Time Frame for Raising Queries

If you experience any issue with your order, please notify us within 24 hours of receiving your shipment.

This includes concerns related to:

• Damaged or broken products

• Leakage during transit

• Missing items

• Incorrect products received

• Product quality concerns

• Incomplete orders

Requests reported after 24 hours may not be eligible for replacement, refund, or store credit. However, in exceptional circumstances, we may review such requests on a case-by-case basis.

Claim Verification

To help us investigate your concern fairly and efficiently, we kindly request that you record a single, uninterrupted unboxing video starting before opening the sealed parcel and continuing until all products are clearly visible.

An unboxing video may be required for claims relating to:

• Damaged or broken products

• Leakage during transit

• Missing items

• Incorrect products

• Incomplete orders

Please note that photographs alone may not always be sufficient to verify such claims. Claims submitted without the required evidence may not be eligible for replacement, refund, or store credits. Satopradhan reserves the right to investigate and verify every claim before approving any resolution.

Order Cancellation

If you wish to cancel your order, we recommend doing so immediately after placing it or before dispatch.

Our team works hard to dispatch orders as quickly as possible, and many orders are processed on the same day. Once processing has begun, cancellation may no longer be possible.

To request a cancellation, please contact us at:

📩 care@satopradhan.com

📱 +91 70879 84000

Before Dispatch

If your order is cancelled before dispatch, a full refund of the amount paid will be issued.

After Dispatch

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

If we approve a cancellation after dispatch under exceptional circumstances:

• Refunds will not be issued.

• Store credit valid for 12 months will be provided instead.

• Applicable shipping charges, Return to Origin (RTO) charges, courier charges, and other handling costs will be deducted before issuing store credit.

• Shipping charges paid at the time of placing the order are non-refundable.

Return Policy

All purchases made through our website are considered final. For hygiene, food safety, and quality reasons, we do not accept returns once products have been delivered.

However, in rare and exceptional situations where a product is found to be completely unusable due to a verified issue, Satopradhan may, at its sole discretion, offer an appropriate resolution, which may include store credit, replacement, or refund.

Resolution for Damaged Products

If your product arrives damaged during transit, we will carefully review your claim.

After verification, Satopradhan will determine the most appropriate resolution depending upon the nature of the issue.

The resolution may include:

• Replacement

• Store Credit

• Partial Store Credit
  

Please note that Satopradhan reserves the sole discretion to decide the appropriate resolution after reviewing the evidence provided.

What is NOT Eligible

The following situations are not eligible for replacement or store credit:

• Minor dents or cosmetic damage to the outer packaging that do not affect product quality or usability.

• Slight leakage or residue around caps that does not materially affect product quantity or usability.

• Natural settling, separation, or crystallisation of ingredients.

• Natural variations in colour, aroma, taste, texture, or consistency between batches.

• Damage resulting from improper storage or handling after delivery.

• Normal wear and tear of packaging during transportation.

Product Quality Concerns

If you believe there is an issue with the quality of a product, please report it within 24 hours of delivery. Complaints received after 24 hours but within 7 days may be reviewed on a case-by-case basis. Complaints received after 7 days cannot normally be accepted.

As mentioned on our product labels and the information card included with your order, many of our natural products should be transferred to an airtight container immediately after delivery to maintain their freshness and quality. Once products have been delivered, proper storage becomes the customer's responsibility.

We cannot be held responsible for deterioration caused by:

• Exposure to moisture

• Direct sunlight

• Heat

• Improper storage

• Contamination

• Usage beyond the recommended shelf life

Customised & Made-to-Order Products

Customised products are specially prepared according to your specific requirements and therefore cannot be resold.

We kindly request that any special instructions be shared accurately before production begins. Once production has started:

• Orders cannot be cancelled.

• Customisation cannot be changed.

• Returns, exchanges, and refunds are not available.

A replacement or suitable resolution will only be considered if:

• The customised product is damaged during transit, or

• There has been an error made by Satopradhan during customisation.

If a customised order is refused at delivery, returned because of an incorrect address, non-availability, or failure to accept delivery, no refund, replacement, store credit, or compensation will be provided.

Fair Usage Policy

Our policies are designed to protect genuine customers while helping us continue operating as a sustainable business.

Satopradhan reserves the right to reject claims that are:

• Incomplete

• Unsupported by the required evidence

• Misleading

• Fraudulent

• Found to have been intentionally misrepresented after verification

We understand that genuine issues can occasionally arise despite everyone's best efforts. Please rest assured that we're always here to help. Every concern is reviewed with care, fairness, and transparency, and we will always do our very best to provide the most appropriate resolution based on the circumstances, because your satisfaction means the world to us.

Our policies are designed to protect both our valued customers and our small business, enabling us to continue offering honest products, fair pricing, and sustainable practices.

Thank you for your trust, understanding, and continued support. It is because of conscious customers like you that we are able to continue our mission of making healthier, more natural, and sustainable living accessible to everyone.