SHIPPING & CANCELLATION POLICY RONGJENG WELFARE FOUNDATION ═══════════════════════════════════════════════════════════════════════════════ Last Updated: October 11, 2025 Effective Date: October 11, 2025 ═══════════════════════════════════════════════════════════════════════════════ ** IMPORTANT NOTICE ** This policy outlines our shipping procedures, delivery timelines, cancellation terms, and refund policies. Please read this information carefully before placing any orders with us. ═══════════════════════════════════════════════════════════════════════════════ ORGANIZATION DETAILS: Name: Rongjeng Welfare Foundation Shipping Address: c/o: Lumkshaid, Block 4 Lower Mawprem, Shillong 793002 Meghalaya, India Contact Information: Phone: +91 9401732209 Email: rongjeng@shilong.com Website: rwf.shillong.com ═══════════════════════════════════════════════════════════════════════════════ 1. SHIPPING POLICY 1.1 Shipping Coverage We provide shipping services for both domestic and international orders: DOMESTIC SHIPPING (Within India): • Orders shipped through registered domestic courier companies • Speed post services available as alternative shipping method • Coverage across all Indian states and union territories • Tracking information provided for all shipments INTERNATIONAL SHIPPING: • Orders shipped through registered international courier companies • International speed post services available • Coverage to most countries worldwide • Customs documentation provided as required • Additional customs duties may apply (buyer's responsibility) 1.2 Processing Time • Order processing time: 0-7 business days from payment confirmation • Processing may vary based on product availability and customization requirements • Bulk orders may require extended processing time (communicated separately) • Orders are processed in sequence of payment confirmation 1.3 Shipping Timeline DOMESTIC DELIVERY: • Metro cities: 3-5 business days after dispatch • Tier-2 cities: 5-7 business days after dispatch • Rural areas: 7-10 business days after dispatch • Remote locations: 10-15 business days after dispatch INTERNATIONAL DELIVERY: • Major countries (USA, UK, Canada, Australia): 7-15 business days • European countries: 10-20 business days • Asian countries: 5-12 business days • Other regions: 15-25 business days • Remote locations may take longer ** NOTE: Delivery times are estimates and may vary due to courier company policies, customs clearance, local conditions, or unforeseen circumstances. ─────────────────────────────────────────────────────────────────────────────── 2. DELIVERY TERMS AND CONDITIONS 2.1 Delivery Address • All orders will be delivered to the address provided by the buyer • Address changes after order confirmation may not be possible • Ensure complete and accurate delivery address including PIN code • Recipient contact number is mandatory for successful delivery 2.2 Delivery Confirmation • Delivery confirmation will be sent to your registered email address • SMS notifications provided for Indian mobile numbers • Tracking details shared via email after dispatch • Signature required for delivery confirmation 2.3 Failed Delivery Attempts • Courier companies typically make 2-3 delivery attempts • If delivery fails, package may be returned to our facility • Return shipping charges may apply for redelivery • Unclaimed packages returned after 15 days at sender's location ─────────────────────────────────────────────────────────────────────────────── 3. SHIPPING CHARGES 3.1 Domestic Shipping Charges • Free shipping on orders above ₹500 (within India) • Standard shipping: ₹50-150 depending on location and weight • Express shipping: ₹100-250 for faster delivery • Cash on Delivery (COD): Additional ₹50 charges apply 3.2 International Shipping Charges • Calculated based on destination country, weight, and dimensions • Starting from ₹500 for documents/lightweight items • Bulk orders: Shipping charges calculated separately • Express international shipping available at additional cost 3.3 Special Handling • Fragile items: Additional packaging charges may apply • Oversized items: Special handling charges as applicable • Insurance coverage available at extra cost • Signature confirmation available on request ─────────────────────────────────────────────────────────────────────────────── 4. CANCELLATION POLICY 4.1 Order Cancellation by Customer BEFORE SHIPPING: • Orders can be cancelled within 24 hours of confirmation • Full refund provided if payment already processed • No cancellation charges for orders cancelled within 24 hours • Cancellation requests must be submitted via email or phone AFTER SHIPPING: • Orders cannot be cancelled once shipped • Return policy applies for shipped orders • Customer responsible for return shipping charges • Refund processed after item inspection upon return 4.2 Order Cancellation by Rongjeng Welfare Foundation We may cancel orders in the following situations: • Product unavailability due to unforeseen circumstances • Inability to verify payment or delivery address • Technical errors in pricing or product information • Suspected fraudulent transactions • Force majeure events affecting operations In case of cancellation by us: • Full refund processed within 5-7 business days • Email notification sent explaining reason for cancellation • No cancellation charges applied to customer • Alternative product suggestions provided when possible ─────────────────────────────────────────────────────────────────────────────── 5. RETURN AND REFUND POLICY 5.1 Return Eligibility Items can be returned within 15 days of delivery if: • Product received is damaged or defective • Wrong item delivered due to our error • Product significantly different from description • Quality issues affecting product functionality ITEMS NOT ELIGIBLE FOR RETURN: • Customized or personalized products • Digital products or services • Products used or damaged by customer • Hygiene-related items for health reasons 5.2 Return Process To initiate a return: 1. Contact us within 15 days of delivery 2. Provide order number and reason for return 3. Send photographs if claiming damage/defect 4. Await return authorization and instructions 5. Pack item securely with original packaging 6. Ship via courier with tracking information 5.3 Refund Timeline • Refund processing: 5-7 business days after item inspection • Bank transfer refunds: 3-5 business days • Credit card refunds: 5-10 business days • UPI/Wallet refunds: 1-3 business days • Cash on delivery refunds: Bank transfer only ─────────────────────────────────────────────────────────────────────────────── 6. LIABILITY AND DISCLAIMERS 6.1 Shipping Liability • We guarantee handover to courier/postal authorities within specified timeframe • Not liable for delays caused by courier companies or postal services • Not responsible for delays due to customs clearance (international orders) • Natural disasters, strikes, and unforeseen events may affect delivery 6.2 Damage and Loss • Report damaged packages immediately upon delivery • Lost packages will be investigated with courier company • Insurance claims processed as per courier company policies • Replacement or refund provided for confirmed losses 6.3 International Shipping Disclaimers • Customer responsible for import duties and taxes • Customs regulations vary by country • Some products may be restricted in certain countries • Delivery times may vary due to customs processing ─────────────────────────────────────────────────────────────────────────────── 7. FORCE MAJEURE We shall not be liable for any failure or delay in performance under this policy which is due to: • Natural disasters (earthquakes, floods, cyclones) • Government actions or regulations • War, terrorism, or civil unrest • Labor strikes or transportation disruptions • Pandemic or health emergencies • Any other circumstances beyond our reasonable control During such events, we will make reasonable efforts to minimize disruption and communicate updates to affected customers. ─────────────────────────────────────────────────────────────────────────────── 8. CUSTOMER SUPPORT For shipping, delivery, cancellation, or return related queries: CONTACT METHODS: Phone: +91 9401732209 (Monday to Saturday, 10:00 AM - 6:00 PM IST) Email: rongjeng@shilong.com Website: rwf.shillong.com RESPONSE TIME: • Phone queries: Immediate assistance during business hours • Email queries: Response within 24-48 hours • Complex issues: May require 3-5 business days for resolution REQUIRED INFORMATION: When contacting support, please provide: • Order number • Contact details used for order • Nature of inquiry or issue • Relevant photographs (for damage claims) ─────────────────────────────────────────────────────────────────────────────── 9. POLICY UPDATES This shipping and cancellation policy may be updated from time to time to reflect changes in our operations, legal requirements, or service improvements. Updates will be posted on our website with revised effective dates. Continued use of our services after policy updates constitutes acceptance of the modified terms. ─────────────────────────────────────────────────────────────────────────────── 10. GOVERNING LAW This policy is governed by the laws of India. Any disputes arising from shipping, delivery, cancellation, or refund matters shall be subject to the jurisdiction of courts in Meghalaya, India. ═══════════════════════════════════════════════════════════════════════════════ ADDITIONAL NOTES: • All timelines mentioned are business days (Monday to Saturday) • Sundays and public holidays are excluded from delivery calculations • Remote areas may require additional delivery time • We recommend insurance for high-value shipments • Keep order confirmation and tracking details for reference • Report any delivery issues within 48 hours ═══════════════════════════════════════════════════════════════════════════════ © 2025 Rongjeng Welfare Foundation. All rights reserved. This document was last reviewed and updated on October 11, 2025. For the most current version of this policy, please visit: rwf.shillong.com
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