If you are not completely satisfied with your purchase for any reason, you may return it to us for a full refund or an exchange. Please see below for more information on our 3 Days return & replacement policy.
1. General –
● Sainya Internet Technologies, having its registered address as given on home page (“SIT”, “we”, “us” or “our”) is managing and operating the mobile application/website sainya.com (collectively referred to as the “Sainya Online Shopping”) through which it inter alia facilitates the sale of mobiles, tablets, televisions, audio, home appliances, computers, cameras, kitchen appliances, personal care and grooming accessories and other products (“Product(s)”) to the users of Sainya Digital Platform (“User” or “Users” or “you” or “your”).
● We aim to provide the best customer experience to our Users beginning from placing an order to initiating a return. While transacting on the Sainya Digital Platform, you can expect a hassle-free experience in returning the Product that you have ordered and can rely on us as your preferred shopping destination.
● This cancellation, replacement, return policy (“Policy”), together with the Terms sets out our procedures and policies in accepting Product cancellation, replacement, return and refund thereof.
2. Applicability of Policy –
● By agreeing to use the Sainya Digital Platform and/or initiating a request for purchase of Product(s) on the Sainya Digital Platform, you agree to be bound by the terms contained in this Policy without modification. If you do not agree to the terms contained in this Policy, you are advised not to transact on the Sainya Digital Platform.
● Please note that we may from time to time change the terms of the Policy that govern your cancellation, replacement, return and refund of an order for Products on the Sainya Digital Platform. Every time you wish to use the Sainya Digital Platform, please check the Policy to ensure you understand the terms and conditions that apply at that time.
3. Cancellation of Products –
● You can cancel orders for Products partially or fully prior to the processing of your order. Once your order is shipped, it can not be cancelled. In this case, you can just refuse to accept the order. You can track your order under ‘My Order’ section of your account on Platform.
● In case you change your mind in relation to a particular order of the Product(s), you may cancel the placed purchase order on Platform under “My Orders” section of your account.
● You will receive an email as soon as the cancellation is accepted and the amount paid towards the partial/full order will be refunded to you within 3-7 (three to seven) business days from the date of acceptance of cancellation request. The amount shall be refunded to you through the same mode of payment used by you for the purchase. All refunds, shall be subject to our discretion, applicable policies and charges of the User’s bank/ financial institution.
● We reserve the right to cancel your COD (Cash on Delivery) orders placed on the Platform. To avoid such cancellations and/or for COD orders, kindly confirm your order by clicking on YES option on sms you receive after placing COD order. This is to ensure that you have not placed this COD order by mistake.
4. Replacement or Exchange of Products –
● You may initiate the request for replacement of the Product within 3 days from the time the Product(s) is delivered to you (“Replacement Period”) if:
(a) Product is received in a physical damaged condition, to be reported to us within 24 hours of delivery or before activation of products like Mobiles, Tablets, Laptops, whichever is earlier;
(b) Product is defective or is not in working condition,
(c) Product or parts of the Product or accessory is missing, to be reported to us within 24 hours of delivery or before activation of the products like Mobiles, Tablets, Laptops, whichever is earlier;
All our packages come with “Tamper Evident Void Seals”. Please ensure that you do not accept packages where the seal is tampered. Acceptance of a tampered “Void Seal” or a damaged box will automatically disqualify you from any replacement claims for physically damaged/defective products, incorrect product, or missing accessories.
● You shall keep the Products in its unused, original condition, along with the original invoice/ sale receipt, brand outer box, MRP tags attached, user manual, warranty cards, and original accessories in manufacturer packaging for a successful replacement pick-up. We would accept the request for replacement of such Product subject to the terms of this Policy.
● If you have received any Product which is subject to replacement in terms of this Policy, we suggest you to immediately register a request in this regard on the Sainya Digital Platform. We will in our sole discretion verify if: (a) the defects and damages in the Products or inaccuracy claimed in such Products are acceptable by us, or (b) such defects, damages or inaccuracy are due to our default, and will accordingly post verification, accept or reject the request for replacement. For such verification, we may request you to send us images of the damaged, defective or inaccurate Product received. Further to the assessment of the damage or the concern reported in the replacement request, we may in our sole discretion resolve the issue subject to the assessment report, in a manner as we may deem fit.
● Your replacement will be processed only when the conditions as may be stipulated by us are fulfilled at the time of replacement of such Products, such as the Product to be replaced being provided to us in original condition along with the price tag intact including original packaging of the Product, the serial number/ bar code of the Product matches our records, if Product(s) bought as a combo then Product(s) sent for replacement to be as a complete combo, the brand outer packaging of the Product and all accessories therein shall be intact, no damage having occurred post-delivery of the Product while in your possession etc.
● You agree that we will not replace any Product: (i) if you have placed the order for a wrong Product model, color or incorrect Product, (ii) if the Product belongs to non-replacement Product category (iii) if you fail to request replacement/register a complaint in relation to a damaged, defective or inaccurate Product within the Replacement Period (iv) if products like Mobiles, tablets, laptops are found activated during investigation. Any damage to the Product caused by your improper use of the Product, or any modification or change to the Product by you the User or a third party or any depreciation in the value for other reasons will not be deem such Product a damaged, defective or inaccurate Product and will not be considered a quality problem. Any decision by us in this regard shall be final and binding.
● If the replacement request is approved, we will acknowledge your request for return via an email containing Product details, pickup details etc. Our reverse-logistics partner will get in touch with you to collect the approved Product for replacement. Please ensure to collect the manifest copy from the logistic partner while handing over the Product. The manifest copy will be your reference to track the return order for replacement in transit and claim for any losses in transit. Once the returned Product has been received by us for replacement, replacement Product will be shipped to your address entered on the original order.
5. Return –
You may initiate the request for return of the Product within 3 (three) days from date of delivery (Return Period) if:
● The Product delivered has any physical damage, have a missing part or are different from what was ordered basis the Product description on Sainya Digital Platform, you are required to contact us to intimate of any physical damage, missing or wrong product etc., within 24 hours of delivery. For Products like mobiles, tablets, wireless phones, audio enhancement, small domestic appliances, smart watches, laptops, power, musical instrument, peripherals, photography devices, storage devices, power devices, entertainment promotion devices, or lighting products, (any item which you can install without the assistance of a technician), reported, return will only be processed, if the Product is not found to be activated and may be subjected to verification as per the terms of this Policy.
● User will be given an option at our sole discretion to raise a return request within 3 (three) days, only when the Products are not available in stock for replacement for below cases:
● Product was found defective or is dead on arrival; You are required to contact us to intimate about any defect or non-functionality condition of the Product i.e., if the Product delivered is dead on arrival (DOA). Product being reported under defective/DOA cases, the return will be processed subject to verification as per the terms of this Policy.
● In case of any issue arising after 3 (three) days of delivery Users may contact the manufacturer directly under the Product warranty provided by the manufacturer (as applicable).
● You shall keep the Products in its unused, original condition, along with the original invoice/ sale receipt, brand outer box, MRP tags attached, user manual, warranty cards, and original accessories in manufacturer packaging for a successful return pick-up. We would accept the request for return of such Product subject to the terms of this Policy.
● Your return will be processed only when the conditions as may be stipulated by us are fulfilled at the time of return of such Products, such as the Product being return in original condition along with the price tag intact including original packaging of the Product, and the serial number/ bar code of the Product matches our records, if Product(s) bought as a combo should be returned as the complete combo, the brand outer packaging of the Product and all accessories therein, no damage having occurred post-delivery of the Product while in your possession etc.
● You agree that we will not accept the return of any Product: (i) if you have placed the order for a wrong Product model, color or incorrect Product, (ii) if the Product belongs to non-returnable Product category (e.g innerwear, software, digital files, games etc) (iii) if you fail to return/register a complaint in relation to a damaged, defective or inaccurate Product within the Return Period. Any damage to the Product caused by your improper use of the Product, or any modification or change to the Product by you the User or a third party or any depreciation in the value for other reasons will not be deem such Product a damaged, defective or inaccurate Product and will not be considered a quality problem. Any decision by us in this regard shall be final and binding.
● You should make sure to erase any/all personal information from an electronic device that stores any personal information, prior to returning to us. Sainya shall not be liable for any misuse or usage of such information.
● No return/refund available for digital downloaded files e.g project reports for NGOs, CDs/DVDs or softwares.
● Please contact us within 24 hours after the product is delivered to you to initiate a return or exchange. A return button will be visible for a period of 3 days in your profile / order section to request us to process the request and after that this button will disappear. Please contact us at: 7558565295 email us at: support@sainya.com.
Please make unboxing video of the delivered parcel for more convenience.
The replacement and re-delivery process of the product can take approximately 15 days. Delivery time may be extended based on product availability.