Shipping policy
Terms and condition
1. Delivery OTP & Package Verification
a. OTP Confirmation
At the time of delivery, customers will be required to share a One-Time Password (OTP) sent to their registered mobile number.
b. Inspection Before OTP
Before sharing the OTP, customers must carefully inspect the outer packaging and product.
We strongly recommend recording a clear unboxing video while opening the package to verify the product’s condition.
c. Quantity Check
Customers should confirm that all items and quantities match their order details before completing delivery.
d. Damaged or Tampered Package
If the package appears opened, damaged, or compromised, the customer should:
i. Refuse the delivery, or
ii. Accept the package only after marking a Negative Proof of Delivery (POD) with the courier and capturing photographs as evidence.
2. Accepted Orders with Issues
If a delivery is accepted despite being incomplete, damaged, or tampered, the customer must provide:
i. A clear Negative POD image, and
ii. A full 360-degree unboxing video showing the package label, outer box, and inner contents.
These documents are mandatory for claim review.
3. Rejected Deliveries & Negative POD Claims
a. Valid Rejections or Negative POD
i. If a delivery is rejected or supported by valid negative POD proof, Auklane may arrange for replacement of missing or damaged items after verification.
ii. No cash refunds will be issued for such cases. Replacement decisions remain at the sole discretion of Auklane.
4. Accepted Orders Without Evidence
a. Lack of Documentation
If a customer accepts delivery without submitting a Negative POD and unboxing video, Auklane will not be responsible for any claims related to damage, shortage, or tampering.
No returns or refunds will be entertained in such cases.
5. Complaint Reporting Timeline
a. Reporting Window
All delivery-related complaints must be emailed to theauklane@gmail.com within 48 hours of receiving the order.
b. Post-Delivery Responsibility
Auklane is not responsible for damage caused after delivery or issues that are not visible in the submitted unboxing video.
6. Delivery Signature & Authorized Recipients
a. Delivery Confirmation
All orders require confirmation or signature upon successful delivery.
b. Alternate Recipients
If a customer authorizes someone else (family member, colleague, neighbour, etc.) to receive the order, Auklane is not responsible for claims made afterward, unless supported by valid unboxing proof.
7. Shipping & Handling Charges
a. Applicable Fees
Shipping and handling charges depend on product size, packaging, location, and logistics requirements.
All applicable charges will be displayed clearly before checkout.
8. Refund & Dispute Resolution Policy
a. Courier Disputes
In cases where there is a dispute between the customer and the delivery partner, refunds will be processed only after official confirmation from the logistics provider.
This ensures fairness, accountability, and operational integrity.
9. Policy Authority
Auklane reserves the right to approve, deny, or modify any claim based on internal verification and evidence review.
All decisions made by Auklane in such matters shall be final.