Shipping & Delivery Policy

Tohands’s Shipping & Delivery Policy’s (“Delivery Policy”) objective is to inform You about the terms and conditions for shipping and delivery of products offered by Tohands. Delivery Policy shall apply to and govern the delivery of products offered by Tohands through https://smart.tohands.in/, sub-domains of the Website and Our mobile/web applications (hereinafter, collectively referred to as the “Platform”), by the user (hereinafter, “You”, “Your”, or “User”). The Terms shall apply to the User in relation to the relevant Services availed on the Platform. Capitalized terms not defined herein, shall have the meaning set out in the Terms.

• GENERAL CONDITIONS

1. Platform is developed, owned, operated and provided by Tohands Private Limited, a company incorporated under the Companies Act, 2013, having its registered office at WeWork Oberoi Commerz II, 20th Floor, CTS No. 95, 4 B 3 & 4 590 Off W. E. Highway, Oberoi Garden City, Goregaon East, Mumbai, Maharashtra, 400063, India (hereinafter referred to as “Company”, “Tohands”, “Our”, “We”, or “Us”). The User and Company are referred individually as “Party” and collectively as “Parties”.
2. The Terms and Conditions published on the Platform are incorporated by reference here and shall be read as a part of the Delivery Policy. This Delivery Policy, together with the Terms and Conditions and other Policies sets out Tohands procedures and policies for delivery of products. Any order of Products by You are subject to the terms and conditions set out under this Delivery Policy.
3. We provide shipping and delivery of our products all over India. We aim to provide the best customer experience for You by tying-up and partnering with leading logistics service providers to handle Your order in the best possible way and to ensure that You have a hassle-free experience in receiving the product that You have ordered from the Platform. We make all commercially reasonable endeavours to ensure that the Products are delivered to You in a timely fashion.

• APPLICABILITY OF POLICY – By using the Platform and/or initiating a request for purchase of products on the Website, You agree to be bound by the terms contained in this Delivery Policy. If You do not agree to the terms contained in this Delivery Policy, You are advised not to transact on the Platform. Please note that, We may from time to time change the terms of the Delivery Policy. Every time you wish to use the Platform, please check the Delivery Policy to ensure You understand the terms and conditions that apply at that time.

• TERMS OF SHIPPING AND DELIVERY

1. We partner with third party logistics service providers in order to effectuate product shipping and delivery to You (“Logistics Partners”). We shall provide the details of the Logistics Partner who will be responsible for processing the shipping and delivery of any product(s) purchased by You on the Platform at the time such Product is processed and successfully handed over to the Logistics Partner by Us. The Products are usually dispatched within 6 to 8 days of receiving the order or as per the delivery date agreed at the time of order confirmation and delivering of the shipment subject to Logistics Partner / post office norms. In any case, the User will be provided with an estimated timeline for the delivery of the Product purchased from the Platform. This estimated timeline shall be notified to the user on the order confirmation page displayed at the time the order is confirmed by Us. We will also share details about Your orders pursuant to their dispatch on the e-mail ID and/or mobile number provided by You/ registered with Us. You agree and understand that though We effectuate product delivery to the Users through our Logistics Partners, We reserve the right to ship and deliver the products on Our own without engaging any Logistics Partners or third party service providers. You agree and understand that though we endeavour to ship and deliver our products all across India, We may, in our sole discretion determine a select list of areas which are unserviceable for delivery of products, from time to time. We or Our Logistics Partners do not provide shipping and delivery services in such unserviceable areas and may not process Your orders on the Platform in such cases. In the event an area has been deemed unserviceable by Us, we shall notify such User at the time of placing an order for purchase of products on the Platform. 
2. You agree and acknowledge that to effectuate timely delivery of the purchased products to You We may inquire or collect specific information like your name, shipping address, billing address, landmarks, contact details, etc. You shall ensure that all information that is submitted by You to Us on the Platform is true, complete, accurate and sufficient to identify the actual place of delivery. You understand that You shall bear absolute liability in case of any failure by Us in delivering the purchased products due to Your failure to provide correct, complete, sufficient and accurate information at the time of placing the order. It is further clarified that We shall not be liable in any manner and at any point in time due to Your failure to provide correct and complete information to enable Us to execute a successful delivery of the products.
3. We will attempt to deliver the purchased product to Your designated address within the estimated timeline of delivery notified to You. In the event You are not available or present to accept the delivery of the product, our Logistics Partners will make a maximum of three (3) attempts to deliver the purchased product(s) to You. If the third delivery attempt is unsuccessful and You continue to remain unavailable, We reserve the right to cancel the order of the purchased products at Our sole discretion and the product will be sent back to its original source. We further reserve the right to deduct the shipping and delivery charges borne by Us while processing any refunds subsequent to such cancellation.
4. While We make reasonable endeavours in ensuring that purchased products are delivered to You in a timely manner and within the timeline notified to You, You accept and acknowledge that the delivery may be delayed on account of:

1. Logistics issues beyond our control;
2. Unsuitable weather conditions;
3. Political disruptions, strikes, employee-lockouts, etc.;
4. Acts of God such as floods, earthquakes, etc.; and
5. Other unforeseeable circumstances.

1. In such events of delay, we shall make reasonable attempt to inform You by writing to Your email ID and/or mobile number registered with Us. We disclaim all liabilities that may arise on account of Our failure to inform or notify You of delays in the delivery of purchased products. Further, We shall be under no obligation to compensate You for any claim that may otherwise arise on account of delay in the shipment or delivery or use of the purchased products.
2. We endeavour to engage Logistics Partners, employees, agents with highest regard for ethics and integrity; and who behave in a fashion that exudes thorough professionalism, competence and good mannerism. You agree and acknowledge that the actions, inactions of delivery individuals are not in Our control, and it is not possible for Us to monitor and observe each delivery executive. Since We are merely facilitating delivery of a product purchased by You, We shall not be liable for any acts or omissions on part of our delivery agents, employees, or personnel and/ or the Logistics Partners or their employees, agents, or personnel including deficiency in service, wrong delivery of product, time taken to deliver the product, product package tampering, misconduct etc. For the sake of abundant clarity, it is stated that any ill-mannerism, impoliteness, discourtesy or offensiveness shown by Our delivery executives or the employees, agents, personnel of the Logistics Partners is beyond Our control and any issue arising between You and our delivery executive or an employee, agent, personnel of the Logistics Partners will have to be resolved by You, independently. You agree and acknowledge that You will not hold us responsible or require us to settle, mediate or resolve any disputes between You and the delivery personnel delivering the products to You.
3. Once you place an order on the Platform, we process such order and hand over the purchased product to Our Logistics Partner. The User will receive a unique tracking identity number once the purchased product is handed over to the Logistics Partner, which will enable the User in tracking the status of delivery of the purchased products. The User may use the tracking identity number on the Website or the website and/or the mobile application of the Logistics Partner to check the status and location of the purchased product and its estimated time of delivery. Our operations and service teams coordinate with the Logistics Partners to ensure that the products are delivered to You at the earliest and make all reasonable efforts in ensuring that the Logistics Partners update the tracking status of the purchased products on a real time basis. It is clarified that We engage third party service providers to effectuate deliveries of the products and hence, we do not guarantee the accuracy or correctness of the tracking status and the status may be subject to inconsistencies arising out of time-lags in updating the information and/ or other technical difficulties which are not in our control.
4. We reserve the right to charge or collect shipping fees on products from time to time. Shipping charges may vary based on the value of the product, type of product, area of delivery, payment mechanism, etc. In the event We charge a shipping fees for the delivery of a purchased product, such shipping fees will not be refunded by Us pursuant to any return request raised by You. However, we may make exceptions and refund the shipping fees in the event a defected, damaged, deficient or incorrect product (for reasons attributable to, and accepted by Us after due verification in our sole discretion) has been delivered. You acknowledge and accept that the title and risk of all products ordered by You shall pass on to You upon the delivery of the purchased products to You. You agree that the Logistics Partners are authorized to collect cash on our behalf for ‘cash on delivery’ orders.

• CONTACT US – Any queries or concerns relating to the shipping and delivery of products as per this Delivery Policy may be directed by You to Our customer support team who can be contacted at the below mentioned details:

Contact Detail 

Corporate Address – Tohands Pvt Ltd, 1st Floor, 150/1, 1st B Cross

Street, Koramangala 8th Block, Bangalore, 

Karnataka 560095, India.

Customer Support Email – hello@tohands.in

Helpdesk – 040-452-08234