Shipping policy

Aniyor Marketplace

Shipping, Delivery & Fulfilment Policy

Effective Date: 01 May 2026
Last Updated: 12 Sep 2026

This Shipping, Delivery & Fulfilment Policy (“Policy”) governs shipping, order processing, dispatch, delivery, fulfilment, returns, carrier-related matters and related responsibilities for products and services sold through Aniyor Marketplace Pvt. Ltd. (“Aniyor”, “we”, “us” or “our”).

By listing or selling products on Aniyor, every Seller/Vendor (“Seller”, “you” or “your”) agrees to comply with this Policy, the applicable Seller Terms, Return & Refund Policy, and other applicable Aniyor policies.

1. Delivery Models

Aniyor supports two delivery models:

1.1 Aniyor Managed Delivery

Under Aniyor Managed Delivery, the Seller may request Aniyor to facilitate shipment through Aniyor’s logistics partners, which may include Shiprocket, Delhivery and other delivery partners.

The Seller is responsible for preparing, packing, labelling and handing over the order within the applicable processing time. Aniyor facilitates the logistics booking and delivery process through its appointed delivery partners.

1.2 Seller/Vendor Managed Delivery

Under Seller Managed Delivery, the Seller is responsible for arranging shipment through its own logistics or delivery partners.

The Seller is responsible for booking the shipment, preparing and printing the required shipping label, scheduling pickup, handing over the package to the carrier, tracking the shipment and managing delivery-related coordination.

The customer-facing shipping rate applicable to the order may still be determined by Aniyor's Shipping Settings.

2. Shipping Rates & Shipping Settings

Aniyor maintains standard customer-facing shipping rates based on factors including:

Origin and destination;
Shipping zone;
Product weight and dimensions;
Serviceability;
Delivery method;
Hyperlocal or standard delivery;
Applicable logistics partner rates; and
Other applicable shipping parameters.

The applicable customer-facing shipping rates are configured in the Shipping Settings and may be revised by Aniyor from time to time.

Sellers should refer to the shipping rates and configurations applicable to their products in the Seller Portal.

Applicable GST, taxes, surcharges or other charges may be added to shipping charges where applicable.

The shipping amount displayed to the customer at checkout shall be the applicable customer-facing shipping charge for the order.

3. Standard Processing & Dispatch Time

Unless a different processing time is specifically mentioned on the product listing, the standard Seller processing and dispatch time is:

24–48 hours from receipt of a confirmed order.

Within this applicable processing period, the Seller must:

Accept and process the order;
Prepare the product;
Pack the product appropriately;
Generate/print the applicable shipping label;
Book the shipment;
Schedule pickup where applicable; and
Hand over the package to the delivery partner.

Processing time refers to the time required by the Seller to prepare and hand over the order.

It is separate from the carrier's transit and delivery time.

4. Product-Specific Processing Time

If a product requires more than the standard 24–48 hour processing period, the Seller must clearly specify the applicable processing time on the product/listing page.

The processing time displayed to customers must accurately represent the Seller's expected preparation and dispatch timeline.

Examples include:

Made-to-order products;
Customised products;
Handmade products;
Pre-orders;
Products requiring special preparation;
Products sourced or prepared after receiving an order.

The Seller is responsible for meeting the processing time communicated to the customer.

5. Hyperlocal Delivery

Hyperlocal delivery may be available only in selected cities, locations and serviceable areas.

Hyperlocal shipping charges are based on applicable actual carrier/delivery-partner rates and may not follow Aniyor's standard Zone A–E shipping structure.

5.1 Hyperlocal Preparation Time

For products enabled for hyperlocal delivery, the Seller must select the applicable preparation time from the following options:

5 minutes
10 minutes
15 minutes
30 minutes
45 minutes
45+ minutes

The selected preparation time represents the time required by the Seller to prepare the order and make it ready for pickup/delivery.

It is not the delivery transit time.

The applicable preparation time should be displayed to the customer on the product/listing page and/or checkout where applicable.

The Seller must have the order ready within the selected preparation time.

6. Seller Responsibility for Dispatch & Handover

The Seller is responsible for ensuring that the order is ready for shipment within the applicable processing time.

For Aniyor Managed Delivery, the Seller must book the shipment/pickup through the applicable Seller Portal or Aniyor-provided logistics workflow.

For Seller Managed Delivery, the Seller must arrange shipment using its own logistics provider.

In both models, the Seller is responsible for timely handover of the package to the delivery partner.

A Seller's responsibility does not end merely when the shipping label is generated or a pickup is requested. The package must actually be handed over to the applicable delivery partner.

7. Seller Delays & Customer Communication

If a Seller anticipates or experiences a delay in processing, dispatch or handover, the Seller must promptly communicate the delay and provide an updated expected dispatch date.

This requirement applies to both:

Standard Delivery; and
Hyperlocal Delivery.

Where a delay attributable to the Seller results in additional shipping, return shipping, cancellation, refund, reversal, re-delivery or other directly attributable costs, the Seller may be responsible for such costs, subject to applicable law and Aniyor's applicable policies.

Failure to communicate a material delay may also affect the Seller's account standing and customer service performance.

8. Shipping Pool — Aniyor Managed Delivery

For Aniyor Managed Delivery, Aniyor may maintain a shipping contribution pool associated with product pricing to help absorb differences between customer-facing shipping charges and actual delivery partner costs.

The applicable shipping contribution may be incorporated into product pricing.

This mechanism is intended to help Aniyor manage normal variations between customer-facing shipping charges and actual logistics costs.

The Seller does not receive a separate reimbursement or credit for the shipping contribution unless expressly stated otherwise in the Seller Terms.

9. Aniyor Managed Delivery — Shipping Cost Waterfall

Where actual carrier cost exceeds the customer-facing shipping amount, the applicable shipping cost may be addressed through the following general waterfall:

Shipping contribution pool applicable to the order/product;
Aniyor contribution, where applicable, from its own commission, subject to Aniyor's applicable contribution limits; and
Customer shipping surcharge, where a residual amount remains after the above contributions.

Aniyor's contribution from its commission may generally be limited to up to 3% of the total order value, subject to the applicable commercial terms.

If a shipping deficit remains after applicable contributions, the residual amount may be charged to the customer as an additional shipping surcharge where permitted and applicable.

The final shipping amount displayed or communicated to the customer shall prevail for the applicable order.

10. Seller/Vendor Managed Delivery — Shipping Cost Responsibility

Where the Seller chooses or is required to use Seller Managed Delivery:

The Seller arranges the shipment;
The Seller selects and contracts with its logistics provider;
The Seller is responsible for shipment booking and pickup;
The Seller is responsible for tracking and delivery coordination; and
The Seller bears any excess shipping cost over the applicable customer-facing shipping amount.

Any difference between the actual shipping cost incurred by the Seller and the customer-facing shipping amount is not automatically recoverable from Aniyor or the customer.

11. Free Shipping

Free shipping may be offered on eligible orders with a purchase value above ₹2,000.

Free shipping is applicable only to Zones A–D.

Free shipping does not apply where:

The delivery destination is in Zone E; or
The Seller/origin location is in Zone E.

The applicable free-shipping eligibility shown at checkout shall prevail.

Aniyor may modify free-shipping thresholds, eligibility, zones or promotional conditions from time to time.

12. Shipping Zones

Aniyor may classify locations into shipping zones based on factors including distance, logistics costs, serviceability and delivery-partner coverage.

The zones may broadly include:

Zone A: Local/nearby serviceable locations
Zone B: Regional locations
Zone C: Extended regional locations
Zone D: National serviceable locations
Zone E: Remote, difficult-to-service, hilly, far Northeast or other high-cost locations

Zone classifications may be revised by Aniyor or its logistics partners.

The shipping zone applicable at the time of checkout shall prevail.

13. Multiple-Seller Orders

Where an order contains products from multiple Sellers, products may be shipped separately.

Customers may therefore receive:

Multiple packages;
Different tracking numbers;
Different delivery dates; and/or
Separate shipments from different locations.

Shipping charges may be calculated separately or collectively depending on Aniyor's applicable shipping configuration.

14. Packaging & Shipping Labels

Sellers are responsible for ensuring that products are:

Properly packed;
Adequately protected against normal handling and transit conditions;
Appropriately sealed;
Correctly labelled;
Accompanied by required documentation; and
Compliant with applicable carrier requirements.

The Seller must ensure that the shipping label and shipment information are accurate.

For fragile, liquid, food, breakable, high-value or otherwise sensitive products, the Seller must use appropriate protective packaging.

Seller-caused damage arising from inadequate or improper packaging may remain the Seller's responsibility.

15. Seller Compliance, Licences & Certifications

The Seller is solely responsible for obtaining and maintaining all licences, registrations, approvals, certifications, permits and regulatory authorisations required to manufacture, sell, store, advertise, transport, export or otherwise supply its products or services.

This may include, where applicable:

GST registration;
FSSAI registration/licence;
Legal Metrology requirements;
Product-specific certifications;
Trade licences;
Import/export registrations;
Safety certifications;
Product approvals; and
Other applicable regulatory requirements.

Aniyor does not represent or guarantee that a Seller's product is legally compliant.

Aniyor may request supporting documentation and may suspend, restrict or remove a listing where required documentation is unavailable, inaccurate, expired or otherwise unsatisfactory.

16. Product Information & Labelling

The Seller is responsible for ensuring that all product information provided on Aniyor is accurate and not misleading.

Where applicable, product packaging and/or labels must contain all legally required information.

The Seller must ensure consistency between:

Product listing;
Product packaging;
Invoice;
Shipping documentation; and
Regulatory declarations.

The Seller is responsible for any consequences arising from inaccurate, incomplete or misleading product information.

17. Food, Edible & Consumable Products

For food, edible, prasadam and other consumable products, the Seller must clearly provide applicable product information.

Where applicable, the Seller must mention:

Manufacturing date;
Expiry date;
Best-before date;
Shelf life;
Batch/Lot number;
Storage conditions;
Ingredients;
Applicable licence/registration details;
Allergen information;
Net quantity; and
Other legally required declarations.

Minimum Freshness Guarantee

The Seller must provide a Minimum Freshness Guarantee at the Time of Delivery through the Seller Portal.

The minimum remaining shelf life/freshness commitment provided by the Seller must not be less than 30% of the stated shelf life, unless a higher requirement applies under law.

For example, if a product has a total shelf life of 100 days, the Seller must ensure at least 30 days of remaining shelf life at the time of delivery.

The Seller is responsible for meeting the freshness commitment displayed to the customer.

Where applicable law prescribes a higher standard, the higher legal requirement shall prevail.

18. Warranty, Guarantee & After-Sales Commitments

Any warranty, guarantee, replacement commitment, service commitment or other after-sales promise made by the Seller must be clearly disclosed on the product listing.

Where applicable, the Seller should also provide the relevant warranty/guarantee information with the product.

The Seller is responsible for honouring any warranty, guarantee or after-sales commitment represented by the Seller.

Any applicable exclusions, limitations, validity periods, registration requirements or conditions should be clearly disclosed.

19. Returns & Return Shipping

Returns shall be governed by Aniyor's applicable Return & Refund Policy and the individual product's stated return conditions, subject to applicable law.

Where a return arises due to a Seller-related issue, including:

Wrong product;
Incorrect quantity;
Product materially different from listing;
Defective product;
Seller-caused damage;
Inadequate packaging; or
Other Seller-attributable fulfilment failures,

the Seller may be responsible for applicable return shipping and related costs.

Where permitted, certain products may be marked as non-returnable due to their nature, hygiene considerations, perishability, customisation or other legitimate reasons.

Nothing in this Policy excludes any mandatory consumer rights applicable under law.

20. RTO, NDR, Lost, Damaged & Other Carrier-Related Shipments

Return to Origin (“RTO”), Non-Delivery Report (“NDR”), lost shipments, damaged shipments, delivery exceptions and other carrier-related incidents shall be handled in accordance with the applicable terms, procedures and claim policies of the relevant delivery partner, including partners such as Shiprocket, Delhivery or other appointed carriers.

Where the Seller has properly handed over the package to the delivery partner:

The applicable carrier terms and claim process shall govern the carrier incident;
Aniyor may assist the Seller/customer in raising or following up the issue; and
Aniyor does not guarantee the outcome of any carrier or insurance claim.

Aniyor's responsibility does not extend to assuming liability for a carrier incident merely because Aniyor facilitated the shipment.

However, this does not limit any responsibility arising from Aniyor's own proven acts or omissions where applicable under law.

21. Mandatory 48-Hour Reporting of Delivery Partner Issues

The Seller must report any material delivery-partner issue to Aniyor within 48 hours of becoming aware of, or being notified of, the issue.

This includes:

Lost shipment;
Damage;
RTO;
NDR;
Pickup failure;
Incorrect delivery status;
Delivery exception;
Missing package;
Tampering; or
Other material logistics failure.

The Seller must provide all documents and evidence reasonably required to investigate or raise a claim, including where applicable:

Order details;
Tracking information;
Invoice;
Product value;
Packaging photographs;
Product photographs;
Handover information;
Carrier communications; and
Other supporting evidence.

Failure to report an issue within the applicable timeframe may affect Aniyor's ability to raise or successfully pursue a carrier or insurance claim.

22. Seller-Caused RTO, NDR & Delivery Exceptions

Where an RTO, NDR, failed delivery or other delivery exception is caused or materially contributed to by the Seller, the Seller may be responsible for the resulting costs.

This may include:

Return shipping;
Re-delivery;
Additional shipping;
Cancellation;
Refund/reversal;
Carrier charges; and
Other directly attributable costs,

subject to applicable law and Aniyor's applicable policies.

Examples include incorrect address information provided by the Seller, incorrect package information, failure to hand over the shipment on time, inadequate packaging or other Seller-attributable failures.

23. Shipment Insurance / Additional Protection

For eligible shipments with a value above ₹2,000 and up to ₹50,000, additional shipment insurance/protection may be available at:

3% of the applicable insured value or ₹100, whichever is higher.

For products or shipments valued above ₹50,000, custom insurance/protection charges may apply.

Insurance/protection is subject to:

Applicable carrier/insurer terms;
Product eligibility;
Packaging requirements;
Documentation requirements;
Claim timelines;
Exclusions and limitations; and
Applicable valuation rules.

The Seller must provide accurate product value, invoice and other information required for the claim.

Payment of an insurance/protection charge does not guarantee claim settlement.

Aniyor may assist with the claim process but does not guarantee acceptance or payment of a claim by the carrier or insurer.

24. Tracking Information

Where tracking is available, the applicable tracking information may be made available to the Seller and/or customer through Aniyor, the delivery partner or other applicable systems.

The Seller is responsible for ensuring that the shipment is correctly booked and associated with the correct order.

The Seller should monitor shipment status and promptly address material tracking exceptions.

Tracking information may be subject to delays or inaccuracies caused by the delivery partner.

25. Shipping Restrictions & Serviceability

Certain products, destinations or delivery methods may be restricted due to:

Carrier limitations;
Product characteristics;
Applicable law;
Regulatory restrictions;
Customs requirements;
Dangerous/restricted goods rules;
Geographic limitations;
Remote-area restrictions; or
Other serviceability considerations.

The Seller must not list or ship products to destinations where the Seller is legally or practically unable to fulfil the order.

Aniyor may restrict or disable shipping to particular locations or for particular products based on carrier serviceability, legal requirements or operational considerations.

INTERNATIONAL SHIPPING

26. International Shipping

International shipping may be available for selected Sellers, products and destinations.

International fulfilment is subject to:

Product eligibility;
Seller capability;
Destination-country requirements;
Export requirements;
Import requirements;
Customs restrictions;
Carrier serviceability;
Applicable laws and regulations; and
Availability of an appropriate delivery partner.

Aniyor does not guarantee international shipping availability for every product, Seller or destination.

27. International Shipping Rates

International shipping rates shall be determined based on the applicable rates of Aniyor's delivery/logistics partners.

International shipping charges may vary based on:

Origin country/location;
Destination country/location;
Product weight;
Volumetric weight;
Dimensions;
Product category;
Delivery service;
Customs requirements;
Fuel surcharges;
Remote-area charges;
Handling charges;
Duties/taxes where applicable; and
Other carrier charges.

The applicable international shipping amount displayed at checkout shall prevail for the relevant order.

28. Merchant of Record — International & Domestic Sales

The Seller shall be the Merchant of Record for the sale of the product.

The Seller is therefore responsible for the sale of its products to the customer, including all applicable commercial, tax, regulatory, product, invoicing, export and import responsibilities applicable to the Seller.

This responsibility applies to both domestic and international transactions, as applicable.

Aniyor acts as a marketplace/platform facilitator and does not assume the Seller's responsibilities as Merchant of Record.

The Seller must ensure that it has the legal authority and necessary registrations to sell and ship the relevant products.

29. International Customs, Duties, Taxes & Import Charges

Unless expressly stated otherwise at checkout or in the applicable transaction terms, the customer/importer may be responsible for:

Import duties;
Customs duties;
Import taxes;
Local taxes;
Customs clearance charges;
Brokerage charges;
Handling charges; and
Other destination-country charges.

The Seller remains responsible for providing accurate shipment information and documentation.

If additional costs, penalties, delays, seizure, rejection or return arise because of incorrect, incomplete or misleading Seller-provided information or documentation, the Seller may be responsible for the resulting costs and consequences.

30. International Shipping Documentation

The Seller is solely responsible for preparing and providing all documentation required for international shipment.

This may include, where applicable:

Commercial invoice;
Packing list;
Export documentation;
Customs declarations;
HS/HSN/customs classification;
Product description;
Country of origin;
Declared value;
Export permits;
Product certificates;
Regulatory documents;
Licences;
Tax documentation; and
Other documents required by the origin country, destination country, carrier, customs authority or insurer.

All documentation must be accurate, complete and consistent with the actual product and transaction.

Aniyor may assist operationally where possible but does not assume responsibility for the Seller's documentation or regulatory obligations.

31. International Delivery Timelines

International delivery timelines are estimates only.

Delivery may be affected by:

Customs clearance;
Import inspection;
Documentation issues;
Payment of duties/taxes;
Government restrictions;
Carrier delays;
Weather;
Natural disasters;
Public holidays;
Local delivery conditions;
Customs backlogs; and
Other circumstances outside Aniyor's reasonable control.

No international delivery date should be considered guaranteed unless expressly confirmed otherwise.

32. International Lost, Damaged & Delayed Shipments

International lost, damaged, delayed or returned shipments shall generally be governed by the applicable carrier and/or insurer terms.

Where the Seller has properly handed over the shipment and provided the required documentation, Aniyor may assist with raising or following up the relevant carrier claim.

However, Aniyor does not guarantee carrier claim settlement or assume liability for carrier-related incidents solely because it facilitated the shipment.

The Seller remains responsible for issues arising from inaccurate documentation, prohibited/restricted products, inadequate packaging, incorrect declaration, incorrect product value or other Seller-attributable causes.

33. Seller Responsibility for Product & Order Fulfilment

The Seller is ultimately responsible for:

Product quality;
Product authenticity;
Product legality;
Product description;
Product availability;
Inventory accuracy;
Pricing;
Packaging;
Labelling;
Processing time;
Dispatch;
Shipment handover;
Required licences;
Certifications;
Domestic compliance;
International compliance where applicable;
Customs documentation;
Warranty/guarantee commitments;
Customer communication relating to fulfilment; and
Compliance with Aniyor policies.

Aniyor may provide the platform, marketplace infrastructure, payment facilitation and logistics coordination, but these services do not transfer the Seller's underlying product or fulfilment responsibilities to Aniyor.

34. Aniyor's Role

Aniyor operates as a marketplace and technology platform connecting customers with independent Sellers.

Depending on the applicable delivery model, Aniyor may:

Provide marketplace infrastructure;
Facilitate orders;
Facilitate payment collection;
Facilitate logistics booking;
Provide access to delivery partners;
Provide tracking information;
Assist with carrier issue escalation;
Provide customer support channels; and
Facilitate communication between customers and Sellers.

Where Aniyor Managed Delivery is used, Aniyor may facilitate delivery through third-party logistics providers.

The actual transportation of the package is performed by the applicable delivery partner.

Aniyor is not the Merchant of Record for products sold by Sellers.

35. Communication & Cooperation

Sellers are expected to respond promptly to communications relating to:

Orders;
Dispatch;
Delivery;
Tracking;
Delays;
RTO/NDR;
Customs;
Documentation;
Product issues;
Returns;
Refunds;
Warranty claims; and
Other fulfilment-related matters.

The Seller must cooperate with Aniyor in resolving customer and logistics issues and provide information reasonably required to investigate or resolve an issue.

36. Changes to Shipping Rates, Logistics & Policy

Aniyor may modify:

Shipping rates;
Shipping zones;
Free-shipping thresholds;
Delivery partners;
Delivery models;
Insurance/protection charges;
Hyperlocal availability;
Processing requirements;
Shipping procedures; and
This Policy

from time to time.

Changes may be made to reflect carrier pricing, operational requirements, regulatory changes, serviceability, technology changes or other business requirements.

The latest version of this Policy published by Aniyor shall apply to orders placed after the applicable effective date, unless otherwise stated.

37. Acceptance of this Policy

By registering as a Seller, listing a product, accepting an order or using Aniyor's Seller Portal, the Seller acknowledges that it has read, understood and agreed to comply with this Shipping, Delivery & Fulfilment Policy.

The Seller remains responsible for complying with all applicable laws and regulations in addition to this Policy.

Where any provision of this Policy conflicts with a mandatory requirement of applicable law, the mandatory legal requirement shall prevail to the extent of that conflict.

Aniyor Marketplace Pvt. Ltd. reserves the right to take appropriate action, including withholding fulfilment privileges, restricting listings, suspending shipping access or suspending a Seller account, where a Seller materially fails to comply with this Policy or applicable law.