1. Overview
At SatyaTerra, every tube is quality-checked and sealed before it leaves our facility. We want you to be delighted with your purchase. If something isn't right, this policy explains exactly how we handle cancellations and refunds.
This policy applies to all purchases made through satyaterra.in. By placing an order, you agree to the terms below.
2. Order Cancellation
2.1 Before dispatch
You may cancel your order at any time before it is dispatched from our warehouse. To cancel, email us at care@satyaterra.in or WhatsApp +91 99999 99999 with your order number.
We will confirm the cancellation and initiate a full refund (including shipping fees if any) within 24 hours.
2.2 After dispatch
Once an order has been dispatched, it cannot be cancelled. If you no longer want the order, please refuse delivery; once the parcel is returned to us undelivered, we will initiate a refund as per Section 6, with the actual return-shipping cost deducted.
2.3 Cancellation by SatyaTerra
We reserve the right to cancel orders for reasons including but not limited to:
- Product out of stock.
- Pricing or product information errors.
- Suspected fraudulent or unauthorized transactions.
- Inability to deliver to the address provided.
- Failed payment verification.
In such cases, we will notify you and issue a full refund to the original payment method within 5–7 working days.
3. Return Eligibility
Because our products are nutraceutical / wellness consumables, we maintain a limited return policy in line with food-safety best practice. We accept returns only under the following conditions:
| Scenario | Return accepted? | Window |
|---|---|---|
| Product received damaged in transit | ✅ Yes | Within 7 days of delivery |
| Wrong product delivered | ✅ Yes | Within 7 days of delivery |
| Tube sealed but past expiry | ✅ Yes | Within 7 days of delivery |
| Manufacturing defect | ✅ Yes | Within 7 days of delivery |
| Changed your mind | ❌ No | — |
| Tube opened / seal broken | ❌ No | — |
| Allergic / adverse reaction | Case-by-case | Contact us within 7 days |
4. Damaged, Wrong, or Defective Items
If you receive a product that is damaged, wrong, or defective:
- Take photos of the parcel (outer packaging), the product, and the damage/defect — ideally within 24 hours of delivery.
- Email care@satyaterra.in with subject "Damaged/Wrong Order — [your order number]" and attach the photos. Or WhatsApp the same details to +91 99999 99999.
- Do not discard the product or packaging until we confirm the resolution.
We will review and respond within 2 working days. If eligible, we will arrange one of:
- Free replacement shipped at our cost, or
- Full refund to your original payment method.
5. How to Request a Cancellation or Refund
Use any of the following channels:
- Email: care@satyaterra.in
- WhatsApp: +91 99999 99999 (10am – 7pm IST, Mon–Sat)
- Contact form: contact us
Please include your order number, reason, and (if applicable) photos. We acknowledge requests within 1 working day and resolve within 5–7 working days.
6. Refund Timelines
Once a refund is approved, it is initiated within 2 working days and processed back to the original payment method. Bank-side credit times vary:
| Payment method | Time to credit (after we initiate) |
|---|---|
| UPI / wallets | 1 – 3 working days |
| Credit / debit card | 5 – 7 working days |
| Net banking | 3 – 5 working days |
| EMI | 7 – 14 working days |
You will receive an email confirmation when the refund is initiated, along with the Razorpay refund reference number which you can quote with your bank if needed.
7. Failed Transactions
In the rare event that money is debited from your account but the order does not get placed:
- The amount is automatically reversed by your bank within 5–7 working days.
- If you do not receive the reversal within 7 working days, email care@satyaterra.in with the debit reference / UTR — we will trace it with Razorpay and help reconcile.
8. Non-Returnable Situations
We are unable to accept returns in the following cases:
- The product seal has been broken or the tube has been opened.
- The return request is raised more than 7 days after delivery.
- You changed your mind after receiving the product.
- The product is in a damaged condition due to misuse, improper storage, or mishandling after delivery.
- The product was purchased from a reseller / marketplace other than satyaterra.in.
9. Contact Us
If you have any questions about this policy, our team is here to help.
SatyaTerra Customer Care
Email: care@satyaterra.in
WhatsApp: +91 99999 99999
Hours: 10am – 7pm IST, Monday to Saturday
Address: Delhi, India
This Cancellation & Refund Policy is intended to comply with Razorpay's merchant requirements. It should be reviewed by a qualified legal professional before going live.