This document constitutes as an electronic record in terms of Information Technology Act, 2000 and rules there under as applicable and the amended provisions pertaining to electronic records in various statutes as amended by the Information Technology Act, 2000. This electronic record is generated by a computer system and does not require any physical or digital signatures.

This document is published in accordance with the provisions of Rule 3(1) of the Information Technology (Intermediaries guidelines) Rules, 2011 that require publishing the rules and regulations, privacy policy and other user agreement for access-or usage of domain name [aashiyana.tatasteel.com], and all associated sites linked to aashiyana.tatasteel.com by Tata Steel Limited, its subsidiaries and affiliates (collectively, the "Site").  The Site is the property of Tata Steel Limited, a company incorporated under the Companies Act, 1956 with its registered office at Bombay House, 24 Homi Mody Street, Fort, Mumbai – 400001, Maharashra, India and its branch offices (hereinafter referred to as "Tata Steel").

For the purpose of this Sales Policy, wherever the context so requires “You” or “User” or “Buyer” shall mean any natural or legal person who has agreed to buy any goods for a consideration on the Site by providing Registration Data while registering on the Site as Registered User using the computer systems. Tata Steel allows You to surf the Site or making purchases without registering on the Site. The term “We”, “Us”, “Our” shall mean Tata Steel. The term “Seller” shall mean the product seller as defined in section 2(37) of the Consumer Protection Act, 2019 and shall include distributors who have obtained the distributorship of various company’s products and the retailers/dealers/sub-dealers at appropriate locations appointed by the distributors.

The Site allows the Buyer and Seller to transact on the Site. Tata Steel is not and cannot be a party to or control in any manner any transaction between the Site's Users. Kindly read these conditions carefully before placing an order for any products with the Sellers on the Site. These conditions signify your agreement to be bound by these conditions. This Sales Policy applies to all current and former users accessing or using our Site, or otherwise engaging with us through email or other means. PLACING AN ORDER OR OTHERWISE USING THE SITE INDICATES YOUR AGREEMENT TO ALL THE TERMS AND CONDITIONS UNDER THIS SALES POLICY, SO PLEASE READ THE SALES POLICY CAREFULLY BEFORE PROCEEDING. IF YOU DISAGREE WITH THE TERMS UNDER THE SALES POLICY OR ANY PART OF IT, DO NOT USE OR PLACE AN ORDER ON THE SITE.

All commercial/contractual terms are offered by and agreed to between Buyers and Sellers alone. The commercial/contractual terms include without limitation price, shipping costs, payment methods, payment terms, date, period and mode of delivery, warranties related to products and services and after sales services related to products and services. Tata Steel does not have any control or does not determine or advise or in any way involve itself in the offering or acceptance of such commercial/contractual terms between the Buyers and Sellers.

To purchase products, you must log in to your existing Site account or create a new account. You can then choose to browse products either by specific brand or by exploring the entire range present on the Site and order the same by specifying your pin code/state/district. Post that you are required to specify the quantity you wish to purchase. You can proceed to the checkout to schedule your delivery then pick your dealer & then choose your payment option and place your order.

Placement of order by a Buyer with the Seller enlisted on the Site is just an offer to buy the products by the Buyer to the Seller and it shall not be construed as Seller's acceptance of Buyer's offer to buy the products ordered. When you place an order to purchase a product on the Site and make the payment against it, the Seller is assigned to you based on your location, and you will receive an e-mail or SMS or both confirming receipt of your order and containing the details of your order (the "Order Confirmation"). The Order Confirmation is an acknowledgement that we have received your order and does not confirm acceptance of your offer to buy the product ordered. We only accept your offer and conclude the contract of sale for a product ordered by you, when the product is dispatched to you and an e-mail or SMS confirmation is sent to you that the product has been dispatched to you (the "Dispatch Confirmation"). If your order is dispatched in more than one package, you may receive a separate Dispatch Confirmation for each package, and each Dispatch Confirmation and corresponding dispatch will conclude a separate contract of sale between you and the Seller for the products specified in that Dispatch Confirmation.

Your contract is with the Sellers, and you confirm that the products ordered by you are purchased for end-use and not for re-sale purposes . You authorize us to declare and provide declaration to any governmental authority on your behalf stating the aforesaid purpose of the products ordered by you on the Site.

You can cancel your order for a product at no cost any time before we send the Dispatch Confirmation relating to that product.

The Seller retains the right to cancel any such order placed by you, at its sole discretion and the Buyer shall be intimated of the same by way of an email or SMS or both. Any transaction price paid by the Buyer in case of such cancellation by the Seller, shall be refunded to the Buyer. Further, the Seller may cancel an order wherein the quantities exceed the typical individual consumption. This applies both to the number of products ordered within a single order and the placing of several orders for the same product where the individual orders comprise a quantity that exceeds the typical individual consumption. What comprises a typical individual's consumption quantity limit shall be based on various factors and at the sole discretion of the Seller and may vary from individual to individual.

Once our system processes your order, they are packed and shipped by the Sellers. After receiving the Dispatch Confirmation, you can check the delivery status of your package through the 'Track' button on the 'My Orders' section.

Sellers usually dispatch most orders within 1-7 business days (excluding Sundays and public holidays). All additional fees (such as applicable delivery fee, if any) that may be charged shall be visible for confirmation on the order checkout page.

Other shipment related details are as follows -

• For Tata Pravesh, Tata Steel provide free delivery within municipal limits of 5 kms for all orders placed. Price is exclusive of installation charge which is Rs. 1500 per unit for doors and Rs. 1250 per unit for windows. This will be charged at the time of installation.

• For Tata Tiscon (Pan India except Delhi), Tata Wiron And Tata Agrico, Tata Steel will ensure free home delivery on a minimum purchase of Rs. 40000 of any Tiscon product and within 5 kms from the dealer outlet.

• For Tata Tiscon (Delhi), Tata Steel will ensure that the products are delivered in the fastest possible time and in best condition. For delivery is not applicable for Delhi for Tata Tiscon products, shipping charges will be extra for delivery.

• Shipping charges will be extra for delivery of Tata Structura and Tata wiron products. All prices are ex-Dealer counter.

• For Tata Agrico, for orders with an invoice value less than Rs 500, a nominal shipping fee of Rs 40 will be applied to cover shipping and handling costs.

• For TiscoBuild, product delivery within 3 – 7 days from the date of order placement.

The products which are not explicitly identified as “non-returnable”/”no return” or “non-returnable and non-replaceable”/“no return and replacement” are eligible for return or replacement. The request shall be raised by calling at our toll-free number - 0124-6934550

The return period depends on the product category and the seller.  If at the time of delivery and/or within the applicable return period, if any defect is found, then the buyer of the product can ask for replacement from the seller subject to the following terms and conditions:

1. Notify seller of any defects in the product at the time of delivery of the product and/or within the applicable return policy period and the same product will be replaced in return of the defective product.

2. Replacement can be for the entire product or part of the product subject to availability of the same with the seller.

Following products shall not be eligible for return or replacement:

1. Damages due to misuse of product;

2. Incidental damage due to malfunctioning of product;

3. Any consumable item which has been used/installed;

4. roducts with tampered or missing serial/UPC numbers;

5. Digital products/services;

6. Any damage/defect which are not covered under the manufacturer's warranty;

7. Any product that is returned without all original packaging and accessories, including the box, manufacturer's packaging if any, and all other items originally included with the product delivered;

Original tags and packaging, if any, should be intact. For items that come in branded packaging, the box should be undamaged.

For the products that are returned by the Buyer, the refund (including the shipping cost) is issued to the original payment method within 1-5 working days. If the standard timeframe has expired and you have still not received the refund, please contact your credit or debit card issuer or your bank for more information. Refunds will not be processed in cash.

If Tata Steel has any suspicion or knowledge that any of its Buyers and Sellers are involved in any activity that is intended to provide claims or information that is false or not genuine, Tata Steel may also, while reserving its rights to initiate civil and/or criminal proceedings against such Buyers and Sellers, at its sole discretion, suspend, block, restrict, and/or disqualify that user and any related users from availing protection through this Sales Policy. Buyers who have been blocked for any suspicious or fraudulent activity on this Site will not be allowed to return or replace their products.

Note: If you've received a “non-returnable and non-replaceable” product in a damaged/defective condition, you can contact us within 3 days from the delivery of the product.

For the purpose of this Sales Policy, wherever the context so requires “Payment Instrument” shall mean a Credit Card, Debit Card, Internet Banking Account, Prepaid Cash Card, Unified Payment Interface (UPI), IMPS (Immediate Payment Service), Paytm Wallet, or such other methods of payments/features/services which shall be developed or added or deployed by Tata Steel (including but not limited to Visa AMEX or Mastercard credit or debit card through net banking, or through payment wallets including OLA Money HDFC PayZapp Freecharge Airtel Money and PayUMoney, Google Pay & others), Participating Banks, Facility Providers or financial institutions from time to time and used by the Buyer for making a payment through the Site.

“Cash on Delivery” is not allowed for any of the Orders. Buyer can only pay before delivery on the Site. The ordered products will be dispatched from the Seller counters as soon as payment is completed. 

Tata Steel may or may not charge a nominal fee for accessing, using and purchasing on the Site. Tata Steel reserves the right to change its fee policy from time to time. In particular, Tata Steel may at its sole discretion introduce new services/fees and modify some or all of the existing services/fees offered on the Site. In such an event, Tata Steel reserves the right to introduce fees for the new services offered or amend/introduce fees for existing/new services, as the case may be. Changes to the fee policy shall be posted on the Site and such changes shall automatically become effective immediately after they are posted on the Site. Unless otherwise stated, all fees shall be quoted in Indian Rupees. You shall be solely responsible for compliance of all applicable laws including those in India for making payments to Tata Steel.

• Tata Steel is not responsible for any non-performance or breach of any contract entered between Buyers and Sellers. Tata Steel cannot and does not guarantee that the concerned Buyers and/or Sellers will perform any transaction concluded on the Site. Tata Steel shall not and is not required to mediate or resolve any dispute or disagreement between the Buyers and the Sellers.

• Tata Steel does not at any point of time during any transaction between a Buyer and a Seller on the Site come into or take possession of any of the products or services offered by Seller nor does it at any point gain title to or have any rights or claims over the products or services offered by the Sellers to the Buyers. At no time shall Tata Steel hold any right, title or interest over the products nor shall Tata Steel have any obligations or liabilities in respect of such contract entered into between Buyers and Sellers. Tata Steel is not responsible for unsatisfactory or delayed performance of services or damages or delays as a result of products which are out of stock, unavailable or back ordered.

• The Site is only a platform that can be utilized by the Buyers to reach a larger base to buy and sell products or services. Tata Steel is only providing a platform for communication, and it is agreed that the contract for sale of any of the products or services shall be a strictly bipartite contract between the Seller and the Buyer.

• You release and indemnify Tata Steel and/or any of its officers and representatives from any cost, damage, liability or other consequence of any of the actions of the Buyers of the Site and specifically waive any claims that you may have in this behalf under any applicable law. Notwithstanding its reasonable efforts in that behalf, Tata Steel cannot take responsibility or control the information provided by other Buyers which is made available on the Site. You may find other Buyer's information to be offensive, harmful, inconsistent, inaccurate, or deceptive. Please use caution and practice safe trading when using the Site.

• Use of the Site is available only to persons who can form a legally binding contract under the Indian Contract Act, 1872. If you are a minor i.e. under the age of 18 years, you may purchase only with the involvement of a parent or guardian.

• In accordance with Rule 5(2) of Consumer Protection (E-Commerce) Rules, 2020, Tata Steel requires sellers through an undertaking to ensure that descriptions, images, and other content pertaining to goods or services on the Site is accurate and corresponds directly with the appearance, nature, quality, purpose and other general features of such good or service.

• In accordance with Rule 5(3) of Consumer Protection (E-Commerce) Rules, 2020, Tata Steel provides the following information in a clear and accessible manner, displayed prominently to you at the appropriate place on its Site:

  • details about the sellers offering goods and services;

  • a ticket number for each complaint lodged through which the consumer can track the status of the complaint;

  • information relating to return, refund, exchange, warranty and guarantee, best before or use before date (where applicable), delivery and shipment, modes of payment, and grievance redressal mechanism, and any other similar information;

  • information on available payment methods, the security of those payment methods, any fees or charges payable by users, the procedure to cancel regular payments under those methods, charge-back options, if any, and the contact information of the relevant payment service provider;

  • information provided to it by sellers; and

  • an explanation of the main parameters which, individually or collectively, are most significant in determining the ranking of goods or sellers on its Site and the relative importance of those main parameters through an easily and publicly available description drafted in plain language.

• Tata Steel does not provide any differentiated treatment between sellers of the same category. In accordance with Rule 5(4) of Consumer Protection (E-Commerce) Rules, 2020, Tata Steel includes in its Terms of Use and Sales Policy generally governing its relationship with sellers on its Site, a description of any differentiated treatment which it gives or might give between goods or services or sellers of the same category.

• In accordance with Rule 5(5) of Consumer Protection (E-Commerce) Rules, 2020, Tata Steel takes reasonable efforts to maintain a record of relevant information allowing for the identification of all sellers who have repeatedly offered goods or services that have previously been removed or access to which has previously been disabled under the Copyright Act, 1957, the Trade Marks Act, 1999 or the Information Technology Act, 2000.

• Tata Steel ensure that it informs the information provider at the time of collecting information directly from such person of the fact that the information is being collected, the purpose for which the information is being collected, the intended recipients of the information, name and address of the agency that is collecting the information and name and address of the agency that will retain the information.

• In line with the Guidelines for Prevention and Regulation of Dark Patterns, 2023, Tata Steel does not engage in any dark pattern practice including false urgency, basket sneaking, confirm shaming, forced action, subscription trap, interface interference, bait and switch, drip pricing, disguised advertisement, nagging, trick question, saas billing and rogue malwares. Tata Steel shall not be liable for price fluctuations to the extent attributable to price changes by third party sellers or due to other factors beyond their control.

Tata Steel strongly believe that customer satisfaction is the most important factor in the growth and development of our Site and hence, at Tata Steel we have adopted customer centricity as a priority in developing our business processes.

This Customer Grievance Redressal Policy summarises and outlines the framework for addressing customer grievances:

Contact designated Grievance Officer

• Name: Rahul Prasad Kharwar

• Company Name: Tata Steel

• Email: aashiyanasupport@tatasteel.com

• Phone: 0124-6934550

• Time: 9AM- 6PM

Call at Customer Service Desk

• Phone:0124-6934550 (9AM- 6PM)

Send request to call back

You may choose to request the Customer Service representative to call back by vising the “health and support” page of the Site at https://aashiyana.tatasteel.com/in/en/help-support.html.

Tata Steel does not solicit confidential details like your OTP/CVV/PIN/Card Number/ Bank account details through any means. Tata Steel never call users/customers with offers, discounts on products and offering free gifts.

Scamsters/fraudsters attempt various techniques such as ‘phishing’, to contact, influence and defraud consumers. Tata Steel regularly cautions its customers against sharing any personal or payment sensitive information with unknown persons as such sharing leads to unauthorized use and/or fraud and consequent financial loss.

Tata Steel shall not be liable for any loss, damage, expense incurred by a customer where the customer has shared personal and/or payment sensitive information with scamsters/fraudsters.

We also request and encourage our customers to report such attempts or incidents to our Grievance Officer (or Customer care) to enable us to investigate and explore legal recourse.

Tata Steel relies on payment partners and banks. In certain cases involving payment/refund issues, we might see a delay as that is beyond our control once we pass the investigation to them however, we try our best not to exceed timelines stated in this policy.

We keep our Sales Policy under regular review to make sure it is up to date and accurate. Any changes we may make to this Sales Policy in the future will be posted on this page. We recommend that you re-visit this page regularly to check for any updates.

This Sales Policy shall be governed, interpreted, and construed in accordance with the laws of India, without regard to the conflict of law provisions and for resolution of any dispute arising out of your use of the services or in relation to this Sales Policy. Notwithstanding the foregoing, you agree that

• Tata Steel has the right to bring any proceedings before any court/forum of competent jurisdiction and you irrevocably submit to the jurisdiction of such courts or forum; and

• Any proceeding brought by you shall be exclusively before the courts in Mumbai, India. Unless otherwise specified in the Sales Policy, the material on the Site is provided solely for the purpose of sale in India. Tata Steel make any representation of availability for use of the materials of the Site in locations/countries other than India. If you choose to access this Site from other locations/Countries other than India do so on your own initiative and Tata Steel is not responsible for supply of products/refund for the products ordered from other locations/Countries other than India, compliance with local laws, if and to the extent local laws are applicable.