Refund and Return Policy

1. General Conditions for Returns & Refunds

For any item to be eligible for a return and potential refund:

• Strict Time Limit: You must raise a return or refund request on the same day of delivery. Requests received after the delivery date will not be entertained under any circumstances.
• Mandatory Video Unboxing: A clear, continuous, and unedited video recording of the package unboxing is mandatory for all return or refund claims. This video must clearly show the package before opening, the unboxing process, and the condition of the item upon opening. Without this video, no claim will be processed.
• Item Condition: The item must be unused, in its original packaging, and in the same condition that you received it.

2. Specific Policy for Live Plants

Given the perishable nature of live plants, our policy for them is highly specific and location-dependent:

For Orders from Metro Cities, Tier 1, and Tier 2 Cities (as per Government of India classification):

If you receive a live plant order from these specified city categories and it is found to be in a damaged condition, a refund will be processed only if you provide the mandatory, clear, and continuous unboxing video as described above, clearly showing the damage immediately upon opening.

If Delivery is Delayed Because of you were not available to receive the package Or Didn't Receive Courier Boy Call:

In this case, we are not responsible if any issue or damage happened to your products.

For Orders from Remote Places or Villages (including Tier 3 cities and other non-metro/non-Tier 1/Tier 2 areas):

IMPORTANT: We DO NOT offer refunds or replacements for live plants ordered from remote places or villages, even if a video of unboxing is provided and the plant is received in damaged condition.

This strict policy is due to the extended transit times, environmental variations, and logistical challenges associated with shipping live plants to such locations, which are beyond our control once the plant leaves our facility.

3. Exchanges

We only replace items if they are found to be defective or damaged (excluding live plants shipped to remote/village areas, as per policy above). If you need to exchange an item for the same item (due to damage or defect), please follow these steps:

1. Send us an email immediately (on the same day of delivery) with your order details, a description of the damage/defect, and the mandatory unboxing video to: saukse.store@gmail.com.
2. Once your exchange request is approved, we will provide instructions for returning the damaged item.
3. You will be responsible for shipping the damaged item back to us at the following address:
   AD-109/10, Samar Dey Sarani
   P.O- Krishnapur, P.S- Baguiati
   Kolkata 700102, West Bengal
   India
4. Upon receipt and inspection of the returned damaged item, we will dispatch the replacement item to you.

4. Refund Process

Once your return (if applicable under the policy) is received and thoroughly inspected for compliance with all stated conditions (including the unboxing video and same-day notification), we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If your refund is approved:

Your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, typically within 7-10 working days. The actual time for the refund to reflect in your account may vary depending on your bank or payment service provider.

If your refund is rejected:

We will notify you of the rejection, stating the reasons (e.g., failure to meet time limit, absence of unboxing video, damage not covered by policy, or item not meeting return conditions).

5. Non-Refundable Items

• Gift cards
• Items not in their original condition, damaged or missing parts for reasons not due to our error.
• Any item returned more than 1 day after delivery.
• Live plants ordered from remote places or villages, regardless of condition.

6. Shipping Costs for Returns

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

For exchanges, depending on the cause of damage, we may cover the shipping cost of sending the replacement item. This will be communicated upon approval of your exchange request.

7. Contact Us

For any questions regarding our Refund and Return Policy, or to initiate a return/exchange, please contact us:

• 📧 Email: saukse.store@gmail.com
• 📬 Contact Page: /contact/