Effective date: 5 July 2026 Version: 2.0 Operator: Craftolin ("Craftolin", "we", "us", "our") Principal place of business: Gopal Nagar, Malkajgiri, Hyderabad, Telangana 500047, India
1. Status of this Policy
1.1 This Policy forms part of, and is incorporated into, the Terms and Conditions. Capitalised terms have the meaning given to them in those Terms.
1.2 This Policy should be read together with the Marketplace Policy and the Refund Policy.
2. Craftolin Does Not Deliver
2.1 Craftolin is an intermediary. It provides no shipping, courier, freight, warehousing, or logistics service, holds no stock, and takes no possession of any Product.
2.2 Delivery of every Product is arranged and effected by the Partner, whether directly or through a courier or delivery agent of the Partner's own choosing, upon terms agreed directly between the Partner and the Customer.
2.3 Craftolin gives no guarantee, warranty, or assurance as to delivery, delivery timing, or the condition of any Product upon delivery.
3. Delivery Coverage Declared by Partners
3.1 Each Partner declares in its profile the geographic scope within which it is willing to deliver, which may comprise delivery within its own city, within its state, or throughout India, together with an estimated delivery time for each such scope.
3.2 Coverage declarations and estimated times are supplied by the Partner and are displayed for information. They are indicative only and do not constitute a representation by Craftolin.
3.3 A Partner should not accept a Requirement that it is unable to fulfil within its declared coverage and stated timelines. Clause 11 of the Partner Agreement applies.
4. Delivery Information Supplied by Customers
4.1 At the Requirement stage. When submitting a Requirement, a Customer supplies the delivery city, the PIN code, and the required delivery date. These values are typed by the Customer. Craftolin does not collect satellite or device location data.
4.2 After the Agreement Code is verified. The Customer is then required to supply the delivery address line, a landmark where applicable, a contact telephone number, and optionally a contact email address. The address line and telephone number are mandatory, and an Order cannot be created until they are supplied.
4.3 These particulars are disclosed to the Partner concerned for the purpose of effecting delivery, and are carried onto the Order record.
4.4 A Partner may use those particulars solely to fulfil and deliver the Order concerned, and may disclose them to a courier or delivery agent only to the extent necessary for that purpose. Clause 9 of the Partner Agreement applies.
4.5 A Customer is responsible for the accuracy and completeness of the delivery particulars supplied. Craftolin is not responsible for a failed or misdirected delivery arising from inaccurate particulars.
5. Delivery Estimates
5.1 Each Listing displays an estimated delivery window, expressed as a minimum and maximum number of days, set by the Partner.
5.2 Where a Partner has indicated that same-day delivery is available for a Listing, that indication applies only within the Partner's own city and is subject to the Partner's acceptance and capacity.
5.3 Actual delivery timelines are agreed between the Customer and the Partner and may differ from the displayed estimate, particularly in respect of custom, personalised, or made-to-order Products.
6. Order Status and Tracking
6.1 The Platform records an Order's progress through the statuses Accepted, In Progress, Out for Delivery, and Completed. Those statuses are updated by the Partner.
6.2 Order statuses are indicative and depend upon the Partner keeping them current. The Platform does not provide, and does not integrate with, any real-time courier tracking service, and does not generate or hold any tracking number, waybill, or consignment note.
6.3 The Partner's contact particulars are disclosed to the Customer upon creation of the Order, simultaneously with the disclosure of the Customer's delivery details to the Partner, in order that the parties may coordinate delivery directly.
7. Delivery Charges
7.1 Any delivery, shipping, packing, or handling charge is determined by the Partner and forms part of the consideration agreed between the Partner and the Customer.
7.2 Craftolin does not set, quote, collect, process, or receive any delivery charge.
7.3 A Customer should confirm whether the agreed price is inclusive or exclusive of delivery charges before communicating the Agreement Code.
8. Delays, Damage, and Non-Delivery
8.1 Responsibility for delivery, and for any delay, damage in transit, partial delivery, misdelivery, or non-delivery, rests with the Partner and with any courier or delivery agent engaged by the Partner, subject to Applicable Law.
8.2 A Customer experiencing a delivery problem should raise it directly with the Partner without undue delay, using the contact particulars disclosed through the Platform.
8.3 Craftolin may, without obligation, furnish the Order records that it holds in order to assist resolution, but is not liable for any delivery outcome. The Disclaimer and Limitation of Liability applies.
8.4 Refund and replacement matters arising from a delivery failure are governed by the Refund Policy and by Applicable Law.
9. Risk and Title
9.1 Risk in, and title to, a Product pass from the Partner to the Customer in accordance with the contract between them and with the Sale of Goods Act, 1930. Craftolin at no stage holds title to or risk in any Product.
10. Contact
10.1 For assistance, contact support@craftolin.com. Complaints are acknowledged within twenty-four hours and disposed of within fifteen days, in accordance with the Support and Contact Policy.