This Shipping & Delivery Policy (“Policy”) is published in accordance with the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020, and the Information Technology Act, 2000, and the rules framed thereunder. It governs the dispatch, shipment, and delivery of all products purchased from Panjabipassions (“we”, “us”, “our”) through our website, WhatsApp Business, Facebook, Instagram, or any other authorised sales channel (collectively, the “Platform”).
By placing an order on the Platform, you (“customer”, “you”) agree to be bound by this Policy, in addition to our Terms of Use, Privacy Policy, and Return, Refund & Cancellation Policy.
1. Seller and Grievance Officer Details
As required under the Consumer Protection (E-Commerce) Rules, 2020, the following details are provided:
- Legal/Business Name:Panjabipassions
- Registered Address: 150,haltu school lane,Kolkata – 700078
- Grievance Officer Name: SANDIP MALAKAR
- Grievance Officer Contact: 9163097495
- Grievance Officer Email: support@panjabipassions.com
- Grievance Redressal Timeline: Complaints will be acknowledged within 48 hours and resolved within 1
month from the date of receipt, as mandated under the E-Commerce Rules, 2020.
2. Service Area
Panjabipassions currently ships across India. Shipping charges (if any) applicable to a specific pin code or region will be displayed at the time of checkout, in compliance with the requirement to disclose all charges transparently before order confirmation under Rule 5 of the E-Commerce Rules, 2020.
International shipping, where offered, is subject to additional delivery charges, customs duties, and import regulations of the destination country, which shall be borne by the customer unless otherwise stated.
3. Order Processing
- Orders are processed only after successful payment confirmation or order verification (for Cash on Delivery,
where offered).
- Processing is generally completed within 1–3 business days, excluding Sundays, gazetted public holidays, and
unforeseen circumstances.
- During festivals, sales, promotional events, or peak seasons, processing times may be extended; any such
extension will be communicated where reasonably possible.
- In accordance with Rule 5(4) of the E-Commerce Rules, 2020, we will not cancel a confirmed order without
adequate justification and will notify the customer promptly if an order cannot be fulfilled.
4. Delivery Timelines
Estimated delivery timelines after dispatch are as follows:
Location Estimated Delivery Metro Cities 2–5 business days Other Cities & Towns 3–7 business days Remote or Rural Locations 5–10 business days These timelines are indicative estimates based on courier partner performance and are not guaranteed delivery dates. Any material change to a delivery timeline communicated at the time of order confirmation will be intimated to the customer as soon as reasonably practicable.
5. Shipping Charges
- All applicable shipping charges will be disclosed transparently to the customer before order confirmation, in
compliance with Rule 5 of the Consumer Protection (E-Commerce) Rules, 2020.
- Promotional free-shipping offers may be introduced at Panjabipassions’ discretion and may be modified or
withdrawn with reasonable prior notice on the Platform.
- No hidden charges will be levied at the delivery stage beyond what was disclosed at checkout.
6. Order Tracking
Upon dispatch, tracking details will be shared via SMS, WhatsApp, email, or another available communication channel, where applicable. Customers are encouraged to monitor shipment status using the tracking information provided.
7. Delivery Attempts
Courier partners will generally make multiple delivery attempts. If delivery cannot be completed because:
- the customer is unavailable at the given address;
- the address provided is incorrect, incomplete, or unreachable;
- the customer refuses delivery without valid cause; or
- the courier is otherwise unable to access the location,
the shipment may be returned to Panjabipassions. In such cases, reasonable re-dispatch charges may apply, which will be communicated to the customer prior to any re-shipment.
8. Accuracy of Delivery Information
Customers are responsible for providing accurate:
- Full name
- Mobile number
- Delivery address
- PIN code
- Landmark (where applicable)
Panjabipassions shall not be liable for delivery delays or failures arising solely from inaccurate or incomplete information furnished by the customer. This does not affect any statutory rights the customer may otherwise have under the Consumer Protection Act, 2019.
9. Delayed Deliveries
Delivery may occasionally be delayed due to circumstances beyond our reasonable control, including but not limited to:
- Adverse weather conditions
- Floods, cyclones, or natural disasters
- Public holidays or bandhs
- Political disturbances or civil unrest
- Government restrictions or regulatory action
- Transport or courier network disruptions
- Pandemics or public health emergencies
While such delays do not, by themselves, entitle the customer to compensation, customers retain their statutory rights under applicable consumer protection law, including the right to seek redressal for deficiency in service, if any.
10. Damaged Packages
If a package appears visibly damaged at the time of delivery, customers are advised to:
1. Photograph the package before opening it.
2. Record a continuous, uninterrupted unboxing video.
3. Contact Panjabipassions’ customer support within 48 hours of delivery, along with the order number and supporting evidence.
This evidentiary requirement is intended to enable fair verification of claims.
11. Missing, Incorrect, or Incomplete Products
If you receive:
- an incorrect product,
- an incomplete order, or
- a product materially different from what was ordered,
please notify us within 48 hours of delivery, along with:
- Order number
- Photographs of the product and packaging
- An uninterrupted unboxing video (where available)
Upon verification, we will arrange a replacement, exchange, refund, or other appropriate resolution within a reasonable timeframe, consistent with our Return & Refund Policy.
12. Risk of Loss and Passing of Title
Subject to Section 13 below, ownership and risk in the products pass to the customer only upon successful, verified delivery to the address specified in the order. Where a shipment is lost, misdelivered, or damaged in transit due to the fault of the courier partner or Panjabipassions prior to delivery, the customer shall not bear the loss.
13. Refusal to Accept Delivery
If a customer refuses to accept a delivery without valid reason, Panjabipassions reserves the right, subject to applicable law, to:
- deduct reasonable forward and return shipping charges from any refund due;
- restrict future Cash on Delivery facility for that customer; or
- decline future orders in cases of repeated or demonstrable misuse.
Any such deduction will be transparently itemised and communicated to the customer.
14. Cancellation, Return, and Refund
Cancellation, return, and refund terms are governed separately by our Return, Refund & Cancellation Policy, published on the Platform, which is framed in accordance with the Consumer Protection Act, 2019, and applicable RBI guidelines on payment refunds.
15. Force Majeure
Panjabipassions shall not be liable for any delay or failure in dispatch or delivery arising from events beyond its reasonable control, including acts of God, natural disasters, strikes, lockouts, war, civil unrest, epidemics or pandemics, governmental orders or restrictions, transportation failures, or internet or telecommunications outages. This clause does not exclude liability arising from gross negligence or wilful default.
16. Grievance Redressal
In accordance with the Consumer Protection Act, 2019 and the Information Technology (Intermediary Guidelines) Rules, 2021 (where applicable), any complaints or grievances regarding shipping and delivery may be addressed to our Grievance Officer at the contact details listed in Section 1.
17. Governing Law and Jurisdiction
This Policy shall be governed by and construed in accordance with the laws of India. Subject to the customer’s statutory right to approach the consumer forum having jurisdiction over their own place of residence or where the cause of action arose (as permitted under Section 34(2) of the Consumer Protection Act, 2019), any other disputes arising out of or in connection with this Policy shall be subject to the exclusive jurisdiction of the competent courts and forums at Kolkata, West Bengal.
18. Third-Party Logistics Partner
Deliveries are currently fulfilled through our logistics partner:
Shiprocket Customer Care Numbers: 9266623006 | 9711941080 | 8510036060 | 9711451060 | 8510042020 Email:
support@shiprocket.in Business Hours: 11:00 AM – 5:00 PM Panjabipassions remains the seller of record and primary point of accountability to the customer notwithstanding the engagement of a third-party logistics partner.
19. Amendments
Panjabipassions reserves the right to amend this Policy at any time. Material changes will be updated on this page with a revised “Last Updated” date. Continued use of the Platform after such changes constitutes acceptance of the amended Policy.