Shipping & Damages Policy

This policy legally governs the dispatch, transit liability, and damage claim procedures for all materials purchased through the Lucent Pour platform. By placing an order, you agree to these operational terms.

1. Dispatch & Delivery Logistics

• Operating Schedule: Standard order processing and dispatch operations run Monday through Friday from 11:00 AM to 5:00 PM, and Saturday from 11:00 AM to 2:00 PM.
• Transit Timelines: Estimated delivery dates are provided by third-party logistics partners. We do not guarantee exact delivery dates. Commercial delays caused by severe weather, national logistics network failures, or remote pin-code limitations are explicitly outside of our liability.

2. Transfer of Liability & Risk

• FOB Origin: Risk of loss, liability for weather damage, and title for all materials pass entirely to the buyer the exact moment the inventory is handed over to our courier partners or heavy-freight dispatchers.
• Courier Negligence: TLH Services Private Limited is not financially liable for inventory lost, stolen, or damaged while in the custody of third-party shipping carriers. We will, however, assist commercial buyers in providing necessary documentation to file claims with the carrier.

3. Commercial Bulk Freight Receiving (25kg & 50kg)

• Immediate Inspection: B2B buyers receiving wholesale sacks or palletized freight must physically inspect the outer packaging before signing the delivery manifest.
• POD Documentation: Any visible tearing, moisture exposure, or pallet damage must be explicitly written on the courier’s Proof of Delivery (POD) receipt.
• Mandatory Unloading Video Requirement: To validate any bulk freight claim, commercial buyers must record a continuous, uncut video of the unloading and unboxing process. The video must start with a close-up of the freight shipping label and intact pallet wrap, zoom out to show the complete unloading process, and clearly capture the condition of the individual bulk bags. Claims submitted without this video evidence will be immediately rejected.
• 24-Hour Reporting Window: Commercial freight damage claims must be submitted to our corporate support line within 24 hours of receiving the goods. Claims without POD documentation and video evidence, or submitted after 24 hours, will be automatically dismissed.

4. Retail Damage & Shortage Claim Protocol (400g to 4.5kg)

• 48-Hour Window: For retail and prototyping pouches, claims for missing or compromised items must be submitted within 48 hours of the carrier marking the package as “Delivered.”
• Mandatory Unboxing Video Requirement: To validate any claim for damages or missing items, the buyer must provide a continuous, uncut unboxing video. The video must strictly begin with a clear, close-up shot of the intact shipping label, then zoom out to capture the breaking of the package seals and the complete unboxing process. Claims submitted without this specific, continuous video evidence will be immediately rejected.
• Evidentiary Submission: Along with the unboxing video, buyers must submit clear photographic evidence showing the compromised product packaging and unbroken batch numbers. Discarding the damaged packaging before claim resolution immediately voids the claim.
• Resolution Limitations: Approved claims will be resolved via material replacement. We do not issue cash refunds for transit-damaged chemical compounds.

5. Unclaimed Shipments & RTO (Return to Origin)

• Buyer Responsibility: It is the buyer’s responsibility to ensure a recipient is available at the provided delivery address.
• Failed Delivery Fees: If a shipment is returned to our Gurugram facility due to an incorrect address provided by the buyer, or failure to accept delivery after multiple courier attempts, the buyer is strictly responsible for all re-shipping fees.
• No Refunds on RTO: Due to the risk of moisture exposure during prolonged return transits, we do not issue refunds for RTO chemical shipments.