1. No Return, No Exchange & No Refund

All orders placed with Sachha Sauda are considered final. We do not offer returns, exchanges, or refunds for customer-selected size issues, changes of mind, or personal preferences.

Customers are requested to carefully review the size and product details before placing an order. If you need assistance in selecting the correct size, please contact our customer care team before confirming your purchase.

This policy does not limit any rights or remedies available to customers under applicable law.

2. Defective, Damaged or Incorrect Products

If you receive a defective, damaged, or incorrect product, including a size different from the one you ordered due to an error on our part, please report the issue to our customer care team within 48 hours of delivery.

To help us investigate and resolve your complaint efficiently, please ensure that you provide the required supporting evidence within the specified timeframe.

3. Mandatory Parcel-Opening Video

To assist us in verifying complaints relating to defective, damaged, missing, or incorrect products, customers must provide a clear parcel-opening video that meets the following requirements:

• The video must be recorded personally by the customer.
• The recording must be continuous, uncut, and unedited, starting with the sealed parcel and continuing through the complete opening of the package and inspection of the product.
• The parcel must be shown from all 360-degree angles before it is opened.
• The shipping label, parcel condition, and product received must be clearly visible.
• Any reported defect, damage, or discrepancy involving the product must be clearly demonstrated.
• The video must be submitted as one complete recording and must not be divided into separate parts.

Providing clear and complete video evidence helps us verify the reported issue and determine the appropriate resolution.

4. Missing or Unclear Video Evidence

Videos that are missing, unclear, edited, incomplete, or submitted in separate parts may not provide sufficient evidence to verify a complaint.

Sachha Sauda reserves the right to request additional information or supporting evidence where necessary. Claims that cannot be adequately verified may be declined, subject to applicable consumer-protection laws.

5. Complaint Review & Response Time

Once we receive your complaint and the required supporting evidence, our team will review the matter and respond within 3 working days.

Customers are requested to cooperate with our team and provide any additional information or clarification reasonably required to investigate and assess the complaint.

Our aim is to review every complaint fairly and communicate the outcome as promptly as possible.

6. Resolution of Genuine Complaints

At Sachha Sauda, customer satisfaction is important to us, and we are committed to assisting customers with genuine product-related concerns.

Where a complaint is verified, we will work towards an appropriate resolution in accordance with applicable law. Depending on the circumstances, the resolution may include a replacement, refund, or another legally appropriate remedy.

7. Important Note

Customers are requested to inspect their parcels upon delivery and report any issues as soon as possible.

The 48-hour reporting request and parcel-opening video requirements are intended to help us verify complaints and ensure a fair review process. These requirements do not remove, restrict, or override any rights or remedies available to customers under applicable law.

8. Customer Support

For complaints, product-related concerns, or assistance with your order, please contact our customer care team using the contact details provided on our website.

We appreciate your cooperation and understanding and thank you for choosing Sachha Sauda.