Shipping policy

Shipping and Delivery Policy

EastCoast Fresh Groceries LLP
Website: https://theeastcoastfresh.com
Effective Date: 30 July 2026

This Shipping and Delivery Policy explains how EastCoast Fresh Groceries LLP (“EastCoast Fresh,” “we,” “us” or “our”) processes and delivers orders placed through our website.

By placing an order on https://theeastcoastfresh.com, the customer agrees to this policy.

1. Delivery Locations

EastCoast Fresh delivers to selected serviceable locations and postal codes displayed or accepted during checkout.

Delivery availability depends on:

  • Customer location and postal code

  • Distance from our fulfilment location

  • Item availability

  • Nature of the items ordered

  • Availability of delivery partners

  • Delivery capacity and operational conditions

Acceptance of an order does not guarantee delivery if the address is outside our serviceable area or cannot be safely accessed. If a prepaid order cannot be delivered, the customer will be informed and an appropriate refund or alternative resolution will be provided.

2. Delivery of Perishable Items

Perishable items may be procured, processed, packed and dispatched according to the selected or available delivery schedule.

Delivery of perishable items may depend on:

  • Procurement time

  • Quality and availability

  • Processing and preparation requirements

  • Temperature and storage requirements

  • Transportation schedules

  • Weather and traffic conditions

If a perishable item does not meet our quality requirements before dispatch, we may remove it from the order, offer a suitable substitute with the customer’s approval, arrange delivery on another date or issue an applicable refund.

3. Delivery of Non-Perishable Items

Non-perishable items will normally be delivered with the rest of the order.

In certain cases, items may be delivered separately because of:

  • Different availability

  • Packaging requirements

  • Different fulfilment locations

  • Transportation or operational requirements

The customer will be informed where an order requires multiple deliveries or a material change in the delivery schedule.

4. Delivery Dates and Time Slots

Available delivery dates and time slots may be displayed during checkout or communicated after order confirmation.

All delivery dates and time slots are estimates and not absolute guarantees.

Delivery may occur earlier or later than the selected time because of:

  • Procurement or processing requirements

  • Traffic congestion

  • Weather conditions

  • Transportation disruption

  • Vehicle breakdown

  • High order volume

  • Local restrictions

  • Incorrect or incomplete customer information

  • Circumstances beyond our reasonable control

EastCoast Fresh will make reasonable efforts to deliver within the communicated schedule and inform the customer of a significant delay where reasonably possible.

5. Same-Day and Next-Day Delivery

Same-day or next-day delivery may be available for selected items, locations and order times.

Availability depends on:

  • The time the order is placed

  • Procurement and stock availability

  • Processing requirements

  • Delivery capacity

  • Customer location

  • Operational conditions

Orders placed after the applicable cut-off time may be moved to the next available delivery schedule.

6. Pre-Order and Scheduled Items

Certain items may be offered for pre-order or delivery on a specified date.

A pre-order will be delivered according to the schedule displayed on the product page, during checkout or in the order communication.

Pre-order delivery may be rescheduled if:

  • The item is unavailable during procurement.

  • The available quality does not meet our standards.

  • Transportation is delayed or cancelled.

  • Weather or operational conditions prevent timely delivery.

  • Circumstances beyond our reasonable control arise.

If the order cannot be fulfilled within a reasonable period, the customer may be offered a revised delivery date, substitute, store credit with consent or refund.

7. Delivery Charges

Delivery charges, if applicable, will be displayed during checkout or communicated before order confirmation.

Delivery charges may depend on:

  • Delivery distance

  • Order value

  • Delivery location

  • Selected delivery type

  • Third-party delivery rates

  • Demand and availability

  • Special handling requirements

Free-delivery offers may be subject to:

  • A minimum order value

  • Selected delivery locations

  • Specific delivery dates or slots

  • Eligible products

  • Promotional terms

  • Availability of delivery capacity

If the order value falls below the free-delivery threshold after cancellation, modification or refund of an item, the applicable delivery charge may be adjusted where disclosed and legally permitted.

8. Third-Party Delivery Services

EastCoast Fresh may use authorised third-party delivery providers to fulfil an order.

Third-party delivery charges may vary based on distance, demand, location and market conditions. Any customer-payable charge will be disclosed before confirmation wherever reasonably possible.

EastCoast Fresh remains responsible for addressing genuine delivery complaints relating to orders placed through our website, subject to this policy and applicable law.

9. Order Processing and Dispatch

Order processing may include:

  • Payment verification

  • Item procurement

  • Quality checking

  • Cleaning or processing, where selected

  • Sorting

  • Packing

  • Route planning

  • Assignment to a delivery representative

Dispatch times may vary depending on the nature of the order.

Once an order has entered procurement, processing, packing or dispatch, cancellation or modification may not be possible, particularly for perishable or specially prepared items.

10. Order Tracking

Where available, tracking information may be shared through the website, SMS, WhatsApp, email, telephone or the delivery provider’s tracking system.

Tracking information is an estimate and may not always reflect the delivery representative’s exact location or arrival time.

Customers should not share payment passwords, UPI PINs, card PINs or OTPs with anyone claiming to provide delivery support.

11. Customer’s Delivery Responsibilities

The customer must provide:

  • Full and correct delivery address

  • Correct postal code

  • Valid and reachable phone number

  • Building, landmark, floor or access information where required

  • Any reasonable delivery instructions

  • An authorised person to receive the order

The customer should remain available during the communicated delivery period.

EastCoast Fresh will not be responsible for delays or failed delivery caused by incomplete, inaccurate or outdated customer information.

12. Address Changes

A delivery-address change may be requested before dispatch.

Once an order has been dispatched, an address change may not be possible. If accepted, the customer may be required to pay additional delivery charges.

EastCoast Fresh may cancel or reschedule the delivery if the new address is outside our serviceable area.

13. Delivery to an Authorised Recipient

An order may be received by:

  • The customer

  • A family member

  • An employee or colleague

  • Building security

  • Reception staff

  • Another person authorised by the customer

Delivery to an authorised recipient or location specified by the customer will be treated as successful delivery.

EastCoast Fresh will not ordinarily be responsible for loss, mishandling or deterioration after successful delivery to the customer or their authorised recipient.

14. Contactless Delivery

Contactless delivery may be provided where requested and operationally possible.

If the customer asks us to leave an order at the door, reception, security desk or another unattended location, the order will be considered delivered once placed at that location and the customer is informed.

The customer accepts responsibility for the order after such delivery.

15. Inspection at Delivery

Customers should inspect the outer packaging and verify the number of packages at the time of delivery wherever reasonably possible.

Any visible damage, leakage or shortage should be reported immediately to the delivery representative and customer support.

Quality issues that cannot reasonably be identified at the time of delivery must be reported within the period stated in our Return, Replacement and Refund Policy.

16. Delivery Delays

A reasonable delivery delay will not automatically make the order eligible for cancellation or a full refund.

If the delay materially affects the condition, safety or usability of an item, the customer may submit a complaint with supporting photographs or videos.

EastCoast Fresh will review the complaint and may provide a replacement, refund, store credit with consent or another appropriate resolution.

17. Failed Delivery

A delivery may be considered unsuccessful if:

  • The customer or recipient is unavailable.

  • The customer cannot be contacted.

  • The delivery address is incorrect or incomplete.

  • Access to the delivery location is denied.

  • The customer refuses a correct and deliverable order.

  • The customer requests an unsupported address change after dispatch.

  • Delivery cannot be completed safely.

Where reasonably possible, we may attempt redelivery. Additional delivery charges may apply.

A refund may not be available for a perishable item where delivery fails because of the customer’s unavailability, refusal, incorrect address or failure to provide reasonable access.

Genuine exceptional circumstances will be reviewed individually.

18. Refusal of Delivery

The customer should not refuse an order solely because of a minor delay, natural variation or minor packaging variation when the items remain correct, safe and suitable for delivery.

The customer may refuse an order where:

  • The package is materially damaged.

  • There is visible leakage or contamination.

  • The order appears unsafe.

  • The delivered order is materially different from the confirmed order.

  • The delivery representative demands an unauthorised payment.

The customer should immediately contact EastCoast Fresh customer support and provide photographs or videos where possible.

19. Missing or Incorrect Items

Missing or incorrect items must be reported within the complaint period specified in our Return, Replacement and Refund Policy.

The customer should provide:

  • Order number

  • Registered phone number

  • Name of the missing or incorrect item

  • Photographs of the delivered items and packaging

  • Any other reasonably requested information

After verification, EastCoast Fresh may arrange redelivery, replacement, refund, store credit with consent or another appropriate resolution.

20. Weather and Transportation Disruptions

Delivery may be delayed, rescheduled or cancelled because of:

  • Heavy rain, flooding or extreme weather

  • Flight, train or road-transport disruption

  • Traffic restrictions

  • Public events or local disturbances

  • Government restrictions

  • Strikes or service interruptions

  • Other circumstances beyond our reasonable control

We will make reasonable efforts to inform affected customers.

If delivery cannot be completed within a reasonable period, EastCoast Fresh may offer a revised delivery date, substitute with approval, refund or store credit with the customer’s consent.

21. Packaging and Handling

Items will be packed using suitable packaging based on their nature and delivery requirements.

Customers should place perishable or temperature-sensitive items into appropriate storage immediately after delivery.

EastCoast Fresh will not ordinarily be responsible for deterioration caused by:

  • Delayed unpacking

  • Improper storage after delivery

  • Exposure to heat or sunlight

  • Failure to follow storage instructions

  • Mishandling after successful delivery

This does not affect claims relating to an item that was already damaged, spoiled, unsafe or unfit at the time of delivery.

22. Shipping Restrictions

EastCoast Fresh may refuse, restrict or reschedule delivery where:

  • The address is outside our serviceable area.

  • Delivery would be unsafe or unlawful.

  • The item cannot be transported safely to the location.

  • The delivery route is unavailable.

  • Required delivery details are incomplete.

  • Operational or legal restrictions apply.

Any eligible prepaid amount for an unfulfilled order will be refunded according to our Return, Replacement and Refund Policy.

23. Refund of Delivery Charges

Delivery charges may be refunded where:

  • The complete prepaid order is cancelled by EastCoast Fresh.

  • The order cannot be delivered because of an error attributable to EastCoast Fresh.

  • A refund is required under applicable law.

Delivery charges may not be refunded where:

  • Delivery was successfully completed.

  • Only one item from a larger order is refunded.

  • Delivery failed due to incorrect customer information.

  • The customer was unavailable.

  • The customer refused a correct and deliverable order.

  • A third-party delivery service was separately requested and used by the customer.

Each situation will be reviewed according to its facts and applicable law.

24. Force Majeure

EastCoast Fresh will not be responsible for delay or failure caused by circumstances beyond reasonable control, including natural disasters, extreme weather, government action, public disturbance, transportation shutdowns, strikes, power failures, internet failures or other unavoidable events.

We will make reasonable efforts to communicate with affected customers and provide an appropriate resolution.

25. Contact and Delivery Support

For delivery updates, address corrections, missing items, delivery complaints or related assistance, customers should contact EastCoast Fresh through the customer-support details published on:

EastCoast Fresh Groceries LLP
Website: https://theeastcoastfresh.com

Please provide the order number, registered phone number and a clear description of the request or issue.

26. Consumer Rights

Nothing in this policy excludes, limits or restricts any right or remedy available to a customer under applicable Indian law.

27. Changes to This Policy

EastCoast Fresh Groceries LLP may update this Shipping and Delivery Policy to reflect changes in delivery locations, operational practices, charges, services or applicable legal requirements.

The updated policy will be published on https://theeastcoastfresh.com with the revised effective date.

The policy in effect when the order is placed will generally govern that order.