General

1.1 Reliance Retail Limited, having its registered office at 3rd Floor, Court House, Lokmanya Tilak Marg, Dhobi Talao, Mumbai–400002, Maharashtra, India, India (“Reliance”, “we”, “us” or “our”) is managing and operating the website, and mobile or tablet applications www.tirabeauty.com (collectively referred to as “tira”, or “website”, or “app”), through which inter alia facilitate the sale and purchase of various beauty and personal care products (“products”) to the Customer (“Customer” or “user” or “users” or “you” or “your”).

1.2. Only persons who can enter into legally binding contracts as per the Indian Contract Act, 1872, i.e. persons who are 18 years of age or older, are of sound mind, and are not disqualified from entering into contracts by any law, can use and access tira. If you are a minor i.e. under the age of 18 years, you may use tira only with the involvement of a parent or guardian.

1.3. This delivery and shipping policy (“policy”), together with the Terms and Conditions and other policies on the website sets out our policies and procedures for the delivery and shipping of products purchased on tira.

1.4. We provide shipping and delivery of our products all over India. We aim to provide the best customer experience for you by tying up and partnering with leading logistics service providers to handle your order in the best possible way and to ensure that you have a hassle-free experience in receiving the products that you have ordered from the website. We make all commercially reasonable endeavours to ensure that the products are delivered to you in a timely fashion.

Applicability Of Policy

2.1. By using tira and/or initiating a request for the purchase of products on the website, you agree to be bound by the terms contained in this policy without modification. If you do not agree to the terms contained in this policy, you are advised not to transact on tira. Please note that we may from time to time change the terms of the policy that govern your procedures towards delivery and shipping of products purchased on tira. Every time you wish to use tira, please check the policy to ensure you understand the terms and conditions that apply at that time.

Terms Of Shipping and Delivary

3.1. We partner with third party logistic service providers in order to effectuate product shipping and delivery to you (“logistic partner”). We shall provide the details of the logistic partner which will be responsible for processing the shipping and delivery of any products purchased by you on tira until such product is processed and successfully handed over to you by the logistic partner by us. Our standard dispatch timelines range from between 1 to 4 business days (excluding Saturday and Sunday) from the date of order of the product by you on the website. The user may be provided with an estimated timeline for the delivery of the products purchased on tira. This estimated timeline shall be notified to the user on the order confirmation page displayed at the time the order is confirmed by us. We will also share details about your orders pursuant to their dispatch on the e-mail ID and/or mobile number provided by you/ registered with us. You agree and understand that though we effectuate product delivery to the users through our logistic partner, we reserve the right to ship and deliver the products on our own without engaging any logistic partner or third party service providers.

3.2. You agree and understand that though we endeavour to ship and deliver our products all across India, we may, in our sole discretion determine a select list of areas that are unserviceable for the delivery of products, from time to time. We or our logistic partner do not provide shipping and delivery services in such unserviceable areas and may not process your orders on tira in such cases. In the event an area has been deemed unserviceable by us, we shall notify such users at the time of placing an order for the purchase of products on tira. You may also verify whether an area is unserviceable for deliveries by us by entering the relevant area pin-code on the website.

3.3. You agree and acknowledge that to effectuate timely delivery of the purchased products to you we may inquire or collect specific information like your name, shipping address, billing address, landmarks, contact details, etc. You shall ensure that all information that is submitted by you to us on the website is true, complete, accurate and sufficient to identify the actual place of delivery. You understand and agree that you shall bear absolute liability in case of any failure by us in delivering the purchased products due to your failure to provide correct, complete, sufficient and accurate information at the time of placing the order. It is further clarified that we shall not be liable in any manner and at any point in time due to your failure to provide correct and complete information to enable us to execute a successful delivery of the products.

3.4. We wish to ensure secure delivery through a one-time password (“OTP”) for all the products shipped to you. To receive secure delivery of your consignment, an OTP will be sent to your registered email address and mobile number, after the item is dispatched for onward delivery. You will be asked to share the OTP with the logistic partner so that he is able to enter it on their device. Once the correct OTP is entered, the logistic partner will deliver the package to you. If you are unable to locate the OTP at the time of delivery, the logistic partner can resend it to your registered mobile number on your request. Your OTP is valid until the end of the delivery day.

3.5. We will attempt to deliver the purchased products to your designated address within the estimated timeline of delivery notified to you. In the event you are not available or present to accept the delivery of the product, our logistic partner will make a maximum of three (3) attempts to deliver the purchased products to you. If the third delivery attempt is unsuccessful and you continue to remain unavailable, we reserve the right to cancel the order of the purchased products at our sole discretion and the product will be sent back to its original source. We further reserve the right to deduct the shipping and delivery charges borne by us while processing any refunds subsequent to such cancellation.

3.6. While we make reasonable endeavours in ensuring that purchased products are delivered to you in a timely manner and within the timeline notified to you, you accept and acknowledge that the delivery may be delayed on account of:
a. Logistical issues beyond our control.
b. Unsuitable weather conditions.
c. Political disruptions, strikes, employee lockouts, etc.
d. Acts of God such as floods, earthquakes, etc.
e. Other unforeseeable circumstances.

3.7. In such events of delay, we shall make a reasonable attempt to inform you by writing to your email ID and/or mobile number registered with us. We disclaim all liabilities that may arise on account of our failure to inform or notify you of delays in the delivery of purchased products on tira. Further, we shall be under no obligation to compensate you for any claim that may otherwise arise on account of delay in the shipment or delivery or use of the purchased products.

3.8. We endeavour to engage logistic partner, employees, and agents with the highest regard for ethics and integrity; and behave in a fashion that exudes thorough professionalism, competence and good mannerism. You agree and acknowledge that the actions and inactions of delivery individuals are not in our control, and it is not possible for us to monitor and observe each delivery executive. Since we are merely facilitating the delivery of products purchased by you, we shall not be liable for any acts or omissions on part of our delivery agents, employees, or personnel and/ or the logistic partner or their employees, agents, or personnel including deficiency in service, wrong delivery of products, time taken to deliver the product, product package tampering, etc. For the sake of abundant clarity, it is stated that any ill-mannerism, impoliteness, discourtesy or offensiveness shown by our delivery executives or the employees, agents, or personnel of the logistic partner is beyond our control and any issue arising between you and our delivery executive or an employee, agent, personnel of the logistic partner will have to be resolved by you, independently. You agree and acknowledge that you will not hold us responsible or require us to settle, mediate or resolve any disputes between you and the delivery personnel delivering the products to you.

3.9. Once you place an order on tira, we process such an order, your products are inspected for a thorough quality check to ensure the products are in perfect condition, and then it is packed and handed over to our trusted logistic partner. The user will receive a unique tracking identity number once the purchased products are handed over to the logistic partner, which will enable the user in tracking the status of delivery of the purchased products. The user may use the tracking identity number on the website or the website and/or the mobile application of the logistic partner to check the status and location of the purchased products and their estimated time of delivery. Our customer service team coordinates with the logistic partner to ensure that the products are delivered to you at the earliest and make all reasonable efforts in ensuring that the logistic partner updates the tracking status of the purchased products on a real-time basis. It is clarified that we engage third party service providers to effectuate deliveries of the products and hence, we do not guarantee the accuracy or correctness of the tracking status and the status may be subject to inconsistencies arising out of time-lags in updating the information and/ or other technical difficulties which are not in our control.

3.10. We reserve the right to charge or collect shipping fees on products from time to time. Shipping charges may vary based on the value of the product, type of product, area of delivery, payment mechanism, etc. You agree that we are authorized to collect, on behalf of the logistic partner, the shipping and delivery fees for the delivery service provided by the logistic partner. In the event we charge a shipping fee for the delivery of purchased products, such shipping fees will not be refunded by us pursuant to any return request raised by you. However, we may make exceptions and refund the shipping fees in the event a defective, damaged, deficient or incorrect product (for reasons attributable to, and accepted by us after due verification in our sole discretion) has been delivered. You acknowledge and accept that the title and risk of all products ordered by you shall pass on to you upon the delivery of the purchased products to you. You agree that the logistic partner is authorized to collect cash on our behalf for ‘cash on delivery orders and shall be governed by the Fees and Payment Policy.

3.11. Return of chased products is facilitated through our reverse-logistic partner. On receipt of the request for the return of products on tira and the same being duly acknowledged by us, our reverse-logistic partner shall get in touch with you in order to collect the purchased products from you. We process returns and exchanges of purchased products in accordance with our Cancellation, Return and Refund Policy.

Express Delivery Policy

4.1. General

4.1.1. This Express Delivery Policy (“Policy”), read together with the Terms and Conditions and other applicable policies available on the Tira website and application, governs the terms, conditions, and procedures relating to the Express Delivery service (“Express Delivery”) offered by Reliance Retail Limited (“Reliance”, “we”, “us” or “our”) through its online platform, www.tirabeauty.com and the associated mobile and tablet applications (collectively, “tira”, or “platform”).

4.1.2. The Express Delivery service is designed to provide certain products to you (“Customer” or “user” or “users” or “you” or “your”) within two (2) days from the time of order confirmation, subject to availability, serviceable geographies, and operational feasibility. We make all commercially reasonable endeavours to ensure that the products are delivered to you in a timely fashion.

4.2. Applicability Of Policy

4.2.1. By using tira and/or initiating a request for the purchase of products under Express Delivery, you agree to be bound by the terms contained in this Policy without modification. If you do not agree to the terms contained in this Policy, you are advised not to transact on Tira.

4.2.2. Please note that we may from time to time change the terms of this policy that govern your procedures towards delivery of products purchased under Express Delivery. Every time you wish to use Tira, please check the Policy to ensure you understand the terms and conditions that apply at that time.

4.3. Terms Of Express Delivery

4.3.1. Service Availability and Coverage

4.3.1.1. The Express Delivery service is available only in select pin codes within designated geographies. You will be able to verify the availability of Express Delivery by entering your pin code at the time of placing the order. We reserve the right to modify or update the serviceable geographies from time to time.

4.3.1.2. The “two (2) day delivery” commitment shall apply strictly subject to the following eligibility conditions:
a. Express Delivery shall be applicable only on selected products which are explicitly marked as “Express Delivery Eligible” on the product detail page at the time of placing the order. Products not so marked shall not qualify for Express Delivery..
b. The service shall be available only for orders where the delivery pin code falls within our predefined Express Delivery serviceable zones.
c. Express Delivery shall be available only during the operational hours notified on the website/app from time to time. Orders placed outside the operational hours will not qualify for Express Delivery and will instead be processed under the standard delivery timelines.
d. The service is further subject to slot availability and logistic/courier partner capacity at the time of order. In periods of high demand, festivals, sales, promotional events, or due to operational constraints, the availability of Express Delivery may be restricted, suspended, or limited.

4.3.1.3. We reserve the right, at our sole discretion, to amend or withdraw the eligibility conditions, geographic coverage, or product categories applicable to Express Delivery at any time. Any such updates shall be displayed on the website/app and shall apply to all orders placed after such updates are made effective.

4.3.1.4. You acknowledge and agree that the Express Delivery service is offered on a reasonable effort basis only. While we endeavour to deliver within two (2) days where all eligibility conditions are satisfied, we do not represent or warrant that such timelines shall be met in every case, and no communication, advertisement or representation shall be construed as an unconditional guarantee of such delivery.

4.3.2. Charges

4.3.2.1. Delivery charges, if any, applicable to the Express Delivery service shall be clearly displayed to you on the order confirmation page prior to checkout.

4.3.2.2. The charges for Express Delivery may differ from the standard delivery charges applicable to regular orders placed on Tira.

4.3.2.3. We reserve the right, at our discretion, to revise, modify or update the delivery charges for Express Delivery from time to time. Any such revised charges shall be duly disclosed on the platform and shall apply only to orders placed after such revision.

4.3.2.4. By proceeding with checkout, you acknowledge and agree to the applicable Express Delivery charges displayed to you at the time of placing the order.

4.3.2.5. Once an Express Delivery order is placed, the applicable delivery charges, if any, shall be non-refundable, even if only a part of the order is delivered.

4.3.3. Order Acceptance and Delivery Timeline

4.3.3.1. The delivery timeline for Express Delivery shall commence only upon successful payment authorisation and order confirmation, and not at the time of cart placement or checkout initiation.

4.3.3.2. Tira shall endeavour to complete delivery within two (2) days from the time of order confirmation, subject always to service eligibility conditions. However, you acknowledge and agree that the timeline is indicative only and shall not constitute a guarantee. Delivery may be impacted by factors beyond our reasonable control, including but not limited to traffic conditions, weather, containment zones, strikes, courier delays, operational constraints, or technical errors.

4.3.3.3. In the event of a delay beyond the stipulated time period:
a. The order shall continue to be processed and delivered within a reasonable period in accordance with our
Shipping and Delivery Policy; and
b. No waiver of delivery charges, refund of fees, or performance-based claims shall be entertained unless expressly provided for under a specific promotional campaign communicated by Tira at the time of placing the order.

4.3.3.4. Save as expressly modified under the Policy, the placement, processing, and fulfilment of all orders shall be governed by and carried out in accordance with the Shipping and Delivery Policy.

4.3.4. Real Time Tracking

4.3.4.1. Customers shall receive a real-time tracking link via SMS/email upon order dispatch.

4.3.4.2. In case of failed tracking updates or delivery ambiguities, customers are encouraged to contact Tira Customer Support promptly.

4.3.5. Cancellation

4.3.5.1. Cancellations under Express Delivery shall be permitted only until the order has been prepared for dispatch. Once an order has been prepared for dispatch, you shall not be entitled to cancel the order, and no refund shall be processed in such case.

4.3.5.2. Tira reserves the right to cancel any Express Delivery order, in whole or in part, at its discretion, including but not limited to the following circumstances:
a. Unavailability of the selected product(s);
b. Inaccurate, incomplete, or unserviceable PIN code;
c. Suspected fraud, abuse of service, or breach of platform usage policies.

4.3.5.3. the event of a cancellation initiated by Tira, the full order amount shall be refunded to the original payment method within seven (7) business days, subject to applicable banking timeline

4.3.5.4. We process returns and exchanges of purchased products in accordance with our
Cancellation, Return and Refund Policy.

4.3.6. Delivery Failure and Reattempts

4.3.6.1. In the event that delivery under Express Delivery fails due to reasons attributable to you (including but not limited to provision of an incorrect or incomplete address, unavailability at the designated delivery location, or failure to respond to verification or delivery calls), Tira may, at its sole discretion and subject to operational feasibility, make one (1) reattempt to complete the delivery within the service parameters.

4.3.6.2. If reattempt is not possible, or if the reattempt also fails, the order shall stand cancelled, and the following shall apply:
a. The order amount shall be refunded to the original payment method within five (5) to seven (7) business days, subject to applicable banking timelines, after deduction of applicable shipping or handling charges (if any);

4.3.7. Returns and Exchanges

4.3.7.1. Due to the nature of the Express Delivery service and hygiene considerations associated with cosmetic and personal care products, most products delivered under this service shall be non-returnable once accepted by you.

4.3.7.2. Returns shall only be permitted at the time of delivery and only under the following limited circumstances:
a. The product delivered is materially damaged, broken, or leaking;
b. The product delivered is past its expiry date;
b. An incorrect item, variant, or quantity has been delivered (including but not limited to wrong shade, size, or pack).

4.3.7.3. Certain categories of products shall be deemed non-returnable for Express Delivery irrespective of condition, unless otherwise mandated by law. These include, without limitation:
a. Opened or unsealed personal care or cosmetic products;
b. Products falling under health, hygiene, or intimate use categories;

4.3.7.4. Any eligible issue under Clause 3.7.2 must be immediately reported to the delivery personnel at the time of delivery and substantiated with photographic or video evidence. If such evidence is not furnished at the time of delivery, the delivery shall be deemed accepted in good condition

4.3.7.5. Once the delivery has been accepted by you (i.e., post-handover by the delivery personnel), no returns, replacements, or exchanges shall be permitted under this service model, save and except as required under applicable law (including mandatory obligations to take back defective goods under the Consumer Protection Act, 2019).

4.3.7.6. Refunds, where applicable, shall be processed to the original mode of payment within five (5) to seven (7) business days, subject to applicable banking timelines.

4.3.7.7. The return, refund, and cancellation framework set out in the Policy applies specifically to Express Delivery orders and shall be read in conjunction with Tira’s Shipping and Delivery Policy and Cancellation, Return and Refund Policy. In the event of any inconsistency, the provisions of the Policy shall prevail for all Express Delivery orders.

4.3.8. Refund

4.3.8.1. In the event that a return is approved at the point of delivery in accordance with Clause 3.7 above, the refund shall be affected as follows:
a. Prepaid Orders: The refund shall be credited to the original mode of payment within seven (7) working days, subject always to the processing timelines of the relevant payment gateway, bank, or financial institution;

4.3.8.2. Where an order is cancelled by Tira pursuant to Clause 3.5, the refund of the entire order value shall be processed to the original mode of payment without any requirement for further action by you.

4.3.8.3. Where an order is cancelled by you in accordance with Clause 3.5, the refund (if applicable) shall be processed in accordance with the timelines and procedures set out under Tira’s Cancellation, Return and Refund Policy.

4.3.9. Liability

4.3.9.1. Tira and its authorised delivery partners shall not, under any circumstances, be liable for:
a. any delay in delivery caused by factors beyond Tira’s reasonable control, including but not limited to traffic disruptions, weather conditions, containment measures, courier delays, strikes, or technical failures;
b. any indirect, incidental, special, or consequential losses or damages, including loss of profit, arising from non-delivery within the two-day delivery window; or
c. failure of delivery attributable to your act or omission, including but not limited to provision of an incorrect address, unavailability at the delivery location, or failure to respond to delivery attempts.

4.3.9.2. In the event of operational failure (including, without limitation, system downtime, courier network disruption, or unforeseen technical impediments), the two-day delivery commitment shall stand temporarily suspended until normal operations are restored.

4.3.10. Modification and Withdrawal

4.3.10.1. Tira reserves the right, at its sole discretion, to:
a. modify, suspend, or withdraw the Express Delivery service, whether in part or in whole, at any time and without liability; and
b. amend, update, or revise the terms of the Policy from time to time, without prior notice.

4.3.10.2. You are advised to review the most recent version of this policy, as may be updated from time to time, prior to placing an order.