SHIPPING, DELIVERY & CANCELLATION POLICY

At TRENBEE, we aim to provide a smooth and transparent shopping experience. This Shipping, Delivery & Cancellation Policy explains our order processing, dispatch, delivery, cancellation and related procedures for orders placed through our website.

By placing an order with TRENBEE, you acknowledge and agree to the terms set out below:

1. ORDER PROCESSING & DISPATCH

• Orders placed before 3:00 PM IST, Monday to Saturday, are generally processed and dispatched on the same business day, subject to product availability and successful order/payment verification.
• Orders placed after 3:00 PM IST are generally processed and dispatched on the next business day.
• Our warehouse operates Monday to Saturday, excluding public holidays and other officially declared holidays.
• Dispatch timelines may vary depending on the product, stock availability, order verification, destination or other operational circumstances.
• Orders, once placed, cannot be cancelled. Order modifications may not be possible once an order has been processed, packed or handed over to the courier partner.
• Dispatch timelines are estimates and may be affected by circumstances beyond TRENBEE's reasonable control.

2. PRODUCT-SPECIFIC DISPATCH TIMELINES

• Certain products may have a specific dispatch timeline mentioned on their respective product page.
• Products marked “Prebook” will be dispatched according to the estimated timeline displayed on the product page at the time of purchase.
• The dispatch timeline applicable to a product is the timeline specifically communicated on its product page.
• If an order contains multiple products with different dispatch timelines, the order may be dispatched together based on the applicable timeline or in separate shipments, depending on operational feasibility.
• Customers are advised to review the product page and dispatch information before placing an order.

3. DOMESTIC SHIPPING — INDIA

TRENBEE ships orders across serviceable locations in India.

Estimated delivery timelines after dispatch are generally:

• Delhi NCR: Same day or next day for eligible products and serviceable PIN codes.
• Major Metro Cities: Approximately 1–2 business days after dispatch.
• Rest of India: Approximately 3–4 business days after dispatch.

These timelines are estimates and may vary depending on:

• Destination and PIN code;
• Courier network and operational capacity;
• Weather conditions;
• Public holidays;
• Natural events or other disruptions;
• Regulatory or governmental restrictions;
• Transportation or logistical disruptions; and
• Other circumstances beyond TRENBEE's reasonable control.

The delivery timeline begins from the date of dispatch and not from the date the order is placed, unless specifically stated otherwise.

4. SHIPPING CHARGES

• Applicable shipping charges, if any, will be displayed at checkout before the order is placed.
• Any applicable express delivery, COD or other service-related charges will be communicated at checkout or during the relevant order process.
• Shipping charges may vary depending on the destination, delivery service selected, order value, promotional offers or other applicable conditions.
• Where applicable, return or reverse-pickup charges will be communicated to the customer at the time the return process is initiated.

5. ORDER TRACKING

• Once an order is dispatched, tracking information may be shared through SMS, email and/or WhatsApp, using the contact details provided by the customer.
• Customers can use the tracking information provided to monitor the shipment status.
• Tracking updates are dependent on the courier partner's system and may not always update in real time.
• In case of a delay in tracking updates, customers may contact TRENBEE customer support for assistance.

6. SHIPPING DELAYS & EXCEPTIONAL CIRCUMSTANCES

TRENBEE makes reasonable efforts to dispatch and deliver orders within the timelines communicated to customers. However, certain circumstances may result in delays beyond TRENBEE's reasonable control.

These may include, but are not limited to:

• Natural disasters or severe weather;
• Floods, earthquakes, fires or other natural events;
• Political or civil disturbances;
• Government restrictions or regulatory actions;
• Geopolitical situations;
• War, conflict or disruptions affecting transportation routes;
• International transit disruptions;
• Customs clearance delays;
• Import/export restrictions;
• Courier or logistics network disruptions;
• Transportation delays;
• Strikes or labour disruptions;
• Public holidays or unforeseen operational disruptions; and
• Other force majeure or exceptional circumstances.

For imported products, international transit, customs clearance, regulatory requirements and other cross-border processes may affect the estimated delivery or dispatch timeline.

For products where the product page states:

Country of Origin: PRC

the order is subject to applicable international transit, customs, logistics and other cross-border processes.

As a commercial policy, orders for such products are non-cancellable and non-refundable

Where a delay or issue arises due to circumstances beyond TRENBEE's reasonable control, TRENBEE will make reasonable efforts to assist the customer and provide available updates.

7. Delivered but Not Received

• If your tracking status shows “Delivered” but you have not received your order:
• You must contact TRENBEE within 3 days (72 hours) from the date the shipment is marked as delivered.
• Contact us through:
  Email: support@trenbee.com
  WhatsApp: +91 99107 90125
• TRENBEE will coordinate with the relevant courier partner and assist with the investigation.
• Claims reported after 3 days of the shipment being marked as delivered may not be accepted or approved.

8. DAMAGED, SHORT OR INCORRECT DELIVERY

Customers must inspect the parcel and products upon delivery.

Parcel Opening Video Requirement

For any claim relating to a missing item, damaged product, incorrect product, short shipment, wrong size/colour, tampering or any other discrepancy, customers are required to record a continuous, uncut and unedited parcel-opening video from the moment the sealed parcel is received until the parcel is completely opened and all contents are shown.

The video should clearly capture:

• The sealed parcel from all sides before opening;
• The shipping label and relevant order details;
• The condition of the outer packaging before opening;
• Any visible damage, tampering, tears, holes or irregularities;
• The complete opening of the parcel without cuts, edits, pauses or breaks;
• All products and contents received; and
• The products from all relevant angles so that their condition, size, colour and other identifying details can be verified.

The parcel-opening video may be required to establish the condition and contents of the shipment at the time of delivery.

In the absence of a clear, continuous and unedited parcel-opening video, TRENBEE may be unable to independently verify the condition or contents of the parcel at the time of delivery and may, decline a claim for return, exchange, replacement, refund or other resolution.

TRENBEE may also request additional photographs, videos, packaging material, shipping labels, tags, product details or other information reasonably required to investigate the claim.

Customers should report any missing, damaged, incorrect or short-delivery issue to TRENBEE as per the policy 

9. COD ORDER VERIFICATION

To protect customers and TRENBEE against fraudulent, unauthorised or incorrect orders:

• COD orders may be subject to verification before processing.
• TRENBEE may make up to three verification attempts using the contact details provided with the order.
• If the customer cannot be reached through the registered contact number, TRENBEE may send a verification message through SMS or WhatsApp.
• If an order cannot be successfully verified, TRENBEE may cancel or decline to process the order.
• TRENBEE may decline or cancel an order where there is a legitimate operational or security concern, including suspected fraud, unauthorised activity, invalid or altered verification details, product unavailability, non-serviceable delivery location, misuse of an offer or other reasonable circumstances affecting order fulfilment.

10. DELIVERY ADDRESS

• Each order can be shipped to one delivery address only.
• Items from the same order cannot be split and delivered to multiple addresses.
• Orders will be shipped to the delivery address provided by the customer at the time of placing the order.
• Customers are responsible for providing complete and accurate delivery information, including name, address, PIN code and contact number.
• TRENBEE will not be responsible for delays, failed delivery or additional delivery attempts resulting from an incorrect, incomplete or inaccurate address or contact information provided by the customer.
• Address changes may be requested before the order is processed; however, changes cannot be guaranteed.
• Once an order has been processed, packed, dispatched or handed over to the courier partner, an address change may no longer be possible.

11. FAILED DELIVERY & COD REFUSAL

Customers are responsible for being available to receive their orders.

A shipment may be returned or delivery may fail where:

• The recipient is unavailable;
• The delivery address is incorrect or incomplete;
• The customer refuses to accept the shipment;
• The customer is unreachable;
• The delivery location is inaccessible or non-serviceable;
• Repeated delivery attempts are unsuccessful; or
• Any other circumstance prevents successful delivery.

Where available, additional re-delivery charges may apply if delivery fails due to circumstances attributable to the customer.

Repeated COD refusal, repeated non-acceptance of COD shipments or a pattern of failed COD deliveries may result in TRENBEE restricting or removing COD availability for future orders, subject to applicable law.

INTERNATIONAL SHIPPING POLICY

12. INTERNATIONAL ORDERS

TRENBEE may offer international shipping to selected countries and serviceable locations.

• International delivery timelines are estimates and may vary depending on the destination, customs procedures, courier network, transportation and other factors.
• International orders may be subject to customs clearance and import procedures in the destination country.
• International orders are shipped on a DDU (Delivered Duty Unpaid) basis unless otherwise expressly stated.
• The customer is responsible for applicable customs duties, import taxes, VAT/GST-equivalent taxes, customs clearance charges, local handling charges, government charges and other destination-country charges applicable to the shipment.
• TRENBEE does not control the amount or timing of customs duties, taxes or other government-imposed charges.
• Customers are responsible for ensuring that the products ordered are permitted to be imported into their destination country.

13. CUSTOMS DUTIES & TAXES — INTERNATIONAL ORDERS

For international shipments:

• Customs duties, import taxes, VAT/GST-equivalent charges and other government or courier charges may apply.
• Such charges are generally payable by the customer unless expressly stated otherwise by TRENBEE.
• Customs authorities may inspect, hold, delay or assess shipments in accordance with the laws and procedures of the destination country.
• TRENBEE does not guarantee the amount of customs duties or taxes payable on an international shipment.
• Refusal or failure to pay applicable customs charges may result in the shipment being delayed, returned, abandoned or otherwise handled in accordance with the applicable courier and customs procedures.

14. INTERNATIONAL DELIVERY & SIGNATURE

• International shipments may require a signature or acknowledgement upon delivery depending on the courier, destination and delivery service.
• A shipment may be accepted by the customer or by another person authorised to receive deliveries at the provided delivery address.
• Once a shipment is accepted by the customer or an authorised recipient at the delivery address, TRENBEE may treat the shipment as successfully delivered, subject to applicable law.
• Customers should ensure that a trusted person is available to receive the shipment where required.

15. INTERNATIONAL FAILED DELIVERY

If an international shipment cannot be delivered because of an incorrect address, recipient unavailability, refusal to accept the shipment, failure to pay applicable customs charges, failure to complete customs formalities or any other reason attributable to the customer:

• The shipment may be returned to the sender or otherwise handled by the courier/customs authorities.
• Additional re-delivery, return, customs, storage or handling charges may apply where applicable.
• Such charges may be payable by the customer where they arise due to circumstances attributable to the customer.
• TRENBEE will make reasonable efforts to assist with the available courier process but cannot control customs or destination-country procedures.

16. INTERNATIONAL DELIVERED-BUT-NOT-RECEIVED CLAIMS

For international orders marked as delivered but not received:

• Customers should notify TRENBEE as soon as possible and preferably within 3 working days of the delivery status.
• TRENBEE may initiate an investigation with the relevant courier partner.
• Customers may be required to provide additional information or documentation to assist the investigation.
• Resolution will depend on the courier investigation, delivery records and other available evidence.

17. COURIER PARTNERS

• TRENBEE may use different courier and logistics partners depending on the destination, serviceability, delivery speed, product type and operational requirements.
• TRENBEE may change the courier partner used for an order without prior notice.
• Courier delivery timelines are estimates and may vary depending on the courier network and circumstances affecting the shipment.

18. NON-SERVICEABLE LOCATIONS

• Delivery is subject to PIN code and location serviceability.
• If a location is found to be non-serviceable, TRENBEE may contact the customer to provide an alternative delivery option, where available.
• If no suitable delivery option is available, the order may be cancelled and any applicable refund will be processed in accordance with the applicable refund policy and payment method.
• TRENBEE reserves the right not to accept or process orders for locations where delivery cannot reasonably be completed.

19. COUPONS & PROMOTIONAL OFFERS

• All coupons, promotional codes, discounts and offers are subject to their respective terms and conditions.
• The applicable discount will be reflected in the order value at the time of purchase.
• Promotional discounts are not ordinarily separately refundable or convertible into cash.
• Where a refund is applicable, the refundable amount will generally be calculated with reference to the amount actually paid by the customer for the relevant order/product, subject to the applicable refund policy and applicable law.
• Coupons or promotional benefits may not be reinstated after cancellation, return or refund unless specifically stated otherwise.

CANCELLATION POLICY

20. ORDER CANCELLATION — INDIA

Orders, once placed, cannot be cancelled. This applies to both prepaid and Cash on Delivery orders. Your rights under applicable consumer law remain unaffected.

21. REVIEW YOUR ORDER

Please carefully review the product, size, colour, quantity, delivery address and other order details before placing your order. Return and exchange eligibility is governed by our applicable return and exchange policies.

22. INTERNATIONAL PREPAID ORDERS

• International prepaid orders are non-cancellable once placed.
• TRENBEE does not provide voluntary cancellation for international prepaid orders after the order has been successfully placed and payment has been received.
• Customers are advised to carefully review the product details, quantity, size, colour, delivery address and applicable international shipping/customs information before completing payment.
• Requests to cancel or modify an international prepaid order may not be accepted once the order has been placed.
• This restriction is subject to any cancellation, return, refund, replacement or other remedy that may be required under applicable law.

23. GRIEVANCE REDRESSAL

TRENBEE is committed to addressing customer concerns in a timely manner.

Grievance Officer

Name: Shalini Saluja
Designation: Grievance Officer
Email: escalations@trenbee.com

Customer Support

Email: support@trenbee.com
WhatsApp: +91 99107 90125

Customers may contact us regarding complaints, delivery issues, order-related concerns, cancellation requests or other grievances.

Complaints will be acknowledged within 48 hours of receipt and will be addressed/redressed within the applicable period prescribed under the Consumer Protection (E-Commerce) Rules, 2020.

Where applicable, a complaint reference or ticket number may be provided to enable the customer to track the status of the complaint.

24. CUSTOMER RESPONSIBILITIES

Customers are responsible for:

• Providing accurate name, address, PIN code and contact details;
• Reviewing product information, size, colour, dispatch timeline and applicable product-specific information before placing an order;
• Being available to receive the shipment;
• Accepting COD orders placed by them;
• Recording the required parcel-opening video for any delivery discrepancy;
• Promptly reporting damaged, missing, incorrect or short-delivery issues;
• Paying applicable customs duties, taxes and destination-country charges for international orders;
• Providing accurate information during COD verification; and
• Following the applicable terms and conditions associated with coupons, promotions and special offers.

25. POLICY UPDATES

TRENBEE reserves the right to update, modify or amend this Shipping, Delivery & Cancellation Policy from time to time to reflect changes in our operations, services, applicable laws, regulatory requirements or business practices.

The version of the policy applicable to an order will generally be the version in effect at the time the order is placed, subject to applicable law.

CONTACT US

For any shipping, delivery, cancellation or order-related assistance:

TRENBEE
Customer Support: support@trenbee.com
WhatsApp: +91 99107 90125

Grievance Officer: Shalini Saluja
Email: escalations@trenbee.com