SELTRA SELLERS

Comprehensive Return & Refund Policy

Official Business Policy  •  www.sara99.com  •  Effective Date: August 21, 2026

 

At Seltra Sellers, we craft natural cosmetic formulations infused with botanical extracts to protect, heal, and enhance your face, body, and hair. Due to the personal and hygienic nature of beauty products, our Return & Refund Policy is designed to adhere to stringent safety and quality guidelines while ensuring full protection for valid customer claims.

 

  1. General Policy & Hygiene Guidelines

Cosmetic and skincare products are intimate personal care items. To maintain safety and hygiene standards across our supply chain:

  • Opened or Used Products: Items that have been opened, unsealed, or used cannot be returned or exchanged unless they arrive defective, damaged, or incorrect.
  • Preference Returns: Requests based on personal preference, scent, individual skin reactions, or change of mind are non-returnable once the product packaging seal is broken.
  • Patch Test Advisory: Because our formulations contain potent natural herbal extracts, minor variations in batch color or texture are normal. We strongly recommend conducting a 24-hour patch test prior to full application. Allergy claims without prior patch testing do not qualify for returns.
  1. Eligibility for Returns & Replacements

We readily accept returns, replacements, or refunds under the following specific conditions:

Eligible Scenario

Notification Window

Resolution Offered

Damaged in Transit
(Leaking, broken container/pump, crushed box)

Within 48 hours of delivery

Free Replacement or Full Refund

Defective Product
(Pump malfunctioning, separation, spoilage)

Within 48 hours of delivery

Free Replacement or Full Refund

Incorrect Item Delivered
(Wrong formula, quantity, or variant)

Within 48 hours of delivery

Correct Item Delivered + Return Pickup

Missing Items
(Incomplete shipment package)

Within 48 hours of delivery

Immediate Shipment of Missing Item

 

Mandatory Proof of Claim (Unboxing Video)

To prevent fraudulent claims and expedite resolution, customers reporting missing, damaged, or wrong items must provide a continuous, unedited unboxing video recorded right from opening the outer delivery box/pouch, clearly showing the shipping label and product condition.

 

  1. How to Initiate a Return Request

Follow this step-by-step process to submit a return or replacement request:

Step 1: Notify Support — Contact our support team within 48 hours of delivery via email at support@sara99.com or WhatsApp/Phone.

Step 2: Submit Documentation — Provide your Order ID, clear photos/videos of the damaged or wrong product, and the mandatory unboxing video.

Step 3: Verification & Approval — Our Quality Assurance team will review your claim within 24–48 hours and approve the return/replacement.

Step 4: Reverse Pickup — Upon approval, our logistics partner will arrange reverse pickup from your registered address within 2–4 business days. Please pack the item securely in its original box.

  1. Refund Process & Timelines

Once the returned item is collected or inspected at our facility, refunds are processed according to the original payment mode:

  • Prepaid Orders (Credit/Debit Card, Net Banking, UPI, Wallets): Refund will be credited directly to the original payment source within 5 to 7 working days post-approval.
  • Cash on Delivery (COD) Orders: Refunds for COD orders are processed via UPI ID or Direct NEFT Bank Transfer. You will receive a secure link to enter your bank details. Processing takes 3 to 5 business days after receiving bank details.
  • Store Credit Option: Customers may opt for an instant Store Credit Coupon valid for 12 months on www.sara99.com.
  1. Non-Returnable & Non-Refundable Items

The following categories/scenarios are strictly non-returnable and non-refundable:

  • Items reported beyond the 48-hour delivery window.
  • Products purchased during clearance sales, flash sales, or marked as ‘Final Sale’.
  • Free promotional gifts, complimentary samples, or combo pack individual items.
  • Products returned without original tags, outer cartons, or safety seals intact (unless defective).
  1. Order Cancellations
  • Before Dispatch: Orders can be canceled directly from your account on www.sara99.com or by contacting support before dispatch. A 100% full refund will be issued immediately.
  • After Dispatch: Once shipped, orders cannot be canceled. You may refuse delivery upon arrival. A refund will be initiated minus shipping costs once the package returns to our warehouse.

 

Customer Support & Grievances

Brand / Business Name: Seltra Sellers

Official Website: www.sara99.com

Email Support: support@sara99.com

Helpline Number: +91 82200 71115

Operating Hours: Monday – Saturday, 10:00 AM – 6:00 PM IST