Terms of service

Last Updated: [DATE]

Welcome to [STORE NAME]. These Terms of Service (“Terms”) govern your access to and use of [WEBSITE URL], including purchases of products through our online store.

By accessing our website, placing an order, or using our services, you agree to be bound by these Terms. If you do not agree with any part of these Terms, please do not use our website.

These Terms are intended for an Indian e-commerce business and should be read together with our Privacy Policy, Shipping Policy, and Return & Refund Policy, where applicable. Indian e-commerce businesses are subject to the Consumer Protection (E-Commerce) Rules, 2020, including requirements concerning product information, pricing, delivery, returns/refunds, and grievance redressal. Consumer Affairs

1. General Terms

By using this website, you confirm that:

You are legally capable of entering into a binding contract under applicable Indian law.
The information you provide to us is accurate and complete.
You will use our website only for lawful purposes.
You will not misuse, disrupt, or attempt to gain unauthorized access to our website or services.

We reserve the right to refuse service, cancel accounts, or restrict access where reasonably necessary to prevent fraud, abuse, unlawful activity, or violation of these Terms.

2. Account Terms

Some features of our website may require you to create an account.

You are responsible for:

Providing accurate and current information.
Maintaining the confidentiality of your account credentials.
Keeping your password secure.
All activities carried out through your account.

You must notify us promptly if you believe your account has been accessed without authorization.

We reserve the right to suspend or terminate an account if we reasonably believe that it has been used fraudulently, unlawfully, or in violation of these Terms.

You may also place an order as a guest if this option is available on our website.

3. Products and Product Descriptions

We make reasonable efforts to ensure that product names, descriptions, photographs, specifications, prices, colors, dimensions, availability, and other information displayed on our website are accurate.

However:

Actual product colors may vary depending on your device or screen.
Product packaging may differ from photographs.
Minor variations in appearance, measurements, or packaging may occur.
Product images may include accessories or presentation elements that are not included with the purchase unless expressly stated.

We do not intentionally misrepresent the characteristics or features of products. E-commerce rules require inventory e-commerce entities to provide accurate information and ensure that advertising corresponds with the actual characteristics and usage conditions of products. Consumer Affairs

If a product is materially defective, deficient, spurious, materially different from what was advertised/agreed, or otherwise covered by applicable consumer law, your statutory rights remain unaffected.

4. Pricing and Payment

All product prices displayed on our website are in Indian Rupees (₹) unless otherwise stated.

The applicable price will generally be the price displayed at the time you place your order, subject to obvious pricing errors or technical issues.

Depending on the product and checkout configuration, prices may include or exclude applicable taxes, shipping charges, or other charges. Any applicable charges should be displayed during checkout.

We may accept payment methods including:

Credit/debit cards
UPI
Net banking
Digital wallets
Cash on Delivery (“COD”)
Other payment methods made available at checkout

Payment processing may be handled by third-party payment service providers. We do not ordinarily store complete card or banking credentials on our own systems.

We reserve the right to cancel an order where there is a genuine pricing, payment, technical, inventory, or fraud-related issue, subject to applicable law and any refund that may be required.

5. Order Placement and Acceptance

Placing an order on our website constitutes an offer by you to purchase the selected products.

After you place an order, you may receive an order confirmation by email, SMS, WhatsApp, or another available communication method.

An order confirmation does not necessarily mean that the order has been finally accepted for fulfilment.

We reserve the right to accept or decline an order, including where:

The product is unavailable.
There is an apparent pricing or listing error.
Payment cannot be verified.
We identify suspected fraudulent or unauthorized activity.
The delivery address cannot reasonably be serviced.
There is an error in inventory or our website systems.

If we cancel an order after payment has been received, we will process an applicable refund using the available payment method or another reasonable method, subject to applicable law.

6. Shipping and Delivery

We currently deliver to locations within India where delivery is available through our logistics partners.

Estimated delivery timelines may be displayed on the product page, checkout, order confirmation, or shipping communication.

Unless otherwise stated, orders are generally processed within [BUSINESS DAYS] business days after successful order placement/payment confirmation.

Delivery times may vary because of:

Location and serviceability
Courier availability
Weather or natural events
Public holidays
High order volumes
Logistics disruptions
Incorrect or incomplete address information
Events beyond our reasonable control

Once an order has been handed over to the shipping carrier, delivery may also depend on the carrier's operational timelines.

We are not responsible for delays caused by circumstances beyond our reasonable control, but we will make reasonable efforts to assist you in tracking and resolving delivery issues.

Where applicable, shipping charges will be displayed before you complete your purchase.

7. Delivery Address and Failed Deliveries

Customers are responsible for providing a complete and accurate delivery address, including:

Full name
House/building number
Street/locality
City
State
PIN code
Valid contact number

If an order cannot be delivered because of an incorrect address, unavailable recipient, repeated delivery attempts, refusal to accept the package, or other customer-related circumstances, additional delivery or re-shipping charges may apply where permitted by law and disclosed to you.

For COD orders, we may contact you to verify the order before dispatch.

8. Returns, Exchanges and Refunds

Returns, exchanges, cancellations, and refunds are governed by our [RETURN & REFUND POLICY URL].

Eligibility may depend on:

The product purchased
The reason for the return
The condition of the product
Whether the product is unused
Whether original packaging, tags, accessories, or invoices are available
The applicable return period

Certain products may be non-returnable where permitted by applicable law, particularly where health, hygiene, safety, customization, or product-specific restrictions apply.

Where a product is defective, deficient, spurious, materially different from its advertised/agreed characteristics, or otherwise covered by applicable consumer protection requirements, we will handle the matter in accordance with applicable law. The Consumer Protection (E-Commerce) Rules require inventory e-commerce entities to provide clear return/refund information and address qualifying defective, deficient, spurious, misdescribed, or certain delayed-delivery situations. Consumer Affairs

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

Refund timeline: [REFUND PROCESSING TIME]

Return window: [NUMBER OF DAYS]

Return shipping responsibility: [CUSTOMER/STORE/AS APPLICABLE]

9. Order Cancellation

You may request cancellation of an order by contacting us at [EMAIL ADDRESS] or through the cancellation method provided on our website.

Cancellation requests may not be possible after an order has been dispatched or reached a stage where cancellation cannot reasonably be processed.

Where cancellation is accepted and payment has already been made, any applicable refund will be processed in accordance with our Return & Refund Policy and applicable law.

10. Prohibited Uses

You may not use our website or services:

For any unlawful or fraudulent purpose.
To violate any applicable Indian law or regulation.
To impersonate another person or entity.
To provide false or misleading information.
To interfere with or disrupt the website.
To attempt unauthorized access to our systems or accounts.
To introduce viruses, malware, or other harmful code.
To scrape, copy, reproduce, or commercially exploit website content without permission.
To use our website to conduct fraudulent transactions.
To abuse promotional offers, discount codes, referral programs, or COD services.
To place orders using stolen, unauthorized, or fraudulent payment information.
To engage in activity that could damage our business, customers, website, or service providers.

We may suspend or terminate access where we reasonably believe prohibited activity has occurred.

11. Intellectual Property

Unless otherwise stated, all content on [WEBSITE URL], including:

Logos
Brand names
Product images
Graphics
Photographs
Text
Website design
Product descriptions
Videos
Icons
Software and other materials

is owned by or licensed to [STORE NAME] and is protected by applicable intellectual property laws.

You may not reproduce, copy, modify, distribute, sell, publish, or commercially exploit our content without prior written permission, except where permitted by applicable law.

12. Third-Party Services and Links

Our website may use third-party services such as payment processors, shipping providers, analytics services, advertising platforms, customer-support tools, or other service providers.

Third-party services may have their own terms and privacy policies.

We are not responsible for the independent practices, availability, content, or policies of third-party websites or services that we do not control.

13. Website Availability

We aim to keep our website available and functioning properly, but we do not guarantee uninterrupted or error-free access.

The website may occasionally be unavailable because of:

Maintenance
Technical problems
Software or hosting issues
Security incidents
Network failures
Events outside our reasonable control

We may modify, suspend, or discontinue portions of the website or its features when reasonably necessary.

14. Disclaimer

To the extent permitted by applicable law, information provided on our website is intended for general product and shopping information.

We do not guarantee that:

The website will always be available.
Every piece of website content will always be completely error-free.
Product availability will never change.
Product images will exactly reproduce the physical appearance of every product.

Nothing in these Terms is intended to exclude or restrict any consumer rights or legal protections that cannot lawfully be excluded or restricted under Indian law.

15. Limitation of Liability

To the maximum extent permitted by applicable law, [STORE NAME], its owners, employees, representatives, service providers, and affiliates will not be liable for indirect, incidental, special, consequential, or unforeseeable losses arising from your use of the website or products, except where such liability cannot legally be excluded.

Where permitted by law, our liability in relation to a particular order will generally be limited to the amount actually paid by you for the product giving rise to the claim.

Nothing in this section limits liability that cannot legally be limited or excluded under applicable Indian law, including applicable statutory consumer rights.

16. Indemnification

To the extent permitted by applicable law, you agree to indemnify and hold harmless [STORE NAME], its owners, employees, representatives, and service providers from claims, losses, liabilities, damages, and reasonable expenses arising from your:

Violation of these Terms;
Misuse of our website;
Fraudulent or unlawful activity;
Violation of another person's rights; or
Breach of applicable law.

This provision does not apply to the extent that the claim results from our own unlawful conduct or liability that cannot legally be transferred to you.

17. Force Majeure

We will not be responsible for delays or failures caused by circumstances beyond our reasonable control, including natural disasters, severe weather, pandemics, war, civil unrest, government restrictions, strikes, transportation disruptions, telecommunications failures, or significant technical failures.

Where reasonably possible, we will communicate material delays and take reasonable steps to resume services.

18. Changes to These Terms

We may update these Terms from time to time to reflect changes to our business, services, website, or applicable legal requirements.

The updated version will be posted on this page with a revised “Last Updated” date.

Your continued use of the website after the updated Terms become effective constitutes acceptance of the revised Terms, to the extent permitted by applicable law.

19. Governing Law and Jurisdiction

These Terms shall be governed by and interpreted in accordance with the laws of India.

Subject to any mandatory consumer protection or other jurisdictional rights available to you under applicable law, disputes arising from or relating to these Terms or your use of the website shall be subject to the jurisdiction of the courts located in [CITY, STATE, INDIA].

Nothing in this clause is intended to deprive a consumer of any jurisdiction or remedy that cannot lawfully be excluded under applicable Indian law.

20. Consumer Rights

Nothing in these Terms is intended to limit your rights under applicable Indian consumer protection legislation.

Where applicable, statutory rights relating to product quality, refunds, returns, delivery, unfair trade practices, warranties, guarantees, or grievance redressal will continue to apply.

The Consumer Protection (E-Commerce) Rules, 2020 specifically require relevant e-commerce entities to provide consumers with clear information concerning matters such as returns, refunds, exchanges, delivery, payment methods, charges, and grievance redressal. Consumer Affairs

21. Grievance Redressal

If you have a complaint, question, or concern regarding an order, product, payment, delivery, return, refund, or our website, please contact:

[STORE NAME]

Email: [EMAIL ADDRESS]
Phone: [PHONE NUMBER]
Address: [BUSINESS ADDRESS]
Grievance Officer: [GRIEVANCE OFFICER NAME]
Grievance Email: [GRIEVANCE EMAIL ADDRESS]
Business Hours: [BUSINESS HOURS]