Shipping & Delivery Policy

This Shipping & Delivery Policy ("Policy") applies to all orders placed on www.rockworthindia.com (the "Website"). The Website is owned by Rockworth Systems Furniture (India) Private Limited, a company incorporated under the Companies Act, 2013. Its registered office is at 800 West Road R1 South, Sri City, Sathyavedu Mandal, Tirupati District, Andhra Pradesh – 517646 ("Rockworth", "We", "Us", "Our", "Company").

"You", "Your", "Customer" and "User" refer to any person who browses the Website or places an order on it.

This Policy must be read together with Our Privacy Policy and Return, Refund & Cancellation Policy. It is published in line with the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020, and the Information Technology Act, 2000 and the rules made under it and any other applicable policy.

By placing an order, You confirm that You have read, understood and accepted this Policy.

Dispatch timeline

In-stock orders are dispatched within 2–3 business days of order confirmation.

Delivery timeline

Orders are normally delivered within 8–10 business days of dispatch. Remote and special-zone pin codes may take longer (see Shipping Charges and Delivery Zones).

Business days

Business days mean Monday to Friday, excluding national and public holidays.

Estimated timelines

All timelines on the Website, product pages and order confirmations are estimates; they are not guaranteed delivery dates and may change. If We expect a delay of more than 7 business days beyond the communicated estimate, We shall inform You by email, SMS or WhatsApp.

Logistics partners

Shipments are handled and delivered by Our logistics partners (appointed by Us from time to time) and by Our own or contracted freight vehicles.

Standard serviceable pin codes. No freight charge applies to orders delivered to pin codes in the following Standard Operating Zones:

• Zone 1 — Delhi NCR
• Zone 2 — North India, Metro Cities
• Zone 3 — West India
• Zone 4 — South and East India

You can check serviceability by entering Your pin code on the product page or at checkout.

Out-Station Delivery (OSD) charges

If Your pin code is outside the standard serviceable network of Our logistics partners, an OSD charge of INR 1,200 to INR 1,600 per delivery applies, based on location and shipment size. The applicable amount is shown at checkout before payment, or communicated to and accepted by You in writing before dispatch.

North-Eastern states, Jammu & Kashmir, Ladakh, Andaman & Nicobar Islands and Lakshadweep

These locations are outside Standard Delivery arrangements. Freight cost and delivery timeline are confirmed case by case before the order is processed. The order proceeds only after You accept them.

Taxes

All prices on the Website include applicable GST unless stated otherwise. A GST tax invoice is issued with every order. Business customers can enter their GSTIN at checkout to claim input tax credit.

International shipping is not available through the Website at present. For international and export enquiries, write to [email protected].

You shall receive:

• an order confirmation by email and/or SMS once the order is placed; and
• a dispatch notification.

Please give a complete and valid delivery address, landmark, pin code and a valid contact number. We cannot dispatch orders with incomplete or unverifiable details. If We cannot reach You within 3 business days, the order may be cancelled and any amount paid shall be refunded, excluding the costs incurred and the cancellation fee.

Please make sure the receiver named in the delivery address, or a person authorized by the receiver, is available at the delivery address to receive the order and confirm its delivery.

The logistics partner shall make two (2) delivery attempts. If both fail, the shipment shall be returned to Our warehouse (Return to Origin, "RTO") and the order shall be deemed to be cancelled.

If You refuse delivery at the first attempt without a valid reason, such as visible transit damage or a wrong product, the shipment shall be returned immediately, no second attempt shall be made, and the order shall be deemed to be cancelled.

For prepaid orders that are returned to origin because of failed attempts or an unjustified refusal, We shall refund the order value after deducting the actual forward and return freight along with the cancellation fee. The deduction shall be shown to You in writing.

If You want to reorder a product after a refused or RTO shipment, the new order shall be processed on a prepaid basis only.

Access and site readiness

Large items may need adequate entry, lift or staircase access. If an item cannot be delivered because the site does not allow it, We shall contact You to arrange an alternative. Additional handling charges, if any, shall be agreed with You in advance.

To protect Your right to a transit-damage claim, please follow these steps when You receive the order:

• Check the invoice against the product(s) and quantity delivered.
• Inspect all corners and surfaces of the packaging. If the outer packaging is visibly damaged, torn, wet or tampered with, mention "Received with damaged packaging", upload pictures of the damaged packaging when seeking help, and do not use the product.
• Record a continuous, unedited unboxing video that clearly shows the sealed package, the packaging slip and the product being unpacked. This is needed for any damage or missing-part claim.
• Report damage, defects or missing parts within 24 hours of delivery by writing to [email protected]. Include the order number, the invoice, photographs and the unboxing video.
• Keep the original packaging until the return/replacement window ends, or until any open claim is resolved, whichever is later.
• Installation. Do not force assembly. For installation help, write to [email protected]. Where installation is part of the order, Our technician shall schedule it after delivery.

Claims reported in line with the Delivery Inspection Instructions shall be assessed within 3 business days. Valid claims shall be resolved by replacing the item or part, repairing it, or refunding it, as set out in Our Return, Refund & Cancellation Policy.

Claims reported after the 48-hour window, or without the evidence listed in the Delivery Inspection Instructions, shall be considered case by case. Rockworth may then decline them as transit-damage claims. This does not affect Your rights under the product warranty or under the Consumer Protection Act, 2019, which cannot be waived by this Policy, but the process may be delayed.

Risk of loss or damage to the products passes to You upon delivery, when You or Your authorized representative approves of them.

Rockworth is not liable for delays or failures in delivery caused by events beyond its reasonable control. These include natural disasters, epidemics or pandemics, government orders or restrictions, strikes, riots, transport disruptions, or failures of logistics partners caused by such events. If this happens, We shall tell You about the delay and give You the option to cancel for a full refund.

Under the Consumer Protection (E-Commerce) Rules, 2020 and the Information Technology Act, 2000 and its rules, Rockworth has appointed the following Grievance Officer:

• Mr. Rishi Kumar, Grievance Officer
• Rockworth Systems Furniture (India) Private Limited, 800 West Road R1 South, Sri City, Sathyavedu Mandal, Tirupati District, Andhra Pradesh – 517646
• Email: [email protected]
• Working hours: Monday to Friday, 10:00 AM – 5:00 PM IST

Please include Your name, contact details, order number and a clear description of the grievance, with any supporting documents.

The Grievance Officer shall acknowledge Your complaint within three (3) business days of receiving it, and shall resolve or respond to it within one (1) month of receiving it.

If You are not satisfied with the resolution, You may contact the National Consumer Helpline (dial 1915 or visit consumerhelpline.gov.in), or approach the appropriate Consumer Commission under the Consumer Protection Act, 2019.

Rockworth may update this Policy from time to time. The updated version takes effect once it is published on the Website. Orders placed before an update are governed by the Policy in force on the date of the order.

This Policy is governed by the laws of India. Subject to the consumer forums available to You under the Consumer Protection Act, 2019, the courts at Tirupati, Andhra Pradesh have exclusive jurisdiction.

General queries: [email protected] | +91 81305 59187 | +91 81301 03171

Order and delivery support: [email protected]