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Refund policy

At Sanctuary Living, every piece is thoughtfully designed and crafted in small batches. To reduce waste and maintain sustainability, we follow an exchange-first approach, ensuring you have the flexibility to find something you love while keeping our processes responsible.

Order Cancellation

At Sanctuary Living, we understand that sometimes plans change. If you need to cancel your order, here’s how we can help:

Domestic Orders (India)

  • Orders can be cancelled before they are dispatched from our warehouse.
  • If cancelled before dispatch, a Store Credit will be issued for the full order value.
  • Once an order has been dispatched, cancellations are no longer possible.

International Orders

  • International orders can be cancelled only before dispatch.
  • If cancelled before dispatch (by you or by us), a Store Credit will be issued for international orders shipped outside the European Union (EU). For orders shipped to EU countries, please refer to the European Union (EU) Customer Policy below.
  • Once dispatched, international orders cannot be cancelled.

If you need to request a cancellation, please reach out to us as soon as possible via:

We’ll do our best to assist you.

 

Exchange-First Policy

  • We do not offer cash refunds.
  • Only eligible products may be exchanged 
  • Only one exchange is allowed per order 

Exchange Eligibility

  • Exchange requests must be raised within 7 days of delivery
  • Products must be unused, unwashed, unstained, and in original condition
  • All original tags and labels must be intact
  • Exchanges are subject to product availability
  • Exchanges can be made for items of the same or higher value

Only one exchange is allowed per order. Any further exchange requests will not be accepted.


Damaged/Incorrect/Incomplete Items

If your order arrives damaged, incorrect, or incomplete, please inform us within 24–48 hours of delivery.

You can reach us via:

Please share:

  • Your order number
  • Clear photos or an opening video showing the issue and the shipping label (AWB)

Once verified, we will arrange an exchange. In case you want to return the product 

  • A Store Credit will be issued for the value of the item

  • A standard return shipping fee of ₹200 will be deducted

 

Items Not Eligible For Return Or Exchange

  • International orders
  • Sale or discounted items (unless damaged)
  • Customised or made-to-order products (unless damaged)
  • Items that are used, washed, altered, or without original tags
  • Requests raised outside the eligible exchange window


International Orders (Outside the European Union)

All international orders are final sale.

  • No returns
  • No exchanges
  • No refunds

The only exception is if an international order is cancelled before dispatch.
In such cases, a Store Credit will be issued. Store credit cannot be refunded or converted into cash.

Once an international order has been dispatched from our warehouse, customers are requested to remain available to receive the shipment and stay in touch with the delivery partner for any delivery updates or requirements. As we are unable to intervene in the delivery process after dispatch, Sanctuary Living cannot be held responsible for failed delivery attempts, non-acceptance of shipments, or delivery issues arising due to customer unavailability.

Please note that this section applies only to international orders shipped outside the European Union (EU). Customers shipping to EU countries should refer to the European Union (EU) Customer Policy below.

 

European Union (EU) Customers

For customers whose delivery address is within the European Union (EU), the following additional terms apply:

  • You may request a return within 14 calendar days of receiving your order (or the last item in your order, if delivered separately), provided the product is unused, in its original condition, and meets our return eligibility criteria.
  • Orders can be cancelled until they are dispatched from our warehouse.
  • Customers are responsible for promptly responding to courier and customs communications, providing any required documents, and paying any applicable import duties or taxes.
  • If a shipment is returned because the customer does not respond to the courier, refuses delivery, does not complete customs clearance, or provides incorrect delivery information, any return shipping, customs, storage, or carrier charges may be deducted before issuing Store Credit, where applicable.
  • Orders cancelled before dispatch will be refunded to the original payment method in accordance with Sanctuary Living's Cancellation and Refund Policy.
  • Once an order has been dispatched, we do not offer cash refunds. Any eligible refunds after dispatch will be issued as Store Credit, valid for 3 months.
  • Where applicable, any Return-to-Origin (RTO), return shipping, customs, storage, or carrier charges may be deducted from the eligible Store Credit issued to the customer.
  • Once your order has been dispatched from our warehouse, we will be happy to coordinate with the courier wherever possible. However, we cannot control customs procedures, delivery timelines, or decisions made by the courier or customs authorities after dispatch.

Returns

Returns are only applicable if:

  • The item received is damaged, defective, incorrect, or incomplete

If a return is approved:

  • A Store Credit will be issued for the value of the item

  • A standard return shipping fee of ₹200 will be deducted


Refunds

At Sanctuary Living, we follow an exchange-first approach to reduce waste and ensure every piece finds the right home.

We generally follow a Store Credit policy. However, certain eligible orders may be refunded to the original payment method in accordance with Sanctuary Living's applicable policies.

For domestic orders cancelled before dispatch, a Store Credit for the full order value will be issued. 

For international orders shipped outside the European Union (EU) cancelled before dispatch, a Store Credit will be issued. For eligible EU orders cancelled before dispatch, the amount will be refunded to the original payment method in accordance with Sanctuary Living's Cancellation and Refund Policy.

Store credit:

  • Is valid for future purchases
  • Is non-refundable
  • Cannot be converted into cash

Once an order has been dispatched, cash refunds are not available. Where applicable, eligible refunds after dispatch will be issued as Store Credit.

If you need help understanding your options, our team is always happy to assist you via chat support, WhatsApp, or email.


IMPORTANT NOTES

Our products are crafted using natural fabrics. Variations in texture, weave, and colour are part of their character and reflect the handmade and small-batch nature of our process.

Slight colour differences may occur due to screen settings, lighting, and photography. Exact colour matching across devices cannot be guaranteed.

If you need assistance with an order or have questions regarding cancellations before dispatch, our team is always happy to help.
You can reach us via chat support on our website, WhatsApp at +91 9625286896, or email at hello@sanctuaryliving.in.