1. GENERAL
1.1
Reliance Brands Limited, having its registered addressed at at 5th Floor, Court House, Lokmanya
Tilak Marg, Dhobi
Talao, Maharashtra, Mumbai 400002, India (“Reliance”, “we”, “us” or
“our”) is managing
and operating mobile application/website www.potterybarn.in, under the brand name Pottery Barn and
Pottery Barn
Kids (collectively referred to as the “Pottery Barn Platform”), through which it inter alia
facilitates the
sale of Furniture, Cushion and Decor, Kitchen and Dining, Backpack, Bedding, Baby Gear, Bath,
Lighting, Mirror and
Arts, Rugs, Decor and other products (“Products”) to the users of the Pottery Barn Platform
(“User”
or “Users” or “you” or “your”).
1.2 This delivery and shipping policy (“Policy”), together with the Terms sets out our policies and procedures towards delivery and shipping of
Products purchased on the Pottery Barn Platform.
1.3 We provide shipping and delivery of our Products all over India. We aim to provide the
best customer experience for you by tying-up and partnering with leading logistics service providers
to handle your order in the best possible way and to ensure that you have a hassle-free experience
in receiving the Product that you have ordered from the Pottery Barn Platform. We make all
commercially reasonable endeavours to ensure that the Products are delivered to you in a timely
fashion.
1.4 By agreeing to use the Pottery Barn Platform and/ or purchasing a Product on the
Pottery Barn Platform, you agree to be bound by the terms of this Policy without modification. We
encourage you to read and understand the terms of this Policy every time you visit the Pottery Barn
Platform. If you do not agree to the terms contained in this Policy, you are advised not to use,
access or transact on the Pottery Barn Platform.
2. TERMS OF SHIPPING AND DELIVERY
2.1 We partner with third party logistic service providers in order to effectuate Product
shipping and delivery to you ("Logistic Partners"). We shall provide the details of the
Logistic Partner which will be responsible for processing the shipping and delivery of any
Product(s) purchased by you on the Pottery Barn Platform at the time such Product is processed and
successfully handed over to the Logistic Partner by us. Our standard dispatch timelines range from
7-10 (seven to ten) days from the date of order of the Product by you on the Pottery Barn Platform.
In any case the user will be provided with an estimated timeline for the delivery of the Product
purchased from the Pottery Barn Platform. This estimated timeline shall be notified to the user on
the order confirmation page displayed at the time the order is confirmed by us. We will also share
details about your orders pursuant to their dispatch on the e-mail ID and/or mobile number provided
by you/ registered with us. You agree and understand that though we effectuate Product delivery to
the Users through our Logistic Partners, we reserve the right to ship and deliver the Products on
our own without engaging any Logistic Partners or third party service providers.
2.2 You agree and understand that though we endeavour to ship and deliver our Products all
across India, we may, in our sole discretion determine a select list of areas which are
unserviceable for delivery of Products. We or our Logistic Partners do not provide shipping and
delivery services in such unserviceable areas and may not process your orders on the Pottery Barn
Platform in such cases. In the event an area has been deemed unserviceable by us, we shall notify
such user at the time of placing an order for purchase of Products on the Pottery Barn Platform. You
may also verify whether an area is unserviceable for deliveries by us by entering the relevant area
pin-code on the Pottery Barn Platform.
2.3 You agree and acknowledge that to effectuate timely delivery of the purchased Products
to you we may inquire or collect specific information like your name, shipping address, billing
address, landmarks, contact details, etc. You shall ensure that all information that is submitted by
you to us on the Pottery Barn Platform is true, complete, accurate and sufficient to identify the
actual place of delivery. You understand that you shall bear absolute liability in case of any
failure by us in delivering the purchased Products due to your failure to provide correct, complete,
sufficient and accurate information at the time of placing the order. It is further clarified that
we shall not be liable in any manner and at any point in time due to your failure to provide correct
and complete information.
2.4 We will attempt to deliver the purchased Product to your designated address within the
estimated timeline of delivery notified to you. In the event you are not available or present to
accept the delivery of the Product, our Logistic Partners will make a maximum of 3 (three) attempts
to deliver the purchased Product(s) to you. If the third delivery attempt is unsuccessful and
you
continue to remain unavailable, we reserve the right to cancel the order of the purchased Products
at our sole discretion and process the return of such Product to us. We further reserve the right to
deduct the shipping and delivery charges borne by us while processing any refunds subsequent to such
cancellation.
2.5 While we make reasonable endeavours in ensuring that purchased Products are delivered
to you in a timely manner and within the timeline notified to you, you accept and acknowledge that
the delivery may be delayed on account of:
- (a) Logistical issues beyond our control;
- (b) Unsuitable weather conditions;
- (c) Political disruptions, strikes, employee-lockouts, etc.;
- (d) Acts of God such as floods, earthquakes, etc.;
- (e) Other unforeseeable circumstances.
In such events of delay, we shall make reasonable attempt to inform you by writing to your email
ID and/or mobile number registered with us. We disclaim all liabilities that may arise on
account of our failure to inform or notify you of delays in the delivery of purchased Products
on the Pottery Barn Platform. Further, we shall be under no obligation to compensate you for any
claim that may otherwise arise on account of delay in the shipment or delivery or use of the
purchased Products.
2.6 We endeavour to engage Logistic Partners, employees, agents with the highest regard
for ethics and integrity; and behave in a fashion that exudes thorough professionalism, competence
and good mannerism. You agree and acknowledge that the actions, inactions of delivery individuals
are not in our control, and it is not possible for us to monitor and observe each delivery
executive. Since we are merely facilitating delivery of a Product purchased by you, we shall not be
liable for any acts or omissions on part of our delivery agents, employees, or personnel and/ or the
Logistic Partner or their employees, agents, or personnel including deficiency in service, wrong
delivery of Product, time taken to deliver the Product, Product package tampering, etc. For the sake
of abundant clarity, it is stated that any ill-mannerism, impoliteness, discourtesy or offensiveness
shown by our delivery executives or the employees, agents, personnel of the Logistic Partners is
beyond our control and any issue arising between you and our delivery executive or an employee,
agent, personnel of the Logistic Partner will have to be resolved by the you, independently. You
agree and acknowledge that you will not hold us responsible or require us to settle, mediate or
resolve any disputes between you and the delivery personnel delivering the Products to you.
2.7 Once you place an order on the Pottery Barn Platform, we process such order and hand
over the purchased Product to our Logistic Partner. The User will receive a unique tracking identity
number once the purchased Product is handed over to the Logistics Partner, which will enable the
User in tracking the status of delivery of the purchased Products. The User may use the tracking
identity number on the Pottery Barn Platform or the website and/or the mobile application of the
Logistic Partner to check the status and location of the purchased Product and its estimated time of
delivery. Our customer service team coordinates with the Logistic Partners to ensure that the
Products are delivered to you at the earliest and make all reasonable efforts in ensuring that the
Logistic Partners update the tracking status of the purchased Products on a real time basis. It is
clarified that we engage third party service providers to effectuate deliveries of the Products and
hence, we do not guarantee the accuracy or correctness of the tracking status and the status may be
subject to inconsistencies arising out of time-lags in updating the information and/ or other
technical difficulties which are not in our control.
2.8 We shall charge the shipping and delivery fees as mentioned below from you. Shipping
charges may vary based on the order value of the Product that you have added to the cart. You agree
that we are authorized to collect, on behalf of the Logistic Partner, the shipping and delivery fees
for the delivery service provided by the Logistic Partner. In the event we charge a shipping fees
for the delivery of a purchased Product, such shipping fees will not be refunded by us pursuant to
any return request raised by you. However, we may make exceptions and refund the shipping fees in
the event a defected, damaged, deficient or incorrect Product (for reasons attributable to, and
accepted by us after due verification in our sole discretion) has been delivered. You acknowledge
and accept that the title and risk of all Products ordered by you shall pass on to you upon the
delivery of the purchased Products to you.
2.9 Return of purchased Products are facilitated through our reverse-Logistics Partners.
On receipt of request for return of Product on the Pottery Barn Platform and the same being duly
acknowledged by us, our reverse-Logistics Partners shall get in touch with you in order to collect
the purchased Products from you. We process returns and exchanges of purchased Products in
accordance with our Cancellation, Return and Refund Policy
3. CUSTOMER SUPPORT
Any queries or concerns relating to the shipping and delivery of Products as per this Policy may
be directed by you to our customer support team who can be contacted at the below mentioned
details:
Contact Details:
Email Id: [email protected]
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