Shipping & Delivery

LOCAL DUKAN – SHIPPING AND DELIVERY POLICY

Effective Date: 4 September 2026

Last Updated: 4 September 2026

This Shipping and Delivery Policy explains how orders placed through Local Dukan are prepared, shipped, transported, and delivered.

Local Dukan is owned and operated by FINDMINE RETAIL INDIA OPC PRIVATE LIMITED, with its operational office at:

Flat No. 302, Second Floor, Beside Sahastra Hospital, Main Road, Sangareddy, Telangana – 502001

By placing an order through Local Dukan, you agree to this Shipping and Delivery Policy along with our Terms and Conditions, Cancellation and Refund Policy, and Privacy Policy.

1. Delivery Coverage

Local Dukan provides delivery services only within supported locations and serviceable postal codes.

Delivery availability depends on:

•Customer location;

•Seller or merchant location;

•Product availability;

•Availability of delivery executives;

•Availability of courier or logistics partners;

•Operational timings;

•Local restrictions; and

•Nature, size, and weight of the product.

Local Dukan may add, remove, restrict, or temporarily suspend delivery services in any location due to operational, safety, legal, technical, or commercial reasons.

2. Delivery Methods

Depending on the service category, distance, and customer location, orders may be delivered through:

•Local Dukan delivery executives;

•Seller-arranged delivery executives;

•Independent delivery partners;

•Third-party courier companies; or

•Logistics and shipping partners.

The applicable delivery method will be selected based on serviceability, distance, product type, and operational availability.

3. Food and Essentials Delivery

Food and Essentials include:

•Restaurant food;

•Groceries;

•Fresh meat;

•Fruits and vegetables;

•Medicines where legally permitted; and

•Other daily-essential products.

3.1 Estimated Delivery Time

The standard target delivery time is approximately 45 minutes after the seller accepts the order.

The displayed delivery time is an estimate and not a guaranteed delivery commitment. Delivery may take longer due to:

•Peak-hour demand;

•High order volumes;

•Limited availability of delivery executives;

•Food preparation or packing delays;

•Product availability;

•Traffic congestion;

•Weather conditions;

•Road closures or public events;

•Incorrect or incomplete delivery information;

•Customer unavailability;

•Merchant-related delays; or

•Circumstances beyond the reasonable control of Local Dukan.

3.2 Product Availability

All food and essential items are subject to seller availability.

If an item is unavailable, the seller or Local Dukan may:

•Contact the customer and request approval for a substitute;

•Remove the unavailable item and adjust the order amount;

•Partially fulfil the order with customer approval; or

•Cancel the affected item or complete order.

A higher-priced substitute will not ordinarily be supplied without customer approval.

3.3 Receiving Food and Essential Orders

Customers should:

•Remain available at the delivery location;

•Keep their registered mobile number reachable;

•Verify the delivered package and number of items;

•Check seals and packaging before accepting the order; and

•Report missing, incorrect, damaged, spoiled, expired, or unsafe items promptly.

Food, meat, groceries, and other perishable products should be stored or consumed according to the seller’s instructions.

4. Local Shopping Delivery

Local Shopping includes fashion, electronics, mobile phones and accessories, home products, kitchenware, beauty products, natural oils, and other products offered by registered sellers.

4.1 Local Orders

Orders within a nearby serviceable area may be delivered through:

•Local Dukan delivery executives; or

•Delivery executives arranged by the seller.

Delivery times for local shopping orders depend on:

•Product availability;

•Seller processing and packing time;

•Customer distance;

•Delivery-executive availability;

•Traffic and weather conditions; and

•Applicable operational hours.

4.2 Long-Distance Orders

Regional, long-distance, and nationwide orders may be shipped through third-party courier or logistics partners.

Estimated delivery dates depend on:

•Seller processing time;

•Pickup schedules;

•Customer location and postal code;

•Courier serviceability;

•Product size and weight;

•Transportation conditions;

•Public holidays; and

•Events beyond reasonable control.

The estimated delivery date displayed at checkout or after dispatch is not a guaranteed delivery date unless expressly stated otherwise.

4.3 Multiple Shipments

An order containing multiple products may be delivered in separate packages where:

•Products are supplied by different sellers;

•Products are stored at different locations;

•Some products require additional processing time; or

•Different courier services are required.

Customers will not ordinarily be charged an additional shipping fee solely because Local Dukan or the seller divides an order into multiple shipments after confirmation.

5. Order Anything and Local Parcel Delivery

Order Anything and Local Parcel Delivery allow customers to request the lawful purchase, pickup, and delivery of products or parcels within supported areas.

5.1 Sender Responsibilities

The sender must provide:

•Accurate pickup and delivery addresses;

•Correct sender and recipient contact numbers;

•A clear and truthful description of the parcel;

•Accurate parcel size, weight, contents, and value;

•Suitable and secure packaging; and

•Any special handling instructions.

Local Dukan or the delivery executive may refuse to collect a parcel that is unsafe, illegal, prohibited, improperly packaged, leaking, damaged, or materially different from the information provided.

5.2 Prohibited Items

The following items must not be sent through Local Dukan:

•Illegal drugs or controlled substances;

•Weapons, ammunition, explosives, or fireworks;

•Stolen or counterfeit goods;

•Cash, high-value jewellery, or negotiable instruments;

•Hazardous, toxic, radioactive, or flammable materials;

•Human remains, body parts, or biological samples;

•Live animals;

•Obscene or unlawful materials;

•Alcohol, tobacco, medicines, or age-restricted products where delivery is not legally permitted; or

•Any item prohibited by applicable law or Local Dukan policy.

5.3 Parcel Delivery Time

Parcel delivery time depends on:

•Pickup and delivery distance;

•Parcel size and handling requirements;

•Traffic and weather;

•Delivery-executive availability;

•Sender and recipient availability; and

•Operational service hours.

Any delivery time shown for a parcel is an estimate.

6. Shipping and Delivery Charges

Shipping or delivery charges may be calculated based on:

•Distance;

•Delivery location;

•Product size and weight;

•Seller location;

•Order value;

•Delivery speed;

•Packaging requirements;

•Courier-partner rates;

•Demand and availability; and

•Applicable taxes.

The applicable charge will ordinarily be displayed before the customer confirms the order.

Additional charges may apply for:

•Additional distance;

•Address changes after confirmation;

•Additional delivery stops;

•Waiting time;

•Re-delivery;

•Return to sender;

•Special handling;

•Toll or parking charges; or

•Incorrect information provided by the customer.

7. Order Processing and Dispatch

An order is considered confirmed only after:

•The seller accepts the order;

•The applicable payment is completed or authorised;

•The product is available; and

•The delivery location is serviceable.

For Local Shopping orders, sellers may require processing time to prepare, pack, and hand over the order to the delivery or courier partner.

Customers may receive order updates through:

•The Local Dukan application;

•SMS;

•Push notifications;

•WhatsApp;

•Email; or

•Telephone calls.

8. Order Tracking

Where available, customers may track the order through the Local Dukan application or a tracking link provided by the courier partner.

Tracking information may not update immediately after dispatch. Third-party courier tracking depends on data supplied by the relevant courier partner.

Local Dukan does not guarantee uninterrupted real-time tracking where interruptions are caused by network issues, GPS availability, courier systems, or technical problems.

9. Delivery Address and Contact Details

Customers must provide a complete and accurate delivery address, including:

•House, flat, or shop number;

•Street or locality;

•Nearby landmark;

•City and postal code;

•Recipient name; and

•Active mobile number.

Local Dukan is not responsible for delays or failed deliveries caused by incomplete, inaccurate, or outdated information supplied by the customer.

9.1 Address Changes

A delivery address may be changed only before dispatch and where the new location is serviceable.

After dispatch, an address change may:

•Be declined;

•Cause a delay;

•Require cancellation and a new order; or

•Result in additional delivery charges.

10. Customer Availability

The customer or authorised recipient must remain available at the delivery address and keep the registered mobile number reachable.

The delivery executive or courier partner may attempt to contact the customer upon arrival.

If the customer is unavailable, unreachable, or refuses delivery without a valid reason:

•Delivery may be marked as failed;

•Re-delivery charges may apply;

•The order may be returned to the seller;

•Perishable products may not be eligible for re-delivery; and

•Product, preparation, shipping, return, or cancellation charges already incurred may be deducted from any eligible refund.

11. Delivery Verification

Local Dukan may use an OTP, delivery confirmation, signature, photograph, or in-app confirmation as proof of delivery.

Customers must not share the delivery OTP before physically receiving the order.

An order may be treated as delivered after the correct OTP is provided or another authorised delivery confirmation is completed.

12. Open-Box Delivery and Inspection

Open-box delivery may be available only for selected products, sellers, and locations.

Where offered, customers should inspect the product before confirming delivery.

For electronics, fragile items, expensive products, and sealed packages, customers are advised to record an uninterrupted unboxing video showing:

•The shipping label;

•The sealed package;

•The opening of the package;

•The product and included accessories; and

•Any visible damage or missing items.

An unboxing video may assist with complaint verification but does not remove statutory consumer rights.

13. Damaged, Missing or Incorrect Orders

Customers must report any of the following promptly:

•Missing products;

•Incorrect products;

•Damaged or tampered packages;

•Spoiled, contaminated, or expired products;

•Empty packages;

•Missing accessories;

•Materially incorrect quantities; or

•Products materially different from their description.

Customers may be asked to provide:

•Order ID;

•Photographs or videos;

•Product packaging;

•Shipping label;

•Invoice;

•Unboxing video; and

•A description of the issue.

After verification, Local Dukan or the seller may provide an appropriate replacement, re-delivery, partial refund, full refund, or Local Dukan Wallet credit.

14. Delayed Delivery

Delivery times are estimates and may be affected by operational circumstances.

Where an order is materially delayed, Local Dukan may:

•Continue the delivery after informing the customer;

•Allow cancellation where reasonably possible;

•Coordinate with the seller or delivery partner;

•Reschedule the delivery; or

•Provide an appropriate refund or wallet credit where eligible.

A delay caused by customer unavailability, an incorrect address, an unreachable phone number, or a customer-requested change may not qualify for a refund of delivery charges.

15. Failed or Undelivered Orders

An order may be treated as failed or undelivered where:

•The delivery location cannot be found;

•The address is incorrect or incomplete;

•The customer or recipient is unavailable;

•The customer cannot be contacted;

•The delivery location is unsafe or inaccessible;

•The customer refuses to accept the correct order;

•The item is damaged during transportation;

•The seller fails to hand over the order;

•The courier loses the shipment; or

•Delivery is prevented by circumstances beyond reasonable control.

Where the failure was not caused by the customer, the eligible prepaid amount will ordinarily be credited to the customer’s Local Dukan Wallet.

Where delivery failed due to customer-provided information or customer unavailability, valid preparation, shipping, delivery, return, or handling charges may be deducted.

16. Cancellation Before Delivery

Cancellation eligibility depends on the category and order status.

Food and Essentials

Cancellation may be restricted after the seller begins preparing, cutting, packing, or processing the order.

Local Shopping

Cancellation is ordinarily available before dispatch, subject to the seller’s displayed policy.

Order Anything and Parcel Delivery

Cancellation may be restricted after an item is purchased, collected, or dispatched.

Where a prepaid order is eligible for cancellation, the eligible amount will ordinarily be credited to the customer’s Local Dukan Wallet after applicable deductions.

17. Prepaid Amounts and Local Dukan Wallet

Where a prepaid order is:

•Cancelled;

•Rejected by the seller;

•Unavailable;

•Lost during shipping;

•Not delivered;

•Approved for a refund; or

•Otherwise eligible for reimbursement,

the approved amount will ordinarily be credited to the customer’s Local Dukan Wallet.

Wallet credits can be used for eligible future orders and services available through Local Dukan.

The following may be excluded from the wallet credit where applicable:

•Completed delivery charges;

•Valid cancellation charges;

•Return-to-sender charges;

•Waiting charges;

•Used promotional credits;

•Non-refundable convenience charges where legally permitted; and

•Costs incurred because of incorrect information or customer unavailability.

Where applicable law or payment regulations require a refund through the original payment method, or where the customer is legally entitled to request it, Local Dukan will process the refund accordingly.

18. Courier and Logistics Partners

For long-distance orders, Local Dukan may rely on independent courier and logistics partners.

Such partners may have their own:

•Delivery schedules;

•Serviceability conditions;

•Restricted-item policies;

•Identification requirements;

•Delivery-attempt rules;

•Proof-of-delivery procedures; and

•Operational limitations.

Local Dukan will reasonably assist customers with courier-related complaints but cannot guarantee courier operations outside its direct control.

19. Events Beyond Reasonable Control

Local Dukan will not be responsible for delays caused by events beyond reasonable control, including:

•Floods, storms, heavy rain, or natural disasters;

•Strikes or transportation disruptions;

•Government restrictions;

•Curfews or public disturbances;

•Road closures or accidents;

•Telecommunications or internet failures;

•Payment-network failures;

•Epidemics or public-health emergencies; or

•Widespread technical outages.

Local Dukan will make reasonable efforts to communicate significant delays and provide an appropriate resolution.

20. Customer Support

For order, shipping, or delivery assistance, contact:

Customer Support Number: +91 80743 38345

Email: contact@localdukan.com

Support Availability: Based on applicable operational hours, service availability, and the customer’s location.

Support availability may vary according to city, service category, merchant availability, and daily operations.

21. Grievance Redressal

Formal complaints may be submitted to:

Grievance Officer: Tekmal Bharath Kumar

Email: bharathkumar@localdukan.com

Contact Number: +91 80743 38345

Operational Office:

Flat No. 302, Second Floor,

Beside Sahastra Hospital, Main Road,

Sangareddy, Telangana – 502001

Customers should include their name, registered mobile number, order ID, date of transaction, issue description, and supporting evidence.

Complaints will be acknowledged and handled within the period required under applicable law.

22. Changes to This Policy

Local Dukan may update this Shipping and Delivery Policy to reflect changes in operations, delivery methods, partner arrangements, service areas, technology, or applicable law.

The updated policy will become effective from the date displayed at the top of this page.

23. Contact Information

Local Dukan

Owned and operated by: FINDMINE RETAIL INDIA OPC PRIVATE LIMITED

Operational Office:

Flat No. 302, Second Floor,

Beside Sahastra Hospital, Main Road,

Sangareddy, Telangana – 502001

Email: contact@localdukan.com

Customer Support: +91 80743 38345

Website: https://localdukan.com