Return & Refund Policy

1. Why We Do Not Accept Change-of-Mind Returns

SANATAANI products — including Kumbh Amrit, a sealed bottle of sacred Godavari jal — are religious and ritual items of a consumable, single-use nature. Out of respect for their sanctity and for the devotees who receive them:

• a bottle that has left our custody cannot be restocked or offered to another customer, even if unopened, because we cannot verify its handling, storage or seal integrity after delivery;
• hygiene and purity considerations apply to all consecrated and ritual items; and
• these items are sold at a single transparent all-inclusive price with these conditions clearly stated before purchase.

For these reasons, we do not accept returns, exchanges or refunds for change of mind, dislike, or ordering in error, once the product has been delivered in correct and undamaged condition. This limitation is clearly disclosed on the product page before you order, and it never limits the statutory remedies described below.

2. When You ARE Entitled to a Replacement or Refund

Your rights under the Consumer Protection Act, 2019 are fully preserved. You are entitled to a free replacement or a full refund in any of these situations:

2.1 Wrong item delivered

You received a product different from what you ordered.

2.2 Damaged in transit

The product arrived broken, leaking, with a tampered or broken seal, or otherwise damaged — even if the outer box looked fine.

2.3 Material defect

The product has a genuine defect — for example, a manufacturing fault in the bottle or closure, significantly short volume, or contents visibly contaminated by foreign matter.

2.4 Non-delivery

Your order was marked as delivered but you never received it, or it was never delivered at all. (With COD, if nothing was delivered you have also paid nothing — we will either deliver a replacement or close the order at no cost; if any amount was collected without delivery of the product, it will be refunded in full.)

In cases 2.1–2.3 you may choose a replacement (subject to stock — see Section 5) or a full refund of the amount you paid. In every case the remedy is free: we bear all courier costs for returns and replacements arising from our error.

3. How to Raise a Claim — The 48-Hour Evidence Window

Step 1 — Record the unboxing (recommended for every order)

When your parcel arrives, we strongly recommend recording a simple mobile video while opening it — from the sealed outer packaging to the product inside. If a video is not possible, take clear photographs of the outer box, inner packaging, the product, its seal and the shipping label. This evidence lets us approve genuine claims quickly, usually without any back-and-forth.

Step 2 — Contact us within 48 hours of delivery

For wrong-item and damage claims, contact us within 48 hours of the delivery time recorded by the courier:

• WhatsApp or call: [SUPPORT PHONE]
• Email: [SUPPORT EMAIL]

Share your order number, registered mobile number, a short description of the problem, and your video/photos. The 48-hour window exists because transit-damage claims must be raised with couriers promptly; claims raised later, or without any supporting evidence, are harder to verify and may be honoured at our reasonable discretion after investigation. For hidden manufacturing defects not discoverable on delivery, and for non-delivery cases, the 48-hour window does not apply — contact us as soon as you notice the issue.

Step 3 — Verification and decision

We will acknowledge your claim within 48 hours and aim to decide it within 3–5 working days of receiving your evidence. If we need the product back for inspection, we will arrange a courier pickup at our cost, or, where pickup is unavailable, ask you to ship it to [RETURN ADDRESS] and reimburse reasonable courier charges against a receipt. In many damage cases, clear video/photo evidence is sufficient and no physical return is needed.

4. Refund Method and Timeline for COD Orders

Because you paid in cash (or by UPI to the courier) on delivery, refunds are made by bank transfer (NEFT/IMPS) or UPI to an account in your name. Once your claim is approved:

• we will request your UPI ID or bank account details through our official support channels only ([SUPPORT PHONE] / [SUPPORT EMAIL]) — we will never ask for your PIN, OTP or password, and we will never ask you to scan a QR code or “approve a collect request” to receive a refund;
• the full amount you paid, including any amount collected by the courier, is refunded — no deductions of any kind; and
• the refund is processed within [X] working days of approval and receipt of your account details. Bank processing may take a further 2–3 working days to reflect.

If a refund does not reach you within the stated time, contact us and we will share the transaction reference and trace it with the bank.

5. Replacements

If you choose a replacement, we will dispatch it within [DISPATCH TIMELINE] of claim approval, free of charge, with tracking details shared with you. For limited-quantity campaign products such as Kumbh Amrit, replacements are subject to available campaign stock; if stock is exhausted, we will refund you in full instead (Section 4). A replacement parcel that is itself damaged is covered by this Policy in exactly the same way.

6. What This Policy Does Not Cover

• Change of mind, dislike of the product, or ordering by mistake (Section 1).
• Damage occurring after delivery — for example, a bottle dropped or stored improperly after it was received in good condition.
• Natural characteristics of the product that are not defects — river water naturally varies in colour, clarity and sediment; such variation is described on the product page and is not a defect.
• Claims arising from use of the product contrary to its stated purpose. Kumbh Amrit is for puja and ritual use only and is not for drinking.

Nothing in this section excludes or limits any remedy you are entitled to under law.

7. Fair Use of This Policy

We honour genuine claims quickly and without fuss. To protect the sanctity of our products and the interests of honest customers, we may decline claims that are shown on verification to be false or fabricated, and we may restrict future COD orders from customers with a repeated pattern of unfounded claims. Any such decision will be communicated to you with reasons, and you retain full recourse to our grievance process and to the consumer commissions.

8. Grievance Redressal

If you are unhappy with how a claim was handled, escalate to our Grievance Officer:

[GRIEVANCE OFFICER NAME & DESIGNATION]
[LEGAL ENTITY NAME], [REGISTERED ADDRESS]
Email: [SUPPORT EMAIL] | Phone: [SUPPORT PHONE]

Your escalation will be acknowledged within 48 hours and resolved within one month. You may also contact the National Consumer Helpline (1915 / consumerhelpline.gov.in) or approach the consumer commission having jurisdiction.

Effective date: [EFFECTIVE DATE]