Shipping, Return & Cancellation Policy

ECSHA Marketplace  |  www.ecsha.com

This Shipping, Return & Cancellation Policy (this “Policy”) applies to purchases made on the online marketplace operated by ECSHA at www.ecsha.com (the “Platform”). It forms part of, and must be read together with, the Company’s Terms of Use and Privacy Policy. ECSHA is a multi-vendor marketplace that facilitates the trade across a broad range of products, including agricultural inputs, farm accessories, and consumable food products between independent third-party sellers (“Vendors”) and buyers (“You” or the “Buyer”). Shipping, returns, replacements and refunds are fulfilled by the Vendor and facilitated by ECSHA in accordance with this Policy. By placing an order on the Platform, You agree to this Policy.

1.Shipping and Delivery

1.1. Serviceable areas. ECSHA currently ships within India only and does not accept or fulfil international orders. Delivery is subject to the destination PIN code being serviceable by our logistics partners. If Your address falls within a ‘non-delivery zone’ and payment has been received, You will be eligible for a refund.

1.2. Logistics partners. Orders are delivered through third-party logistics service providers and courier aggregators engaged by the Company or the Vendor. Products are not typically shipped on Sundays and public holidays.

1.3. Timelines and charges. The approximate delivery date and any applicable shipping charges will be displayed on the Platform at the time of checkout or notified after completion of payment. Delivery timelines are indicative and may be affected by product availability, location serviceability, and factors such as traffic, weather, political disruption and other unforeseen circumstances. Where there is a delay, You will be notified via phone call, SMS, email or other electronic channels.

1.4. Correct address; failed delivery. Please ensure that Your billing and shipping details (street, city, state and PIN code) are correct; the Company is not liable for packages sent to an incorrect address on account of incorrect information provided by You. Our delivery partner will attempt delivery on a maximum of three (3) occasions. Any delay in delivery not attributable to You entitles You to cancel the order and receive a refund to Your original payment method, where applicable.

1.5. Risk and title. All items are sold on a shipment-contract basis; risk of loss and title pass to You upon delivery of the item to You. You may be required to show valid proof of identity to collect the Products.

2.Order Cancellation

2.1.  Before dispatch. For standard in-stock Products, You may cancel Your order for a 100% refund at any time before the shipping manifest / waybill is generated by the Vendor. To cancel, please use the cancellation option on the Platform or email admin@ecsha.com with Your ECSHA Order ID and reason.

2.2.  After dispatch. Once a shipping label is generated and the package is handed to the courier aggregator, the order cannot be cancelled. Post-dispatch issues are dealt with under the Returns and Replacements section below.

3.Returns and Replacements

Because of the risk of product tampering, perishability, food-safety requirements and high transit costs, standard change-of-mind returns are not accepted across the main categories. Returns and replacements are governed strictly by product type, as set out in the matrix below:

3.1.  The replacement window for each category runs from the time of delivery and is stated in the matrix above. A claim must be raised within the applicable window, failing which it will not be entertained (except in cases of non-delivery or delay in delivery, for which the maximum time to raise a request is 30 days from the date of payment).

4.Mandatory Unboxing-Video Protocol (Anti-Fraud Gate)

4.1.  To claim a replacement or refund for a damaged, contaminated or short-shipped item, You must record a continuous, unedited video of the parcel being opened. The video must clearly show: (a) the shipping label, specifically the tracking number and the ECSHA Order ID; (b) the condition of the outer box before opening; and (c) the actual unboxing and a close-up of the damaged items (for example, cloudy or infected agar media, torn fertilizer bags or broken glassware).

4.2.  The video and photographs must be uploaded to the ECSHA dispute portal within the timeline specified in the matrix above (for example, within 24 hours for live tissue cultures). Claims submitted without a valid, unedited unboxing video will be automatically rejected.

5.Circumstances in Which Refunds or Replacements Are Permitted

5.1.  Subject to the matrix and the unboxing-video protocol above, a refund or replacement may be permitted where: (a) there is non-delivery of the Product due to an act or omission of the Company, the Vendor or the delivery agent; (b) there is unreasonable delay in delivery without prior intimation to You; (c) Your address falls within a non-delivery zone and payment has been received; or (d) the Product is delivered with tampered or damaged packaging, or with incorrect or expired contents, supported by the required proof.

6.Exclusions (Non-Returnable / Non-Refundable)

6.1.  No return, replacement or refund will be processed: (a) for change of mind; (b) for any immaterial variation in packaging, color, design, appearance, quantity or size from what is displayed on the Platform; (c) where offers, vouchers, discount coupons or loyalty points have expired or are not applicable; (d) where the mandatory unboxing-video protocol has not been complied with; or (e) where the claim is made after the applicable window.

7.Refund Method, Settlement and Timelines

7.1.  Replacement first. Where a dispute is approved, the Vendor is first given 48 (forty-eight) hours to ship a replacement batch to You at the Vendor’s own shipping expense.

7.2.   Refund if replacement is not possible. If a replacement is not possible (for example, the item is out of stock), a refund is initiated. The refund amount is deducted from the Vendor’s pending balance and returned to Your original payment method, net of applicable third-party payment-gateway charges.

7.3.  Timeline. Approved refunds are ordinarily processed within 30 (thirty) days of approval of the request or of receipt of the returned Product, as applicable. The time for the amount to reflect in Your account may additionally depend on Your bank or payment provider.

8.Raising a Dispute

8.1.  To raise a dispute, submit Your ECSHA Order ID, a description of the issue, the mandatory unboxing video (where a damage, contamination or short-shipment claim is made) and any supporting photographs by email to admin@ecsha.com, within the applicable window. ECSHA will review the claim and communicate its decision. Disputes concerning the Product are between You and the Vendor; ECSHA facilitates resolution but is not the seller of the Product.

9.Your Statutory Rights

9.1.  This Policy is published in accordance with the disclosure requirements applicable to e-commerce entities under the Consumer Protection (E-Commerce) Rules, 2020. Nothing in this Policy limits or excludes any right or remedy available to You that cannot be excluded under the Consumer Protection Act, 2019 or other Applicable Law.

10.Contact and Grievance Redressal

10.1.For any query or grievance in relation to shipping, cancellation, returns or refunds, please contact our Grievance Officer, who will acknowledge Your complaint within 48 (forty-eight) hours and endeavour to resolve it within the period prescribed under Applicable Law:

             Grievance Officer: Evangeline Shobia

             Email: admin@ecsha.com

             Address: 10/24, Thengamputhur Main Road, Thengamputhur – 629602, Kanyakumari District, Tamil Nadu, India