1. How Warehouse Pickup Works

Warehouse Pickup allows customers to:

• Shop and place an order through the Keshav Marketplace website.
• Select Warehouse Pickup as their collection method, where available.
• Select an available pickup date and time slot.
• Receive an order confirmation containing their pickup details.
• Visit the nominated warehouse during the selected pickup time.
• Provide their VFC (Verification/Collection) Code to our team for order verification.
• Collect their order.

Customers are responsible for collecting their order during the selected pickup time slot.

2. Pickup Location

• Your pickup location and available pickup time will be displayed during the checkout process and/or in your order confirmation.
• Customers should only attend the nominated pickup location specified in their order confirmation.
• Please do not attend the warehouse before your selected pickup time unless Keshav Marketplace has specifically confirmed that your order is ready for early collection.

3. Pickup Time Slots

• Pickup is available only during the time slots displayed on the Keshav Marketplace website.
• Time slots are subject to availability and may change depending on warehouse operations, order volume and other operational requirements.
• Customers are encouraged to arrive within their selected pickup window to ensure a smooth collection process.

4. VFC Code Verification

• For security and order verification purposes, customers must provide their VFC (Verification/Collection) Code when collecting their order.
• The VFC Code may be provided through the customer's order confirmation, customer account, email, SMS or other communication issued by Keshav Marketplace.
• Our team may request additional information, such as the customer's name, order number or identification, where reasonably necessary to verify the collection.

Important: Do not share your VFC Code with unauthorised persons. Keshav Marketplace may refuse to release an order where the required verification information cannot be satisfactorily confirmed.

5. Collection by Another Person

• If someone other than the customer is collecting the order, the customer should ensure that the authorised person has the required order information and VFC Code.
• Keshav Marketplace may request additional verification before releasing an order to another person.
• The customer remains responsible for providing the correct collection information to the authorised person.

6. Customer Responsibility to Collect

• Once an order has been confirmed for Warehouse Pickup, the customer is responsible for collecting the order during the selected pickup slot.
• If the customer does not attend during the selected pickup time, the order may be held and carried forward to the next available pickup time slot, subject to product availability and warehouse capacity.
• The customer may be required to select or confirm a new available pickup slot.

7. Missed Pickup

• If you are unable to attend your selected pickup slot, please contact Keshav Marketplace as soon as possible.
• Where operationally possible, we may arrange for your order to be held until the next available pickup slot.
• Repeated failure to collect orders may result in additional handling or storage charges where reasonably applicable and where disclosed to the customer.

8. Fresh Fruits & Vegetables

• Fresh fruits and vegetables are not available for Warehouse Pickup at this stage.
• Fresh produce is handled separately through our delivery supply chain to maintain freshness and product quality.
• Customers selecting Warehouse Pickup should not expect fresh fruits or vegetables to be included in their warehouse collection order unless Keshav Marketplace specifically confirms otherwise.

9. Product Availability

Warehouse Pickup is available only for products designated as eligible for pickup on the Keshav Marketplace website. Certain products may be unavailable for warehouse collection due to:

• Freshness requirements.
• Temperature-controlled storage requirements.
• Product availability.
• Supplier restrictions.
• Warehouse handling requirements.
• Other operational considerations.

Product availability for pickup may differ from products available for delivery.

10. Order Changes

• Once an order has been confirmed and prepared for pickup, changes to the order may not be possible.
• If you need to make a change, please contact Keshav Marketplace as soon as possible.
• We will make reasonable efforts to accommodate changes where operationally possible, but changes cannot be guaranteed.

11. Order Collection and Inspection

Customers are encouraged to check their order at the time of collection and notify our team promptly if they believe:

• An item is missing.
• An incorrect item has been supplied.
• An item is visibly damaged.
• There is another obvious issue with the order.

Where an issue is identified after collection, customers should contact Keshav Marketplace as soon as reasonably practicable. Nothing in this policy limits any rights a customer may have under the Australian Consumer Law.

12. Product Quality

• Keshav Marketplace takes reasonable steps to ensure that products supplied for collection are of acceptable quality and correspond with the customer's order.
• Where a product has a fault or does not meet the guarantees provided under Australian Consumer Law, customers may be entitled to an appropriate remedy, which may include a replacement, refund or other remedy depending on the circumstances.

13. Payment

• Orders must be paid for using the payment method available through the Keshav Marketplace checkout process unless otherwise agreed by Keshav Marketplace.
• An order will generally not be released for collection until payment has been successfully processed.

14. Uncollected Orders

• If an order remains uncollected after the original pickup slot, Keshav Marketplace may carry the order forward to the next available pickup slot.
• Where an order remains uncollected for an extended period, we may contact the customer to arrange an alternative collection arrangement.
• For products with limited shelf life, temperature requirements or other storage limitations, Keshav Marketplace may be unable to hold the products indefinitely.
• Any action taken in relation to uncollected perishable products will be subject to the customer's rights under Australian Consumer Law.

15. Customer Contact Details

Customers must provide accurate contact information when placing an order. This may include:

• Full name.
• Mobile telephone number.
• Email address.
• Other information reasonably required to process the order.

Keshav Marketplace may use these details to communicate pickup information, order updates or changes to the pickup arrangement.

16. Pickup Delays

• Although Keshav Marketplace aims to have orders ready within the selected pickup window, unexpected operational circumstances may occasionally cause a delay.
• If a significant delay occurs, we will make reasonable efforts to notify affected customers and provide an alternative collection arrangement where appropriate.

17. Warehouse Safety

For the safety of customers, staff, contractors and warehouse operations:

• Customers must follow warehouse staff instructions.
• Customers must remain within designated customer collection areas.
• Customers must not enter restricted warehouse areas.
• Children must remain under the supervision of their accompanying adult.
• Customers must not interfere with warehouse equipment, vehicles or operations.
• Customers must comply with reasonable safety requirements at the pickup location.

18. Alternative Collection Arrangements

• If you are unable to collect your order during the selected pickup time, please contact Keshav Marketplace.
• Where possible, we may offer an alternative pickup time.
• Alternative arrangements are subject to availability and operational capacity.

19. Cancellation

• Customers wishing to cancel an order should contact Keshav Marketplace as soon as possible.
• Whether an order can be cancelled may depend on whether the order has already been processed, packed, dispatched or otherwise prepared for collection.
• Any refund or cancellation will be handled in accordance with applicable law and Keshav Marketplace's Refund & Returns Policy.

20. Australian Consumer Law

• Nothing in these Warehouse Pickup Terms & Conditions is intended to exclude, restrict or modify any rights or remedies that cannot lawfully be excluded under the Australian Consumer Law or other applicable Australian legislation.
• Where a customer is entitled to a remedy under applicable law, Keshav Marketplace will provide the applicable remedy in accordance with those legal requirements.