Refund policy
Effective Date: 23 September 2026
At Saltanaz, we want you to receive your order in good condition and as described on our website. Please read this Return & Refund Policy carefully before placing an order.
International Returns
Due to the nature of international shipping, Saltanaz does not accept returns for change-of-mind purchases.
If you receive an item that is damaged, defective or incorrect, you must contact us within 48 hours of delivery.
To report an issue, you must provide:
- Your order number
- Clear photographs of the item
- A complete unboxing video
Claims submitted after the applicable reporting period may not be eligible for consideration.
India Returns
For orders delivered within India, damaged, defective or incorrect products must be reported within 24 hours of delivery.
A complete unboxing video is mandatory for claims.
You must also provide your order number and clear photographs showing the issue with the product.
Unboxing Video Requirement
A complete, continuous unboxing video is mandatory when reporting a damaged, defective or incorrect item.
The video should clearly show the package from the time it is unopened through the opening of the package and inspection of the product.
Without the required unboxing video, Saltanaz may be unable to verify the condition of the product at the time of delivery, and the claim may not be accepted.
Damaged, Defective or Incorrect Items
If you receive a damaged, defective or incorrect item and your claim is submitted within the applicable reporting period with the required evidence, Saltanaz will review the claim.
Upon verification, Saltanaz may, at its discretion:
- Arrange a replacement, or
- Issue store credit.
The available resolution will depend on product availability, the nature of the issue and the outcome of our verification.
Customised and Personalised Products
Customised, personalised and made-to-order products are strictly non-refundable and non-returnable.
Because these products are prepared specifically according to the customer's requirements, change-of-mind returns or refunds are not accepted.
If a customised product is damaged, defective or materially different from what was ordered, please contact us within the applicable reporting period with the required evidence.
Sale Items
Sale and promotional items are strictly non-refundable and non-returnable, except where required by applicable law or where Saltanaz confirms that an item has been damaged, defective or incorrect.
Jewellery
For hygiene reasons, jewellery products are non-returnable and non-refundable.
An exception may be considered if the jewellery is received damaged, defective or incorrect, subject to the applicable reporting period and verification requirements.
Change-of-Mind Returns
Saltanaz does not accept returns or refunds simply because a customer has changed their mind, selected the wrong product, colour or size, or no longer wants the product, subject to any rights that cannot legally be excluded under applicable law.
Refunds
Where a refund is approved, the refund will be processed through the applicable payment method or another appropriate method communicated by Saltanaz.
Processing time may vary depending on the payment provider or financial institution.
Store Credit
Where Saltanaz offers store credit as a resolution, the details and applicable value of the store credit will be communicated to the customer after verification.
Return Shipping
Where a return or replacement is approved, Saltanaz will provide the applicable return or replacement instructions.
Customers should not send products back without first receiving instructions from Saltanaz.
How to Contact Us
For return, refund or product issue assistance, please contact:
Email: saltanaz@gmail.com
WhatsApp Support: +91-9879139696
Please include your order number in your communication so that we can assist you efficiently.