Return and Replacement Policy

How to Request a Return or Replacement

Step 1: Raise a Request

Please contact us within the following timeframes:

• Wrong or expired products: Within 2 days of delivery.
• Damaged, leaking, or missing products: Within 24 hours of delivery.

To raise a request, email admin@sundaramasan.com or call +91 96000 16179.

Please provide your order number, registered contact details, and a clear explanation of the issue.

Requests submitted within the specified timeframes will be reviewed by our customer support team.

Step 2: Provide Supporting Evidence

To help us investigate and resolve your request, please provide the following information:

• Order number.
• Name and contact details used when placing the order.
• Description of the issue or complaint.
• Clear photographs of the product and its packaging.
• An unboxing video, if available.
• Batch number, manufacturing details, and expiry date, where applicable.
• Photographs showing any damage, leakage, tampering, incorrect items, or missing products.

For missing items, please provide photographs of the received products and packaging where possible.

Providing complete information helps us assess your request more efficiently. If additional details are needed, our team will contact you.

Step 3: Review and Approval

Once we receive the required information, our team will review your request and respond, generally within 3 business days.

If your request is approved:

• We will inform you of the approved resolution.
• We may arrange a return pickup or provide instructions for returning the product.
• The product may be inspected after it is received.
• An eligible replacement will be arranged subject to product availability.

Where a replacement is unavailable, or another remedy is appropriate, we will discuss the available options with you in accordance with applicable law.

Eligible Reasons for Replacement

A replacement request may be considered in the following circumstances:

• Incorrect Product Delivered: The product received differs from the product ordered.
• Expired Product Delivered: The product was already expired when delivered.
• Damaged Product Delivered: The product or its packaging was damaged during transit.
• Defective Product: The product has a verified manufacturing defect or quality issue.
• Incomplete Order: One or more items are missing from the delivered order.
• Leakage or Tampering: The product arrives leaking, broken, or with evidence of tampering.

All requests are subject to verification and the terms of this policy.

Conditions for Returns and Replacements

To help us process eligible requests, please retain the product and its original packaging until our team provides further instructions.

The following conditions generally apply:

• Requests must be submitted within the applicable reporting period.
• The product should be returned with its original packaging, labels, and accessories, where applicable.
• Customers should not discard or alter the product or packaging before the issue has been reviewed.
• Products may be inspected to verify the reported concern.
• Replacement availability depends on stock and product availability.

Return Pickup and Shipping Charges

Once a return or replacement request is approved, our team will inform you of the next steps.

• Where a return pickup service is available, pickup arrangements will be communicated to the customer.
• If pickup is unavailable at the delivery address, we may provide instructions for returning the product through a suitable courier service.
• For verified damaged, defective, incorrect, or otherwise eligible products, return shipping arrangements and costs will be handled in accordance with the resolution offered and applicable law.
• Customers should not ship products back without contacting our support team first.

Please retain any courier receipt or tracking information until the return process is completed.

Products Not Normally Eligible for Return or Replacement

A return or replacement request may not be accepted in the following circumstances:

• The request is submitted after the applicable reporting period, except where otherwise required by law.
• The product has been damaged due to improper handling, misuse, or use contrary to the product instructions.
• The product has been altered or damaged after delivery.
• The request relates solely to a change of mind or personal preference, such as fragrance, colour, or other subjective preferences, where no product defect or quality issue is established.
• The customer cannot provide sufficient information to verify the complaint after being given a reasonable opportunity to do so.

Refund Policy

Refunds may be considered in the following circumstances:

• A verified product quality issue that qualifies for a refund.
• A damaged, defective, incorrect, or incomplete order where a refund is an appropriate resolution.
• An order cancelled by Sundaram Asan after payment has been collected.
• An approved order cancellation eligible for a refund.
• Other circumstances where a refund is required under applicable law.

Refund requests will be reviewed based on the order details, payment status, and nature of the complaint.

Refund Processing Time

Once a refund is approved, it will generally be processed to the original payment method, wherever possible.

The time taken for the refund to appear in your account may vary depending on your bank, card issuer, payment provider, or other financial institution.

We will communicate any relevant refund information when the request is approved.

Applicable statutory refund obligations will be respected.

Order Cancellation Policy

Customers who wish to cancel an order should contact us as soon as possible after placing it.

Contact details:

• Phone: +91 96000 16179
• Email: admin@sundaramasan.com

Before Dispatch

Cancellation requests may be accepted if the order has not yet been processed for dispatch.

Please provide your order number and the reason for cancellation so that our team can review the request.

After Dispatch

Once an order has been dispatched, cancellation may no longer be possible through the standard cancellation process.

Please contact our support team for guidance on the available options. Any eligible refund will be handled in accordance with this policy and applicable consumer protection requirements.

Prepaid Orders

For eligible prepaid cancellations, approved refunds will generally be processed to the original payment method.

The time required for the funds to appear in your account may depend on the payment provider or bank.

Cash on Delivery (COD) Orders

For COD orders, please contact our support team if you need to cancel an order that has already been dispatched. We will advise you on the appropriate procedure based on the shipment status and applicable requirements.

Requests to Modify or Cancel Individual Items

If you need to modify, replace, or cancel a specific item in your order, contact us as soon as possible.

Such requests can generally be accommodated only before the order is processed for dispatch. Once the order has been dispatched, modifications may not be possible.

Our team will review the order status and advise you of the available options.

Refunds for Cancelled Orders

If an eligible order is cancelled and a refund is approved:

• The refund will generally be issued to the original payment method.
• The processing time will depend on the payment provider and bank.
• Customers may be contacted if additional information is required to process the refund.

For COD orders, any applicable refund will be arranged through an appropriate method after verification, where a refund is due.

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Policy Updates

Sundaram Asan may update this policy from time to time to reflect changes in our business practices, product offerings, or applicable legal requirements. The updated policy will be published on this page.

Nothing in this policy is intended to exclude or limit rights available to customers under applicable Indian consumer protection laws.