Shipping Policy

This Shipping Policy explains how orders placed on the Vilarci platform (https://vilarci.in/), operated by Krishnendu Kar, Tamluk, Purba Medinipur — 721627, West Bengal, India, are dispatched, shipped, and delivered across India.

Vilarci is a marketplace where independent verified sellers list and sell products. Sellers may choose to fulfil their orders through Vilarci's own logistics network (Vilarci Fulfilment) or through their own courier arrangements (Seller Fulfilment). Understanding which fulfilment type applies to your order is critical — the delivery experience, tracking capabilities, and Vilarci's level of guarantee differ significantly between the two.

Vilarci allows sellers to choose between two fulfilment models. Both are legitimate paths to delivery, but they carry different levels of guarantee, tracking capability, and Vilarci support coverage.

When a product is fulfilled by Vilarci VF, Vilarci manages the entire shipping journey from the seller's warehouse to your door through our trusted courier network.

For Vilarci Fulfilment orders, the seller sets a max_delivery_time — the maximum number of days from order confirmation to dispatch. Vilarci enforces this commitment. After dispatch, transit time depends on your location relative to the seller's warehouse.

After dispatch, typical transit times for VF orders by courier:

• Where to track: Log in to Vilarci → My Account → My Orders → select order → tap Track Shipment. You will see the live shipment status updated directly from the courier partner.
• WhatsApp updates: You receive automatic WhatsApp messages for key shipment milestones — order dispatched, out for delivery, and delivered. Ensure your registered WhatsApp number is correct.
• Email updates: Dispatch and delivery confirmations are also sent to your registered email.
• AWB number: You can use the AWB/tracking number (shared in the dispatch notification) to track directly on the courier partner's website for more granular updates.
• Tracking not updating: If tracking has not been updated for more than 48 hours after dispatch, contact Vilarci support. We will investigate with the courier partner and update you within 24 hours.

Vilarci Fulfilment is available across most of India through our registered domestic courier partner network. However, coverage may be limited in certain areas:

• Serviceable pin codes: At checkout, the Platform automatically checks whether your delivery pin code is serviceable under Vilarci Fulfilment. If a pin code is not serviceable, you will be notified before payment.
• Remote and hilly areas: Certain remote areas — including parts of the North-East, Jammu & Kashmir, Andaman & Nicobar Islands, and Lakshadweep — may have extended delivery timelines or limited serviceability under VF. See Section 21 for full details.
• Pin code changes: Serviceability is dynamic and may change based on courier partner availability. If your pin code becomes unserviceable after you place an order, Vilarci will contact you to arrange an alternative or process a full cancellation refund.
• Expanding coverage: Vilarci continuously works to expand its VF coverage. Follow our official channels for announcements on new serviceable areas.

When a product carries the SF label, the seller takes complete responsibility for packing, choosing a courier or delivery method, dispatching, and delivering the order to your address.

• Seller's courier network: The seller may use any registered domestic courier company, India Post / Speed Post, or their own delivery personnel. Vilarci does not mandate or restrict which courier the seller uses for SF orders.
• Dispatch timeline: The seller has committed to dispatch within their stated max_delivery_time. However, since Vilarci does not physically control the dispatch process for SF orders, we cannot guarantee that the seller will dispatch exactly on schedule.
• Communication: Some SF sellers provide manual tracking or WhatsApp updates directly to the buyer. This varies entirely by seller. Vilarci cannot guarantee any specific communication standard for SF orders.
• Packaging: The seller packs the item independently. Vilarci has no visibility into or control over the packaging quality for SF orders. While we encourage sellers to pack securely, we cannot enforce packaging standards for SF.
• Vilarci's role in SF: Vilarci facilitates the transaction and mediates disputes. If a serious issue arises — non-delivery, severe damage, or fraudulent seller behaviour — Vilarci will investigate and take appropriate action including refunds or seller penalties.

Specifically, for Seller Fulfilment orders, Vilarci:

• Cannot guarantee delivery by any specific date — the EDD shown (if any) is the seller's estimate and is not backed by Vilarci.
• Cannot guarantee the packaging quality — transit damage risk is higher when Vilarci does not control packing.
• Cannot guarantee real-time tracking — tracking information may not be available, may be delayed, or may be provided manually by the seller.
• Cannot immediately intervene in transit issues — since Vilarci did not book the shipment, we must first contact the seller to investigate any mid-transit issue.
• Cannot guarantee the courier partner's reliability — the seller's choice of courier is independent of Vilarci's vetting process.

However, Vilarci's Buyer Protection still applies to SF orders for:

• Confirmed non-delivery (item never dispatched or completely lost) — investigated and resolved with full refund where confirmed.
• Fraudulent sellers — sellers who take payment but never ship are removed from the Platform and buyers are fully refunded.
• Significantly damaged items — if evidence of severe transit damage is provided within 48 hours of delivery, Vilarci will mediate.
• Significantly delayed delivery — if an SF order exceeds 30 days without delivery and the seller cannot provide tracking or delivery confirmation, Vilarci will initiate a refund.

• Tracking provided by seller: When the seller dispatches your SF order, they are expected to share tracking details (AWB number and courier name) via the Seller Portal. These will appear in your My Orders page. However, Vilarci cannot enforce this — not all SF sellers provide tracking.
• No tracking shared: If a seller does not share tracking information within 2 days after their stated dispatch date, raise a complaint via My Orders → Contact Seller. If the seller does not respond within 48 hours, escalate to Vilarci support.
• Track on courier website: If you receive an AWB number, use it on the courier partner's own website for the most up-to-date tracking. Common couriers used by SF sellers include India Post / Speed Post, DTDC, Blue Dart, Delhivery, Ecom Express, and others.
• WhatsApp updates: SF sellers may send shipping updates directly via WhatsApp. Vilarci-generated WhatsApp shipping notifications are only sent for VF orders — SF buyers should check My Orders for SF shipment updates.

The fulfilment type for every product is clearly shown at multiple points:

Each seller declares a max_delivery_time — the maximum number of days from order confirmation to dispatch. This value is displayed on the product listing page.

• For VF orders, Vilarci enforces the dispatch commitment. Sellers who fail to dispatch within the declared max_delivery_time face penalties and order escalation.
• For SF orders, the dispatch commitment is the seller's responsibility. Vilarci monitors reported delays and takes action against sellers who consistently fail to dispatch on time.
• Orders placed before 12:00 PM are typically treated as same-day orders (Day 0). Orders placed after 12:00 PM may be treated as Day 0 or Day 1 depending on the seller's operational schedule — check the seller's listing for specifics.
• Orders placed on Sundays, national public holidays, and seller-declared non-working days begin their max_delivery_time countdown on the next working day.
• During high-volume periods (Diwali, Eid, New Year, Republic Day, Independence Day, and similar sale events), dispatch timelines may be extended by 1–2 days. Any known delays during such periods will be communicated via the Platform and WhatsApp.
• If a seller fails to dispatch your VF order within the declared max_delivery_time and does not communicate an update, you may raise a complaint through My Orders. Vilarci will contact the seller within 24 hours and, if the order remains unshipped, offer you a full cancellation refund.

• Address accuracy is your responsibility. Delivery is made to the address you provide at checkout. Please double-check your full address — house/flat number, street, locality, landmark, city, state, and pin code — before confirming payment.
• Change of address after order placement: Once an order is confirmed and dispatched, the delivery address cannot be changed. Address changes before dispatch may be possible — contact Vilarci support immediately after placing the order if you need to change.
• Multiple addresses: Each order can only have one delivery address. If you want items delivered to different addresses, place separate orders.
• PO Box / Post Office addresses: Orders may not be deliverable to PO Box addresses through VF courier partners. India Post / Speed Post (available through some SF sellers) may service PO Box addresses.
• Office and gated community deliveries: Ensure a recipient is available during business hours to accept delivery. Clearly mention the office/building name and any access instructions (gate number, security contact) in the address field.
• Address in a different language: Please enter your delivery address in English for smooth delivery processing.

Shipping charges on Vilarci are set by the Platform and seller at the product level. They are displayed clearly at checkout before payment.

• Shipping charges are non-refundable unless the order is cancelled due to Vilarci's or the seller's error, or the return is due to a defective, damaged, or wrong item.
• In the event of a partial order refund, shipping charges may be partially refunded proportionally, at Vilarci's discretion.
• Free shipping thresholds or promotional offers are set by individual sellers and may not apply to all products. Check the listing for applicable offers.

For VF orders, the courier partner will make the following attempts:

• Attempt 1: Standard delivery. If no one is available, the courier leaves an attempted delivery notice (physical or digital).
• Attempt 2: A second delivery attempt is made the next business day. You may receive an OTP or call from the delivery agent before this attempt.
• Attempt 3 (Final): A third and final delivery attempt is made. If this also fails, the parcel is held at the local courier hub for 3 business days for self-pickup, after which it is returned to the seller.
• Reschedule delivery: For some courier partners, you can reschedule delivery directly from the tracking link in your My Orders. If this option is available, use it before the third attempt is exhausted.
• For SF orders, delivery attempt policies are determined by the seller's courier partner and may differ from the above. Contact the seller directly if you have missed delivery issues on an SF order.

An order may be marked undeliverable and returned to the seller in the following situations:

• All delivery attempts exhausted and package unclaimed from the hub.
• Delivery address is incomplete, incorrect, or does not exist.
• Recipient refused to accept the delivery without a valid reason.
• Package refused due to COD payment refusal at the door.
• Premises inaccessible or locked on all delivery attempts.

When an order is returned to the seller:

• You will be notified via WhatsApp and email that the order was undelivered and is being returned.
• If the undeliverability was due to an error in the address you provided, the refund (if any) will be net of both-way shipping costs. Vilarci is not liable for delivery failures caused by inaccurate buyer-provided addresses.
• If the undeliverability was due to the courier's failure despite a correct address and available recipient, you are entitled to a full refund including original shipping charges. Raise a complaint via My Orders.
• If you wish to receive the order again after it has been returned, you must place a fresh order. The original order cannot be re-dispatched without a new payment.

Cash on Delivery (COD) is available for select products and delivery pin codes on Vilarci, subject to the following terms:

• Availability: COD availability is displayed on the product listing page and at checkout. Not all sellers offer COD, and it may not be available for all pin codes or order values.
• COD limit: Vilarci may set a maximum order value above which COD is not available. This limit will be shown during checkout if applicable.
• COD convenience fee: A small COD handling fee may be added to your order total. This will be clearly shown before you confirm payment.
• Payment at the door: The delivery agent will collect the exact COD amount shown on the order. Please keep exact cash ready — agents may not carry change for large denominations.
• UPI at the door: Some courier partners may offer QR-code-based UPI payment at the time of delivery as an alternative to physical cash. This depends on the courier partner assigned to your order.
• Refusing COD payment at the door: If you refuse to pay the COD amount at delivery without a valid reason, the order will be marked as a refused delivery and returned to the seller. Repeated COD refusals may result in COD being disabled on your account.
• COD refund: If a COD order is cancelled, refunded, or returned, the refund is processed to your bank account via NEFT/IMPS. Our team will contact you for bank account details.
• COD is not available for digital goods, pre-order products, and certain high-value or restricted categories.

If your order arrives physically damaged — torn packaging, crushed box, broken item — here is what to do:

• Do not accept a visibly damaged package without noting the damage. At the time of delivery, if the outer packaging shows severe damage, you may either refuse the delivery (and it will be returned to the seller), or accept it under protest by marking the damage with the delivery agent and immediately photographing it.
• Record an unboxing video. Even if the outer packaging looks fine, always record an unboxing video for all orders above ₹500. This is the most effective evidence for any damage-in-transit claim.
• Report within 48 hours. Raise a complaint via My Orders within 48 hours of the delivery date. Submit the photographs and/or unboxing video clearly showing the damaged item and packaging.
• For VF orders: Vilarci will investigate with the courier partner. If transit damage is confirmed, a full refund or replacement (per your preference) will be issued without requiring a return in most cases. Vilarci covers transit damage for VF shipments.
• For SF orders: Vilarci will contact the seller. If the seller confirms or cannot disprove the transit damage, a refund or replacement will be arranged. SF transit damage claims are subject to evidence and may take longer to resolve.
• Damage claims reported after 48 hours may not be accepted unless there is clear evidence that the damage was not visible at the time of delivery (e.g., internal component failure discovered on first use).

A shipment is considered lost in transit when it has not been delivered and tracking has not been updated for more than 5 business days after the last scan.

• If your order is significantly overdue (more than 5 business days beyond the EDD with no tracking movement), raise a "Lost Shipment" complaint via My Orders.
• Vilarci will immediately contact the courier partner (for VF) or the seller (for SF) to initiate a trace investigation. This typically takes 3–5 business days.
• If the courier partner confirms the shipment is lost, a full refund including shipping charges will be issued — this applies to both VF and SF orders where loss is confirmed.
• If the trace reveals the package is still in transit (delayed, not lost), updated tracking will be shared and delivery will proceed.
• For SF orders: if the seller cannot provide tracking evidence showing the order was dispatched, or if the seller's courier confirms loss, Vilarci will issue a full refund regardless of the seller's cooperation.
• In the unlikely event of a lost package claim where the courier disputes the loss, Vilarci may require a signed declaration from you (as the buyer) before finalising the refund.

Delivery to certain remote, hilly, island, or restricted areas may have specific conditions:

• Extended timelines: Deliveries to remote areas such as the North-East states (Arunachal Pradesh, Mizoram, Manipur, Nagaland, Sikkim), Andaman & Nicobar Islands, Lakshadweep, Jammu & Kashmir (mountain areas), and similar regions may take 7–14 additional days beyond standard timelines.
• Additional surcharges: Remote area delivery charges may apply at checkout. These are shown before payment and are non-refundable except in cases of seller or Vilarci error.
• Limited VF availability: Some very remote pin codes may not be serviceable under Vilarci Fulfilment. In such cases, the product may still be available via Seller Fulfilment using India Post, which covers a wider pin code range.
• Restricted delivery areas: Certain areas with security restrictions or special regulations may have limited or no delivery coverage. If your pin code falls under this category, you will be notified at checkout.
• Border areas and military zones: Delivery to certain border areas or military cantonments may require additional documentation or may be unavailable. Contact Vilarci support before ordering if you are in such an area.

If you are an NRI or an Indian customer with a foreign delivery address and wish to send a gift within India, you are welcome to place an order with an Indian delivery address. Billing and payment may be made through international cards or UPI-linked accounts where supported by our payment gateway.

Vilarci does not facilitate customs clearance, import duty calculation, or international logistics in any capacity. Any product listed on Vilarci is intended for delivery and use within India only.

All sellers on Vilarci — whether using Vilarci Fulfilment or Seller Fulfilment — are bound by the following shipping obligations under their seller agreement with Vilarci:

• Accurate dispatch commitment: Sellers must set a realistic max_delivery_time and dispatch orders within this period. Consistently failing to do so results in penalties, performance rating reduction, and possible suspension.
• Secure packaging: Sellers are responsible for packing items in a manner that prevents damage during transit. This applies to both VF and SF. Repeated damage-due-to-poor-packaging complaints result in seller action.
• Correct product dispatched: Sellers must dispatch exactly the product and variant that the buyer ordered. Dispatching incorrect products is a serious violation of Vilarci's seller policy.
• Sharing tracking information (SF): SF sellers are required to share tracking details with Vilarci's platform within 24 hours of dispatch. Failure to share tracking is monitored and penalised.
• Honest delivery claims: Sellers must not mark orders as dispatched or delivered fraudulently. Such actions result in immediate account suspension and potential legal action.
• Customer communication: If an order will be delayed beyond the stated dispatch date, the seller must proactively notify the buyer and Vilarci via the Seller Portal at least 24 hours before the deadline.

• Vilarci acts as an intermediary marketplace and is not the primary seller of any product. For SF orders, shipping liability rests primarily with the seller and their chosen courier. Vilarci's liability is limited to facilitating dispute resolution and activating Buyer Protection where applicable.
• For VF orders, Vilarci accepts responsibility for the delivery process from the point the seller hands the item to our courier partner. Transit damage, loss, or non-delivery under VF is investigated and resolved by Vilarci.
• Vilarci is not liable for delivery delays caused by force majeure events — natural disasters, pandemics, nationwide strikes, government-imposed curfews, or other events beyond reasonable control.
• Vilarci is not responsible for delays caused by incorrect address information provided by the buyer, unavailability of recipient during all delivery attempts, or refusal of delivery by the buyer.
• In no event shall Vilarci's liability for any shipping-related claim exceed the amount paid by the buyer for the product in dispute, plus the shipping charge paid for that shipment.
• Vilarci shall not be liable for any consequential, incidental, or indirect damages arising out of delay in delivery, including business losses or missed events.

Vilarci reserves the right to modify this Shipping Policy at any time. Material changes will be communicated via a Platform notice and email to registered users at least 7 days before taking effect. Minor updates (such as adding new courier partners or adjusting zone classifications) may be made without prior notice.

The Shipping Policy in effect at the time of order placement governs that order's delivery. Continued use of the Platform after any change constitutes acceptance of the updated Policy.

For all shipping-related issues — tracking problems, delayed dispatch, lost parcels, transit damage, or undelivered orders — first use the self-service tools in your account: My Orders → Track Shipment or My Orders → Report Issue. If further assistance is needed, contact our Grievance Officer with your Order ID and, where applicable, your AWB / tracking number.