Shipping and delivery

Goods are dispatched from our premises in Guwahati, Assam, after we have confirmed your order and the agreed payment terms are met. The terms of sale explain how orders are confirmed and paid for.

Dispatch time depends on stock and on when payment is received or credit is approved. See delivery timelines below.

We deliver across North East India, including remote and hill locations, by courier or goods transport. Freight and time can be higher for remote destinations, and not every courier serves every PIN code. For delivery outside the region, ask the sales desk.

Some products, such as UPS units and batteries, may be accepted only by road carriers.

We agree the method with you when we confirm the order.

We tell you the expected delivery time when we confirm each order. It depends on:

• whether the items are in stock or must be ordered from the manufacturer;
• when your payment is received, or your credit is approved;
• the destination, the carrier's schedule and the route; and
• events such as floods, landslides, bandhs and road closures, which can delay consignments in the region.

Delivery times are estimates unless we have agreed a date with you in writing. See the terms of sale.

• Freight. Freight is charged as stated in the quotation. It may be included in the price, added to the invoice, or paid by you to the carrier on delivery, known as to-pay freight.
• Insurance. We arrange transit insurance only when the quotation includes it. For high-value consignments, ask for it to be added.
• Risk in transit. Risk passes to you as the terms of sale state: when the goods are handed over to you, your representative or the carrier at our premises. Where no transit insurance is arranged, the goods travel at your risk.

Each consignment travels with the documents that the law and the carrier require:

• a GST tax invoice or delivery challan;
• an e-way bill, where the GST rules require one for the value and route of the goods; and
• the courier tracking (AWB) number, or the lorry receipt (LR) of the transporter.

To prepare these correctly we need your GSTIN, billing address and delivery address before dispatch. Keep the invoice, because you need it for warranty claims.

Give a complete delivery address: the name of the person or business, street and locality, landmark, town, PIN code, and a mobile number that the carrier can call. If the delivery address differs from the billing address on your GSTIN, tell us both.

• You are responsible for the accuracy of the address and contact number you give.
• Tell us at once if the address changes. A change after dispatch may not be possible, and re-routing charges may apply.
• Someone must be available to receive the goods and sign for them.

Check the consignment before you accept it and sign the delivery receipt.

• Count the cartons against the invoice or challan.
• Look for torn, crushed or wet cartons, and for signs of tampering or reopened seals.
• Note any damage or shortage on the carrier's receipt before you sign, and photograph it.
• Report problems to us promptly, and in any case within 48 hours of delivery.

If you collect the goods, we tell you when the order is ready. Collection is during business hours, Monday to Saturday, 10:00 am to 7:00 pm. Our address is House No. 19, Janapath Lane, Opp. Ulubari Petrol Pump, G.S. Road, Guwahati, Assam 781007, India.

Please bring:

• the invoice number or order reference;
• a letter of authority, if someone else collects for you; and
• photo identification of the person collecting.

Check the goods before you leave. Risk passes to you when the goods are handed over. Collect within the time we tell you, because we may need to release the stock.

A consignment can come back to us, or be held by the carrier, when:

• the address is incomplete or wrong, or the recipient cannot be reached;
• nobody is available to receive it, or the recipient refuses it; or
• to-pay freight is not paid.

Carriers try delivery a limited number of times, then hold the consignment or return it to us. Re-delivery and return freight are charged to you, unless the failure was our error. If a consignment cannot be delivered after repeated attempts, we agree the next step with you, which can be re-dispatch at your cost or cancellation under the terms of sale.

If a consignment is late or you cannot track it, tell the sales desk your invoice number and the AWB or LR number. We contact the carrier, tell you what we find, and help with any claim. If goods are lost in transit, we tell you the remedy that applies once we have confirmed the loss with the carrier.