SHIPPING & DELIVERY POLICY
Last updated: 26 July 2026
This Shipping & Delivery Policy (“Policy”) applies to products purchased through StellDex Machines on stelldex.com, stelldex.ae and any other StellDex sales channel that refers to this Policy.
This Policy forms part of the StellDex Machines Terms of Sale and should be read together with the Returns, Refunds and Cancellation Policy.
Products are sold and invoiced by:
StellDex EcomSphere (OPC) Private Limited
423, Kallery House
Kunhome PO, Wayanad 670731
Kerala, India
Corporate Identification Number: U47594KL2023OPC084888
Nothing in this Policy excludes or restricts any consumer right that cannot lawfully be excluded or restricted.
1. Shipping destinations
StellDex Machines currently accepts orders for delivery within:
- India; and
- the United Arab Emirates.
Availability may vary by product, delivery location, regulatory requirements and fulfilment route.
StellDex may decline an order where a product cannot be lawfully, safely or commercially delivered to the stated address.
2. Seller and fulfilment model
StellDex EcomSphere (OPC) Private Limited is the seller and invoice issuer for orders placed through StellDex Machines.
Orders may be fulfilled from:
- a StellDex facility;
- an approved manufacturer or distributor facility;
- a warehouse in India;
- an approved international distribution centre; or
- another authorised fulfilment location.
Products may be shipped directly from an approved manufacturer, distributor or logistics facility to the customer.
Direct fulfilment by another party does not make that party the seller. StellDex remains responsible for accepting the order and coordinating fulfilment, delivery and customer support.
3. UAE exporter and importer of record
Products delivered to the UAE may be exported from India or another approved source.
For UAE Orders:
- StellDex is the seller and invoice issuer;
- the applicable exporter will be identified on the invoice or accompanying transaction documents;
- the importer of record will be identified on the invoice or accompanying transaction documents;
- the importer of record will handle the import and customs-clearance functions assigned to it; and
- the customer will not ordinarily be required to act as the importer of record.
The use of an exporter, importer of record, customs broker, carrier or fulfilment provider does not reduce an obligation expressly accepted by StellDex.
4. Prices, shipping charges and taxes
The product price and applicable delivery charges will be shown before the customer places the order.
For India Orders, the price includes applicable GST unless clearly stated otherwise.
For UAE Orders:
- applicable UAE VAT is included in the amount charged;
- ordinary import duties, customs-clearance costs and IOR charges included in the transaction form part of the checkout price; and
- the customer will not be asked to pay an undisclosed ordinary import, customs or IOR charge after placing the order.
Additional costs may be charged where they result from:
- incorrect or incomplete information provided by the customer;
- a delivery change requested by the customer;
- failed or refused delivery;
- storage caused by the customer;
- failure to provide required documentation; or
- another customer-requested change.
Any such charge must be permitted by law and supported by reasonable documentation.
Banks, card issuers and payment providers may separately charge currency-conversion or international-payment fees. StellDex does not control those charges.
5. Order processing
Order processing begins after:
- StellDex accepts the order;
- cleared payment is received;
- required verification is completed;
- the product or supplier stock is confirmed; and
- any necessary export, import or regulatory information is available.
Processing time is separate from delivery time.
Products requiring special sourcing, configuration, regulatory approval or additional documentation may require longer processing.
StellDex will notify the customer where a material processing delay becomes known.
6. Estimated delivery periods
The estimated delivery period will be displayed during checkout or stated in the order confirmation.
Typical delivery periods after dispatch are:
- India: approximately 2–7 business days;
- UAE: approximately 5–15 business days.
These periods are estimates and not guaranteed delivery dates unless StellDex expressly confirms a guaranteed date in writing.
Delivery time may vary depending on:
- product availability;
- fulfilment location;
- payment verification;
- product configuration;
- export processing;
- import and customs clearance;
- regulatory approval;
- carrier capacity;
- the delivery address; and
- events outside StellDex’s reasonable control.
7. Order verification
StellDex may review an order before dispatch, particularly where it involves:
- a high-value purchase;
- an unusual quantity;
- a billing and delivery-address mismatch;
- an international payment;
- a restricted or regulated product;
- suspected fraud;
- an incomplete address; or
- a special delivery request.
StellDex may request information reasonably required to verify the order, payment, recipient, destination or intended use.
An order may be delayed or cancelled if the requested information is not provided.
8. Customs and regulatory processing
StellDex and its appointed providers will coordinate the ordinary export, import and customs process for UAE Orders.
The customer must provide accurate information reasonably required for this process, which may include:
- full legal name;
- telephone number;
- email address;
- complete delivery address;
- identification information where legally required;
- recipient information; and
- intended-use information for regulated products.
StellDex will provide or arrange the ordinary commercial and shipping documentation required for the agreed route.
StellDex may cancel an order where:
- the product cannot lawfully be exported or imported;
- a required conformity or regulatory approval is unavailable;
- the importer of record cannot accept the shipment;
- a competent authority rejects the shipment;
- the customer does not provide required information; or
- the transaction creates a sanctions, safety or compliance concern.
Where StellDex cancels an order for reasons not caused by the customer, StellDex will refund the amount paid for the cancelled portion.
9. Dispatch and tracking
When available, StellDex will provide:
- dispatch confirmation;
- the carrier’s name;
- a tracking number or tracking link; and
- an updated delivery estimate.
Tracking information may take time to become active after the shipment is handed to the carrier.
Some multi-product orders may arrive in separate packages or through different carriers.
10. Delivery address
The customer must provide a complete and accurate delivery address, telephone number and any access instructions required for delivery.
StellDex is not responsible for a delay caused by:
- an incorrect or incomplete address;
- an unavailable recipient;
- restricted access to the delivery location;
- incorrect contact information;
- refusal to provide information required by the carrier; or
- a customer-requested address change.
A delivery-address change may not be possible after dispatch.
Where an address change is accepted, the customer may be responsible for any reasonable additional charge resulting from the change.
11. Receiving the delivery
Delivery may be made to:
- the customer;
- an authorised recipient;
- a person reasonably appearing authorised at the delivery address;
- reception or security at the delivery location; or
- an agreed collection point.
The carrier may require:
- a signature;
- a one-time password;
- identification;
- a delivery photograph; or
- another form of delivery confirmation.
The customer must not provide a delivery verification code before the shipment has arrived and been presented for delivery.
A carrier record, signature, one-time password or delivery photograph may be used as evidence of delivery.
12. Partial deliveries
Where an order contains multiple products, StellDex may deliver the products separately.
The customer will not be charged an additional ordinary shipping fee merely because StellDex divides an order into multiple shipments, unless a separate delivery arrangement was requested by the customer.
The order will not be considered fully delivered until all products included in the accepted order have been delivered or otherwise resolved.
13. Delivery delays
Delivery dates are estimates unless expressly guaranteed in writing.
StellDex will provide reasonable notice where it becomes aware of a material delay.
Where possible, StellDex may offer:
- a revised delivery estimate;
- an alternative fulfilment route;
- a suitable replacement product, subject to customer approval; or
- cancellation of the undelivered product.
Where a substantial delay occurs and an acceptable revised delivery arrangement cannot be provided, the customer may cancel the undelivered portion and receive a refund for it, subject to applicable law.
14. Failed or refused delivery
Where delivery cannot be completed because:
- the recipient is unavailable;
- the address is incorrect;
- access is unavailable;
- the recipient refuses the package;
- required identification is not provided; or
- the customer does not respond to the carrier,
the carrier may attempt redelivery, hold the product at a collection location or return it to the sender.
The customer may be responsible for reasonable and documented:
- redelivery costs;
- storage charges;
- return transportation; and
- re-import or handling costs,
where the failed delivery was caused by the customer and the charge is permitted by law.
If a shipment is returned to StellDex, any refund will be handled under the Returns, Refunds and Cancellation Policy.
15. Loss or damage in transit
Risk of accidental loss or damage remains with StellDex until the product is delivered to the customer or an authorised recipient.
If a shipment appears visibly damaged, the customer should:
- record the damage with the carrier where possible;
- take photographs before opening the package;
- retain all packaging and shipping labels; and
- contact StellDex as soon as reasonably possible, preferably within 48 hours.
If a package is missing or tracking shows delivery but the package has not been received, the customer should contact StellDex promptly.
StellDex will investigate the matter with the carrier, fulfilment provider or insurer.
The suggested reporting period helps StellDex pursue a carrier claim. It does not remove a statutory right or a right relating to damage that was not reasonably visible at delivery.
16. Inspection after delivery
The customer should inspect the delivered products promptly.
Incorrect products, missing items or apparent quantity discrepancies should be reported to:
The customer should retain:
- the packaging;
- delivery documentation;
- serial numbers;
- photographs; and
- other evidence reasonably required to investigate the issue.
Defective, damaged, incomplete and incorrectly supplied products are handled under the Returns, Refunds and Cancellation Policy.
17. Cancellation before dispatch
A customer may request cancellation before dispatch by contacting:
StellDex will normally accept cancellation of a standard product where:
- it has not been dispatched;
- no irreversible supplier commitment has been made; and
- configuration or customisation has not begun.
An order that has already been dispatched cannot normally be cancelled before delivery. The customer may request a return after delivery under the Returns, Refunds and Cancellation Policy.
Special Orders and configured products may be subject to separately disclosed cancellation conditions.
18. Cancellation by StellDex
StellDex may cancel an order before delivery where:
- the product is unavailable;
- supplier stock cannot be secured;
- an obvious price or product-description error has occurred;
- payment is declined, reversed or not received;
- the order appears fraudulent or unauthorised;
- the address cannot be serviced;
- the product cannot lawfully be exported, imported or delivered;
- a required regulatory route is unavailable; or
- the customer fails to provide information required to fulfil the order.
Where StellDex cancels an order for reasons not caused by the customer, StellDex will refund the amount paid for the cancelled portion, including the applicable delivery charge.
19. Returns and refunds
Return eligibility, procedures, return shipping and refunds are governed by the StellDex Returns, Refunds and Cancellation Policy.
Customers must not send a product directly to a manufacturer, distributor, exporter, importer of record or warehouse unless StellDex provides written instructions to do so.
For a UAE Order, a refund approved under the Returns, Refunds and Cancellation Policy will include the refundable amount paid to StellDex, including the applicable VAT component.
20. Restricted products and destinations
Certain products may be subject to:
- export controls;
- import restrictions;
- product-safety requirements;
- wireless or telecommunications approvals;
- battery-transport restrictions;
- sanctions; or
- other legal or regulatory requirements.
A product being displayed on the Site does not guarantee that it can be delivered to every address.
StellDex may restrict or refuse delivery where the required shipping or compliance route is unavailable.
21. Force majeure
StellDex is not responsible for delay caused by circumstances beyond its reasonable control, including:
- natural disasters;
- severe weather;
- fire or flood;
- war or civil disturbance;
- government action;
- border closure;
- sanctions or sudden regulatory restrictions;
- customs delays;
- carrier disruption;
- strikes;
- cyberattacks;
- utility or communications failure; or
- supplier allocation failure.
StellDex will take reasonable steps to reduce the effect and resume delivery.
If the event prevents delivery for an extended period, StellDex may offer a revised delivery arrangement or allow cancellation and refund of the undelivered portion.
22. Enterprise and bulk orders
StellDex Enterprise orders, bulk purchases and organisational procurement transactions may be governed by a separate quotation, order confirmation or commercial agreement.
Those documents may specify:
- delivery terms;
- Incoterms;
- delivery sites;
- importer responsibilities;
- insurance;
- partial deliveries;
- inspection requirements;
- deployment arrangements; and
- delay remedies.
Where an Enterprise Contract Document expressly differs from this Policy, that document will apply to the relevant Enterprise transaction, subject to mandatory law.
23. Complaints and grievances
Shipping and delivery enquiries should be sent to:
Customer Support
Email: support@stelldex.com
Please include the order number and a description of the issue.
Grievance Officer — India
Anshif Basheer
Founder and Grievance Officer
Email: anshif@stelldex.com
Consumer complaints will be acknowledged within 48 hours and addressed within one month, or sooner where required by applicable law.
UAE customers may also submit a complaint to the competent UAE consumer-protection authority where applicable.
24. Changes to this Policy
StellDex may update this Policy prospectively to reflect changes in law, delivery providers, fulfilment routes or business operations.
The “Last updated” date shows the latest revision.
An accepted order remains governed by the version of this Policy in effect when the order was accepted, unless:
- StellDex offers a more favourable updated condition;
- the parties agree otherwise; or
- a change is required by mandatory law.
25. Contact
For shipping, tracking and delivery enquiries:
For general enquiries:
For privacy matters:
StellDex EcomSphere (OPC) Private Limited
423, Kallery House
Kunhome PO, Wayanad 670731
Kerala, India
Corporate Identification Number: U47594KL2023OPC084888