Shipping & Delivery

Part 1: Introduction and Scope

1.1 Purpose of This Policy

This Shipping and Delivery Policy (“Policy”) outlines the terms, conditions, and procedures governing the shipment and delivery of all products (“Products”) purchased from Snichein through the Website (www.snichein.com) to customers (“you” or “Customer”).

This Policy is legally binding on all customers who place orders and create an express contract for shipping and delivery services. By placing an order with Snichein, you automatically agree to all terms outlined in this Policy.

1.2 Key Definitions

• “Shipping Partner” means Shiprocket or other authorized logistics partners used by Snichein for order fulfillment and delivery.
• “Courier Partner” means third-party courier companies (DHL, FedEx, BlueDart, India Post, local couriers, etc.) operating under Shiprocket’s network.
• “Order” means your confirmed purchase of Products displayed on the Website.
• “Dispatch Date” means the date on which your order leaves Snichein’s warehouse/facility.
• “Delivery Date” means the date on which the parcel reaches the delivery address provided by you.
• “Delivery Address” means the physical location you specified at checkout where the order should be delivered.
• “PIN Code” means the postal index number (ZIP code) for your delivery location.
• “Tracking Number” means the unique identifier (Air Waybill/AWB number) provided by the shipping partner for tracking your order.
• “Non-Delivery Report (NDR)” means a delivery attempt failure reported by the courier partner.
• “Return to Origin (RTO)” means the reversal of shipment back to the sender when delivery cannot be completed.

1.3 Policy Scope

This Policy applies to:

• All domestic deliveries within India
• All orders placed through www.snichein.com
• All delivery addresses within serviceable PIN codes
• All customers regardless of payment method (Prepaid, COD, or Guest Checkout)

This Policy does NOT apply to:

• International deliveries (covered by separate International Shipping Policy if applicable)
• Bulk/B2B orders (covered by separate B2B Shipping Terms)
• Products not listed on the Website

Part 2: Shipping Partners and Logistics Network

2.1 Shipping Partner Information

Primary Shipping Partner: Shiprocket

Shiprocket Services Utilized:

• Multi-carrier logistics platform
• Coverage: 24,000+ PIN codes across India
• Courier Network: 25+ authorized courier partners
• Tracking Integration: Real-time tracking across all partners
• Notification System: SMS, Email, WhatsApp updates

Courier Partners Operating Through Shiprocket:

• FedEx (Speed Post, Express)
• Blue Dart Express
• DHL Express
• India Post (Speed Post, Parcel)
• Local and Regional Courier Partners
• Express Distribution Networks

2.2 Selection of Courier Partner

Carrier Selection Process:

Snichein uses an automated carrier selection algorithm to choose the best courier partner based on:

• Delivery location (PIN code)
• Order value
• Delivery timeline requirements
• Courier partner availability in the region
• Service reliability ratings
• Cost optimization

Snichein’s Non-Liability for Carrier Selection:

Snichein is NOT responsible for:

• Courier partner selection
• Courier partner performance or delays
• Courier partner service quality
• Courier partner mishandling or negligence
• Any issues arising from courier partner services

You agree that selection and performance of the courier partner is a matter between Snichein and the courier partner, and NOT your direct concern except for tracking purposes.

2.3 Service Agreements with Courier Partners

Snichein maintains service level agreements with all courier partners including:

• Standard Delivery SLAs
• Express Delivery SLAs
• Liability caps for loss/damage
• COD collection and remittance procedures
• Customer notification protocols
• Dispute resolution mechanisms

However, these agreements are:

• Between Snichein and the courier partner only
• Not enforceable by customers directly
• Subject to exceptions due to force majeure
• Limited by courier partner’s terms

Part 3: Dispatch and Processing

3.1 Processing Time

Order Processing Timeline:

• Standard Processing: 1–2 business days from order confirmation
• Business Days: Monday to Friday (excluding national holidays and weekends)
• Order Cutoff Time: Orders placed before 2:00 PM IST will be processed same day; orders after 2:00 PM IST will be processed next business day

Processing includes:

• Order verification and confirmation
• Payment verification
• Inventory picking
• Quality inspection
• Packaging
• Handover to courier partner

3.2 Dispatch Notification

Once your order is dispatched, you will receive:

Dispatch Confirmation Email (within 24–48 hours of dispatch) includes:

• Order Number
• Tracking Number (Air Way Bill/AWB)
• Courier Partner Name
• Estimated Delivery Date
• Tracking Link

• SMS Notification: Sent to registered phone number with tracking number and link
• WhatsApp Notification: Optional WhatsApp message with tracking details (if opted in)

You are responsible for:

• Ensuring your email address is correct
• Ensuring your phone number is correct
• Checking email spam folder if notification is not received
• Contacting customer support if notifications are not received

Snichein is NOT responsible for missed notifications due to incorrect contact information provided, carrier/telecom failures, network issues, or email filters or spam categorization.

3.3 Tracking and Real-Time Updates

Tracking information becomes available once the courier partner scans your parcel (typically within 2–4 hours of dispatch).

You can track your order through:

• Shiprocket tracking portal (link provided in dispatch email)
• Individual courier partner websites using Tracking Number
• Direct tracking link sent via SMS/Email

Standard tracking statuses include:

• Picked Up – Order collected from warehouse
• In Transit – Order in transit to destination
• Out for Delivery – Order out with delivery partner for final delivery
• Delivered – Order successfully delivered to recipient
• Non-Delivery Report (NDR) – Delivery attempt failed
• Return to Origin (RTO) – Order returning to sender

Automatic SMS/Email updates are sent at major status changes. WhatsApp updates are available for major milestone changes. Updates sent typically 1–4 times per order.

3.4 Packaging and Handling

All Products are packaged using:

• Food-grade, FSSAI-compliant packaging materials
• Protective cushioning to prevent damage during transit
• Sealed, tamper-proof outer packaging
• Moisture-resistant materials (to protect protein bars)
• Recycled cardboard boxes where possible

Temperature Preservation:

While Snichein takes steps to ensure proper packaging, no temperature-controlled shipping is offered. Products may experience temperature variations during transit. Snichein is NOT liable for temperature-related damage during shipping. Customers should store products in a cool, dry place upon receipt.

Food Safety Compliance:

All packaging complies with FSSAI food safety standards, hygiene and sanitation requirements, labeling requirements, and best-before date marking.

Part 4: Delivery Timelines and SLAs

4.1 Standard Delivery Timeline

Nationwide Delivery Estimate: 3–7 business days

• Processing Time: 1–2 business days
• Transit Time: 2–5 business days
• Total: 3–7 business days from order confirmation

These timelines do NOT include:

• Weekends and national holidays
• Processing time for payment clearance (if applicable)
• Time zone differences in order placement
• Emergency or unforeseen circumstances

4.2 Factors Affecting Delivery Time

Geographic Factors:

• Delivery location (metro vs. tier-2/3 cities)
• PIN code serviceable by courier partner
• Rural vs. urban delivery area
• Distance from nearest courier facility

Operational Factors:

• Order volume and seasonal demand
• Courier partner capacity and network congestion
• Warehouse inventory levels
• Payment processing delays
• Incorrect address or non-cooperative customers

External Factors:

• Weather conditions and natural disasters
• Road closures or traffic conditions
• Political situations or strikes
• Customs clearance (if applicable)
• Government restrictions or lockdowns
• Force majeure events

Individual Courier Partner Performance:

• Each courier partner has different service levels
• Courier partner delays or service failures
• Courier network availability in specific regions

4.3 Metro and Major Cities

Express Delivery Option (Where Available):

• Coverage: Major metros (Delhi, Mumbai, Bangalore, Hyderabad, Chennai, Kolkata, Pune, Jaipur, etc.)
• Express Timeline: Next day to 2 days (subject to availability)
• Additional Charges: May apply (displayed at checkout)

Metro Express Delivery Includes:

• Priority processing (same day if order placed before cutoff)
• Fast courier partner pickup
• Priority transit routing
• Dedicated delivery slot

4.4 Tier-2, Tier-3, and Semi-Urban Areas

Standard Delivery Timeline: 4–7 business days

Factors Contributing to Longer Timelines:

• Limited courier partner presence
• Fewer delivery hubs in region
• Additional transit through sorting centers
• Higher handling and processing time

Rural Area Delivery:

• Availability varies by PIN code
• May require additional 2–3 business days
• Subject to courier partner’s rural network
• May involve multiple transshipments

4.5 Remote Area Delivery

Certain remote PIN codes have LIMITED or NO delivery coverage. These include:

• High-altitude areas (Himachal Pradesh, Uttarakhand, Jammu & Kashmir, Ladakh)
• Northeast India tier-3 cities
• Specific island territories
• Restricted zones or border areas

Checking PIN Code Serviceability:

• Enter your PIN code at checkout to verify serviceability
• If PIN code shows “Not Serviceable,” the order CANNOT be shipped to that location
• Checkout will prevent order placement for non-serviceable PIN codes

Restricted PIN Codes — Orders cannot be placed for:

• Military cantonment areas (without special authorization)
• Restricted border zones
• Specific government-restricted areas

Part 5: Delivery Address and Customer Responsibility

5.1 Delivery Address Requirements

You are solely responsible for providing accurate delivery address information. Snichein is NOT LIABLE for delivery failures due to incorrect address information.

Address must include ALL of the following:

• Full name of recipient
• Complete house/flat number
• Building/society name (if applicable)
• Street name and number
• Locality/Area
• City
• PIN Code (correct PIN code is CRITICAL)
• State
• Landmark or nearest reference point
• Contact phone number of recipient

Address Quality Standards:

• Address must be written clearly and legibly
• No abbreviations that could be misunderstood
• No missing or incomplete information
• PIN Code must be EXACT and CORRECT
• Phone number must be valid and reachable

Address Verification:

• Snichein recommends using postal index (PIN code) lookup to verify PIN code accuracy
• Google Maps can be used to verify address location
• Landmark information reduces delivery failures

5.2 Address Change Requests

Address changes are ONLY possible BEFORE order dispatch and within 24 hours of order placement (during business hours).

Address Change Process:

• Contact Snichein immediately at info@snichein.com or +91 7296954892
• Include Order Number and current/new address details
• Snichein will attempt to process address change request
• Courier partner approval is REQUIRED for address change to be honored

Address Change Approval:

• Address changes are subject to courier partner’s approval
• Courier partner may refuse address change if package is already picked up
• If courier partner refuses, order will be sent to ORIGINAL address
• Address changes to remote/non-serviceable PIN codes will NOT be accepted

Address Change Non-Liability — Snichein is NOT responsible if:

• Courier partner refuses to change address
• Order is already in transit when change is requested
• Changed address is non-serviceable
• Additional charges result from address change
• Delivery fails due to incorrect changed address

5.3 Delivery Failure and Non-Delivery

Reasons for Failed Delivery:

• Customer not available at address
• Incomplete or incorrect address provided
• Address doesn’t exist or is incorrect
• Customer refuses to accept delivery
• Building is locked or inaccessible
• Customer demands full payment for COD after inspection (and refuses)

Non-Delivery Report (NDR):

When delivery fails, courier partner files an NDR including: reason for delivery failure, date and time of failed attempt, photos of address (if unable to locate), and courier partner notes.

Re-Delivery Attempts:

• Courier partner typically makes 2–3 delivery attempts over 3–5 days
• Each attempt is notified via SMS/WhatsApp to customer
• Customer must confirm availability for re-delivery

5.4 Return to Origin (RTO)

RTO happens when:

• Delivery is not completed after maximum delivery attempts (typically after 5–7 failed attempts)
• Customer explicitly refuses/rejects delivery
• Address is undeliverable

RTO Procedure:

• Courier partner initiates return to Snichein’s facility
• Order returns via reverse logistics (may take 5–7 additional days)
• Snichein receives returned order
• Damage inspection is conducted
• Refund is processed based on condition

Refunds for RTO:

• Full Refund: If order is unopened and in original condition
• Partial Refund: If packaging is damaged (20–50% deduction)
• No Refund: If customer explicitly refused delivery without valid reason

Refund Timeline for RTO:

• After order is received back at Snichein: 5–7 days
• Processing time: 2–3 days
• Bank credit time: 3–5 days
• Total: 10–15 days

5.6 Responsibility for Incorrect Address

You ACCEPT FULL RESPONSIBILITY for:

• Any and all losses due to incorrect address information
• Non-delivery due to wrong address
• Delivery to alternate recipient at wrong address
• Any damage caused by address-related delivery issues
• Additional charges for address corrections or RTO

Snichein is COMPLETELY EXEMPT from liability if you provided incorrect PIN code, incomplete address, non-existent address, or if delivery occurs to different person at address (if address was correct). No refund will be issued for delivery failures due to address errors.

Part 6: Payment Methods and Delivery

6.1 Prepaid Orders

Prepaid Payment Methods:

• Debit/Credit Cards
• UPI (PhonePe, Google Pay, WhatsApp Pay)
• Net Banking
• Digital Wallets

Order is dispatched after payment confirmation (1–2 business days). No verification call required. Immediate dispatch upon order confirmation.

Prepaid Order Advantages:

• Faster processing
• No payment delays
• No refusal of delivery option
• Immediate refund eligibility

6.2 Cash on Delivery (COD)

COD is available for most serviceable PIN codes. COD eligibility is shown at checkout.

COD Process:

1. Step 1 – Order Placement: Order placed by customer with COD as payment method. Order is held for verification.
2. Step 2 – Verification: Snichein verifies COD order via email/SMS/WhatsApp/phone call. Verification typically within 12–24 hours of order. Verification confirms customer identity and order details.
3. Step 3 – Dispatch: After successful verification, order is dispatched. Dispatch typically within 24–48 hours of verification.
4. Step 4 – Delivery and Payment: Courier partner delivers order and collects payment (full order amount). Payment is collected BEFORE customer receives package. Customer must have exact cash or accept courier’s payment method.
5. Step 5 – Payment Settlement: Courier partner remits cash to Snichein. Settlement timeline: 3–7 business days. After settlement, order is considered complete.

6.3 COD Verification Procedure

Snichein may verify COD orders through: SMS message with order details, WhatsApp message with order and payment amount, Email confirmation link, Phone call to confirm customer identity.

You Must:

• Respond to verification within 24 hours
• Confirm order authenticity
• Confirm delivery address
• Confirm willingness to pay upon delivery

Failure to Verify:

• Order may be cancelled after 24–48 hours of no response
• Refund will be issued (minus any shipping/handling charges)
• Your account may be flagged for repeated non-verification

6.4 COD Payment at Delivery

Full payment must be made to courier partner upon delivery. NO partial payments or “try and pay” arrangements. NO opening of package before payment. NO inspection claims after refusal to pay.

Accepted Payment Methods for COD:

• Cash (exact amount preferred)
• Debit Card
• Credit Card
• NEFT/RTGS transfer (if courier partner supports)
• UPI (if courier partner supports)

What if You Don’t Have Cash?

• Contact courier partner beforehand for alternate payment options
• Request post-dated cheque or bank transfer (subject to approval)
• DO NOT refuse delivery if you cannot pay at that moment

6.5 Refusal of COD Delivery

Refusal occurs when you: refuse to accept the package, refuse to pay the amount due, demand to return package without paying, or request cancellation after package arrival.

Consequences of COD Refusal:

• First Refusal: Order returned to Snichein via RTO. Full refund issued (after RTO completion and inspection). Timeline: 10–15 days.
• Repeated Refusal (2+ times): Account flagged as “problematic COD customer.” COD facility may be withdrawn for 60–90 days. Future COD orders may be restricted or rejected. Snichein may blacklist customer from COD entirely.
• Multiple Refusals (3+): Account permanently blacklisted. COD permanently disabled. All future orders restricted to prepaid only. Legal action may be initiated.

COD Refusal Non-Liability — Snichein is NOT liable for:

• Return shipping costs (borne by courier partner, recovered from you if possible)
• Additional handling fees
• Inflation in product costs due to delays
• Any penalties or charges imposed

6.6 Non-Payment Consequences

Immediate Consequences:

• Courier partner files Non-Delivery Report (NDR)
• Package returned to Snichein at your cost
• Your phone number and email are flagged

Account Consequences:

• COD facility immediately revoked
• Account suspended for new orders (24–48 hours)
• Account blacklisted from COD permanently
• May require prepaid-only orders going forward

Legal Consequences:

• Legal notice may be sent for non-payment
• Snichein may file civil suit for recovery of amount
• Additional legal fees and penalties may apply
• Your name may be reported to collection agencies

Part 7: Special Delivery Conditions

7.1 FSSAI Compliance During Delivery

Food Safety Requirements — All deliveries must comply with FSSAI guidelines:

• Proper packaging to prevent contamination
• Sealed packaging must remain intact until customer receives
• No tampering or opening by third parties
• Temperature control during transit (best efforts)
• Proper storage during courier partner’s handling

Upon receiving order, you must:

• Inspect package immediately for signs of tampering
• Check sealing and packaging integrity
• Verify product safety and best-before date
• Report any contamination or damage immediately

Storage After Receipt:

• Store products in cool, dry place
• Keep away from direct sunlight
• Avoid moisture and humidity
• Maintain temperature between 10–25°C if possible
• Use products before best-before date

7.2 Weather and Seasonal Delays

Extreme Weather conditions that may delay delivery:

• Heavy rains or monsoons
• Extreme heat or cold
• Snow or ice storms
• Floods or natural disasters
• Cyclones or severe wind

Snichein and courier partners are NOT liable for delays caused by weather, damage caused by weather exposure, non-delivery due to weather, or any losses during weather-related delays.

Monsoon Precautions (June–September):

• Delivery may take longer (add 2–3 days)
• Packages may be held at courier facilities to prevent water damage
• Tracking updates may be delayed
• Certain remote areas may have suspended delivery

7.3 Peak Season Delivery

Delivery timelines may increase during:

• Festival season (Diwali, Holi, Christmas)
• New Year period
• Year-end sales
• Special promotional periods

Peak Season Timelines:

• Processing may extend to 3–4 business days
• Delivery may extend to 5–10 business days
• Courier partners operate at full capacity
• Delays are common and NOT considered failures

Snichein is NOT liable for longer processing times, longer delivery times, inability to meet normal timelines, inability to accommodate address changes, or service quality issues during peak season.

7.4 Holiday and Weekend Delivery

Weekends:

• Courier operations vary by region
• Some couriers deliver on weekends; others don’t
• Weekend delivery timeline is NOT guaranteed
• Delivery typically resumes Monday

National Holidays:

Processing and delivery STOP on national holidays. Orders remain in queue and resume after holiday. Timeline estimates do NOT include national holidays.

Holiday Schedule:

• Republic Day (January 26)
• Independence Day (August 15)
• Gandhi Jayanti (October 2)
• Regional state holidays vary — check courier partner holiday calendar

Part 8: Damage, Loss, and Claims

8.1 Inspection Upon Delivery

When package arrives, you MUST:

• Inspect package IMMEDIATELY (before accepting)
• Check for visible damage to outer packaging
• Look for signs of tampering or opening
• Verify seal integrity
• Check product condition inside packaging
• Document any damage with photos/video

By accepting the package, you acknowledge you have inspected it and are accepting it “as is.” Claims for damage must be filed within 24 hours. After 24 hours, damage claims are NOT accepted.

8.2 Damage During Transit

Types of Damage:

• Crushed or dented boxes
• Torn packaging
• Water damage or moisture
• Product contamination
• Broken seals
• Missing items

Damage Reporting Procedure:

1. Step 1 – Document Damage: Take clear photos of damaged packaging and products. Note date and time of delivery. Keep packaging for inspection.
2. Step 2 – Contact Courier Partner: Report damage within 24 hours. Provide tracking number and photos. File damage claim and obtain claim number for reference.
3. Step 3 – Contact Snichein: Email photos and damage details to info@snichein.com. Include order number, tracking number, and courier claim number. Describe damage in detail.
4. Step 4 – Investigation: Snichein reviews damage claim. Courier partner investigates responsibility. Timeline: 5–7 business days.
5. Step 5 – Resolution: Replacement product sent if damage was in transit. Refund processed if damage caused product to be unusable. Partial refund if damage is partial.

8.3 Missing Items

Missing items defined as: product not received in package, fewer items than ordered, or items substituted with different products.

Within 24 hours: immediately contact Snichein with order number, describe missing item with details, and provide photographic evidence if possible. Investigation typically 3–5 business days.

Resolution Options:

• Resend missing item (if in stock)
• Issue refund for missing item value
• Partial refund plus replacement

Snichein is NOT liable for missing items due to courier partner theft or mishandling, customer forgetting items were in package, or miscount at delivery.

8.4 Loss of Shipment

Loss defined as: package not delivered after maximum delivery attempts, package lost in courier network, package never reached destination, or no delivery confirmation received.

After maximum delivery attempts (typically 7–10 days): contact courier partner for shipment status, contact Snichein with details, file claim with courier partner within 30 days, provide order number and tracking number.

Courier partner investigation: 10–15 business days. Claim determination: 15–30 business days.

Compensation for Lost Shipment:

• Prepaid Orders: Full refund of product value + original shipping cost (if any)
• COD Orders: No refund (payment was not received by Snichein)
• Timeline: 5–10 business days after claim approval

8.5 Compensation Limits

Compensation for damage/loss is LIMITED to the purchase price of the product involved, NOT exceeding the total amount of the original order.

Snichein will NOT compensate for:

• Lost profits or business opportunity
• Inconvenience or frustration
• Mental anguish or emotional distress
• Additional purchases you made due to delay
• Publicity or reputation damage
• Inflation or price increase during delay

8.6 Claim Filing Timeline

Critical Deadlines:

• Damage Claims: Must be filed within 24 hours of delivery
• Missing Item Claims: Within 24 hours of delivery
• Non-Delivery Claims: After 7–10 maximum delivery attempts
• Lost Shipment Claims: Within 30 days of order date

Part 9: Specific Conditions and Restrictions

9.1 Undeliverable Addresses

The following types of addresses are UNDELIVERABLE and order CANNOT be shipped:

Non-Serviceable PIN Codes:

• PIN codes not covered by any courier partner
• Remote areas with no delivery infrastructure
• High-altitude regions without courier access
• Certain island territories or restricted zones
• Military cantonment areas (without authorization)

Incorrect Address Information:

• Invalid PIN code
• Incomplete address
• Non-existent street/building
• Address that cannot be located by courier

Restricted Delivery Areas:

• Border security zones
• Coastal restricted zones
• Government/military facilities
• Certain tier-3 and tier-4 city areas
• International borders or disputed territories

The checkout system will:

• Verify PIN code serviceability
• Flag undeliverable addresses
• Prevent order placement for undeliverable locations
• Suggest alternate delivery locations if possible

9.2 Bulk and Special Orders

Bulk Order Definition: Orders containing 10 or more units or order value exceeding ₹10,000.

• Standard delivery SLAs may NOT apply
• Special packaging and delivery arrangements may be required
• Additional shipping charges may apply
• Custom delivery timelines can be negotiated

For bulk orders, contact: info@snichein.com or +91 7296954892.

9.3 International Shipping

Snichein currently offers LIMITED or NO international shipping. Specific countries and procedures are covered under separate International Shipping Policy (if applicable).

• Customer is responsible for all import duties and taxes
• Customs clearance delays may occur (5–15 additional days)
• Snichein is NOT liable for customs issues
• Goods may be returned if customs cannot be cleared

Part 10: Shiprocket-Specific Features and Integrations

10.1 Shiprocket Tracking Portal

Tracking link sent in dispatch email links to Shiprocket’s tracking portal for real-time tracking of your shipment.

Features:

• Live location tracking (approximate)
• Expected delivery date
• Courier partner details
• Driver information (if available)
• Proof of delivery photos
• SMS/Email update history

10.2 Shiprocket WhatsApp Integration

WhatsApp Notifications (Optional) include:

• Order confirmation
• Dispatch notification
• Tracking updates
• Delivery notification
• Customer support messages

WhatsApp is OPTIONAL. To receive WhatsApp updates, opt-in at checkout or account settings. To stop WhatsApp updates, text “STOP” or manage preferences.

WhatsApp Features:

• Automated status updates
• Tracking link with one-click access
• Delivery-day confirmation
• Real-time delivery attempts

10.3 SMS and Email Integration

Automatic SMS Updates:

• Dispatch confirmation and tracking number
• Out-for-delivery notifications
• Delivery confirmation
• Important alerts

Automatic Email Updates:

• Dispatch confirmation with full tracking details
• Tracking link and instructions
• Delivery confirmation
• Support contact information

Typically 2–4 messages per order across SMS and Email combined. To unsubscribe: click “Unsubscribe” in email footer, text “STOP” to SMS number, or update preferences in account settings.

10.4 Shiprocket Customer Support

For tracking and logistics issues, contact Shiprocket customer support via WhatsApp, chat, or phone. Support available through Shiprocket’s website. Snichein can escalate issues to Shiprocket if needed.

• WhatsApp support available
• 24/7 chat support
• Phone support during business hours
• Email support

Part 11: Customer Obligations and Restrictions

11.1 Customer Responsibilities

You agree to:

• Provide accurate and complete delivery address
• Provide valid contact information
• Respond to delivery verification calls/messages
• Be available for delivery or arrange alternate recipient
• Accept delivery within reasonable timeframe
• Inspect package upon delivery
• Report damage/issues within 24 hours
• Cooperate with courier partner

11.2 Customer Restrictions

You agree NOT to:

• Misrepresent delivery address
• Provide false contact information
• Engage in fraudulent COD practices
• Refuse legitimate deliveries without cause
• Tamper with or alter shipment
• Claim damage you caused yourself
• File false damage/loss claims
• Dispute payment after accepting delivery (for COD)
• Resell products commercially without authorization
• Use Snichein’s logistics for commercial purposes

Part 12: Dispute Resolution

12.1 Grievance Procedure

1. Step 1 – Contact Snichein (Within 24 Hours):
   • Email: info@snichein.com
   • Phone: +91 7296954892
   • WhatsApp: +91 7296954892
   • Provide: Order number, issue details, supporting evidence
2. Step 2 – Issue Investigation (5–7 Business Days):
   • Snichein investigates the issue
   • Courier partner is contacted for details
   • Evidence is reviewed
   • Investigation report prepared
3. Step 3 – Resolution (Within 30 Days):
   • Resolution is offered based on findings
   • Options: Refund, replacement, or explanation
   • Customer is notified of resolution
4. Step 4 – Escalation (If Unsatisfied):
   • Escalate to Grievance Officer within 15 days
   • Submit formal complaint with evidence
   • Grievance Officer reviews escalation
   • Final resolution within 15 days

12.2 Shiprocket Dispute Resolution

If dispute involves courier partner, issue may be escalated to Shiprocket customer support. Shiprocket investigates courier partner responsibility. Shiprocket coordinates resolution. Final determination within 10–15 business days.

12.3 Arbitration for Disputes

Unresolved disputes will be settled through binding arbitration as per Snichein’s Terms and Conditions, with venue in Jaipur, Rajasthan.

Part 13: Force Majeure and Exceptional Events

13.1 Force Majeure Events

Neither Snichein nor courier partners are liable for delivery delays/failures due to:

• Natural disasters (earthquakes, floods, landslides)
• Pandemics or epidemics (COVID-19, etc.)
• War, terrorism, or military actions
• Government actions or lockdowns
• Strikes or labor unrest
• Network/infrastructure failure
• Riots or civil unrest
• Severe weather (cyclones, blizzards)
• Power outages or network failures

During Force Majeure Events:

• Delivery timelines are suspended
• No compensation is provided
• Order may be held in warehouse indefinitely
• Snichein will make reasonable efforts to resume service

13.2 COVID-19 and Pandemic Effects

Pandemic Delivery Impacts:

• Delivery may be delayed by 5–15 additional days
• Certain areas may have suspended delivery
• Courier partner operations may be limited
• Lockdown restrictions may apply

Customer Options During Pandemic:

• Cancel order for full refund
• Delay order indefinitely (hold in warehouse)
• Accept delivery with extended timeline
• Request delivery to alternate address

Part 14: Limitations of Liability

14.1 Snichein’s Non-Liability

SNICHEIN IS NOT LIABLE FOR:

Delivery Delays:

• Any delay in processing, dispatch, or delivery
• Missing delivery windows
• Delays during peak seasons
• Courier partner delays
• Weather-related delays
• Force majeure events

Delivery Failures:

• Non-delivery due to customer address
• Return to Origin (RTO) of shipment
• Delivery refusals
• Incomplete addresses
• Non-serviceable PIN codes

Damage and Loss:

• Damage during transit (courier partner responsibility)
• Loss of shipment (courier partner responsibility)
• Contamination or quality degradation
• Temperature-related damage
• Wear and tear from handling

Service Issues:

• Courier partner service quality
• Courier partner staffing issues
• Network congestion or capacity issues
• Third-party logistics failures
• Shipping partner negligence

Financial Losses:

• Lost profits or business opportunity
• Inconvenience or frustration
• Additional purchases due to delays
• Reputation or publicity damage
• Emotional distress

14.2 Maximum Liability Cap

In NO EVENT shall Snichein’s total liability for any claim related to shipping and delivery exceed the purchase price of the product involved in the claim.

Part 15: Final Provisions

15.1 Policy Modifications

Snichein reserves the right to modify this Policy at any time by:

• Posting updated Policy on Website
• Sending email notification to registered address
• Providing at least 15 days notice for material changes

Your continued use of Snichein’s services after notification constitutes acceptance of modified Policy.

15.2 Policy Interpretation

In case of ambiguity or conflicting terms between this Shipping Policy and other Snichein policies (Terms & Conditions, Return Policy, etc.), the terms most favorable to the customer will apply, unless the conflicting term is mandatory under applicable law, related to payment and billing, or related to liability limitations.

15.3 Entire Agreement

This Shipping and Delivery Policy, together with Terms and Conditions, Return and Refund Policy, Privacy Policy, and any other referenced documents constitutes the entire agreement regarding shipping and delivery services.

15.4 Severability

If any provision of this Policy is found to be unlawful or unenforceable, that provision shall be modified to the minimum extent necessary to make it enforceable, or if not possible, severed. All remaining provisions remain in full effect.

15.5 Governing Law

This Policy is governed by the laws of India and specifically applicable in Jaipur, Rajasthan. All disputes are subject to arbitration in Jaipur as per Snichein’s main Terms and Conditions.

Contact Information