Refund and Returns Policy – SAADHYAMART.COM

SECTION 1: INTRODUCTION – OUR COMMITMENT TO A FAIR & TRANSPARENT RETURNS SYSTEM

At Saadhyamart.com, your trust is our highest priority. We want every customer to feel confident while placing an order, and that confidence comes from having a clear, fair, simple and transparent Refund & Returns Policy. Whether you’re ordering home décor, idols, personalized gifts, stationery, accessories or any other product, you should always know exactly:

How returns work
When refunds apply
What steps to follow
How long the process takes
What is eligible and what is not
What proofs are needed
When a replacement is possible
Who pays the return shipping cost
How claims are reviewed

This policy has been created to reduce customer confusion, provide fairness to both parties, prevent misuse, and ensure that genuine customers get fast resolutions.

SECTION 2: WHY THIS POLICY IS IMPORTANT

A Refund & Returns Policy protects:

A. The Customer

It allows you to request a refund if something goes wrong
It explains what evidence you need for claims
It ensures your money is safe for eligible issues
It gives clarity on timelines and rules

B. The Brand (Saadhya Mart)

Helps prevent fraud
Protects the company from false claims
Ensures a smooth operational process
Keeps return costs manageable

C. Legal Transparency

This policy ensures we comply with:

Indian Consumer Protection Act
E-commerce Rules 2020
Safe transaction guidelines
Courier norms
Platform integrity standards

SECTION 3: SCOPE OF THIS POLICY

This Refund and Returns Policy applies to all products purchased through:

Saadhyamart.com
Saadhya Mart mobile browsing website
WhatsApp order links
Instagram/FB shop links that redirect to website

This policy does not apply to purchases made through:

Retail outlets
Resellers
Offline distributors

SECTION 4: GENERAL ELIGIBILITY FOR RETURNS

A product is eligible for return only under the following conditions:

✔ 1. Damaged Product Received

If the product arrives physically damaged.

✔ 2. Defective Product Received

If the product is not functioning or structurally faulty.

✔ 3. Wrong Product Delivered

If the customer receives a completely different product.

✔ 4. Missing Items

If something inside the package is missing.

✔ 5. Incomplete Product

If the delivered item is not as described.

✔ 6. Quality Issue (Verified)

If there is a major quality defect.

✔ 7. Wrong Quantity

If the customer receives fewer items than ordered.

SECTION 5: NON-RETURNABLE PRODUCTS

Some products cannot be returned under any circumstance, as per industry and legal standards.

These include:

❌ 1. Personalized or Customized Products

Such as:

Names engraved
Printed items
Custom colors or sizes
Special craft orders

❌ 2. Used or Opened Products

If the item shows signs of use.

❌ 3. Minor Color Variations

Color may differ slightly due to lighting/screen differences.

❌ 4. Small Aesthetic Imperfections

Handmade items may have natural variations.

❌ 5. Consumable Items (if applicable)

Example: one-time-use products.

❌ 6. Gift Cards / Digital Gift Codes

❌ 7. Items Purchased on Heavy Clearance Sale

(If “No Return” mentioned)

SECTION 6: TIME FRAME FOR RETURNS

Customers must raise a return request within 24–48 hours of delivery.

We follow a strict timeline because courier partners only accept early-stage return claims.

If a customer raises a claim after 48 hours, the return request may be rejected.

SECTION 7: MANDATORY EVIDENCE REQUIRED FOR RETURN APPROVAL

To approve any return request, customers must share:

✔ Unboxing Video (Mandatory)

The video must:

Start before opening the package
Show the full 360-degree sealed package
Show label clearly
Show product damage/defect clearly
Be unedited and continuous

✔ Images

Damage close-up
Full product image
Packaging image

✔ Courier Label Photo

Name
Address
AWB number

Without evidence, we cannot file a claim with the courier, hence cannot approve the return.

SECTION 8: HOW TO RAISE A RETURN REQUEST

Customers can contact our support team through:

Email: support@saadhyamart.com
Website contact form
WhatsApp support (if available)

The customer must include:

Order ID
Full name
Registered phone number
Reason for return
Photos + unboxing video

Our team responds within 24–48 working hours.

SECTION 9: RETURN APPROVAL PROCESS (HOW WE VERIFY CLAIMS)

Once a request is submitted:

🔹 Step 1: Evidence Review

Our QC team checks all photos & videos.

🔹 Step 2: Courier Issue Verification

We cross-check packaging weight & handover video.

🔹 Step 3: Product Match Verification

Ensures videos match the delivered product.

🔹 Step 4: Eligibility Confirmation

Checks if the product qualifies under this policy.

🔹 Step 5: Approval/Decline

Customer receives confirmation.

SECTION 10: TYPES OF RESOLUTION WE OFFER

Depending on stock availability and situation, we offer:

✔ 1. Replacement

We send the same product again.

✔ 2. Exchange

Customer may choose another item (price difference applies).

✔ 3. Refund

If replacement is not possible.

✔ 4. Store Credit

Customer can use credit on any future purchase.

SECTION 11: REFUND PROCESS (STEP BY STEP)

Refund process includes:

📌 Step 1: Claim approval

Once approved, return pickup is scheduled.

📌 Step 2: Return pickup

Courier collects the product.

📌 Step 3: Quality check

Returned product is inspected at warehouse.

📌 Step 4: Refund initiation

Refund is issued through:

Original payment method
Bank transfer
Wallet refund
Store credit

📌 Refund Timeline

– Wallet refund: 1–2 days
– UPI/Card: 3–7 working days
– Bank transfer: 3–10 days

SECTION 12: RETURN PICKUP CONDITIONS

Courier will approve a return pickup ONLY IF:

Package is repacked safely
All items are included
Labels are readable
Product is unused
Customer is available at location

If pickup fails multiple times, the return may be cancelled.

SECTION 13: CASES WHERE RETURN PICKUP MAY BE REJECTED

A pickup may be cancelled:

Wrong product returned
Product used
Product damaged by customer
Product repacked poorly
Packaging missing
Missing accessories

SECTION 14: REFUND DEDUCTIONS (WHEN THEY APPLY)

Refund may get deducted in cases like:

❌ Shipping charges

If order was shipped and returned due to customer reasons.

❌ Replacement refusal

If customer refuses replacement on arrival.

❌ Wrong address / unavailability

Return charges are deducted.

SECTION 15: WRONG PRODUCT CLAIMS

If a customer claims:

“I received something else”
“Box is empty”
“Wrong model delivered”

We require:

Full unboxing video
Weight check comparison
Courier label photos

Without video evidence, no resolution is possible.

SECTION 16: FRAUD & MISUSE PREVENTION

Saadhya Mart uses:

Packaging videos
Weight verification
Courier scans
Device/IP checks
Customer behavior analysis

If a customer misuses return policy, return privileges may be restricted.

SECTION 17: SPECIAL CASES (HIGH-VALUE ORDERS)

Orders above a certain value require:

Additional verification
ID confirmation
Video proof
Signature at delivery

This is done to prevent fraud.

SECTION 18: REVERSE SHIPPING TIME

Return pickup may take:

Metro: 2–4 days
Normal cities: 3–7 days
Remote areas: 5–12 days

Courier partner controls pickup schedule.

SECTION 19: ORDER CANCELLATION & REFUND

If customer cancels before shipping

Full refund is issued.

After shipping

Refund is not possible unless the product qualifies under the return policy.

SECTION 20: LEGAL RIGHTS & LIMITATIONS

This policy complies with:

Indian Consumer Protection Act
E-Commerce Rules 2020
Marketplace transparency guidelines

Saadhya Mart’s liability is limited to order value.

SECTION 21: DAMAGE DUE TO CUSTOMER MISHANDLING

Once a product is delivered safely, Saadhya Mart is not responsible for damages caused due to:

Dropping the product
Improper usage
Water damage
Exposure to chemicals
Rough handling
Scratching or scraping
Using incorrect cleaning agents
Mishandling idols or décor items

Damage caused after delivery does not qualify for return or refund.

SECTION 22: SPECIAL PACKAGING FOR FRAGILE PRODUCTS

Some categories need extra care:

Resin idols
Ceramic items
Glass décor
Miniature art pieces
Handcrafted fragile décor

For fragile products, we use:

Double-box packaging
Bubble + foam layers
Corner protection
Shock-proof sealing
“FRAGILE” stickers

Even then, extreme mishandling by courier can cause rare damage.
This is why customers must share mandatory unboxing video.

SECTION 23: RETURN SHIPPING CHARGES

Return shipping is FREE if:

Product is damaged
Product is defective
Wrong item delivered
Wrong quantity delivered
Missing parts
Quality issue approved by QC team

Return shipping is PAID BY CUSTOMER if:

Customer changes mind
Customer orders by mistake
Customer didn’t like the product
Customer gave wrong address
Customer is unavailable at delivery time
Customer refused or ignored courier attempts

For customer-side returns, shipping charges (both ways) are deducted from refund.

SECTION 24: PRODUCT-CATEGORY-WISE RETURN RULES

Different product categories have different return rules:

A. Idols & Murti (Resin / Fiber / Brass)

Returns allowed only if:

Broken on arrival
Product design mismatch
Wrong idol delivered

Not allowed for:

Minor paint variations
Natural texture differences
Handcrafted imperfections

B. Personalized Gifts

Strictly no return, no cancellation once processed.
(Exception: defective printing, wrong name, wrong design)

C. Stationery Products

Return allowed if:

Damaged on arrival
Missing items
Manufacturing defect

D. Gift Boxes / Hampers

Return allowed only if:

Entire box is damaged
Products missing inside the hamper
Wrong hamper delivered

E. Home Décor Items

Return allowed if:

Broken
Defective
Wrong item shipped

Not eligible:

Style difference from expectations
Decorative imperfections

SECTION 25: EXCHANGE POLICY

We offer exchange only if:

Product is in perfect unused condition
Tags, stickers, packaging intact
Exchange request raised within 48 hours
Exchange stock available

Exchange shipping charges may apply depending on the case.

SECTION 26: MULTIPLE RETURNS FROM THE SAME CUSTOMER

If a customer repeatedly raises return requests without valid reasons:

Account may be flagged
COD may be disabled
Manual verification needed for future orders
Platform’s return privileges may be limited

This protects Saadhya Mart from misuse and ensures fairness for genuine customers.

SECTION 27: EMPTY PACKAGE / WRONG PACKAGE CLAIMS

If customer claims:

“Box is empty”
“I did not receive the product”
“Received some random item”

We will check:

Packaging weight recorded at dispatch
Courier handover video
Courier delivery photo
Weight difference reported by courier
Customer’s unboxing video

If customer cannot provide unboxing video, claims cannot be approved.

SECTION 28: REFUND MODES (DETAILED)

Refunds can be issued in:

✔ 1. Original Payment Method

(UPI, Card, Net banking)

✔ 2. Bank Transfer

We may ask for:

Account holder name
Bank name
Account number
IFSC code

✔ 3. Saadhya Wallet/Store Credit

Instant credit
Can be used for any future order
No expiry (unless mentioned)

✔ 4. Partial Refunds

In cases where only part of the order is defective or missing.

SECTION 29: REFUND TIMELINE GUARANTEE

Refund timeline depends on:

Bank speed
Payment gateway
Customer’s bank policies
National holidays
NEFT timings

Generally:

UPI → 1–3 days
Bank Transfer → 3–10 days
Store Credit → Same day
Wallet Refund → 1–2 days

If refund delays beyond 10 days, customers must contact:

Their bank
Payment gateway (if applicable)

SECTION 30: DISPUTE RESOLUTION & ESCALATION

If a customer is not satisfied with the resolution:

Level 1 – Customer Support Team

Email: support@saadhyamart.com

Level 2 – Senior Resolution Team

Cases reviewed within 2–5 days.

Level 3 – Management Review

Reserved for rare disputes.

We aim to resolve 99% of issues at Level 1.

ECTION 31: RETURN LABEL & PACKAGING RULES

For return pickup:

Customer must repack product safely
Use original box (if possible)
Add all accessories
Stick the return label provided
Courier will verify package at pickup

If product is packed poorly by customer and breaks during return shipping, replacement/refund may not be approved.

SECTION 32: RETURN WAREHOUSE INSPECTION PROCESS

Once return package arrives at our warehouse:

🔹 Step 1: Scan & Logging

Package entered into system.

🔹 Step 2: Video Recording

Full unboxing recorded for proof.

🔹 Step 3: Product Authentication

Ensures customer returned the right product.

🔹 Step 4: Damage Evaluation

Checks if damage was pre-existing.

🔹 Step 5: Final Approval

Refund/replacement is initiated.

If product is:

Wrong
Used
Incomplete
Mishandled
Different from claim

Return request will be rejected.

SECTION 33: REFUND REJECTION SCENARIOS

Refund may be rejected if customer:

Cannot provide required evidence
Sends wrong product back
Sends an empty box
Damages the product after delivery
Uses the product and requests return
Files a false claim
Misses pickup attempts repeatedly

We maintain strict checks to protect both customer and brand.

SECTION 34: SPECIAL RETURN RULES FOR COD ORDERS

COD (Cash on Delivery) orders have slightly different rules:

COD refund issued via bank transfer
Customer must provide correct bank details
Refund time: 3–10 days
If customer refuses COD at delivery, future COD may be restricted

Frequent COD refusal is considered misuse.

SECTION 35: BULK ORDER RETURN RULES

Bulk orders include:

Corporate gifting
Festival gifting
Wedding return gifts
Bulk stationery
Large décor orders

Return rules:

Only defective quantity replaced
No full-order refund
Proof required for each defective piece
Customized bulk orders are non-returnable

SECTION 36: SEASONAL & FESTIVAL PERIOD RETURN POLICY

During high-sales seasons:

Diwali
Rakhi
Valentine’s Day
Christmas
New Year

Courier pressure is very high, so:

Return pickup delays may happen
Replacement stock may run out
Refund processing may take extra time

Return rules remain same but timelines may extend.

SECTION 37: PRODUCTS DAMAGED BY COURIER

If damage is clearly caused by courier mishandling:

We raise a damage claim with courier
Courier verification takes 2–5 days
Customer must provide proper evidence
Once courier confirms, we process resolution

Customer must cooperate during courier investigation.

SECTION 38: ORDER NOT RECEIVED BUT MARKED DELIVERED

In rare cases, courier marks package as delivered even if customer has not received it.

Resolution steps:

Step 1: Customer raises complaint

Within 24–48 hours.

Step 2: Courier investigation

Delivery boy contacted.

Step 3: GPS & Delivery Proof

We check:

Delivery photo
Delivery location
OTP (if any)
Signature proof

Step 4: Conclusion

If courier confirms misdelivery, refund/replacement issued.

SECTION 39: LIMITATION OF LIABILITY

Saadhya Mart is not liable for:

Delay caused by courier
Damage caused after delivery
Customer mishandling
Wrong address provided by customer
Non-cooperation during return process
Unauthorized persons receiving package

Maximum liability is limited to order value only.

SECTION 40: POLICY UPDATES & CHANGES

Saadhya Mart may update this policy from time to time based on:

New government rules
Business changes
Courier policies
Fraud cases
Customer feedback

New changes take effect immediately once updated on the website.

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