KOOVERS – BASIC SHIPPING POLICY

1. Purpose

The purpose of this policy is to define the standard process for dispatch, transportation and delivery of products ordered by Koovers customers, ensuring timely, safe and traceable movement of goods.

2. Scope

This policy applies to all customer orders dispatched from Koovers HUBs / CONNECTs to customers across India.

3. Order Processing & Fulfillment

• All customer orders must be received and logged through Koovers DMS (Both Web & Mobile) / CRM App.
• Orders will be processed only after confirmation of product availability, customer eligibility and applicable commercial terms.
• Orders will be picked and packed as per the approved order.
• Any shortage, back-order or part substitution should be communicated to the concerned sales team/customer before dispatch wherever applicable.

4. Shipping / Transport Mode

• Standard Shipping: Dispatched via approved transporters or courier partners. Selection is based on location, shipment size, value, and cost-efficiency.
• Express Shipping: Urgent shipments require appropriate management approval before being sent via premium or express transport.
• Consolidation: Koovers reserves the right to consolidate multiple shipments to the same destination where commercially viable.

5. Freight Charges

Freight terms must be explicitly defined during customer onboarding or within the commercial agreement:

• Freight Paid: Transportation costs are borne entirely by Koovers.
• Freight To Pay: Transportation costs are collected from the Customer upon delivery.
• Special Arrangements: Any deviation from standard freight terms requires prior written approval from the authorized Business or Regional Head.

6. Packing

• Material Protection: All automotive parts must be packed securely according to their size, weight, fragility, and specific product characteristics to mitigate transit damage.
• Pre-Dispatch Verification: The dispatch team must cross-verify that all part numbers and physical quantities perfectly match the approved tax invoice prior to sealing the shipment.

7. Dispatch Documentation

Compliant Documentation: Every outgoing shipment must be accompanied by the following documents:Tax Invoice

• Packing/Delivery details, wherever applicable
• E-way Bill, wherever applicable
• Transport/LR/AWB details
• Any other statutory or customer-specific documentation

8. Shipment Tracking

• Transport/LR/AWB details should be updated in the Koovers DMS.
• The Sales team will utilize this data to track statuses, communicate timelines, and escalate significant transit delays to the SCM Head (Supply Chain Management Head).Any significant delay should be escalated to the concerned SCM Head.

9. Delivery Timeline

• Standard delivery timelines will depend on the customer location and transport mode.
• Indicative delivery timelines should be communicated to the customer at the time of order confirmation.
• Delivery timelines are subject to product availability, transporter performance, and other external variables (e.g., weather, holidays, transporter performance, and force majeure events).

10. Reporting Discrepancies (Shortage / Damage / Wrong Product)

Customers must inspect shipments upon arrival. Any discrepancies must be reported strictly within 48 hours of delivery:

Supported documentation must be provided for the following issues:

• Transit Damage / Packaging Damage: Visible damage to outer boxes or products.
• Shortage / Excess: Missing items or extra quantities received.
• Wrong Part: Delivery of items mismatching the invoice must be informed within the prescribed period after delivery, within 48 hours.

Required evidence includes the Invoice Number, affected Part Numbers, exact quantities, and clear photographic proof.

11. Returns Due to Transit Damage

• Transit-damaged goods should be reported immediately to the Koovers sales/service team.
• The internal team will coordinate with the transporter and customer for investigation.
• Replacement/credit will be processed based on the investigation and applicable Koovers return policy.

12. Failed Delivery

If delivery fails due to reasons attributable to the customer, such as:

• Incorrect or incomplete address
• Customer unavailable at the time of delivery
• Refusal to accept the ordered goods
• Non-availability of required documents or due payments

additional freight or re-dispatch charges may be recovered from the customer, subject to commercial terms.