SmartSakhi – Return, Refund & Replacement Policy

Overview

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. This return policy applies only to eligible non-food items and is subject to the exceptions outlined below.

To be eligible for a return, your item must be in the same condition that you received it, unused and unopened, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at smartsakhiofficial@gmail.com.

Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS].

If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Damages and Issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged, leaking, spoiled, or incorrect, so that we can evaluate the issue and make it right.

Exceptions / Non-Returnable Items

Certain types of items cannot be returned due to safety, hygiene, or regulatory reasons. These include:

• Perishable and edible goods (such as food items including A2 Ghee, Turmeric, Jaggery, flowers, or plants), once delivered, due to food safety and hygiene reasons
• Custom or personalized products (such as special orders)
• Personal care items (such as beauty products)
• Hazardous materials, flammable liquids, or gases

Exception:

If a food or edible product arrives damaged, leaking, defective, spoiled, or incorrect, please contact us within 48 hours of delivery with clear photos of the product and packaging so we can evaluate the issue and make it right.

Unfortunately, we do not accept returns on sale items or gift cards.

European Union – 14-Day Cooling-Off Period

If your order is shipped to the European Union, you have the right to cancel or return your order within 14 days, without providing a reason, except for items that are exempt under EU consumer law.

This right does not apply to perishable goods or sealed food products once opened, due to health and hygiene reasons.

Where applicable, returned items must be unused, unopened, and in their original packaging, with proof of purchase.

Refunds

We will notify you once we’ve received and inspected your return and let you know if the refund was approved or not.If approved, you’ll be automatically refunded on your original payment method within 10 business days.

Please remember it can take some time for your bank or credit card company to process and post the refund. If more than 15 business days have passed since we’ve approved your return, please contact us at smartsakhiofficial@gmail.com.

1. Eligibility for Returns

You may request a return if:

• The product is damaged, defective, or incorrect
• The product does not match the description on our website
• The item is unused and unopened, and in its original packaging with all tags intact

Unless otherwise stated, eligible non-food returns must be requested within 7 days of receiving the product.

Food and edible products are subject to the exceptions outlined above.

2. Non-Returnable Items

To the extent permitted by applicable law, and without limiting the exceptions stated above, the following items are not eligible for return or refund:

• Food & edible products (including but not limited to A2 Gir Cow Ghee, Turmeric, Jaggery, and other food items), due to food safety and hygiene reasons, once delivered
  • Exception: A refund or replacement may be provided only if the product arrives damaged, leaking, defective, spoiled, or incorrect, and the issue is reported within 48 hours of delivery with clear photos of the product and packaging
• Products damaged due to misuse, negligence, or improper handling by the customer
• Items returned after the applicable return window has expired
• Personal care items, or customized products (if applicable)
• Items returned without original packaging, labels, or valid proof of purchase

3. Return Process

To initiate a return:

• Contact our customer support team at smartsakhiofficial@gmail.com
• Provide your order number, reason for return, and product images (if required)
• Once approved, you will receive instructions for returning the product

Please ensure the product is securely packed to avoid damage during transit.

4. Replacement Policy (No Exchanges)

We do not offer exchanges.

If you receive a damaged, defective, or incorrect item, we may offer:

• A replacement of the same product (subject to availability), or
• A refund, if replacement is not possible

Issues must be reported within 48 hours of delivery with supporting photos.

5. Return Shipping

• If the return is due to a defect or an incorrect item sent by SmartSakhi, return shipping costs will be covered by us
• For all other approved returns, shipping costs will be borne by the customer

6. Cancellation Policy

• Orders can be cancelled before they are shipped
• Once an order is shipped, cancellation is not possible and the standard return policy will apply

7. Contact Us

If you have any questions about our Return and Refund Policy, please contact us:

Email: smartsakhiofficial@gmail.com

Website: www.smartsakhi.org