Shipping policy

SHIPPING POLICY

Effective Date: 1st September 2025

This Shipping Policy (“Policy”) outlines the terms, conditions, and procedures governing the shipping, delivery, and handling of all physical products purchased through the www.houseofpuja.com e-commerce platform and/or “House of Puja” application for mobile and handheld devices (the “Platform”) (“we”, “our”, or “us”). It is designed to ensure clarity, transparency, and consistency in how we fulfil orders and communicate shipping information to our customers. For the purpose of this Policy, wherever the context so requires, "you" shall mean any person (natural or legal) who shall access, browse or transact on the Platform.

This Policy forms an integral part of, and shall be read in conjunction with, our Terms of Use and any other applicable policies published on the Platform.

1. Delivery Locations

a. We currently offer delivery to the following destinations, subject to courier partner coverage and applicable regulations:

UAE-Wide Delivery: Dubai, Abu Dhabi, Sharjah, Ajman, Ras Al Khaimah, Fujairah, and Umm Al Quwain. Deliveries to remote or non-standard service areas within the United Arab Emirates (“UAE”) may require additional time and/or charges, which will be communicated prior to order confirmation.

b. Certain areas may be excluded from delivery due to Platform policies, courier limitations, local regulations, or force majeure events. We reserve the right to decline or cancel delivery to such locations, with any applicable payments refunded in accordance with our Refund, Return & Cancellation Policy.

2. Delivery Timelines

a. Our delivery timelines vary depending on the destination, product availability, and selected shipping method. The following are our standard estimated delivery windows:

• Standard UAE Delivery: Orders are typically delivered within 2 - 5 business days from the date of order dispatch. Delivery to remote or non-standard service areas may require additional transit time.

• Express Delivery (Dubai): Same-day or next-day delivery is available on select products for eligible Dubai addresses, subject to order cut-off times, product availability, and courier capacity. Cut-off times will be displayed at checkout where applicable.

• International Delivery: For approved international destinations, delivery is generally expected within 7 - 14 business days from dispatch. This estimate excludes any delays arising from customs inspections, duties payment processing, or local import regulations.

b. All timelines are estimates only and commence from the time of order dispatch, not the time of order placement.

c. Orders placed after cut-off times, on weekends, or on UAE public holidays will be processed on the next business day.

d. In cases of unforeseen delays, you will be notified via your registered contact details.

3. Shipping Charges

a. Free Shipping: Orders with a total value above AED 500, inclusive of VAT, qualify for free standard delivery within the UAE.

b. Flat Rate: A flat shipping fee of AED 5, applies to orders below the free shipping threshold.

c. International Shipping Fees: For approved international destinations, shipping charges are calculated at checkout based on the delivery location, weight, and dimensions of the shipment.

d. Any promotional free shipping offers will be subject to the terms stated in the promotional details.

e. Shipping fees are non-refundable once the order has been dispatched, except where required under applicable UAE consumer protection laws.

f. For international deliveries, you are solely responsible for paying any applicable shipping surcharges, customs duties, taxes, or clearance fees imposed by the destination country. The Platform will not be liable to bear or reimburse such costs under any circumstances.

4. Order Processing

a. Orders are typically processed within 24 hours of receiving payment confirmation, provided this occurs on a business day (excluding UAE public holidays).

b. Orders placed on weekends or on public holidays will be processed on the next business day.

c. If any item in your order is out of stock, our customer service team will contact you within 1 - 2 business days to offer an alternative product, revised delivery timeline, or a full refund for the affected item(s).

d. Once an order has been processed and dispatched, changes to the shipping address or order details may not be possible.

e. Order processing time refers to the period before dispatch and is separate from delivery timelines.

f. Orders will only be processed after successful payment clearance from the payment gateway or bank.

g. The Platform reserves the right to delay or cancel processing if fraudulent or suspicious payment activity is detected, in which case you will be notified.  

5. Order Tracking

a. Once your order has been dispatched, you will receive a tracking number via email and/or WhatsApp using the contact details provided at checkout.

b. The tracking number can be used to monitor your shipment through our courier partner’s official online tracking portal.

c. Tracking information will generally be available within 24 hours of dispatch.

d. You are responsible for monitoring tracking status and ensuring someone is available to receive the delivery at the specified address.

e. If you do not receive tracking details within the expected timeframe, please contact our customer service team for assistance.

f. Tracking availability and update frequency may vary depending on the courier partner and the delivery destination.

g. For international deliveries, tracking may be temporarily unavailable while the shipment is in transit between countries or undergoing customs clearance.

h. The Platform is not responsible for any downtime, technical errors, or inaccuracies on the courier partner’s website or tracking portal.

6. Delivery Exceptions & Delays

While we strive to ensure timely deliveries, certain circumstances may cause delays that are beyond our reasonable control. The Platform shall not be held liable for any delay or failure to deliver arising from, but not limited to, the following:

a. Incorrect or incomplete delivery information provided by you at the time of placing the order.

b. Recipient unavailability at the designated delivery address.

c. Delays in customs clearance for international shipments, including inspections, duties assessment, or local import regulations.

d. Operational delays by courier partners, including service disruptions, route changes, or network issues.

e. Force majeure events, including but not limited to natural disasters, extreme weather conditions, pandemic-related restrictions, transport strikes, governmental actions, civil unrest, or other events beyond our reasonable control.

f. Delivery timelines will be automatically extended by the period of such delay.

g. You will be notified via your registered contact details if a delay is anticipated to exceed 7 business days.

h. Refunds or cancellations due to such delays will be processed only in accordance with our Refund, Return & Cancellation Policy.

7. Damaged or Incorrect Goods

We take great care to ensure that your order reaches you in perfect condition. In the unlikely event that you receive a damaged or incorrect item, please follow the procedure set out in our Refund, Return & Cancellation Policy.

8. Non-Delivery

a. If your order is marked as “Delivered” by our courier partner but you have not received it, you must notify us within 48 hours of the stated delivery date.

b. Reporting: All non-delivery claims must be submitted in writing via email at houseofpuja@gmail.com or via message on WhatsApp at +971586218176 and must include your order number, tracking number, and any other relevant details.

c. Investigation Process: Upon receiving your claim, we will initiate an investigation with the courier partner, which may involve reviewing delivery scans, GPS coordinates, and proof-of-delivery records.

d. Customer Cooperation: You may be required to provide a signed statement confirming non-receipt and, where applicable, cooperate with local authorities if a theft or loss report is needed.

e. Resolution:

• If the courier confirms a delivery error, we will arrange for a replacement shipment (subject to stock availability) or issue a refund to your original payment method.

• If the courier confirms successful delivery with valid proof (such as signature, photo, or GPS data), the Platform reserves the right to deny a refund or replacement.

f. Claims made after the 48 hour reporting window may not be eligible for investigation or compensation.

g. For international orders, customs clearance delays or local delivery handling issues are not considered “non-delivery” unless confirmed by the courier as undelivered.

h. The Platform is not responsible for theft or loss of packages after successful delivery confirmation by the courier.

9. Pujari Services & Spiritual Products

a. For services such as Pujari booking, customised rituals, or other spiritual ceremonies, the shipping timelines in this Policy apply only to the physical components of the service (e.g., puja kits, ritual items).

b. The service dates and times for the performance of rituals will be mutually agreed upon between the customer and the Platform (or its authorised representative) and are not bound by the standard shipping timelines set out in this Policy.

c. You are responsible for ensuring your availability and providing accurate details (including location and required permissions, if applicable) for the smooth performance of booked services.

d. Non-Returnable Nature: For reasons of sanctity, hygiene, and religious observance, spiritual products and customised ritual items are non-returnable and non-refundable unless damaged in transit or supplied incorrectly.

e. The Platform shall not be held liable for any changes in service performance dates or delivery timelines caused by factors beyond its control, including but not limited to the unavailability of the designated Pujari, religious calendar changes, or force majeure events.

10. Marketplace Vendor Deliveries

a. Our Platform allows third-party vendors to sell products directly to customers. The following terms apply to all such purchases:

Fulfilment Method: Products sold by third-party vendors may be shipped directly by the vendor using their own courier partners, or shipped via the Platform’s fulfilment network, where applicable.

b. Vendor-Specific Policies: Each vendor may have its own shipping timelines, charges, and return / refund terms, which are clearly displayed on the product page and/or checkout screen.

c. Responsibility & Liability: While vendors are responsible for order processing, packaging, and dispatch, the Platform remains the primary point of contact for customer service. We will coordinate with the vendor to resolve any shipping-related disputes in accordance with applicable UAE e-commerce and consumer protection laws.

d. Multiple Vendors in One Order: If your order includes items from multiple vendors, they may be delivered separately and may arrive on different dates.

e. Location Limitations: Certain vendors may restrict delivery to specific locations. These restrictions will be displayed on the product page.

f. You are encouraged to review vendor-specific shipping and return policies before completing a purchase.

g. The Platform is not liable for delays or failures caused solely by a vendor’s non-compliance with agreed timelines, but we will assist you in resolving such issues.

h. In case of any conflict between a vendor’s shipping policy and this Shipping Policy, the vendor’s policy displayed at checkout will apply for that vendor’s products.

11. Limitation of Liability

a. To the fullest extent permitted by applicable law, the Platform’s total liability for any claim, loss, or damage arising out of or in connection with the shipping or delivery of an order, including, but not limited to, delays, non-delivery, partial delivery, loss, or damage in transit, shall be strictly limited to the total value of the product(s) ordered (excluding shipping fees, customs duties, or taxes paid by the customer).

b. The Platform shall not be liable for any indirect, incidental, special, or consequential damages, including loss of profit, loss of opportunity, or emotional distress, arising from shipping or delivery issues.

c. No Liability for Third-Party Acts: The Platform is not responsible for the actions, omissions, delays, or service failures of independent third parties, including courier partners, logistics providers, or marketplace vendors. While we will assist in coordinating resolutions where possible, any remedy for such issues will be subject to the terms and policies of the relevant third party.

d. This limitation does not affect any statutory rights you may have under UAE consumer protection laws.

12. Dispute Resolution

a. Any dispute, claim, or controversy arising out of or in connection with the shipping or delivery of products under this Policy shall be:

• Governing Law: Governed and construed in accordance with the laws of the United Arab Emirates, without regard to conflict of law principles.

• Jurisdiction: Subject to the exclusive jurisdiction of the competent courts of Dubai, United Arab Emirates.

b. If you are a consumer residing outside the UAE, you may also be entitled to seek remedies under the consumer protection laws of your country, where applicable.

c. Before initiating formal proceedings, you are encouraged to contact our customer service team so that we may attempt to resolve the matter amicably.

13. Contact Us

For any shipping-related queries, please contact:

1. Email: houseofpuja@gmail.com

2. WhatsApp: +971586218176

3. Phone: +971586218176

The Platform reserves the right to amend, modify, or update this Shipping Policy from time to time to reflect changes in our business practices, legal or regulatory requirements, or other operational considerations. Any such changes will be posted on the Platform with the updated effective date. Continued use of the Platform after such changes constitutes your acceptance of the revised Policy.

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