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Shipping Policy

This Shipping Policy (“Policy”) applies to all orders placed for products (“Products”) through the website www.crystellhub.com, associated mobile applications, social media platforms, and other authorised sales channels (collectively, the “Platform”) operated under the brand name CrysTell Hub, which is owned and operated by Izna Wellness Pvt Ltd (“Company”, “we”, “us”, or “our”).

Customer Support Contact
Email: orders@crystellhub.com
Mobile: +91 8800006786

By placing an order on our Platform, you acknowledge that you have read, understood, and unconditionally agree to be bound by this Shipping Policy, which forms an integral part of our Terms and Conditions.

1. ORDER PROCESSING

1.1. Processing Time: All orders are processed within {3_to_5} business days after the successful confirmation of payment. Business days exclude Sundays and public holidays as observed in Haryana, India.

1.2. Processing Delays: The processing of an order may be delayed or placed on hold if: a) The payment confirmation is pending, has failed, or is under review by the payment gateway. b) The information provided by the customer, including but not limited to the delivery address or contact details, is incomplete, inaccurate, or appears to be fraudulent. c) The Product ordered is temporarily out of stock or requires special preparation. d) The order is flagged by our system for additional verification due to its value, quantity, or for any other security reason. e) There is an occurrence of a Force Majeure event as defined in our Terms and Conditions.

1.3. Order Verification: We reserve the absolute right to contact you via email, telephone, SMS, or WhatsApp to verify your order details or request additional information before processing the shipment. Failure to provide the requisite information may result in the delay/cancellation of the order.

2. SHIPPING PARTNERS AND METHODS

2.1. We engage a network of reputable third-party courier and logistics partners (“Shipping Partners”) to deliver our Products.

2.2. The choice of the Shipping Partner for any given order shall be at the sole and absolute discretion of the Company. The selection will be based on factors such as delivery location serviceability, transit time, nature of the Product, and operational efficiency.

3. SHIPPING CHARGES

3.1. Any applicable shipping and handling charges will be calculated and displayed at the checkout page before you complete your payment. These charges are non-refundable.

3.2. Shipping charges are determined based on various factors, including the total weight or volume of the package, the delivery destination PIN code, and the shipping method selected.

3.3. The Company may, at its discretion, offer promotional free shipping on certain orders. Such offers are subject to change or withdrawal at any time without prior notice.

4. ESTIMATED DELIVERY TIMELINES

4.1. The estimated delivery time will be communicated to you at the time of order placement. The indicative timelines are as follows: a) Metropolitan & Major Cities: {2_to_7} business days after dispatch. b) Other Serviceable Locations: {4_to_10} business days after dispatch. c) Remote or Difficult-to-Access Areas: {7_to_15} business days or more after dispatch.

4.2. Disclaimer: The delivery timelines provided are estimates only and do not constitute a guarantee of delivery by a specific date. Delays may occur due to factors beyond our reasonable control, including but not limited to adverse weather conditions, logistical issues with the Shipping Partner, governmental restrictions, regional festivals, or force majeure events. The Company shall not be liable for any loss or damage arising from such delays.

5. DISPATCH CONFIRMATION AND SHIPMENT TRACKING

5.1. Once your order is dispatched, you will receive a shipping confirmation email and/or SMS containing the name of the Shipping Partner and the tracking number for your consignment.

5.2. Tracking information may take up to 24-48 hours to become active on the Shipping Partner’s portal after dispatch. The Company is not responsible for any inaccuracies or delays in the tracking information provided by the Shipping Partner.

6. CUSTOMER’S DELIVERY RESPONSIBILITIES

6.1. The customer is solely and exclusively responsible for providing a complete, accurate, and valid delivery address and contact information at the time of placing the order. This includes, without limitation: a) Recipient’s full name. b) Accurate house number, flat number, floor number, and building name/number. c) Name of the society, colony, street, and locality. d) A clear and accurate nearby landmark for easy location. e) Correct City, State, and PIN code. f) A valid and reachable 10-digit mobile number for the recipient.

6.2. The customer agrees to ensure that a person is available at the provided delivery address to receive the package during the estimated delivery period. The customer must also ensure that the provided mobile number is active and that calls or messages from the Shipping Partner are answered promptly to facilitate delivery.

6.3. The Company shall bear no liability whatsoever for any delivery failure, delay, mis-delivery, or return of the shipment arising from the customer's failure to comply with the obligations set forth in this section.

7. RETURN TO ORIGIN (RTO) AND RE-SHIPMENT

7.1. A shipment shall be marked as “Return to Origin” (RTO) if the delivery fails due to any reason attributable to the customer, including but not limited to: a) The delivery address provided is incorrect, incomplete, or invalid. b) The premises are locked or inaccessible. c) The recipient is unavailable or refuses to accept the delivery. d) The mobile number provided is unreachable, switched off, or incorrect. e) Failure to respond to calls or communications from the Shipping Partner. f) Refusal to pay the Cash on Delivery (COD) amount or any other applicable charges at the time of delivery.

7.2. Consequences of RTO:a) Prepaid Orders: If a prepaid order is returned to us as RTO due to customer fault, we will deduct the forward shipping charges and the return shipping charges incurred by us from the order amount. The remaining balance will be refunded to the original mode of payment as per our Return and Refund Policy. b) Re-shipment: If the customer requests re-shipment of an RTO order, the customer shall be liable to pay a re-shipment fee. This fee will include the return shipping charges incurred on the first failed attempt and the fresh forward shipping charges for the second attempt. The order will be re-dispatched only after the customer confirms the corrected address and makes the full payment for the re-shipment fee. c) COD Orders: If a COD order is returned as RTO, the customer may be barred from availing the COD facility for all future orders on the Platform.

7.3. If a customer fails to respond to our communication regarding an RTO shipment within {7} calendar days, the Company reserves the right to cancel the order and process the refund as per Clause 7.2(a).

8. INTERNATIONAL SHIPMENTS

8.1. For all orders shipped to destinations outside of India, the customer is the “importer of record.”

8.2. The customer is solely responsible for any and all customs duties, import taxes, levies, brokerage fees, or any other charges that may be imposed by the destination country’s customs authorities. These charges are not included in the order total and must be borne by the customer.

8.3. The Company is not responsible for any delays caused by customs clearance processes. If the customer refuses to pay the applicable duties and taxes, resulting in the shipment being returned to us, we shall deduct the original shipping cost, return shipping cost, and any other charges levied by the customs or courier authorities from the refund amount.

9. TITLE AND RISK OF LOSS

9.1. The title to the Products and the risk of loss or damage to the Products shall pass to you upon our dispatch and handover of the Products to the designated Shipping Partner.

9.2. The Company shall not be liable for any loss, damage, theft, or misplacement of the Product that occurs after it has been handed over to the Shipping Partner. While we may assist in coordinating with the Shipping Partner for any claims, the ultimate responsibility lies with the Shipping Partner and the customer.

10. INSPECTION OF PACKAGE UPON DELIVERY

10.1. You are strongly advised to inspect the external condition of the package at the time of delivery.

10.2. If the package appears to be tampered with, opened, damaged, or wet, you must not accept the delivery without making a suitable note on the proof of delivery document provided by the courier, if possible. You must also immediately take clear photographs and a continuous, unedited unboxing video of the package as mandated in our Return and Refund Policy and report the issue to our customer support team at orders@crystellhub.com within 24 hours of delivery.

11. AMENDMENT OF POLICY

11.1. Izna Wellness Pvt. Ltd. reserves the right to amend, modify, or update this Shipping Policy at any time without prior notice. The updated policy will be effective immediately upon being posted on the Platform. It is your responsibility to review this Policy periodically for any changes.

12. GOVERNING LAW AND JURISDICTION

12.1. This Policy and any disputes arising hereunder shall be governed by and construed in accordance with the laws of India.

12.2. Any legal action, suit, or proceeding arising out of or relating to this Policy shall be subject to the exclusive jurisdiction of the competent courts in Haryana, India.