Shipping & Delivery Policy

1. Overview

AURA Commerce provides the digital platform through which Merchants may present products or services, accept customer orders, configure supported delivery or pickup options, and manage fulfilment status.

The Merchant is the seller of the goods or services purchased by its customers and remains responsible for the actual delivery, pickup or fulfilment of those purchases. AURA is not the Merchant's courier, logistics provider, shipper or fulfilment provider merely because the platform records or displays delivery-related information.

2. Merchant Delivery & Pickup

Each Merchant determines the delivery, pickup or other fulfilment options it offers, subject to applicable law and the capabilities made available through AURA Commerce.

Depending on the Merchant's configuration and the applicable order, customers may be offered delivery, pickup, or another supported fulfilment method. The Merchant is responsible for accurately describing and honouring the fulfilment option offered to the customer.

Any delivery fee, free-delivery threshold or other applicable fulfilment charge presented through the Merchant store forms part of the Merchant customer transaction and should be reviewed by the customer before placing the order.

3. Delivery Information

Merchant-specific delivery areas, delivery or pickup availability, fulfilment expectations, charges and other relevant conditions are governed by the applicable Merchant's storefront information, policies and order details.

AURA may provide technical functionality for recording delivery addresses, pickup selections, delivery charges, fulfilment notes and order-status updates. The accuracy and fulfilment of the Merchant's delivery commitments remain the Merchant's responsibility.

Customers should review the applicable Merchant's delivery or shipping information before placing an order and contact that Merchant if specific delivery timing, location, product-handling or pickup confirmation is important to the purchase.

4. AURA Platform Delivery

AURA Commerce is itself a digital platform service. AURA platform access, account functionality, dashboards and platform features are provided electronically rather than through physical shipment.

Merchant, Partner or enterprise activation may depend on the applicable onboarding process, verification, commercial acceptance, configuration, payment-provider or other integration requirements, and any agreed implementation or activation conditions.

Any specific implementation milestone, activation date, service level or delivery commitment agreed for an enterprise or other separately contracted engagement is governed by the applicable agreement, Order Form or Statement of Work rather than this general policy.

5. Delivery Issues

For a late, missing, damaged, incomplete or otherwise disputed Merchant delivery or fulfilment, the customer should normally contact the applicable Merchant using the support information shown on the Merchant storefront or order.

Any return, replacement, cancellation or refund that results from a Merchant fulfilment issue is subject to the Merchant's applicable policies, mandatory rights under applicable law, the payment method and the supported AURA order/refund workflow where relevant.

If the issue concerns an AURA platform status, platform functionality or another AURA-controlled technical matter rather than the Merchant's physical fulfilment, you may also contact AURA using the details below.

6. Contact

For a Merchant-order delivery or pickup issue, customers should normally contact the applicable Merchant using the contact information displayed on that Merchant's storefront or order.

For an AURA platform-access, platform-status or other AURA-controlled technical issue, contact support@auracommerce.co.in.

AURA consumer grievance contact details and the applicable grievance-redressal process are available on our Consumer Grievance Redressal page.