Shipping Policy

This Shipping & Delivery Policy explains how Zofanso Consumer Products are processed, packed, dispatched and delivered to customers purchasing through Zofanso's website, application, or other authorized sales channels.

For food products sold through e-commerce, Zofanso will follow applicable FSSAI requirements relating to food information, product safety and delivery. FSSAI's current framework requires relevant mandatory food information to be made available to consumers before purchase, and FSSAI has issued specific directions concerning shelf life and safe last-mile delivery of food products.

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1. Order Processing

Orders are processed after successful confirmation of the order and, where applicable, successful payment authorization.

Zofanso may require additional time to process orders in circumstances including:

• High order volumes

• Product availability issues

• Public holidays

• Severe weather

• Transportation disruptions

• Operational or technical issues

• Address verification

• Other circumstances beyond reasonable control

Orders containing multiple products may be processed and delivered together or separately depending on product availability, warehouse location and logistics requirements.

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2. Shipping & Delivery Areas

Zofanso Consumer Products may be delivered to serviceable locations within India.

Delivery availability depends on:

• Customer's PIN code

• Product category

• Inventory availability

• Courier/logistics coverage

• Applicable transportation restrictions

• Product-specific delivery requirements

Certain products may not be available for delivery to particular locations due to regulatory, logistical, environmental or operational restrictions.

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3. Estimated Delivery Time

The estimated delivery time will generally be displayed during the ordering process or communicated through the applicable order confirmation.

Estimated delivery periods may vary depending on the customer's location and product availability.

Unless specifically guaranteed, displayed delivery times are estimates and not guaranteed delivery commitments.

Delivery may take longer during:

• Festivals and public holidays

• Sales or promotional periods

• Extreme weather

• Natural disasters

• Transportation disruptions

• Government restrictions

• Unforeseen logistical circumstances

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4. Shipping Charges

Applicable shipping or delivery charges, if any, will be displayed to the customer before completion of the order.

Shipping charges may vary based on:

• Delivery location

• Order value

• Product category

• Package size or weight

• Delivery method

• Promotional offers

• Applicable taxes or other charges

Where free shipping is offered, the applicable eligibility conditions will be displayed at the time of purchase.

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5. Product Availability

All orders are subject to product availability.

If an ordered product becomes unavailable after the order has been placed, Zofanso may:

1. Inform the customer and offer an appropriate alternative, where available;

2. Remove the unavailable item from the order; or

3. Cancel the unavailable item and initiate an applicable refund.

The customer will not be charged for an item that Zofanso is unable to supply, except where otherwise clearly communicated and permitted by applicable law.

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6. Food Product Shipping

Zofanso takes reasonable measures to ensure that packaged food products are stored, handled and transported in a manner appropriate to their nature.

For food products sold through e-commerce, FSSAI has directed e-commerce food business operators to ensure adequate remaining shelf life at delivery and that last-mile delivery does not compromise food safety.

Where applicable, food and non-food products may be handled or packed separately to reduce the possibility of contamination. FSSAI has specifically highlighted separation of food and non-food items during delivery as part of e-commerce food-safety compliance.

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7. Packaging

Zofanso products shall be packed appropriately according to the nature of the product.

Packaging may include:

• Outer shipping boxes

• Protective packaging

• Sealed pouches

• Cartons

• Tamper-evident or protective seals, where appropriate

Customers are advised to inspect the package at the time of delivery.

If the package appears open, severely damaged, leaking, contaminated or tampered with, the customer should avoid using the affected product and contact Zofanso customer support as soon as possible.

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8. Delivery Attempts

The delivery partner may make reasonable attempts to deliver the order to the address provided by the customer.

The customer should ensure that:

• The delivery address is accurate.

• The PIN code is correct.

• A valid phone number is provided.

• Someone is available to receive the shipment where required.

• Any necessary delivery instructions are provided in advance.

Failure to provide a correct address or failure to receive an order may result in a delayed or unsuccessful delivery.

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9. Incorrect or Incomplete Address

Zofanso shall not be responsible for delays or failed deliveries resulting from:

• Incorrect address

• Incomplete address

• Incorrect PIN code

• Incorrect phone number

• Missing building/house information

• Customer unavailability

• Customer refusal to accept the shipment

Where operationally possible, Zofanso may contact the customer to obtain corrected information.

Additional delivery charges may apply where permitted and clearly communicated.

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10. Delayed Delivery

Although Zofanso aims to deliver orders within the estimated timeframe, delays may occur because of circumstances beyond its reasonable control.

Examples include:

• Heavy traffic

• Weather conditions

• Natural disasters

• Strikes

• Transportation failures

• Government restrictions

• Public emergencies

• Courier disruptions

• Incorrect delivery information

• Unexpected operational issues

A delay in delivery does not automatically constitute cancellation or entitlement to compensation unless otherwise required by applicable law or expressly promised by Zofanso.

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11. Delivery Confirmation

Delivery may be confirmed through:

• OTP verification

• Photograph or other delivery evidence, where applicable

Customers should retain their order confirmation and other relevant records until the order has been successfully received.

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12. Damaged Products

If a product arrives damaged, leaking, broken, opened or otherwise unsuitable for use, customers should contact Zofanso customer support promptly.

The customer may be requested to provide:

• Order ID

• Product name

• Batch/Lot number, where applicable

• Photographs or video of the product

• Photographs of the outer packaging

• Description of the issue

• Delivery details

Zofanso may investigate the complaint and provide an appropriate resolution in accordance with its applicable Return, Refund and Replacement Policy and applicable law.

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13. Wrong or Missing Products

If the customer receives:

• A different product;

• An incorrect quantity;

• A missing product; or

• An item not included in the confirmed order,

the customer should report the issue through Zofanso customer support within the applicable complaint period.

Zofanso may verify the order, packing and delivery records before providing a replacement, refund, credit or other appropriate resolution.

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14. Perishable or Temperature-Sensitive Products

Where Zofanso offers products requiring special temperature or handling conditions, such products may be subject to additional delivery restrictions.

Availability, delivery windows and replacement/refund conditions may vary according to the nature of the product.

Customers should follow the storage instructions printed on the product packaging immediately after receiving the product.

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15. Cancellation During Shipping

Once an order has been dispatched or handed over to a logistics partner, cancellation may not always be possible.

If cancellation is permitted after dispatch, applicable shipping, return or other charges may apply where legally permissible and clearly communicated.

Product-specific cancellation restrictions may apply.

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16. Refused Delivery

Customers should not refuse delivery solely because of minor variations in outer packaging that do not affect the product.

However, if the shipment appears materially damaged, opened, leaking or tampered with, the customer should immediately notify the delivery partner and contact Zofanso support.

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17. Refunds for Undelivered Orders

Where Zofanso confirms that an order could not be delivered due to reasons attributable to Zofanso or its logistics arrangements, an eligible refund may be initiated in accordance with the applicable refund policy.

Refund processing time may vary depending on the original payment method and financial institution.

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18. Customer Responsibility

Customers are responsible for providing accurate information required for delivery.

Customers should also:

• Verify the product received against the order.

• Check the packaging condition.

• Check relevant product dates and declarations.

• Follow product storage instructions.

• Report delivery or product issues promptly.

For packaged foods, customers should pay particular attention to the product's label, including applicable batch/date information and storage instructions. FSSAI provides specific labelling requirements for pre-packaged foods.

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19. Third-Party Logistics Partners

Zofanso may use third-party courier, logistics and delivery partners to fulfil orders.

Such partners may be responsible for transportation and last-mile delivery, while Zofanso remains responsible for coordinating the customer's order through the applicable fulfilment process.

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20. Compliance With Applicable Laws

Zofanso shall seek to operate its shipping and delivery processes in accordance with applicable Indian laws and regulations.

For e-commerce operations, Zofanso will also consider applicable requirements under the Consumer Protection (E-Commerce) Rules, 2020, as amended from time to time. The Department of Consumer Affairs publishes the applicable e-commerce rules and amendments on its official website.

For food products, applicable FSSAI requirements shall also be followed. FSSAI currently lists the Food Safety and Standards (Packaging) Regulations, 2018 and Food Safety and Standards (Labelling and Display) Regulations, 2020 among its applicable regulatory framework.

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21. Changes to This Shipping Policy

Zofanso reserves the right to modify this Shipping & Delivery Policy from time to time to reflect changes in:

• Business operations

• Logistics arrangements

• Product categories

• Delivery locations

• Applicable laws

• Regulatory requirements

• Shipping partners

• Customer-service processes

The updated version shall be effective from the date specified on the policy.

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22. Contact Us

For shipping, delivery, damaged-product or order-related queries, customers may contact Zofanso through the customer-support channels provided on the Zofanso website or application.

Email us: contact@consumers.zofanso.com
 

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