Eshopbox Fulfilment Terms of Service ("Agreement") governs your access to and use of the Fulfilment services provided by Eshopbox E-Commerce Private Limited, a company incorporated under the Companies Act, 2013 with its registered office at 5th Floor, Ambience Mall, NH-8, DLF Phase 3, Sector 24, Gurugram, Haryana 122010 (“Eshopbox”).
By using any of the Services, or clicking through on our website, You acknowledge that You have read, understood, have the authority to, and agree to be bound by this Agreement. If You are accessing or using the Services on behalf of Your company, You represent that You are authorized to accept this Agreement on behalf of Your company and to bind such entity and its affiliates to this Agreement, and all references to "You" reference Your company. If You do not have such authority, or if You do not agree to be bound by this Agreement, You must not accept this Agreement and may not use the Services. If You are an individual, You certify that You are legally eligible to enter into an agreement/contract with a third party.
This Agreement permits You to use fulfilment services from Eshopbox pursuant to any Eshopbox ordering documents, online registration, order descriptions or order confirmations referencing this Agreement ("Order Form(s)") (Annexed herewith as Annexure A) and sets forth the basic terms and conditions under which those products and services will be delivered. This Agreement will govern Your initial purchase on the Effective Date as well as any future purchases made by You that reference this Agreement. It is clarified that the terms of Your Order shall not modify this Agreement.
The "Effective Date" of this Agreement is the date which is the earlier of:
Your initial access to any Service through any online provisioning, registration or order process, or
The Subscription Start Date as mentioned in the Workspace or Order Form.
The Agreement may be modified by the parties as per mutual agreement between them.
BY INDICATING YOUR ACCEPTANCE OF THIS AGREEMENT OR ACCESSING OR USING ANY SERVICES, YOU ARE AGREEING TO BE BOUND BY ALL TERMS, CONDITIONS, AND NOTICES CONTAINED OR REFERENCED IN THIS AGREEMENT. IF YOU DO NOT AGREE TO THIS AGREEMENT, PLEASE DO NOT USE ANY SERVICES. FOR CLARITY, EACH PARTY EXPRESSLY AGREES THAT THIS AGREEMENT IS LEGALLY BINDING UPON IT.
This Agreement comprehensively outlines the terms and conditions governing Eshopbox’s fulfilment services. These services include, but are not limited to, the receipt, inspection, storage, inventory management, picking, packaging, labelling, and associated logistics processes. These terms uniformly apply to fulfilment services directly executed by Eshopbox or through approved third‑party logistics partners. Any modification or deviation from these terms must be documented explicitly through mutual written consent of the parties.
"Inventory" means products or goods delivered by or on your behalf to Eshopbox fulfilment centres for storage, fulfilment, and delivery to your customers.
"Order" means a purchase transaction initiated and completed by your customers through your Sales Channels, which you authorize Eshopbox to fulfill.
"Sales Channels" shall mean e‑commerce platforms, websites, marketplaces, or digital channels through which your inventory is listed, marketed, and sold to end consumers.
"Eshopbox Fulfilment Centre" means any warehouse, facility, or logistics centre operated, controlled, or leased by Eshopbox where Inventory storage, order processing, and fulfilment occur.
Eshopbox undertakes to perform comprehensive fulfilment operations, including accepting deliveries, detailed inspection, accurate inventory management, secure storage, systematic order picking, secure packaging, appropriate labelling, and timely hand‑over to our respective courier partner.
These services are delivered under the brand name “Eshopbox Fulfilment” from designated fulfilment centres.
You are responsible for dispatching Inventory to the designated Fulfilment Centre using Eshopbox Shipping. Eshopbox Services will include:
Receipt of Inventory based on the Warehouse Receiving Order (WRO) raised by You.
Unloading and physical verification of goods against provided documentation.
Barcode scanning of SKUs (using either Your pre-labelled products or Eshopbox-printed barcodes, only in non-standard receiving cases).
Quality Check (QC) to assess basic product conditions.
Placement of Inventory into designated storage locations (bins, shelves, pallets).
Storage of Inventory in appropriate containment (bin, shelf, or pallet) based on item category.
Routine hygiene, sanitation, and housekeeping of the storage environment.
Maintenance of standard ambient storage conditions.
Cycle counts conducted to ensure inventory accuracy.
Any special storage requirements (e.g., temperature- or humidity-controlled storage) must be communicated in advance and approved by Eshopbox.
Picking of Order items from Inventory based on confirmed orders.
Verification of physical condition prior to invoice and shipping label generation.
Manifest generation and physical handover of packages to courier partners.
Collection and maintenance of Proof of Handover records (Order Manifestation).
MIS reports related to Inventory, order fulfilment, returns, ageing, and overall performance are accessible through the Eshopbox Workspace.
You may select from the following packaging types, subject to operational feasibility and prior approval where required:
Plain Packaging (Unbranded) – Supplied either by Eshopbox or by You.
Branded Packaging, either:
(i) supplied by You; or
(ii) procured by Eshopbox on your behalf pursuant to an approved purchase order and agreed rates.
Special-Purpose or Promotional Packaging – Including, but not limited to, gift boxes, sleeves, or seasonal packaging. Such requests must be communicated in advance and are subject to quotation and written acceptance.
Marketing Inserts – Inclusion of marketing materials such as flyers, brochures, and promotional items is permitted upon prior notice. Applicable handling and insertion fees shall be governed by the Order Form or Workspace.
You shall ensure that accurate and up-to-date dimensions (length × width × height) and weight for each SKU are maintained within the Eshopbox Workspace. Variations beyond ±5 mm from declared dimensions may result in packaging inefficiencies or additional handling charges. Eshopbox shall not be liable for issues arising from inaccurate or outdated data provided by You.
You shall submit a physical sample of each proposed packaging SKU (carton or polybag) for verification prior to bulk use.
Eshopbox shall conduct standardized drop-test protocols and communicate approval or rejection within three (3) Business Days.
Unapproved or non-compliant packaging may be rejected or reworked by Eshopbox at Your cost. Rework charges shall be invoiced in accordance with the Order Form or Workspace.
If, in any rolling thirty (30) day period, more than two percent (2 %) of outbound shipments are reported damaged in transit, and Eshopbox’s root-cause analysis attributes the issue to sub-standard packaging provided by You, Eshopbox reserves the right to:
Suspend use of the affected packaging SKU(s);
Substitute packaging at Your cost in accordance with Clause 4.5;
Charge re-pack fees and/or raise chargebacks equivalent to carrier-imposed damage penalties.
Eshopbox’s determination following internal investigation shall be conclusive unless You provide contrary evidence within five (5) Business Days.
If a live or on-demand order must be fulfilled and Your-specified packaging SKU is out of stock or otherwise unavailable, Eshopbox may, without prior approval, substitute the closest functional alternative from the Eshopbox packaging catalogue.
Such substitution shall not constitute a breach of these Fulfilment Terms, and Eshopbox will bear no liability for brand-presentation differences or customer complaints arising solely from the change in packaging.
Any incremental cost—including
higher unit price of the substitute carton or mailer,
additional void-fill or re-pack labour, and
carrier surcharges caused by increased dimensional or deadweight—will be invoiced to You as a “Packaging Substitution Charge” on the next billing cycle.
Eshopbox will record each substitution event in the Workspace order timeline; You may review and replenish the original packaging SKU to avoid future substitutions.
Packaging material supplied by You and stored at Eshopbox facilities shall remain Your property until consumed.
Title in Eshopbox-supplied packaging shall pass to You only upon issuance for order fulfilment.
No storage fee shall apply to Eshopbox-supplied packaging. Your-supplied packaging exceeding thirty (30) days of forecasted usage may attract storage charges at the Spare Parts Storage Rate specified in the Order Form or Workspace.
You shall maintain a minimum fourteen (14) day rolling buffer of approved packaging SKUs, calculated on the preceding thirty (30) days’ order volume.
All packaging materials shall be consumed on a First-In-First-Out (FIFO) basis.
Obsolete, unused, or damaged packaging may be disposed of by Eshopbox following fifteen (15) calendar days’ written notice to You, unless You arrange for collection or rectification within the said period.
Packaging exhibiting visible defects including, but not limited to, moisture damage, deformation, or structural degradation shall be quarantined.
Eshopbox may return or dispose of such material upon notification, at Your cost.
Eshopbox reserves the right to audit packaging materials supplied by You for compliance with approved specifications. Non-conforming SKUs may be blocked from use until rectified and formally re-approved.
These services are explicitly governed by documented operational and performance standards set forth within the applicable Service Level Agreement ("SLA"). You acknowledge that adherence to these operational standards is essential for ensuring service quality and timely fulfilment.
The Service Level Policy lays out the performance metrics by which You measure fulfilment Services and provides remedies/options if any.
Turn‑Around Times for Fulfilment Services
You shall ensure that Inventory delivered to Eshopbox strictly complies with our specified packaging, labelling, and documentation guidelines, clearly set out in our terms and policies. Eshopbox retains full discretion to inspect all incoming Inventory thoroughly upon receipt and reserves the explicit right to reject, return, or quarantine any Inventory shipments found to be improperly packaged, mislabelled, incomplete, or otherwise non‑compliant. All expenses associated with rejected Inventory returns shall remain your responsibility, and such Inventory shall remain your property and responsibility at all times, even when temporarily in Eshopbox’s custody.
Prior to the arrival of any inbound (non-parcel) shipment at an Eshopbox Fulfilment Centre, You shall create a consignment in the Workspace, upload the digital bill of lading i.e. challan copy, and schedule a delivery appointment in accordance with Eshopbox’s guidelines where you shall provide relevant product ID’s such as SKU, UPC, EAN, GTIN or any other product aliases.
When you fail to adhere to the Eshopbox product preparation and delivery guidelines, it leads to non-compliance with Eshopbox
All Inventory is tendered on a said‑to‑contain basis. Eshopbox is under no obligation to verify description, quantity, value, authenticity, or legality of the goods and shall not be responsible for any discrepancies arising therefrom.
You shall not tender any goods listed in Eshopbox acceptable products and use policy, which Eshopbox may amend from time to time on notice. Eshopbox may refuse, return, quarantine or dispose of non‑compliant shipments and debit all related costs, penalties or losses to You.
GRN Publication – A completed Goods Receipt Note (“GRN”) will be posted in Workspace and, if You have enabled notifications, e-mailed to the registered contact.
Dispute Window – You must raise any shortage or mismatch claim within seven (7) calendar days of GRN publication by creating a ticket in Workspace.
Waiver – Claims raised after the seven-day period are irrevocably waived and the GRN shall be deemed final and binding. Workspace visibility constitutes sufficient notice irrespective of e-mail opt-in status.
Upon acceptance, Inventory will be securely stored and maintained within our managed fulfilment centres. Inventory from multiple customers may be stored collectively within shared facilities ("commingled storage"); however, Eshopbox, with the help of its Warehouse Management System (“WMS”) and physical security measures, ensures precise identification and segregation of your inventory at all times. You explicitly acknowledge and agree that direct physical access to your Inventory within Eshopbox premises is restricted and subject strictly to our prior written approval, stringent security protocols, and operational scheduling arrangements.
Investigation, Loss Declaration and Reimbursement
Investigation Period – Inventory variances due to their unavailability during picking or cycle count on their designated storage location shall be classified as Under Investigation for up to sixty (60) calendar days from the date of first discrepancy recording in Workspace.
Provisional Reimbursement – If the variance is not resolved within the Investigation Period, the Units shall be deemed Lost and a reimbursement credit will be issued in accordance with the Service-Level Credit Schedule.
Claw-back on Recovery – Should any Unit previously reimbursed as Lost be located thereafter, Eshopbox may reverse the corresponding reimbursement (or offset an equivalent amount against the next invoice).
No Liability for Consequential Loss – Reimbursement is limited to landed cost (or the agreed cap) of the affected Units. Eshopbox shall have no liability for consequential or indirect losses, including lost sales, seasonality markdowns, or product expiry, attributable to the Investigation Period.
Eshopbox will professionally manage customer‑initiated returns and reverse logistics processes as agreed upon within our service guidelines. Inventory returned and subsequently classified as unsuitable inventory due to damage, defect, expiry, or non‑compliance shall be either returned to you or disposed of in accordance with your explicit written instructions and at your expense. Should you fail to provide timely instructions within thirty (30) calendar days following our notification, Eshopbox shall deem such Inventory as abandoned and reserves the absolute right to dispose of such Inventory, without providing any compensation or reimbursement to you, and without incurring liability for any losses arising therefrom.
If Your fees remain unpaid for a period greater than 30 days, then Eshopbox reserves the right, at its sole discretion, to reclassify Your account as an “abandoned account.” Additionally, any account that remains unpaid for greater than 60 days will automatically be deemed an abandoned account. Upon an account becoming an abandoned account, all rights to ownership of the Inventory would then immediately be forfeited by You. Inventory will become immediately and irrevocably unavailable to You, and liquidation proceedings would begin. You agree the Inventory would be free and clear of liability, and that You would assume any liability therefore. You would have no rights to the liquidation proceeds. You would also remain liable for any pending Fees above and beyond the liquidation proceeds.
You expressly acknowledge and agree to accept an annual inventory shrinkage allowance of up to 0.50 %, calculated based on the total monetary value of Inventory stored within Eshopbox fulfilment centres. Eshopbox’s financial liability for any Inventory loss, damage, or shrinkage exceeding this stipulated allowance shall be strictly limited to an amount not exceeding the lower of either:
ten percent (10 %) of the total affected Inventory’s monetary value; or
an amount equivalent to one month’s average storage charges paid by you.
Eshopbox explicitly excludes liability for consequential, incidental, indirect, or punitive losses, including but not limited to lost sales, revenue, anticipated profits, or market reputation.
Eshopbox shall issue an SLA credit equivalent to 20 % of the Maximum Retail Price (MRP) of the lost product. However, the SLA credit for any single lost item shall be capped at a maximum of INR 2,000.
Responsibility for covering Inventory against theft, fire, flood, accidental damage, natural disasters, or other risks during transit, storage, handling, or fulfilment remains exclusively yours unless Eshopbox explicitly assumes this responsibility in writing. You are encouraged to procure and maintain adequate and comprehensive risk coverage covering your Inventory before, during, and after the period it is stored, managed, or fulfilled by Eshopbox.
You warrant that all Inventory complies with every applicable law, standard, and industry code in the jurisdiction of storage, transit, and sale, including import/export, product-safety, consumer-protection, and environmental laws.
You are the importer and/or exporter of record for all cross-border Inventory and shall obtain and maintain all licences, HS codes, and documentation and shall indemnify Eshopbox for duties, penalties, or carrier charges that arise from inaccurate declarations or non-compliance.
You will
preload accurate SKU data, dimensions, weights, serial/lot numbers, and shelf-life information into Workspace before inbound, and
update such data within 24 hours of any change. Eshopbox may rely on the latest data without obligation to verify.
Inventory must arrive barcode-ready using Eshopbox’s labelling standards, free of dunnage that cannot be easily recycled, and packaged to withstand normal warehousing and Carrier handling. Non-compliant cartons may be reworked by Eshopbox at the rework fees in the Rate Card.
Eshopbox offers guidelines and services to ensure the safe handling and transportation of fragile and perishable goods. This section outlines the responsibilities of You, liability limits, and additional fees related to these shipments.
Eshopbox provides specific guidelines for packaging fragile and perishable goods. You are responsible for adhering to these guidelines. For fragile items, use sturdy, corrugated boxes, wrap items individually with protective materials like bubble wrap, and label packages as "Fragile" for proper courier handling. For perishable goods, ensure proper insulation with thermal packaging, gel packs, or dry ice, use leak-proof packaging, and specify delivery timelines to maintain freshness. Non-compliance may increase the risk of damage or spoilage and could limit liability coverage.
For fragile goods, Eshopbox will not be liable for damage resulting from improper packaging or insufficient labeling. For perishable goods, claims for spoilage will only be considered if the shipment adheres to the recommended guidelines. Any compensation will be subject to the liability clause terms specified in the Order Form, Workspace or applicable insurance policy.
Handling fragile and perishable goods will involve additional charges. Eshopbox will charge for providing specific packaging solutions upon request, priority handling for expedited delivery or dedicated handling, and cold chain logistics costs for temperature-sensitive shipments. You will be informed of such fees in advance. By shipping fragile and perishable goods through Eshopbox, You agree to these terms and acknowledge the associated risks and liabilities.
You will maintain all-risk property insurance covering 100 % of landed cost/value of Inventory while stored at Eshopbox Facilities, with Eshopbox named as additional insured; or, if you decline to insure, you expressly accept the limitations of liability clause as per Section 21 of the Master Subscription Agreement (“MSA”).
If actual order volumes exceed the higher of (i) the monthly forecast by 20 % or (ii) historical 30-day averages by 20 %, Eshopbox may (a) suspend SLAs, (b) apply Surge Fees, or (c) re-prioritise orders.
You must (i) keep Workspace credentials confidential and implement 2-factor authentication, (ii) process data strictly within Workspace APIs, and (iii) notify Eshopbox of any suspected compromise within 24 hours.
During the Term and for 12 months thereafter, you shall not solicit or contract directly with any labor hire agency, or employee of Eshopbox introduced in connection with the Services.
You may request an RTV for any of the above categories through Workspace. Eshopbox will consolidate units, generate a Warehouse Receiving Order (WRO) and notify you of:
SKU list and quantities
packaged Box IDs, and
pick-up address.
You shall arrange pick-up through your nominated carrier within fifteen (15) calendar days of Eshopbox’s notification.
Title and risk in the RTV Inventory pass to you upon loading onto the carrier’s vehicle.
If pick-up is not completed within the 15-day window, Eshopbox bears no liability for loss, damage, or misplacement of such packed items and may, at its discretion, charge storage or disposal fees.
Claims will be accepted only if all conditions below are met:
The invoice quantity matches the quantity advised by Eshopbox, or you provide documentary evidence for any variance.
Pick-up occurred within the 15-day window stated in Clause 9.3.
The claim is lodged within fifteen (15) calendar days of pick-up.
Relevant Box ID(s) with the alleged discrepancy.
Continuous, un-edited video footage of each box being opened, clearly showing Box ID and SKU labels.
Detailed list of items claimed as missing, excess, or damaged, and items actually received.
Upon receipt of a compliant claim, Eshopbox will investigate and respond within ten (10) Working Days.
Where Eshopbox confirms liability, remedy will be limited to (i) replacement with like Inventory (if available) or (ii) credit equal to landed cost of confirmed shortage, subject to the liability clause
Claims that do not satisfy the timelines or documentation requirements in Clauses 10.3-10.5 are deemed waived and irrevocably released.
Condition of Returned Units
Non-Sellable Returns – Units received from end-customers with (i) damaged brand packaging, (ii) missing tags, (iii) dirt or stains, or (iv) incorrect/wrong product shall be recorded as Non-Sellable Returns in Workspace.
RTV as-is – Such Units will be included in Return-to-Vendor (“RTV”) shipments as-is without liability for Eshopbox. No claims (loss, damage, or value erosion) will be accepted in respect of Non-Sellable Returns once so classified. Supporting images and reasons are available in the Workspace for Your audit.
Upon any termination or expiry of this Agreement, Storage Fees shall continue to accrue daily on all remaining Inventory until:
the Inventory is physically collected by You or Your nominated carrier; or
the Inventory is otherwise disposed of in accordance with Clause 11.4. Fee Basis
Storage Fees are calculated on the greater of:
the volumetric dimensions of each Unit (length × width × height) as measured by Eshopbox; and
the ageing band of the Inventory, as set out in the Order Form or Workspace.
Eshopbox may, at any time, re-measure or scan Inventory to verify dimensions and weight.
If the You-declared dimensions differ from Eshopbox’s measurements, Eshopbox may:
retroactively re-rate Storage Fees for the period from the date the variance arose; and
issue a supplemental invoice for the difference, payable in accordance with the fee.
If Inventory is not collected within thirty (30) calendar days after the effective termination date, Eshopbox may, upon seven (7) calendar days’ additional written notice, exercise any of the following remedies:
(i) continue to charge Storage Fees at the highest ageing band then applicable;
(ii) treat the Inventory as abandoned and dispose of, liquidate, or recycle the goods in any commercially reasonable manner.
All disposal or return costs, including handling and administrative charges, shall be for the Your account.
Lien for Unpaid Storage FeesEshopbox shall have a general and specific lien on all Inventory in its possession for any unpaid Storage Fees, disposal costs, or other charges and may withhold release of Inventory until such sums are settled in full.
Failure by Eshopbox to invoice or collect Storage Fees immediately upon termination shall not be deemed a waiver of its right to levy such fees at any time thereafter.
Eshopbox commits to maintaining transparent, accurate inventory records. You may periodically request formal inventory reconciliations and audits. Should discrepancies arise, formal claims supported by appropriate documentation must be submitted within thirty (30) calendar days following the issuance of relevant inventory records or reports. Any claims made beyond this timeframe shall not be entertained, and Eshopbox’s recorded inventory data will thereafter be considered final, conclusive, and binding upon both parties.
Within ten (10) Working Days after the close of each calendar quarter, Eshopbox will make available on the Workspace a Reconciliation Statement setting out:
opening stock
receipts
dispatches/returns
shrinkage or loss events recorded
closing stock for each SKU.
You shall review the Reconciliation Statement and, within fifteen (15) Working Days of its publication, either:
Issue a written No-Due Certificate confirming that You agrees with the balances shown; or
raise any discrepancies by submitting a support ticket through the Workspace, together with supporting documentation.
If You fails to act under sub-clause (b) within the stated period, the Reconciliation Statement shall be conclusively deemed accepted, the corresponding inventory balances shall be locked, and You waives any right to raise claims (including loss, damage, or mis-count) for that quarter thereafter.
All investigations or cycle counts initiated at Your request after acceptance shall be treated as chargeable audits under Section 13 and performed at Your cost.
Eshopbox (or its appointed auditor) may, on at least five (5) Working Days’ notice, audit Your records and/or inspect Inventory to verify compliance with this Agreement. Audits conducted due to variance > 0.20 % or any breach will be at Your cost; otherwise Eshopbox bears the cost. Physical access to any fulfilment centre is strictly by prior written appointment, escorted by Eshopbox personnel, and subject to safety and confidentiality SOPs.
Cost Recovery – Physical or system audits requested by You, or required due to regulatory inquiry, shall be chargeable on a time-and-materials basis for
labour
scanning devices, and
supervisory overhead, at the rates set out in the Audit Fee Schedule.
SLA Hold – Service-level commitments are suspended under active audit for the duration of the audit plus one Business Day for system normalization.
Scope: Eshopbox will capture and store
outbound packing videos
inbound return-inspection videos, accessible through Workspace.
SLA Commitment: Media will be available for at least ninety percent (90 %) of eligible Orders/Returns in any calendar month (“Media SLA”).
Service Credit: If the Media SLA is missed in a given month, Eshopbox will credit You with
the media-capture fee and
any return-storage fee applicable to the affected Units. This credit is Your sole remedy for Media SLA failure.
Upon gaining awareness of potential or actual product recalls, safety concerns, regulatory notices, or similar issues affecting Inventory, you shall immediately inform Eshopbox in writing. You agree to fully cooperate and bear all associated costs and responsibilities, including but not limited to notification, customer communications, Inventory return logistics, disposal, and other related recall actions.
Eshopbox reserves the explicit right to engage professional third‑party logistics providers ("3PLs") for executing certain fulfilment tasks. Despite such delegation, Eshopbox shall remain accountable and responsible for the performance of its obligations under this agreement, subject strictly to the defined limitations of liability specified herein.
Eshopbox may immediately suspend or terminate provision of fulfilment services upon identification of fraudulent, unlawful, or unethical activities, continuous non‑compliance with operational guidelines, repeated customer complaints, unusually high return rates, or any activity exposing Eshopbox to reputational harm or legal risks. Upon receiving written termination notice, you must promptly facilitate removal of all your Inventory within thirty (30) calendar days.