Against The Grain: Lessons From The Outliers - Paperback

Lowest Price

• Price match can only be done at landed cost, with customs duty included (price + shipping + duties).
• Price match can only be compared with marketplaces shipping directly from India.
• Price match cannot be claimed against a competitor who does not state that duties are included, unless the duty you would be billed is added to their price.
• Price match cannot be claimed against local stores, sellers shipping from warehouses outside India, parcel forwarders, freight consolidators, auction listings or individual sellers.
• Price match is against our selling price, not our compare-at price.
• Price match requires the same brand, same product, same variant and same pack size. A different size is not a match, including on a per-unit basis.
• Price match requires the competitor's item to be new, sealed, in stock and orderable at the time of the request.
• Price match cannot be claimed against discount codes, member or subscriber pricing, flash sales, clearance, bundles, first-order offers, cashback or pricing errors.
• Price match cannot be claimed against a price that requires an account, an app or a minimum spend.
• Price match must be requested before you place your order. We do not match prices once an order has been placed. There is no post-order price match.
• Price match can only be compared against a seller that has been trading for at least 12 months from its date of incorporation.
• Price match can only be compared against a seller with at least 100 published reviews on Judge.me or Trustpilot.
• Price match can only be compared against a comparable shipping method and delivery timeline. A slower or cheaper service is not a valid comparison.
• Price match cannot be compared against a personal shipment or a package sent by personal courier. The comparison must be a commercial shipment. Where it is not, we will compare against the customs duties payable on an equivalent commercial shipment.
• Price match gives you the competitor's landed price, and a further 5% off that price.
• Price match is capped at 15%. If a competitor is more than 15% cheaper, we match to 15% below our price and apply the further 5% to that.
• If we reduce our own price within 7 days of your order, you can claim the difference in points. We do not adjust after 7 days.
• Price match does not apply to gift cards, shipping protection, personalised items or short-dated stock.

No Extra Customs Duties

• All customs duties, import taxes and tariffs are included in the price shown at checkout.
• If a carrier or customs authority bills you for duties, we reimburse the charge in full and add $5, or the equivalent in your currency, on top.
• A claim requires the carrier or customs invoice showing the charge, together with the tracking number.
• A claim must be made within [30] days of you paying the charge.
• Not covered: charges caused by a wrong, incomplete or undeliverable address.
• Not covered: storage, demurrage, redelivery or return fees arising from an uncollected parcel or an unanswered carrier.
• Not covered: charges where you asked us to declare a value other than the commercial value.
• Not covered: sales tax, VAT or GST correctly charged at checkout.
• Not covered: items seized or refused entry because they cannot lawfully be imported into your country.

On-Time Delivery

• Delay is measured from the delivery date shown at checkout to the date of the carrier’s first delivery attempt, not the date the parcel is finally handed over.
• If a delivery attempt is made on or before the delivery date shown at checkout, your order is on time, even if the parcel is handed over later. This includes attempts that fail because nobody was available, or where the parcel is held for collection or redelivery.
• If your order is delivered late, you receive $5, or the equivalent in your currency, however long the delay.
• Compensation is applied automatically. You do not need to claim.
• If we fail to apply it, tell us within [30] days of delivery.
• If your order is held in customs, you choose whether to wait for it to clear or have a replacement sent at our cost. You receive the compensation in addition, either way.
• One compensation payment per order, regardless of how many parcels it ships in.
• Not covered: wrong, incomplete or undeliverable address.
• Not covered: nobody available to accept delivery, or the parcel not collected from a pickup point in time.
• Not covered: customs documents or identification we requested and did not receive.
• Not covered: address changed after dispatch.
• Not covered: pre-order, backorder and made-to-order items, where the stated dispatch date applies instead.
• Not covered: strikes, natural disasters, civil unrest, public health restrictions and carrier network failures.

Applies to all three promises

• One claim per order per promise.
• All compensation is issued as points. 500 points is worth $5, redeemable against future orders on distacart.com.
• Points are valid for 12 months from the date they are issued. They are not transferable and are not redeemable for cash.
• Compensation is $5, or the equivalent in your local currency. The terms are the same in every country we ship to.
• Applies only to orders placed on distacart.com.
• Does not apply to marketplace, reseller, wholesale or bulk orders.
• Claims we cannot verify, or that show a pattern of abuse, may be declined and access to the Dista Promise withdrawn.
• These promises may be changed or withdrawn at any time. The terms in force when you ordered apply to that order.
• These promises are in addition to your consumer rights, not a replacement for them.