Overview

Puroque is operated by Roziyo Trading Private Limited, a company registered in India under the Companies Act, 2013. We are a direct-to-consumer online store selling home gadgets, beauty essentials, and smart lifestyle products. We ship exclusively within India and all our operations, including order fulfilment and dispatch, are managed from our registered office in Ghaziabad, Uttar Pradesh.

This policy explains our complete shipping process from the moment you place an order to the moment your package is delivered at your door. We are committed to transparency and reliability. Every section below has been written to give you a clear and honest picture of what to expect.

Shipping Destinations

At present, Puroque ships to all serviceable pin codes across India, including all 28 states and 8 union territories. This includes metropolitan cities such as Delhi, Mumbai, Bengaluru, Hyderabad, Chennai, Kolkata, Pune, and Ahmedabad, as well as tier-2 and tier-3 cities and many rural areas across the country.

We do not ship internationally at this time. All orders must have a delivery address within India.

Product Pricing and Currency

All product prices on puroque.com are listed and charged exclusively in Indian Rupees (INR, symbol: Rs.). The price you see on the product page is the price you pay. There are no hidden fees, no currency conversion costs, and no additional charges at checkout beyond what is clearly displayed.

All displayed prices are inclusive of applicable Goods and Services Tax (GST) as mandated under the GST Act, 2017 of India. Roziyo Trading Private Limited holds a valid GST registration with GST Number 09AAKCR0819D1ZG. The GST component is included in the product's sale price and is not charged separately at checkout.

We reserve the right to update product prices at any time without prior notice. However, once an order is placed and payment is confirmed, the price at the time of purchase applies and will not change.

Shipping Cost

Puroque offers free shipping across all serviceable pin codes in India regardless of your order value or the number of items in your cart. We absorb the full cost of delivery so that our customers always know exactly what they will pay at checkout.

There are no tier-based shipping charges, no subscription requirements, and no coupon codes needed to access free shipping. It is automatically applied to every order.

Where We Ship From

All orders placed on puroque.com are packed and dispatched from our registered warehouse and business office located at the following address:

Orders are picked up by our logistics partners directly from this location. Since all products are dispatched from a single fulfillment point in Ghaziabad, delivery timelines may vary depending on your location across India. Generally, orders destined for the National Capital Region (NCR) and nearby areas of North India may arrive earlier than the maximum estimated timeframe.

Order Cut-Off Time

Our daily order cut-off time is 11:00 AM Indian Standard Time (IST), Monday through Saturday. This means:

This cut-off time applies to all orders, including those placed using Cash on Delivery (COD). Orders placed on Sundays or on declared national or state public holidays will be picked up for processing on the next working day.

Order Processing Time

Once your order is placed and payment is confirmed (or your COD order is verified), we begin processing it. Order processing includes verifying your order details, quality-checking the product, securely packaging the item, generating a shipping label, and handing the parcel over to our logistics partner.

Processing time at Puroque is 1 to 2 business days. Business days are Monday through Saturday, excluding public holidays.

During busy periods such as festive sales, Diwali, Republic Day offers, or new product launches, processing may occasionally take up to 3 business days. We will notify you by email or SMS if your order processing is taking longer than expected.

You will receive a shipment confirmation message with a tracking number once your order has been dispatched. Until then, your order status will show as "Processing" or "Confirmed" in our system.

Transit and Total Delivery Time

After your order is dispatched from our facility in Ghaziabad, our logistics partner takes over. The transit duration depends on the distance and the courier's network in your area.

Total Estimated Delivery Time: When you add the processing time (1 to 2 business days) to the transit time (3 to 5 business days for most locations), you can expect your order to arrive within 4 to 7 business days from the date you place it.

These are estimates and not guaranteed deadlines. Factors such as logistics partner delays, adverse weather, or public holidays can affect transit times. We appreciate your patience and will keep you informed at every step.

Delivery Terms and Couriers

We work with trusted and established courier and logistics companies that operate across India. Our logistics partners include national carriers with wide pin code coverage to ensure your order reaches you reliably. The specific courier assigned to your order will be mentioned in your shipment confirmation email.

Delivery Attempts: Our courier partners will attempt delivery to the address you provided during checkout. Standard delivery happens Monday through Saturday between 9:00 AM and 8:00 PM. If you are not available to receive the parcel, the delivery executive may leave a notification slip or send an SMS. Most courier partners make up to two delivery attempts before holding the package at a local hub.

Signature Requirement: Some orders, particularly those of higher value or bulk, may require a signature upon delivery. You or a trusted person at your address must be available to accept and sign for the parcel.

COD Orders: If you have chosen Cash on Delivery as your payment method, please keep the exact amount ready at the time of delivery. The delivery executive cannot provide change. COD orders that are refused at the door will be reported and may affect your ability to place future COD orders with us.

Tracking Your Order

Once your order has been dispatched, you will receive a shipment confirmation via email and SMS containing your unique tracking number and a direct link to track your package in real time.

You can also track your order at any time by visiting our dedicated tracking page: puroque.com/apps/parcelpanel. Enter your order number and registered email address or mobile number to view live status updates.

Tracking Activation Delay: Please note that tracking information may take up to 24 hours to become active after your shipment confirmation is sent. This is because the courier's system takes time to scan and register your parcel into their network. If tracking does not update within 48 hours of your dispatch confirmation, please contact us immediately.

For any tracking-related queries, you can reach us via email at support@puroque.com or through live chat on our website.

Packaging and Order Protection

We take packaging seriously. Every order at Puroque is packed with care to ensure that your product reaches you in perfect condition. Our packaging is secure, clean, and appropriately sized for the item to minimise movement and the risk of damage during transit.

Fragile or sensitive items such as beauty devices, glass components, or electronic gadgets are packed with additional protective cushioning. We use materials that keep the product stable and protected throughout the courier journey.

Each parcel is sealed with a tamper-evident label. If the seal is broken or damaged when the parcel arrives, we strongly recommend that you record a video before opening the package and contact us immediately. This documentation helps us resolve any damage or missing item disputes quickly.

Address Accuracy and Verification

It is the customer's responsibility to provide a complete, accurate, and deliverable shipping address at the time of checkout. Please ensure that your full name, street address, city, state, and pin code are entered correctly. Incorrect or incomplete addresses are one of the most common causes of delivery failure and delays.

If your address contains any special instructions such as a landmark, apartment number, or gated community name, please include it in the address field or in the order notes section during checkout.

If a parcel is returned to us because of an incorrect address provided by the customer, we will contact you to arrange re-delivery. Please note that re-delivery to a corrected address may result in a delay of 3 to 5 additional business days. We are not responsible for delays or non-delivery caused by address errors made by the customer.

Order Cancellations

You may cancel your order only before it has been dispatched from our facility. Once the order has been assigned a tracking number and handed to the courier, cancellation is no longer possible.

To request a cancellation, please contact us as soon as possible at support@puroque.com or via live chat on our website. Include your order number and the reason for cancellation in your message.

If your order was paid online and the cancellation is approved before dispatch, a full refund will be initiated within 5 to 7 business days to your original payment method. If your order was COD and cancelled before dispatch, no payment was collected, so no refund applies.

Please refer to our Order Cancellation Policy for complete details on eligibility and the cancellation process.

Changing Your Shipping Address

If you need to update your shipping address after placing an order, please contact us immediately at support@puroque.com. Address changes can only be accommodated if your order has not yet been dispatched from our facility.

Once an order has been collected by our courier partner, we are unable to change the delivery address. In such cases, you may need to coordinate directly with the courier company using your tracking number. We will try to assist where possible, but we cannot guarantee address changes once the parcel is in transit.

Failed Deliveries and Missed Attempts

If you are not available at the time of delivery, the courier partner will typically make a second attempt on the next working day. In some cases, you may receive a phone call or SMS from the delivery executive to schedule a convenient delivery time.

If delivery fails after two attempts, your parcel will be held at the courier's nearest hub or facility. You may be required to collect it in person, or you can contact us to request a re-delivery. Most courier partners hold returned parcels for 3 to 7 days before initiating a return to the sender.

If a parcel is returned to us due to failed delivery, we will reach out to you via email or phone to confirm re-delivery. Please note that repeat failed deliveries may affect COD eligibility for future orders. For prepaid orders, a refund may be issued after deducting any applicable logistics costs for returns that are due to customer unavailability.

Damaged Items Upon Arrival

We take full responsibility for ensuring your order is packed properly. In the rare event that you receive a product that is damaged or broken upon delivery, we will resolve it quickly and at no cost to you.

What to do if your item arrives damaged:

1. Do not discard the packaging. Keep the outer box, inner packaging, and the damaged product.
2. Take clear photographs and, if possible, a short unboxing video showing the condition of the parcel before and after opening.
3. Contact us within 48 hours of delivery at support@puroque.com with your order number, photos or video, and a brief description of the damage.

Damaged item reports submitted after 48 hours of delivery may be difficult to resolve as the courier liability window would have closed. We will do our best to assist regardless, but timely reporting is strongly recommended. Replacement or refund will be offered based on product availability and the nature of the damage.

Missing or Incorrect Items

If your order arrives with a missing item or contains an item that you did not order, please contact us within 48 hours of receiving the delivery. Send your order number, a description of the issue, and photographs of what was received (including the packaging label) to support@puroque.com.

We verify all orders internally before dispatch using our packing checklist. In case of a packing error on our part, we will either ship the correct or missing item to you at no additional cost, or issue a full or partial refund as appropriate.

We are committed to making every order right. These situations are rare but if they do occur, we handle them with urgency and fairness.

Lost or Delayed Packages

A package is considered potentially lost if it has not been delivered within 10 business days from the dispatch date and tracking has shown no movement for 5 or more consecutive days. If you believe your package is lost, please contact us at support@puroque.com with your order number and tracking details.

We will raise a formal investigation with the courier partner on your behalf. This investigation process typically takes 5 to 7 business days. If the package is confirmed as lost by the courier, we will send you a replacement at no charge or issue a full refund, depending on your preference and product availability.

Temporary Delays: Delays can sometimes occur due to high courier volumes, natural events, strikes, or technical issues at the courier's sorting facility. If your tracking shows a temporary hold or delay at a certain location, this is usually resolved within 1 to 3 business days. Please allow a little extra time before raising a concern, and contact us if the delay exceeds 5 business days beyond the estimated delivery date.

Delivery Confirmation and Package Theft

Once your courier partner marks your order as "Delivered" in their system, our shipment obligation is considered fulfilled. If you receive a delivery notification but cannot locate your parcel, we recommend the following steps:

1. Check with family members, neighbours, or your building security in case someone received the package on your behalf.
2. Look around your door, mailbox, or any safe spot where the delivery executive may have left it.
3. Contact the courier partner directly with your tracking number to ask for proof of delivery (photograph or GPS coordinates).
4. If the package was clearly delivered to the wrong address or stolen after delivery, please file a complaint with the courier and contact us at support@puroque.com within 48 hours of the delivery notification.

Puroque is not liable for packages that are stolen after confirmed delivery. However, we will work with you and the courier to investigate and resolve the situation as fairly as possible.

GST, Taxes, and Import Duties

GST (Goods and Services Tax): All prices listed on puroque.com are inclusive of Goods and Services Tax (GST) as applicable under the Goods and Services Tax Act, 2017, and the Central Goods and Services Tax Act, 2017, of India. We are a registered taxpayer under GST with the number 09AAKCR0819D1ZG, registered in Uttar Pradesh.

You will not be asked to pay any additional GST at the time of delivery. The tax has already been calculated and included in the product price shown at checkout.

No Import Duties: Since Puroque ships only within India, there are no import duties, customs charges, or cross-border taxes applicable on any order. Everything you order from us is dispatched domestically.

GST Invoices: A GST-compliant invoice is automatically generated for every order. You will receive this invoice by email and it will also be included with your shipment. The invoice mentions the GSTIN of Roziyo Trading Private Limited, the HSN/SAC code of the product, the GST rate applied, and the total amount charged.

Customer Responsibilities

To ensure a smooth delivery experience, customers are responsible for the following:

• Providing a complete and accurate delivery address including the correct pin code, state, and any relevant landmark or flat number.
• Ensuring someone is available at the delivery address during standard delivery hours (Monday to Saturday, 9:00 AM to 8:00 PM) or coordinating with the delivery executive for a suitable time.
• Keeping the registered mobile number active and reachable, as the courier partner or our team may need to contact you.
• For COD orders, keeping the correct payment amount ready at the time of delivery.
• Inspecting the package at the time of delivery and refusing it or noting damage if the outer packaging appears tampered with or crushed.
• Reporting any issue (damage, missing item, wrong product) within 48 hours of delivery.

Our Responsibilities to You

As a business operating under Indian consumer protection laws, including the Consumer Protection Act, 2019, and the Consumer Protection (E-Commerce) Rules, 2020, Puroque is committed to the following:

• Processing and dispatching your order within the stated processing time.
• Providing you with a valid tracking number after dispatch so you can monitor your shipment.
• Sending you timely communication at every stage of your order via email and SMS.
• Ensuring your product is properly packed and protected before dispatch.
• Investigating and resolving any legitimate shipping complaint in a fair and timely manner.
• Maintaining a clear, accessible, and up-to-date shipping policy that accurately reflects our practices.
• Issuing refunds or replacements where our obligation to deliver has not been fulfilled due to our error or logistics failure.

Invoices and Documentation

Every order placed on puroque.com comes with a GST-compliant tax invoice. This invoice is prepared in accordance with Rule 46 of the CGST Rules, 2017, and includes all mandatory details such as our GSTIN, your name and address, the product description, HSN code, applicable GST rate, and the total amount charged.

Your invoice will be sent to your registered email address when your order is confirmed. A physical copy of the invoice is also included inside your shipment package. If you require a duplicate invoice or need to update the billing details on your invoice, please contact our support team within 7 days of purchase.

Business buyers who need invoices with their company name and GSTIN for input tax credit purposes are welcome to contact us before placing the order to ensure correct invoicing.

Sustainable Packaging

At Puroque, we are mindful of our environmental responsibilities. We actively work to reduce unnecessary packaging and avoid the use of single-use plastics wherever it is feasible without compromising product safety.

We use packaging that is appropriately sized for each product to reduce material waste and unnecessary weight. Where suitable, we use recyclable or eco-friendly materials. We are working towards progressively improving our packaging practices in line with the Plastic Waste Management Rules, 2016, and relevant amendments under Indian environmental law. We encourage our customers to reuse or recycle packaging materials after receiving their orders.

Security and Fraud Prevention

We take the security of every transaction and shipment seriously. All online payments on puroque.com are processed through secure, PCI DSS-compliant payment gateways. Your financial information is never stored on our servers.

To protect our customers and our business, we carry out basic fraud screening on all orders. Orders that show signs of fraudulent activity, such as multiple orders placed to the same address using different names, unusual bulk ordering, or suspicious payment patterns, may be held for manual review before dispatch. We may contact you to verify your order details in such cases.

COD orders with a history of repeated refusals may be cancelled automatically or require prepayment in future transactions. This is a standard protection measure and we appreciate your understanding. If your order is held or cancelled due to a security review, we will notify you promptly and explain the next steps.

Holiday and Peak Season Delays

During high-demand periods such as Diwali, Navratri, Holi, Independence Day, Republic Day, Eid, Christmas, and New Year, our courier partners across India experience a significant increase in shipment volumes. This can cause delays of 1 to 3 additional business days beyond our standard delivery window.

Similarly, during promotional sale events on our website, order processing volumes at our end may also increase, which could extend processing time by 1 to 2 additional business days.

We will post advance notices on our website and send email notifications to inform customers of expected delays during such periods. We appreciate your patience and understand the importance of timely delivery, especially for gifting occasions.

Business and Contact Information

If you have any questions, concerns, or complaints related to your shipment, our team is here to help. Please use any of the following contact methods:

Policy Updates

Puroque reserves the right to update or modify this shipping policy at any time without prior notice. Changes will be effective immediately upon being published on this page. The "Last Updated" date at the top of this policy reflects when the most recent changes were made.

We encourage customers to review this policy periodically, especially before placing an order. Continued use of puroque.com after any changes have been published constitutes your acceptance of the revised policy. If a significant change affects an order you have already placed, we will make reasonable efforts to notify you via email.