Shipping policy

1. Overview

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

By placing an order on the website, you agree to this policy together with our Terms and Conditions and Refund and Cancellation Policy.

2. Shipping Coverage

We currently deliver orders only within India. Delivery is subject to the serviceability of the delivery PIN code by our logistics partners.

We may cancel an order if the delivery location is not serviceable, if special handling is unavailable, or if delivery would not be commercially or operationally reasonable. Any eligible prepaid amount will be refunded.

International shipping is not currently available through the website.

3. Order Processing and Dispatch

Orders are normally processed and dispatched within 1 to 3 business days after successful payment confirmation or order verification. The product page or checkout may state a different timeline for specific products.

Processing may take longer for:

  • Large quantities, oversized goods, heavy products, or items requiring special packaging.

  • Customised, personalised, made-to-order, back-order, or special-order products.

  • Orders requiring payment, address, COD, fraud, or stock verification.

  • Public holidays, peak sale periods, operational restrictions, or quality checks.

A dispatch notification may be sent by email, SMS, or WhatsApp. Dispatch timelines are separate from delivery timelines.

4. Estimated Delivery Time

An estimated delivery date may be shown on the product page, at checkout, on the order confirmation page, or after dispatch. It is an estimate and not a guaranteed delivery date.

Delivery time may vary because of location, courier serviceability, product size, weather, transport restrictions, strikes, festivals, government directions, natural events, or other circumstances beyond our reasonable control.

We will make reasonable efforts to deliver within the estimated timeline and provide updated information where available.

5. Shipping and COD Charges

Shipping, handling, and Cash on Delivery charges, if applicable, will be displayed before the order is confirmed.

Charges may depend on product dimensions, weight, delivery PIN code, order value, delivery method, and special handling requirements.

Original shipping and handling charges are normally non-refundable where delivery fails because of an incorrect address, customer refusal, an unavailable recipient, an unreachable phone number, or repeated unsuccessful attempts. They will not be deducted where the failure is caused by Plantex India or the courier partner.

6. Order Tracking

After dispatch, tracking details will normally be shared on the registered email address or mobile number. Tracking information may take up to 24 hours to become active after the shipment is handed over to the courier.

Customers should provide and maintain an active mobile number and correct email address. Courier tracking is provided by the logistics partner and may occasionally be delayed or incomplete.

7. Address and Contact Changes

Customers must provide a complete delivery address, including recipient name, house or building details, street, landmark, city, state, correct PIN code, and active mobile number.

Address or contact-detail changes must be requested before the order is packed or handed over to the courier. After handover, redirection may not be possible and may attract additional charges.

8. Delivery Attempts and Return to Origin

The customer or an authorised person should be available to receive the shipment. The courier may contact the customer before delivery.

A shipment may be returned to origin if delivery fails because of an incorrect or incomplete address, unavailable recipient, unreachable phone number, refusal, access restriction, or repeated failed attempts.

For customer-caused return-to-origin cases, an eligible prepaid refund will be processed after receipt and inspection, less the original shipping, COD, special-handling, and return freight charges actually incurred, where permitted by law.

Where return to origin is caused by courier failure, loss, damage, non-serviceability discovered after dispatch, or an error by Plantex India, we will offer an appropriate replacement or refund without deducting shipping charges.

9. Cash on Delivery Orders

Cash on Delivery is available only for selected PIN codes, order values, and product categories. We may contact the customer to verify the order before dispatch.

We may require advance payment or cancel a COD order where there are incomplete details, failed verification, repeated refusal or RTO history, suspected fraud, high order value, or oversized products.

The customer should keep the payable amount ready and follow the payment options accepted by the courier at delivery.

10. Split Shipments

An order may be divided into multiple packages based on product availability, warehouse location, size, weight, or courier limitations. Different packages may have different tracking numbers and delivery dates.

No extra shipping charge will be added only because Plantex India chooses to split an order.

11. Large, Heavy, and Oversized Products

Ladders, sanitary ware, bathtubs, vanities, flooring, sinks, safes, doors, and other oversized goods may require special transport.

Delivery may be limited to the building entrance, ground floor, or nearest safely accessible point, depending on courier conditions. Unless the product page specifically includes it, delivery does not include lifting to upper floors, unpacking, installation, plumbing, electrical work, assembly, or debris removal.

Customers must ensure that the delivery location has adequate road, gate, staircase, lift, doorway, and unloading access and should arrange additional manpower where required.

12. Damaged, Opened, or Tampered Shipments

Please inspect the outer packaging before accepting delivery. Where the package is visibly opened, crushed, wet, severely damaged, or tampered with, you should refuse delivery where reasonably possible, inform the delivery person, and take photographs or video.

Transit damage, wrong product, or missing-item claims discovered after opening must be reported within 48 hours of delivery with the order ID, product images, packaging images, shipping-label images, and a clear description. An unboxing video is helpful where available but is not the only form of acceptable evidence.

Please do not install, assemble, drill, use, or dispose of the product or packaging until we have reviewed the claim. Late claims may be declined where the delay prevents reasonable verification, subject to applicable consumer law and warranty rights.

13. Order Marked Delivered but Not Received

If tracking shows “Delivered” but the order has not been received, contact us within 24 hours of the delivery update. Please first check with family members, neighbours, security staff, reception personnel, and other authorised recipients.

We will raise an investigation with the courier. Resolution will depend on the available delivery proof and investigation findings, without limiting any legal rights available to the customer.

14. Delayed, Lost, or Undeliverable Shipments

A delivery delay does not automatically create a right to compensation. However, if a shipment is confirmed lost, damaged beyond delivery, or undeliverable within a reasonable revised timeline, we will offer a replacement or refund, subject to stock availability and the circumstances of the case.

For time-sensitive orders, customers should place orders early and should not rely on an estimated date as a guaranteed commitment unless expressly confirmed in writing by Plantex India.

15. Order Cancellation

A customer may request cancellation within 24 hours of placing the order, provided the order has not been packed, processed for special handling, customised, or handed over to the courier.

Generation of a tracking number alone does not always mean the order has been physically dispatched. Cancellation eligibility will depend on the actual fulfilment status.

After handover to the courier, cancellation may not be possible. A return after delivery will be accepted only where it meets the Refund and Cancellation Policy.

Same-day, express, customised, personalised, made-to-order, and special-order products may become non-cancellable immediately after confirmation if this is disclosed before purchase.

16. Returns and Reverse Shipping

Returns, replacements, refund eligibility, reverse-pickup charges, and inspection requirements are governed by our Refund and Cancellation Policy.

For an approved damaged, defective, missing, or incorrect-product claim, we will normally arrange reverse pickup without additional charge. If pickup is unavailable, we may authorise self-shipping and reimburse reasonable freight against a valid receipt, subject to prior written approval.

If a return fails inspection because of misuse, installation, alteration, missing parts, or a false claim, the return may be rejected and reasonable shipping costs may be charged before sending the product back.

17. Customer Responsibilities

  • Provide complete and accurate delivery and contact information.

  • Keep the registered mobile number reachable and monitor tracking updates.

  • Be available during delivery attempts or authorise a responsible recipient.

  • Check package condition and product details before installation or use.

  • Report delivery issues within the applicable period and preserve relevant evidence.

18. Events Beyond Our Control

We will not be responsible for delay or failure caused by events outside our reasonable control, including natural disasters, severe weather, epidemic restrictions, war, civil disturbance, strikes, transport breakdowns, government actions, internet or payment-network failure, or courier disruption. We will take reasonable steps to reduce the impact and complete or cancel affected orders as appropriate.

19. Contact and Grievance

Contact Us

Email: cs@plantex.in

Customer Support: +91 756 756 7500

Support Hours: Monday to Saturday, 10:00 AM to 5:00 PM IST (excluding public holidays)

Registered Office: Plot No. 5, Road No. 1, Kathwada GIDC, Odhav, Ahmedabad, Gujarat, India - 382430

Grievance Redressal

Customers may raise a complaint or grievance using the details below:

Name

Parth Chauhan

Designation

Grievance Officer

Company

Plantex E-Commerce Private Limited

Email

grievance@plantex.in

Address

Plot No. 5, Road No. 1, Kathwada GIDC, Odhav, Ahmedabad, Gujarat, India - 382430

We will acknowledge consumer grievances within 48 hours and aim to resolve them within one month from receipt, or within any shorter period required by applicable law.

20. Changes to This Policy

We may revise this Shipping Policy from time to time. The updated version will be posted on the website with a revised effective date. The policy applicable to an order will normally be the version published when the order was placed, unless a change is required by law or is more favourable to the customer.

21. Governing Law and Consumer Rights

This policy is governed by the laws of India. Subject to mandatory consumer-protection forums and other legal rights, disputes will be subject to the jurisdiction of competent courts in Ahmedabad, Gujarat.

Nothing in this policy limits any non-waivable right or remedy available to a consumer under applicable law.