Refund policy

Returns

We accept returns only in cases where the product delivered is damaged, defective, or missing parts at the time of delivery.

If you receive such a product, please report it to our support team within 4 days of delivery. Kindly retain the original packaging, as it is required for safe return shipping. Once approved, we will arrange a replacement for the same item.

We will provide a pickup label, which must be printed and affixed to the original packaging before handing it over to the pickup executive.

Eligibility

Any modifications or alterations made to the product after purchase are not recommended and will void eligibility for returns or replacements.

Sanctuary Designs LLP Responsibility

Subject to the conditions mentioned on the product page and within the return period, Sanctuary Designs LLP may, at its discretion:

  1. Repair the damaged product
  2. Replace the damaged product with a new product
  3. Issue a refund for the purchase price of the damaged product

(1) Repairs

If a product is repaired under this policy, we will arrange pickup from the original delivery address. After repair, the product will be delivered back to the same address. On request, and at our discretion, delivery may be made to an alternate address.

(2) Replacements

Replacements will be delivered to the original shipping address, and the damaged product will be collected at the time of delivery. On request, and at our discretion, delivery may be made to an alternate address.

(3) Refunds

For prepaid orders, refunds will be credited to the original payment method. Refunds will only be processed after we receive and inspect the returned product.

Natural Variations : All handmade products may have slight variations in colour and size. Such variations are not considered defects and are not eligible for refund or replacement.

Exclusions

This policy does not cover:

  • Damage caused by improper maintenance
  • Mishandling, excessive load, or negligent use
  • Normal wear and tear from regular use
  • Natural variations in materials

Sanctuary Designs LLP reserves the right to determine the nature of the defect and applicability of this policy, and such decisions shall be final.

Refunds (If Applicable)

Refunds are applicable only for items that cannot be replaced.

Once the returned product is received and inspected, we will notify you via email that your refund has been initiated. The refund will be processed to your original payment method within 3–5 working days from receipt of the returned item.

For custom and B2B orders, any payment delays beyond 5 business days will result in order cancellation, and the advance payment will not be refunded.

Late or Missing Refunds

If you have not received your refund yet:

  1. Check your bank account again
  2. Contact your credit card provider, as posting may take time
  3. Contact your bank, as processing delays are common

If you have completed these steps and still have not received your refund, please contact us at help@anctuar.com

Exchanges

We only replace items if they are defective or damaged. If you need an exchange for the same reason, please contact us at help@anctuar.com

Cancellations

We do not accept cancellations for orders placed through our website.