout.

Logistics Partner

The third-party courier service engaged by the Company for the pickup, transportation and delivery of orders.

3. Serviceable Areas

We deliver pan-India. Serviceability of the delivery pincode is verified at checkout. Where a pincode is not serviceable, the order cannot be placed. We currently do not ship to addresses outside India.

Certain remote, rural, restricted or hard-to-reach locations may be subject to longer delivery timelines or limited serviceability, as determined by our Logistics Partner.

4. Order Confirmation and Processing

An order is considered confirmed only upon successful receipt of payment. A confirmation will be sent to the email address and/or mobile number provided at checkout.

Confirmed orders are processed, quality-checked, packed and dispatched from our warehouse within 1–3 Business Days. Orders confirmed on Sundays or public holidays will be processed on the next Business Day.

Bulk or wholesale orders may require additional processing time. Where applicable, the expected dispatch date will be communicated to you at the time of order confirmation.

5. Shipping Partner

All orders are shipped through our Logistics Partner, DTDC. Once an order is confirmed and packed, DTDC picks up the product from our warehouse and delivers it directly to the delivery address provided at checkout.

While we engage a reputed Logistics Partner to ensure safe and timely delivery, the transportation and last-mile delivery of orders are carried out by the Logistics Partner in accordance with its own operating procedures.

6. Delivery Timelines

Our standard delivery timeline is 3–5 Working Days from the date of Dispatch.

Actual delivery time depends on the distance between our warehouse and the delivery location. Delivery timelines are indicative estimates and may vary on account of, including but not limited to:

• non-working days, public holidays and festive seasons;
• weather conditions and natural calamities;
• operational delays at the Logistics Partner’s end;
• local restrictions, strikes, regulatory or government action; and
• any other force majeure event beyond our reasonable control.

In the event of any significant delay, we will make reasonable efforts to inform you through the contact details provided at checkout.

7. Shipping Charges

Applicable shipping charges, if any, are calculated based on the order and the delivery location, and are displayed clearly at checkout before payment. No additional shipping charges will be levied after the order is confirmed, except as set out in Clause 10 of this Policy.

Any free-shipping offers or promotions are subject to the terms and conditions communicated at the time of the offer and may be modified or withdrawn at our discretion.

8. Packaging, Invoice and Multiple Shipments

All products are packed securely to minimise the risk of damage during transit. A tax invoice will accompany the shipment or be shared electronically on your registered email address.

Where an order contains multiple products, we will endeavour to ship them together. However, owing to stock availability or product characteristics, an order may be shipped in more than one package. In such cases, separate tracking details will be shared for each shipment, and no additional shipping charges will be levied for the split.

9. Order Tracking

Once the order has been dispatched, tracking details will be shared via SMS, WhatsApp and/or email on the contact details provided at checkout. You may use these details to track the status of your shipment on the Logistics Partner's website. For any assistance with tracking, please contact us using the details in Clause 16.

10. Delivery Address and Failed Deliveries

Customers are responsible for providing a complete and accurate delivery address, pincode and a reachable contact number. The Company shall not be responsible for any delay or non-delivery arising from incorrect, incomplete or inaccessible address details.

If a delivery attempt fails because the Customer is unavailable, unreachable, or refuses to accept the shipment without valid reason, the Logistics Partner may make further delivery attempts. If the shipment is returned to our warehouse after unsuccessful attempts, we will contact you to either arrange re-delivery, for which additional shipping charges may apply, or process a refund in accordance with our Refund Policy, after deducting applicable shipping charges where permitted.

11. Order Modifications

Once an order has been placed, the delivery address cannot be modified, and shipments cannot be expedited. If you need to change the delivery address, please contact us before the order is dispatched. We will make reasonable efforts to accommodate the request, but cannot guarantee the change.

12. Receipt, Inspection and Risk

Please inspect the outer packaging at the time of Delivery. If the package appears damaged, opened or tampered with, you may refuse to accept it and inform us immediately, quoting your order ID.

Delivery shall be deemed complete upon handover of the shipment at the delivery address to the Customer or any person accepting it on the Customer's behalf, as recorded by the Logistics Partner's proof of delivery. Risk in the products passes to the Customer upon such Delivery.

13. Damaged, Defective or Incorrect Products

If you receive a damaged, defective or incorrect product, please notify us within 48 hours of Delivery at Business@keystonecommerce.in, along with your order ID, clear photographs of the product and packaging and, where possible, an unboxing video. Upon verification, such cases will be resolved in accordance with our Refund Policy.

14. Lost or Undelivered Shipments

If your order has not been delivered within 10 Working Days from the date of Dispatch, or if the tracking status shows the shipment as delivered but you have not received it, please contact us within 7 days of the expected delivery date. We will raise the matter with our Logistics Partner and, upon investigation, arrange a replacement or a refund in accordance with our Refund Policy.

15. Order Cancellation

Orders may be cancelled by contacting us before Dispatch. Once an order has been dispatched, it cannot be cancelled and will be governed by our Refund Policy. We reserve the right to cancel any order owing to non-serviceability of the delivery location, stock unavailability, pricing errors or suspected fraudulent activity, in which case any amount paid will be refunded in full to the original payment method.

16. Contact Us

For any queries, concerns or assistance regarding shipping or delivery, please contact:

17. Grievance Officer

In accordance with the Consumer Protection (E-Commerce) Rules, 2020 and the Information Technology Act, 2000, the details of our Grievance Officer are as follows:

Grievances will be acknowledged within 48 hours and resolved within one month from the date of receipt.

18. Governing Law and Jurisdiction

This Policy shall be governed by and construed in accordance with the laws of India. Subject to applicable consumer protection laws, the courts at New Delhi shall have exclusive jurisdiction over any dispute arising out of or in connection with this Policy.

19. Changes to this Policy

We reserve the right to amend or update this Policy at any time without prior notice. Any changes will be effective upon posting on the Platform, and the updated Policy will apply to all orders placed after such posting. We encourage you to review this Policy periodically.