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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.
  • 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

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 international orders are not eligible for Return-to-Origin (RTO), returns, exchanges, or refunds.

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 do not offer cash refunds. Instead, we provide store credit, giving you the flexibility to choose something you love at a later time.

If an order is cancelled before dispatch — whether by you or by Sanctuary Living (for reasons such as stock availability or quality checks) — a store credit for the full order value will be issued.

Store credit:

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

Once an order has been dispatched, cancellations and refunds are not possible.

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.