Shipping and Delivery Policy

1. Introduction and Acceptance

This Shipping and Delivery Policy ("Policy") applies to all orders placed on tulsica.com (the "Platform"), operated by Tulsica Fine Jewels Private Limited ("Tulsica", "we", "us", or "our").

By placing an order on the Platform, you ("Customer" or "you") agree to this Policy. This Policy should be read together with our Terms of Use, Returns, Exchange and Refund Policy, and Privacy Policy.

2. Serviceable Areas

2.1 We currently ship within India only. International shipping is not available.

2.2 Delivery is subject to pincode serviceability. Please enter your pincode at checkout to confirm whether delivery is available. If your pincode is not serviceable, you will not be able to place the order for that address.

2.3 If a delivery address is outside the serviceable area of our courier partners, we may cancel the order and refund the full amount paid within 7 business days.

3. Order Processing and Dispatch Timelines

3.1 Orders are processed on business days, Monday to Saturday, excluding public holidays, after payment confirmation.

3.2 Ready-to-ship items are generally dispatched within 1–3 business days.

Made-to-order, customised, or resized items are dispatched within the timeline stated on the relevant product page, typically within 7–15 business days.

3.3 Orders may be placed on hold for verification if details are incomplete, payment irregularities are detected, or fraud is reasonably suspected. We may contact you to verify the order before dispatch.

4. Shipping Methods and Delivery Timelines

We offer the following estimated delivery timelines after dispatch:

4.1 Delivery timelines are estimates and are not guaranteed. Delays may occur due to events beyond our reasonable control, including adverse weather, strikes, natural disasters, government restrictions, courier disruptions, or delivery to remote locations.

4.2 Express Shipping is available only for pincodes supported by our courier partners. Availability will be displayed at checkout.

4.3 We use reputable courier and logistics partners selected by us. Requests to use a specific courier may not be accommodated.

5. Shipping Charges

5.1 Shipping is free on all eligible orders for both Standard Shipping and Express Shipping.

5.2 We reserve the right to revise our shipping arrangements or charges. Any changes will apply only to orders placed after the revised terms are published, subject to applicable law.

6. OTP-Based Delivery Verification

6.1 Due to the value of fine gold jewellery, every delivery requires One-Time Password (OTP) verification. The OTP will be sent to the mobile number provided at checkout.

6.2 The courier will hand over the parcel only after the correct OTP is provided. Share the OTP only with the authorised delivery executive at the time of delivery. Tulsica and its partners will never ask you to share your OTP by phone, email, or message.

6.3 Delivery recorded with valid OTP verification will be treated as completed delivery, subject to applicable law and investigation of any reported delivery discrepancy.

6.4 Please provide an accurate and active mobile number. An incorrect or unreachable number may prevent successful delivery.

6.5 Risk of loss and title to the goods will pass to you upon successful delivery and OTP verification, subject to applicable law.

7. Order Tracking

7.1 Once your order has been dispatched, tracking details will be shared through SMS, email, and/or WhatsApp, using the contact information provided at checkout.

7.2 You may also track your order through the "My Orders" section of your account on the Platform, where this feature is available.

8. Delivery Address Accuracy and Changes

8.1 You are responsible for providing a complete and accurate delivery address, pincode, and contact number when placing your order.

8.2 Requests to change the delivery address or contact details may be made before dispatch by contacting support@tulsica.com. Changes cannot be guaranteed after dispatch.

8.3 Re-shipment resulting from an incorrect address provided by you may attract reasonable re-delivery charges, where applicable and permitted by law.

9. Delivery Attempts and Undelivered Orders

9.1 Our courier partner will generally make up to 3 delivery attempts. Where possible, you will be contacted before each attempt.

9.2 If delivery fails because you are unavailable, refuse the parcel, provide an incorrect address or contact number, or cannot complete the required OTP verification, the parcel may be returned to us as a Return to Origin (RTO).

9.3 If a parcel is returned to origin, we will contact you to arrange re-shipment or cancellation. Re-shipping charges may apply where permitted by law.

If the order is cancelled, we will refund the amount paid after deducting applicable return shipping costs and, where permitted by law, outward shipping costs actually incurred by us. Any deduction will be communicated before the refund is processed.

9.4 Approved refunds will be processed to the original payment method within 7–10 business days after the returned parcel has been received and inspected by us. The time taken by the bank or payment provider to credit the amount may vary.

10. Inspection and Damaged, Tampered, or Incorrect Items

10.1 Before accepting delivery, please inspect the outer packaging for signs of tampering, cuts, or damage. If the parcel appears tampered with or damaged, refuse delivery where possible and notify us immediately at support@tulsica.com.

10.2 We strongly recommend recording a continuous, uncut unboxing video showing the sealed package, shipping label, opening process, and contents. This may help us investigate any delivery-related claim.

10.3 To report a damaged, defective, missing, or incorrect item, contact support@tulsica.com within 48 hours of delivery. Include your order number, clear photographs, and the unboxing video, where available.

10.4 Following verification, we will provide an appropriate resolution, which may include replacement, repair, or refund, in accordance with our Returns, Exchange and Refund Policy and applicable law.

Claims involving damage caused after delivery, misuse, or normal wear and tear will be assessed in accordance with our Returns, Exchange and Refund Policy and applicable law.

11. Lost Shipments

If tracking indicates that your parcel has been delivered but you have not received it, or if you believe the parcel has been lost in transit, notify us within 48 hours of the recorded delivery or discovery of the issue by emailing support@tulsica.com.

We will investigate the matter with our courier partner. If the shipment is confirmed lost, we will arrange a replacement, subject to availability, or refund the full amount paid, as applicable and in accordance with the law.

12. Product Identification and Documentation

All jewellery shipments will include a tax invoice and, where applicable, BIS hallmarking details and a certificate of authenticity.

Please retain the invoice, certificates, and original packaging for future returns, exchanges, or warranty claims, where applicable.

13. Cash on Delivery (COD)

13.1 Cash on Delivery ("COD") is available only for eligible orders and serviceable pincodes, as indicated at checkout.

13.2 COD is available only for orders valued at ₹35,000 or less. Orders exceeding ₹35,000 must be paid for in advance using an available prepaid payment method.

13.3 The full order amount must be paid at the time of delivery, in cash or through a digital payment method accepted by the courier. The parcel will be handed over only after payment and OTP verification are completed.

13.4 If you refuse a COD parcel or it is returned under Clause 9, COD may be unavailable for your next order, which may require prepayment. As no payment is collected for a refused COD parcel, no refund or payment deduction arises for that parcel.

13.5 We may restrict or withdraw COD for an order or customer where we reasonably suspect misuse or identify a history of refused COD parcels, subject to applicable law.

13.6 Our delivery staff and logistics partners do not collect COD payments in advance. Please do not make any payment before delivery.

14. Taxes and Duties

Prices displayed on the Platform include applicable Goods and Services Tax (GST), as indicated at checkout. As we currently ship within India only, international customs duties do not apply.

15. Force Majeure

Tulsica will not be responsible for delays or failures in delivery caused by circumstances beyond our reasonable control, including natural calamities, epidemics, war, riots, strikes, lockouts, government orders, transport or network failures, or cyber incidents.

Delivery timelines may be extended for the duration of such events, subject to applicable law.

16. Limitation of Liability

To the extent permitted by applicable law, our liability for a shipping or delivery issue will be limited to the value of the order concerned.

Nothing in this Policy excludes or limits your rights under the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020, or any other applicable law.

17. Data Protection

We share the personal information necessary to fulfil your order, including your name, delivery address, and contact number, with our courier and logistics partners solely for delivery and related purposes.

Such information is handled in accordance with our Privacy Policy and applicable data protection laws, including the Digital Personal Data Protection Act, 2023, to the extent applicable.

18. Changes to This Policy

We may amend or update this Policy from time to time. The revised Policy will apply from the date it is published on the Platform, subject to applicable law.

Orders already placed will be governed by the Policy applicable at the time of the order, unless otherwise required by law.

19. Governing Law and Jurisdiction

This Policy is governed by the laws of India. Subject to your statutory consumer rights and mandatory legal requirements, the courts at Nawada, Bihar – 805110, will have jurisdiction over disputes arising under this Policy.

20. Grievance Officer and Contact Information

In accordance with applicable provisions of the Consumer Protection (E-Commerce) Rules, 2020, the Information Technology Act, 2000, and other applicable laws, you may contact our Grievance Officer using the details below.

Complaints will be acknowledged within 48 hours and resolved within one month of receipt, in accordance with applicable requirements.