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Shipping & Delivery Policy

1. Introduction & Scope

  1. This Shipping & Delivery Policy (“Policy”) explains how PenjuMart (“Platform”, “we”, “our”, or “us”) manages, processes, and executes the delivery of orders placed by customers (“User”, “you”, or “your”) through our website, mobile application, or any other digital interface controlled by PenjuMart (collectively, “Platform”).
  2. This Policy governs all delivery-related aspects, including serviceable locations, delivery timelines, delivery charges, failed deliveries, verification requirements, treatment of high-value shipments, restrictions, and communication protocols. By placing an order on the Platform, you acknowledge and agree to be bound by this Shipping & Delivery Policy.
  3. This Policy applies to all products sold and delivered by PenjuMart within our serviceable regions. Delivery handled by PenjuMart’s own in-house delivery team shall also fall under this Policy. In cases where third-party logistics providers may be engaged in the future, the terms herein shall apply unless expressly superseded.
  4. This Policy is to be read in conjunction with PenjuMart’s Terms & Conditions, Refund & Return Policy, Cancellation Policy, and any other Platform policies, all of which together form an integral part of your agreement with PenjuMart. In the event of any conflict, the terms most protective of PenjuMart’s operational and legal obligations shall prevail.

2. Serviceable Locations & Delivery Eligibility

2.1 Service Coverage

  • PenjuMart currently delivers orders only within selected locations of Odisha, specifically within:
    • Kantabanji, Balangir District, and
    • Bhawanipatna, Kalahandi District.

  • Although our present operational area is limited, PenjuMart may expand serviceability to additional cities, districts, or regions in the future. Any such expansion may be updated on the Platform without prior individual notice.

  • Users placing orders from outside the aforementioned areas will not be eligible for delivery, and such orders may be cancelled automatically or during post-order verification.

2.2 Address-Based Eligibility Check

  • The Platform restricts checkout access based on the District and Town selected by the User during the shipping-address entry process. Only Users whose addresses fall within the approved serviceable areas can successfully place an order.
  • Users are responsible for ensuring that the shipping address submitted is accurate, complete, and falls within PenjuMart’s delivery zones. Any incorrect or misleading address may result in failed delivery, delays, or cancellation.
  • In cases where the address appears borderline or unclear, PenjuMart reserves the right to conduct additional verification through WhatsApp, SMS, or email before confirming delivery.

2.3 Ineligible Delivery Locations

  • PenjuMart does not deliver to locations outside our designated service zones, including rural, remote, or hard-to-reach areas beyond our current operational coverage.
  • Deliveries may also be restricted in areas affected by:

    • Law-and-order concerns,

    • Weather and natural calamities,

    • Government restrictions,

    • Accessibility limitations, or

    • Operational constraints.

  • PenjuMart may deny or cancel orders to such non-serviceable areas at its sole discretion, with refunds processed where applicable.

3. Delivery Timelines & Order Processing

3.1 Standard Delivery Timelines
PenjuMart strives to ensure that all orders are delivered within 24 hours or on the same day, subject to product availability and serviceable-area constraints. Delivery timelines may vary based on:

  • User’s delivery location,

  • Order size and item availability,

  • Operational workload,

  • Weather, traffic, or unforeseen disruptions.

PenjuMart does not guarantee delivery at a specific time unless explicitly stated or communicated.

3.2 Order Processing Cut-Off Times

  • Orders placed before 6:00 PM are generally processed the same day.

  • Orders placed after 6:00 PM will be processed on the next business day.

  • Processing times may be impacted during peak seasons, sales events, festivals, or public holidays.

3.3 Same-Day & Expedited Deliveries
While PenjuMart attempts to deliver orders as fast as possible, all expedited or same-day deliveries are subject to:

  • Availability of delivery personnel,

  • Product readiness,

  • User location falling within serviceable zones.

Same-day delivery is not guaranteed and is offered on a best-effort basis.

3.4 Factors Affecting Delivery Timelines
Deliveries may be delayed due to circumstances beyond PenjuMart’s control, including but not limited to:

  • Extreme weather conditions, storms, or natural calamities,

  • High traffic congestion, roadblocks, or route diversions,

  • Inventory shortages or unexpected stockouts,

  • Public holidays, curfews, or government restrictions,

  • Technical issues or operational disruptions.

PenjuMart will make reasonable efforts to keep Users informed in case of significant delays.

3.5 Order Confirmation & Processing Workflow
Once an order is placed, the User will receive:

  • An Order Confirmation notification on the Platform and/or via email/WhatsApp,

  • Updates regarding the Processing, Packed, and Out for Delivery statuses,

  • Any additional verification requests if needed (address doubts, high-value orders, etc.).

3.6 No Liability for Delays
PenjuMart shall not be held liable for delays in delivery arising from reasons outside its direct control. However, reasonable support will be provided to assist Users with updated ETAs and resolution.

4. Delivery Charges & Fees

4.1 Standard Delivery Fee Structure
PenjuMart applies a transparent, uniform delivery fee policy across all serviceable locations. The following charges shall apply unless expressly modified or waived by PenjuMart during promotions or special events:

  • ₹40 Flat Delivery Fee for all orders below the minimum free-delivery threshold.

  • Free Delivery on orders with a total value of ₹500 or above (post-coupon and excluding any tip or additional surcharges, if applicable).

4.2 No Hidden or Additional Charges
PenjuMart does not impose hidden delivery-related charges. Any applicable fees will be:

  • Clearly displayed at checkout,

  • Included on the Order Summary page, and

  • Communicated transparently prior to payment or order confirmation.

No fuel surcharge, peak-hour fee, handling charge, or convenience fee is levied unless explicitly stated on the Platform.

4.3 Delivery Fees for Special Conditions
Delivery charges may vary under specific circumstances, including but not limited to:

  • Heavy or oversized products (if introduced in the future),

  • High-value items requiring additional security,

  • Special handling services, such as the future planned “first-floor delivery” for large appliances.

Any such category-specific charges (if applicable) shall be clearly mentioned at the product page or checkout.

4.4 Delivery Fee Refunds
Delivery fees may be refunded only under the following limited circumstances:

  • If the entire order is returned or cancelled due to Platform error, such as defective items, wrong items delivered, or operational failure.

  • Delivery fees will not be refunded for partial returns, user-initiated cancellations, or refusal to accept orders without valid reasons.

In all other cases, delivery charges—if any—are non-refundable.

4.5 Impact of Coupons, Discounts & Promotions on Delivery Fees

  • Delivery fee waivers provided under promotional campaigns or coupons may be revoked if the order becomes ineligible due to partial return or cancellation.

  • If a User returns items and the net order value falls below the free-delivery threshold, the original delivery charges may be deducted from the refund unless the return is due to Platform-related issues.

4.6 Future Changes to Delivery Fee Structure
PenjuMart reserves the right to revise, increase, decrease, suspend, or discontinue delivery charges at any time. Any such changes shall:

  • Be updated on the Platform,

  • Apply only to future orders, and

  • Not affect orders already placed and confirmed.

5. Delivery Attempts & Failed Deliveries

5.1 Number of Delivery Attempts
PenjuMart will make up to two (2) delivery attempts for each order to ensure successful handover of the products to the User or the authorized recipient.

  • Attempt 1: Initial delivery as per the scheduled or estimated timeline.

  • Attempt 2: Follow-up attempt within a reasonable time period if the first attempt fails.

After two unsuccessful attempts, the order may be marked as Delivery Failed and processed according to the provisions detailed below.

5.2 User Responsibility to Receive the Order
Users are required to ensure the following at the time of delivery:

  • Availability at the delivery address during the estimated delivery window;

  • Provision of accurate address details and reachable contact information;

  • Prompt response to calls or messages from delivery personnel, whenever required for completion of delivery.

Failure to comply with these requirements may result in a failed delivery.

5.3 Failed Deliveries – Prepaid Orders
If a User is unavailable or unreachable during both delivery attempts for a prepaid order, the following shall apply:

  • The order shall be returned to the warehouse, and marked as Delivery Failed.

  • A refund (if applicable) will be processed only after the items return to the warehouse and undergo quality verification.

  • PenjuMart may deduct the delivery charges and applicable handling fees from the refund if

    • the User fails to receive the order without valid reasons, or

    • repeated delivery failures indicate misuse.

  • For repeated instances, PenjuMart reserves the right to temporarily or permanently restrict, suspend, or block the User’s account.

5.4 Failed Deliveries – Cash on Delivery (COD) Orders
For COD orders, failed delivery attempts may result in stricter action due to operational loss and fraud risk.

In case of failed delivery of a COD order:

  • The User’s account may be temporarily blocked, pending identity or intent verification.

  • Reactivation shall be done only after successful verification through phone call or WhatsApp confirmation.

  • Multiple failed COD deliveries may result in permanent account suspension, denial of COD privileges, or both.

5.5 Valid Reasons for Failed Delivery (Exceptions)
PenjuMart may treat a failed delivery as valid and exempt the User from penalties if the failure is due to circumstances such as:

  • Delivery attempted outside communicated time windows;

  • Wrong address mapping by the Platform;

  • Unavoidable delays caused solely by PenjuMart;

  • Delivery personnel failing to contact the User despite attempts.

Such cases will be evaluated on a case-by-case basis.

5.6 Automatic Cancellation After Failed Attempts
If both delivery attempts fail without User cooperation or valid reason:

  • The order will be automatically cancelled;

  • Refunds (if prepaid) will be initiated as per Section 4.4;

  • Delivery charges will be deducted when applicable.

PenjuMart’s decision regarding failed deliveries shall be final and binding.

5.7 Repeated Failed Deliveries – Anti-Abuse Measures
To maintain operational efficiency and prevent misuse, PenjuMart may:

  • Track repeated failed deliveries associated with a single account, device, or delivery address;

  • Temporarily or permanently disable COD for such Users;

  • Impose restrictions on future orders;

  • Block Users displaying clear patterns of negligent or fraudulent behavior.

6. High-Value Orders & Verification Requirements

6.1 Definition of High-Value Orders
For the purposes of this Policy, any order with a total value of ₹5,000 (Indian Rupees Five Thousand) or above, inclusive of taxes, shall be classified as a High-Value Order.

6.2 Mandatory Verification Requirements
To ensure security, prevent fraud, and safeguard both Users and the Platform, PenjuMart may require additional verification for High-Value Orders. Such verification may include:

  • Identity Verification:
    Users may be required to provide a valid government-issued ID (e.g., Aadhaar Card, Voter ID, or PAN Card) during delivery or as part of the pre-dispatch verification process.

  • Address Verification:
    Delivery personnel may request confirmation of address through supporting documents or proof of residence, if required.

  • Order Confirmation Call/WhatsApp Verification:
    For orders above ₹10,000, PenjuMart may initiate additional verification through a phone call or WhatsApp confirmation to validate the User’s intent and prevent unauthorized transactions.

PenjuMart reserves the right to hold, delay, or cancel High-Value Orders until verification is successfully completed.

6.3 Delivery Process for High-Value Orders
For High-Value Orders, the following may apply:

  • Delivery shall only be made to the User or an authorized person present at the registered delivery address.

  • The User (or authorized receiver) must provide:

    • Valid ID proof; and

    • Signature acknowledging receipt.

  • Delivery shall not be completed if the User fails or refuses to present the required verification documents.

PenjuMart delivery personnel are authorized to decline delivery if verification is incomplete or appears fraudulent.

6.4 Additional Handling for Heavy or Large Items (For future expansion)
For certain high-value or heavy items (such as appliances, electronics, or bulky goods), which PenjuMart may offer in the future:

  • Delivery shall be restricted to ground floor or first floor only.

  • Additional handling charges may apply for heavy-item movement or difficult-to-access delivery locations.

  • PenjuMart may deny delivery to locations deemed unsafe or physically inaccessible.

These provisions will be explicitly communicated to the User at checkout or prior to dispatch.

6.5 Failure to Complete Verification
If the User fails to comply with the required verification steps:

  • The order may be withheld,

  • Marked as Failed Delivery, and

  • Returned to inventory.

For prepaid orders, refunds shall be initiated only after the returned items complete quality checks, subject to deduction of delivery charges and/or handling fees if the failure is attributable to the User.

6.6 Anti-Fraud Monitoring & Protective Measures
PenjuMart actively monitors patterns associated with High-Value Orders to protect against:

  • Fake orders;

  • Payment fraud;

  • Identity misuse;

  • Coordinated or high-frequency suspicious ordering behavior.

In such cases, PenjuMart may:

  • Reject or cancel the order proactively,

  • Temporarily suspend the account,

  • Require stronger verification for future orders, or

  • Permanently block the account.

PenjuMart’s decision in such matters shall be final to maintain safety and operational integrity.

7. Delivery Process & User Responsibilities

7.1 Standard Delivery Procedure
PenjuMart follows a structured and secure delivery process to ensure timely and safe delivery of all Orders. The general framework includes:

  • Processing of each confirmed Order based on availability, location, and delivery slots.

  • Dispatching orders through PenjuMart’s in-house delivery personnel.

  • Attempting delivery at the User’s registered delivery address within the estimated timeline.

  • Contacting the User via phone call or WhatsApp upon arrival at the delivery location for coordination.

PenjuMart may modify or optimize the delivery process based on operational requirements and serviceability.

7.2 Delivery Attempts
PenjuMart shall make a maximum of two (2) delivery attempts for each Order:

  • If the first attempt fails (due to unavailability of the User, incorrect address, or inability to reach the User), a second attempt shall be scheduled.

  • If the second attempt also fails, the Order shall be marked as “Undeliverable” and returned to inventory.

For prepaid orders, refunds (where applicable) shall be issued only after the item is returned and passes quality checks, subject to deductions as specified in this Policy.

7.3 Recipient Verification at Time of Delivery
To maintain security and prevent unauthorized receipt:

  • Delivery personnel may request the User (or authorized recipient) to provide address proof or verify identity.

  • A signature confirming successful delivery will be required.

  • Delivery shall not be completed if the recipient refuses verification or appears unauthorized.

For High-Value Orders, Section 6 verification requirements shall apply.

7.4 User Responsibilities During Delivery
Users agree to the following obligations to ensure smooth and successful delivery:

  • Provide accurate, complete, and reachable delivery address and contact details during checkout.

  • Ensure availability at the delivery address during the expected delivery time window.

  • Respond promptly to calls or WhatsApp messages from delivery personnel.

  • Inspect packages at the time of delivery and report any visible damage or tampering within 24 hours.

  • Accept delivery of prepaid Orders; refusal without valid reason may result in deduction of delivery charges or account restrictions.

Failure to comply with these responsibilities may affect delivery success and eligibility for refunds or replacements.

7.5 Delivery to Restricted or Challenging Locations
PenjuMart delivery personnel reserve the right to decline delivery at locations that are:

  • Unsafe,

  • Inaccessible,

  • Under restricted entry, or

  • Beyond the officially serviceable areas.

In such cases, the User will be contacted to arrange an alternate delivery location within the serviceable area, where feasible.

7.6 Unsuccessful Deliveries & Post-Failure Actions
If an Order is marked as undeliverable after two attempts:

  • The Order will be cancelled.

  • Prepaid Orders will be refunded per Section 9 (Refunds), subject to deductions where applicable.

  • COD Users with repeated delivery failures may face:

    • Temporary suspension,

    • Permanent blocking in cases of suspected misuse.

PenjuMart reserves the right to enforce additional security measures for Users with repeated failed deliveries.

7.7 Responsibility for Misuse or Unauthorized Receipt
Once a package is delivered to the verified address and acknowledged by signature or delivery proof:

  • PenjuMart shall not be liable for loss, theft, or misuse of the product.

  • Users are responsible for securing the product post-delivery.

8. Failed Delivery Scenarios & COD-Specific Rules

8.1 Circumstances Leading to Failed Delivery
A delivery shall be classified as “Failed” if, during any official delivery attempt, one or more of the following situations occur:

  • The User is unavailable at the delivery address.

  • The delivery address is incorrect, incomplete, inaccessible, or unserviceable.

  • The User does not respond to calls, messages, or WhatsApp communication.

  • The recipient refuses to accept delivery without a valid reason.

  • The User refuses verification (signature or address proof).

  • Delivery personnel determine that the location is unsafe or restricted.

  • The User refuses to pay for Cash on Delivery (COD) orders at the time of delivery.

PenjuMart’s decision on failed delivery classification shall be final and binding.

8.2 Handling After a Failed Delivery Attempt
If the first delivery attempt fails, PenjuMart shall:

  • Attempt a second delivery within the standard operational timelines, and

  • Notify the User through WhatsApp or email regarding the rescheduled attempt.

If the second delivery attempt fails, the Order shall be marked as “Undeliverable/Returned to Origin (RTO)” and processed according to refund rules in Section 9.

8.3 Failed Delivery for Prepaid Orders (Online Payment)
For prepaid orders, once an Order becomes undeliverable after two attempts:

  • The Order will be cancelled, and

  • Refunds shall be processed after the item is returned to PenjuMart’s hub and passes quality checks, subject to any applicable deductions.

Deductions may apply where:

  • The User refused delivery with no valid reason,

  • The address provided was incorrect, or

  • The failure was due to the User’s non-responsiveness.

Where the fault lies with PenjuMart, a full refund of the product value and applicable shipping charges shall be issued.

8.4 Failed Delivery for COD Orders
COD orders require the User to:

  • Be present at the address, and

  • Pay the full order amount at the time of delivery.

If a COD user refuses delivery or payment without a valid reason:

  • The Order will be cancelled and marked as “COD Refused.”

  • PenjuMart may temporarily block the User’s account to prevent misuse of COD.

  • The User may request reactivation only after identity validation via phone call or WhatsApp, at PenjuMart’s discretion.

Repeated COD refusals shall result in permanent restriction of COD payment mode for that User or permanent account suspension in cases of repeated misuse.

8.5 Refusal of Prepaid Orders Without Valid Cause
Where the User refuses a prepaid Order at delivery without legitimate reasons, such refusal shall be treated as a misuse of services.

PenjuMart may:

  • Deduct outbound shipping and handling fees from the refund, and

  • Issue warnings or impose account restrictions for repeated abuse.

8.6 High-Value Orders — Special Handling in Failed Delivery
For orders exceeding ₹5,000, PenjuMart requires additional safeguards:

  • Delivery may only be completed after ID verification (Aadhaar/other valid ID).

  • If delivery fails due to refusal of verification, the Order shall be cancelled.

  • Refunds for prepaid high-value orders shall require additional checks, including Aadhaar and bank passbook verification (for amounts > ₹10,000).

8.7 RTO (Return to Origin) Status & Refund Eligibility
Once an Order reaches RTO status, refund timelines apply as follows:

  • Verification of product condition (tampering, leakage, damage during transit).

  • Processing of refund to original payment method (online payment).

  • For COD orders, refund via UPI/Bank Transfer/Wallet after verification.

PenjuMart shall not be liable for delays caused by User-provided incorrect banking details or verification failures.

8.8 Abuse or Misuse of Delivery System
The following may constitute abuse of PenjuMart’s delivery system:

  • Frequent order refusals,

  • Repeated delivery failures due to inaccurate addresses,

  • Unreasonable or fraudulent claims of non-delivery,

  • Patterns indicating attempt to misuse COD or promotional benefits.

Users exhibiting such behavior may face:

  • Temporary suspension,

  • Permanent restriction of COD option,

  • Permanent account ban in cases of severe or repeated violations.

PenjuMart reserves the right to enforce anti-fraud measures to protect platform operations.

8.9 Delivery Completion Proof
PenjuMart considers delivery as successfully completed when:

  • The order is handed over at the verified address, and

  • Delivery proof is obtained through signature and/or address verification photograph.

Once delivery completion is recorded, PenjuMart shall not be responsible for:

  • Loss, theft, or damage occurring after delivery, or

  • Claims of non-receipt unless clear evidence contradicts delivery records.

9. High-Value Orders, Verification & Special Handling

9.1 Definition of High-Value Orders
For operational and security purposes, any order with a total value of ₹5,000 or above shall be classified as a High-Value Order. Orders exceeding ₹10,000 may require additional verification due to increased fraud risk and operational security.

9.2 Mandatory Verification Procedures
To ensure the safety of High-Value Orders, Users may be required to provide the following verification:

  • Identity Verification: Government-issued ID such as Aadhaar, PAN card, or Voter ID.

  • Bank Account Verification: Required for refunds above ₹2,000, especially for prepaid or COD orders, including UPI/Bank transfers.

  • Phone/WhatsApp Confirmation: For amounts exceeding ₹10,000, PenjuMart may perform a phone or WhatsApp verification call to confirm the User’s identity and intent.

  • Proof of Address: Delivery personnel may request proof of address upon delivery for security purposes.

PenjuMart reserves the right to withhold, delay, or cancel High-Value Orders until verification is successfully completed.

9.3 Delivery Protocol for High-Value Orders
High-Value Orders will follow a stricter delivery protocol:

  • Delivery will only be made to the verified User or an authorized recipient.

  • Signature and photo/ID verification will be mandatory upon delivery.

  • Delivery personnel may refuse handover if verification is incomplete, inconsistent, or appears fraudulent.

9.4 Replacement and Return Policy for High-Value Orders
For High-Value Orders involving defective or damaged items:

  • PenjuMart will prioritize replacement before initiating a refund.

  • Replacement items will be shipped at no additional charge if the defect is caused by the Platform or seller.

  • Refunds will be processed only if a replacement is unavailable, after verification of returned items and compliance with the Refund & Return Policy.

9.5 Anti-Fraud Measures for High-Value Orders
To prevent fraudulent transactions, PenjuMart may monitor the following patterns:

  • Frequent high-value order cancellations or refusals,

  • Orders flagged for suspicious delivery addresses or User activity,

  • Multiple failed deliveries associated with the same account.

In such cases, PenjuMart may:

  • Cancel or withhold orders,

  • Temporarily or permanently suspend the User account,

  • Deny COD payment privileges for repeated violations,

  • Enforce additional verification measures for future orders.

9.6 Limitation of Liability for High-Value Orders
Once a High-Value Order is successfully delivered to the verified User or authorized recipient:

  • PenjuMart shall not be liable for any loss, theft, or damage post-delivery.

  • Users are responsible for securing the product immediately after delivery.

  • Any claims related to post-delivery loss will not be entertained unless PenjuMart is demonstrably at fault.

9.7 Future High-Value Product Handling (For large items, appliances, or electronics)

  • Delivery may be restricted to ground or first floor only.

  • Additional handling fees may be applied for bulky or heavy items.

  • Delivery may be denied to inaccessible or unsafe locations, with Users notified via email or WhatsApp.

10. Communication & Customer Support for Shipping/Delivery Issues

10.1 Communication Channels
PenjuMart provides multiple channels to ensure effective communication with Users regarding shipping and delivery:

  • Email Support: Users may contact support@penjumart.com for inquiries, complaints, or clarifications regarding order processing, shipment status, delivery delays, or failed deliveries.

  • WhatsApp Support: Users may reach out to PenjuMart via WhatsApp for real-time updates or assistance.

  • In-App Notifications: All Users will receive updates regarding Order confirmation, shipment status, delivery schedule, and other relevant communications.

All notifications and communications from PenjuMart via email, WhatsApp, or in-app messages are deemed sufficient for operational and legal purposes.

10.2 Order Status Updates
PenjuMart ensures that Users are kept informed throughout the delivery process. Status updates include but are not limited to:

  • Order confirmation,

  • Estimated delivery time,

  • Dispatch notifications,

  • Delivery attempt notifications,

  • Failed delivery alerts, and

  • Order cancellation or refund confirmation.

Users are responsible for monitoring these notifications and taking necessary action, including arranging to receive the order.

10.3 Reporting Delivery Issues
Users must report delivery-related issues within the following guidelines:

  • Defective or damaged products: Must be reported within 24 hours of receipt, along with photo or video proof and the order invoice.

  • Failed or missed deliveries: Users should contact support via email or WhatsApp promptly to arrange re-delivery or alternative solutions.

  • High-Value Orders: Any verification or delivery issue must be reported immediately to avoid delays in refund or replacement.

PenjuMart will make all reasonable efforts to resolve reported issues in a timely and professional manner.

10.4 User Obligations in Communication
To ensure smooth resolution of shipping or delivery issues, Users are required to:

  • Provide accurate order details including order number, delivery address, and relevant product information.

  • Respond promptly to communications from PenjuMart regarding delivery confirmation, verification, or dispute resolution.

  • Supply supporting evidence such as photos, videos, or documents when requested for processing returns, replacements, or refunds.

Failure to comply may result in delays, denial of replacement, or withholding of refunds.

10.5 Response Time & Resolution
PenjuMart will endeavor to:

  • Respond to all User communications within 24–48 hours.

  • Resolve complaints and shipping-related issues in the shortest possible timeframe, subject to operational feasibility, verification, and compliance with applicable policies.

Resolution timelines may vary for high-value items, items requiring inspection, or issues requiring third-party coordination.

10.6 Record of Communications
All communication between the User and PenjuMart, including emails, WhatsApp messages, and in-app notifications, shall be recorded and retained for operational, legal, and compliance purposes.

  • Such records may be used as evidence in disputes or for internal audit and anti-fraud verification.

10.7 Final Authority of PenjuMart
PenjuMart retains the final discretion in interpreting, enforcing, and resolving delivery-related issues, including failed deliveries, refunds, replacements, and verification challenges.

  • Users agree to cooperate and abide by the decisions made in line with the Shipping & Delivery Policy.

11. Anti-Fraud Measures & User Conduct in Delivery

11.1 Objective
To maintain the integrity of operations, protect Users, and prevent financial loss, PenjuMart implements strict anti-fraud measures related to shipping, delivery, and order management. Users are required to act in good faith and comply with these measures.

11.2 User Conduct Requirements
Users must ensure the following:

  • Provide accurate personal and delivery information at the time of placing an Order.

  • Accept delivery of prepaid and COD orders without unjustified refusal.

  • Respond to delivery personnel communications promptly via phone, WhatsApp, or in-app messages.

  • Do not attempt to mislead or deceive PenjuMart regarding delivery location, payment status, or product receipt.

  • Report product issues honestly and provide authentic photo/video proof if requesting replacement or refund.

Failure to comply may be treated as misuse, and PenjuMart reserves the right to enforce penalties.

11.3 Detection of Fraudulent Behavior
PenjuMart monitors Orders and delivery activity to identify potential fraud, including:

  • Repeated order cancellations or refusals, especially COD Orders, without valid reasons.

  • Multiple failed deliveries associated with the same User account, address, or device.

  • Attempts to manipulate or misuse coupons, discounts, or promotions.

  • Submission of false or forged documents for verification purposes.

  • Patterns indicating deliberate exploitation of return, refund, or replacement policies.

11.4 Anti-Fraud Measures Implemented
PenjuMart may take the following actions to prevent and address fraudulent activities:

  • Temporary suspension or permanent blocking of User accounts engaging in suspicious behavior.

  • Denial of Cash on Delivery privileges for repeated offenders.

  • Requiring enhanced verification (ID proof, bank verification, or phone/WhatsApp confirmation) before processing future Orders.

  • Cancellation of Orders suspected to be fraudulent, without prior liability.

  • Monitoring and review of User behavior, transaction history, and delivery compliance.

11.5 Thresholds and Risk Assessment
For operational security, PenjuMart defines internal thresholds, such as:

  • COD refusal frequency,

  • RTO/undeliverable rate per account,

  • High-value order verification failures, and

  • Discrepancies in User-provided information.

Accounts or Orders crossing these thresholds may trigger temporary or permanent restrictions.

11.6 Consequences of Fraudulent or Non-Compliant Conduct
Any User found engaging in fraudulent, misleading, or non-compliant conduct may face:

  • Immediate suspension or permanent termination of account access.

  • Cancellation of pending or confirmed Orders.

  • Denial of refunds or replacements if the behavior contributed to failed delivery or misuse.

  • Reporting to law enforcement or regulatory authorities, where appropriate.

PenjuMart reserves the right to enforce these measures at its discretion to protect the platform, vendors, and Users.

11.7 Cooperation Requirement
Users agree to cooperate fully with PenjuMart in anti-fraud investigations, including providing:

  • Accurate account and order information,

  • Supporting documentation for high-value or disputed orders,

  • Assistance in verifying identity or delivery-related claims.

Failure to cooperate may result in permanent account suspension and denial of service.

12. Contact and Grievance Redressal for Shipping & Delivery

12.1 Purpose
PenjuMart is committed to providing prompt and effective resolution of any grievances, complaints, or queries related to shipping, delivery, returns, or high-value orders. This section outlines the process, contact channels, and timelines for Users to raise concerns and obtain resolution.

12.2 Contact Channels for Grievances
Users may submit complaints or inquiries through the following official channels:

  • Email Support:

    • support@penjumart.com – for general delivery-related complaints, queries, or disputes.

    • privacy@penjumart.com – for issues specifically related to data privacy, user verification, or high-value order verification.

  • WhatsApp Support:
    Users may contact the PenjuMart WhatsApp group for real-time updates or delivery assistance.

  • In-App Support:
    Users can raise queries or complaints via the Help/Support section of the PenjuMart mobile application or website dashboard.

All communications sent through these channels are considered official and sufficient for operational and legal purposes.

12.3 Grievance Redressal Procedure
The following steps apply to all delivery-related complaints or disputes:

  1. Complaint Submission

    • Users must provide order details, delivery address, issue description, and supporting evidence (photos/videos/invoices) when submitting a grievance.

  2. Acknowledgment of Complaint

    • PenjuMart shall acknowledge receipt of the complaint via email or WhatsApp within 24 hours.

  3. Investigation and Resolution

    • The grievance will be investigated by the Delivery & Customer Support team.

    • PenjuMart may request additional information or verification from the User to facilitate resolution.

    • Resolution will include corrective measures such as rescheduling delivery, replacement, refund, or account assistance.

  4. Resolution Timeline

    • PenjuMart endeavors to resolve standard delivery complaints within 48–72 hours from receipt of the complete complaint.

    • High-value or complex cases may require additional time, and Users will be kept informed of progress via email or WhatsApp.

12.4 Escalation Mechanism
If a grievance is not resolved to the User’s satisfaction:

  • Users may escalate the issue to the Designated Grievance Officer (DGO) or Data Protection Officer (DPO) at privacy@penjumart.com.

  • PenjuMart will review the case and provide a final resolution in accordance with internal policies and applicable laws.

12.5 User Cooperation Requirement
To facilitate efficient grievance resolution, Users are required to:

  • Provide accurate and complete information about the order and issue.

  • Respond promptly to follow-up queries or verification requests from PenjuMart.

  • Supply supporting documentation such as photos, videos, invoices, or delivery receipts when requested.

Failure to cooperate may result in delays or denial of complaint resolution.

12.6 Record Retention
PenjuMart maintains records of all grievances, communications, and resolutions for operational, audit, and compliance purposes.

  • These records may be used to verify claims, monitor patterns of misuse, and improve delivery processes.

12.7 Final Authority
PenjuMart retains the exclusive right to interpret, enforce, and resolve all delivery-related complaints, including failed delivery, refund, replacement, or high-value order issues.

  • Users agree to abide by the resolution provided by PenjuMart in accordance with this Policy.

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