SHIPPING & DELIVERY POLICY

Khaticraft Furnishing & Decor Solutions Pvt. Ltd.

Effective Date: 17 May 2026 | Last Updated: 17 May 2026

At Khaticraft Furnishing & Decor Solutions Pvt. Ltd. ("Khaticraft," "we," "our," or "us"), we are committed to delivering your handcrafted furniture and decor with care, precision, and on time. We understand that furniture is a significant investment, and the delivery experience is just as important as the product itself.

This Shipping & Delivery Policy explains the terms, timelines, charges, and processes related to the delivery of products purchased from www.khaticraft.com. By placing an order on our Website, you acknowledge that you have read, understood, and agreed to this Policy.

This Policy is published in compliance with the Consumer Protection (E-Commerce) Rules, 2020, the Sale of Goods Act, 1930, the Information Technology Act, 2000, and other applicable laws of India.

1. Shipping Coverage

1.1 Geographic Reach

Khaticraft currently delivers across India, including:

• All major metropolitan cities (Delhi NCR, Mumbai, Bangalore, Chennai, Kolkata, Hyderabad, Pune, Ahmedabad, etc.)

• Tier 1 and Tier 2 cities across all Indian states

• Select Tier 3 cities and serviceable towns (subject to logistics partner availability)

• Remote areas and hilly regions (subject to feasibility and additional charges)

1.2 Non-Serviceable Areas

Delivery may not be available to:

• Restricted military zones, security zones, or border areas

• Locations where our logistics partners do not operate

• Areas affected by natural disasters, lockdowns, or civil unrest

• International destinations (we currently do not ship outside India)

You can check serviceability by entering your pincode at checkout. If your area is not serviceable, please contact us at care@khaticraft.com for special arrangements.

2. Shipping Zones & Charges

2.1 Shipping Zones

Zone A — Delhi NCR: Delhi, Gurgaon, Noida, Greater Noida, Faridabad, Ghaziabad

Zone B — Tier 1 Cities: Mumbai, Bangalore, Chennai, Kolkata, Hyderabad, Pune, Ahmedabad, Jaipur, Chandigarh, Lucknow

Zone C — Tier 2 Cities: Other major cities and state capitals

Zone D — Tier 3 & Remote Areas: Smaller towns, hilly regions, and remote locations

2.2 Shipping Charges

Free Shipping: Selected products qualify for FREE standard shipping across Zones A, B, and C.

For orders below the free shipping threshold or to Zone D areas, shipping charges will be calculated based on:

• Product weight, dimensions, and volumetric weight

• Delivery zone and pincode

• Type of delivery service selected (standard / express / installation)

• Number of items and packaging requirements

Exact shipping charges will be displayed transparently at checkout before payment. No hidden charges will be added later.

2.3 Premium Delivery Services

In-Room Placement: Free in Delhi NCR and other tier 1 Cities for all website orders; ₹500 - ₹2,500 in other cities depending on the item and area pincode decided by the Khaticraft.

Full Assembly & Installation: Free in Delhi NCR for orders above ₹25,000; chargeable in other zones based on item complexity

Express Delivery: Available for select ready-stock items in Delhi NCR at an additional charge

White-Glove Service: Premium delivery with assembly, placement, and packaging removal — available on request for high-value orders with additional charges.

3. Delivery Timelines

3.1 Order Processing Time

• Orders are processed within 2-3 working days of payment confirmation

• You will receive an order confirmation email/SMS upon successful payment

• A dispatch notification with tracking details will be sent once your order is shipped

3.2 Delivery Timeline by Product Category

Ready-Stock Items (in inventory):

◦ Zone A (Delhi NCR): 7-10 working days

◦ Zone B (Tier 1 Cities): 7-12 working days

◦ Zone C (Tier 2 Cities): 10-15 working days

◦ Zone D (Remote Areas): 14-21 working days

Made-to-Order / Custom Furniture:

◦ Production: 4-6 weeks from order confirmation and design approval

◦ Shipping: As per zone timelines above, added to production time

◦ Total: Typically 4-8 weeks from order date

Bulk & B2B Orders:

◦ Timeline communicated separately based on order size and specifications

◦ Usually 4-12 weeks depending on quantity and customization

3.3 Important Notes on Timelines

• All timelines are estimates based on typical conditions and are NOT guaranteed

• Working days exclude Sundays and public holidays

• Timelines may be extended due to factors beyond our control (see Section 9: Force Majeure)

• During peak seasons (festivals, monsoon, etc.), delivery may take slightly longer

• Multi-item orders may be delivered in multiple shipments; you will be informed in advance

4. Order Tracking

4.1 How to Track Your Order

Once your order is dispatched, you will receive:

• Email and SMS notification with tracking number and logistics partner details

• A direct tracking link to monitor your shipment in real-time

• Updates on key milestones (dispatched, in transit, out for delivery, delivered)

4.2 Tracking Methods

• Log in to your Khaticraft account and visit the "My Orders" section

• Use the tracking link shared via email/SMS

• Call our customer care at +91-9999784595 with your order number

• Email care@khaticraft.com for tracking assistance

• Track your order at: https://www.khaticraft.com/track-order

5. Delivery Process

5.1 Pre-Delivery Communication

• Our logistics partner will contact you 24-48 hours before delivery to schedule a convenient slot

• Please ensure your contact number is reachable and address is accurate

• For large items, please ensure clear access paths (lifts, staircases, doorways) at the delivery location

5.2 Standard Delivery (Curbside)

Standard delivery includes:

• Delivery to the ground floor or building entrance

• Handover of packaged items to you or your authorized representative

• Verification of order receipt via signature on Proof of Delivery (POD)

Standard delivery does NOT include carrying items upstairs, unpacking, or assembly.

5.3 In-Room Placement (Premium)

In-room placement includes:

• Carrying items to the specified room within your premises

• Placement in the desired position (within reasonable effort)

• Removal of outer packaging upon request

Customer must ensure pathways are clear and dimensions allow safe entry.

5.4 Assembly & Installation

For items requiring assembly:

• Our trained technicians will assemble and install the product at your location

• All necessary tools and hardware will be provided

• Standard installation includes basic positioning, leveling, and functional checks

• Wall mounting, electrical work, or structural modifications are NOT included unless specifically agreed

Installation by Khaticraft-authorized technicians is REQUIRED for warranty validity on assembly-required items.

5.5 Mandatory Delivery Inspection

CRITICAL: Customer or authorized representative MUST inspect the product at the time of delivery. Please refer to our Refund & Return Policy (Section 2) for detailed inspection requirements.

Key requirements:

• Inspect outer packaging for visible damage BEFORE accepting

• Open and inspect the product in the presence of delivery personnel (where feasible)

• Take photographs/video of the unboxing process for high-value items

• Note any damage on the Proof of Delivery (POD) before signing

• Report damage or defects within 48 hours of delivery to care@khaticraft.com

6. Customer Responsibilities

To ensure smooth delivery, customers are responsible for:

• Providing accurate, complete, and current delivery address at the time of order

• Including landmark, building name, floor, and contact number

• Ensuring availability of the customer or authorized representative at the delivery address on the scheduled date

• Verifying that the delivery location can accommodate the product dimensions (doorways, lifts, staircases)

• Providing clear access paths and removing obstructions

• Notifying Khaticraft in advance if access restrictions (e.g., building rules, no-lift access, narrow stairs) apply

• Inspecting the product upon delivery and reporting issues within 48 hours

• Keeping a valid photo ID ready for verification, especially for high-value or Cash on Delivery orders

7. Failed Delivery & Re-Delivery

7.1 Reasons for Failed Delivery

Delivery may be marked as failed/unsuccessful if:

• Customer is unavailable at the delivery address on the scheduled date

• Address provided is incorrect, incomplete, or unreachable

• Customer refuses delivery without valid reason

• Access to the delivery location is restricted (no entry permission, locked premises)

• Product cannot fit through doorways, staircases, or lifts due to dimensional constraints

• Payment verification fails (for Cash on Delivery orders)

7.2 Re-Delivery Attempts

• We provide 2 (two) free re-delivery attempts after a failed delivery

• From the 3rd (third) attempt onwards, a re-delivery charge of ₹500 - ₹2,500 will apply (based on item and location)

• Re-delivery attempts must be requested within 7 days of the first failed delivery

• After 3 failed attempts, the order may be cancelled and refunded (minus shipping and handling charges)

7.3 Storage Charges

If a product is returned to our warehouse due to repeated delivery failures or customer unavailability, the following may apply:

• Free storage for 7 days from the date of return to warehouse

• Storage charges of ₹100-₹500 per day after the 7-day grace period (based on item size)

• Items unclaimed for 30 days may be deemed abandoned and disposed of, with no refund

8. Risk, Title & Insurance

8.1 Transfer of Risk

Risk in the products passes to you upon delivery and acceptance at the delivery address. Khaticraft is not liable for any loss or damage occurring after the product has been delivered and accepted.

8.2 Transfer of Title

Title (ownership) in the products passes to you only upon full payment of the order value. Until full payment is received, products remain the property of Khaticraft.

8.3 Transit Insurance

All shipments are dispatched with industry-standard transit handling. For high-value orders or premium shipping options, additional transit insurance may be available at the customer's request and cost.

9. Delays & Force Majeure

Delivery timelines may be impacted by factors beyond our control, including but not limited to:

• Natural disasters, floods, earthquakes, cyclones

• Monsoon-related delays affecting logistics

• Government actions, lockdowns, curfews, regulatory orders

• Strikes, riots, civil unrest, terrorism

• Pandemics, epidemics, or public health emergencies

• Logistics partner disruptions, transport strikes

• Power outages, fuel shortages, infrastructure failures

• Incorrect or incomplete address provided by customer

• Unavailability of customer at the delivery address

In such events, our delivery obligations will be suspended, and timelines extended accordingly. We will make reasonable efforts to keep you informed of delays. Khaticraft shall not be liable for any losses, damages, or claims arising from such delays.

10. Cash on Delivery (COD)

10.1 COD Availability

• Cash on Delivery is not available except few selected products only

• COD is not available for custom-made, bespoke, or made-to-order items

• COD is subject to serviceability by our logistics partners in your area

• COD orders may require additional verification, including phone confirmation

10.2 COD Charges

• A nominal COD handling fee may apply (displayed at checkout)

• Exact change is preferred; delivery personnel may not always carry change

10.3 COD Refusal

Important: If a customer refuses to accept a COD order without valid reason, Khaticraft reserves the right to:

• Restrict future COD orders from the same customer

• Recover return logistics costs from the customer

• Take appropriate legal action for fraudulent COD refusals

11. Special Order Categories

11.1 Bulk & B2B Orders

For bulk orders (10+ units), B2B purchases, hotel/builder/corporate orders:

• Shipping is arranged based on the specific contract or purchase order

• Dedicated logistics support is provided

• Delivery timelines, charges, and terms are agreed separately

• Special handling, palletization, or staggered delivery may be available on request

Please contact our B2B team at care@khaticraft.com for bulk order shipping terms.

11.2 Custom & Bespoke Furniture

• Custom orders follow extended timelines as detailed in Section 3.2

• Multiple coordination calls may be required for design, dimensions, and delivery scheduling

• Custom orders may require white-glove delivery service (additional charges may apply)

11.3 Fragile & High-Value Items

• Items containing glass, marble, mirrors, or other fragile materials receive specialized packaging

• High-value orders (above ₹1,00,000) may require additional documentation and verification at delivery

• Photo ID verification may be mandatory for premium orders

12. Damaged or Lost Shipments

12.1 Damaged During Transit

If you receive a product damaged during transit, please follow the procedure outlined in our Refund & Return Policy. In summary:

• Inspect the package and contents at the time of delivery

• Note damage on the Proof of Delivery (POD) before signing

• Report to care@khaticraft.com within 48 hours of delivery with photographs

• Refuse delivery if damage is severe (please notify us before refusal)

12.2 Lost Shipments

In the rare event a shipment is lost in transit:

• We will initiate a tracing process with our logistics partner

• If the shipment cannot be located within 15 working days, we will offer a replacement or full refund

• Customer cooperation may be required for documentation and verification

13. Address Changes & Order Modifications

• Address changes can be requested within 2 hours of order placement, before dispatch

• Once an order is dispatched, address changes may not be possible or may incur additional charges

• Email care@khaticraft.com immediately with the subject "Address Change Request – Order #[Your Order Number]"

• Significant address changes (different city/state) may require order cancellation and re-order

14. Returns & Exchanges Shipping

For returns, replacements, or exchanges, please refer to our separate Refund & Return Policy. In summary:

• Return pickups are arranged by Khaticraft via our logistics partners

• Customer may bear return shipping costs for non-defective returns

• Khaticraft bears return shipping costs for defective, damaged, or wrong-item returns

15. Updates to This Policy

Khaticraft reserves the right to modify this Shipping & Delivery Policy at any time without prior notice. Updates will be posted on the Website with a revised "Last Updated" date. Your continued use of our Services after such changes constitutes your acceptance of the updated Policy.

For significant changes, we will make reasonable efforts to notify you via email or a prominent notice on the Website.

16. Grievance Redressal

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

Name: Ms. Pooja Kumari Jangra

Designation: Grievance Officer

Company: Khaticraft Furnishing & Decor Solutions Pvt. Ltd.

Address: Plot No. 9A & 31, Furniture Block, WHS Kirti Nagar, New Delhi – 110015, India

Email: care@khaticraft.com

Phone: +91-79885 83676

Working Hours: Monday to Saturday, 10:00 AM – 7:00 PM IST (excluding public holidays)

We endeavor to acknowledge grievances within 48 hours and resolve them within 15 (fifteen) days of receipt, in accordance with applicable laws.

17. Contact Us

For any questions, concerns, or assistance regarding shipping and delivery, please contact us: