1. How Home Delivery Works

Keshav Marketplace operates a scheduled delivery service for eligible customers and delivery areas. The process is simple:

• Shop online through Keshav Marketplace.
• Add your required products to your cart.
• Meet the minimum order value displayed on the website to qualify for Free Delivery, where applicable.
• Enter your complete and accurate delivery address.
• Select Home Delivery at checkout.
• Complete your payment.
• Your order will be prepared and scheduled for the next available delivery cycle.
• Our delivery team will deliver your order to the nominated delivery address.

2. Delivery Areas

Free Delivery is currently available only in selected suburbs, postcodes and delivery areas. Delivery availability may vary depending on:

• Suburb.
• Postcode.
• Delivery route.
• Order size.
• Product type.
• Operational capacity.
• Other delivery conditions.

Keshav Marketplace reserves the right to add, remove or modify delivery areas from time to time.

3. Free Delivery Eligibility

• Free Delivery is available only when the customer meets the applicable eligibility requirements displayed on the Keshav Marketplace website.
• The minimum cart/order value required for Free Delivery is displayed on the website during the shopping and checkout process.
• If your order does not meet the minimum requirement, a delivery charge may apply and will be displayed or communicated before the order is completed.

4. Delivery Frequency

• Keshav Marketplace currently operates a scheduled delivery service, generally once per week for a particular delivery area or route.
• The exact delivery day may vary depending on the customer's suburb, delivery route and operational schedule.
• Customers should refer to the delivery information displayed on the website or their order confirmation for the applicable delivery schedule.

5. Delivery Time

Delivery timeframes are estimates unless a specific delivery time has been expressly confirmed. Delivery timing may be affected by:

• Traffic.
• Weather.
• Road conditions.
• Vehicle or driver availability.
• Warehouse operations.
• Order volume.
• Supplier delays.
• Unexpected operational issues.
• Circumstances outside our reasonable control.

We will make reasonable efforts to complete deliveries within the communicated delivery window.

6. Need Your Order Earlier?

If you require your order before the next scheduled delivery cycle, please contact Keshav Marketplace before placing or immediately after placing your order. We may be able to arrange:

• An alternative delivery.
• A special delivery.
• An alternative collection arrangement.
• Another suitable option.

Any special or expedited delivery is subject to availability and may incur an additional delivery charge. Keshav Marketplace does not guarantee that an earlier delivery will be available.

7. Correct Delivery Address

Customers are responsible for providing a complete and accurate delivery address when placing an order. Please ensure that you provide:

• Correct street number.
• Street name.
• Suburb.
• State.
• Postcode.
• Unit/apartment number, where applicable.
• Any relevant access instructions.

Keshav Marketplace is not responsible for delays or additional delivery costs caused by an incorrect, incomplete or inaccessible address supplied by the customer.

8. Customer Availability

• Customers should ensure that someone is available at the nominated delivery address to receive the order during the applicable delivery window.
• Where appropriate, customers may provide suitable delivery instructions through the available checkout or communication process.
• The delivery driver must be able to safely access the nominated delivery point.

9. If You Are Not Home

If the customer is not present at the delivery address and the delivery cannot reasonably be completed, Keshav Marketplace may:

• Reschedule the order for the next available delivery cycle.
• Make the order available for collection from an applicable collection location, where possible.

An additional delivery fee may apply if the customer requests re-delivery or asks us to redirect the order to another address. Any re-delivery arrangement is subject to availability.

10. Redirection to Another Address

• If the customer asks Keshav Marketplace to redirect an order to another delivery address after the order has been scheduled or dispatched, an additional delivery charge may apply.
• The additional charge may depend on distance, suburb, delivery route, driver availability and other operational requirements.
• The customer will be advised of any applicable additional charge before the revised delivery arrangement is confirmed.

11. Apartment, Unit and Multi-Level Residence Deliveries

Keshav Marketplace deliveries are completed by contract drivers. For apartment buildings, units, high-rise buildings and other multi-level residences, delivery will generally be made to a suitable ground-level handover point, such as:

• The ground-floor lobby.
• Building reception.
• Another safe and reasonably accessible ground-level location at the property.

Drivers are not generally required to deliver orders to individual apartment doors, upper floors, stairwells, internal levels or areas requiring special access. Customers must be available to collect their order from the designated ground-level handover point or arrange appropriate authorised access.

12. Standard Residential House Deliveries

• For standard ground-level residential properties, delivery will generally be made to the customer's door where the location is reasonably accessible and safe for the driver.
• Drivers are not required to enter unsafe areas or locations that present a reasonable risk to themselves, the customer, the public or the goods.

13. Safe Delivery Location

• Keshav Marketplace and its delivery drivers may refuse to leave an order in a location that is considered unsafe, exposed to unreasonable weather conditions, inaccessible or otherwise unsuitable.
• Where the customer has provided delivery instructions, the driver will make reasonable efforts to follow them where it is safe and practical to do so.

14. Delivery of Fresh Fruits & Vegetables

• Keshav Marketplace supplies fresh fruits and vegetables sourced through farm and produce suppliers.
• Fresh produce is naturally variable. The size, shape, colour, weight, ripeness and appearance of individual fruits and vegetables may differ from website photographs or stated average weights.
• Examples may include watermelon, bottle gourd, pumpkin, cabbage, cauliflower and other naturally variable produce.
• Where products are listed using an approximate or average weight, the actual weight may reasonably vary.

15. Freshness of Perishable Products

• Fresh fruits and vegetables are perishable products and are sourced and handled with the intention of delivering them fresh to customers.
• Because fresh produce is a natural product, minor variations in appearance, size, colour and ripeness do not necessarily indicate a product defect.
• If a customer receives produce that is spoiled, damaged, unsafe or otherwise does not meet applicable consumer guarantees, the customer should contact Keshav Marketplace promptly.
• Nothing in this policy limits the customer's rights under Australian Consumer Law.

16. Damaged or Spoiled Products

If you receive an item that appears spoiled, rotten, seriously damaged, unsafe, incorrect or significantly different from what you ordered, please contact Keshav Marketplace as soon as reasonably possible.

• Where appropriate, we may request photographs or other information to help us assess the issue.
• We will assess the matter and provide an appropriate remedy where required by law or under our customer service policy.

17. Fresh Produce Refunds

• Fresh fruits and vegetables are generally not eligible for change-of-mind returns because they are perishable goods.
• This does not exclude or limit any rights you may have under Australian Consumer Law.
• If fresh produce is defective, spoiled, unsafe, significantly different from its description or otherwise fails to meet applicable consumer guarantees, please contact us promptly so that we can investigate and provide the appropriate remedy.

18. Store Credit

• Where appropriate and legally permitted, Keshav Marketplace may provide a refund in the form of Keshav Marketplace account credit.
• Store credit may be applied to the customer's account and used towards a future purchase.
• Where Australian Consumer Law requires another form of remedy, Keshav Marketplace will provide the applicable remedy in accordance with the law.

19. Delivery Damage

• Keshav Marketplace takes reasonable steps to ensure that products are properly packed and handled before dispatch.
• If goods arrive damaged, customers should contact us promptly with details of the issue and, where requested, photographs of the affected product and packaging.
• Keshav Marketplace will assess the circumstances and provide an appropriate remedy where required under Australian Consumer Law.

20. Orders Exceeding 50 kg

• For operational and handling reasons, orders with a total weight exceeding 50 kg may incur an additional handling or delivery charge.
• Where such a charge applies, Keshav Marketplace will notify the customer before applying the additional charge where reasonably practicable.

21. Delivery Charges

Where an order does not qualify for Free Delivery, the applicable delivery fee will be charged to the customer. Additional charges may also apply for certain circumstances, including:

• Special delivery requests.
• Re-delivery.
• Address changes.
• Redirection.
• Outer-area delivery.
• Excessive order weight.
• Other additional delivery requirements.

Any applicable additional charge will be communicated to the customer where reasonably practicable.

22. Payment of Additional Delivery Charges

• If the customer agrees to an applicable additional delivery charge, payment must be made promptly using the payment method provided by Keshav Marketplace.
• Where an additional charge has not been paid, Keshav Marketplace may be unable to proceed with the requested special delivery arrangement.

23. Delivery Delays Outside Our Control

Keshav Marketplace will make reasonable efforts to meet the applicable delivery schedule. However, we may experience delays due to circumstances outside our reasonable control, including:

• Severe weather.
• Natural disasters.
• Road closures.
• Traffic incidents.
• Vehicle breakdowns.
• Driver availability.
• Supplier delays.
• Warehouse delays.
• Government restrictions.
• Biosecurity requirements.
• Unexpected operational disruptions.
• Other events beyond our reasonable control.

Where reasonably practicable, we will notify customers of significant delays.

24. Customer Responsibility

Customers are responsible for:

• Providing the correct delivery address.
• Providing accurate contact information.
• Being available to receive the order where required.
• Providing suitable access.
• Following delivery instructions.
• Checking their order after delivery.
• Contacting Keshav Marketplace promptly if there is an issue.

25. Alternative Collection

• If delivery cannot be completed, the customer may, where available and agreed with Keshav Marketplace, have the option to collect the order from an applicable collection location.
• Collection arrangements are subject to product availability, storage requirements and operational capacity.

26. B2B and Bulk Deliveries

• B2B, wholesale, restaurant supply and bulk orders may be subject to different delivery arrangements.
• Delivery charges and conditions for B2B or bulk orders will generally be specified in the applicable quotation, agreement or customer-specific commercial terms.
• These terms may differ from standard consumer Free Delivery arrangements.

27. Keshav Global Traders

• Customers purchasing under Keshav Global Traders or other business-to-business arrangements may be subject to separate delivery charges and commercial terms as agreed with the relevant client.
• The applicable quotation, agreement or commercial terms will take precedence for those transactions where legally permitted.

28. Delivery Confirmation

Delivery may be confirmed through appropriate electronic or operational records, which may include:

• Delivery status.
• Order number.
• Driver records.
• Photographic evidence where applicable.
• Customer confirmation.
• Other reasonable delivery records.

29. Customer Complaints and Delivery Issues

If you experience a problem with your delivery, please contact us as soon as possible. When contacting us, please provide:

• Order number.
• Customer name.
• Delivery address.
• Description of the problem.
• Photographs where relevant.

This information helps us investigate and resolve the issue efficiently.

30. Australian Consumer Law

• Nothing in these Delivery Terms & Conditions excludes, restricts or modifies any rights or remedies available to customers under the Australian Consumer Law or other applicable legislation where those rights cannot lawfully be excluded.
• Where a customer is entitled to a remedy under applicable law, Keshav Marketplace will provide the applicable remedy in accordance with those legal requirements.