Shipping and Delivery Policy

1. Introduction

This Return & Exchange Policy ("Policy") explains the conditions and procedures governing returns, exchanges, replacements and eligible refunds for products purchased from www.pinrobe.com.

This Website is operated by PINROBE, a partnership firm constituted under the laws of India ("PINROBE", "we", "us" or "our").
Our registered office is:

SHOP NO.16, AT FIRST FLOOR, SITUATED AT CSC, G-8 AREA, RAJOURI GARDEN, HARI NAGAR, NEAR VATIKA APPT, NEW DELHI-110027

This Policy applies to products purchased directly through PINROBE's official Website. It does not apply to purchases made through an unauthorised reseller, marketplace, social media account or third party.

This Policy should be read together with our:

• Terms & Conditions;
• Terms of Use;
• Privacy Policy;
• Shipping Policy;
• Product descriptions; and
• Product-specific conditions displayed before purchase.

Where a product-specific condition expressly differs from this Policy, the product-specific condition will apply to that product, subject to applicable law.

2. Definitions

For the purpose of this Policy:

Business Day means Monday to Saturday, excluding national holidays and any other holidays observed by PINROBE.

Delivery Partner means any independent courier, logistics provider, aggregator or last-mile delivery provider appointed to transport or deliver an Order.

Dispatch means the point at which a packaged Order is handed over to the Delivery Partner.

Delivery means the handing over of an Order to the customer or to another person reasonably accepting it at the address provided during checkout.

Pre-Order Product means a Product that is not immediately ready for dispatch and will be supplied within the estimated timeline displayed before purchase.

Return to Origin or RTO means the process through which an undelivered shipment is returned to PINROBE's fulfillment center.

Standard Order means an Order containing Products that are available for ordinary processing and dispatch and are not identified as Pre-Order Products.

3. Delivery Area

PINROBE delivers Orders to serviceable PIN codes across India. We do not currently provide international shipping.

Delivery availability depends on:

• PIN-code serviceability;
• Delivery Partner coverage;
• Product restrictions;
• Order value or payment method;
• Operational feasibility; and
• Other risk or logistics considerations.

If an Order cannot be delivered to the address provided, PINROBE may:

• Contact the customer for an alternative serviceable address;
• Modify the available delivery arrangement with the customer's agreement; or
• Cancel the affected Order and initiate an eligible refund.

4. Shipping Charges

PINROBE provides complimentary standard shipping on all Orders delivered to serviceable locations within India. No additional standard shipping fee will ordinarily be charged at checkout.

Additional charges may apply for optional services such as:

• Express delivery;
• Scheduled delivery;
• Local priority delivery;
• Re-dispatch after a customer-related delivery failure;
• A second reverse-pickup attempt caused by customer unavailability; or
• Another specially requested delivery arrangement.

Any additional charge will be communicated before the relevant service is confirmed.
A future change to shipping charges will not affect an Order already confirmed before that change.

5. Order Confirmation

After an Order is placed, the customer will ordinarily receive an Order acknowledgement through email, SMS or another available communication channel. An Order acknowledgement confirms that the Order has been received but does not necessarily mean it has been finally accepted.

Orders remain subject to:

• Payment confirmation;
• Product availability;
• Address verification;
• Delivery serviceability;
• Fraud and risk checks;
• Partial COD eligibility, where applicable; and
• Compliance with PINROBE's Terms & Conditions.

PINROBE may contact the customer where additional confirmation is reasonably required.

6. Standard Order Processing

Standard Orders are ordinarily processed and dispatched within 1–2 Business Days after successful Order and payment verification.
Processing includes:

• Payment or Partial COD verification;
• Product availability confirmation;
• Final quality inspection;
• Product preparation;
• Secure packaging;
• Shipping-label generation; and
• Handover to the Delivery Partner.

Processing time is separate from the delivery transit time.

Orders placed on Sundays, national holidays or outside normal operational hours will begin processing on the next applicable Business Day.
During high-demand periods, launches, promotional events or operational disruptions, processing may take longer. PINROBE will make reasonable efforts to inform affected customers where a material delay is anticipated.

7. Estimated Delivery Timeline

After dispatch, standard delivery ordinarily takes approximately 3–5 Business Days.
Actual delivery time may vary depending on:

• Destination;
• PIN-code serviceability;
• Metro, Tier 1, Tier 2, Tier 3 or remote-area classification;
• Delivery Partner performance;
• Weather conditions;
• Public holidays;
• Local restrictions;
• Transport disruptions;
• Customer availability; and
• Circumstances beyond PINROBE's reasonable control.

The total estimated time for a Standard Order generally consists of:

8. Remote or Difficult-to-Service Locations

Delivery to remote, restricted or less frequently serviced areas may take longer than the ordinary estimate.
This may include locations affected by:

• Limited courier coverage;
• Mountainous or island geography;
• Security restrictions;
• Local transportation limitations;
• Weather disruption;
• Government restrictions; or
• Infrequent last-mile delivery schedules.

Where a location is not serviceable after the Order has been placed, PINROBE will contact the customer and provide an appropriate resolution.

9. Dispatch Confirmation and Tracking

Once an Order is dispatched, the customer will ordinarily receive:

• A dispatch confirmation;
• The Delivery Partner's name, where available;
• A tracking number or shipment reference; and
• A tracking link.

Tracking information may be shared through:

• Email;
• SMS;
• WhatsApp, where appropriate and permitted;
• The customer's PINROBE account; or
• The Delivery Partner's tracking interface.

Tracking activity may take several hours to appear after dispatch because the Delivery Partner must scan and activate the shipment in its system.
Customers are encouraged to monitor tracking and contact PINROBE if the shipment shows an unusual or prolonged delay.

10. Delivery Partners

PINROBE works with independent delivery and logistics partners to fulfill Orders.
The Delivery Partner may assign the shipment to an affiliated or subcontracted courier based on:

• PIN-code coverage;
• Delivery speed;
• Shipment size;
• Operational capacity; or
• Route optimisation.

Although PINROBE does not control every operational action of an independent courier, we will provide reasonable assistance where a shipment is delayed, lost, damaged, tampered with or incorrectly marked as delivered.

Nothing in this Policy excludes PINROBE's responsibilities under applicable consumer law.

11. Customer Responsibility for Delivery Information

The customer is responsible for providing:

• A complete and accurate delivery address;
• Correct PIN code;
• Valid mobile number;
• Valid email address;
• Landmark or access instructions, where relevant;
• Flat, building, floor and unit details;
• A recipient who can accept the shipment; and
• Any information reasonably required for successful delivery.

PINROBE will not ordinarily be responsible for delay or delivery failure resulting from inaccurate, incomplete or outdated information provided by the customer. Customers should review their delivery details carefully before confirming the Order.

12. Address Changes

A customer may request an address change before the Order has been dispatched.
To request a change, contact PINROBE as soon as possible and provide:

• Order ID;
• Registered name and contact details;
• Existing address; and
• Corrected address.

A requested address change is not effective until confirmed by PINROBE.
After dispatch, an address change:

• May not be possible;
• Will depend on Delivery Partner policy;
• May require shipment redirection;
• May lead to additional delay; and
• May involve an additional courier charge.

Where redirection is not possible, the Order may continue to the original address or be returned to origin.

13. Order Modifications and Cancellations

A customer may request cancellation or modification before the Order has been dispatched.
Requests may include:

• Address correction;
• Size change;
• Product change;
• Quantity change; or
• Cancellation.

All requests remain subject to:

• Processing status;
• Product availability;
• Operational feasibility; and
• Payment of any additional amount.

Once an Order has been dispatched, it cannot ordinarily be cancelled or modified.
Refusing delivery after dispatch will not be treated as an approved cancellation and may result in RTO handling under this Policy. Confirmed Pre-Orders remain subject to the separate cancellation rules in the Terms & Conditions.

14. Express Delivery

Express delivery may be available for selected Orders and locations at an additional charge.
Customers must contact support before placing the Order to confirm:

• Whether express delivery is available;
• The estimated dispatch and delivery timeline;
• Applicable charge;
• Product eligibility; and
• Destination serviceability.

Express delivery is not automatically available merely because it is requested. An express timeline will apply only where PINROBE expressly confirms the arrangement.
A Delivery Partner delay outside PINROBE's reasonable control may still affect an express shipment.

15. Scheduled and Local Delivery

Scheduled or preferred-time delivery may be considered within Delhi on a case-by-case basis.
Customers should contact support before ordering to confirm:

• Location eligibility;
• Preferred date or approximate time;
• Availability of a local delivery arrangement; and
• Additional charge, if any.

A preferred date or time is not guaranteed unless PINROBE confirms it in writing. Outside Delhi, specific delivery slots generally depend on the Delivery Partner and cannot be guaranteed by PINROBE.

16. Pre-Order Products

Products clearly marked Pre-Order are not immediately available for dispatch. Before payment is accepted, the relevant Product page will display a broad estimated dispatch window. A more specific estimated timeline may be communicated after the Pre-Order window closes.

Unless otherwise stated:

• The timeline will be calculated from closure of the Pre-Order window;
• It will not be calculated separately from each customer's individual Order date;
• Partial COD will not apply;
• Pre-Orders will be fully prepaid; and
• The Pre-Order Product will be dispatched after production and quality inspection are completed.

Pre-Order timelines may be affected by:

• Production;
• Material procurement;
• Manufacturing;
• Supplier performance;
• Quality inspection;
• Transport; and
• Other circumstances outside PINROBE's reasonable control.

Where a material delay occurs, PINROBE will communicate an updated estimate. The cancellation and refund rights applicable to materially delayed Pre-Orders are stated in the Terms & Conditions and Return & Exchange Policy.

17. Mixed Orders Containing Ready-to-Ship and Pre-Order Products

Where an Order contains both:

• A ready-to-ship Product; and
• A Pre-Order Product,

PINROBE may split the Order into separate shipments. The ready-to-ship Product will ordinarily be processed without waiting for the Pre-Order Product.

The Pre-Order Product will be dispatched separately when available. No additional standard shipping charge will be imposed solely because PINROBE splits such an Order.
Separate tracking information may be issued for each shipment.

18. Partial Cash on Delivery Orders

The customer must pay the outstanding Partial COD amount before or at the time the shipment is handed over, according to the Delivery Partner's process.
Supported delivery-payment methods may include:

• Cash;
• UPI;
• Payment link;
• Card payment; or
• Another method supported by the Delivery Partner.

PINROBE cannot guarantee that every Delivery Partner or delivery executive will support every payment method.
The customer should follow the payment instructions communicated by the Delivery Partner.

19. Payment at Delivery

The customer must pay the outstanding Partial COD amount before or at the time the shipment is handed over, according to the Delivery Partner's process.
Supported delivery-payment methods may include:

• Cash;
• UPI;
• Payment link;
• Card payment; or
• Another method supported by the Delivery Partner.

PINROBE cannot guarantee that every Delivery Partner or delivery executive will support every payment method.
The customer should follow the payment instructions communicated by the Delivery Partner.

20. Delivery Attempts

The Delivery Partner may make one or more reasonable delivery attempts in accordance with its operating procedures.
If delivery cannot be completed, the Delivery Partner may:

• Contact the customer;
• Reschedule the delivery;
• Make an additional attempt;
• Hold the shipment temporarily at a local facility; or
• Mark the shipment for Return to Origin.

The exact number of attempts may vary by:

• Delivery Partner;
• Location;
• Payment method;
• Order type; and
• Reason for the failed attempt.

Customers should respond promptly to delivery calls, messages and tracking notifications.

21. Customer Unavailable at Delivery

Where the customer or authorised recipient is unavailable, the Delivery Partner may make another attempt.
The customer should:

• Respond to the delivery executive;
• Provide reasonable directions;
• Arrange for an authorised person to receive the shipment; or
• Coordinate a permitted re-attempt.

PINROBE cannot guarantee delivery on a specific re-attempt date unless confirmed by the Delivery Partner.
Where repeated attempts fail, the shipment may be returned to PINROBE.

22. Refusal to Accept Delivery

A customer should not refuse a shipment unless:

• The parcel is visibly damaged or materially tampered with; or
• PINROBE has expressly instructed the customer to refuse it.

Refusing delivery because of:

• Change of mind;
• Product preference;
• Size selection;
• Inability to pay the Partial COD balance;
• Customer unavailability; or
• An unapproved cancellation request

may result in Return to Origin. For a Partial COD Order, the 10% upfront amount will not ordinarily be refunded where delivery is refused or fails for a customer-related reason after dispatch.

Repeated refusals may result in restrictions on:

• Partial COD;
• Future Orders; or
• Other payment or delivery facilities.

23. Return to Origin

An Order may be marked Return to Origin where delivery cannot be completed because of:

• Incorrect or incomplete address;
• Incorrect PIN code;
• Customer unavailability;
• Customer being unreachable;
• Refusal to accept the shipment;
• Failure to make the Partial COD balance payment;
• Access restrictions;
• Repeated failed delivery attempts; or
• Another customer-related reason.

Once an RTO shipment reaches PINROBE's fulfillment centre, we may contact the customer to determine the next step.
Available options may include:

• Re-dispatch;
• Order cancellation;
• Refund, where applicable;
• Restriction of Partial COD; or
• Another reasonable resolution.

The outcome will depend on the payment method, reason for RTO, product status and applicable policies.

24. Re-Dispatch After Return to Origin

An RTO does not automatically entitle the customer to a refund.
Where an Order is returned because of a customer-related reason:

• The 10% Partial COD upfront amount will ordinarily remain non-refundable;
• Re-dispatch charges may apply;
• Optional express or scheduled-delivery charges will ordinarily not be refunded; and
• PINROBE may deduct or recover reasonable charges where permitted by the applicable policy and law.

Where a prepaid Order is not re-dispatched, PINROBE will communicate the applicable refund outcome after receiving and verifying the returned shipment.
Where non-delivery resulted from an error attributable to PINROBE or the Delivery Partner and the customer reasonably cooperated, PINROBE will provide an appropriate resolution, which may include re-delivery or refund.

25. Cancellation or Refund Following RTO

An RTO does not automatically entitle the customer to a refund.
Where an Order is returned because of a customer-related reason:

• The 10% Partial COD upfront amount will ordinarily remain non-refundable;
• Re-dispatch charges may apply;
• Optional express or scheduled-delivery charges will ordinarily not be refunded; and
• PINROBE may deduct or recover reasonable charges where permitted by the applicable policy and law.

Where a prepaid Order is not re-dispatched, PINROBE will communicate the applicable refund outcome after receiving and verifying the returned shipment.
Where non-delivery resulted from an error attributable to PINROBE or the Delivery Partner and the customer reasonably cooperated, PINROBE will provide an appropriate resolution, which may include re-delivery or refund.

26. Damaged or Tampered Parcel

Customers should inspect the external packaging before accepting delivery wherever reasonably possible.
If a parcel appears:

• Torn;
• Opened;
• Crushed;
• Resealed;
• Wet;
• Materially damaged; or
• Otherwise tampered with,

the customer should:

1. Photograph or record the parcel before opening it;
2. Preserve the shipping label and packaging;
3. Note the condition with the delivery executive where possible; and
4. Contact PINROBE within 48 hours of delivery.

The customer may refuse a visibly and materially tampered parcel where appropriate, but should promptly inform PINROBE.
PINROBE may request:

• Photographs;
• Video;
• Shipping-label details;
• Delivery information; and
• An unboxing video where available.

Verified damaged, defective, incorrect or missing-Product claims will be handled under the Return & Exchange Policy.

27. Product Damaged During Transit

Where the outer parcel appears intact but the Product is damaged, the customer must report the issue within 48 hours of delivery.
The customer should retain:

• Product;
• Product tags;
• Protective packaging;
• Outer packaging;
• Shipping label; and
• Any available photographs or video.

PINROBE will review the evidence and may coordinate with the Delivery Partner.
Where the claim is verified, an appropriate resolution may include:

• Replacement;
• Exchange;
• Refund; or
• Another remedy permitted under the Return & Exchange Policy and applicable law.

28. Incorrect or Missing Product

If an Order contains:

• An incorrect Product;
• An incorrect size;
• An incorrect colour or variant;
• Fewer Products than ordered; or
• A Product materially different from the confirmed Order,

the customer must contact PINROBE within 48 hours of delivery.
The customer may be asked to provide:

• Order ID;
• Photographs of the Products received;
• Photographs of the outer and inner packaging;
• Shipping-label photograph;
• Tags and labels; and
• Unboxing video, where available or reasonably required.

Once verified, PINROBE will arrange an appropriate resolution without charging the customer standard exchange shipping.

29. Order Marked Delivered but Not Received

If tracking shows that an Order has been delivered but the customer has not received it, the customer should first:

• Check with household members;
• Check with neighbours;
• Check with building security;
• Check with reception or front desk;
• Check any safe location around the premises; and
• Verify whether another authorised person accepted the shipment.

Customers should allow up to 48 hours where the courier status may have been updated before physical handover or where internal delivery reconciliation is pending.

If the Order is still missing, the customer should contact PINROBE promptly with:

• Order ID;
• Tracking number;
• Delivery address;
• Registered contact details; and
• Any relevant communication with the Delivery Partner.

PINROBE will raise an investigation with the Delivery Partner. The investigation may require delivery scans, GPS information, delivery-agent confirmation, proof of delivery or other available evidence. If non-delivery is substantiated, PINROBE will provide an appropriate resolution, which may include re-delivery, replacement or refund.

30. Lost Shipment

A shipment may be treated as potentially lost where:

• Tracking shows no meaningful movement for an extended period;
• The Delivery Partner confirms that the shipment cannot be located;
• The expected delivery period has been materially exceeded; or
• PINROBE and the Delivery Partner conclude after investigation that delivery is unlikely.

PINROBE will coordinate the investigation and keep the customer reasonably informed.
If the shipment is confirmed lost, PINROBE will ordinarily offer:

• Replacement, subject to availability; or
• Refund of the amount paid for the affected Product.

31. Delayed Shipment

A delivery is considered delayed where it materially exceeds the ordinary estimated timeline.
Customers should contact PINROBE where:

• Tracking has not updated for several days;
• The shipment repeatedly moves between facilities;
• Delivery attempts are incorrectly recorded;
• The expected delivery date has passed materially; or
• The Delivery Partner is unresponsive.

PINROBE will make reasonable efforts to:

• Contact the Delivery Partner;
• Request updated delivery information;
• Escalate the shipment;
• Arrange delivery where possible; or
• Provide another appropriate resolution if the shipment is confirmed lost or undeliverable.

A delay alone does not ordinarily create an automatic right to compensation or cancellation after dispatch, but mandatory consumer rights remain unaffected.

32. Delivery Partner Conduct

Customers should not be required to:

• Share an OTP unrelated to legitimate delivery confirmation;
• Share a UPI PIN or card PIN;
• Pay an amount different from the confirmed Partial COD balance;
• Accept a visibly incorrect shipment;
• Travel an unreasonable distance to collect a doorstep-delivery Order; or
• Tolerate abusive or inappropriate conduct.

Any serious concern involving a delivery executive should be reported to PINROBE with:

• Order ID;
• Date and approximate time;
• Courier or delivery details;
• Description of the incident; and
• Supporting screenshots or evidence, where available.

PINROBE will escalate the concern to the relevant Delivery Partner.

33. Delivery to an Authorised Recipient

Delivery may be made to another person at the address where that person reasonably appears authorised to accept the shipment, including:

• Household member;
• Family member;
• Receptionist;
• Building security;
• Office colleague;
• Domestic employee; or
• Another person authorised by the customer.

Where a customer provides specific instructions permitting delivery to such a person, delivery to that person will ordinarily be treated as successful delivery. Customers should ensure that authorised recipients understand any Partial COD payment requirement.

34. Multiple Orders and Split Shipments

PINROBE may:

• Combine multiple Orders going to the same address; or
• Split a single Order into multiple shipments.

This may occur because of:

• Product availability;
• Packaging requirements;
• Warehouse processing;
• Pre-Order timelines;
• Shipment size; or
• Delivery optimization.

Where an Order is split, separate tracking details may be provided. No additional standard shipping charge will ordinarily be imposed solely because PINROBE splits an Order.

35. Packaging and Quality Inspection

Every Product undergoes a final quality inspection before packaging and dispatch. PINROBE aims to package Orders securely using appropriate protective materials.
Packaging may vary depending on:

• Product type;
• Product dimensions;
• Number of Products;
• Surface detailing;
• Material sensitivity; and
• Delivery requirements.

Customers should avoid discarding the packaging until they have: verified the Order, checked the Product, confirmed that no damage or incorrect fulfillment issue exists, and completed any required evidence collection.

36. Events Beyond Our Control

PINROBE will not be responsible for delay or failure caused by events beyond its reasonable control, including:

• Floods;
• Earthquakes;
• Cyclones;
• Extreme weather;
• Fire;
• Epidemics or pandemics;
• War;
• Civil unrest;
• Terrorism;
• Government restrictions;
• Curfews;
• Transport blockades;
• Strikes;
• Public emergencies;
• Cyber incidents;
• Payment-network failures;
• Major courier disruptions;
• Airline or road closures; or
• Supplier and logistics interruptions.

Where such an event affects an Order, PINROBE will make reasonable efforts to:

• Inform affected customers;
• Reduce delay;
• Resume processing or delivery;
• Provide an updated estimate; or
• Cancel and refund an Order where fulfillment becomes impossible or materially excessive.

37. Public Holidays and Peak Periods

Processing and delivery may take longer around:

• National holidays;
• Regional holidays;
• Festive periods;
• Public emergencies;
• Major Product launches;
• Promotional campaigns;
• High-demand sale periods; and
• Courier peak seasons.

PINROBE does not maintain a permanent annexure of every observed holiday because holiday dates and regional operations may change. Orders placed immediately before or during a holiday period will be processed on the next applicable Business Day.

38. Returns and Exchange Shipping

Return and exchange eligibility is governed by the separate Return & Exchange Policy.
For an approved exchange:

• PINROBE will ordinarily arrange standard reverse pickup;
• PINROBE will bear the standard reverse-pickup charge;
• PINROBE will bear the standard replacement-delivery charge; and
• Reverse pickup remains subject to serviceability.

Where reverse pickup is unavailable, the customer may be asked to self-ship the authorised Product under the reimbursement conditions stated in the Return & Exchange Policy. Customers must not independently return a Product without first receiving approval and instructions.

39. Shipping-Related Refunds

A shipping-related refund may apply where:

• PINROBE cancels an Order;
• The delivery location is not serviceable;
• The Product becomes unavailable;
• The shipment is confirmed lost;
• Non-delivery is verified;
• PINROBE cannot fulfill the Order;
• A Pre-Order qualifies for cancellation because of material delay;
• A verified damaged or incorrect Product cannot be replaced; or
• Applicable law requires a refund.

Refunds are processed in accordance with the Return & Exchange Policy. Optional shipping charges may remain non-refundable where the relevant optional service was already performed or where delivery failed for a customer-related reason.

40. Shipping Timeline Summary

All timelines are indicative and may vary where verification, courier investigation, remote serviceability or events beyond PINROBE's reasonable control apply.

41. Customer Support for Shipping & Delivery

For shipping, tracking or delivery assistance:

When contacting support, provide:

• Order ID;
• Registered name;
• Registered email or mobile number;
• Tracking number, where available;
• Description of the concern; and
• Supporting photographs or screenshots, where relevant.

42. Grievance Redressal

Customers who are dissatisfied with the handling of shipping, delivery or delivery-related concerns may submit a formal grievance to:

The grievance should include:

• Customer's full name;
• Order ID;
• Registered contact details;
• Product details;
• Nature of the complaint;
• Relevant photographs, videos or documents; and
• Previous correspondence, where applicable.

PINROBE will acknowledge a formal consumer grievance within 48 hours and endeavour to resolve it within one month, subject to the complexity of the matter and any courier or third-party investigation.
The Consumer Protection Act provides the statutory framework for protecting consumers, including in e-commerce, and the Department of Consumer Affairs publishes the applicable e-commerce rules under that framework.

43. Governing Law and Jurisdiction

This Policy is governed by the laws of India.
Subject to mandatory consumer rights and legally available forums, disputes arising from this Policy will be subject to the jurisdiction of the competent courts in New Delhi, India.
Nothing in this Policy prevents a customer from approaching an appropriate consumer commission, regulatory authority or other forum available under applicable law.

44. Changes to This Policy

PINROBE may update this Policy to reflect changes in:

• Delivery coverage;
• Delivery Partners;
• Shipping processes;
• Payment arrangements;
• Pre-Order operations;
• Business practices;
• Applicable law; or
• Consumer-protection requirements.

The updated Policy will be published on the Website with a revised "Last Updated" date.
Unless required by law, a material change will not retrospectively reduce a right or resolution applicable to an Order placed before the revised Policy took effect.

45. Contact Information

For assistance with a return, exchange, replacement or refund: