Refund & Shipment Terms

Consignments entrusted to KVS Enterprises (KVS) by you (hereinafter referred to as consignor) for shipment/transportation on agreed terms and conditions as specified below:

• The consignor acknowledges that the terms and conditions will be binding on the consignor and KVS Express.
• The consignor warrants that he is the owner or the authorized agent of the owner of the goods / articles transported and accepts these present terms and conditions.
• The consignor warrants to KVS Express that the description of the consignment/goods/articles as noted on this consignment note confirms accurately to the actual content thereof and it does not contravene the provisions of the Indian Postal Act or any other applicable law.
• It is expressly understood by the Parties that all shipments agreed to be delivered by KVS Express are on “SAID TO CONTAIN BASIS” i.e. KVS Express shall be under no obligation to verify the description and contents of the shipments declared by the consignor. The consignor shall undertake to make proper, true, fair, correct and factual declaration regarding description and value of Shipments.
• KVS Express shall have the right to open / inspect the consignment at the time of booking or during transit.
• At the time of booking parcels, the consignor will be required to provide a declaration stating the value of the consignment and the detailed description of materials in the consignment and the same shall be binding on the consignor.
• Notwithstanding any other terms and conditions provided herein, it is agreed by the consignor that it shall not book any consignment/goods which are commercial in nature and while booking the consignment/goods for shipment, the consignor shall confirm with the non-commercial nature of the consignment. In the event, if the consignor confirms with the non-commercial nature of the consignment and at a later stage the consignment is found to be commercial in nature, then KVS Express shall at its sole discretion forfeit/dispose off such consignment, return the consignment with cost and a penalty as per its policy with regard to misleading nature of the consignment /goods.
• KVS Express will use the consignor / consignee information as shared, to update and inform the consignor / consignee through SMS, Whatsapp and/ or email regarding the delivery status of the product and obtain feedback from the consignor / consignee regarding the said service only so as to improve the customer experience with KVS Express. Further, KVS Express or its affiliates may share promotional information or offers regarding the services provided by KVS Express only at the option of the user and at all times the user shall be in its right to opt out from receiving such information.
• Consignors will be solely liable for the details entered at the time of booking a shipment and will also be required to upload a government approved ID card. KVS Express does not bear any liability for the said information.
• All shipments are booked by KVS Express in good faith in respect of the contents thereof. The consignment shall not contain any items or materials which are prohibited/ banned, dangerous, hazardous or considered contraband by any applicable law. In the event of the shipment containing any items or material as aforesaid, the consignor agrees and undertakes to fully indemnify KVS Express for any loss, damages, costs, expenses, penalties, fines, liability thereof by KVS Express with regard to the said item or material. Further, consignor agrees to indemnify and hold the KVS Express harmless for any loss, damages, costs, expenses, penalties, fines, liabilities, of any nature whatsoever incurred or suffered by KVS Express due to any acts or omissions, breach of applicable law and/ or customer/ third party claims solely attributable to the consignor.
• Weekend days, holidays, bank holidays, delays caused by security reasons, force majeure events or any other delay beyond KVS Express’s reasonable control will not be considered as part of door to door delivery TATs/timelines. The route and the method by which KVS Express transports shipments shall be its sole discretion.
• The consignor shall not book any consignment containing any of the following nor can KVS Express knowingly carry any of the following items – fragile items, highly perishable food items, LEDs, LCDs, plasma, OLED and any kind of television screens, liquid product, livestock, perishables, live plants, flammable items (firecrackers, oil cans, adhesives, paint cans), explosives (arms, ammunition, fireworks, flares, gunpowder, airbag inflators), fire extinguishers, platinum, gold, silver, artificial jewelry, gem, precious, semi-precious metals or stones in any form including bricks, alcohol/tobacco/ medicines/drugs/poisonous goods, toxic and infectious items, high capacity batteries such as car batteries, generator batteries, machinery parts containing oil, grease, fuel or batteries, corrosive items (acids, chemicals), radioactive material, Indian postal articles such as stamps and articles like coins, banknotes, currency notes, Sodexo or securities of any kind payable to bearer, traveler’s cheques, gambling devices, lottery tickets, pornographic material, dry ice used for packaging or temperature control and other items considered contraband under the Indian Postal law. Further, consignors will not hand over any secure documents including but not restricted to passport, Aadhar Cards, bank statements, credit cards, debit cards, bank cheques and / or currency items, passports amongst other documents. KVS Express is not licensed to carry the above-mentioned products/ documents and shall have no liability in such cases if such product is handed over without the consent of KVS Express for delivery by the consignor.
• Pick up Cut off timings: The pick-up requests raised prior to 12 noon will be attempted for pick up on the same day, whereas the pick-up requests raised post 12 noon will be attempted for pick up on the next working day.
• The consignor must inform KVS Express before the scheduled pick-up in case of their unavailability at the scheduled time.
• In case of 3 failed pickup attempts, the pick-up request will be canceled by KVS Express, and the refund will be processed to the original mode of payment by KVS Express subject to the bank’s refund guidelines. Please refer to the claim section for further details.
• Shipments cannot be delivered to PO boxes or postal codes. Shipments are delivered to the consignee’s address as provided by the consignor but not necessarily to the named consignee personally. Shipments to addresses with a central receiving area will be delivered to that area only.
• If the consignee refuses delivery or the shipment is deemed to be unacceptable, or it has been undervalued for customs purposes, or if the consignee is not reasonably identified or located, KVS Express will make reasonable efforts to return the shipment to the consignor’s address at the consignor’s cost only. If KVS Express is unable to return the said shipments due to reasons attributable to the consignor alone or due to any reason beyond the control of KVS Express, the shipment may be released, disposed of by KVS Express, without incurring any liability/penalty whatsoever in this regard. Further, KVS Express will bear no liability for the same towards the consignor or any third party.
• Unless and until otherwise specified, the delivery shall be made at the address mentioned in the consignment.
• In the event of a failed pickup, the entire logistics charge / booking amount shall be refunded to the consignor’s original mode of payment within 15 working days.
• In the event of non-delivery of a shipment, the consignor can opt for the shipment to be returned. Consignors will be liable KVS Express reserves for the reverse movement charges. For the same, the return address is set as the same address registered as the sender’s/consignor’s address at the time of booking.
• The consignee of the shipment may give special instructions to deliver the Shipment to another location other than consignee’s address (for example to a neighboring address or another drop off location) or the consignee may indicate their wish to collect the Shipment from a location approved by KVS Express, only if the same is agreeable to KVS Express. These special delivery instructions, will incur additional charges and the following provisions shall apply:
  • a. The provision of any delivery receipt on which the alternative delivery location is listed shall constitute proof of delivery of the shipment.
  • b. KVS Express shall not be liable for any loss, damage or delay in any way specifically as a result of its performance of customer is / consignee is special delivery instructions
• The consignee may authorize KVS Express and KVS Express may accept to the following
  • a. to leave shipments without signing the acknowledgment of receipt at the delivery address due to the unavailability of any individual to collect the shipment.
  • b. to deliver in the letterbox/locker box In such cases, KVS Express will provide proof of delivery, on request, and will not be held liable for any loss or damage of any shipment.
• Weight: If found that the actual weight of the shipment is more than the designated value mentioned at the time of booking, KVS Express may contact the consignor to collect the deficit amount. KVS Express will be at liberty to return the shipment if KVS Express does not hear from the consignor or the balance payment is not made within 3 working days by the consignor. The decision of KVS Express in this regard will be final and binding.
• It is not possible to entertain any request for updating the delivery address once the shipment leaves the city of origin. However, consignors can make a change of contact details if duly communicated to KVS Express through the support ID. Any change in such information may lead to increasing the delivery timelines which will be the sole liability and responsibility of the consignor alone. KVS Express reserves its right to refuse the booking of any consignment without assigning any reason whatsoever.
• The consignor shall be solely responsible for all costs and expenses (GST, excise and other charges leviable by the Central / State / Local governments) and also for all costs consequent to any penalty, action, proceedings in relation to the consignment. The aforesaid costs and charges and all other levies and duties shall be payable by the consignor failing which KVS Express shall be within its rights to withhold the delivery of the consignment or forfeit the consignment entirely if required.
• KVS Express reserves the right to refuse delivery of consignment if proper acknowledgment, such as, signature, government ID card if required etc. is not given by the consignee. Further, the consignor is required to share the address of the consignee given along with the pin code and the telephone number to enable prompt delivery and easy identification.
• The consignor understands and accepts that the shipment shall be carried by KVS Express from the point of booking to the delivery address based on the address and pin code of the consignee along with the correct credentials of the consignee. For any rerouting / redirection, the consignor shall be liable to pay additional charges as applicable.
• The consignor has agreed to obtain the services of KVS Express at the consignor’s own risk.
• While KVS Express will endeavor to exercise its best efforts to provide expeditious delivery of the consignment in accordance with regular delivery schedules, KVS Express shall not under any circumstances be liable for delay or for consequences arising out of delay of the said consignment, regardless of the cause for delay.
• KVS Express shall not be liable for any delay in pickup, mis-delivery, non-delivery or loss or damage to it caused on account of an act of God, force majeure and or circumstances like strikes, riots, political and other disturbances or accidental fire, accident of vehicle carrying the goods explosions or any other cause reasonably beyond the control of KVS Express.
• The consignor should ship only a single package per airway bill number. If the consignor hands over multiple packages against a single airway bill number, KVS Express will not be liable for losses, damages or delays. In such a case KVS Express reserves the right to cancel the pick up at doorstep and KVS Express’s decision will be final and binding.
• The parcel is usually moved as per the mode of transport selected by the consignor at the time of booking. However, KVS Express reserves the right to change the mode of transport basis rules and restrictions of delivery. Parcel moved via express mode :
  • a. Cannot exceed 5kg in weight
  • b. Cannot exceed 50x50x50cm in dimensions
  • c. The contents of the parcel permitted for express movement are further restricted to not contain the following items. If these items are found in the consignments booked for Express movement, the items might be forfeited, disposed off or moved via Surface without any pre-notification or liability of KVS Express.

Dangerous Products

• Oil-based paint and thinners (flammable liquids)
• Industrial solvents
• Insecticides, garden chemicals (fertilizers, poisons)
• Lithium batteries
• Magnetized materials
• Machinery (chain saws, outboard engines containing fuel or that have contained fuel)
• Fuel for camp stoves, lanterns, torches or heating elements
• Automobile batteries
• Infectious substances
• Any compound, liquid or gas that has toxic characteristics
• Bleach
• Flammable adhesives
• Arms and ammunition
• Dry ice (Carbon Dioxide, Solid)
• Any other material suspected potential dangerous for movement by air

Restricted Items

• Precious stones, gems and jewelry
• Uncrossed (bearer) drafts / cheques, currency and coins
• Poison
• Firearms, explosives and military equipment.
• Hazardous and radioactive material
• Foodstuff and liquor
• Any pornographic material
• Hazardous chemical item
• Any other item deemed unfit for air movement

• Any claim (including for loss or damage) in respect of the consignment shall be made in writing within three (3) days from the date of receipt and sent to info@kvsexpress.com. In the case of damaged shipments, the consignor and / or consignee needs to share 3 photos of the damaged shipment and packaging along with the description of the damage. In absence of any such claims, made within the period stipulated here, KVS Express shall not be liable for the same.
• When claiming for refund against a loss or damage, the consignor must verify his / her identity as the original sender/consignor of the parcel. KVS Express may ask for relevant information to identify credibility in this case. In case credibility is not established by KVS Express, the refund request will not be entertained.
• KVS Express will be liable to compensate for any loss or damage of a shipment in transit to the extent Rs 2,000/- (Rupees Two Thousand Only) for all shipments not covered by KVS Express Protect.
• In case a shipment is covered by additional coverage offered by KVS Express Protect, compensation for loss or damage will be done in accordance with the KVS Express Protect plan as provided herein below, calculated basis the declared value of the contents at the time of booking.
• Reverse liability – In the event of mis-declaration of the product where the product causes damage to itself or any other related goods while under carriage, the consignor shall be liable for any damages related to the product including consequential damages.Void liability – In the event of mis-declaration of the product, KVS Express shall not be liable for either the logistics charge nor the declared value of goods nor the mis-shipment penalty of Rs. 2,000/- and will be in it’s right to forfeit such shipment.
• Under no circumstances will KVS Express or any of its director, officer, employee, agent or contractor be liable to the consignor or consignee for any indirect, incidental, consequential, special or exemplary losses or damages, mis-delivery, non-delivery of consignment for any reason whatsoever. More particularly, KVS Express shall not be liable for any loss of income, profits, interests and other consequential losses.
• Refund period – All claims and refunds shall be resolved within 30 – 45 working days from the day the claim has been raised. The decision of KVS Express in this regard will be final and binding.
• KVS Express Protect – The Consignor hereby undertakes and agrees that, should he/she so desire, he/she shall opt for additional coverage to secure the shipment from point of origin to point of final destination at his/her own cost. KVS Express shall not be liable for insuring the shipment.