Refund policy

REFUND, RETURN & CANCELLATION POLICY

At SHANA®, every product is thoughtfully handcrafted and carefully packed with utmost care to ensure it reaches you in perfect condition.
As several of our products are handcrafted and made in limited batches, slight variations in colour, texture, finish, or size may occur and are a natural characteristic of artisanal production.

RETURNS & EXCHANGES

We offer Return/Exchange only under the following circumstances:
Product received is damaged or defective
Wrong product has been delivered
Product received has a manufacturing defect
Please note:
Returns or exchanges will not be accepted on the basis of “Did Not Like the Product”.
Since our products are packed with utmost care in secure transit-worthy packaging, an unboxing video is mandatory to support any claim related to damage, defect, missing items, or incorrect product received.
The unboxing video must clearly show the sealed package being opened and the product condition upon receipt.
Any return, replacement, or damage claim must be reported within 24 hours of delivery.
Exchange/replacement requests are subject to review and approval by SHANA®.
We reserve the right to first offer a replacement of the product or affected part wherever applicable.
In case the same product is unavailable, an alternate replacement or refund may be offered at the sole discretion of SHANA®.

NON-RETURNABLE / NON-EXCHANGEABLE PRODUCTS

The following shall not be eligible for return, exchange, or refund:
Made-to-order / customized products
Bulk orders
Products damaged due to misuse, mishandling, or improper care
Products returned without original packaging, including transit packaging
Products purchased during special sales or clearance events, unless received damaged or defective
RETURN REQUEST PROCESS
Any return or replacement request must be initiated within 24 hours of delivery.
Customers are requested to share clear images/videos of the issue for verification purposes.
For assistance, please contact:
Phone: +91 9811465797
Email: careshana@gmail.com
REFUNDS
Approved refunds for prepaid orders will be processed within 5–7 business days to the original payment method.
Shipping charges, if any, are non-refundable unless the error is from our end.
Refund timelines may vary depending on banking partners and payment gateways.
CANCELLATION POLICY
Customer-Initiated Cancellation
Order cancellation requests can only be accepted before the order has been dispatched.
Once dispatched, orders cannot be cancelled.
Important Notes
In case of prepaid orders, approved refunds will be processed within 5–7 business days.
For partially paid orders cancelled by the customer, the amount paid shall be non-refundable and forfeited.
No cancellation requests shall be accepted for made-to-order, customized, or bulk orders.
Cancellation by SHANA®
SHANA® reserves the right to cancel any order under the following circumstances:
Product is out of stock
Delivery location is non-serviceable by our logistics partners
Incomplete or incorrect customer information
Suspected fraudulent transactions
Orders identified for resale, commercial misuse, or conflict of interest
In such cases, prepaid amounts, if applicable, will be refunded to the original payment method within 5–7 business days.