Return & Refund Policy

At Sairam Solutions Ltd. (operating as SAMA Homes), we take pride in the craftsmanship and quality of our products. This Return & Refund Policy outlines your rights and responsibilities when making a purchase from us. This policy forms part of the terms governing purchases from Sairam Solutions Ltd., subject to applicable consumer protection laws.

1. Return Period (Retail Customers Only)

For direct-to-consumer (D2C) retail purchases, we offer a strict 30-day return period. (Please note: This window does not apply to B2B, Wholesale, or Dropshipping orders. See Section 18).

The 30-Day Physical Receipt Deadline: This 30-day window is absolute and refers to the physical receipt of the item. The returned product must be delivered back to our designated facility within 30 days from the date your original order was marked as delivered by the courier. Initiating a return conversation late in the window (e.g., on Day 25) does not extend this deadline. If your return package arrives at our facility after the 30-day mark, it will be rejected and returned to the sender at the sender's expense where reasonably practicable. We strongly recommend using tracked, priority shipping to ensure it arrives in time. To be eligible for a return within this window, items must be:

• Unused, unworn, and unwashed
• In original, sealed packaging
• In resalable condition with all tags attached
• Accompanied by proof of purchase

2. Non-Returnable Items (Hygiene, Safety & Material Care)

Due to health, safety, and sanitary regulations, the following items are not eligible for return once opened, used, or if a safety seal is broken, except where defective or required by applicable law:

• Precision shaving hardware (including safety razors, straight razors, blades, and brushes)
• Copper drinkware, dispensers, and hydration vessels (not eligible for return once opened, used, filled with liquid, or if any safety seal has been broken)
• Skincare, soaps, alum blocks, and grooming liquids
• Aromatherapy candles and wellness goods
• Personalized, custom, or final sale items

Misuse & Natural Material Clause: Structural damage, wood splitting, warped grain, or stripped Kalai linings caused by running our artisanal wood, copper, or brass items through an automatic dishwasher or soaking them in water constitutes severe customer negligence and strictly voids all return and warranty eligibility. Natural oxidation (patina development) on copper and brass is definitive proof of metal purity, not a defect, and is non-returnable.

3. Return Authorization Required (RMA)

All eligible returns must be approved in advance. To request a return, contact: connect@samahomes.ca. If approved, you will receive an RMA and detailed return instructions. Unless otherwise stated in writing, all RMAs expire 7 calendar days after issuance and do not extend the applicable return deadline.

Returns sent without prior authorization, or sent to the incorrect facility, will be rejected and returned to the sender at the sender's expense where reasonably practicable. If return is not reasonably practicable and the customer fails to provide instructions within 30 days, the item may be disposed of. Any rejected or ineligible return that remains unclaimed for more than 60 days after notice to the customer may be disposed of without further liability.

In-Person Drop-Offs: For security and logistical reasons, our fulfillment centers and corporate offices are closed to the public. All returns must be shipped via a tracked courier service. In-person drop-offs are not normally accepted and may only be permitted with prior written authorization from Sairam Solutions Ltd.

Return Authorization Does Not Constitute Refund Approval: The issuance of an RMA number, return instructions, return address, or acceptance of a returned package does not constitute approval of a refund. All returns remain subject to inspection, verification of eligibility, compliance with this policy, and final approval by Sairam Solutions Ltd. Any refund amount, if applicable, will be determined after inspection of the returned goods.

3A. Partial Returns & Missing Components

Returned products must include all original components, accessories, lids, packaging, inserts, and promotional items originally supplied with the order. Missing components will result in a proportionally reduced refund or a complete denial of the return. If only part of an order is returned, any approved refund will be calculated solely based on the value of the items physically received and accepted by Sairam Solutions Ltd. Items that are not returned, missing, or otherwise unavailable for inspection are not eligible for refund. Sairam Solutions Ltd. is not responsible for items that a customer claims were included in a return shipment but are not physically received by us.

3B. Policy Supremacy and Communications

Customer service communications, including emails, text messages, WhatsApp messages, phone calls, social media messages, verbal discussions, or informal correspondence, do not modify, waive, or supersede this policy unless expressly confirmed in writing by an authorized officer of Sairam Solutions Ltd. In the event of any conflict between this policy and informal communications, this policy shall govern unless a written exception is expressly approved by an authorized officer of Sairam Solutions Ltd.

Any exception granted in a specific case shall apply only to that transaction and shall not constitute a waiver of this policy for future transactions.

4. Order Issues & Defects

A. Shipping Damage, Missing Items & Incorrect Orders (24-Hour Protocol):
You must notify us within 24 hours of delivery if your order arrives damaged by the courier, is missing items, or is incorrect. Your claim request must include clear photo and video evidence of the damaged product AND the original exterior shipping box/packaging showing the shipping label. Failure to report within this strict 24-hour timeframe, or failure to provide media of the packaging, prevents us from filing a courier claim and will result in the denial of your request.

B. Manufacturing Defects:
True manufacturing defects should be reported to connect@samahomes.ca promptly upon discovery. Claims regarding manufacturing defects are subject to inspection and verification by our quality assurance team to rule out customer misuse or normal material wear (such as copper patina). The customer may be required to provide photographs, videos, testing information, or return the product for inspection before any remedy is approved. If a manufacturing defect is verified, Sairam Solutions Ltd. may, at its option, repair the product, replace the product, provide store credit, provide replacement parts, or issue a refund.

5. Return Transit Risk & Shipping Deductions

A. Return Risk: The customer remains responsible for returned goods until they are physically received and signed for by Sairam Solutions Ltd. We strongly recommend using tracked and insured shipping. We are not responsible for returns that are lost, delayed, misdelivered, or damaged during return transit. The customer bears the burden of proving successful return delivery. Tracking records showing delivery to the designated return address shall constitute proof of receipt.

B. Our Error or Verified Defect: If the return is due to our error or a confirmed defect, we cover return shipping and no restocking fee applies.

C. Customer-Initiated Returns (Buyer's Remorse): For all other approved returns, return shipping costs are the customer’s responsibility, a 10% restocking fee will be applied, and original outbound shipping costs (including the value of “free shipping” offers) will be deducted from your final refund.

6. International Orders & Customs Duties

SAMA Homes ships internationally on a Delivered Duty Unpaid (DDU) basis. By placing an international order, you legally agree that you are 100% responsible for paying all import duties, VAT, and local customs clearance fees required by your government. We will not issue partial refunds, store credits, or any form of financial compensation to offset your local customs fees.

Refused or Abandoned Packages: If you refuse to accept a package, or fail to pay the required duties causing the package to be abandoned at customs, you are in breach of this agreement. If the courier returns the package to us, all outbound shipping costs, international return shipping fees, customs penalties, and the 10% restocking fee will be deducted from your refund. If the cost of returning the package exceeds the value of the item, or if customs destroys the abandoned package, you will receive absolutely no refund.

7. Exchanges

We do not offer direct exchanges. To receive a different item, submit a return request for the original item and place a new order after your return is approved.

8. European Union 14-Day Cooling-Off Period

If your order is shipped to the European Union, you may cancel or return your order within 14 days of delivery, in accordance with applicable law. Items must be unused and in original packaging. Hygiene-restricted items remain non-returnable once opened or unsealed, unless defective.

9. Refund Processing

All returned items are subject to inspection and verification upon receipt. If returned items are found to be used, damaged due to customer misuse, or otherwise ineligible under this policy, the refund may be denied or adjusted accordingly. Physical inspections are generally completed within 10 business days of receipt, although additional time may be required for complex claims or quality investigations. Once your return is received and the physical inspection is finalized, we will notify you of the outcome. If approved, refunds are issued to your original payment method within 10 business days, minus applicable deductions.

10. Order Cancellations

We operate a highly efficient fulfillment pipeline. Therefore, we offer a strict 12-hour cancellation window for standard retail orders before they are processed. Once an order has passed this 12-hour window or has been packed/shipped, it cannot be cancelled and must follow the standard return process upon delivery.

11. Limitation of Liability

To the maximum extent permitted by applicable law, Sairam Solutions Ltd. shall not be liable for any indirect, incidental, consequential, or special damages. Our total liability for any claim shall not exceed the amount paid for the product.

12. Product Use & Assumption of Risk

By purchasing and using our products, you acknowledge that certain products carry inherent risks. You assume full responsibility for proper and safe use. Sairam Solutions Ltd. is not responsible for injuries or damages resulting from misuse, improper handling, or failure to follow instructions.

13. Warranty Disclaimer

Unless explicitly stated otherwise in writing, all products are provided “as is” without warranties of any kind, express or implied.

14. Fraud, Abuse & Chargebacks

We reserve the right to refuse service, cancel orders, and deny returns in cases of suspected fraud, abuse, or policy misuse. Proof of delivery provided by the carrier's tracking system may be relied upon as evidence of successful delivery. We maintain comprehensive records to actively dispute fraudulent bank chargebacks.

15. Severability

If any provision of this policy is found to be invalid or unenforceable, the remaining provisions shall remain in full force and effect.

16. Policy Updates

We reserve the right to update or modify this policy at any time. Changes will apply to orders placed after the updated policy is published.

17. Governing Law

This policy shall be governed by the laws of the Province of Alberta and the applicable laws of Canada.

18. B2B, Wholesale & Dropshipping Exemption (Strict Final Sale)

This section applies strictly to all business entities, independent retailers, and digital storefronts purchasing inventory via wholesale channels, Faire, Syncee, or the SAMA Direct Dropship Program.

• All Commercial Sales Are Final: We do not accept returns, process exchanges, or issue refunds for end-consumer buyer's remorse.
• Zero End-Consumer Liability: Sairam Solutions Ltd. operates strictly as an upstream supplier. The B2B Partner is 100% responsible for their end-customer's satisfaction and returns.
• Defect Exceptions Only: Commercial orders are only eligible for replacement or account credit if there is a verified manufacturing defect or courier damage reported to connect@samahomes.ca within 24 hours of delivery, accompanied by the mandatory photo/video evidence outlined in Section 4A.