These Terms of Service govern your use of santalli.com and purchases made from Santalli. By accessing our website or placing an order, you agree to these Terms, our Privacy Policy, Shipping Policy and Return, Exchange & Refund Policy.

1. Eligibility

You must be at least 18 years old to place an order. Customers below 18 may use the website or purchase only with the consent and supervision of a parent or legal guardian.

You must provide accurate, current and complete information while placing an order.

2. Products and Sizing

We make reasonable efforts to display product colours, measurements, fabrics and designs accurately. However:

• Colours may appear slightly different because of lighting or screen settings.
• Acid-wash, vintage-wash and sun-faded garments may have natural variations.
• Minor variations in measurements, colour, wash effect or print placement may occur during production.
• Oversized, boxy and regular fits have different measurements.

Customers must check the product description and size chart before ordering. Choosing an incorrect size does not qualify for a refund and will be handled according to our Exchange Policy.

3. Prices and Payments

• All prices are displayed in Indian Rupees unless stated otherwise.
• Applicable taxes, COD charges and delivery charges will be displayed before checkout.
• Prices and offers may change without notice, but confirmed orders will not be changed except in cases of an obvious pricing or technical error.
• Online payments are processed through authorised third-party payment providers.
• Santalli will never request your card PIN, CVV, UPI PIN or banking password.

If payment is deducted but the order is not confirmed, contact us with the transaction details.

4. Order Confirmation and Acceptance

An order confirmation only acknowledges that we have received your order. An order is accepted after payment or COD verification, stock confirmation and processing.

Santalli may cancel or restrict an order when:

• The product is unavailable.
• Incorrect pricing or product information was displayed.
• The delivery address is incomplete or not serviceable.
• Payment verification fails.
• The order appears fraudulent, abusive or intended for unauthorised resale.
• A customer has repeatedly refused COD deliveries.

If Santalli cancels a prepaid order, the eligible amount will be refunded to the original payment method within a reasonable period.

5. Cash on Delivery

COD availability depends on the delivery location and order verification.

Santalli may:

• Call or message the customer to confirm a COD order.
• Hold or cancel an unverified COD order.
• Request prepaid payment for high-value or repeated orders.
• Disable COD for customers with repeated refusals, fake orders or unsuccessful delivery attempts.

Customers must accept genuine COD orders they have confirmed.

6. Order Cancellation

• Orders may be cancelled only before dispatch by contacting Santalli.
• Cancellation is not guaranteed if packing or dispatch has already started.
• Dispatched orders cannot normally be cancelled.
• Prepaid parcels refused by the customer or returned because of an incorrect address may have actual forward and return courier charges deducted from the refund.

Detailed conditions are available in our Return, Exchange & Refund Policy.

7. Shipping and Delivery

Delivery dates are estimates and may be affected by courier operations, weather, public holidays, remote locations or events beyond reasonable control.

Customers are responsible for:

• Providing a complete and correct delivery address.
• Providing an active phone number.
• Being available for delivery calls and attempts.
• Checking tracking updates.

After a parcel is successfully delivered to the address provided, the customer is responsible for keeping it secure. A parcel marked delivered but not received should be reported within 24 hours so that we can raise the matter with the courier.

Nothing in this section limits remedies available for an unreasonably delayed or undelivered order under applicable law.

8. Returns, Exchanges and Refunds

Returns, exchanges and refunds are governed by Santalli’s published Return, Exchange & Refund Policy.

Important conditions include:

• No refund for change of mind, dislike or incorrect size selection.
• One eligible size exchange within seven calendar days.
• Products must remain unused, unworn, unwashed and properly tagged.
• Damaged, defective or incorrect products should be reported within 48 hours.
• Final-sale products cannot normally be returned or exchanged.
• Statutory remedies remain available for defective, incorrect or materially misdescribed products.

9. Product Care and Use

Customers must follow the wash and care instructions provided with the garment or on the product page.

Santalli is not responsible for damage caused by:

• Incorrect washing or drying.
• Bleach or harsh chemicals.
• Ironing directly over a print.
• Alteration, misuse or accidental damage.
• Normal wear and tear.
• Washing acid-wash garments with light-coloured clothing.

10. Promotions and Discount Codes

• Discount codes must be applied before checkout.
• Only one discount code may be used per order unless expressly allowed.
• Offers cannot be converted into cash.
• Free gifts cannot normally be exchanged or refunded.
• Combo offers may require the complete set to be returned for an eligible refund.
• Santalli may withdraw or modify an offer before an order is accepted.
• Orders abusing coupons, referrals or technical errors may be cancelled.

11. Intellectual Property

The Santalli name, logo, garment designs, artwork, prints, photographs, videos, website content and original brand materials are owned by or licensed to Santalli.

Without written permission, you may not:

• Copy or reproduce Santalli designs.
• Manufacture or sell products using our artwork.
• Download or use our product photographs commercially.
• Modify, republish or distribute website content.
• Use the Santalli name or logo to mislead customers.
• Scrape, copy or commercially exploit the website.

Unauthorised use may result in account restrictions and legal action.

12. Reviews and Customer Content

Reviews must be genuine and based on an actual experience. Customers must not post false, abusive, misleading, unlawful or defamatory content.

When you directly submit a review, photograph or video to Santalli for publication, you confirm that:

• You created it or have permission to submit it.
• It does not violate another person’s rights.
• Santalli may display and share it for website, social-media and marketing purposes.

You may contact us if you want us to consider removing personally identifiable customer content.

13. Prohibited Uses

You must not use our website to:

• Place fake or fraudulent orders.
• Commit payment fraud or misuse COD.
• Upload viruses or harmful code.
• Attempt unauthorised access to accounts or systems.
• Scrape or copy website data.
• Infringe intellectual-property or privacy rights.
• Harass customers, staff or service providers.
• Submit false reviews or impersonate another person.
• Conduct any unlawful activity.

Santalli may restrict website access, cancel affected orders or disable COD where misuse is reasonably suspected.

14. Third-Party Services

Our website may use Shopify, payment gateways, couriers, WhatsApp tools, analytics providers and other third-party services.

Those providers may have separate terms and privacy policies. Santalli is not responsible for independent third-party websites or services outside our reasonable control, except where liability cannot legally be excluded.

15. Privacy

Personal information is collected and processed according to Santalli’s Privacy Policy. By submitting personal information, you confirm that the information is accurate and that you are authorised to provide it.

16. Website Availability

We aim to keep the website accurate and available, but we do not guarantee uninterrupted or error-free access. Maintenance, updates, internet failures or technical issues may temporarily affect the website.

17. Limitation of Liability

To the maximum extent permitted by law, Santalli will not be responsible for indirect, incidental or consequential losses arising from website use or circumstances beyond our reasonable control.

Where liability can legally be limited, Santalli’s total liability relating to an order will not exceed the amount actually paid for the affected product.

Nothing in these Terms excludes liability or customer rights that cannot legally be excluded under Indian law.

18. Customer Responsibility and Indemnity

You are responsible for losses or third-party claims caused by your unlawful use of the website, violation of intellectual-property rights, fraudulent activity or material breach of these Terms.

This section applies only to the extent permitted by law.

19. Suspension or Termination

Santalli may suspend an account, restrict access, disable COD or cancel affected orders if a customer:

• Materially violates these Terms.
• Places fraudulent or abusive orders.
• Misuses promotions.
• Attempts to damage the website.
• Repeatedly refuses confirmed COD orders.

Any refund due for a legitimate cancelled prepaid order will still be processed according to applicable policies and law.

20. Changes to These Terms

We may update these Terms when our services, policies or legal obligations change. Updated Terms will be posted with a new effective date.

Changes will not remove rights already attached to an accepted order unless required by law.

21. Severability and No Waiver

If any part of these Terms is found unenforceable, the remaining provisions will continue to apply.

Failure by Santalli to immediately enforce a provision does not mean that provision has been waived.

22. Governing Law

These Terms are governed by the laws of India.

Subject to mandatory consumer rights and lawful consumer-dispute forums, disputes will be subject to the jurisdiction of the competent courts in Hoshiarpur, Punjab.

23. Contact and Grievance Resolution

Santalli Customer Support & Grievance Officer
Email: 47santalli@gmail.com
Phone: +91 90008 42442
Address: PO Umarpur, Tehsil Mukerian, Village Sahib Da Pind, Pind Sahibka, Hoshiarpur, Punjab – 144214, India

We aim to acknowledge complaints within 48 hours and resolve them within 30 days.

These terms preserve remedies required under India’s Consumer Protection (E-Commerce) Rules, 2020.