Return & Replacement Policy

1. General Return Policy

We accept return or replacement requests only in cases that qualify under this policy and applicable consumer laws.

A customer may contact us if:

• The wrong product was delivered.
• The product was damaged during delivery.
• Items are missing from the order.
• The product received is materially different from the product ordered.
• The product has another genuine issue covered under applicable law.

Please contact us as soon as possible after receiving the order.

2. Natural Product Variations

Some Solaivanam products are natural and traditionally prepared products.

For products such as Organic Cow Dung Cakes, natural variations may occur in:

• Size
• Shape
• Colour
• Texture
• Thickness
• Dryness
• Appearance

Customers are encouraged to review the product description and images before placing an order.

3. Damaged Products

If your product arrives damaged, please contact us promptly after delivery.

We may request:

• Photographs of the product.
• Photographs of the outer packaging.
• Photographs of the shipping label.
• A short video showing the condition of the package/product, where appropriate.
• Order number and other relevant details.

Please retain the original packaging until the issue has been reviewed.

4. Wrong Product Delivered

If you receive a product different from the one ordered, please contact us with your order details.

After verification, we may arrange an appropriate replacement or other remedy, subject to availability and applicable law.

5. Missing Items

If any item appears to be missing from your order, please contact us with:

• Order number
• Name
• Contact number
• Details of the missing item

We will verify the order and take appropriate action.

6. Non-Returnable Products

Certain products may not be eligible for return due to their nature, hygiene considerations, or because they have been opened, used, consumed, damaged after delivery, or altered by the customer.

A product may not be accepted for return where:

• It has been used after delivery.
• It has been intentionally damaged.
• It has been altered or modified.
• The issue is solely a natural variation described on the product page.
• The product is returned without the required information or evidence.
• The return is otherwise outside the applicable return conditions.

This section does not restrict any consumer right that cannot legally be restricted.

7. Return Conditions

Where a return is approved, we may require the product to:

• Be unused, where applicable.
• Be returned in its original packaging where reasonably possible.
• Include the relevant order information.
• Be safely packaged for return transportation.

The exact return requirements may vary depending on the nature of the product and the reason for the return.

8. Replacement Process

The replacement process generally follows these steps:

Replacement is subject to product availability.

9. Refunds

Where a refund is approved, the refund will generally be processed through the applicable payment method or another appropriate method.

The time taken for the amount to appear in your account may depend on the payment gateway, bank, card issuer, UPI provider, or other financial institution.

Solaivanam is not responsible for delays caused by third-party payment providers after the refund has been initiated.

10. Shipping Charges

Treatment of shipping charges may depend on the reason for the return or replacement.

Where the issue is attributable to Solaivanam, such as an incorrect product being dispatched, the applicable return/replacement shipping arrangement may be handled by us.

For other circumstances, shipping charges may not be refundable, subject to applicable law and the specific circumstances of the order.

11. Order Cancellation

If you want to cancel an order, please contact us as soon as possible.

Cancellation requests may not be accepted once the order has been:

• Packed
• Dispatched
• Handed over to the courier
• Otherwise processed for delivery

If cancellation is accepted, any applicable refund will be processed according to our refund procedure.

12. Incorrect Delivery Address

Customers are responsible for providing accurate delivery information during checkout.

Solaivanam is not responsible for delivery problems caused by:

• Incorrect address
• Incomplete address
• Incorrect PIN code
• Incorrect phone number
• Customer not being available to receive the order
• Other information incorrectly provided by the customer

Additional delivery charges may apply if a shipment needs to be re-dispatched due to incorrect information provided by the customer.

13. Delivery Refusal

If a customer refuses delivery without a valid reason or provides an incorrect delivery address, the order may be returned to Solaivanam by the courier.

Any refund in such circumstances will be considered according to the applicable circumstances, shipping costs, and applicable law.

14. Products Damaged After Delivery

Products that are damaged after successful delivery due to improper handling, storage, moisture exposure, misuse, or other customer-related circumstances may not qualify for replacement.

15. How to Request a Return or Replacement

Please contact us with the following information:

• Order Number
• Customer Name
• Registered Mobile Number
• Product Name
• Reason for Request
• Photographs/Videos where required

Our team will review the request and provide further instructions where necessary.

16. Review & Approval

All return and replacement requests may be reviewed before approval.

Approval may depend on:

• Order details
• Product condition
• Reason for the request
• Evidence provided
• Delivery status
• Product type
• Applicable return conditions
• Applicable consumer laws

Submitting a return request does not automatically guarantee approval.

17. Consumer Rights

Nothing in this Return & Replacement Policy is intended to remove, restrict, or override any consumer rights or remedies that cannot legally be excluded or restricted under applicable law.

18. Changes to This Policy

Solaivanam may update this Return & Replacement Policy from time to time to reflect changes in our products, services, operational procedures, or applicable legal requirements.

The latest version will be published on this page with the updated effective date.