Shipping Policy
Capella Global Private Limited, the official channel partner of the LOXTEL brand, is committed to providing reliable, secure, and efficient shipping services to customers across India and international markets. We understand that timely delivery is an essential part of customer satisfaction, and therefore we take every reasonable measure to ensure that products are processed, packaged, dispatched, transported, and delivered with the highest level of care and professionalism. This Shipping Policy outlines the procedures, timelines, responsibilities, and conditions applicable to all product shipments made by Capella Global Private Limited.
Our commitment to reliable delivery begins with careful order management and quality assurance procedures. Every order received through our website, authorized partners, dealers, distributors, or direct sales channels is reviewed and verified before dispatch. We ensure that products undergo final inspection and secure packaging to minimize the risk of damage during transportation. Our objective is to provide customers with a smooth and dependable purchasing experience from the moment an order is placed until the product is successfully delivered and installed.
Once payment confirmation is received, orders are typically processed within one to two business days. During this stage, our team verifies product availability, confirms customer information, prepares shipping documentation, and coordinates dispatch arrangements. Upon successful processing, customers receive confirmation of their order along with relevant details regarding shipment preparation. While every effort is made to process orders within the stated timeframe, delays may occasionally occur during peak demand periods, public holidays, inventory audits, or circumstances beyond our control.
Products are dispatched through trusted and reputable third-party logistics and courier partners selected based on their service quality, reliability, and delivery performance. Once an order leaves our warehouse or designated dispatch center, customers receive shipment tracking information via email, SMS, WhatsApp, or other available communication channels. This allows customers to monitor the progress of their shipment in real time and stay informed about the estimated delivery schedule.
Within India, most deliveries are completed within three to seven business days depending on the destination city, courier coverage, accessibility, and local operating conditions. Deliveries to remote regions, hill stations, islands, rural locations, restricted zones, or areas affected by transportation limitations may require additional transit time. Customers are encouraged to consider these factors when planning installations, project schedules, or operational requirements that depend on product delivery.
For international shipments, delivery timelines may vary significantly depending on the destination country, customs clearance procedures, import regulations, local transportation networks, and government requirements. International customers should allow additional time for customs inspections and processing. Capella Global Private Limited is not responsible for delays caused by customs authorities, border inspections, import restrictions, or destination-country regulatory requirements. Customers are advised to familiarize themselves with local import regulations before placing international orders.
Customers are strongly encouraged to inspect the packaging and external condition of all shipments immediately upon delivery. Any visible signs of damage, tampering, leakage, missing seals, or mishandling should be documented and reported to our support team without delay. Accepting visibly damaged shipments without notation may affect eligibility for certain claims or investigations. Proper inspection at the time of delivery helps protect both the customer and the company while facilitating quicker resolution of shipping-related concerns.
Where installation services are included or applicable, Capella Global Private Limited aims to arrange installation within twenty-four hours of successful product delivery, subject to service availability and location accessibility. Our trained installation personnel or authorized service partners will coordinate with the customer to ensure proper installation, configuration, testing, and operational guidance. Installation timelines may vary depending on regional availability, project requirements, weather conditions, or customer scheduling preferences.
Shipping charges are calculated based on factors such as destination, package dimensions, shipment weight, product category, order value, and applicable courier rates. Any shipping fees are displayed transparently during the checkout process or communicated prior to invoice generation. For international shipments, customs duties, import taxes, local levies, clearance fees, or government-imposed charges are not included in the product price or shipping charges unless explicitly stated. Such charges remain the sole responsibility of the customer and must be paid directly to the relevant authorities or service providers.
Customers must provide complete, accurate, and accessible delivery information at the time of purchase. Capella Global Private Limited shall not be responsible for failed deliveries, delays, additional transportation charges, or lost shipments resulting from incorrect addresses, inaccurate contact information, customer unavailability, or restricted site access. Deliveries are generally attempted during standard business hours between 9:00 AM and 6:00 PM, although schedules may vary depending on courier operations and regional conditions.
Any mechanical damage, shipping damage, packaging issues, or delivery discrepancies must be reported within one hour of receipt of the shipment. Missing items, shortages, or incorrect product deliveries must be reported within twenty-four hours of delivery. Prompt reporting allows our team to investigate the matter efficiently and determine eligibility for replacement, refund, warranty support, insurance claims, or corrective action. Claims submitted after the specified reporting periods may not qualify for assistance unless otherwise required by applicable law.
Capella Global Private Limited shall not be liable for delivery delays or service interruptions caused by events beyond our reasonable control. Such events may include severe weather conditions, floods, earthquakes, pandemics, government restrictions, transportation disruptions, labor strikes, customs inspections, civil disturbances, power failures, cyber incidents, or other force majeure circumstances. While we will make every effort to minimize the impact of such events, delivery commitments may be affected when circumstances are outside our operational control.
Customers requiring assistance with shipping, tracking, delivery status, installation scheduling, returns, or shipment-related concerns may contact our dedicated customer support team. We are committed to providing prompt assistance and maintaining transparent communication throughout the delivery process. Customers may reach us at support@loxtel.com, visit www.loxtel.com, call +91-8075932161, or write to Capella Global Private Limited, No. 9/22, Pranavam Building, Mamba (PO), Kannur, Kerala, India – 670611.
This Shipping Policy shall be governed by and interpreted in accordance with the laws of India. Any disputes, claims, controversies, or legal proceedings arising from or relating to shipping, delivery, transportation, returns, or related services shall be subject to the exclusive jurisdiction of the competent courts located in Kannur, Kerala, India.
For product returns, warranty claims, damaged goods, replacement requests, or approved refunds, customers must send the product to Capella Global Private Limited, No. 9/22, Pranavam Building, Mamba (PO), Kannur, Kerala, India – 670611. Returned products should be securely packaged and accompanied by proof of purchase, invoice copies, warranty documentation, photographs where applicable, and any additional information requested by our support team. Following these procedures helps ensure efficient processing and timely resolution of all return-related requests.