1. Shipping Schedule:

• Products are shipped once or twice a week, depending on the subscription plan.
• A minimum of 24 hours is required to process the first delivery for new subscribers. For example, if a new customer subscribes on Monday for a twice-weekly plan (Monday and Thursday), their first delivery will be on Thursday.
• Shipping days are optimized to consolidate orders for the same society on a single day.
• During the pilot phase (ending December 31, 2024), customers cannot choose their preferred shipping day. This option will become available after the pilot phase.

2. Reschedule Delivery:

• Customers can reschedule their delivery by informing PBW Foods at least 24 hours in advance. The rescheduled order will only be delivered on the scheduled delivery days. For example, if a customer has deliveries scheduled on November 4, 7, 11, 14, 18, 21, 25, 28 and wishes to skip the delivery on November 18, they can have it moved to November 21 or deferred to December 2.

3. Order Confirmation:

• Customers will receive an order confirmation email on their registered email ID after placing an order. PBW Foods reserves the right to cancel any order due to unforeseen circumstances. In such cases, a notification will be sent to the registered email.

4. Delivery Complaints:

• Any complaints regarding incorrect shipments, interchanged orders, damaged products, or incorrect delivery statuses must be reported on the day of delivery. Customers are required to submit supporting evidence, such as pictures or videos, to care@pbwfoods.com. Failure to do so may result in PBW Foods denying the claim.

5. Missing or Lost Packages:

• In the event of a missing or lost package, customers must notify PBW Foods within 24 hours of the expected delivery time. PBW Foods will conduct an investigation and provide an update on the status within seven (7) business days. If the package is confirmed lost, PBW Foods will either offer a replacement or a refund, as deemed appropriate.

6. Refunds:

• Refunds will only be initiated after PBW Foods has verified the reported issue with the order. Refunds may take up to 14 business days to process, depending on the method of payment used by the customer.

7. Shipping Charges:

• The shipping charges displayed at checkout are final. During the pilot phase, delivery is free until December 31, 2024. PBW Foods reserves the right to amend shipping charges at any time, including during the pilot phase, with prior notice.

8. Returns for Non-Perishable Products:

• Non-perishable products can be returned if they meet the following conditions:
• The product must be in its original packaging and unused.
• The return request must be initiated within 7 days of delivery.
• Returns are subject to a quality check (QC) upon pickup. If the product fails QC, the return may be rejected, and the product will be returned to the customer.

9. Return Policy for Perishable Products:

• Due to the nature of perishable goods, PBW Foods does not accept returns for perishable items. If a customer receives a damaged or defective perishable product, they must report the issue within 24 hours of delivery, along with supporting photographs or videos. PBW Foods will assess the claim and offer a refund or replacement if the claim is valid.

10. Cash on Delivery (COD):

• COD is currently not available. All payments must be made online through the available payment options at checkout.

Customer Support:

• For any issues related to delivery, delivery personnel, or product complaints, customers are encouraged to contact PBW Foods customer support via care@pbwfoods.com. The support team will address and resolve the issue as quickly as possible.

Force Majeure:

• PBW Foods will not be held liable for any delays or non-performance of its obligations under this policy due to circumstances beyond its reasonable control, including but not limited to natural disasters, strikes, labor disputes, pandemics, governmental actions, or transportation disruptions.

Amendments:

• PBW Foods reserves the right to modify this Shipping Policy at any time, with or without prior notice, to reflect changes in its business practices or as required by law.

Policy Changes: PBW Foods reserves the right to amend this shipping policy at any time.