Terms & Conditions

1. Agreement to Terms

These Terms & Conditions ("Terms") govern your access to and use of the Shopbraze website (shopbraze.com), platform, storefront technology, logistics integrations, marketing tools, and related services (collectively, the "Services") operated by Shopbraze, located at Plot 14, Sector 104, Noida, Uttar Pradesh, India.

By accessing our website, registering as a Seller, or purchasing from a Shopbraze-powered storefront as a Customer, you agree to these Terms. If you do not agree, do not use the Services.

2. Scope of Business & Role of Shopbraze

Shopbraze is a technology platform and growth services provider for direct-to-consumer (D2C) brands. Our Services include:

• One-page checkout and storefront hosting for Sellers.
• Logistics aggregator integrations (e.g., Shiprocket, Rapidshyp, NimbusPost) and shipping rate optimisation.
• Performance marketing, analytics, and P&L reporting tools.
• WhatsApp Business API integration for order and customer communications.
• Consulting, onboarding, and operational support for Sellers.

Important: Shopbraze is not the seller of products listed on individual Seller storefronts unless explicitly stated otherwise on a specific listing. Each Seller is an independent merchant responsible for their product descriptions, pricing, inventory, legal compliance, and customer obligations. Shopbraze facilitates transactions and provides infrastructure but does not take title to goods sold by Sellers.

3. Seller Terms

3.1 Eligibility & onboarding

Sellers must provide accurate business information during onboarding. A one-time onboarding fee may apply as stated on our pricing page; onboarding fees are non-refundable unless otherwise agreed in writing.

3.2 Seller responsibilities

• Maintain accurate product listings, images, pricing, and stock availability.
• Comply with applicable laws including GST, consumer protection, and e-commerce rules.
• Define and honour their own return, refund, and warranty policies (see Section 6).
• Fulfil orders within stated timelines and respond to customer queries promptly.
• Pay applicable platform fees, logistics charges, and marketing costs as per their agreement with Shopbraze.

3.3 Platform fees

Fee structures (e.g., percentage on delivered orders, marketing spend, logistics pass-through) are communicated during onboarding and may be updated with reasonable notice. Continued use of the platform after fee changes constitutes acceptance.

4. Customer Terms

When you purchase from a Shopbraze-powered storefront, you enter into a contract with the Seller, not Shopbraze, for the sale of goods. Shopbraze provides the checkout, payment routing, and order management infrastructure.

You agree to provide accurate delivery and contact information. Orders are subject to acceptance by the Seller and product availability. Shopbraze is not liable for product quality, defects, or misrepresentation by Sellers beyond our role as platform operator.

5. Shipping Policy

Shipping is handled through Shopbraze's integrated logistics partners on behalf of Sellers. The following applies to orders placed on Shopbraze-powered storefronts:

5.1 Serviceability

We service 29,000+ pincodes across India through our aggregator network. Serviceability for a specific pincode is confirmed at checkout. Remote or restricted areas may have extended timelines or limited COD availability.

5.2 Processing & dispatch

• Orders are typically processed within 1–3 business days after confirmation, unless the Seller specifies otherwise on the product page.
• Sellers are responsible for packaging quality and accurate weight declaration. Weight disputes are resolved per courier aggregator policies.

5.3 Delivery timelines

• Standard delivery: approximately 3–7 business days for metro and Tier 1 cities after dispatch.
• Tier 2/3 and remote locations: approximately 5–10 business days after dispatch.
• Timelines are estimates and may vary due to weather, festivals, courier delays, or force majeure events.

5.4 Shipping charges

Shipping fees (if any) are displayed at checkout. Free shipping promotions are set by individual Sellers. Shopbraze passes through courier charges as per negotiated aggregator rates.

5.5 Cash on Delivery (COD)

COD availability depends on order value, pincode serviceability, and Seller settings. Shopbraze and its logistics partners may decline COD orders that fail risk checks. Daily COD remittance to Sellers is subject to aggregator settlement cycles.

5.6 Tracking & notifications

Once dispatched, you will receive tracking details via WhatsApp (see Section 7), SMS, or email where applicable. You can track shipment status using the AWB/tracking number provided.

5.7 Failed delivery (NDR)

If delivery fails due to incorrect address, customer unavailability, or refusal, the courier may attempt re-delivery per aggregator policy. Repeated failed attempts may result in return-to-origin (RTO). RTO shipping charges may be borne by the Customer or Seller per the Seller's policy.

5.8 Lost or damaged shipments

Claims for lost or transit-damaged packages must be raised within 48 hours of reported delivery or expected delivery date. Resolution is subject to courier investigation and the Seller's policy. Shopbraze will assist in coordinating with logistics partners but final liability rests with the Seller and applicable courier terms.

6. Returns, Refunds & Cancellations

Returns and refunds are governed by the individual Seller's policy. Shopbraze provides the technology to process returns where configured by the Seller, but Shopbraze does not unilaterally decide return eligibility for Seller products.

6.1 General principles

• Each Seller sets their return window (commonly 7–15 days from delivery for eligible categories), return conditions, and refund method.
• Product-specific policies (e.g., non-returnable innerwear, personalised items, perishables) are displayed on the Seller's storefront where provided.
• Refunds, once approved by the Seller, are typically processed within 5–10 business days to the original payment method or as store credit, per Seller policy.

6.2 Common return conditions (Seller-dependent)

• Items must be unused, unworn, with original tags and packaging intact.
• Return shipping may be free or paid by the Customer depending on the reason for return (defect vs. change of mind) and Seller policy.
• Exchange may be offered at the Seller's discretion.

6.3 Order cancellation

• Orders may be cancelled before dispatch by contacting the Seller or via support channels provided at checkout.
• Post-dispatch cancellation is treated as a return and subject to Seller policy.
• COD orders cancelled before dispatch incur no charge. Prepaid cancellations receive refunds per Seller policy.

6.4 How to initiate a return or refund

Contact the Seller using the support details on your order confirmation, WhatsApp thread, or email receipt. You may also reach Shopbraze at support@shopbraze.com for assistance routing your request to the Seller.

6.5 Shopbraze platform fees

Platform and onboarding fees paid by Sellers to Shopbraze are separate from Customer refunds and are non-refundable unless stated in a written agreement.

7. WhatsApp Business API Messaging

By providing your mobile number during checkout or customer support, you consent to receive WhatsApp messages from Shopbraze or the Seller via the WhatsApp Business Platform. Messages include:

• Order and payment confirmations.
• Shipping, tracking, delivery, and NDR updates.
• Cart recovery reminders (where permitted).
• Customer support replies related to your orders.

Messages are sent using approved WhatsApp templates. Standard messaging rates from your mobile operator may apply. Reply STOP to opt out of non-essential messages. Transactional messages necessary for order fulfilment may continue where permitted.

See our Privacy Policy for details on how WhatsApp-related data is handled.

8. Intellectual Property

Shopbraze's website, platform, logos, software, and content are owned by Shopbraze or its licensors. Sellers retain ownership of their product content and brand assets. You may not copy, modify, or reverse-engineer our platform without written consent.

9. Prohibited Conduct

You may not use the Services to sell counterfeit goods, violate intellectual property rights, engage in fraud, spam, or unlawful activity, or attempt to disrupt platform security. We reserve the right to suspend accounts that violate these Terms.

10. Disclaimers

The Services are provided "as is" and "as available." Shopbraze does not warrant uninterrupted or error-free operation. We are not responsible for third-party services (couriers, payment gateways, Meta/WhatsApp) beyond reasonable integration efforts.

Product descriptions, images, and claims on Seller storefronts are the responsibility of the respective Seller. Shopbraze does not independently verify all Seller listings.

11. Limitation of Liability

To the maximum extent permitted by law, Shopbraze's total liability for any claim arising from the Services shall not exceed the fees paid by the claiming party to Shopbraze in the three (3) months preceding the claim. Shopbraze is not liable for indirect, incidental, or consequential damages, including lost profits, arising from Seller actions, courier delays, or product defects.

12. Indemnification

Sellers agree to indemnify Shopbraze against claims arising from their products, content, legal non-compliance, or breach of these Terms. Customers agree to indemnify Shopbraze against claims arising from misuse of the platform or fraudulent orders.

13. Governing Law & Disputes

These Terms are governed by the laws of India. Courts in Noida, Uttar Pradesh shall have exclusive jurisdiction, subject to applicable consumer protection laws that may provide alternate forums for Customers.

14. Changes to Terms

We may modify these Terms at any time. Updated Terms will be posted on this page with a revised "Last updated" date. Material changes affecting Sellers will be communicated via email or platform notice where practicable.

15. Contact

Shopbraze
Plot 14, Sector 104
Noida, Uttar Pradesh, India
Email: support@shopbraze.com