Shipping & Delivery Policy
This Shipping & Delivery Policy (“Policy”) sets out the terms governing the fulfilment, delivery, receipt and verification of B2B orders placed through SutraFin (hereinafter referred to as “Platform”). The Platform facilitates transactions between distributors and retailers and may provide technology-enabled support for order tracking, delivery coordination and confirmation. Unless expressly stated otherwise, the relevant Distributor remains responsible for fulfilment and delivery of the Goods in accordance with the applicable order and commercial arrangement.
1. Delivery Responsibility
a.The relevant distributor shall be responsible for the fulfilment and delivery of the applicable order. Delivery may be undertaken by the Distributor, its personnel, an authorised logistics provider or any other delivery service provider engaged or approved by the Distributor.
b.The Platform may facilitate order processing, delivery tracking, status updates and delivery confirmation through the Platform. Such facilitation shall not make the Platform the distributor, carrier or bailee of the Goods, nor shall it impose any responsibility on the Platform for the fulfilment or delivery of the Goods, unless expressly stated otherwise.
2. Service Areas and Delivery Availability
a.Delivery availability shall depend on the Distributor’s serviceable areas, availability of Goods, Buyer’s delivery location, applicable product restrictions, logistics capacity and other operational considerations.
b.Certain Goods or locations may be subject to specific delivery conditions or restrictions. An order may not be accepted or may be cancelled where delivery cannot reasonably be fulfilled.
c.Delivery serviceability may vary from time to time. A location that is not serviceable at the time of placing an order may become serviceable in the future, and delivery to a serviceable location may also be temporarily suspended or discontinued due to operational, logistical, regulatory or other applicable circumstances.
3. Delivery Address
a.The Buyer shall provide complete, accurate and accessible delivery details, including the delivery address and applicable contact information. The Buyer shall be responsible for any delay, failed delivery or additional delivery charges arising from incorrect, incomplete or inaccessible information provided by the Buyer.
4. Delivery Timelines
a.Any delivery timeline displayed on the Platform or communicated in connection with an order shall be an estimated timeline unless expressly stated to be guaranteed.
b.The standard target delivery timeline, where applicable, shall be 7 days. Delivery timelines may be affected by inventory availability, transportation conditions, traffic, weather, public holidays, operational disruptions, regulatory restrictions, force majeure events or other circumstances beyond the reasonable control of the Distributor or Platform.
5. Delivery Charges
a.Applicable delivery, shipping or handling charges, if any, shall be disclosed to the Buyer before order confirmation or shall be governed by the applicable commercial arrangement between the Buyer and Distributor.
b.Any additional charges arising due to re-delivery, change of delivery address, failed delivery or other circumstances attributable to the Buyer may be payable by the Buyer, where applicable.
6. Delivery Verification and Acknowledgement
a.Platform may facilitate delivery verification through an OTP, delivery code, digital signature, acknowledgement, QR or code verification, in-app confirmation or any other verification mechanism made available on the Platform.
b.The Buyer shall verify the delivery and provide confirmation only after the Goods have been received. Delivery confirmation through the applicable verification mechanism may be treated as evidence of delivery, subject to any subsequent claim validly raised under the applicable order terms or return and refund policy.
7. Inspection and Delivery Claims
a.The Buyer shall reasonably inspect the delivered Goods at the time of delivery, including the package count, visible damage and any apparent discrepancy in the Goods.
b.Any shortage, incorrect Goods, visible damage, expired Goods or other apparent delivery discrepancy shall be reported within 7 days from delivery, together with such details, photographs, delivery records or other supporting information as may reasonably be required.
c.Claims relating to quality, defects or other matters that are not reasonably identifiable at the time of delivery shall be governed by the applicable return, refund, replacement or product-specific terms.
8. Failed or Unsuccessful Delivery
a.Delivery may be treated as unsuccessful where the Buyer or authorised recipient is unavailable, the delivery premises are closed, the delivery address is incorrect or inaccessible, delivery is refused, or the Distributor or delivery provider is otherwise unable to complete delivery for reasons attributable to the Buyer.
b.Any re-attempt, additional delivery charges, cancellation or other consequences arising from an unsuccessful delivery shall be governed by the applicable Distributor terms or commercial arrangement.
9. Partial Delivery
a.Partial delivery may be made where permitted under the applicable commercial arrangement or Platform workflow. In such cases, the quantities delivered and the quantities pending delivery shall be appropriately recorded in the applicable order or delivery records.
b.The Distributor shall remain responsible for the fulfilment of any pending quantities in accordance with the applicable order terms. The Buyer shall be deemed to have received only the quantities actually delivered and acknowledged.
10. Proof of Delivery and Records
a.Platform may maintain order status, delivery timestamps, OTP or code verification records, digital acknowledgements, system logs and other relevant electronic records relating to delivery.
b.Such records may be used for order reconciliation, customer support, accounting, audit and resolution of delivery-related disputes, subject to applicable law and the Platform’s Privacy Policy.
11. Risk and Title
a.Title, ownership and risk in the Goods shall pass in accordance with the terms agreed between the Buyer and Distributor and applicable law.
b.The Platform does not acquire any title, ownership or risk in the Goods merely by facilitating the transaction, processing orders, coordinating delivery or providing related technology services.
12. Support and Assistance
a.For delivery-related assistance, Buyers may contact Platform through the following channels:
Email: support@sutraos.in
b.Platform may assist with delivery-related queries and coordinate with the relevant Distributor or delivery provider, as appropriate. Such assistance shall not affect the Distributor’s responsibility for fulfilment or the Buyer’s obligations under the applicable order and commercial arrangement.
13. Amendments
a.Platform may update or modify this Policy from time to time to reflect changes in the Platform, operational practices or applicable legal requirements. The updated Policy shall be made available on the Platform with the revised effective date.
14. Governing Terms
a.This Policy shall be read together with the Platform’s applicable Terms and Conditions, Privacy Policy and Return & Refund Policy, as may be updated from time to time. In the event of any inconsistency, the applicable order-specific or commercial terms agreed between the Buyer and Distributor shall prevail in relation to the sale and delivery of the Goods, while the Platform’s Terms and Conditions shall govern the use of the Platform and the services provided through the Platform.