Shipping policy

 

Shipping & Delivery Policy

Effective Date: 30 August 2026

At Deco Coat Pvt. Ltd., we make every effort to ensure that your order is packed securely and dispatched promptly through our logistics partners. Once an order has been handed over to the logistics partner, successful delivery also requires the customer's cooperation and availability.

Please read the following Shipping & Delivery Policy carefully before placing an order on our website.

1. Order Processing & Dispatch

Orders are generally processed and dispatched within [1–3 business days] after successful payment/order confirmation.

Orders placed on Sundays, public holidays, or during announced holidays may be processed on the next working day.

Once your order has been dispatched, you will receive the applicable shipment/tracking details through the contact information provided at checkout.

Dispatch timelines may be affected by circumstances such as:

  • Public holidays

  • Natural disasters or severe weather

  • Strikes or transportation disruptions

  • Serviceability restrictions

  • Unforeseen logistics issues

  • High-volume periods

  • Other circumstances beyond our reasonable control

2. Shipping Charges

Shipping charges applicable to your order will be displayed at checkout.

Free Shipping

We currently offer free standard shipping on orders above ₹1,499, subject to the applicable delivery service and serviceability of the destination.

Free shipping applies to the initial standard delivery of the order.

Free shipping does not automatically cover additional transportation costs resulting from a customer-related delivery failure, including re-shipment following an RTO.

3. Customer Responsibility After Dispatch

Once an order has been dispatched, customers are expected to:

  • Provide a complete and accurate delivery address.

  • Provide a valid and reachable mobile number.

  • Ensure that someone is available to receive the shipment during the delivery period.

  • Respond to calls/messages from the delivery executive when required.

  • Coordinate with the logistics partner when a delivery attempt requires customer confirmation or assistance.

  • Inform us promptly if there is an issue with the delivery address or contact details.

Customers are encouraged to monitor their shipment using the tracking information provided after dispatch.

4. Delivery Attempts & NDR

The logistics partner may make one or more delivery attempts depending on the destination, courier service, and applicable operational procedures.

An NDR (Non-Delivery Report/Remark) may be raised when a delivery attempt is unsuccessful.

Examples of customer-related reasons may include:

  • Customer unavailable at the delivery address

  • Customer requesting delivery at a later date

  • Customer refusing or declining the shipment

  • Incorrect or incomplete address

  • Incorrect PIN code

  • Incorrect or unreachable phone number

  • Customer not responding to the delivery executive

  • Customer failing to coordinate with the delivery executive

  • Premises being inaccessible or unavailable for delivery due to circumstances attributable to the customer

When an NDR is raised for a customer-related reason, the customer may be required to cooperate with the logistics partner to arrange a reattempt.

We will provide reasonable assistance in communicating with the logistics partner where possible. However, Deco Coat cannot guarantee a particular delivery date or time requested by the customer, as delivery operations are controlled by the logistics partner.

5. Customer-Caused NDR / Reattempt Charges

If an unsuccessful delivery attempt or reattempt is caused by circumstances attributable to the customer, any additional shipping or logistics charges imposed on Deco Coat may be recovered from the customer.

Such charges may include, where applicable:

  • Additional delivery/reattempt charges

  • Address correction charges

  • Additional transportation charges

  • Other charges imposed by the logistics provider due to the customer-related delivery issue

The customer will be informed of any applicable charges before we proceed with a chargeable reattempt wherever reasonably possible.

6. RTO (Return to Origin)

A shipment may be returned to our facility as RTO (Return to Origin) if delivery cannot be completed after the applicable delivery attempts.

RTO may occur for reasons including:

  • Repeated customer unavailability

  • Customer refusal to accept the shipment

  • Incorrect/incomplete address

  • Incorrect contact details

  • Failure to coordinate with the delivery executive

  • Customer-requested cancellation after dispatch

  • Failure to respond to delivery attempts

  • Other customer-related reasons recorded by the logistics partner

Important

If an order is returned to Deco Coat due to a customer-related delivery failure, the original shipping cost incurred by Deco Coat and applicable RTO/return logistics charges may be deducted from any eligible refund or may be payable by the customer.

The fact that an order qualified for free shipping does not mean that subsequent RTO or re-shipping charges will also be free.

7. Re-Shipment After RTO

If a customer wishes to have an RTO shipment dispatched again, the order may be re-shipped only after:

  1. The customer confirms the correct delivery address and contact number; and

  2. Any applicable additional shipping/RTO charges have been paid.

Free shipping eligibility does not automatically apply to a re-shipment following an RTO.

The re-shipment will be processed after the applicable charges have been received.

Deco Coat reserves the right to decline re-shipment where the customer repeatedly fails to accept or coordinate delivery of previous shipments.

8. Incorrect or Incomplete Address

Customers are responsible for providing accurate delivery information at checkout.

If an order has not yet been dispatched, customers should contact us as soon as possible if they need to correct their address.

Once an order has been dispatched, we may not be able to change the delivery address.

If an incorrect or incomplete address results in an NDR, delivery failure, additional delivery attempt, or RTO, any applicable additional logistics charges may be payable by the customer.

9. Customer Refusal of Delivery

If a customer refuses to accept an order after dispatch for reasons unrelated to a product defect, damage, incorrect product, or an error attributable to Deco Coat, the shipment may be treated as a customer-caused delivery failure.

Any applicable return/RTO and re-shipping costs may be recovered from the customer.

If the customer subsequently requests the order to be shipped again, re-shipment will be subject to payment of the applicable shipping charges.

10. Delivery Delays

Estimated delivery dates provided on our website or by our logistics partners are indicative and may vary depending on the destination and operational circumstances.

Deco Coat is not responsible for delays caused by:

  • Courier/logistics disruptions

  • Weather conditions

  • Natural disasters

  • Strikes

  • Government restrictions

  • Transportation disruptions

  • Incorrect customer information

  • Customer unavailability

  • Other circumstances beyond our reasonable control

However, if a shipment is significantly delayed, customers may contact us and we will reasonably assist in raising an inquiry or escalation with the logistics partner.

11. Lost Shipments

If tracking indicates that a shipment has been lost or appears to be lost while in transit, please contact us.

We will coordinate with the logistics partner and initiate the appropriate investigation or claim process where applicable.

Customers are not responsible for additional shipping costs where the loss is attributable to the logistics provider or Deco Coat and is not caused by the customer.

Any refund or replacement will be handled in accordance with the applicable circumstances and our Refund/Return Policy.

12. Damaged Shipments

Customers should inspect the outer packaging at the time of delivery wherever reasonably possible.

If the package appears severely damaged, customers should:

  • Take photographs/videos of the package before opening it.

  • Record the condition of the outer packaging.

  • Contact Deco Coat as soon as possible.

  • Provide photographs/videos and relevant shipment details when requested.

Damage caused during transportation will be investigated with the logistics provider.

Customers should not dispose of damaged packaging until the matter has been resolved, as it may be required for investigation or claim purposes.

13. Wrong Product / Missing Product

If you receive a product different from what you ordered, or if an item appears to be missing from your shipment, please contact us within [48 hours] of delivery with:

  • Order number

  • Photographs/videos of the package

  • Photographs of the shipping label

  • Photographs/videos of the products received

  • A description of the issue

We will review the matter and provide an appropriate resolution where the issue is attributable to Deco Coat.

14. Logistics Partner Issues

Deco Coat works with third-party logistics partners to deliver orders.

While we will make reasonable efforts to assist customers with delivery-related issues, the actual delivery process—including delivery routes, delivery executive assignment, delivery attempts, and delivery timings—is managed by the logistics provider.

Customers should cooperate with the delivery executive and respond to delivery-related communication whenever necessary.

Where an issue is caused by the logistics provider rather than the customer, Deco Coat will make reasonable efforts to escalate the matter and seek a resolution.

15. What Happens When an NDR Is Raised?

When an NDR is raised, the next action depends on the reason recorded by the logistics partner.

If the issue is customer-related:

The customer may be required to coordinate with the delivery partner and/or pay applicable additional logistics charges.

If the issue is logistics-related:

Deco Coat will make reasonable efforts to raise an escalation with the logistics provider.

If the shipment is eventually RTO'd:

The applicable RTO and re-shipping provisions mentioned in this policy will apply based on the reason for the RTO.

16. Free Shipping & RTO Clarification

Free shipping is a promotional shipping benefit and does not constitute unlimited or risk-free transportation.

For example, if an order worth ₹2,000 qualifies for free shipping and the customer is unavailable for delivery, does not respond to the delivery executive, and the shipment is subsequently returned to Deco Coat, any applicable RTO and re-shipping charges may still be recovered from the customer.

Free shipping applies to the eligible initial delivery attempt, not to customer-caused RTOs or subsequent re-shipments.

17. Order Cancellation After Dispatch

Orders cannot ordinarily be cancelled once they have been dispatched.

If a customer requests cancellation after dispatch, the request will be evaluated based on the shipment status and applicable circumstances.

If the shipment has already entered transit, any applicable return/RTO logistics costs may be recovered from the customer where the cancellation is customer-initiated and otherwise permissible under our policies.

18. Exceptional Circumstances

There may be circumstances where delivery cannot reasonably be completed due to events beyond the control of Deco Coat or the customer.

Each such case may be reviewed individually.

Deco Coat reserves the right to determine the appropriate resolution based on the shipment status, logistics partner records, applicable charges, and circumstances of the case, subject to applicable law.

19. Important Customer Notice

Please ensure that you are available to receive your order once it is out for delivery.

If the delivery executive contacts you, please respond promptly and coordinate with them to avoid unnecessary delivery failures, NDRs, and RTOs.

Customer-caused NDRs and RTOs can result in additional logistics costs. Such costs are not covered under our standard free-shipping offer and may be payable by the customer.

20. Contact Us

For any shipping or delivery-related query, please contact us through:

Deco Coat Pvt. Ltd.
Website: decocoat.in
Email: contactus@decocoat.in
Phone/WhatsApp: +91 8169009569
Business Hours: 10 AM - 5 PM

When contacting us regarding a shipment, please provide your order number and tracking number so that we can assist you efficiently.

Policy Updates

Deco Coat Pvt. Ltd. reserves the right to update or modify this Shipping & Delivery Policy from time to time. Any changes will be published on this page with the revised effective date.

By placing an order through our website, you acknowledge that you have read and understood the applicable shipping and delivery terms.