Consumer Policy
PAYMENT POLICY
1. We accept online orders through the following modes of payment -
• Credit Cards, Debit Cards, Net Banking, Wallets, UPI, and QR
• Cash on Delivery
2. Please note, when you make an online transaction using Visa and Mastercard Credit Card, you will be required to give your 16-digit Credit Card number, card expiry dates, and 3-digit CVV number (written on the back of the card). You should also have enrolled your Credit Card with VBV (Verified by Visa) or MSC (MasterCard Secure Code) to complete the transaction. For American Express Cards, you will be required to give your 15-digit card number and a 4-digit code.
3. The Credit Card transaction will appear on your bank statement as a payment to Sesa Care Pvt. Ltd.
4. In case the amount has been deducted from your account, but you haven’t received a confirmation from us, please contact our Customer Care team and provide the following information-
• Transaction Reference Number
• Amount debited with registered Email ID
• Date & Time of Transaction
SHIPPING POLICY
1. Sesa Care ships throughout India. A standard shipping fee of Rs.50 is applicable on all orders amounting to less than Rs. 500, and the same be subject to change from time to time at Sesa Care’s discretion.
2. Cash on Delivery is available for pan-India deliveries, subject to variation with respect to third party delivery partners, applicable government rules and regulations, force majeure events, or any other event beyond the control of Sesa Care, or at the sole discretion of Sesa Care.
3. All applicable shipping and handling charges are specified at the time of processing of your purchase .
4. All orders are shipped from our warehouses located in India by courier. Once your order has been dispatched, you will receive a communication for the same with tracking and shipment details.
5. We strive to dispatch and deliver all orders in a timely manner, you will receive an estimated time of delivery for your order once the purchase has been processed. The estimated delivery time may vary depending upon different zones, or for any reasons not attributable to Sesa Care or beyond the control of Sesa Care or for any other reason without any claims or liabilities on Sesa Care. Kindly note that days excluding Saturdays, Sundays, and Holidays are calculated as business days.
6. For orders made from a sale/promotional offers, dispatches may be delayed due to increased volumes, or for any reasons not attributable to Sesa Care or beyond the control of Sesa Care or for any other reason without any liability or claims on Sesa Care. Please note that certain deliveries may get delayed owing to logistics constraints due to COVID-19 or similar unprecedented circumstances. In such instances, we request you to kindly bear with us.
DELIVERY POLICY
1. For the purpose of this policy the date of “Order Delivery” shall be deemed to mean the date on which Sesa Care intimates you that the order has been delivered.
2. In case the order status is updated as delivered, but you have not received the order, please intimate this to our Customer Care team within 24 hours of the delivery intimation, failing which the order will be deemed to have been delivered and accepted by you, without any claims or liability on Sesa Care. We will investigate the issue with our courier partner and revert within reasonable time.
3. In case of shortages, pilferage, or damages, please intimate this to our Customer Care team within 48 hours of the order delivery, failing which the Product will be deemed to have been accepted by you without any liability or claims on Sesa Care. We will review your request, investigate the issue, and revert within reasonable time.
4. You are responsible for providing a full and correct delivery address. You shall be solely responsible in case you provide incorrect delivery details and may incur extra costs. In the event of errors in the address details of the addressee, Sesa Care cannot under any circumstances be held liable for inability to deliver the Products ordered.
5. We are not responsible for any damages post-delivery. We do not take responsibility for the misplacement of products post-delivery.
6. We reserve the right to pause deliveries to any part of the country at any time if so warranted.
7. Kindly note that Sesa Care engages third-party courier services for shipment delivery purposes, hence Sesa Care shall not be liable or responsible for any acts/omissions/conduct of the delivery personnel.
CANCELLATION POLICY
1. Orders once dispatched are not eligible for cancellation.
2. If a customer requests for cancellation of dispatched prepaid orders, the customer will have to bear the charges incurred for shipping the product. A minimum shipping charge of Rs.100 will be deducted from the refundable amount in such cases.
3. For dispatched partial Cash on Delivery (COD) orders, the ₹50 advance paid at the time of order is non-refundable in case of cancellation/return, as it covers the shipping cost incurred.
4. Discount vouchers are intended for one-time use only and will be considered as used even if you cancel the order. Please note that discount vouchers are non-redeemable for cash.
RETURN & EXCHANGE POLICY
1. No returns are allowed on any Product delivered to you due to hygiene/health and personal care/wellness/consumable nature of the Product, except on the following grounds:
• Package accessories (safety seals) are missing
• Package contents are damaged or broken
• Incorrect product is delivered
• An expired product is delivered
2. If you wish to return the Product on the aforesaid grounds, you shall raise a return request of the Product within 48 (forty-eight) hours of its delivery, failing which the Product will be deemed to have been accepted by you and such Product will not be subject to any return.
3. Please note that a return for a Product will be processed subject to satisfactory verification and inspection of the Product by Sesa Care basis the images of the Product shared by you in your return request. You shall be entitled to return the Product if, subject to verification and inspection by Sesa Care, it is proved that the damage to the outer box of the Product is due to reasons solely attributable to Sesa Care. The decision of Sesa Care on the return of the Product will be final and binding.
4. In case you receive an incorrect product, we request you to keep the product safe, sealed and undamaged in its original packaging. Retain the invoice and original manufacturer’s packing for successful pick-up and return.
5. In case you have received a damaged or tampered product, kindly take a picture of the damaged/tampered side of the product or package. Retain the invoice and original manufacturer's packing for successful pick-up and return.
6. In order to claim a return, kindly follow the following steps:
Step 1: Contact our Customer Support team via email at customer.care@sesacare.com within 48 (forty-eight) hours of delivery of the order.
Step 2: Provide us with your order ID details and your request to return your order. Kindly email an image of the Product and the invoice for our reference.
Step 3: In cases where the company initiates reverse pick-up, the product pick up will be subject to the delivery charges for such return to be borne and paid by you. We will initiate the return and replacement process only if the Products are received by us in their original packaging with their seals, labels and barcodes intact. And in cases where the company decides to not initiate reverse pick-up, the refund will be processed in 10-15 days.
7. Note: If it is a case of replacement, it is subject to the availability of stock. In cases when a replacement may not be available, Sesa Care will refund you the full amount subject to deduction of the delivery cost.
8. Please note that return shall not be accepted by Sesa Care in following scenarios:
• Product is damaged due to misuse/overuse;
• Original packaging including, invoice, price tags, labels, original packing, and other accessories is missing/ damaged;
• Serial/batch Number has been tampered with;
• Product has been used or altered;
• If request is initiated after 48 (forty-eight) hours of order delivery;
• Free product provided by brand is missing.
9. Sesa Care also accepts partial returns of the Product from a batch of the Products ordered if such Product is damaged or expired or on the aforesaid grounds as specified herein wherein you can raise a return request for such damaged or expired Product in your order. In case you have received any free gift with the order, the free gift, and gift voucher also need to be returned along with the originally delivered Product.
10. Please allow us at least 10-15 business days from the day you return your package to process your request. We may contact you to ascertain the damage or defect in the product prior to issuing refund/replacement.
11. Please do not use the item for which you have raised a complaint.
12. It is hereby clarified that product(s) once delivered, will not be applicable for a refund or replacement in case of -
• Failure to provide adequate information about the case
• Failure to provide snapshots of the Invoice, packet, and box (if any)
13. Damages due to neglect, improper usage or wrong application by you will not be covered under our Returns/Exchange Policy. Exchange of product(s) due to allergic reactions is not applicable.
REFUND & REPLACEMENT POLICY
1. In case of a return or cancellation, the refund shall be initiated only after the product has been returned and the product and its packaging has been verified.
2. We may contact you to ascertain the damage or defect in the product prior to issuing a refund/replacement
3. In case of Cash on Delivery orders, refunds will be through bank transfers. No cash refunds will be made. Please allow our team at least 7-15 business days post refund initiation for the amount to reflect in your account.
4. For Prepaid orders, the refund amount shall be credited to the same account through which the payment was done. It may take 7-10 business days for the amount to reflect in your account.
NOTE TO CUSTOMERS
1. Fair Usage Policy: We at Sesa Care go to extensive lengths for smooth user experience. However, at times we need to be stringent with our policies to serve our customers better. To protect the right of our customers, our Customer Care team reserves the right to assess, judge and then take the necessary action at their discretion.
2. Impairment & Damages: We take utmost care and accountability while sending our product(s) to you. Your package is screened and goes through an extensive quality check so that we deliver the best to you. However, if you have received partial, void or damaged items through your order placed on our website, kindly contact the Customer Care team within 48 hours of the order delivery. Please note the following –
• Do not use the products
• Take clear pictures of the products
• Keep the invoice copy with you
If, however, the order is placed through an online marketplace, please contact such marketplace’s Customer Care team.
3. Change of Packaging: Packaging, bottles and communications at Sesa Care undergo innovation and changes without affecting the formulation and efficacy of the product. These changes are for seamless user experience and to comply with government rules and regulations. Presence and placements of symbols or stickers depicting the information regarding the product may vary conforming to government rules and regulations. There can be changes in the placement of sticker and symbol, but please be assured that the product is authentic and untampered.
4. Suspending Promotions: Sesa Care reserves the right to cancel any on-going or future promotions, offers, sales, gifts and giveaways on the products without any liabilities.
5. Disclaimers and Limitation of Liability: Notwithstanding anything contained in this Consumer Policy or Terms of Service or any other document between you and Sesa Care, the total, aggregate and cumulative liability of Sesa Care to you for all liabilities arising out of this Consumer Policy or Terms of services or any other agreement between you and Sesa Care, howsoever arising, is limited to the value of the Product(s) ordered by you.
6. Queries: For any queries, please contact our Customer Care team at consumer.care@sesacare.com.