Refund policy

Return, Exchange & Refund Policy

At Sentiara, we strive to ensure that every piece you receive meets your expectations. If for any reason you are not fully satisfied with your purchase, please review our Return, Exchange & Refund Policy carefully before placing your order.

1. RETURN & EXCHANGE ELIGIBILITY

You may request a return or exchange within 3 days from the date of delivery.

To initiate a return/exchange request, please contact us at hello@sentiara.in within 3 working days of receiving your order with the following details:

Order ID
Reason for return/exchange
Clear product images
Mandatory unboxing video

Requests raised after 3 days of delivery may not be accepted.

2. MANDATORY UNBOXING VIDEO REQUIREMENT

For any defective, damaged, incorrect, incomplete, or missing order claims, customers must notify us within 48 hours of delivery along with a proper unboxing video.

Please ensure the following while recording the video:

The parcel should be unopened and fully sealed at the beginning of the video
A clear 360-degree view of the package must be shown before opening
Original shipping labels and tags must be visible
The damaged/defective/missing/wrong item must be clearly highlighted in zoom view
The video must clearly capture the complete unpacking process without cuts or edits

Claims without sufficient video proof or with signs of tampering may not be accepted.

Sentiara reserves the right to make the final decision in such cases after verification.

Any complaint raised after 48 hours of delivery may not be considered.

3. CONDITIONS FOR RETURN/EXCHANGE

To be eligible for a return or exchange:

The product must be unused and in original condition
All original packaging, tags, invoices, and accessories must be intact
The item must not show signs of wear, perfume, scratches, damage, washing, or alteration

Products failing quality checks after return may be rejected.

4. NON-RETURNABLE & NON-EXCHANGEABLE ITEMS

The following items are not eligible for return or exchange:

Products priced below ₹199
Combo products
Gift hampers
Free gifts or promotional products
Products purchased during sales, clearance, contests, special offers, or promotional schemes

5. REVERSE PICKUP & RETURN PROCESS

Reverse pickup will be arranged by Sentiara where reverse pickup service is available.
A fixed reverse pickup charge of ₹99 will be applicable on all approved returns/exchanges.
Customers are requested to remain available during the pickup attempt and answer calls from the courier partner.

If the customer is unavailable or unreachable, the pickup may get cancelled by the courier partner, and the process will need to be re-initiated, which may increase the resolution timeline.

Please note that while most pincodes are serviceable for reverse pickup, some locations may only support forward delivery and not reverse pickup. In such cases, customers may be requested to self-ship the product through India Post or another courier service available in their area.

6. REFUND POLICY

Refund Deductions

The following charges will be deducted from the final refund amount:

Forward Shipping Charges: ₹59
COD Charges: ₹30 (if applicable)
Reverse Pickup Charges: ₹99

Refund Method

Prepaid Orders

Refunds will be processed to the original payment method, UPI, or bank account.

Cash on Delivery (COD) Orders

No cash refunds will be provided for COD orders.

Only store credit or gift vouchers will be issued for eligible COD returns.

Refunds/store credits will be processed within 7 working days after the returned product is received and passes quality inspection at our warehouse.

Shipping charges are non-refundable.

7. ORDER-LEVEL RETURN & EXCHANGE POLICY

Returns and exchanges are processed only at the complete order level and not on a product-by-product basis.

Partial return/exchange requests for individual products from the same order may not be accepted.

8. MISSING ITEMS IN RETURN PARCELS

In cases where a customer claims to have returned multiple products, but all products are not received in the return parcel, Sentiara reserves the right to deduct an amount up to the full MRP of the missing item(s) from the refund amount.

This policy also applies to free gifts, promotional items, and complimentary products included with the order.

9. DAMAGED, DEFECTIVE OR INCORRECT PRODUCTS

If you receive a damaged, defective, incorrect, or incomplete order:

Contact us within 48 hours of delivery
Share your Order ID
Provide clear images/videos
Mandatory unboxing video is required for verification

After verification, we will arrange an appropriate resolution, replacement, or store credit, depending on the case.

Claims without proper unboxing proof may not qualify for refund, replacement, or exchange.

10. IMPORTANT NOTES

Sentiara reserves the right to reject any return/exchange request that does not meet the conditions mentioned above.
Refund timelines may vary depending on banking partners and payment gateways.
Returns are subject to successful quality inspection after the product is received at our warehouse.
In all dispute-related matters, Sentiara’s decision shall be considered final.