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This Shipping Policy ("Shipping Policy") sets out the terms and procedures applicable to the dispatch, transportation, tracking and delivery of Products purchased through the Balaji Aurica website, platform or other authorized sales channels ("Platform").
Balaji Aurica Global Private Limited ("Balaji Aurica", "we", "us" or "our") deals in high-value bullion and precious-metal Products. Accordingly, deliveries are subject to enhanced logistics, security, verification and delivery procedures appropriate to valuable and vulnerable cargo.
This Shipping Policy applies to eligible domestic shipments made to Customers in India and covers both:
where such delivery is offered by Balaji Aurica.
This Shipping Policy forms an integral part of the Balaji Aurica Terms & Conditions ("T&C"). In the event of any inconsistency, the T&C shall govern matters relating to the sale, purchase, payment, acceptance, cancellation, finality of transactions, liability and other matters expressly governed by the T&C, while this Shipping Policy shall govern shipping and delivery matters.
The Shipping Policy should be read together with the Balaji Aurica Privacy Policy and, where applicable, the Balaji Aurica Buyback Policy.
Balaji Aurica uses Sequel Logistics Private Limited ("Sequel"), and/or such other logistics service provider as Balaji Aurica may designate from time to time, for transportation and delivery of eligible Products.
Sequel's underlying logistics arrangements contemplate the transportation of valuable and vulnerable cargo and provide for secure, closed and sealed consignments and consignment-status information.
Balaji Aurica may use Sequel's own network as well as authorised third-party or multimodal transportation providers engaged by Sequel.
The Customer acknowledges that delivery may therefore involve different modes of transportation, hubs, facilities or service providers as determined by the designated logistics partner.
3.1 B2C Shipments
B2C shipments are shipments made directly to an individual Customer or other authorized recipient at the Customer's designated delivery address.
The applicable Sequel B2C commercial documentation specifically covers direct customer delivery / B2C / e-commerce shipments and states that such commercial does not cover shipments moving to retail stores or commercial establishments.
3.2 B2B Shipments
B2B shipments are shipments made to an eligible business, institutional Customer, dealer, commercial establishment or other authorized business recipient.
B2B shipments may be subject to different service categories, shipment-value thresholds, documentation, delivery procedures and operational requirements under the applicable logistics arrangement.
Accordingly, the applicable B2B logistics procedure may differ from the B2C procedure.
3.3 Applicable logistics conditions
The particular logistics requirements applicable to a shipment may depend upon:
Delivery is available only to locations that are serviceable under the applicable logistics network and subject to applicable legal, security and operational restrictions.
The availability of delivery to a particular PIN code may change from time to time.
Balaji Aurica may decline, defer or otherwise restrict delivery to a location where:
Where a destination requires an exceptional logistics surcharge, the Customer will be informed in accordance with Section 6 below before the applicable additional charge is imposed.
Balaji Aurica provides free standard shipping for eligible domestic deliveries.
Unless otherwise expressly communicated to the Customer, Balaji Aurica bears the ordinary cost of standard logistics and transportation for eligible shipments.
This includes eligible deliveries to standard service locations, including applicable:
The fact that the underlying logistics provider may charge Balaji Aurica freight, fuel surcharge, insurance-related charges or other logistics charges does not by itself create a corresponding charge against the Customer.
Certain destinations may attract additional logistics charges because of their location, serviceability or special transportation requirements.
In particular, certain Hilly / ODA and Remote locations may attract additional charges under the applicable Sequel commercial arrangement.
Where such an additional charge is applicable to the Customer's destination:
Unless otherwise expressly agreed, the additional charge passed through to the Customer will be limited to the applicable destination surcharge communicated before dispatch.
The underlying Sequel documentation separately identifies Driveaway/ODA and Remote categories and provides different logistics charges for such categories.
Important: Tier 3 or another higher-tier classification does not, by itself, automatically create a shipping charge. A charge will arise where the particular destination falls within an applicable surcharge category or otherwise requires an additional logistics charge.
Balaji Aurica provides transit insurance at no additional cost to the Customer for eligible shipments.
Unless otherwise communicated for a particular shipment, shipments dispatched through the designated logistics partner are arranged to be covered under the applicable transit insurance maintained or arranged through the logistics partner.
Balaji Aurica has instructed Sequel to provide transit insurance for shipments booked through Sequel, and Sequel has confirmed that Balaji Aurica's shipments moved through Sequel are covered under Sequel's insurance for all risks.
The insurance is provided at Balaji Aurica's cost and the Customer is not separately charged an insurance premium for standard eligible shipments.
7.1 Insurance is subject to the applicable policy
The availability and extent of insurance coverage remain subject to:
Accordingly, "insured shipping" should not be interpreted as an unconditional guarantee that every conceivable loss or circumstance will necessarily be indemnified.
The current Sequel documentation reviewed by Balaji Aurica contains an underlying marine cargo insurance arrangement covering valuable cargo, subject to stated exclusions and conditions.
The specific policy number, policy period, insurer, limits and other current insurance particulars may be updated from time to time without requiring this Shipping Policy to reproduce the underlying insurance policy.
Except for destination-based or other exceptional charges expressly communicated under this Shipping Policy:
Sequel's own commercial rates and internal billing arrangements with Balaji Aurica do not automatically become charges payable by the Customer.
Once an Order has been accepted and all applicable payment, KYC, documentation and compliance requirements have been completed, Balaji Aurica will arrange dispatch in accordance with its operational processes.
9.1 Dispatch target
Balaji Aurica's normal target is to dispatch an eligible Order within three working days.
This is a target and not an unconditional guarantee.
Dispatch may take longer where additional verification, documentation, payment confirmation, compliance checks, inventory processing, insurance arrangements, security procedures or other circumstances require additional time.
9.2 High-value shipments
Additional processing time may apply to high-value or otherwise sensitive shipments.
Where reasonably practicable, Balaji Aurica may communicate material dispatch delays to the Customer.
For standard domestic deliveries, Balaji Aurica currently estimates delivery within five working days from the applicable commencement point, subject to serviceability and the qualifications set out in this Shipping Policy.
For purposes of this estimate:
The five-working-day period is an estimated delivery timeframe and not a guaranteed delivery deadline.
Actual delivery may vary due to destination, logistics schedules, security procedures, weather, operational conditions, transportation constraints, public holidays, force majeure events or other circumstances outside Balaji Aurica's reasonable control.
Shipments move according to the schedules and routes available through the designated logistics network.
The underlying Sequel commercial documentation states that movement is subject to Sequel's schedule and that special movement may attract additional charges.
Balaji Aurica will determine whether any such special movement is commercially or operationally appropriate.
Where a Customer specifically requests an exceptional or special delivery arrangement that results in an additional charge, Balaji Aurica may communicate that charge to the Customer before proceeding.
The Customer must provide a complete and accurate delivery address, including, as applicable:
The Customer is responsible for ensuring that the delivery information supplied to Balaji Aurica remains accurate and accessible for the duration of the delivery process.
Because the Products may constitute high-value bullion or precious-metal goods, delivery may be restricted to:
The logistics provider may require the recipient to complete applicable verification and delivery formalities before releasing the shipment.
Balaji Aurica may not permit a shipment to be handed over to an unidentified or unauthorised person merely because that person is present at the delivery address.
The Customer and/or recipient may be required to provide appropriate identification and complete applicable delivery verification procedures.
The Sequel logistics agreement expressly contemplates delivery procedures involving valid government-issued identification and OTP verification for the consignee.
Depending upon the applicable shipment and delivery process, the recipient may therefore be required to:
Failure or refusal to complete required verification may result in delivery being deferred or the shipment being returned to origin.
Valuable shipments are transported in secure, closed and sealed condition.
The underlying Sequel arrangements require valuable/vulnerable cargo to be picked up and delivered in closed and sealed condition and do not permit open pickup/delivery.
Accordingly, the Customer should not expect the delivery agent to open the shipment for inspection before completing the applicable delivery formalities, unless a particular authorised procedure expressly permits otherwise.
Balaji Aurica and its logistics partners will use appropriate packaging and security procedures for valuable Products.
The underlying logistics arrangement requires valuable shipments to be securely packed in a tamper-proof box and closed and sealed, with the Customer's unique numbered lock or seal where applicable.
Customers must not attempt to interfere with, open, alter, replace or tamper with the external security packaging before completing delivery.
Where tracking information is available, shipment status may be made available through:
Balaji Aurica's Platform is intended to receive and display applicable shipment-status information through its integration with the logistics provider.
The Customer is responsible for maintaining an accurate mobile number and email address to receive relevant communications.
The number and timing of delivery attempts may depend on the applicable logistics service category and destination.
For B2C e-commerce shipments, the applicable Sequel documentation currently provides for one additional delivery attempt after the first unsuccessful attempt, after which an additional attempt charge or Return to Origin ("RTO") may apply.
The precise delivery-attempt procedure applicable to a particular B2B shipment may differ.
Balaji Aurica may communicate any applicable additional customer charge before imposing it, except where the charge is expressly attributable to a customer-requested service or other circumstance already accepted by the Customer.
Delivery may fail for reasons including:
Where reasonably practicable, Balaji Aurica or its logistics partner may attempt to contact the Customer or recipient to facilitate delivery.
Where delivery cannot be completed after the applicable delivery attempts or otherwise cannot be completed in accordance with the applicable logistics procedure, the shipment may be returned to Balaji Aurica or the designated origin location.
Such return is a logistics process and does not constitute a Customer right to cancel the underlying bullion transaction.
The T&C govern whether an Order may be cancelled or otherwise dealt with commercially. The Shipping Policy governs the physical movement of the shipment.
For B2C shipments, the underlying Sequel commercial documentation provides that RTO freight is charged at the applicable forward-movement freight rate.
Where Balaji Aurica determines that an RTO-related charge is to be passed through to the Customer, the applicable charge will be communicated in accordance with this Shipping Policy and the T&C.
Where a shipment is returned to origin because delivery could not be completed, any re-delivery will be subject to:
Balaji Aurica may require the Customer to confirm or correct the delivery address before arranging re-delivery.
Where a shipment cannot be delivered or must be held for reasons attributable to the Customer or recipient, additional logistics or storage costs may arise.
Such costs will not automatically be passed through merely because the logistics provider has charged Balaji Aurica.
Where Balaji Aurica proposes to recover such an exceptional cost from the Customer, it will communicate the applicable amount and basis to the Customer before proceeding, wherever reasonably practicable.
Customers are strongly advised to examine the external condition of the shipment before accepting delivery.
The Customer should check for visible signs including:
Because bullion shipments are high-value consignments, the Customer should take reasonable care during receipt and immediately report any apparent delivery discrepancy in accordance with Section 24.
If a Customer receives a shipment that appears to have been:
the Customer should immediately notify Balaji Aurica Customer Support and provide all information and evidence reasonably requested.
Where applicable, the Customer should:
The applicable reporting period and documentation requirements will be determined by the applicable logistics and insurance arrangements.
Where a shipment is lost in transit, Balaji Aurica will coordinate with the designated logistics provider and, where applicable, the relevant insurer in accordance with the applicable logistics and insurance procedures.
The Customer should cooperate with any reasonable verification or documentation requirements necessary to investigate the loss and process the applicable claim.
Any resolution relating to a lost shipment will be subject to:
Where an insured transit loss or damage occurs, the applicable claim will be processed through the relevant logistics/insurance arrangement.
The Customer may be required to provide documentation or information including, where applicable:
Balaji Aurica will coordinate the process with the relevant logistics and insurance parties.
The Customer should not independently approach or make representations to the insurer unless instructed by Balaji Aurica or the relevant logistics/insurance provider.
Transit insurance is subject to the applicable insurance policy.
Insurance coverage may be affected by matters including:
The Sequel/Tata AIG insurance documentation reviewed for the current arrangement contains exclusions of this nature.
The current applicable insurance policy will prevail in determining whether a particular loss is insured.
A Customer who receives a Product that appears to differ from the Order, or who identifies a shortage or other Product discrepancy, must notify Balaji Aurica promptly.
The Customer should preserve:
Such an incident will be investigated in accordance with Balaji Aurica's internal procedures and, where applicable, the logistics and insurance procedures.
Nothing in this Shipping Policy limits any mandatory statutory remedy available to a Customer under applicable law.
Shipping procedures do not create a general right to return bullion Products.
As provided in the T&C, completed bullion transactions are generally final and binding and are not cancellable or returnable merely because a Customer changes their mind or no longer wishes to retain the Product.
However, this does not exclude or restrict any mandatory statutory remedy that may apply in cases such as:
Shipping-related exceptions must therefore be distinguished from ordinary commercial cancellation or returns.
The Customer must:
Failure to comply with these requirements may delay or prevent delivery and may affect the handling of an applicable logistics or insurance claim to the extent permitted by the applicable insurance policy and law.
Balaji Aurica may communicate shipping and delivery information through:
The Customer is responsible for ensuring that the contact information associated with the Order is accurate.
Balaji Aurica may share information necessary to fulfil an Order and arrange delivery with Sequel and other authorised logistics, technology, insurance and service providers.
Such information may include information necessary for:
The collection, use, disclosure, retention and protection of personal information are governed principally by the Balaji Aurica Privacy Policy, which should be read together with this Shipping Policy.
Delivery timelines may be affected by circumstances outside Balaji Aurica's reasonable control, including events affecting transportation, logistics infrastructure, security, communications or normal business operations.
Such circumstances may include natural disasters, floods, severe weather, strikes, riots, civil disturbances, governmental restrictions, lockdowns, elections, transportation disruption, acts of God and other events recognized under the Force Majeure provisions of the T&C.
The detailed force majeure provisions contained in the T&C shall apply.
The Sequel documentation also recognizes extraordinary events that may affect normal operations and lead times.
An estimated delivery date or timeframe is not a guaranteed delivery deadline.
A delay does not, by itself, constitute a cancellation of the Order, a breach of the underlying bullion transaction or a right to reverse a completed transaction, except where otherwise required by applicable law or expressly provided in the T&C.
Balaji Aurica will make reasonable efforts to facilitate delivery and communicate material delays where appropriate.
At present, this Shipping Policy is intended primarily for domestic deliveries within India.
International shipping, if introduced, will be subject to separate terms covering customs, duties, import/export restrictions, destination-country requirements, insurance and applicable compliance requirements.
B2B Customers may be required to comply with additional requirements applicable to business or commercial deliveries, including:
The applicable B2B logistics arrangement may impose shipment-value or service restrictions that do not apply identically to B2C shipments.
Balaji Aurica will communicate material requirements applicable to a particular B2B shipment where reasonably necessary.
B2C Customers should note that:
The applicable Sequel B2C documentation confirms that open delivery is not available and specifies a first-attempt/one-additional-free-attempt process.
Certain logistics services have shipment-value limits.
For example, the Sequel B2C e-commerce commercial documentation reviewed by Balaji Aurica currently specifies a maximum shipment value of ₹5,00,000 per shipment.
Higher-value shipments may therefore require a different service category, additional security procedures, different documentation or another logistics arrangement.
Balaji Aurica may determine the appropriate logistics method based on the value and nature of the Order.
The Customer should not assume that the delivery procedure applicable to a shipment below ₹5 lakh will necessarily apply identically to a higher-value shipment.
Balaji Aurica has entered into separate commercial and logistics arrangements with its designated logistics partners.
The Customer is not thereby made a direct party to those underlying agreements.
However, to the extent necessary to fulfil the Order, the applicable operational requirements, restrictions, delivery procedures, verification requirements, service limitations, shipment restrictions, security requirements, claims procedures and other conditions applicable to the relevant logistics service may apply to the Customer and the shipment.
This does not mean that the Customer automatically assumes Balaji Aurica's contractual payment obligations to the logistics provider.
Except for charges expressly identified under this Shipping Policy or separately communicated to and accepted by the Customer, ordinary logistics costs remain Balaji Aurica's responsibility.
Nothing in this Shipping Policy is intended to:
For questions concerning:
the Customer should contact Balaji Aurica through the customer-support channels specified on the Platform.
Customer Support —
Email: info@balajiaurica.com
Telephone: +91-852-852-35-35
Business Hours: Monday–Sunday (10:00 am to 8:00 pm)
For grievances, the Customer may also use the grievance mechanism specified in the T&C.
This Shipping Policy primarily governs delivery of Products purchased from Balaji Aurica.
Where a Customer is sending bullion or other eligible Products to Balaji Aurica for a buyback, the applicable transportation and reverse-logistics arrangements will be governed by the Balaji Aurica Buyback Policy and any specific instructions issued for that transaction.
This Shipping Policy does not override those arrangements.
Balaji Aurica may change its designated logistics partner, transportation arrangements, service categories, delivery procedures or operational processes from time to time.
Such changes will not affect an Order that has already been completed or otherwise accepted except to the extent reasonably necessary to fulfil the Order or comply with applicable law.
Balaji Aurica may update this Shipping Policy from time to time to reflect:
The version applicable to an Order will generally be the version in force when the Order is placed, unless a subsequent change is required by law or necessary to fulfil the Order.
The latest version will be made available on the Platform.
This Shipping Policy forms part of the Balaji Aurica T&C.
Matters concerning:
shall be interpreted in accordance with the T&C.
In the event of a conflict concerning a shipping or delivery matter, the more specific provision in this Shipping Policy shall apply, unless the T&C expressly provides otherwise.
Nothing in this Shipping Policy is intended to exclude, restrict or waive any right, remedy, protection or entitlement available to a Customer under applicable law that cannot lawfully be excluded or restricted by contract.
BALAJI AURICA — SHIPPING POLICY