Shipping & Delivery Policy

Effective Date: [1st October 2026]
Last Updated: [1st October 2026]

This Shipping & Delivery Policy applies to purchases made through primevetus.com and explains how orders are processed, shipped and delivered within India.

By placing an order with Primevetus, you agree to the terms of this policy.

1. Delivery Coverage

Primevetus currently offers delivery within India.

Orders are delivered to the shipping address provided by the customer during checkout.

Delivery availability may depend on the serviceability of the destination PIN code and the availability of suitable logistics services for that location.

Primevetus may restrict or decline delivery to certain locations where delivery services are unavailable, restricted or otherwise impractical.

2. Order Processing

Orders are processed after successful confirmation of payment.

Primevetus generally aims to process and dispatch orders within the estimated timeframe communicated on the website, at checkout or through applicable order communications.

Processing and dispatch times may vary depending on order volume, product availability, operational requirements, weekends, public holidays and other circumstances.

The estimated processing time does not constitute a guaranteed delivery date.

Customers may receive order and shipment-related communications at the email address or mobile number associated with their order.

3. Delivery Timelines

Delivery timelines may vary depending on the destination, logistics service, serviceability of the PIN code and other circumstances affecting transportation.

The estimated delivery timeframe applicable to an order may be displayed during checkout, on the website or in order/shipping communications.

Delivery estimates are indicative and not guaranteed unless expressly stated otherwise.

Delays may occur due to circumstances including:

  • weather conditions;
  • natural events;
  • transportation disruptions;
  • public holidays;
  • regional restrictions;
  • strikes or service interruptions;
  • high shipment volumes;
  • address or PIN-code issues;
  • unsuccessful delivery attempts;
  • events beyond the reasonable control of Primevetus; or
  • other circumstances affecting logistics operations.

Where a shipment is delayed, Primevetus may provide available tracking or delivery information and may assist the customer in accordance with the circumstances of the shipment.

4. Shipping Charges

Applicable shipping charges, if any, will be displayed during the checkout process before the customer completes the order.

Where Primevetus offers free shipping, the applicable eligibility conditions, including any minimum order value, will be communicated on the website or during checkout.

Free shipping is a delivery benefit applicable to eligible orders and does not mean that Primevetus assumes responsibility for costs arising from a customer-caused delivery failure or return to origin.

Any applicable shipping charges will be included in the order total before payment is completed.

5. Order Confirmation

After successful payment, customers may receive an order confirmation containing relevant order details.

An order confirmation indicates that the order has been successfully received and recorded. It does not necessarily mean that the order has been dispatched.

Customers should review their order confirmation and promptly contact Primevetus if they identify an apparent error in the order or delivery information.

6. Shipping and Tracking Information

Once an order has been dispatched, applicable shipment or tracking information may be provided to the customer through email, SMS, WhatsApp or other available communication channels.

Tracking information is provided through the applicable logistics service and may take some time to become active after dispatch.

Tracking updates are controlled by the relevant logistics provider and may not always update immediately.

Primevetus may assist with reasonable shipment-related enquiries based on the information available to it.

7. Delivery Address

Customers are responsible for providing accurate and complete delivery information at the time of placing an order.

This includes, where applicable:

  • full name;
  • complete shipping address;
  • apartment, house or unit details;
  • locality or area;
  • city;
  • state;
  • PIN code;
  • valid mobile number; and
  • any other information reasonably required for delivery.

Primevetus will use the delivery information supplied by the customer for fulfilment of the order.

Primevetus will not ordinarily be responsible for delivery delays, failed delivery attempts or return to origin resulting from inaccurate, incomplete or outdated information provided by the customer.

Customers should contact Primevetus as soon as possible if they identify an error in their delivery information.

Changes to the delivery address after an order has been confirmed may not always be possible.

8. Delivery Attempts

The logistics provider may make multiple delivery attempts in accordance with its operational procedures.

Customers should remain available to receive the shipment and respond to reasonable delivery-related communications where necessary.

If delivery cannot be completed after the applicable attempts, the shipment may be returned to origin.

A shipment may also be returned where the customer:

  • refuses to accept the order;
  • is repeatedly unavailable;
  • fails to respond to delivery-related communication;
  • provides an incorrect or incomplete address;
  • provides an incorrect PIN code;
  • fails to collect the shipment where collection is required; or
  • otherwise causes or contributes to the failure of delivery.

9. Return to Origin (RTO)

If an order cannot be delivered and is returned to origin, Primevetus will review the circumstances of the shipment.

Where the return to origin is attributable to the customer, any refund, if applicable, may be reduced by the applicable shipping, fulfilment and logistics costs actually incurred by Primevetus in connection with the order and its return.

Such amounts represent costs associated with an unsuccessful delivery and return process and are not intended as a penalty.

Where the return to origin occurs due to an error attributable to Primevetus or another circumstance for which the customer is not responsible, Primevetus will review the matter and determine the appropriate resolution in accordance with applicable law.

Further delivery of an RTO shipment, where available, may require confirmation of the delivery address and may be subject to applicable additional logistics costs.

For further details, customers should refer to the Refund & Returns Policy.

10. Delayed Delivery

Delivery dates and timelines communicated by Primevetus or the logistics provider are estimates unless expressly stated otherwise.

If an order is delayed beyond the expected delivery period, customers may contact Primevetus at care@primevetus.com with their order number.

Primevetus may investigate the shipment with the applicable logistics provider and provide available information regarding the status of the order.

A delay does not automatically mean that an order is considered lost.

Where a shipment is confirmed as lost in transit, Primevetus will review the order and determine the appropriate resolution in accordance with applicable law and the Refund & Returns Policy.

11. Damaged Packages at Delivery

Customers should examine the outer package, where reasonably possible, before accepting delivery.

Where the outer package appears visibly damaged, opened, tampered with or otherwise compromised, customers should, where reasonably possible:

  • note the issue with the delivery personnel;
  • record or photograph the condition of the package;
  • retain the original packaging; and
  • contact Primevetus promptly.

For product damage or delivery-condition claims, the evidence requirements set out in the Refund & Returns Policy apply.

An unboxing video may be mandatory for eligible damage, defect, wrong-product, missing-item and similar claims where the nature of the issue can reasonably be established through the opening of the package.

12. Incorrect, Missing or Damaged Products

If a customer receives:

  • an incorrect product;
  • a missing item;
  • a product damaged during transit;
  • a product with a manufacturing or product defect; or
  • another significant product issue attributable to Primevetus,

the customer should raise a claim in accordance with the Refund & Returns Policy.

Claims must generally be raised within 7 calendar days from the date shown as delivered by the applicable logistics provider, with the delivery date treated as Day 1.

Customers should retain the product, packaging and relevant shipping materials until the matter has been resolved.

Please refer to the Refund & Returns Policy for complete eligibility and evidence requirements.

13. Delivery to Third Parties

Where a customer provides an address at which another person, security desk, reception, building management or other authorised recipient accepts the shipment on the customer’s behalf, delivery to that recipient may be treated as delivery to the address provided by the customer.

Customers are responsible for ensuring that the delivery address and receiving arrangements are suitable for accepting the shipment.

14. Serviceability and Delivery Restrictions

Certain locations may have limited or unavailable delivery service due to logistics restrictions, geographical limitations, security restrictions, natural conditions or other operational circumstances.

Where an address is found to be non-serviceable after an order has been placed, Primevetus may contact the customer to determine whether an alternative delivery arrangement is possible.

If delivery cannot reasonably be completed, the order may be cancelled or returned to origin, and the applicable refund will be handled in accordance with the circumstances and applicable policies.

15. Force Majeure and Circumstances Beyond Reasonable Control

Primevetus will not ordinarily be responsible for delays or failures caused by circumstances beyond its reasonable control, including but not limited to:

  • natural disasters;
  • severe weather;
  • floods, earthquakes or other natural events;
  • war, civil disturbance or government restrictions;
  • strikes or widespread transportation disruptions;
  • significant logistics network disruptions;
  • public health emergencies;
  • technical or infrastructure failures; or
  • other circumstances that materially affect fulfilment or transportation.

Where such circumstances affect an order, Primevetus may take reasonable steps to minimise the impact and complete delivery when circumstances permit.

16. Customer Responsibility

Customers are responsible for:

  • providing accurate delivery information;
  • ensuring the delivery address is accessible and serviceable;
  • being available to receive the shipment or arranging an appropriate recipient;
  • responding to reasonable delivery-related communications; and
  • promptly reporting delivery or shipment issues to Primevetus.

Failure to meet these responsibilities may result in delayed delivery, unsuccessful delivery attempts or return to origin.

17. Shipping Policy and Refund & Returns Policy

This Shipping & Delivery Policy should be read together with Primevetus’s Refund & Returns Policy.

The Shipping & Delivery Policy explains the delivery process and related responsibilities, while the Refund & Returns Policy governs eligibility and procedures relating to cancellations, returns, replacements and refunds.

In the event of an issue concerning a delivered or undelivered order, the applicable policy will be interpreted together with the circumstances of the order and applicable Indian law.

18. Changes to This Policy

Primevetus may update this Shipping & Delivery Policy from time to time to reflect changes in its operations, products, logistics arrangements, delivery coverage, applicable law or business requirements.

The updated version will be published on the website with the revised effective or update date.

The version applicable to an order will generally be the version in effect at the relevant time, subject to applicable law.

19. Governing Law and Jurisdiction

This Shipping & Delivery Policy shall be governed by and construed in accordance with the laws of India.

Any dispute arising out of or relating to this Policy or a transaction with Primevetus shall be subject to the jurisdiction of the competent courts or other forums having jurisdiction in accordance with applicable Indian law.

20. Contact Us

For shipping, delivery or order-related assistance, please contact:

Primevetus
Operated by Ignis India Enterprises

Customer Care: care@primevetus.com
General Enquiries: hello@primevetus.com

Please include your order number and relevant details when contacting us regarding an order.