Cancellation & Refund Policy

Last updated: 4 September 2026

This policy covers cancellations and money coming back to you. The condition in which goods may be sent back is covered separately in our Returns & Exchanges policy; both form part of our Terms of Service.

Cancelling before dispatch

You may cancel any order free of charge at any time before it is dispatched. Email hello@samsarah.in or call +91 90610 50777 with your order number. If the order has already been handed to the courier we cannot recall it — refuse delivery or start a return instead once it arrives.

Personalised and engraved pieces can only be cancelled within 24 hours of order confirmation, because work on them begins immediately and they cannot be resold.

Cancellation by us

We may cancel an order — in whole or in part — where the item is out of stock, where a price or description was published in error, where your address is not serviceable, or where we reasonably suspect fraudulent or abusive activity. You will be told the reason and refunded in full, and we will not charge you anything for a cancellation we initiate.

When you are entitled to a refund

• Your order, or part of it, was cancelled before dispatch.
• A returned item has reached us and passed inspection under the Returns policy.
• Your parcel was lost in transit, or arrived damaged, faulty, incorrect or incomplete.
• A payment was debited but the order was not created — see “failed payments” below.

Refund timelines

• We initiate the refund within 3 business days of approving it (for returns, of receiving and inspecting the item).
• Money reaches your original payment method within 5–7 business days of initiation for cards, UPI, net banking and wallets. The final leg is with your bank or payment provider and is outside our control.
• Cash on Delivery orders are refunded by NEFT/UPI to a bank account you nominate, within the same timelines, once we have verified the details with you.

Failed or duplicate payments

If money was debited but no order confirmation appeared, do not pay again — the amount is usually auto-reversed by the payment gateway within 5–7 business days. Write to us with the transaction reference and we will trace it with the gateway and confirm the outcome to you.

What we refund

Refunds are made to the original payment method for the price paid for the goods. Where the fault is ours — a faulty, damaged, incorrect or lost item — we refund the delivery charges too and bear the cost of return shipping. Where you simply changed your mind, the outbound delivery charge is retained. Express delivery charges are not refundable once an order has been dispatched.

Discounts and promotional coupons applied to a cancelled or returned order are not refunded as cash; a single-use coupon is reinstated where the cancellation was not your fault. Refunds are never issued in cash.

Non-refundable items

• Personalised or engraved pieces, unless faulty or incorrectly supplied.
• Earrings, for hygiene reasons, unless faulty or delivered sealed and unopened.
• Gift cards and items sold as final sale.

Nothing in this policy limits your rights under the Consumer Protection Act, 2019 in respect of goods that are defective, unsafe or not as described.

Questions or a dispute

Contact hello@samsarah.in or +91 90610 50777 (Monday to Saturday, 10am – 7pm IST). If you are not satisfied with the response, escalate through our grievance redressal process.