Return & Refund Policy

At Sairam Solutions Ltd. (operating as SAMA Homes), we take pride in the precision 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, and absolutely pristine retail packaging (uncrushed and unaltered)
• In resalable condition with all tags, barcodes, and protective materials attached
• Accompanied by proof of purchase

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

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

• Digital Gift Cards (Strictly final sale upon issuance)
• 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 (Patina, Smell & Odor): Authentic Ayurvedic metals (pure copper, brass, Kansa) and artisan woods possess natural characteristics. Natural oxidation (patina development, tarnishing) and inherent earthy, metallic, or natural odors (from the raw materials or their eco-friendly/reused packaging) are definitive proofs of purity and authenticity. Complaints regarding the natural "smell" of the metal, or the visual patina, do not constitute manufacturing defects and are non-returnable reasons. Furthermore, structural damage, wood splitting, warped grain, or stripped Kalai linings caused by running our artisanal items through an automatic dishwasher or soaking them in water constitutes severe customer negligence and strictly voids all return and warranty eligibility.

2A. Handcrafted Characteristics & Material Disclosures

Handcrafted & Material Characteristics (Minor Scratches): Because our vessels are crafted from highly pure, 99.6% virgin copper—which is naturally a soft metal—minor surface scratches, polishing marks, or slight abrasions on the bottom of the bottle or the exterior of the cap are a normal part of the manufacturing and finishing process. These minor aesthetic marks do not impact the functionality or safety of the product and are not considered manufacturing defects. Only deep, structural gouges that compromise the integrity or the leak-proof seal of the vessel will qualify for a defective replacement or refund.

Cap Engineering & Material Disclosures: We maintain complete transparency regarding the materials used to engineer our leak-proof caps. Full details regarding our use of food-grade synthetic polymers and silicone seals are publicly available in our Material Transparency & Cap Disclosure, which is linked directly on our product pages. Because this information is readily available to all buyers prior to purchase, we do not accept returns or issue refunds based on objections to these fully disclosed materials. We strongly encourage all customers to review this disclosure and ask our support team as many questions as possible before placing an order.

2B. Copper Dispenser Tap Installation & Assembly Misuse

Our copper water dispensers are designed with a specialized tap assembly featuring multiple protective sealings to prevent leaks. Because our vessels are crafted from highly pure virgin copper—which is inherently a soft and malleable metal—the tap must be tightened by hand only. The use of tools (such as wrenches or pliers) or the application of excessive manual force will overtighten the nut and physically tear, warp, or rupture the soft copper wall surrounding the spigot hole (as documented in our damage reference file, image_5cb1c0.jpg). Structural damage, buckling, or tearing of the copper caused by overtightening during customer installation constitutes severe negligence and product misuse. This specific damage is not a manufacturing defect and immediately voids all return, refund, and warranty eligibility.

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 shipping instructions. Your return package must be shipped and scanned by the courier within 14 days of the RMA issuance.

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.

Strictly No In-Person Drop-Offs: For security and logistical reasons, our Chestermere fulfillment center is closed to the public. All returns must be shipped via a tracked courier service. Hand-delivered returns are strictly prohibited and will be refused at the door.

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 physical inspection of the returned goods.

3A. Partial Returns, Missing Components & Packaging Damage

Returned products must include all original components, accessories, lids, retail boxes, protective inserts, and promotional items originally supplied with the order. If the retail packaging is torn, crushed, or defaced (e.g., shipping labels stuck directly onto the product box), the item is no longer in resalable condition. Missing components or damaged retail packaging 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.

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.

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 immediate 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 (such as overtightening dispenser taps) or normal material wear (such as copper patina or natural metallic odors). 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.

C. Eco-Friendly, Reused Packaging & Transit Wear:
In strict alignment with our zero-waste mission to minimize landfill impact, we frequently reuse exterior shipping boxes and protective packing materials (which may carry natural cardboard or warehouse odors). Receiving your brand-new item in a reused, imperfect, or naturally smelling exterior shipping box does not constitute a manufacturing defect. Additionally, minor dents or scuffs to the exterior retail box sustained during international air transit do not qualify the internal product as defective. Any return initiated solely because of the aesthetic condition, transit wear, or smell of the exterior packaging will be processed as a standard Customer-Initiated Return (Buyer's Remorse), subject to all standard shipping deductions and the 10% restocking fee.

5. Return Transit Risk, Shipping Deductions & Undeliverables

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.

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 real value of “free shipping” offers) will be deducted from your final refund.

D. Undeliverable & Bounced Packages: If a package is returned to our warehouse by the courier due to customer error (e.g., providing an incomplete/incorrect address, an incompatible PO Box, or failing to collect the item from a local post office), it is classified as an Unauthorized Return. A 20% Penalty Restocking Fee, alongside all initial outbound shipping costs and the courier's return transit fees, will be deducted from the final refund. We do not re-ship bounced packages for free; the customer must pay a new shipping invoice to have the order dispatched a second time.

6. International Orders, Customs Duties & Forced Returns

SAMA Homes ships internationally on a Delivered Duty Unpaid (DDU) basis. By placing an international order, you form a legally binding agreement that you are 100% responsible for paying all import duties, VAT, and local customs clearance fees required by your governing authority.

Fulfillment Obligation: Sairam Solutions Ltd. fulfills its legal delivery obligation the moment the package is handed over to the courier and successfully reaches the destination country's customs facility. We will not issue partial refunds, store credits, or any form of financial compensation to offset your local customs fees.

Refused, Abandoned & Forced Return Packages: Refusing to accept a package at the door, failing to collect it from a local depot, or refusing to pay required customs duties constitutes a "Forced Return" and a breach of our Terms of Service. Forced returns bypass our required RMA process and are not eligible for standard refunds.

• If a package is forced back to our Canadian facility, all original outbound shipping costs, the courier's return shipping fees, any customs penalties levied against us, and a mandatory 20% Penalty Restocking Fee will be deducted from any potential refund.
• Total Forfeiture: If the combined cost of the return shipping and customs penalties exceeds the total value of the goods, or if the destination country's customs agency seizes and destroys the abandoned package, the goods are considered forfeited by the buyer. In this event, absolutely no refund will be issued.

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 pristine original packaging. Hygiene-restricted items remain non-returnable once opened or unsealed, unless defective.

9. Refund Processing & Inspection Timelines

All returned items are subject to physical inspection and verification upon receipt at our Chestermere facility. Please allow 5 to 7 days after the package is delivered to us for our quality assurance team to unpack, fully inspect the item, and make a final verdict on return eligibility. If returned items are found to be used, damaged due to customer misuse, lacking original pristine retail packaging, or otherwise ineligible under this policy, the refund will be denied. Once the 5-7 day physical inspection is finalized, we will notify you of the final verdict. If approved, refunds are issued by SAMA Homes immediately and will reflect on your original payment method within 10 business days depending on your bank's processing times, minus applicable deductions.

9A. Refunds for Third-Party Financing & Installments (Klarna)

If your order was purchased using a "Buy Now, Pay Later" service or installment plan (such as Klarna), any approved refunds will be processed directly back to that original payment method. Once we issue the refund on our end, Klarna will automatically adjust your remaining payment schedule or refund any installments you have already paid, in accordance with their terms. Please note that we cannot issue cash refunds or route funds to a different credit card or bank account for orders processed through these third-party services. Additionally, refunds for Klarna transactions can only be processed within 180 days of the original purchase date.

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, Specific Liabilities & Assumption of Risk

All products on our website are sold "as is." Sairam Solutions Ltd. explicitly makes no medical, health, healing, spiritual, or financial claims regarding any of our products. Any references to traditional Ayurvedic practices (such as Tamra Jal) are provided strictly for educational and cultural context and have not been evaluated by Health Canada, the FDA, or any medical authority.

By purchasing and using our products, you acknowledge that certain items carry inherent physical, environmental, and biological risks. You assume full and absolute responsibility for the proper handling, safe use, and necessary education required to use these products. Sairam Solutions Ltd. assumes no liability for injuries, property damage, physical reactions, or lack of expected results. Specifically, the customer acknowledges and accepts the following:

• Precision Grooming & Hardware: We sell professional-grade grooming tools, including highly sharpened double-edge safety razors, straight razors, and blades. Sairam Solutions Ltd. is not liable for cuts, lacerations, dermal irritation, infections, or any physical injury resulting from the assembly, handling, dropping, or use of these tools.
• Aromatherapy & Fire Safety: Candles and wellness items involve open flames and extreme heat. Sairam Solutions Ltd. is not responsible for burns, house fires, smoke damage, or property destruction resulting from unattended flames, improper placement near flammable materials, glass shattering due to heat, or failure to follow standard residential fire safety protocols.
• Copper Drinkware & Water Chemistry: Our vessels are 100% pure, unlined copper. Copper is a highly reactive, natural element. Sairam Solutions Ltd. has no control over your local water source, filtration quality, or the chemistry (acidity/pH) of the liquids you introduce into the vessel. We are not liable for biological reactions, nausea, heavy metal sensitivities, or illness resulting from improper water sourcing, leaving liquids in the vessel beyond recommended timeframes (8-12 hours), or introducing acidic beverages (e.g., lemon water, juice, alcohol) into the raw copper.
• Vastu Shastra, Astrological & Wearable Items: We offer Vastu decor, spiritual idols, authentic crystals, Rudraksha, and copper wearables (e.g., bracelets). Sairam Solutions Ltd. makes no guarantees regarding spiritual, energetic, financial, or health outcomes. Furthermore, wearing pure copper may naturally cause temporary, harmless skin discoloration (a green tint) due to individual body chemistry; this is a natural reaction, not a defect, and we are not liable for individual dermal reactions.

Strict Use Clause: As outlined in Section 2, the customer assumes full liability the moment the product is utilized. Once a razor is assembled, a candle is ignited, a wearable is worn, or a vessel is filled with liquid, it is legally classified as a used health, wellness, or hygiene product and is absolutely non-returnable and non-refundable under any circumstances.

13. Third-Party Brands & Warranty Disclaimer

Sairam Solutions Ltd. proudly acts as an authorized global stockist for several premium third-party brands (e.g., Henson Shaving, Rockwell Razors, Wick of Hope). While we stand behind the curation of our catalog, our direct manufacturing liability is strictly limited to SAMA Homes-branded products.

Third-Party Liability: All third-party items sold on our website are passed to the consumer "as is." Sairam Solutions Ltd. assumes no direct legal or financial liability for the performance, defects, failures, or damages caused by products we do not directly manufacture. However, in the event of a verified manufacturing defect on a third-party item, our support team will gladly assist and support the customer in facilitating a warranty claim directly with the original manufacturer.

General Disclaimer: Unless explicitly stated otherwise in writing, all products are provided without warranties of any kind, either express or implied, including but not limited to implied warranties of merchantability or fitness for a particular purpose.

14. Anti-Fraud & Chargeback Protection Policy

Sairam Solutions Ltd. maintains a zero-tolerance policy for "friendly fraud," deliberate policy abuse, and unjustified chargebacks. By completing a purchase on our website, you legally agree to our terms of service and this Return Policy.

A. Digital Goods & Gift Cards: Digital gift cards are instantly fulfilled digital assets. We actively log IP addresses, check-out details, and email delivery timestamps. Any chargeback filed under "Item Not Received" or "Unauthorized Purchase" for a successfully delivered digital asset will be aggressively disputed. We will submit all logged data, proof of delivery, and this binding policy directly to the payment gateway and the issuing bank to recover funds.

B. Physical Goods: Proof of delivery provided by the carrier's tracking system (including GPS coordinates and photographic delivery evidence) acts as absolute and final evidence of successful fulfillment. If a chargeback is filed for a delivered package, we will submit all courier evidence, communication logs, and this policy to dispute the claim. We reserve the right to refuse future service, permanently ban customer accounts, and pursue collections for any fraudulent chargebacks that result in financial loss to our business.

C. Customs Refusal Chargebacks (PayPal & Credit Cards):
Filing an "Item Not Received" dispute or chargeback with your bank or PayPal because a package is stalled at customs, or because you refused to pay the required import duties, constitutes fraudulent misuse of the payment network's buyer protection program. Tracking data proving the package arrived at the destination country's customs portal serves as absolute proof of fulfillment. If a chargeback is filed under these circumstances, Sairam Solutions Ltd. will submit this policy, your IP checkout logs, and the courier's tracking history to the financial institution to immediately invalidate the claim and recover all funds.

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.