At Sarnai Wellness, we are committed to providing quality products and a reliable shopping experience. We carefully process and pack orders to ensure that products reach our customers in good condition. If you receive a product that is damaged, incorrect, defective, or otherwise eligible for return or refund under this policy, you may contact us for assistance.
1. Eligibility for Return or Refund
Returns or refunds may be considered in cases where the product received is damaged, defective, incorrect, missing, or materially different from the product ordered, subject to verification and the applicable conditions of this policy.
Customers are requested to inspect their order promptly after delivery and report any issue to Sarnai Wellness as soon as possible.
2. Time Limit for Return or Refund Requests
For eligible products, customers should contact Sarnai Wellness within 48 hours of receiving the order if they wish to report a damaged, incorrect, defective, or missing product.
Requests received after the applicable reporting period may not be accepted, except where required under applicable law or where Sarnai Wellness determines that an exception is appropriate based on the circumstances.
3. Products That May Not Be Eligible for Return
Due to the nature of certain products, returns may not be accepted once the product has been delivered and opened or used. This may include food products, medicines, healthcare products, personal-care products, hygiene-sensitive products, and other products for which return after delivery may not be appropriate.
Any product-specific return restrictions displayed on the product page or communicated at the time of purchase will also apply.
4. Conditions for Return
Where a return is approved, the product should generally be unused, unopened, and in its original packaging, along with the invoice, labels, accessories, and other items supplied with the order, unless the issue itself makes this impossible.
Products that have been used, altered, damaged after delivery, or returned without the required packaging or supporting information may not be eligible for return or refund.
5. Damaged or Incorrect Products
If you receive a damaged, defective, incorrect, or incomplete product, please contact us promptly after delivery with your order number and details of the issue.
Where required, customers may be asked to provide clear photographs, videos, packaging details, invoice information, batch details, or other supporting information so that we can verify the complaint.
6. Unboxing Information
For certain delivery or product-related complaints, Sarnai Wellness may request an unboxing video or photographs showing the package and product condition at the time of opening. Such information may help us investigate damage, missing items, or incorrect products.
Customers are encouraged to retain the original packaging and invoice until the order has been checked and any potential issue has been resolved.
7. Return Approval and Verification
Submitting a return or refund request does not automatically mean that the request has been approved. Sarnai Wellness may review the order details, product condition, photographs, videos, packaging, and other relevant information before approving a return or refund.
If a return is approved, we will provide the customer with the applicable return instructions. Customers should not send products back without receiving confirmation or instructions from Sarnai Wellness.
8. Refund Process
Once an eligible refund has been approved, the refund will generally be processed using the original payment method used for the order, wherever applicable.
The time required for the refund to appear in the customer’s account may vary depending on the payment gateway, bank, card issuer, UPI service provider, or other financial institution.
9. Refund for Cancelled Orders
If an eligible prepaid order is successfully cancelled before processing or dispatch, the applicable refund will be initiated according to our Cancellation Policy.
Refunds will be subject to the applicable payment terms and may take additional time to reflect in the customer’s account depending on the payment provider or financial institution.
10. Shipping and Return Charges
Where a return or refund is approved because the wrong, damaged, defective, or incomplete product was supplied by Sarnai Wellness, the applicable return or replacement arrangements will be communicated to the customer.
For other return requests, any applicable shipping, handling, or other charges may be considered based on the nature of the request and the applicable terms.
11. Non-Delivery, Lost or Returned Shipments
If an order is returned to Sarnai Wellness by the delivery partner due to an unsuccessful delivery, incorrect or incomplete address, repeated delivery failure, or other applicable reason, the refund, if eligible, will be processed according to the circumstances of the order and applicable policies.
If a shipment is reported as lost, damaged, or otherwise affected while in transit, Sarnai Wellness may coordinate with the delivery partner and process an appropriate resolution after verification.
12. Replacement
Where appropriate and subject to product availability, Sarnai Wellness may offer a replacement instead of a refund for an eligible damaged, defective, incorrect, or incomplete product.
If the replacement product is unavailable, an eligible refund or other appropriate resolution may be offered.
13. Promotional and Discounted Orders
Products purchased under special offers, promotional schemes, combo offers, discounts, or other campaigns may be subject to additional return and refund conditions. The terms applicable to the particular offer will apply.
14. Refund Amount
Where a refund is approved, the refundable amount will be determined based on the applicable order, product, return, cancellation, shipping, discount, and promotional terms.
Any refund will be processed only after the applicable verification and approval process has been completed.
15. How to Request a Return or Refund
To request a return or refund, customers should contact Sarnai Wellness through the Contact Us page or the customer-support details provided on our website.
Please provide your order number, registered name, contact details, product name, date of delivery, and a clear description of the issue. Supporting photographs, videos, invoice details, or other information may be requested where necessary.
16. Important Information
All return and refund requests are subject to verification and the applicable terms of this policy. Sarnai Wellness reserves the right to approve or decline a request based on the condition of the product, supporting information, order details, and applicable return conditions.
This policy does not affect any rights or remedies available to customers under applicable laws and regulations.
17. Contact Us
If you have any questions regarding returns, refunds, replacements, or an issue with your order, please contact Sarnai Wellness through the Contact Us page or the customer-support details available on our website.