1. Terms of Return & Refund
SatyaTerra is a brand of NaturaCore Global Private Limited ("we", "us", or "our"). Every product is quality-checked and sealed before it leaves our facility. We would accept a request for the return of a product subject to the terms of this policy, including the non-returnable situations in Section 5.
This policy applies to all purchases made through satyaterra.com, our app, and WhatsApp customer support. A request for return will be entertained only if (i) it is raised within the Return Window (Section 2); and (ii) you are returning the products for one of the reasons defined as "Defective Delivery" in Section 3.
2. Return Window
You must initiate a return request for Defective Delivery within a period of 2 (two) days from receipt of the relevant products, by intimating us through the website, app, or WhatsApp customer support team.
3. Defective Delivery
A return request will be entertained only if you are returning the products for any of the following reasons (collectively, "Defective Delivery"):
- Product is damaged;
- Product is missing;
- Empty box delivered;
- Duplicate product delivered;
- Used product delivered;
- Incorrect / wrong product delivered;
- Expired product delivered.
4. Gift Articles & Combo Packs
4.1 Gift Articles
If you have initiated a return request for Defective Delivery of one or more products, any article or gift item ("Gift Articles") provided free of charge along with the relevant products (as part of a promotion) must also be returned. We will be unable to process the return request unless you return all associated Gift Articles. We reserve the right, at our sole discretion, not to proceed with the return request if the Gift Articles have been opened or used by you.
4.2 Combo Packs
If you initiate a return of one or more products in a combo pack, we will initiate the return of the combo pack as a whole and not individual products in the combo pack. Therefore, if you intend to return one or more products in a combo pack, you are required strictly not to open or use any other product(s) in the relevant combo pack. We reserve the right, at our sole discretion, not to proceed with the return request of a combo pack if the products in it have been opened or used by you.
5. Non-Returnable Situations
We will not process return requests for the following reasons:
- Product is used or altered by the user;
- Returned without original packaging, including price tags, labels, original packing, freebies and other accessories, or if the original packaging is damaged;
- Serial number and/or the bar code is tampered by the user;
- Request for return is initiated outside the Return Window for Defective Delivery.
Please note that for certain marketing campaigns or mega-sale periods, special return / refund rules may apply. Information regarding this will be visible on the promotion banner.
6. Tamper-Proof Packaging & Unboxing Video
All our packages come with tamper-proof packaging. Please ensure that you do not accept packages where the seal is tampered. In the event that the packaging is damaged, please send a complete video of the box to clearly show that the product is damaged, missing, or incorrect. The video must capture the issue clearly for verification.
7. Refund Timelines
When you opt to cancel or return the products pursuant to this policy, upon our verification of the products and the related documents, the refund amount for products which are eligible for return will be initiated as per the terms of this policy.
- Prepaid orders: We will initiate the refund within 2–4 (two to four) business days from the date we receive the products at our warehouse and verify the defect or non-compliance. The refund amount will be credited to the original payment mode opted for by you.
- Cash on Delivery (COD) orders: You will receive refunds in your bank account within 2–4 (two to four) business days from the day the returned products are received by us and the return is approved after verification. We do not make any cash refunds.
After initiation of the refund, it may take additional time for your refund to reflect in your account, subject to your bank or payment provider's terms. Sometimes banks or financial intermediaries take longer to process the refund. If the refund does not happen within the period suggested here, you may contact us and we would be happy to help.
8. Missing / Damaged Items
In case a product is missing or damaged in your order, please reach out to us at care@satyaterra.com with the name and quantity of the product missing, and attach images of the products already received along with an image of the outer packaging box and the invoice.
Once we receive the email, we will check with our internal team and, after investigation, send the missing or damaged items to you within 5–6 working days. In case you have received a wrong product or a completely wrong order, please follow the same process and we shall arrange a replacement within 5–6 working days.
9. Cancellation Policy
You can cancel your order by requesting a cancellation — drop us an email at care@satyaterra.com or contact our customer support team — before it has been dispatched from our warehouse. Once it is dispatched, cancellation is not possible.
If your order is a prepaid one and is successfully cancelled, a refund will be initiated to your source account within 7–10 working days.
10. Contact Us
If you have any questions about this policy, our team is here to help.
SatyaTerra Customer Care
Email: care@satyaterra.com
WhatsApp: +91 98145 51010
Hours: 10am – 7pm IST, Monday to Saturday
Address: Delhi, India
This Cancellation & Refund Policy is intended to comply with Easebuzz's merchant requirements. It should be reviewed by a qualified legal professional before going live.