An order can only be cancelled as long as it has not been packed and dispatched. If the order has been dispatched by the time you have cancelled it or if you have already received the order then you will need to send the goods back to us at your own cost and risk. All products should be unopened and in a re-sellable condition with all of their packaging seals intact. The charge from your end will be full if the goods returned are not sufficiently packaged or are damaged on return. In order to be applicable for refund, all returns need to be back with us within 14 days of the delivery date.
You are entitled to a refund minus the p&p charges incurred sending out the original order if delivery is refused by the addressee. On international and larger and heavier items delivered by domestic couriers, please note that they may charge an additional fee for the order to be returned to us. If this is the case, any additional fees will also be deducted from any refund issued.
Please note that we will need to have the items arrive back with us before a refund can be issued.
Returns on orders with free shipping:
If a returned order had free shipping applied, the original shipping cost will be also deducted from any refund.
The above statement also applies to full order returns where shipping cost would need to be deducted from the refund. We unfortunately have no way to reclaim these costs.
Returns Address and Process:
Your name and order number should be mentioned in your return items in the package and that they are sent to the address mentioned below. Failure to do so will result in delays with processing your return.
201, Maitri Classic, Bhaktidham Mandir Marg, Chunabhatti, Mumbai - 400022.
Full refund will be given if the goods received back are in the same condition as they were sent to you in. In this case we will refund full cost. Please note that we retain the right to charge a 15% restocking if the item(s) shows any signs of superficial damage, or where orders have been made up specially. If your order has been dispatched by the time you cancel then all the postage and packing costs are non-refundable. P&P costs will be deducted from final amounts refunded. Refunds may take up to 10 days to process.
Damaged goods in transit:
Please take a photo and email us if any goods are damaged in transit. We will then be happy to offer a discount or send a replacement. Please note that we are unable to resolve issues of faulty or damaged products without a photo for our records.
Vouchers & Discount Codes:
Discount codes must be used at the time of checkout - we have no way to add a discount code once the order has been placed. Only one discount code can be used at a time during checkout. We are also unable to refund any voucher codes that have been used on returned items.
Cancelling or Amending Orders
We are open to accommodate and try our best to resolve any cancellation requests or amendments to orders, but these can take up to 24 hours to be read and are usually needed to be requested by phone.
Often orders are dispatched the same day, or first thing the following morning based on the time of order placing, so if an order cancellation or an amendment is required before the order is packed, please call on tel:+91-7021960295, tel:+91-7021960297, tel:+91-9152983115.
Once you receive a delivery notification, this means the order has been packed and processed, we are no longer able to amend it or cancel it, please note this.
We have no way to add a discount code once the order has been placed; hence discount codes must be used at the time of checkout. Only one discount code can be used at a time during checkout.
International Orders, Customs Processes, Fees and Import Restrictions
Customer's responsibility is to ensure that any items purchased are eligible for import into the destination country.
We cannot be held responsible for any items that are opened for inspection/examination or detained or destroyed at the point of entry into the destination country. The same applies for any import taxes, duty or clearance fees, the customer is solely responsible, and if a parcel is refused or returned due to unpaid fees, we are unable to refund the original shipping cost or any additional fees incurred in the return, and these will be deducted from any refund that is issued.
Delayed / Lost orders
A parcel is considered lost by our delivery service if it has been in the postal system for a period of 14 working days for Indian orders and 21 days for International orders. Though it is highly unlikely deliveries will take this amount of time, we are unable to dispatch a replacement until this period of time has elapsed. Nano Sutra is not responsible for any direct or indirect loss or damage incurred by a customer due to delayed or lack of delivery of goods regardless of the method of delivery.
Some deliveries may require a signature upon receipt of order. If you will not be at your usual address during normal office hours you can provide us with an alternative delivery address where someone will be available to sign for your parcel. If you are unable to sign for your parcel, you should receive a card with written information on explaining where and when you should collect it. If you do not collect your parcel within a specified time-frame (usually 7 days or after 3 delivery attempts), the parcel will be returned to us. You will be responsible for the cost of resending the parcel.
We dispatch orders Monday through Saturday. Orders are usually dispatched within 24 to 48 hours. Orders received after 11am or on a non-working day will be dispatched the next working day. Note: Delivery to rural addresses may take an additional day or two.
In the event that a product that you have ordered is out of stock, we will contact you as soon as possible. If you place multiple orders within a short period of time (generally 24 - 48 hours), your orders may be consolidated and delivered as a single order. If your order is made up of multiple items, some items may be dispatched separately. If this does happen, we will send you a confirmation e-mail to advise there is more than one parcel.
We are not responsible for the loss of your order if the delivery address provided by you at checkout is incorrect or incomplete. If your address is incorrect or incomplete, your order may be returned to us or the courier may apply a charge to your delivery cost which we will add to your order. If your package is returned to us due to an incorrect or incomplete address, you must pay the delivery cost to re-deliver your order to a corrected address.
Delivery Returned or Refused & Eligible Refunds
If delivery is attempted and you are not in to receive your order, you will be advised by the carrier where you can either collect your order or arrange a re-delivery. If you do not arrange this within a certain timescale, the goods are likely to be returned to us. When this happens (or if the delivery is refused outright by the addressee), you are entitled to a refund of any returned and re-sellable items minus the p&p charges incurred sending out the original order. Please note that on courier deliveries, they may charge an additional fee for the order to be returned to us. If this is the case, any additional fees will also be deducted from any refund issued.
Damaged goods in transit:
If any goods are damaged in transit, please take a photo and email us. We will then be happy to offer a discount or send a replacement. Please note that we are unable to resolve issues of faulty or damaged products without a photo for our records.
If you would like any additional information about deliveries please contact us tel:+91-7021960295, tel:+91-7021960297, tel:+91-9152983115 or reach out to us at email@example.com
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