Return, Refund, Replacement & Cancellation Policy
https://saarthionline.com | Effective Date: 1 April 2026 | Last Updated: 1 August 2026
This Policy explains how SAARTHI handles order cancellations, product returns, replacements, exchanges, and refunds for purchases made through www.saarthionline.com. It should be read together with SAARTHI’s Terms and Conditions, Privacy Policy, and Shipping & Delivery Policy.
Table of Contents
- 12. Customer Responsibilities Pending Resolution
- 13. Resolution Options: Replacement, Exchange and Refund
- 14. Exchanges
- 15. Refunds
- 16. Shipping and Handling Charges on Returns and Cancellations
- 17. International Orders
- 18. Incorrect or Incomplete Delivery Address
- 19. Fraud Prevention and Abuse of This Policy
- 20. Force Majeure
- 21. Changes to This Policy
- 22. Contact Us
1. Introduction
1.1 This Return, Refund, Replacement & Cancellation Policy (“Returns Policy”) explains how SAARTHI (“SAARTHI”, “we”, “us”, “our”) handles the cancellation of Orders, and the return, replacement, exchange, and refund of Products purchased through www.saarthionline.com (the “Website”).
1.2 This Returns Policy forms part of, and should be read together with, SAARTHI’s Terms and Conditions, Privacy Policy, and Shipping & Delivery Policy. It addresses cancellation, return, replacement, exchange, and refund matters only, and does not repeat provisions relating to Order acceptance, shipping timelines, or the use of personal information, which are addressed in those other documents.
1.3 Where this Returns Policy conflicts with SAARTHI’s Terms and Conditions on a matter other than the return window, Valid Return Reasons, or the procedure described in this document, the Terms and Conditions shall prevail.
2. Definitions
In this Returns Policy, the following capitalised terms have the meanings given below, unless the context requires otherwise, and are used consistently with SAARTHI’s Terms and Conditions.
- “Order” has the meaning given in SAARTHI’s Terms and Conditions.
- “Product” has the meaning given in SAARTHI’s Terms and Conditions, and includes Customized Products and Made-to-Order Products unless the context indicates otherwise.
- “Return Window” means the period of seven (7) days from the date of delivery within which a Customer may request a return for a Valid Return Reason, as described in Section 4.1.
- “SAARTHI / we / us / our” has the meaning given in Section 1.1.
- “Valid Return Reason” means one of the reasons for which a return will be considered under this Returns Policy, as listed in Section 5.1.
- “Website” has the meaning given in Section 1.1.
- “You / your / Customer” means any person who places an Order through the Website.
3. Cancellation
3.1 Cancellation Before Dispatch
You may cancel an eligible Order at any time before it has been dispatched, by contacting SAARTHI using the details in Section 22. Where an Order is cancelled under this Section 3.1, SAARTHI will issue a full refund of the amount paid, using the original payment method, within a reasonable time.
3.2 Orders That Cannot Be Cancelled
Cancellation under Section 3.1 is not available where: (a) the Product is a Customized Product; (b) the Product is a Made-to-Order Product on which production has commenced; or (c) the Order has already been handed to a Courier Partner for shipment. Once any of these events has occurred, the Order may be eligible for return under Section 4, but not for cancellation under this Section 3.
3.3 Cancellation by SAARTHI
SAARTHI’s right to cancel an Order, including for reasons such as Quality Control failure, pricing errors, suspected fraud, stock unavailability, or applicable government or export restrictions, is set out in Section 10 of SAARTHI’s Terms and Conditions, which this Returns Policy does not repeat. Where SAARTHI cancels an Order, SAARTHI will notify you promptly and issue a refund in accordance with that Section.
4. Return Eligibility
4.1 Domestic Return Window
For deliveries within India, you may request a return within seven (7) days of the date of delivery (the “Return Window”), provided that the return is requested for a Valid Return Reason described in Section 5, and provided that the Product is not excluded from return under Section 6.
4.2 International Orders
Returns are not accepted for deliveries outside India, save where mandatorily required by applicable law. Further information regarding the treatment of international shipments that are refused, abandoned, or undeliverable is set out in Section 17.
5. Valid Return Reasons
5.1 Subject to Section 6 (Non-Returnable Products), a return will be considered, within the Return Window and subject to the evidence requirements in Section 10, only where the Product delivered to you:
- (a) is not the Product you ordered (“wrong item”);
- (b) has a manufacturing defect;
- (c) arrived damaged in transit;
- (d) is substantially different from the description provided on the Website at the time of your Order; or
- (e) is missing components that SAARTHI was required to supply with the Product.
5.2 Returns are not accepted where the reason for the return is that you have simply changed your mind after placing the Order, or where the reason relates to the natural variations inherent to handcrafted Products described in Section 7.
6. Non-Returnable Products
6.1 In addition to the requirement that a return be requested for a Valid Return Reason within the Return Window, the following categories of Products are not eligible for return under any circumstances, save where mandatorily required by applicable law, consistent with Section 16.5 of SAARTHI’s Terms and Conditions:
- (a) Customized Products;
- (b) Made-to-Order Products;
- (c) Products that have been used, installed, or altered after delivery;
- (d) Products that have been damaged after delivery through misuse or an act or omission of the Customer; and
- (e) Products returned without the prior authorisation described in Section 8.
6.2 Where a Customized Product or Made-to-Order Product arrives damaged, is not as ordered, or is otherwise affected by an error attributable to SAARTHI, please contact SAARTHI using the details in Section 22. While such Products are not eligible for return under this Section 6, SAARTHI will review the circumstances individually and may, at its discretion, offer an appropriate resolution.
7. Handmade Products and Natural Variation
7.1 Many SAARTHI Products are handmade, hand-finished, or hand-decorated by artisans. As a natural consequence of the handcrafting process, colour, finish, wood grain, texture, dimensions, brass polish, carving detail, and other characteristics of artisan workmanship may vary between individual units of what is otherwise the same Product, and between the Product delivered to you and its photograph or description on the Website.
7.2 These variations are inherent, expected characteristics of genuinely handcrafted goods, not flaws in workmanship, and do not constitute a manufacturing defect or a Valid Return Reason under Section 5. This Returns Policy should be read together with, and does not limit, the corresponding provision in SAARTHI’s Terms and Conditions.
8. Return Authorization
8.1 You must contact SAARTHI using the details in Section 22 and obtain prior written authorisation before returning any Product. A Product sent back to SAARTHI without prior authorisation may be refused, and SAARTHI shall have no obligation to process a refund, replacement, or exchange in respect of it.
8.2 Following your request, SAARTHI will provide return instructions, including the address to which the Product should be sent and any reference number to include with the return.
9. Packaging and Condition of Returned Products
9.1 A returned Product must be the original Product supplied by SAARTHI, must not be substituted with another item, and must not show damage caused after delivery. Wherever possible, the Product should be returned in its original packaging; where original packaging is not available, it must be packed using equivalent protective packaging suitable for safe transportation.
9.2 The return must include all accessories, complimentary items, manuals, certificates, and original components supplied with the Product, where applicable.
9.3 Failure to comply with this Section 9 may result in rejection of the return, or an appropriate deduction from the refund, in each case as described in Section 11 and where permitted by applicable law.
10. Evidence Requirements
10.1 A request for return must be supported by clear photographs of the Product and the issue giving rise to the Valid Return Reason. Video evidence is not mandatory but is appreciated, and may assist SAARTHI in assessing your request.
10.2 Evidence should normally be submitted within forty-eight (48) hours of delivery. Evidence submitted after this period may still be considered, at SAARTHI’s discretion, but a delay in submission may affect SAARTHI’s ability to investigate the claim, including with the relevant Courier Partner.
11. Inspection of Returned Products
11.1 Once a returned Product is received by SAARTHI, it will generally be inspected within twenty-four (24) hours of receipt.
11.2 If, on inspection, the Product has been used, altered, has missing accessories, has sustained additional damage beyond that reported at the time of the return request, or is not the same Product originally supplied, SAARTHI may, at its discretion and subject to applicable law: (a) reject the return; (b) partially approve the claim; (c) deduct an appropriate amount from the refund; or (d) offer another resolution reasonable in the circumstances.
12. Customer Responsibilities Pending Resolution
12.1 Until your return, replacement, exchange, or refund request has been resolved, you should retain the photographs, videos, invoice, delivery confirmation, and packaging relevant to your request.
12.2 You should not attempt any repair, repainting, polishing, drilling, welding, gluing, or other modification of the Product before contacting SAARTHI. Doing so may affect your eligibility for a replacement, exchange, or refund under this Returns Policy.
13. Resolution Options: Replacement, Exchange and Refund
13.1 Where a return is approved, SAARTHI will determine the most appropriate resolution having regard to the nature of the issue, Product availability, and the circumstances of the individual case, generally considering, in the following order: (a) a partial refund, where the issue can be fairly resolved without replacing the Product; (b) replacement of the Product; (c) exchange for another Product, in accordance with Section 14; or (d) a full refund, in accordance with Section 15.
13.2 This order of consideration reflects SAARTHI’s general approach and does not entitle you to demand a particular resolution; SAARTHI retains discretion to offer the resolution it reasonably considers appropriate to the circumstances, subject to applicable law.
13.3 If a replacement Product is unavailable, SAARTHI may instead offer an exchange or a refund.
14. Exchanges
14.1 SAARTHI may permit an exchange for a different Product, selectively and at its discretion, having regard to stock availability, the condition of the returned Product, and operational feasibility. An exchange is not guaranteed and is not available as of right.
15. Refunds
15.1 When Refunds Are Processed
A refund is processed after: (a) SAARTHI has approved the underlying claim; (b) where applicable, SAARTHI has received the returned Product; and (c) the returned Product has passed the inspection described in Section 11.
15.2 Refund Method
Refunds are made to the original payment method used for the Order, or, where appropriate and agreed with the Customer, by UPI transfer.
15.3 Partial Refunds
SAARTHI may offer a partial refund where appropriate, including in cases of minor damage, cosmetic defects, or a mutually agreed commercial settlement between SAARTHI and the Customer. These examples are illustrative and not exhaustive.
16. Shipping and Handling Charges on Returns and Cancellations
16.1 Where a return or cancellation results from an error attributable to SAARTHI, including a Valid Return Reason arising from SAARTHI’s error, you will receive a full refund, including any shipping charges you paid on the original Order.
16.2 Where a return results from circumstances attributable to you, and unless otherwise agreed with SAARTHI, you are responsible for the cost of returning the Product to SAARTHI, and SAARTHI may deduct the original outbound shipping charge and reasonable handling, logistics, or customs charges from the refund, where applicable and permitted by law.
17. International Orders
17.1 As described in Section 4.2, international Orders are generally not eligible for return. Where an international shipment is refused by the Customer, abandoned, or returned because applicable customs duties, taxes, or clearance charges remain unpaid, the consequences described in Section 15 of SAARTHI’s Terms and Conditions and Section 17 of the Shipping & Delivery Policy shall apply, and a refund may not be available.
17.2 Where SAARTHI does approve a refund in connection with an international shipment, reasonable deductions may include customs charges, return freight, storage, handling, and courier charges. Where the underlying issue is caused by SAARTHI’s error, SAARTHI may instead arrange reshipment or provide an appropriate refund without such deductions.
18. Incorrect or Incomplete Delivery Address
18.1 Where you provide an incorrect or incomplete delivery address and, as a result, a shipment is returned to SAARTHI, any refund due to you may be reduced by the reasonable charges described in Section 16.2, consistent with the delivery address provisions of SAARTHI’s Shipping & Delivery Policy.
19. Fraud Prevention and Abuse of This Policy
19.1 SAARTHI reserves the right to reject a return, replacement, exchange, or refund request that it reasonably believes to be fraudulent, abusive, supported by manipulated evidence, or otherwise made in bad faith, where permitted by applicable law.
19.2 Repeated misuse of this Returns Policy may result in SAARTHI refusing future return requests from you, restricting your Account, or refusing to accept future Orders from you, in each case where permitted by applicable law.
20. Force Majeure
20.1 The processing of a cancellation, return, replacement, exchange, or refund under this Returns Policy may be delayed by events beyond SAARTHI’s reasonable control, including natural disasters, courier disruptions, strikes, pandemics, government restrictions, customs actions, and other events described in the force majeure provisions of SAARTHI’s Terms and Conditions, which apply equally to this Returns Policy.
21. Changes to This Policy
21.1 SAARTHI may update this Returns Policy from time to time to reflect changes in its operations or legal and regulatory requirements. The updated Returns Policy will be posted on the Website with a revised “Last Updated” date and will apply to Orders placed after that date.
22. Contact Us
For any question about a cancellation, return, replacement, exchange, or refund, please contact:
SAARTHI
Registered Office: Vaishali Nagar, Jaipur, Rajasthan – 302021, India
Email: [email protected]
Phone: +91 9783405001
Business Hours: Monday to Sunday, 9:00 AM – 9:00 PM IST