Shipping Policy

AnnVaya ships across India through reputed courier and logistics partners. We currently do not offer international shipping. Our product is made in India, for India.

Pincode Serviceability: Delivery availability depends on your pincode. Not all pincodes across India may be serviceable by our courier partners at all times. You can check serviceability by entering your pincode on the product page or at checkout before completing your order. If your pincode is not serviceable, we recommend checking back in a few weeks as we continue to expand our delivery network.

Remote and Hilly Areas: Delivery to remote, rural, hilly, or island territories (including parts of North-East India, the Andaman and Nicobar Islands, and Lakshadweep) may take longer than our standard timelines. Please refer to Section 4 for estimated delivery timelines by zone.

If you are unsure about serviceability or have a special delivery requirement, please contact us at hello@annvaya.com before placing your order.

We keep our shipping simple and transparent. There are no hidden charges.

• Orders above ₹499: Free shipping
• Orders below ₹499: ₹60 flat shipping fee
• Remote / hilly pincodes: Charges may vary and will be displayed at checkout before payment

GST on Shipping: GST at 18% is applicable on shipping charges. Where shipping charges are levied, the displayed shipping fee at checkout is inclusive of GST. There are no additional taxes on shipping beyond what is shown at checkout.

No hidden charges: The total amount displayed at checkout is the final amount you will be charged. We do not add any handling fees, processing fees, or convenience charges beyond what is shown on the checkout page.

After you place and pay for your order, we process and pack it from our fulfilment location. The following timelines apply:

• Standard orders: Processed within 1–2 business days of payment confirmation.
• Orders placed on Sundays or public holidays: Will be processed on the next business day.
• Custom, bundle, or large-volume orders: May require 2–3 business days for processing due to special packaging requirements.

Order Confirmation Email: You will receive an order confirmation email immediately after your payment is successful. This email confirms that we have received your order and payment, but does not yet confirm dispatch.

Dispatch Confirmation: A separate dispatch confirmation email, including your courier tracking number and a link to track your shipment, will be sent within 24 hours of dispatch.

Business days are Monday through Saturday, excluding national public holidays. If you have not received your dispatch email within 3 business days of placing your order, please contact us at hello@annvaya.com.

Estimated delivery timelines from the date of dispatch are as follows:

• Metro cities (Mumbai, Delhi NCR, Bangalore, Chennai, Hyderabad, Kolkata, Pune): 3–5 business days
• Tier 2 and Tier 3 cities and towns: 5–7 business days
• Remote / rural areas and North-East India: 7–12 business days
• Andaman & Nicobar, Lakshadweep: 10–15 business days (subject to serviceability)

Please note: These timelines are estimates based on typical courier performance and are not guaranteed delivery dates. Actual delivery may vary due to:

• Courier operational delays or backlogs
• Public holidays or regional shutdowns
• Extreme weather events or natural calamities
• Force majeure events beyond our or the courier’s control
• High-volume periods (such as festive sales)

A delay in delivery beyond the estimated timeline does not automatically entitle you to a refund. However, significant and unexplained delays (beyond 150% of the estimated timeline without a valid force majeure reason) may entitle you to a refund under the Consumer Protection Act, 2019. In such cases, contact us and we will investigate and resolve promptly.

Once your order is dispatched, you can track it using the following methods:

• Dispatch email: Your dispatch confirmation email will contain your courier tracking number and a direct link to the courier partner’s tracking page.
• SMS: In many cases, our courier partner will also send tracking updates via SMS to your registered mobile number.
• Courier partner’s website: You can directly visit the courier partner’s website and enter your tracking number to get real-time status updates.

Please note: Tracking information may take 12–24 hours to reflect on the courier’s tracking system after dispatch. If your tracking link shows no movement for more than 24 hours after receiving your dispatch email, please contact us and we will follow up with the courier.

For tracking queries, email us at hello@annvaya.com with your order number and we will assist you within 1 business day.

A Non-Delivery Report (NDR) is generated when the courier is unable to deliver your package. This can happen for the following reasons:

• Incorrect or incomplete delivery address provided at checkout
• Recipient not available or not reachable at the delivery address
• Delivery refused by the recipient at the door
• Gated community or building access restrictions

Courier Attempts: Our courier partners will typically attempt delivery 2–3 times on different days before generating an NDR and returning the package to us.

Reattempt Window: After a failed delivery attempt, the courier will hold your package for 3–5 days at the nearest hub. You may contact the courier directly using your tracking number to schedule a re-delivery during this window.

Return to Origin (RTO): If the package cannot be delivered within the hold period and is returned to us, we will contact you to arrange re-dispatch. Re-delivery charges may apply for packages returned due to incorrect address, recipient unavailability, or refusal.

Important: Please ensure that the delivery address you provide at checkout is complete and accurate, and that a person is available to receive the package during standard delivery hours (9 AM – 7 PM). A reachable mobile number is essential for our courier to contact you before delivery.

We offer Cash on Delivery (COD) as a payment option subject to the following conditions:

• COD is available on orders up to ₹2,000 in value.
• COD is available only in serviceable pincodes for COD delivery. This is determined by our courier partner’s COD network and is shown at checkout.
• A COD convenience fee of ₹40 is charged and displayed transparently at checkout. This fee covers the cost of cash collection and remittance by our courier partner.
• We encourage customers to keep exact change ready for COD orders to facilitate smooth delivery.

COD Refusal Policy:
If you refuse to accept a COD delivery after the order has been dispatched, this constitutes a breach of your purchase agreement. The product has been picked, packed, and shipped at cost to us. In such cases:

• You may be responsible for the forward and reverse logistics costs incurred.
• Repeated refusals of COD deliveries from the same account may result in your account being restricted to prepaid orders only on future purchases.

This COD refusal policy does not apply to situations where you are refusing a delivery for a valid reason such as visibly damaged packaging. Please report such issues as described in Section 8.

Package Damaged in Transit:
If your package arrives with visibly damaged outer packaging, please follow these steps:

1. Take clear photographs of the outer packaging before opening it.
2. Open the package carefully and photograph the product(s) inside.
3. Email us at hello@annvaya.com within 48 hours of delivery with your order number and the photographs.
4. We will arrange a replacement at our cost or issue a full refund upon reviewing your report.

Do not discard the original packaging until your complaint has been confirmed by us, as it may be required for courier insurance claims.

Tracking Shows “Delivered” But Package Not Received:
If the tracking status shows “Delivered” but you have not received the package:

1. Check with neighbours, building security, or any other person at your delivery address who may have accepted the package.
2. If still not found, email us within 48 hours of the reported delivery date with your order number.
3. We will initiate an investigation with the courier, which typically takes 3–7 business days.
4. If the shipment is confirmed lost, we will re-dispatch your order or issue a full refund within 7 business days of the courier confirming the loss.

In accordance with FSSAI guidelines for e-commerce food businesses, we have a strict shelf life policy for all products dispatched to customers:

• We ensure that all products delivered to consumers have a minimum of 30% of total shelf life remaining at the time of delivery, OR at least 45 days before the best-before date, whichever is greater and applicable to the specific product.
• Products that do not meet this shelf life threshold will not be dispatched. Such items are either returned to our production unit for quality assessment or disposed of appropriately.
• The best-before date is printed on every AnnVaya product package. Please check this date upon receiving your order.
• Best-before dates indicate quality, not safety. A product consumed after its best-before date may have diminished sensory qualities but is not necessarily unsafe if it has been stored correctly. However, we recommend consuming products before the printed date for the best experience.

If you receive a product where the best-before date is less than 45 days away and you believe this does not meet the above standard, please contact us within 48 hours of delivery with a photograph of the label and we will address it promptly.

Shipping delays, failed deliveries, and damaged shipments are addressed in accordance with the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020.

Your rights in relation to delivery:

• You are entitled to receive the product you ordered within a reasonable time, in the condition described, and at the price agreed at checkout.
• Significant and unexplained delivery delays that cause material inconvenience may entitle you to a full refund even in the absence of a policy-defined trigger.
• You are entitled to a full refund for orders confirmed as lost in transit.

If you have a shipping-related complaint that has not been resolved by our customer support team, please escalate to our Grievance Officer (details below). We will respond within 48 hours and resolve within 30 days as required by the IT Rules, 2021.

For unresolved disputes, you may also approach:

• The District Consumer Disputes Redressal Commission in your jurisdiction under the Consumer Protection Act, 2019.
• The National Consumer Helpline at 1800-11-4000 (toll-free).