1. About This Policy

This policy applies to products ordered directly through vayuga.in. “VAYUGA”, “we”, “us” and “our” refer to the business operating the website. “Customer”, “you” and “your” refer to the person placing the order or the intended recipient.

Orders placed through Amazon, Flipkart, Meesho or another marketplace are shipped under that marketplace’s shipping and delivery rules. For marketplace orders, the marketplace order page and customer-support system should be used for tracking, cancellation and delivery complaints.

This Shipping Policy should be read together with our Terms & Conditions, Return & Refund Policy, Privacy Policy and the product information displayed at checkout.

2. Shipping Coverage

VAYUGA currently ships website orders to serviceable addresses within India. Serviceability depends on the delivery PIN code, product, parcel weight, courier network, local restrictions and payment method. A location may appear serviceable at one time and become temporarily unavailable because of courier capacity, weather, local restrictions or other operational conditions.

We do not guarantee delivery to every PIN code. If an order is placed for an address that cannot be served, we may contact you for clarification, offer cancellation or cancel the affected order and refund the amount received. An address should not be a post-office box unless a courier specifically supports it.

International shipping is not offered unless an international destination and corresponding charge are expressly available during checkout. An email or WhatsApp request alone does not create an international shipping obligation.

3. Order Processing Time

Most confirmed orders are prepared for dispatch within 1–3 working days. Processing includes payment verification where applicable, inventory confirmation, product inspection, packing, invoice or label generation and courier allocation.

Working days generally mean Monday to Saturday, excluding national holidays, major public holidays and days on which courier or warehouse operations are unavailable. An order placed late in the day, on a Sunday or on a holiday may begin processing on the next working day.

Processing may take longer during:

• major sales, promotions or unusually high order volume;
• public holidays, festivals or courier backlogs;
• inventory verification or batch-related checks;
• payment reconciliation or fraud-prevention review;
• incomplete address or phone information;
• COD verification;
• extreme weather, transport interruption or local restrictions; or
• another circumstance reasonably outside our control.

If a material delay occurs before dispatch, we may contact you using the email address or phone number provided with the order. Processing time is separate from courier transit time.

4. Estimated Delivery Time

After dispatch, estimated transit time depends on the destination, courier route and local operating conditions. The following estimates are general guidance, not guaranteed appointments:

The total expected time from order placement may therefore include both the 1–3 working-day processing period and the relevant courier transit period. A checkout or tracking-page estimate is indicative and may change after courier pickup or route reassignment.

Delivery may be faster or slower than the estimate. We cannot guarantee delivery on a specific date for birthdays, travel, festivals, treatment schedules or other personal deadlines. Please order with sufficient time.

5. Shipping Charges

Applicable shipping charges will be displayed during checkout before the order is submitted. Charges may depend on order value, parcel weight, delivery location, promotional conditions and payment mode.

We may offer free shipping above a specified order value or under a temporary promotion. The applicable threshold and conditions will be shown with the offer. Free shipping has no separate cash value and does not mean that courier costs were not incurred.

If part of an order is cancelled or returned and the remaining order no longer satisfies a free-shipping threshold, the refund may be adjusted only where the condition was clearly disclosed and the adjustment is permitted by applicable law. Any non-refundable charge will be identified in the Return & Refund Policy or at checkout.

6. Cash on Delivery

Cash on Delivery may be offered for selected products, order values and PIN codes. COD availability is determined during checkout and is not guaranteed for every order. A COD handling charge may apply and, where applicable, will be displayed before order confirmation.

We may contact you by phone, SMS, email or WhatsApp to verify a COD order. Failure to confirm within a reasonable time may delay dispatch or result in cancellation. Repeated refusal of genuine COD shipments, intentionally false orders or a pattern of unreachable delivery attempts may lead to COD being restricted for the relevant customer, phone number or address.

At delivery, pay only the amount shown for the order through a method accepted by the courier. The courier may not be able to provide change or accept every digital payment method. VAYUGA does not authorise a delivery person or caller to request your UPI PIN, card PIN, CVV, net-banking password or OTP.

7. Order Confirmation and Dispatch

After you place an order, you may receive an acknowledgement by email, SMS, WhatsApp or on-screen confirmation. This confirms receipt of the order request. Dispatch occurs after the order is accepted, processed and handed to a courier or logistics partner.

We may ship items together or separately depending on inventory, parcel safety, warehouse location or courier limitations. If an order is split into more than one parcel, separate tracking numbers or delivery attempts may be generated. You will not normally be charged an additional shipping fee solely because we split an accepted order.

A shipping label or tracking number may be created before physical courier pickup. Therefore, the first tracking event may not appear immediately.

8. Tracking Your Order

When tracking becomes available, we may send the courier name and tracking number through email, SMS, WhatsApp, your website account or another order-status channel. You may use that number on the courier’s official tracking page.

Tracking information is provided by the courier and may update with a delay. Common scans include shipment information received, picked up, in transit, reached destination hub, out for delivery, delivery attempted, delivered or returned to sender.

If tracking does not update for more than 48 working hours after confirmed dispatch, contact us with your order number. We may raise a trace request with the courier. A lack of scan does not automatically mean that the parcel is lost; the courier may update multiple scans together.

9. Customer Address and Contact Responsibility

You are responsible for providing a complete and accurate delivery address, including house or shop number, street or village, landmark where useful, city or district, state, PIN code and an active mobile number. The name should identify the recipient or a person authorised to accept the parcel.

Before submitting the order, carefully check:

• recipient name;
• house, building, village or street details;
• correct PIN code and state;
• reachable phone number;
• product and quantity; and
• the total payable amount.

VAYUGA is not responsible for delay or non-delivery caused primarily by an incorrect, incomplete or inaccessible address supplied by the customer, though we will make reasonable efforts to assist before the parcel is returned.

10. Address Changes

Contact us immediately if an address correction is required. An address change is possible only before dispatch and is not guaranteed after packing or label generation. For payment and fraud-prevention reasons, we may ask you to cancel and place a fresh order instead of changing the state, PIN code, recipient or other material detail.

Once the parcel has been handed to a courier, VAYUGA may not be able to change the address, phone number, delivery route or courier partner. Any change accepted by a courier may cause additional delay or charge.

11. Courier Partner Selection

VAYUGA may select or change the courier based on serviceability, parcel type, location, reliability, cost and operational capacity. A customer may share a preference, but we cannot guarantee a particular courier company or delivery person.

Courier partners are independent logistics providers. We remain available to assist with genuine order issues, but delivery routes, hub operations, call timing and individual delivery-agent assignments are controlled by the courier.

12. Delivery Attempts

The courier may call, send a message or attempt delivery at the provided address. The number and timing of delivery attempts depend on the courier and location. You should keep your phone reachable and ensure that you or an authorised person can receive the parcel.

If you are unavailable, follow only the courier’s official instructions to request reattempt or pickup, where supported. A request made to a delivery agent does not guarantee a particular time. Do not share a delivery OTP before you or an authorised recipient has received the parcel, unless the courier’s verified process lawfully requires it for another clearly explained purpose.

13. Failed Delivery and Return to Origin

A parcel may be marked undeliverable or returned to origin (RTO) for reasons including:

• recipient unavailable after permitted attempts;
• incorrect, incomplete or unlocatable address;
• phone switched off, unreachable or incorrect;
• customer refusal or inability to pay COD;
• customer relocation or prolonged absence;
• restricted-access delivery location;
• courier serviceability change; or
• parcel damage identified by the courier.

If a prepaid parcel returns to us, we will review the order and parcel status. Depending on the reason, product condition, customer request and applicable policy, we may offer reshipment with an additional shipping charge or process a refund after deducting only charges that were clearly disclosed and can lawfully be deducted.

For COD parcels refused without a genuine issue, COD charges may not be refundable because no payment was collected from the customer and courier costs may already have been incurred. Repeated refusal may result in future orders being accepted only as prepaid.

14. Delayed Shipments

Delivery may be delayed due to weather, flood, heatwave, road closure, strike, festival volume, public holiday, transport disruption, regulatory checks, local restriction, epidemic, natural disaster, security incident, incorrect routing, courier backlog or another circumstance beyond reasonable control.

If an order is delayed, first check the tracking page. If the estimated window has materially passed, contact us with the order number. We may ask the courier to investigate, attempt delivery, correct routing or confirm loss. Courier investigations can require several working days.

A delay alone does not automatically establish loss or entitle the customer to keep both a replacement and the original parcel. If a replacement or refund is issued for a parcel officially treated as lost and the original later arrives, contact us before using it so that an appropriate resolution can be arranged.

15. Lost Shipment

A parcel will be treated as lost only after reasonable verification through tracking records, courier investigation or other reliable evidence. If a prepaid shipment is confirmed lost before delivery, we will generally offer a replacement, subject to stock, or a refund of the amount received for the affected products and applicable shipping charge.

For COD orders, no purchase refund is due where no payment was collected. We may offer a fresh order after confirming the address and serviceability.

16. Damaged, Leaking or Tampered Parcel

Please inspect the outer package at the time of delivery. If it is visibly opened, crushed, wet, leaking, resealed or materially tampered with, you may refuse delivery where reasonable. If you accept it, record clear photographs or a continuous unboxing video showing the unopened parcel, shipping label, seal, internal packaging and affected product.

Contact us promptly within the return-reporting period stated in the Return & Refund Policy. Keep the product, original packaging, invoice, shipping label and all contents until the claim is resolved. Do not consume a product if the primary seal is missing, the container is open, the product is contaminated or the package appears unsafe.

17. Incorrect or Missing Item

If you receive a different product, quantity or pack size from the order invoice, contact us promptly. Provide the order number, parcel label, invoice and clear photographs or an unboxing video. We may verify packing records, parcel weight, batch information and courier details before approving a remedy.

Do not open or consume an incorrect product if you intend to request return or replacement. An opened consumable product may be unsuitable for resale or return, except where opening was reasonably necessary to identify a concealed issue and the law requires a remedy.

18. Delivery Confirmation

A parcel may be treated as delivered when supported by courier records such as a delivery scan, recipient name, OTP confirmation, photograph, signature, geo-location or other standard proof. If tracking says delivered but you have not received the parcel, check with family members, neighbours, reception, security desk or another person authorised to receive deliveries.

Then contact us as soon as possible. Courier proof-of-delivery investigations are time-sensitive. We may ask you to confirm non-receipt in writing and cooperate with the courier’s investigation.

19. Partial Shipments

We may divide an order into multiple parcels. One parcel may arrive before another. Check all tracking numbers before reporting a missing item. If an item becomes unavailable before dispatch, we may cancel that item and refund the amount received rather than delay the entire order, unless another lawful arrangement is agreed with you.

20. Invoice and Packaging

An invoice may be included in the parcel or supplied electronically. Keep the invoice and order confirmation for support and warranty or return purposes where applicable.

We use packaging intended to protect the product during ordinary courier handling. Packaging materials and box size may vary according to product quantity, parcel safety and availability. Decorative website images do not guarantee a particular outer shipping box.

21. Gifts and Third-Party Recipients

You may place an order for another adult if you have permission to provide their name, phone number and address. You are responsible for ensuring that the recipient knows about the delivery and, for COD, the amount payable. We may contact the recipient only as needed for delivery or order support.

Gift messages or special packaging are available only if expressly shown at checkout. Prices may appear on invoices or legally required labels even for a gift order.

22. Product Availability

Stock shown online may change before dispatch because of simultaneous orders, inventory correction or a product-quality check. If an ordered item becomes unavailable, we may contact you, cancel that item and issue an applicable refund. We will not substitute a materially different product without your agreement.

23. Force Majeure

VAYUGA is not responsible for a shipping delay caused solely by an event beyond reasonable control, including natural disaster, severe weather, transport shutdown, war, civil disturbance, epidemic, government order, strike, utility failure, cyber incident or widespread courier disruption. We will take reasonable steps to communicate, protect accepted orders and resume service. Mandatory consumer rights remain unaffected.

24. Cancellation by VAYUGA

Before dispatch, we may cancel an order because of inventory unavailability, payment failure, invalid address, serviceability issue, suspected fraud, legal restriction, obvious pricing error or inability to fulfil safely. For a prepaid cancelled order, we will initiate a refund of the amount actually received for the cancelled item. Bank or payment-gateway processing time may apply.

25. Refunds Related to Shipping

Shipping-related refunds are governed by the Return & Refund Policy. An approved refund is generally initiated to the original payment method. Original shipping or COD charges may be refundable where the order failed because of VAYUGA, the courier or a verified defect, and may be non-refundable where a clearly disclosed charge was incurred because of customer refusal, an incorrect address or another customer-controlled reason, subject always to applicable law.

26. Fraud and Impersonation Warning

Only trust order messages that match your actual order details. VAYUGA and genuine courier partners will not ask for your UPI PIN, card PIN, CVV, banking password or full OTP to issue a refund. Do not install screen-sharing or remote-access software at the request of an unknown caller.

For support, use the contact details published on vayuga.in. VAYUGA is not responsible for payments voluntarily sent to an unauthorised person pretending to be our representative, though we encourage you to report the incident promptly.

27. Changes to This Policy

We may update this Shipping Policy when courier coverage, charges, processing procedures, delivery timelines, payment options or legal requirements change. The version shown when an order is placed will generally apply to that order, except where a legal change must apply earlier or a more favourable resolution is offered.

28. Shipping Complaints and Escalation

For efficient assistance, send:

• your order number;
• registered phone number or email;
• tracking number;
• a clear description of the problem;
• relevant dates and courier messages; and
• photographs or video where damage, leakage, tampering or an incorrect item is involved.

Do not send payment passwords, PINs, CVV or OTPs. We will review genuine complaints and coordinate with the courier where necessary. Courier investigation time is separate from VAYUGA’s initial acknowledgement.