Section 01
Overview & Perishable Botanical Standard
Every Mehandi By Sana order is mixed and packed to order in small batches across Srinagar and Bengaluru without chemical stabilizers. For strict personal hygiene, botanical potency, and food-grade safety standards, fresh organic henna cones, prepared paste, opened essential oils, and open balms cannot be accepted back once delivered, except in cases where your parcel arrived damaged, leaked, tampered, incomplete, or incorrect.
Section 02
Quick Return & Refund Eligibility Matrix
| Category | Standard Return | Damaged / Wrong Item |
|---|---|---|
| Fresh Organic Cones & Kits | No (perishable small-batch) | Free replacement or full refund (48h claim) |
| Essential Oils, Balms & Powders | Only if factory seal unbroken (7d) | Free replacement or full refund (48h claim) |
| Artist Tools (Sheets, Scales, Bowls) | Eligible within 7 days if unused | Free replacement or full refund (48h claim) |
| Custom Bulk Cone Batches | No (custom rolled to order) | Replacement or proportional refund (48h claim) |
Section 03
Damaged, Leaked, Missing, or Wrong Items (48-Hour Window)
If a cone bursts in transit, an oil bottle leaks, an item is missing, or you receive the wrong SKU, we take full responsibility and will ship a priority replacement batch or issue a refund at no extra delivery cost. Please raise your claim within 48 hours of courier delivery timestamp:
- Capture clear photos of the outer shipping label/AWB sticker and an uncut unboxing video from sealed parcel opening showing the damaged or missing items.
- Email sana@mehandibysana.com or WhatsApp +91-9149648717 with subject
Claim: Your Order Number (MBS-...). - Sana reviews claims within 24 business hours and schedules either same-day fresh replacement dispatch or refund initiation.
Section 04
Returns on Sealed Tools & Non-Perishable Supplies
Non-perishable items—including sealed pre-cut cellophane sheet packs, unused digital micro scales, stainless steel measuring spoons, acrylic practice hands, and unused mixing bowls—may be requested for return or exchange within 7 days of delivery provided all tags, safety seals, and original packaging remain intact and unused.
For voluntary returns (change of mind rather than fulfillment defect or transit damage), return courier charges are borne by the customer, and original shipping fees paid at checkout are non-refundable.
Section 05
Exclusions: Stain Oxidation & Freezer Storage
- Natural Stain Progression: Pure organic henna leaves a bright saffron-orange initial stain immediately after flaking the dried paste, deepening to dark mahogany over 24–48 hours. Immediate bright orange colour is proof of 0% PPD authenticity, not product failure.
- Improper Storage: Cones kept outside a deep freezer (-18°C) for more than 48 hours post-delivery naturally lose potency and are ineligible for refund.
- Skin Chemistry / Water Contact: Washing hands with soap/water within the first 12 hours or pre-applying barriers such as heavy creams prevents full keratin binding and falls outside warranty.
Section 06
Order Cancellation Prior to Dispatch
You may cancel an unshipped storefront order for a 100% full refund anytime before fresh paste batching or courier pickup by messaging your order ID (MBS-...) and registered email to sana@mehandibysana.com or calling +91-9149648717. Once your order status transitions to Dispatched and an AWB tracking number is generated, cancellation is no longer possible.
Section 07
Refund Processing Timelines & Coupon Calculations
- Razorpay Prepaid Orders (UPI, Cards, NetBanking, Wallets): Once approved, refunds are triggered via Razorpay back to the original payment instrument within 24 hours and reflect in your bank/card statement within 5–7 business days depending on issuing bank processing.
- Cash on Delivery (COD) / Manual UPI Transfers: Approved refunds (for damaged claims on paid COD parcels) are transferred directly via UPI, IMPS, or NEFT within 3–5 business days upon receiving your verified UPI ID or bank account details.
- Coupon & Promotional Discounts: Refunds always equal the actual net monetary amount paid after coupon deductions; promotional discount codes themselves cannot be converted into cash.
Section 08
Undelivered Parcels & Return-to-Origin (RTO)
If a prepaid order is returned as Undelivered / RTO because the recipient refused delivery, entered an incomplete address, or failed to answer repeated courier calls, reshipping incurs a fresh delivery charge. If a customer requests a refund instead of reshipment on an RTO parcel, two-way courier costs and spoilt custom-mixed fresh cone value (where applicable) may be deducted from the refund.
Section 09
Bridal Bookings & Workshop Cancellations
Calendar advance retainers lock Sana’s exclusive date allocation and cover pre-booking consultations and fresh batch scheduling.
- Rescheduling (14+ Days Notice): One complimentary date transfer within 6 months, subject to calendar availability.
- Client Cancellation: Retainer deposits are non-refundable for cancellations within 14 days of the event date unless a verified force-majeure reschedule is mutually agreed.
- Artist Cancellation: In the rare case Sana cannot fulfill a confirmed date due to emergency, 100% of any advance paid is refunded within 3 business days.