Return & Exchange

Return, Exchange, Refund, and Cancellation Policy

This Policy applies to all purchases made through SAKU Retails Private Limited (“SAKU,” “we,” “us,” or “our”), whether online or at our retail stores. By shopping with us, you agree to abide by the terms outlined below.

1. RETURN POLICY

We currently do not offer returns for reasons such as change of mind, dislike of colour/style, or preference. However, if you receive a product that is damaged, defective, or different from what you ordered, we are committed to resolving it fairly.

1.1 Reporting Product Issues (Defects or Damage)

If your order is damaged in transit, defective, or incorrect, you must report it within 24 hours of delivery by emailing Care@saku.co.in.

Your email must include:

Order ID
Clear images showing:

Full product
Close-up of damage/defect
Outer packaging (if damaged)
Invoice and visible product tags

Brief description of the issue

Once reviewed and verified by our team, you will be offered an:

Exchange for the same or alternate item, or
Store credit (valid for 180 days), depending on stock availability
A reverse pickup charge of Rs. 100 per return request will be deducted from the store credit

Claims submitted after 24 hours or without full documentation may be declined.

1.2 Channel-Specific Returns

Online Purchases: Returns must be initiated via email at Care@saku.co.in. Returns for online purchases cannot be processed in-store.
Offline Purchases: Returns must be processed at the store of purchase. Returns for offline purchases cannot be processed online.

2. EXCHANGE POLICY

We gladly offer exchanges within 7 days of delivery or in-store purchase, only up-to two times per order.

2.1 Eligibility for Exchanges

Products must be in original condition: unused, unwashed, undamaged, with tags attached and in original packaging
Invoice and any accompanying accessories must be provided
Exchanges can be made for:

A different size
A different colour or variant
A different product (equal or higher value, with balance payable if applicable)

2.2 Exchange Initiation

For online orders, initiate an exchange via our Return/Exchange Portal linked in the website footer
For store purchases, visit the same store to initiate an exchange
Cross-channel exchanges (online in store or vice versa) are not permitted

2.3 Quality Check

All items sent for exchange will undergo a 2–4 working day quality inspection at our facility.
Exchanges are processed only after inspection clearance

2.4 If Desired Variant Is Unavailable

If your requested item is out of stock, you will receive a store credit, valid for 180 days.
Credits must be used on the same channel (online/in-store), are non-transferable, and not redeemable for cash.

2.5 Free Exchanges

There is no exchange or reverse shipment fee. Exchanges are completely free for eligible requests.

3. REFUND CHART

We do not offer refunds in cash or to original payment methods. Store credit will only be issued under the following conditions:

Product received is damaged, defective, or incorrect
Request has been made in accordance with section 1.1 and approved after internal verification

Store credits will be processed within 3–5 working days of successful inspection.

4. CANCELLATION POLICY

4.1 Cancellation Window

Orders may be cancelled within 24 hours of placement or before dispatch, whichever is earlierCancellation requests must be sent via email to Care@saku.co.in.Once an order is dispatched, cancellations are not permitted—but you may still request an exchange under our exchange policy

5. REPORTING DAMAGED OR MISSING ITEMS

If your order is:

Marked as delivered but not received, or
Delivered with missing items

You must report the issue to Care@saku.co.in within 24 hours of delivery confirmation. Provide your Order ID, a description of the issue, and relevant photos.
Resolutions will be processed within 3–5 working days after verification.

5.2 Reporting Channel

All reports must be emailed to Care@saku.co.in, along with the order ID, product images, and a brief description of the issue.

5.3 Resolution Timeline

Claims will be inspected, and eligible refunds or replacements will be processed within 3–5 working days of confirmation.

6. Customer Support

For assistance, contact us at:

Email: Care@saku.co.in
Phone number: +91 9818124060 (Support available Monday to Friday, 10:00 a.m. – 6:00 p.m.)