Shipping Policy

MAWELL ZAP

SHIPMENT POLICY

Last Updated: 10 October 2026

This Shipment Policy ("Policy") outlines the terms and conditions governing the shipment and delivery of Products.

This Policy applies to all orders placed with Maruthi Venkatasai Foods Pvt Ltd, a company incorporated under the applicable laws of India, having its registered office at COMMERCIAL PORTIONS, H NO. 7-1/G6, 2/1A & 2/1B, SY NO 111/PART, Bahadurpally, Hyderabad, Telangana – 500043, India (hereinafter referred to as "MAWELL ZAP", "Company", "us", "our" or "we"), by you ("User", "Buyer", "you" or "your") through the website www.mawellzap.com and MAWELL ZAP mobile application (collectively referred to as the "Platform").

Any capitalised terms used herein and not explicitly defined shall have the same meaning as defined in the Terms and Conditions of MAWELL ZAP, as amended from time to time.

We may modify this Policy from time to time. Any such changes will be reflected on the Platform and shall become effective from the date specified in the updated Policy, subject to Applicable Laws. If you do not agree to the terms contained in this Policy, you are advised to discontinue using the Platform. Users are encouraged to regularly review this Policy for updates.

I. SHIPMENT

(i) We aim to provide the best customer experience by managing deliveries through our own delivery personnel and vehicles and/or partnering with third-party logistics service providers ("Logistics Partners") to handle your Orders efficiently and ensure a hassle-free experience in receiving Products purchased from the Platform. We make all commercially reasonable endeavours to ensure that Products are delivered in a timely manner.

(ii) You agree and understand that we reserve the right to ship and deliver Products through our own delivery operations or through Logistics Partners and other authorized third-party service providers, at our discretion.

(iii) Upon receipt and acceptance of an Order, we will use our best endeavours to deliver the Products to the delivery address and designated recipient specified in the Order or Delivery Note. For the avoidance of doubt, the designated recipient may be a person authorized by the Buyer to receive the Shipment.

(iv) The User may be provided with an estimated timeline for delivery of Products purchased through the Platform. Such estimated timeline may be communicated through the Order confirmation page, mobile application, SMS, WhatsApp, telephone call or other communication channels used by the Company.

(v) Once an Order is placed and accepted on the Platform, we will process the Order and arrange for dispatch through our delivery operations or Logistics Partners. The User may check the Order status through the Platform where such functionality is available or contact Customer Support for delivery-related information.

(vi) We may obtain the signature, acknowledgment or other appropriate proof of delivery from the recipient of the Shipment. The User hereby authorizes us to contact the User through telephone calls, SMS, WhatsApp or other communication methods for transactional purposes, including Order confirmation, delivery coordination and Shipment-related updates.

(vii) The Consignee is required to behave professionally and respectfully with the delivery associates, employees, agents and Logistics Partners of MAWELL ZAP. Any misbehaviour, unprofessional conduct, verbal abuse, physical abuse, harassment or threatening behaviour is prohibited and shall be considered a violation of the Terms and Conditions. MAWELL ZAP reserves the right to take appropriate action, including restricting or suspending access to the Platform, subject to Applicable Laws.

(viii) We endeavour to engage delivery personnel, employees, agents and Logistics Partners who maintain high standards of ethics, integrity, professionalism and competence. While we take reasonable measures to ensure proper delivery operations, certain actions of third-party delivery personnel may be beyond our direct control. Any issues arising during delivery may be reported to our Customer Support team for appropriate investigation and resolution. Our responsibility for the acts or omissions of delivery personnel and Logistics Partners shall be determined in accordance with Applicable Laws and our contractual obligations.

(ix) MAWELL ZAP currently provides delivery services within selected areas of Hyderabad, Telangana, subject to serviceability and operational availability. At the time of placing an Order, Users may be required to provide their delivery address and PIN code to verify whether delivery services are available in their area. If the requested delivery location falls outside our recognized delivery network, MAWELL ZAP may be unable to process or fulfill the Order.

(x) You agree and acknowledge that, to facilitate timely delivery of purchased Products, we may collect information including your name, business name, shipping address, billing address, landmarks and contact details. You shall ensure that all information submitted to us is true, complete, accurate and sufficient to identify the delivery location. MAWELL ZAP shall not be responsible for delivery failures or delays directly attributable to incorrect, incomplete or insufficient information provided by the User, except to the extent otherwise required by Applicable Laws.

II. SHIPPING COST AND CHARGES

(i) We reserve the right to charge or collect shipping fees on Products from time to time. Shipping charges may vary based on Order value, Product type, quantity, weight, delivery location, payment mechanism and other relevant operational factors.

Any applicable shipping or delivery charges shall be communicated to the User before Order confirmation or otherwise agreed with the Buyer.

Where delivery services are provided by Logistics Partners, MAWELL ZAP may collect applicable shipping and delivery fees in accordance with its arrangements with such Logistics Partners.

In the event that shipping fees are charged for the delivery of purchased Products, such fees may be non-refundable where the Products have been successfully delivered and a return is subsequently requested for reasons not attributable to MAWELL ZAP.

However, shipping fees may be refunded where defective, damaged, expired or incorrect Products are delivered for reasons attributable to MAWELL ZAP, subject to verification and the applicable Return and Refund Policy.

You acknowledge and accept that the risk associated with Products shall pass to you upon delivery of the purchased Products, subject to Applicable Laws and the agreed terms of sale. Transfer of ownership shall be governed by the applicable Terms and Conditions and payment arrangements.

III. CASH-ON-DELIVERY

At the time of placing an Order, if the User chooses the "Cash-on-Delivery" option, where available, MAWELL ZAP shall collect the amount payable for the Order at the time of delivery of Products to the Consignee.

Where such payments are collected by an authorized third-party service provider, the third party shall collect and remit the payment in accordance with its agreement with MAWELL ZAP and Applicable Laws.

Cash-on-Delivery transactions shall be subject to applicable limits, restrictions and reporting requirements prescribed under Indian law, including relevant provisions of the Income-tax Act, 1961, as applicable.

MAWELL ZAP reserves the right to restrict or decline Cash-on-Delivery for particular Orders where required by Applicable Laws, operational limitations or legitimate business considerations.

IV. INSPECTION UPON DELIVERY

Upon receipt of the Shipment, the User agrees to inspect the Products for visible damage, defects, incorrect Products, expired Products or other apparent discrepancies.

Any such issue should be reported to MAWELL ZAP Customer Support promptly and within the applicable reporting period specified in the Return and Refund Policy.

The manner of reporting damaged, defective, expired or incorrect Products and the applicable return or replacement procedure shall be governed by the MAWELL ZAP Return and Refund Policy, available on the Platform.

V. DELAY IN DELIVERY

While we make reasonable endeavours to ensure that purchased Products are delivered in a timely manner and within the estimated timeline communicated to you, you accept and acknowledge that delivery may be delayed on account of:

(i) Logistical issues beyond our reasonable control;

(ii) Unsuitable weather conditions;

(iii) Political disruptions, strikes, lockdowns, employee lockouts or civil disturbances;

(iv) Acts of God, including floods, earthquakes, storms and other natural disasters;

(v) Government restrictions, road closures, transportation disruptions or regulatory requirements;

(vi) Other unforeseeable circumstances beyond our reasonable control.

In such events, we shall make reasonable attempts to inform you of the delay through your registered mobile number, SMS, WhatsApp, telephone call or other available communication channels.

MAWELL ZAP shall not be liable for delays caused solely by circumstances beyond its reasonable control, except where liability arises under Applicable Laws or agreed contractual obligations.

Where delivery cannot reasonably be completed, the Company shall take appropriate steps to resolve the affected Order, including rescheduling, cancellation or refund, as applicable.

VI. GRIEVANCE MECHANISM

(i) The User may submit any grievance relating to the Platform, Shipment, delivery services, delivery personnel or discrepancies concerning the processing of information to the Company through the contact details provided below.

We will endeavour to resolve grievances and concerns within the timelines prescribed under Applicable Laws.

(ii) GRIEVANCE OFFICER

Grievance Officer
Maruthi Venkatasai Foods Pvt Ltd

COMMERCIAL PORTIONS, H NO. 7-1/G6, 2/1A & 2/1B, SY NO 111/PART, Bahadurpally, Hyderabad, Telangana – 500043, India.

Phone: +91 9154386686

Email: help@mawellsupermart.com

VII. CUSTOMER SUPPORT

For any questions, complaints or assistance relating to shipment, delivery, Order status or other services, Users may contact MAWELL ZAP Customer Support.

Company: Maruthi Venkatasai Foods Pvt Ltd

Customer Support Email: mvsretailpvtltd@gmail.com

Support Contact Number: +91 9154386686

Website: www.mawellzap.com

Support Channel: Buyers may contact the MAWELL ZAP customer support team through the contact information provided above or through available support options on the Platform.

MARUTHI VENKATASAI FOODS PVT LTD

MAWELL ZAP — B2B Wholesale Grocery Platform

GSTIN: 36AAQCM5019G1ZA

Registered Office: Bahadurpally, Hyderabad, Telangana – 500043, India.

End of Shipment Policy