SANTALLI SHIPPING & DELIVERY POLICY

Effective Date: 21 July 2026

This policy applies to orders placed through santalli.com. Please provide complete and accurate delivery information to avoid delays or return-to-origin charges.

1. Shipping Coverage

Santalli currently delivers across serviceable locations in India. Delivery may not be available to certain remote or restricted PIN codes.

International shipping is not currently included unless expressly confirmed by Santalli before ordering.

2. Order Processing and Dispatch

Prepaid orders are normally dispatched within 24–48 business hours after payment confirmation.
COD orders are dispatched after successful order verification.
Sundays, national holidays and courier holidays are not counted as business days.
Pre-order, made-to-order or special-launch products may require additional time mentioned on the product page.
Orders containing multiple products may occasionally arrive in separate packages without an additional shipping charge.

3. Estimated Delivery Time

Delivery time is counted after dispatch:

Most Indian locations: 4–8 business days.
Remote or difficult-to-service locations: 7–12 business days.

These are estimated timelines. Delivery may be delayed by festivals, weather, strikes, transport disruption, security restrictions, courier capacity or other events beyond reasonable control.

4. Shipping Charges

Any shipping, COD or handling charge will be clearly displayed at checkout before the order is placed.

Shipping and COD charges are normally non-refundable unless the order is cancelled by Santalli or the product delivered is defective, incorrect or materially different from its description.

5. COD Verification

Santalli may confirm COD orders through a phone call, WhatsApp message, SMS or OTP.

Unverified COD orders may be placed on hold or cancelled.
Customers must provide an active phone number.
Santalli may request prepaid payment for high-value orders or customers with previous delivery refusals.
Repeated COD refusals may result in COD being disabled for future orders.

6. Order Tracking

Tracking details will be sent by SMS, WhatsApp or email after the order is dispatched.

Courier tracking may take up to 24–48 hours after dispatch to display movement. A tracking number does not always mean the parcel has already reached the courier’s main sorting facility.

7. Address and Contact Information

Customers must provide:

Complete name and delivery address.
Correct PIN code.
Active mobile number.
House number, street, area and nearby landmark where required.

Address or phone-number changes can be requested only before dispatch. Once dispatched, changes depend on courier approval and cannot be guaranteed.

Santalli is not responsible for delays or failed deliveries caused by incorrect or incomplete customer information.

8. Delivery Attempts

Courier partners generally make two or more delivery attempts, depending on their operating policy.

The customer must:

Answer delivery calls.
Be available at the delivery address.
Pay the exact COD amount where applicable.
Respond to courier messages or rescheduling requests.

If all delivery attempts fail, the parcel may be returned to Santalli.

9. Refused or Undelivered Orders

If a parcel is returned because the customer:

Refused delivery.
Was repeatedly unavailable.
Provided an incorrect address or phone number.
Failed to collect the parcel.
Failed COD verification.

Then:

COD may be disabled for future orders.
For prepaid orders, actual forward and return courier charges may be deducted before refunding the remaining eligible amount.
If redelivery is requested, the customer must pay the applicable redelivery charge in advance.

10. Delayed Orders

If an order has crossed the estimated delivery period, contact Santalli with your order number.

We will raise an investigation with the courier. Courier investigations may require 5–10 business days. Where a remedy is required by applicable law, Santalli will provide it after verification.

Delays caused by force majeure or circumstances beyond reasonable control will be handled according to applicable law.

11. Lost Parcels

A parcel is considered lost only after confirmation from the courier company.

If the courier confirms that a prepaid or confirmed COD parcel has been lost in transit, Santalli will offer:

A replacement, subject to stock availability; or
A refund of the eligible amount.

12. Parcel Marked Delivered but Not Received

If tracking shows “Delivered” but you have not received the parcel:

Contact Santalli within 24 hours.
Confirm with family members, neighbours, guards or reception first.
Provide your order number and registered phone number.

Santalli will request delivery proof from the courier. Refund or replacement will be considered only after completing the courier investigation.

13. Damaged or Tampered Packages

If the outer package appears opened, heavily damaged or tampered with, refuse delivery where possible and immediately contact Santalli.

If damage is discovered after opening:

Report it within 48 hours of delivery.
Provide clear photographs of the parcel, shipping label and product.
Provide an uncut parcel-opening video wherever available.
Keep all packaging until the claim is resolved.

Verified claims will be handled under our Return, Exchange & Refund Policy.

14. Cancellation After Dispatch

Orders cannot normally be cancelled after dispatch.

If a dispatched prepaid order is refused or returned at the customer’s request, actual forward and return courier charges may be deducted from any eligible refund.