PAYMENT POLICY

Effective Date: 1 August 2025
Last Updated: 3 October 2026

This Payment Policy (“Payment Policy”) governs payments made for purchases through Penshelf.com (“Website”, “Penshelf”, “we”, “us” or “our”), operated by Parviksha Trading Private Limited.

This Payment Policy forms an integral part of our Terms and Conditions and should be read together with our Shipping Policy, Returns & Refunds Policy, Privacy Policy, Cancellation Policy and, where applicable, E-Gift Card Terms and Conditions.

By placing an order and selecting a payment method on Penshelf.com, you acknowledge that you have reviewed and accepted the applicable price, taxes, delivery charges, payment charges and other amounts displayed to you before confirming the order.

Nothing in this Payment Policy is intended to exclude, restrict or waive any rights available to a consumer under applicable Indian law.

1. Currency and Pricing

All transactions on Penshelf.com are processed in Indian Rupees (INR/₹) unless expressly stated otherwise.

The price payable for an order will be the price displayed at checkout at the time the customer places the order, together with applicable taxes, shipping charges, Cash on Delivery charges, gift-wrapping charges or any other compulsory or optional charges selected by the customer.

The complete amount payable will be displayed before the customer confirms the purchase.

Product prices, promotional offers and discounts may change from time to time. A subsequent change in the listed price will not ordinarily affect an order already accepted by Penshelf.

A tax invoice will be issued as applicable under Indian law.

2. Available Payment Methods

Penshelf currently offers the following principal payment options:

Prepaid / Online Payments

Online payments are processed through Razorpay Payments Private Limited (“Razorpay”) and its participating banks, card networks, UPI service providers and other payment-system participants.

Depending on availability at checkout, payment methods may include credit cards, debit cards, UPI, net banking, wallets and other methods supported and enabled by Razorpay.

Only the payment methods actually displayed at checkout will be available for a particular transaction.

Cash on Delivery (COD)

Eligible customers may select Cash on Delivery (“COD”), where available.

Penshelf uses Shiprocket and its courier/logistics partners to facilitate delivery and collection of the COD amount. The delivery agent collects the amount payable for the order at the time of delivery on behalf of Penshelf.

Availability of COD may depend on delivery PIN code, courier serviceability, order value, product type, verification requirements and Penshelf’s reasonable fraud and risk controls.

3. Cash on Delivery Conditions

The maximum COD order value currently permitted by Penshelf is ₹5,000, unless a different limit is expressly shown at checkout.

Orders exceeding the permitted COD limit must be paid through an available prepaid payment method.

A COD order may be subject to phone, SMS, WhatsApp or other reasonable order-verification procedures before dispatch.

Penshelf may decline or cancel a COD order before dispatch where reasonably necessary because of an invalid or incomplete address, failed verification, suspected fraud, repeated refusal of COD shipments, non-serviceability of the destination, product restrictions or another legitimate operational or security reason.

Where COD is available, the customer must pay only the amount stated in the order/invoice or otherwise officially communicated by Penshelf.

The method by which a courier accepts COD payment at the doorstep may vary between courier partners. Availability of cash, UPI, card or another mode at delivery is determined by the relevant courier partner and should not be assumed unless specifically communicated.

4. Payment and Shipping Charges

Any applicable payment, shipping, COD or handling charge will be disclosed before the customer places the order.

Under Penshelf’s currently published Shipping Policy, the standard shipping charge is ₹49 for prepaid orders and ₹99 for COD orders, unless the charge is waived, reduced or replaced by a free-shipping or promotional offer expressly displayed at checkout.

Where a free-shipping threshold or promotional shipping offer applies, the amount displayed in the final checkout summary will govern that particular transaction.

Shipping and COD charges relating to cancellation, return, refusal or failed delivery will be handled in accordance with the Shipping Policy and Returns & Refunds Policy, subject always to applicable consumer law.

5. Payment Authorisation and Order Confirmation

For a prepaid order, submission of payment details constitutes an instruction to the customer’s bank, card issuer, UPI provider or other payment-service provider to authorize the applicable transaction.

A payment shown as “successful” by a bank or payment provider does not necessarily mean that Penshelf has received final confirmation of the payment.

An order will be processed after Penshelf receives appropriate payment confirmation and completes applicable order, inventory, security and verification checks.

Receipt of a payment acknowledgement or payment ID does not by itself guarantee product availability or final acceptance of the order.

If Penshelf cannot accept an order after payment has successfully been captured, including because of stock unavailability, a pricing or inventory error, inability to fulfil the order or a legitimate security concern, Penshelf will cancel the affected order and initiate an appropriate refund.

6. Failed, Pending or Interrupted Payments

A transaction may fail, remain pending or be interrupted because of issues including network interruptions, bank downtime, UPI or card authorization failure, insufficient funds, incorrect credentials, payment-provider downtime, transaction limits or security controls.

Where an order is shown as unpaid but the customer’s bank account appears to have been debited, the customer should not rely solely on the bank debit notification as proof of a successful Penshelf order.

The customer should contact Penshelf at support@penshelf.com and provide the Penshelf Order ID, Razorpay Payment ID or bank transaction reference number, payment date and amount.

Customers should never send Penshelf their complete card number, CVV, UPI PIN, OTP, internet-banking password or other confidential authentication credentials.

Penshelf will attempt to reconcile the transaction with Razorpay or the relevant service provider.

Where a transaction has failed but money has been debited, the bank, payment network or payment provider may automatically reverse the debit in accordance with its applicable processing rules and regulatory timelines.

7. Duplicate Payments

If the same Penshelf order is accidentally charged more than once and duplicate receipt of funds is verified, Penshelf will initiate a refund of the excess amount through the applicable payment channel.

Customers reporting a suspected duplicate debit should contact support@penshelf.com with the relevant payment references and should not provide confidential banking credentials.

8. Refunds for Prepaid Orders

Eligibility for a cancellation, return, replacement or refund is governed primarily by Penshelf’s applicable Returns & Refunds Policy and Cancellation Policy.

Where a refund for an online payment is approved, it will ordinarily be initiated through Razorpay and returned to the same payment instrument or payment method from which the original transaction was made, wherever required or supported by the applicable payment system.

Penshelf’s honor refund timeline for an approved refund is 5 to 7 business days from approval.

After Penshelf or Razorpay has initiated the refund, the time taken for the amount to appear in the customer’s bank, card, UPI account or other payment instrument may additionally depend on the customer’s bank, card issuer, payment network or service provider.

Refund processing does not mean Penshelf can control the date on which a bank or payment provider finally reflects the credit in the customer’s account.

Any refund rights provided by applicable law will remain unaffected.

9. Refunds for Cash on Delivery Orders

Where a refund for an eligible COD order is approved, Penshelf cannot ordinarily refund the amount in cash through the delivery agent.

Penshelf will request appropriate bank-account or UPI details from the customer through an authorised Penshelf communication channel for the limited purpose of processing the approved refund.

The timeline for approved COD refunds is 15 to 18 business days from approval.

Customers must ensure that the bank or UPI details supplied for the refund are complete and accurate. Penshelf will not request a UPI PIN, OTP, ATM PIN, CVV or internet-banking password for processing a refund.

10. Cancellations

Cancellation eligibility is governed by the Penshelf Cancellation Policy and the applicable stage of order processing.

A COD order that has already been dispatched may not ordinarily be cancellable through Penshelf’s normal cancellation process.

For prepaid orders, where cancellation is accepted and a payment has already been captured, an eligible refund will be processed in accordance with this Payment Policy and the Returns & Refunds Policy.

Nothing in this section limits any mandatory cancellation, refund or consumer remedy available under applicable law.

11. Payment Security and Storage of Payment Information

Penshelf uses Razorpay for the processing of prepaid online transactions.

Penshelf does not intentionally collect or store complete card numbers, CVV numbers, UPI PINs, internet-banking passwords, OTPs or similar payment authentication credentials on its systems.

Sensitive payment credentials are entered into and processed through the relevant payment gateway, bank, card network, UPI provider or other regulated payment participant.

Where a saved-card functionality is made available through Razorpay, applicable card details may be tokenised in accordance with RBI requirements rather than being stored by Penshelf as actual card data.

Penshelf may receive and retain limited transaction information reasonably necessary for fulfilment, accounting, reconciliation, fraud prevention, customer support and legal compliance, such as payment status, transaction ID, payment method, amount, timestamp and appropriately masked payment information.

Such information will be processed in accordance with Penshelf’s Privacy Policy and applicable law.

12. Fraud Prevention and Verification

Penshelf may use reasonable security and fraud-prevention measures for prepaid and COD transactions.

An order may be placed on hold, verified or cancelled where Penshelf reasonably believes that the transaction may involve unauthorised use of a payment instrument, false or inconsistent customer information, abnormal transaction activity, attempted misuse of coupons or promotions, repeated chargebacks, unlawful activity or another material security concern.

Where Penshelf cancels a legitimate captured prepaid transaction following such verification, any amount lawfully refundable will be returned in accordance with this Policy and applicable law.

Penshelf will not ask a customer to disclose confidential payment credentials to verify an order.

13. Unauthorised Transactions

Customers are responsible for using payment instruments that they are legally authorised to use.

If a customer believes that a card, bank account, wallet, UPI account or other payment instrument has been used without authorisation, the customer should promptly notify their bank or payment provider and may also notify Penshelf.

Penshelf will provide reasonable transaction information available to it for legitimate investigation purposes, subject to applicable privacy, security and legal requirements.

14. Chargebacks and Payment Disputes

Customers retain any chargeback or transaction-dispute rights available through their card issuer, bank, UPI provider, payment service provider or applicable law.

Customers are encouraged to contact Penshelf first where the issue can reasonably be resolved directly, particularly for non-receipt, duplicate payment, incorrect order status or an approved refund that has not been received.

Nothing in this Payment Policy prevents a customer from approaching their issuing bank or payment provider or exercising any statutory consumer remedy.

Where a chargeback or payment dispute is raised, Penshelf may provide Razorpay, the relevant bank, payment network or competent authority with records reasonably necessary to respond to the dispute, including order records, invoices, shipment information, delivery confirmation and customer communications.

Customers must not knowingly initiate a fraudulent or misleading payment dispute concerning a transaction that was validly authorised and fulfilled.

15. Razorpay — Payment Service Provider

Prepaid online payments are processed using Razorpay.

Razorpay Payments Private Limited maintains its own payment-processing terms, privacy practices and customer grievance-redressal mechanism.

Customers experiencing a payment-processing issue may contact Penshelf in the first instance. Where appropriate, customers may also use Razorpay’s official Payments Support or Grievance Redressal mechanism.

Razorpay Payments Private Limited’s published grievance correspondence address is:

Razorpay Payments Private Limited
No. 22, 1st Floor, SJR Cyber
Laskar-Hosur Road, Adugodi
Bengaluru – 560030
Karnataka, India

Penshelf remains responsible for its own obligations as seller notwithstanding the use of a third-party payment service provider.

16. Shiprocket and COD Collection

Penshelf uses Shiprocket and its participating courier partners for logistics and COD fulfilment.

For an eligible COD order, the applicable delivery/courier partner collects the COD amount from the customer at delivery and the collection is subsequently remitted through the Shiprocket system to Penshelf.

Shiprocket or the delivery partner facilitating the collection does not replace Penshelf as the seller of the products.

Any issue concerning the underlying purchase, product, cancellation, return or refund should therefore be raised with Penshelf.

17. Recurring Payments and Automatic Debits

Penshelf does not currently require a recurring payment mandate or automatic recurring debit for ordinary product purchases.

A normal Penshelf purchase therefore does not authorise Penshelf to repeatedly debit a customer’s payment instrument.

If Penshelf introduces a subscription or recurring-payment service in the future, the applicable amount, frequency, mandate terms and procedure for cancelling the recurring payment will be disclosed before the customer provides consent.

18. Offers, Coupons and Gift Cards

Promotional codes, coupons, store credits and Penshelf E-Gift Cards may be subject to separate eligibility requirements and terms.

The availability of a promotion does not alter the amount authorised by the customer unless the discount or credit is successfully applied and reflected in the final checkout total before the customer confirms payment.

Penshelf E-Gift Cards are additionally governed by the Penshelf E-Gift Card Terms and Conditions.

19. Payment Complaints and Grievance Redressal

For any payment-related query, failed payment, refund issue, duplicate debit, COD dispute or other payment complaint, customers may contact:

Penshelf.com / Parviksha Trading Private Limited
Email: support@penshelf.com
Customer Support: +91 98862 60378
Support Hours: Monday to Saturday, 9:00 AM to 6:00 PM

Correspondence / Customer Support Address:

No. 51, Old Site No. 1, 5th Floor,
5th Main Road, above Alchemy Coffee Roasters,
36th Cross Road, 5th Block, Jayanagar,
Bengaluru, Karnataka – 560041, India

Each formal consumer grievance should be assigned a complaint/reference number so that its status can be tracked.

Penshelf will endeavour to acknowledge a formal consumer complaint within 48 hours of receipt and redress it within one month, in accordance with applicable consumer-protection requirements.

Grievance Officer: Sachin S
Grievance Officer Email: grievance@penshelf.com
Grievance Officer Contact: 9886260378

The above Grievance Officer details must be completed before publication.

20. Limitation Relating to Third-Party Payment Systems

Banking networks, card networks, UPI systems, Razorpay, courier partners and other third-party payment infrastructure may occasionally experience interruptions or processing delays outside Penshelf’s reasonable control.

Penshelf will not be responsible for a delay solely caused by such third-party infrastructure to the extent permitted by applicable law; however, Penshelf will provide reasonable assistance with transaction reconciliation and customer support where the transaction relates to a Penshelf order.

Nothing in this section excludes any responsibility that Penshelf is legally required to bear as the seller.

21. Applicable Law and Consumer Rights

This Payment Policy will be governed by applicable laws of India, including applicable consumer-protection, information-technology and payment-system requirements.

Subject to mandatory consumer rights and the jurisdiction of competent statutory consumer forums or authorities, disputes relating to transactions with Penshelf will be dealt with in accordance with the dispute-resolution and jurisdiction provisions contained in Penshelf’s Terms and Conditions.

Nothing in this Policy shall prevent a consumer from exercising a remedy available under the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020, applicable payment-system regulations or any other mandatory law.

22. Changes to this Payment Policy

Penshelf may amend this Payment Policy from time to time to reflect changes in payment methods, payment-service providers, business practices or applicable law.

The version applicable to a transaction will ordinarily be the version in effect when the customer places the order, except where a subsequent change is required by law or provides the customer with an additional benefit.

The latest version and its effective date will be published on Penshelf.com.

Penshelf.com
A unit of Parviksha Trading Private Limited

For payment assistance: support@penshelf.com
Customer Support: +91 98862 60378