Effective Date: 1 January 2025
This Shipping & Delivery Policy applies to orders placed through www.kelenate.in, operated by M/s North West under the brand name Kelenate.
We aim to process and dispatch orders as quickly as reasonably possible.
Typical delivery is 2–5 business days, although actual delivery time may vary depending on the product, delivery PIN code, courier partner, serviceability, public holidays, order volume and other operational factors.
Any delivery date or timeline displayed on the website, checkout page, order confirmation or tracking page is an estimated timeline unless expressly stated otherwise.
If an order cannot be serviced at the delivery location, Kelenate may contact the customer for an alternative resolution or cancel the affected order and issue the applicable refund.
Any applicable shipping, handling, Cash on Delivery (COD), expedited-delivery or other delivery-related charges will be disclosed before the customer completes the order, wherever applicable.
Free-shipping thresholds or promotional shipping offers, if available, may be subject to minimum order values, selected products, delivery locations or other conditions displayed on the website or at checkout.
No undisclosed shipping charge will be added after an order has been placed.
Where tracking is available, tracking details are normally shared after dispatch through the contact information provided with the order or may be made available through the order-status page.
Tracking information is supplied by the relevant courier or logistics partner and may take some time to update after dispatch.
Customers may contact Kelenate Customer Support if tracking does not update for an unusual period or if assistance is required with a shipment.
Courier partners may make one or more delivery attempts depending on their operating procedures and the delivery location.
Customers should:
provide a complete and accurate delivery address;
provide a valid mobile number and email address;
ensure that the recipient or an authorised person is reasonably available to receive the shipment; and
respond to courier calls or delivery communications where required.
If delivery cannot be completed after the courier's permitted attempts, the shipment may be returned to Kelenate as Return to Origin (RTO).
Any refund, reshipment or other resolution following an RTO will be handled in accordance with the circumstances of the order and the applicable Cancellation, Return, Replacement & Refund Policy.
Customers are responsible for providing a complete and accurate delivery address, including, where applicable:
house, flat or unit number;
building or street;
locality;
landmark;
city;
state;
PIN code; and
a reachable telephone number.
Kelenate is not responsible for delays or failed delivery arising solely from incorrect, incomplete or outdated information supplied by the customer.
If an address correction is requested before dispatch, we will try to accommodate it where operationally possible.
Once an order has been dispatched, an address change may not be possible and will depend on the courier partner.
Delivery may occasionally be delayed because of circumstances such as:
severe weather;
natural disasters;
festivals or public holidays;
strikes or transport disruptions;
courier or logistics interruptions;
government restrictions;
force-majeure events;
unusually high order volumes;
incorrect or incomplete address information; or
other circumstances reasonably outside Kelenate's control.
Where we become aware of a material delay, we will endeavour to provide available information or assistance to the customer.
A delay does not remove any statutory rights available to a consumer under applicable law.
Customers should check the package as soon as reasonably possible after delivery.
If a shipment appears damaged, tampered with, materially damaged in transit, contains the wrong product, or is materially incomplete, please contact Kelenate Customer Support promptly.
For faster investigation, we request that such issues normally be reported within 48 hours of delivery with:
Order ID;
description of the issue;
photographs of the outer packaging;
photographs of the shipping label;
photographs or video showing the product and issue; and
any other reasonably required information.
The 48-hour reporting request is intended to help us investigate courier and transit issues promptly. It does not limit any mandatory statutory rights or remedies available to a consumer under applicable law.
Eligible cases will be handled under our Cancellation, Return, Replacement & Refund Policy.
If tracking shows a shipment as delivered but the customer has not received it, the customer should first check with:
family or household members;
reception or security staff;
neighbours where appropriate; and
any authorised person who may have accepted the package.
If the package still cannot be located, please contact Kelenate Customer Support as soon as possible with the Order ID and tracking details so that the matter can be raised with the courier partner.
Resolution will depend on the courier investigation, order circumstances and applicable consumer rights.
If a customer refuses delivery, repeatedly remains unavailable, provides an incorrect address or otherwise causes a shipment to be returned to Kelenate, the order may be treated as an RTO shipment.
Any refund, deduction, reshipment or other resolution will be determined in accordance with the applicable Cancellation, Return, Replacement & Refund Policy and applicable law.
Nothing in this section authorises a deduction or charge that is prohibited by applicable consumer-protection law.
Kelenate may cancel an order where fulfilment is not reasonably possible, including because of:
non-serviceable delivery location;
stock or inventory error;
product unavailability;
incorrect pricing or listing error;
suspected fraud or misuse;
payment failure;
legal or regulatory restrictions; or
another genuine operational reason preventing fulfilment.
Where Kelenate cancels a prepaid order, the applicable refund will be initiated to the original payment method in accordance with our Refund Policy.
No cancellation charge will be imposed on a customer merely because Kelenate has unilaterally cancelled the order.
Customer-requested cancellations are governed by our Cancellation, Return, Replacement & Refund Policy.
Where cancellation is requested before dispatch, Kelenate will attempt to stop fulfilment where operationally possible.
Once an order has already been dispatched, cancellation may no longer be technically possible and the appropriate return, refusal or other procedure may apply.
Customised, personalised, made-to-order or specifically produced items may be subject to separate cancellation conditions disclosed before purchase.
Cash on Delivery may be offered for eligible products, order values and PIN codes where available.
COD availability is not guaranteed for every order or delivery location.
Any COD fee, where applicable, will be disclosed before the customer completes the order.
Where an order qualifies for a refund because of non-serviceability, cancellation, failed fulfilment, an approved shipping claim or another eligible circumstance, refunds will be processed in accordance with our Cancellation, Return, Replacement & Refund Policy.
The time taken for the refunded amount to appear in the customer's account may depend on the payment method, bank, card issuer, UPI provider or payment gateway.
This Shipping & Delivery Policy should be read together with Kelenate's:
Cancellation, Return, Replacement & Refund Policy;
Privacy Policy;
Terms & Conditions; and
Grievance Redressal information.
If any provision of this policy conflicts with a mandatory right available to a consumer under applicable law, the mandatory legal right will prevail.
Kelenate
Operated by M/s North West
Email: northwest.amazon@gmail.com
Phone: +91 9899107642
Business / Principal Address:
B-26/4, Wazirpur Industrial Area, Delhi - 110052
GSTIN: 07AJPPG2208L1Z4
For consumer grievances that are not resolved through ordinary Customer Support:
Grievance Officer: Amit Gupta
Email: northwest.amazon@gmail.com
Phone: +91 9899107642
Address: B-26/4, Wazirpur Industrial Area, Delhi - 110052
Hours: Monday–Saturday, 10:00–18:00 IST
Consumer grievances are acknowledged within 48 hours and redressed within one month from the date of receipt.
Kelenate
Operated by M/s North West
B-26/4, Wazirpur Industrial Area, Delhi - 110052
GSTIN: 07AJPPG2208L1Z4