Shipping and Delivery Policy
Applies To: All orders placed on the Favcore platform (E‑commerce, Grocery, and Food)
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1. Introduction and Scope
1. Favcore is a hyperlocal commerce platform that connects customers with local vendors and shops. All products are picked up directly from the vendor’s shop or warehouse and delivered to the customer by independent Favcore Delivery Partners.
2. This Shipping and Delivery Policy governs how orders are delivered, what charges apply, how fees are refunded (if at all), and what responsibilities apply to customers at the time of delivery.
3. This Policy must be read together with the Favcore Terms of Use and the Favcore Return and Refund Policy. In case of any conflict, the Terms of Use will prevail.
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2. Service Model and Delivery Coverage
1. Favcore does not maintain any central warehouse or stock. All products are stored and controlled by individual vendors.
2. Orders are fulfilled on a hyperlocal basis, usually from vendors located within the same city or locality as the customer.
3. Delivery is generally executed by Favcore Independent Delivery Partners using the “Favcore Driver App”. In certain cases, third‑party logistics partners may be used.
4. Serviceability of a particular address or pincode depends on:
– Availability of vendors in that area
– Availability of delivery partners
– Local regulations and operational constraints
5. The app or website will inform you at checkout if your address or pincode is not serviceable for a specific product or category.
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3. Order Processing and Estimated Delivery Time
1. Orders are typically processed immediately after successful payment and confirmation.
2. Estimated delivery time depends on the product category, vendor location, and delivery distance, for example:
– Food orders: typically within 30–90 minutes (real‑time / on‑demand)
– Grocery (fresh and packaged): typically within a few hours or same day
– E‑commerce products: within the same day or a few days, depending on distance and product type
3. The app will display an estimated delivery time window at checkout. This is an estimate only and not a guarantee.
4. Delivery times may vary due to factors beyond Favcore’s control, such as:
– Weather conditions
– Traffic and road closures
– High order volumes or peak hours
– Public holidays or local events
5. Favcore will make reasonable efforts to deliver within the indicated time window but shall not be liable for delays caused by such external factors.
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4. Shipping and Delivery Charges
1. A shipping/delivery fee applies to all orders unless explicitly waived under a promotion or offer.
2. The shipping/delivery fee depends on one or more of the following factors:
– Distance between the vendor and the delivery address (per kilometre)
– Order weight and dimensions
– Order quantity
– Delivery pincode and service zone
– Category or type of product
3. The exact shipping/delivery fee for your order will be calculated and clearly displayed at checkout after you enter your billing and shipping addresses. The fee will also be visible in the order summary within the app.
4. Shipping/delivery charges are generally non‑refundable, except in the limited cases expressly mentioned in Section 6 of this Policy.
5. Favcore reserves the right to modify, increase, decrease, or waive shipping/delivery fees at its sole discretion, including for limited‑period promotions, specific pincodes, or selected categories.
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5. Convenience Fee
1. A nominal convenience fee (starting from ₹5) applies to all orders placed on the Favcore platform.
2. The exact convenience fee may vary based on factors such as order value, order quantity, product category, and delivery pincode, and will be clearly shown at checkout before you confirm and pay for the order.
3. Convenience fees are generally non‑refundable, except in the limited cases expressly mentioned in Section 6 of this Policy.
4. Favcore reserves the right to modify, increase, decrease, or waive the convenience fee at its sole discretion from time to time, including as part of promotional campaigns or special offers.
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6. Fee Refunds (Shipping, Delivery, and Convenience Fees)
6.1 When Fees May Be Refunded
Shipping/delivery and convenience fees may be refunded to the customer only in the following situations:
1. Order cancelled before dispatch by customer
The customer cancels the order before it is packed or handed over to the delivery partner for delivery.
2. Order cancelled by vendor or Favcore before dispatch
The vendor is unable to fulfil the order (e.g., out of stock), or Favcore cancels the order for operational reasons before dispatch.
3. Shipment lost or not delivered
The order is lost in transit or cannot be delivered for reasons attributable to Favcore or its delivery/logistics partners, and Favcore cancels the order.
In the above cases, Favcore will generally refund the product amount along with any shipping/delivery and convenience fees charged for that order, subject to internal verification.
6.2 When Fees Will Not Be Refunded
Shipping/delivery and convenience fees will not be refunded in the following situations:
1. Customer cancellation after dispatch
The customer cancels the order after it has been packed and/or handed over to the delivery partner, or when the delivery partner is already en route to the delivery address.
2. Customer refusal or return without valid reason
The customer refuses to accept the order or seeks a return for reasons not attributable to Favcore or the vendor, such as:
– “Changed my mind”
– “No longer needed”
– “Ordered by mistake”
– Any reason where the product is correct and not defective at the time of delivery
3. Returns under limited return policy
Where a delivered order is returned or refunded under the limited return conditions described in the Favcore Return and Refund Policy (for example, certain e‑commerce products with a defect discovered within the permissible window), the shipping/delivery and convenience fees already incurred will normally not be refunded, except where Favcore explicitly states otherwise.
4. Customer unavailability or incorrect address
Where delivery fails due to:
– Incorrect or incomplete address provided by the customer; or
– Customer not being reachable or available at the time of delivery despite reasonable attempts by the delivery partner;
any additional delivery attempts, if provided, may incur extra charges, and original shipping/delivery and convenience fees will not be refunded.
Favcore reserves the right to decide, on a case‑by‑case basis, whether any fee is refundable, partial, or non‑refundable, based on the facts of the order and the reason for cancellation or non‑delivery.
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7. Delivery Attempts and Customer Unavailability
1. The delivery partner will make reasonable efforts to contact the customer by phone or through the app upon reaching the delivery location.
2. If the customer is not available at the address or does not respond to calls/messages within a reasonable time:
– For Food and Grocery orders, the order may be treated as delivered or cancelled without refund, since these products are time‑sensitive and perishable.
– For E‑commerce orders, the delivery partner may, where feasible, attempt one more delivery, or the order may be returned to the vendor. Additional re‑delivery attempts or rescheduling may attract extra delivery charges.
3. If the order is cancelled due to customer unavailability or incorrect address, Favcore may treat the order as completed for the purpose of product amount, shipping/delivery, and convenience fees, and no refund may be provided, except at Favcore’s sole discretion.
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8. Open‑Box Delivery and Customer Inspection
1. For most eligible E‑commerce products, Favcore follows an open‑box delivery process:
– The delivery partner will present the sealed package to the customer.
– The customer is expected to open the package in the presence of the delivery partner and visually inspect the product.
2. At the time of delivery, the customer should confirm that:
– The correct product has been delivered (as per order details); and
– The product is not visibly damaged, broken, or clearly defective.
3. If the product is clearly wrong or visibly damaged at the time of delivery, the customer should immediately inform the delivery partner or contact Favcore Support and may refuse to accept the product, subject to category‑specific rules in the Return and Refund Policy.
4. For Food and Grocery orders, customers are requested to visually check the items (right products, approximate quantity, visible condition) at the time of delivery. In most cases, return or refusal is allowed only at the time of delivery when the wrong or visibly defective item has been delivered.
5. Post‑delivery return or replacement options are very limited and differ for E‑commerce, Grocery, and Food categories. Customers are strongly advised to inspect products carefully at delivery.
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9. Category‑Specific Delivery Notes
9.1 E‑commerce Orders
1. E‑commerce orders may be delivered same‑day or within a few days, depending on distance, product type, and vendor location.
2. Open‑box delivery may be applicable for many higher‑value or sensitive products. Where open‑box delivery is required, refusal to follow the open‑box process may limit or void post‑delivery return options.
3. A very limited post‑delivery return window (for example, up to 1 day from delivery) may be available for certain E‑commerce products only in case of genuine defects not reasonably detectable at the time of delivery, as defined in the Return and Refund Policy.
4. Change‑of‑mind returns are generally not permitted, and Favcore follows a strict “No Return” approach except for the narrow exceptions defined by category.
9.2 Grocery Orders (Fresh and Packaged)
1. Grocery orders (both fresh and packaged items) are typically delivered same‑day or within a few hours.
2. The customer must check the items at the time of delivery (correct items, basic visible condition). Any issues such as wrong item or obviously spoiled/damaged items must be raised immediately at delivery.
3. After successful delivery and acceptance, grocery orders are generally not eligible for return, except where required under law or Favcore’s separate Return and Refund Policy.
9.3 Food Orders
1. Food orders are highly time‑sensitive and perishable and are typically delivered on an on‑demand, real‑time basis (usually within 30–90 minutes).
2. Customers are advised to check the order (restaurant, items, quantity, and visible condition) at the time of delivery.
3. Returns are normally allowed only at the time of delivery for issues such as:
– Completely wrong order (wrong restaurant or different items)
– Clearly damaged packaging or obvious spillage rendering the food unfit to consume
4. If, after consumption, the customer reports a quality or taste issue, Favcore may, at its sole discretion, grant a partial refund (for example, between 20% and 50% of order value) similar to industry practice, and may levy a corresponding penalty on the vendor, depending on the circumstances. No physical return of consumed food is possible.
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10. Force Majeure and Operational Disruptions
1. Delivery commitments may be impacted by events beyond Favcore’s reasonable control, including but not limited to:
– Natural disasters, floods, earthquakes, fires
– Strikes, lockdowns, curfews, or other government restrictions
– Civil unrest, riots, or other public disturbances
– Network outages or large‑scale technical failures
2. In such situations, orders may be delayed, rescheduled, or cancelled. Favcore will make reasonable efforts to inform customers and, where appropriate, process refunds for undelivered orders.
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11. Changes to this Policy
1. Favcore may modify, update, or replace this Shipping and Delivery Policy at any time. Updated versions will be published on the Favcore platform.
2. In line with the Terms of Use, continued use of the Favcore platform after such changes shall constitute deemed acceptance of the updated Policy.
3. In case of any inconsistency between this Policy and any mandatory legal or regulatory requirement (for example, changes in GST, consumer protection, or food safety laws), the legal requirement will apply automatically, and this Policy will be interpreted accordingly.
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12. Support and Contact
For any questions or issues related to shipping, delivery, or fees for your order, you may contact:
• In‑app Support: Through the Favcore app help/support section
• Email: support@favcore.com
• Phone: 9694828828
Support hours and response times will be indicated in the app and may vary by city or region.
Version: 1.0
