Refund policy


Last Updated: 15 August 2025

At Sadhna Store, we take utmost care in inspecting, packing and dispatching every product. Our products, particularly brass and glass devotional products, are carefully packed to minimize the possibility of damage during transportation.

Because of the nature of our products and our quality-control process, Sadhna Store follows a No-Return and No-Refund policy for customer-initiated returns, except in cases where a product is received damaged, defective, incorrect, incomplete, or where a different remedy is required under applicable law.

By placing an order on Sadhnastore.com, the customer acknowledges and agrees to the following policy.

1. No Return / No Refund for Change of Mind

Once an order has been delivered, Sadhna Store does not ordinarily accept returns or provide refunds for reasons including, but not limited to:

  • Change of mind
  • Product no longer required
  • Personal preference
  • Change in purchase decision
  • Incorrect selection of size or variant by the customer
  • Customer expectations differing from the product description, specifications or images provided on the website
  • Customer simply not liking the product
  • Any other reason that does not involve a verified defect, damage, wrong product, missing item, or non-conformity with the order

Customers are therefore advised to carefully review the product photographs, description, dimensions, specifications, features, burning duration and selected variant before placing an order.

Nothing in this policy is intended to restrict or exclude any consumer right or remedy that cannot lawfully be excluded under applicable Indian law.

2. Transit-Damaged or Defective Product

If a product is received broken, physically damaged, materially defective, or otherwise materially different from what was ordered, the customer must contact Sadhna Store as soon as possible and preferably within 24 hours from the date and time of delivery.

Because our products may contain glass components, prompt reporting is important for us to investigate whether the issue occurred during transportation, packaging or otherwise.

3. Complete Unboxing Video Required for Damage Claims

For a claim relating to transit damage, the customer should record a single, continuous and unedited unboxing video.

The video should:

  1. Clearly show the unopened outer package.
  2. Clearly show the shipping label and order details.
  3. Show the package being opened from its original sealed condition.
  4. Show the complete product being removed from the package.
  5. Clearly show the condition of the product and any damage.
  6. Show the packaging material and protective packaging.

The video should not be cut, edited, manipulated or selectively recorded.

Photographs may be requested as supporting evidence, but for transit-damage claims, a complete unboxing video is strongly recommended and may be required for verification.

4. How to Report a Damage/Defect

The customer should contact Sadhna Store within 24 hours of delivery through the contact details provided on the website.

The customer should provide:

  • Order ID
  • Name and registered mobile number
  • Date of delivery
  • Complete unboxing video
  • Clear photographs of the product
  • Clear photographs of the outer packaging
  • Description of the issue

Our team may request additional information or evidence reasonably required to investigate the claim.

5. Verification of the Claim

Every damage or defect claim will be reviewed by the Sadhna Store team.

We may examine:

  • Unboxing video
  • Product photographs/videos
  • Packaging condition
  • Shipping label
  • Order information
  • Product condition
  • Nature and extent of the damage
  • Other relevant evidence

Submission of a claim does not automatically mean that the claim has been approved.

A replacement will be processed after the claim has been verified and approved.

6. Replacement is the Primary Resolution

Where a claim is verified as a genuine transit-damage, manufacturing-defect, wrong-product or other qualifying issue, Sadhna Store's standard resolution will be replacement of the affected product with the same product/variant, subject to availability and applicable law.

The customer may be required to return the affected product and/or damaged components to Sadhna Store or its designated logistics partner before a replacement is dispatched.

Where a replacement is appropriate and legally permissible, a cash refund will not be the standard resolution.

7. Refunds

Sadhna Store does not ordinarily issue refunds for change-of-mind returns, personal preference or other non-qualifying reasons.

For a verified eligible issue, Sadhna Store will ordinarily seek to resolve the matter through replacement.

However, where applicable law requires a refund, or where Sadhna Store is unable to provide an appropriate replacement or another legally permissible resolution, the applicable refund will be processed in accordance with law.

Where a refund is legally or otherwise appropriately payable, Sadhna Store may deduct only those delivery, shipping, payment or other charges that are legally permissible and actually non-refundable, as applicable to the transaction.

No deduction will be made where applicable law requires a full refund.

8. Wrong Product / Missing Product

If the customer receives:

  • A different product or variant from the one ordered;
  • A materially incorrect product;
  • A product with a missing essential component; or
  • An incomplete shipment,

the customer should contact Sadhna Store within 24 hours of delivery and provide the complete unboxing video and relevant photographs.

After verification, Sadhna Store will provide an appropriate resolution, which may include replacement of the incorrect, missing or affected item, subject to applicable law.

9. Claims Reported After 24 Hours

Customers are requested to report transit damage or other delivery-related issues within 24 hours of delivery.

This 24-hour reporting period is intended to enable timely investigation of transit damage and preservation of relevant packaging and evidence.

However, this policy does not intend to waive or extinguish any statutory consumer right or remedy that cannot legally be made subject to such a restriction.

10. Unboxing Video — Important Customer Notice

Because our products may contain glass and other delicate components, customers are strongly advised to:

Record the complete unboxing video before removing or discarding any packaging material.

If the outer package appears damaged at the time of delivery, the customer should record photographs or video of the package before opening it.

This helps Sadhna Store and the logistics partner investigate transit-related claims.

11. Product Usage and Safety

Some Sadhna Store products may involve oil, open flame, heat and glass.

Customers must:

  • Use the product only as intended.
  • Follow the instructions provided with the product.
  • Keep the burning diya away from curtains, paper, fabric and other combustible materials.
  • Keep the product away from children and pets.
  • Never leave a burning diya unattended.
  • Place the product on a stable, heat-resistant surface.
  • Handle the glass component carefully.

Sadhna Store shall not be responsible for damage resulting from misuse, unauthorized modification, negligence or use contrary to the provided instructions, to the extent permitted by applicable law.

12. Cancellation Before Dispatch

An order cancellation request may be submitted before dispatch.

Cancellation requests are not guaranteed once an order has entered processing, packing or dispatch.

Once an order has been dispatched, cancellation may not be possible.

Where cancellation or refund is legally applicable, it will be processed in accordance with applicable law and the payment method used.

13. Refusal of Delivery

Customers are requested not to refuse delivery merely because they have changed their mind or no longer require the product.

If an order is refused or returned to Sadhna Store without a qualifying reason, any refund or further resolution, if applicable, will be determined in accordance with this policy and applicable law.

14. Fraudulent or Misleading Claims

Sadhna Store reserves the right to investigate claims where the evidence appears inconsistent, manipulated, incomplete or fraudulent.

Where there is reasonable evidence of misuse of the return or replacement process, Sadhna Store may take appropriate action in accordance with applicable law.

Nothing in this clause prevents a customer from exercising any legitimate statutory consumer right.

15. Policy Does Not Limit Statutory Rights

This Return, Replacement & Refund Policy is intended to clearly communicate Sadhna Store's normal commercial policy.

Nothing contained in this policy shall be interpreted as excluding, restricting or waiving any right, remedy, liability or obligation that cannot legally be excluded or waived under the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020, or any other applicable law.

Where applicable law provides a consumer with a remedy that differs from this policy, the applicable law shall prevail.

16. Contact for Returns/Replacement Claims

For any return, replacement, damage, defect, wrong-product or related claim, please contact us at:

sadhnastoreofficial@gmail.com

Please mention your Order ID in your email so that we can process your request efficiently.