Last updated on Oct 14th 2023
Shanaya Traders believes in helping its customers as far as possible, and has therefore a liberal cancellation policy. Under this policy:
Cancellations will be considered only if the request is made immediately after placing the order. However, the cancellation request may not be entertained if the orders have been communicated to the vendors/merchants and they have initiated the process of shipping them.
Shanaya Traders does not accept cancellation requests for perishable items like flowers, eatables etc. However, refund/replacement can be made if the customer establishes that the quality of product delivered is not good.
In case of receipt of damaged or defective items please report the same to our Customer Service team. The request will, however, be entertained once the merchant has checked and determined the same at his own end. This should be reported within 15 days of receipt of the products.
In case you feel that the product received is not as shown on the site or as per your expectations, you must bring it to the notice of our customer service within 15 days of receiving the product. The Customer Service Team after looking into your complaint will take an appropriate decision.
In case of complaints regarding products that come with a warranty from manufacturers, please refer the issue to them.
In case of any Refunds approved by the Shanaya Traders, it’ll take 9-15 days for the refund to be processed to the end customer.
FAQs
What is my withdrawal period?
You can return most of our products in their original packaging, within 15 days of the delivery date for a full refund provided as long as they have not been used. You are responsible for the costs of returning goods. Should you change your mind and not accept delivery of an item to you, delivery costs will be deducted from your purchase price.
Can I exchange an item?
If you change your mind or the product does not suit you, we will be very happy to send you another one instead. Please note, however, that you will be responsible for the return shipping costs. Simply send us an email at support@thermo-bags.com
How do I return my item?
You have the possibility to choose the transport campaign of your choice in order to return the product to our premises. However, we advise you to choose a tracked shipment to avoid any misplaced package. We will only be able to reimburse you once we have received the product in person.
Products must be in their original packaging and include a copy of the invoice. If the return is for a defective product, please indicate it on the invoice with the nominal amount of a value of 1 rupee to avoid double import taxes.
Returns should be sent to:
Navi Mumbai, Thane 400701 , Maharashtra
Mail: support@thermo-bags.com
Will I have to pay for my return?
Unfortunately, we do not pay for the return shipping costs in case of withdrawal by the customer.
If the return concerns a faulty product or an order mistake caused by us, we will bear the return costs and send you a prepaid return slip and instructions.
When will I be reimbursed?
Once the return has arrived at our premises, we will conduct an inspection to verify the condition of the concerned product and issue a refund according to the original method of payment.
We generally issue refunds the same day we receive the package. However, it may take up to 9-15 business days depending on the bank to see the refund appear in your account.
How do I know that my return has been received?
We always advise you to use the tracking system. You can then check the progress of your return until it is received by our team.
You can also send us an email at support@thermo-bags.com to check if the return has been received. We will always try to answer you as soon as possible.