Shipping policy

Effective Date: 15 July 2026

1. Overview

This Shipping Policy applies to all orders placed through www.plantex.in, operated by Plantex E-Commerce Private Limited, referred to as “Plantex India,” “we,” “us,” or “our.”

By placing an order on our website, you agree to the shipping terms mentioned in this policy.


2. Shipping Coverage

We currently deliver orders only within India.

Delivery is subject to the serviceability of the customer’s PIN code by our courier partners. We reserve the right to cancel an order if the delivery address is not serviceable.

International shipping is currently not available.


3. Order Processing

Orders are processed after successful payment confirmation or order verification.

Processing and dispatch time may vary depending on:

  • Product availability

  • Order quantity

  • Product size and weight

  • Delivery location

  • Public holidays or operational restrictions

  • Special, customised, or made-to-order products

Customers will receive an email, SMS, or WhatsApp notification once the order has been dispatched.


4. Estimated Delivery Time

The estimated delivery date may be displayed at checkout, on the order confirmation page, or shared after dispatch.

Delivery timelines are estimates and may vary depending on the delivery location, courier serviceability, product type, weather conditions, transport restrictions, strikes, government regulations, natural events, or other circumstances beyond our control.

Plantex India will make reasonable efforts to deliver every order within the estimated timeline, but we cannot guarantee delivery on an exact date.


5. Shipping Charges

Shipping charges, if applicable, will be displayed during checkout before the order is confirmed.

Shipping charges may depend on:

  • Product dimensions and weight

  • Delivery PIN code

  • Order value

  • Delivery method

  • Special handling requirements

Original shipping charges are non-refundable, except when the order is cancelled by Plantex India before delivery.

Cash on Delivery orders may include additional COD handling charges, which will be displayed at checkout.


6. Order Tracking

Once an order is dispatched, the tracking number and courier details will be shared through the registered email address, mobile number, SMS, or WhatsApp.

Tracking information may take up to 24 hours to become active after dispatch.

Customers are responsible for providing a correct mobile number and email address while placing the order.


7. Address and Contact Detail Changes

Customers must provide a complete and accurate delivery address, including:

  • Recipient name

  • House, flat, building, or plot number

  • Street and landmark

  • City and state

  • Correct PIN code

  • Active mobile number

A request to change the delivery address or contact details must be submitted before the order is dispatched.

Once an order has been dispatched, we may not be able to change the address or redirect the shipment.


8. Delivery Attempts

Our courier partner may contact the customer before attempting delivery.

The customer or an authorised person should be available at the delivery address to receive the shipment.

If delivery is unsuccessful because of an incorrect address, unavailable recipient, unreachable phone number, refusal to accept the order, or repeated failed delivery attempts, the shipment may be returned to Plantex India.

For prepaid orders returned to origin, the eligible refund will be processed after the product is received and inspected at our warehouse. Original shipping and handling charges will not be refunded.


9. Cash on Delivery Orders

Cash on Delivery availability is subject to the delivery PIN code, order value, product category, and courier serviceability.

Plantex India may contact the customer to verify a COD order before dispatch.

We reserve the right to cancel or convert a COD order to prepaid in cases involving:

  • Incomplete customer details

  • Failed order verification

  • Repeated refusal of deliveries

  • Previous Return-to-Origin history

  • Suspected fraudulent activity

  • High-value or oversized products

The customer should keep the payable amount ready at the time of delivery.


10. Split Shipments

An order containing multiple products may be shipped in separate packages depending on product availability, warehouse location, size, or courier limitations.

Customers may receive different tracking numbers and delivery dates for different packages under the same order.

No additional shipping charge will be applied solely because an order is split by Plantex India.


11. Large, Heavy, and Oversized Products

Certain products, including ladders, sanitary ware, bathtubs, vanities, flooring products, sinks, safes, and other oversized items, may require special transportation.

Delivery of such products may be limited to the building entrance, ground floor, or the nearest accessible point, depending on the courier’s delivery conditions.

The customer is responsible for arranging any additional manpower, lifting, movement to upper floors, installation, plumbing, electrical work, or assembly unless specifically included in the product listing.

Customers should ensure that the delivery location has sufficient access for the shipment.


12. Damaged or Tampered Shipment

Customers should inspect the outer packaging before accepting the delivery.

If the package is visibly damaged, crushed, opened, or tampered with:

  • Do not accept the shipment.

  • Inform the delivery person about the damage.

  • Take clear photographs or a video of the package.

  • Contact Plantex India immediately.

If damage is discovered after opening the package, the customer must report it within 48 hours of delivery with:

  • Order ID

  • Product images

  • Outer packaging images

  • Shipping label images

  • An unboxing video, where available

  • A clear description of the issue

Claims raised after the applicable reporting period may not be accepted.


13. Order Marked Delivered but Not Received

If the courier tracking status shows “Delivered” but the customer has not received the order, the customer must contact us within 24 hours of the delivery update.

The customer should also check with family members, neighbours, security staff, reception personnel, or any authorised person who may have accepted the package.

Plantex India will raise an investigation with the courier partner. Resolution will depend on the findings provided by the courier company.


14. Delivery Delays

Delivery may be delayed due to:

  • Weather conditions or natural disasters

  • Transport or courier disruptions

  • Strikes or public disturbances

  • Government restrictions

  • Festivals and peak sale periods

  • Incorrect or incomplete delivery information

  • Remote-area service limitations

  • Product availability or quality inspection

  • Events beyond the reasonable control of Plantex India

We will make reasonable efforts to provide updated tracking or delivery information. A delay in delivery does not automatically make an order eligible for compensation.


15. Order Cancellation

Orders may be cancelled within 24 hours of placement, provided they have not been dispatched.

Once a tracking number has been generated or the order has been handed over to the courier partner, the order cannot be cancelled.

Same Day Delivery, Express Delivery, customised, personalised, and made-to-order products may not be eligible for cancellation after confirmation.

Plantex India may cancel an order due to stock unavailability, incorrect pricing, payment verification failure, suspected fraud, or non-serviceability of the delivery address.


16. Returns and Reverse Shipping

Returns, replacements, reverse pickup charges, and refunds are governed by our separate Refund Policy.

For approved damaged, defective, or incorrect-product claims, Plantex India will arrange reverse pickup without additional charge.

If a return is rejected during quality inspection due to misuse, installation, alteration, missing parts, incomplete packaging, or the product being found in proper working condition, the cost of shipping the product back to the customer may be charged to the customer.


17. Customer Responsibilities

Customers are responsible for:

  • Providing accurate delivery details

  • Keeping their registered mobile number reachable

  • Tracking the shipment after dispatch

  • Being available during delivery attempts

  • Inspecting the package before installation or use

  • Reporting damage, shortage, or incorrect delivery within the applicable period

Plantex India will not be responsible for delivery failures caused by incorrect or incomplete information provided by the customer.


18. Contact Us

For shipping, tracking, or delivery-related assistance, contact us at:

Email: cs@plantex.in

Customer Support: +91 756 756 7500

Support Hours: Monday to Saturday, 9:30 AM to 6:30 PM

Please provide your order ID and registered mobile number when contacting our support team.


19. Policy Updates

Plantex India reserves the right to modify or update this Shipping Policy at any time.

Changes will become effective once published on the website. Customers are advised to review the policy before placing an order.


20. Governing Law

This Shipping Policy shall be governed by the laws of India. Any dispute shall be subject to the jurisdiction of the competent courts in Ahmedabad, Gujarat.