For the best possible service, we are partnering with third-party logistics service providers. They effectuate the product shipping and delivery to our customers. When you place an order, you will be provided with a brief estimation of the time for the delivery to be completed. This timeline estimate will be notified to the customer or the user of the Oaknest platform after the confirmation of the order which is only after you complete the payment. Our portal will also share details about the orders and their dispatch and the delivery vendor we are using. This will also be sent to the email ID of the registered user of the mobile number added to the account. We advise you to understand we reserve the right to deliver the products as per our own engagement with the logistic partner or any other third-party delivery vendor that we feel is good for us.

Checking deliverable places and areas

By using the platform, you understand that we always look to ship and delivery all our products in and around India. However, we have the right to display a secular list of places where we are unable to deliver. These will be displayed as an unserviceable area for the delivery of products. In any case, if an order is paid and we are not able to deliver, then we will notify you and you can connect us for the initiation of the refund. We shall give every notification to the user about the delivery efforts being made as well as the status of your product delivery. As a customer, you can always search for the deliverable areas by putting in your pin code during the checkout process on our website.

Collection of information

To ascertain that the delivery is done most effectively, we can collect or ask you to provide relevant information. These might be in the form of the name, address, landmarks, shipping, or contact details. You need to ensure that you provide all the information in the most correct and pristine manner. All of the information provided by you on the Oaknest platform should be true and you should not use anyone else’s information. If in case there is any problem or failure of delivery due to the wrong information provided by the user, you are liable to losses in that case. We also want to clarify that we should not be liable in any case or any point in time if the failure is from your side to provide accurate or complete information at the time.

In case of wrong address or information

When we try to deliver your product to your specified address, you should try to be available to collect the product. In any case, if you are not available at the time of delivery of the product, we will notify you about the delivery attempt being made. Our logistics partner will then try again 2 more times to deliver the product after contacting you with the information provided. If the last delivery attempt is also unsuccessful, the company has the right to cancel the order on our own terms and at our sole discretion. The return of the product will be then initiated. We also hold the right to charge the extra shipping and delivery costs that we had to incur while issuing a refund to the customers.

The unexpected delay in deliveries

We always try to make delivery possible in the given time frame or as quickly as possible. However, there are always certain circumstances that cannot be avoided when we are delivering the product. These can delay the timeline and as a user, you shall have no objection if such a scenario occurs. Some of the reasons for the delay of the delivery include:

• Strikes or riots or protests by masses in the country
• An accident during the transportation
• Logistic issues that are beyond the control of the company
• Adverse weather conditions
• Natural calamities such as earthquakes, floods, etc.
• Other unexplained reasons or circumstances

Delivery staff issues

When you receive the product, you may experience some unwanted behavioral issues from the delivery guys or the staff. This is totally out of our control and depends on person to person as well as our logistics person. You agree that these actions are not in our control and we can’t monitor such actions or keep a check on each delivery executive. However, we are always trying to improve; we should not be liable for any acts or omissions that may be experienced on part of our delivery agents, personnel, and employee from Oaknest or our Logistics Company. If any quarrel or any such scenario happens, you agree that you will not hold our company responsible for such things and we are not liable to settle such problems. We are also not liable to mediate or resolve any disputes occurring between you or the delivery guys or staff from the logistics company.

Tracking related issues

When you place an order, we carefully process the order and the product is then handed over to our logistics partner. You will receive a tracking identification number which will also be shared with the logistics partner. This number will help you to track the status of the delivery and recent updates in the transit of the package. You can use the ID on the Oaknest platform on the website as well as phone to check the location of the product origin and related information. You can also check the delivery estimation time using this number. Our customer care team always coordinates with our logistics partner, ensuring that the products are delivered at the earliest possible. We make all reasonable efforts to ensure that the tracking status is updated regularly and on a real-time basis. It should be noted that we are not responsible for the accuracy of the tracking status as we leverage third-party tracking maintenance systems to effectuate delivery tracking. The inconsistencies observed in the tracking information are not our responsibility as there might be lags or technical difficulties in updating system tracking information.

Shipping fees

Shipping fees keep on changing due to increases or decreases in transit fares and petrol or diesel prices. Hence, we have the right to change the shipping fees from time to time. Shipping may also depend on the value of the product, the place of delivery and the mode of delivery being used. You agree that we are eligible to collect shipping and delivery fees from you and we cannot refund this fee on any request raised by you. However, we can look into the matter if you have received a damaged or defective product. We can make exceptions in such cases, for which you need to inform us about the product problem. You acknowledge that upon delivery, the title and risk of the product shall pass on to you.

Returns

The return of the product you purchase from Oaknest is done through our reverse-logistics partners. When we receive the request for the return of the product from the user, we contact our reverse-logistics partner and they shall arrange the return delivery of the product in the shortest time frame. The refunds and returns are processed as per the rules mentioned in our cancellation, return and refund policy.

Minimum delivery time

The time of delivery usually depends on your location and address. To that end, we try to deliver the parcel as soon as possible. We have partnered with the country’s best logistic provider that helps us with fastest shipping and delivery. In case any obstruction occurs, we notify our customers in real-time on tracking pages. The usual Minimum delivery time is around 4 days. We urge every customer to wait at least 4 days before asking about the order.

Maximum delivery time

We and our logistics partner try our best to delivery the product under the given time frame. However, sometimes, due to unwanted circumstances, the product gets delayed. Hence, we have an allotted maximum delivery time of 15 days. We request all our customers to wait for this maximum period of time before seeking refund or asking for replacement. If the parcel is not delivered even after 15 days, then you can raise a complaint or call us directly. We will do our best to inform you about the updated information of the delivery.