Refund & Return Policy

Refund, Return & Exchange Policy

At Satva, every product is prepared, checked, and packed with utmost care before it leaves us. Because our incense sticks, dhoop cones, dhoop, and allied products are fragrance-based items meant for personal and devotional use, and because the perception of fragrance is subjective and varies from person to person, we follow a strict No Return & No Refund Policy. However, exchanges or replacements are permitted only in the exceptional circumstances outlined below.

1.1 When is an Exchange or Replacement Available?

We will arrange a replacement or exchange if any of the following applies, provided the issue is reported within the eligibility window mentioned in Section 1.3:

  • You received a product different from the one you ordered.
  • The product has a genuine manufacturing defect.
  • An item listed in your order was missing from the parcel.

1.2 When are Exchange, Return or Refund Requests Not Accepted?

  • Dissatisfaction with a fragrance due to personal preference. Fragrance perception is subjective. We recommend trying our Assorted Pack of 5 before purchasing larger quantities.
  • The product has been opened or used (except in genuine cases of damage or manufacturing defects).
  • Requests raised more than 24 hours after delivery.
  • Orders returned to origin or undelivered due to an incorrect or incomplete address, recipient unavailability, or refusal to accept delivery.
  • Minor natural variations in colour, texture, or fragrance intensity.

1.3 How to Raise a Request

Please email us at hello@artofsatva.com within 24 hours of delivery with the following:

  • Your Order Number
  • A brief description of the issue
  • At least 3 clear photographs or an unboxing video showing the product and outer packaging

Our team will review your request and guide you through the next steps.

We strongly recommend recording an unboxing video while opening your parcel, as it helps us resolve damage or missing-item claims much faster.

1.4 Refunds

Where a refund is expressly approved by us (for example, if a replacement cannot be provided or an order cannot be fulfilled), the amount will be processed to the original payment method within 14 (fourteen) business days from the date of approval.

For Cash on Delivery (COD) orders, refunds will be processed via Bank Transfer or UPI using the account details shared by the customer.

Shipping charges, where applicable, are non-refundable, except where the issue is due to an error on our part.

1.5 Order Cancellation

Orders may be cancelled only before dispatch. If you wish to cancel your order, please contact us as soon as possible at hello@artofsatva.com.

Once an order has been dispatched, it cannot be cancelled and will be governed by this Refund, Return & Exchange Policy.

Shipping Policy

This Shipping Policy explains how we process, dispatch, and deliver your orders.

2.1 Order Processing & Dispatch

Orders are generally processed and dispatched within 3 working days of order confirmation.

Dispatch may occasionally take longer during festivals, high-demand periods, or when additional verification is required.

Prepaid orders are generally processed faster than Cash on Delivery (COD) orders, which may require courier verification.

2.2 Delivery Timelines

After dispatch, orders are usually delivered within 7–14 business days, depending on your delivery location.

These timelines are indicative and may vary due to weekends, public holidays, weather conditions, regional disruptions, or other circumstances beyond our control.

2.3 Shipping Charges

  • Free Shipping on orders above ₹499.
  • A flat shipping charge of ₹110 applies to orders below ₹499.
  • Applicable shipping charges are displayed at checkout before payment.

2.4 Courier Partners & Tracking

Orders are shipped through trusted third-party logistics partners such as Shiprocket and Delhivery, who assign the most suitable courier service based on your location.

Once your order is dispatched, tracking details will be shared via SMS, Email, or WhatsApp.

2.5 Delays Beyond Our Control

While we take full responsibility for careful packing and timely dispatch, delivery timelines may be affected by courier operations, weather conditions, regional disruptions, festive-season volumes, or force majeure events.

If your order is delayed, please contact our support team. We will actively coordinate with the courier partner to assist in resolving the issue.

2.6 International Shipping

International shipping is available wherever applicable.

Shipping charges for international orders are calculated during checkout. Any customs duties, taxes, or import levies imposed by the destination country are the responsibility of the customer.

For bulk orders, please contact us at hello@artofsatva.com.