Cancellation & Return Policy

To make your shopping easy our terms of return policy assists you, when due to some unforeseen situation you are not happy with the product/item the purchase. The following terms of return policy is applicable to resolve and improve the situation. Special care is taken for every purchase of you to avoid the implementation of the following terms of this return policy. More than one check method is followed by our team before your product/item is/are dispatched to avoid unnecessary harassment and dissatisfaction to you.
 

1. Execution of the terms of this policy is required only when an unintentional situation occurs such as:

1. If you have received a damaged product/item;
2. Received product/item was not what you ordered;
3. If it was misrepresented on our website.
    

2. Non Replacement Category or Products/Items which will not be replaced:

1. a) If the product/item is/are send back to us prior any permission granted or instructions given to you by our team.
2. c) If the product/item which are used, damage from your side or modified shall not be replaced in any condition whatsoever.
    

3. Returns/Damage:
In the event that you no longer wish to keep an item, it must be unopened. You must pay for the shipping originally to you and back to us, and we charge a 10% restocking fee. The product must be returned within 7 days of receipt of product. If item is being returned, product must be shipped back to us in original packaging to avoid damage. Any items with personalization (custom made), we cannot accept back as a return. All sales final for custom printed items.
If the order you are returning received free shipping, you will be charged the original shipping cost going to you. You are responsible for shipping costs both ways in the event of a return.
 

4. In the event that an item is damaged, we require a picture taken, and sent to us, only if we approve the return. We will then replace the goods, or issue a credit (Discretion of the credit department). All claims must be made within 48hrs/ 2 days of receiving product. Any replacements are shipped out with the original shipping method. Any expedited requests for replacements will have an additional cost.
 

5. Smithers-Oasis® India is not responsible for damages or delays due to weather. Most of our items would not be affected by weather, but if weather is the main factor in damage of received product, we cannot issue a refund for this. We do insulate our packages very well, to protect against this. Sometimes weather can delay delivery of an order, which is out of our control, and can Smithers-Oasis® India cannot be responsible for this.
 

6. Helpful and prior steps to be used on returns:

1. If you have any problem or doubt related to the product/item it is recommended to mail first on [email protected]
2. Report your problem within 24hours of receiving the product/item in question and not after usage of the product/item.
3. After reporting your problem or consulting, our team will verify your problem and get back to you.
4. Our team will intimate to you if it is required to send back the product/item. Do not send back the product/item to us until and unless you are instructed to do so.
5. No credits or replacement shall be given if the product/item is/are send back to us prior any permission or instructions given to you by our team.
6. Always report any or all problems associated with a single order/package delivery at the same time.
7. It is suggested to be as specific as possible when describing the problem as all returns will be examined by our team as related to your complain. And after examining/identifying if it falls in to the category of non replacement then we regret to replace the product/item.
8. If a return confirmation is received to you from our team; please dispatch the product/item within 7 working days with original packaging & in original condition with the copy of the invoice you received.
9. On receiving confirmation for return from our side always return your product/item using registered airmail/courier as advised in our return authorization mail.
10. After receiving our return authorization mail safe delivery to us is your responsibility. We will not be able to help you in case if the package doesn’t get delivered to us.
11. We suggest and recommend you to inform/share forward details to us and keep the airway bill or postal receipt till the said product/item gets delivered to us.
     

7. Product/Item availability Failure:
In case you have paid for a product/item which is unavailable to deliver you may select any other option of your choice of same amount or you may be given an alternate option and if alternate option is not according to your desire then the amount will be fully refunded to you for non-delivered of goods and services within 7-15 working days and mode of refund will be same through which the original payment was made to us.
 

8. Miscellaneous:

1. Title and risk of loss for products/items ordered by you shall pass on to you upon shipment facility available with
2. For transit safety purpose products may be shipped separately.
3. It is suggested by Smithers-Oasis® India that you should give full and complete address with proper pin code of the state to avoid returns and penalty charges.
4. Please do note that courier companies charge penalty for incorrect shipping addresses, wherein the address or pin code do not match. Such type of charges and penalties will be paid by you and not by Smithers-Oasis® India to the courier company. If You agree that charges of re-shipment of the same order will be payable by you.
5. Rectification/change of address will only be allowed before dispatch of your order. Once the order is dispatched rectification/change of address will not be granted. Smithers-Oasis® India will not be responsible for postal delays resulting from incomplete address.
6. Smithers-Oasis® India will not be responsible for lost and stolen packages or any full or partial damages to the package after being left at your address by postal/courier agencies.

9. Governing Law:
These terms shall be governed by and constructed in accordance with the laws of India without reference to conflict of laws principles and disputes arising in relation hereto shall be subject to the exclusive jurisdiction of the courts at Navi Mumbai.
 

10. Severability:
If any provision of the Terms is determined to be invalid or unenforceable in whole or in part, such invalidity or unenforceability shall attach only such provision or part of such provision and the remaining part of such provision and all other provisions of these Terms shall continue to be in full force and effect.