Sakuda Return, Refund & Exchange Policy

Effective Date: Immediately upon publication

1. Overview

Sakuda is a multi-vendor online marketplace connecting customers with sellers across India.

This Return, Refund & Exchange Policy explains the conditions under which customers may request a return, refund, replacement, or exchange for products purchased through Sakuda.

Because Sakuda operates as a multi-vendor marketplace, return and exchange eligibility may vary depending on the product, seller, product category, and reason for the return.

2. Return Period

Return requests must generally be raised within 7 days of delivery.

If 7 days have passed since the product was delivered, Sakuda may not be able to accept the return or exchange request unless the product is covered by a specific defect, damage, replacement, warranty, or applicable legal requirement.

3. Eligibility for Return

To be eligible for a return, the product must generally:

• Be unused and unworn.
• Be in the same condition in which it was received.
• Be undamaged and free from any signs of use.
• Have all original tags and labels attached.
• Be returned in the original packaging wherever applicable.
• Be free from perfume, deodorant, detergent, makeup, tan marks, or other stains.
• Include all original accessories, components, manuals, packaging, and other items supplied with the product, where applicable.
• Be accompanied by the order details, receipt, or other proof of purchase.

Sakuda or the seller may reject a return if the product does not meet the applicable return conditions.

4. Non-Returnable Products

Certain products may not be eligible for return or exchange due to their nature, hygiene requirements, safety considerations, or seller-specific conditions.

These may include:

• Personal care products.
• Jewellery and accessories.
• Belts.
• Masks.
• Sanitary or intimate products.
• Perishable products.
• Hazardous materials.
• Products that are specifically marked as non-returnable on the product page.
• Other products where return or exchange is restricted due to applicable laws, hygiene requirements, or product characteristics.

Defective or Damaged Products

Personal care products, jewellery, belts, masks, toys, and other normally non-returnable products may be eligible for replacement or other appropriate resolution only where the product is received damaged, defective, incorrect, or otherwise materially different from the order, subject to verification.

5. Damaged, Defective or Incorrect Products

Customers should inspect their shipment as soon as possible after delivery.

If a product is received damaged, defective, incorrect, incomplete, or materially different from the product ordered, the customer should raise a return/replacement request within the applicable return period.

Sakuda or the seller may request photographs, videos, packaging details, delivery information, or other supporting evidence to evaluate the claim.

For certain products, customers may be required to provide an unboxing video or photographs of the package and product.

6. Product Condition for Returns

All returned products must meet the applicable return conditions.

For garments and similar products:

• Products must be unworn and unwashed.
• Original tags must remain attached.
• Products must be free from perfume, deodorant, detergent, makeup, tan marks, or other stains.
• Products should be returned using the original packaging, including garment sleeves or protective packaging where applicable.

Customers should take reasonable care of products until the return request has been completed.

7. Correct Product Must Be Handed Over

Customers must ensure that the correct product approved for return or exchange is handed over to the courier or pickup executive.

Sakuda and the seller will not be responsible for an incorrect product being handed over by the customer.

If an incorrect product is handed over, additional reverse and forward shipping charges may apply for recovering the incorrect product and delivering or collecting the correct product.

8. Return Pickup

Where return pickup is available, the return shipment may be collected by a courier or logistics partner from the customer’s delivery address.

The initial return pickup may generally be attempted within 3–4 working days after the return request is accepted, subject to courier availability and the customer’s location.

Pickup timelines may vary because of courier availability, remote locations, weather conditions, operational issues, or other circumstances beyond Sakuda’s control.

If a customer cancels or misses an arranged return pickup and another pickup needs to be scheduled, additional charges may apply where applicable.

9. Return Inspection and Quality Check

Once the returned product is received, it may be inspected by Sakuda, the seller, or an authorized service provider.

The return will be processed after verification of the product’s condition and compliance with the applicable return policy.

If the returned product does not meet the applicable return conditions, the return or refund request may be rejected.

10. Return Processing Time

A return or exchange request may take approximately 12–15 working days to complete after the return request has been processed, depending on pickup, shipment, inspection, seller verification, payment processing, and other operational factors.

Actual timelines may vary.

11. Refunds

Once the returned product has been received and successfully inspected, Sakuda or the relevant seller will determine whether the refund request is approved.

If approved, the applicable refund will be processed according to the payment method and the conditions applicable to the order.

Prepaid Orders

For eligible prepaid orders, the applicable refund will generally be processed to the original payment method used for the purchase.

Depending on the payment provider and banking process, the time required for the refund to appear in the customer’s account may vary.

Discounted Products, Sales and Promotional Orders

Products purchased using discounts, sales, promotional offers, coupons, promo codes, or other special pricing may be subject to different refund or replacement conditions.

Where applicable, the refund may be provided as a Sakuda gift card, store credit, or other permitted form as specified for the particular offer or product.

The applicable terms displayed on the product page or offer may apply.

12. Handling Charges

Where a handling or processing charge is specifically displayed and charged on an eligible order, such charge may be non-refundable in the event of a customer-initiated return.

Any applicable charges will be disclosed at checkout or in the relevant order terms.

13. Shipping Charges on Returns

Original shipping charges may be non-refundable for customer-initiated returns unless the return is due to a defective, damaged, incorrect, or materially different product, or otherwise qualifies for a refund under applicable law or Sakuda’s applicable policy.

Where a customer is responsible for return shipping, applicable return shipping charges may be deducted from the refund or may be payable separately.

Return Shipping and Restocking Fee

For eligible returns requested within the applicable 7-day return period:

• The customer is responsible for the return shipping cost.
• A fixed return shipping charge of ₹70 will apply to each eligible return.
• A 20% restocking fee will be deducted from the eligible product refund amount.
• The original delivery/shipping charge, where applicable, is non-refundable.
• The returned product must meet all applicable return conditions and must be received in acceptable condition before the refund is processed.
• Products that are used, damaged, altered, incomplete, or excluded under this policy may not be eligible for return or refund.

These charges are separate from Sakuda’s standard delivery offer. Free shipping on eligible orders does not mean that return shipping is free.

14. Exchanges and Replacements

Exchanges or replacements are generally available only where:

• The product is defective or damaged.
• The wrong product was delivered.
• The product received is materially different from the product ordered.
• The applicable product or seller policy specifically permits an exchange.

Exchange or replacement is subject to product availability.

If the same product is unavailable, Sakuda or the seller may provide another appropriate resolution, which may include a refund or store credit, subject to the applicable circumstances.

15. Missing or Incorrect Information

A return request may be rejected or delayed if the customer does not respond to reasonable requests for additional information, photographs, videos, documentation, or other evidence required to evaluate the claim.

A request may also be rejected where the supporting evidence is insufficient to establish the claimed defect, damage, incorrect product, or other eligible reason for return.

16. Wholesale / Bulk Orders

Wholesale and bulk orders may be subject to different return and refund conditions because of their quantity, pricing, seller arrangements, and customized terms.

For wholesale orders, returns may generally be accepted in cases involving defective or damaged products, subject to verification and the applicable seller terms.

Customers placing bulk orders are encouraged to purchase a single product through the B2C section, where available, to evaluate product quality before placing a larger wholesale order.

Any special return, replacement, refund, or shipping terms agreed upon for a wholesale order will apply to that order.

17. International Orders

International orders, where offered, may be subject to separate shipping, customs, duties, brokerage, and return conditions.

Sakuda may not provide reverse pickup for international returns.

Where an international return or exchange is accepted, the customer may be responsible for applicable return shipping, forward shipping, customs, duties, brokerage, and other associated charges unless otherwise stated.

International orders are accepted only through the payment methods made available by Sakuda for international purchases.

18. Undelivered or Returned Shipments

If a shipment cannot be delivered and is returned to the seller, the shipment may be returned on an “as is” basis, meaning in the condition in which it is received by Sakuda or its logistics partner.

Refunds for undelivered or returned shipments will be handled according to the applicable order, seller, shipping, and refund terms.

Additional shipping or handling charges may apply where the failure to deliver is caused by an incorrect or incomplete address, customer unavailability, refusal to accept the shipment, or other customer-related reasons.

19. Return Request Approval

A return request may be approved where:

• The product meets the applicable return conditions.
• The seller approves the return where seller approval is required.
• The product is defective, damaged, incorrect, or otherwise qualifies under this policy.
• Required supporting information or evidence has been provided.

Once an approved return is collected, the reverse shipment may be delivered to the relevant seller for inspection or further processing.

20. Return Request Rejection

A return request may be rejected if:

• The request is made after the applicable return period.
• The product is used, worn, washed, damaged, altered, or otherwise does not meet the return conditions.
• Original tags or packaging are missing where required.
• The product belongs to a non-returnable category.
• Required supporting evidence is not provided.
• The customer does not respond to reasonable requests for additional information.
• The returned product does not match the product approved for return.
• The claim cannot be verified after inspection.
• The product is excluded from return under the applicable product or seller terms.

21. Late or Missing Refunds

If an approved refund has not been received, customers should first check their original payment account or payment method.

Customers may also need to contact their bank or payment provider because processing times may vary.

If the refund is still not received after the applicable processing period, customers may contact Sakuda for assistance.

22. Gifts

Where a product is purchased as a gift, any refund or store credit will generally be handled according to the original order and payment method unless otherwise specified.

Gift-related returns may be subject to the same eligibility conditions as other orders.

23. No Direct Return to Manufacturer

Customers should not send returned products directly to the manufacturer unless specifically instructed by Sakuda or the relevant seller.

Return instructions provided through Sakuda should be followed.

24. Policy Updates

Sakuda reserves the right to modify this Return, Refund & Exchange Policy at any time.

Updated policies will be published on the website and become effective immediately upon publication unless otherwise stated.

25. Contact Us

For questions regarding returns, refunds, replacements, or exchanges, please contact us at care@sakuda.in