Return & Refund policy
Refund policy
RETURNS:
How do I know if an item is eligible for a return?
It is our endeavour to provide you with the best customer service possible.
Due to the perishable nature of our products, we do not offer any returns or exchanges.
In such a scenario, requests within 24 hours of the package having been delivered will be accepted.
- Details such as order number, images of the damaged product, etc. or any other customer concerns need to be emailed to feedback@ch-t-ni.com
- Please provide pictures of the damaged or incorrect products received.
- In the case of a defect in the product in terms of its quality, the authorised representatives of CH:T:NI shall evaluate the request and on inspection thereon, shall re-ship the replacement if and only if there is a defect in the product in terms of its quality per se.
- In certain extreme cases, you can also be eligible for a refund on damaged or spoiled products received; subject to the above-mentioned conditions being met.
What is your exchange policy?
Due to the perishable nature of the product, we do not offer any exchanges.
EXCHANGE PROCESS
Notification: Please notify us within 24 hours of receiving the damaged product.
If your purchase meets the exchange criteria above, please contact our customer care team within 24 hours of delivery in writing at feedback@CH-T-NI.COM along with photographic and/or video evidence.
• For Damage/quality issues, please provide order number, date of transaction, delivery address and image/video of the defective item along with the packaging it was received in.
• Provide Evidence: To expedite the process, we request a full video/images of the unboxing of the parcel. This video should clearly show the condition of the packaging and the damaged item(s). This evidence helps us in assessing the issue accurately and expediting the resolution.
Our customer care team will investigate and revert within 2 working days. Upon receipt of communication from our customer care team, please follow the below steps:
In case of quality issue/defect:
• Please pack the product in its original packaging along with and/or any other inclusions sold as a part of the purchase.
• We will organize a reverse pick up, at no additional charges, from the address stated in your invoice
• Upon receipt of the product at our warehouse, it will be subject to quality inspection and if it passes the inspection, a fresh piece will be dispatched to reach you within standard shipping timelines.
• In the rare occurrence that a replacement piece is not available, a Credit note will be issued for the full amount for the damaged product.
• Our credit notes can be used on our website
REFUND POLICY
• If your purchase meets the eligibility criteria stated above, we will happily exchange and offer a fresh piece.
• In the rare instance we are unable to do so, we issue and email a credit note to the registered email address or the e-mail address used while making the purchase.
• The credit note will be valid for 3 months from the date of issue and can be redeemed online.
Conditions for Returns and Refunds:
Returns and refunds for damaged goods are applicable only if the above steps are followed within the specified timeframe.
We reserve the right to refuse returns or refunds if the required evidence is not provided or if the damage is not clearly visible in the video provided.
NOTE: There could be some delays in transit during festive times/ adverse climate conditions of which our store won’t be liable and no refunds will be offered for the same.
GENERAL TERMS & CONDITIONS
• Orders once confirmed, cannot be cancelled/amended.
• Products purchased during sale period / discounts are not eligible for return or exchange.
• Products purchased prior to sale cannot be exchanged during sale period.
• No refunds are entertained if the customer has provided wrong or incomplete shipping address.
• No refunds are entertained if there are 3 failed delivery attempts by our shipping agency and/or if the package is refused by the recipient. In the event of delivery failure due to the customer's unavailability or refusal to accept the delivery, Sage Organik/CH:T:NI assumes no responsibility for refunds or additional charges for re-attempted delivery. In such cases, a credit note will be issued only on the product's return.
• No refunds are entertained for international shipments if the recipient refuses to pay the Duty as mandated by the respective country of shipment and does not collect the order from the Shipping agency.
• Please ensure that the delivery received is in good condition and has not been tampered with, before you sign off acceptance.
• In case of a damaged package, please retain the original packaging (along with price tags, invoices, labels etc.) until our team reviews it. Additionally, please ensure to write “Received Damaged “on the delivery receipt when accepting and signing off with the courier partner.
Disclaimer: All policies are subject to change without prior notice. In case of any conflict Terms & Conditions Policy would prevail.