Refund, Return & Replacement Policy

Policy Statement

For products sold through the Rajsakhi E-Commerce Platform.

At Rajsakhi, we are committed to delivering high-quality products crafted by Self Help Groups (SHGs) across Rajasthan. Each product is made with care and represents the hard work and dedication of artisans and local communities. To support the sustainability of SHGs while addressing genuine customer concerns fairly and transparently, the following Return, Replacement and Refund Policy applies to purchases made through the Rajsakhi E-Commerce Platform.

Return Policy

Food products are not eligible for return under the 7-day return policy.

• Customers may request a return of eligible non-food products within 7 days from the date of product delivery. Return requests submitted after 7 days of delivery will not be accepted.
• Customers are encouraged to carefully review the product description, specifications, images and other available product information before placing an order.
• For product-related queries or clarification, customers should contact Rajsakhi Customer Support before placing the order.

Refund Policy

Eligibility: Refunds will be processed only where multiple payments have been received against the same product order.

Adjustment and Refund: Where multiple payments are received against a single order, one payment amount will be adjusted against the order and all other excess payment amounts will be refunded.

Processing Time: Eligible refunds will be initiated within 10–15 working days after reconciliation of the relevant funds at the department end.

Refund Method: The refund will be made through the original method of payment, subject to the applicable payment gateway process.

Convenience Fees: Any convenience fee charged by the payment gateway is subject to the terms and refund practices of the concerned payment gateway. Rajsakhi does not guarantee refund of such convenience fees.

Notification: Customers will be notified by email regarding acceptance or rejection of an eligible refund request. Customers should regularly check their registered email address for updates.

Replacement Policy

In genuine cases a customer may request replacement where the product is:

Reporting Timeline: A replacement request must be raised within 7 days of delivery by contacting Rajsakhi Customer Support.

Proof of Issue: The customer must provide clear photographs showing the issue, including photographs of the product and its packaging. Additional information or evidence may be requested where necessary for verification.

Replacement Assessment & Resolution

All replacement requests are subject to verification and approval.

• If approved, the seller may replace the damaged, defective or incorrectly supplied product, subject to availability.
• If the original product is unavailable, an equivalent product of similar value may be provided.
• Where only a specific part, accessory or component is defective or damaged, only the affected part may be replaced.
• A replacement request may be declined where the reported issue falls within the exclusions specified in this policy or cannot be substantiated through the available evidence.

Open Box Delivery Policy

• For products delivered through an open-box delivery process, customers must inspect the product in the presence of the delivery agent.
• If the product is damaged, defective or different from the product ordered, the customer should refuse delivery at the time of delivery.
• Once an open-box delivery has been accepted, no return or replacement claim will ordinarily be entertained, except for manufacturing defects.

Installation Services (Where Applicable)

• For products requiring installation, such as furniture or appliances, customers must not attempt to unbox or install the product themselves where installation by authorized personnel is applicable.
• Unboxing and installation will be assisted by Rajsakhi-authorized personnel.
• Any product-related issue identified during installation will be assessed by the authorized service personnel and addressed in accordance with this policy.

Non-Delivery / Delivery Not Received

• If an order is marked as “delivered” but the customer has not actually received the product, the customer must report the issue within 7 days of receiving the delivery confirmation email or SMS.
• The matter will be reviewed and verified before any appropriate resolution is determined.

Exclusions from Replacement

Customer Support

Operating Hours: Monday to Saturday, 9:00 AM to 6:00 PM.

Policy Objective

This policy is intended to protect the sustainability and financial interests of SHGs by allowing eligible returns within 7 days of delivery while providing a fair and transparent mechanism for addressing genuine product, delivery and payment-related concerns.