This Return & Exchange Policy (“Policy”) will be effective from June 01, 2026 (“Effective Date”).

At SENTIMENTS, we want you to love your purchase. If, for any reason, you are not fully satisfied, we are here to make your return or exchange process smooth and hassle-free. This Policy is formulated in compliance with the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020, and other applicable Indian law, and is tailored to the handcrafted, made-to-order nature of our products.

WHEREAS

A. Sentiments Creative Labs LLP (“Company” or “SENTIMENTS”) recognises the importance of customer satisfaction and consumer protection, and is committed to transparency and legal compliance in its return, exchange, and refund processes.

B. The Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020 require sellers to provide fair, reasonable, and time-bound procedures for addressing consumer grievances, including defective products or incorrect fulfilment.

C. This Policy applies to all customers purchasing products from www.sentimentsindia.com, and sets out the rights and responsibilities of both the customer and the Company in relation to returns, exchanges, refunds, and reverse shipping.

NOW THEREFORE,

The Company hereby adopts this Return & Exchange Policy to establish a fair, transparent, and legally compliant framework for addressing post-purchase concerns, and to promote customer confidence while safeguarding the Company’s legitimate commercial interests.

1. DEFINITIONS AND INTERPRETATION

1.1 Definitions

In this Policy, unless the context otherwise requires, the following words and expressions shall bear the meanings assigned to them below.

a) “Return” shall mean the process by which a customer sends an eligible product back to us for a refund, subject to verification and approval.

b) “Exchange” shall mean the process by which a customer returns an eligible product and receives the same product in a different size, subject to availability and inspection.

c) “Refund” shall mean reimbursement of the purchase price to the customer’s original payment method, or another method permitted under this Policy.

d) “Eligible Product” shall mean a product that qualifies for return or exchange under this Policy, being unworn, unused, undamaged, and returned with its original packaging, tags, seals, and complimentary items intact.

e) “Non-Returnable Product” shall mean a product expressly excluded from return or exchange under Clause 5 of this Policy.

f) “Grievance Officer” shall mean the officer designated by the Company to address customer complaints in accordance with Rule 4 of the Consumer Protection (E-Commerce) Rules, 2020.

g) “Products” shall mean the footwear and related merchandise sold by the Company through its website.

1.2 Interpretation

a) Section headings are for convenience only and do not affect the construction of this Policy.

b) Words denoting the singular include the plural and vice versa, unless the context otherwise requires.

c) References to this Policy include any amendments published on our website from time to time.

2. PURPOSE

a) This Policy establishes a transparent and legally compliant framework for addressing post-sale concerns, including returns, exchanges, and refunds, so that customers are informed of their rights where a product arrives damaged, defective, or incorrect, or where a size exchange is needed.

b) This Policy reinforces our commitment to customer satisfaction while setting out reasonable conditions on returns, refunds, and shipping responsibilities, consistent with the handcrafted and made-to-order nature of our products.

c) In the event of any inconsistency between this Policy and any other communication of the Company relating to returns, exchanges, or refunds, this Policy shall prevail to the extent of such inconsistency.

3. PROCESSING TIMELINE

a) All return, exchange, or refund requests submitted through our Return/Refund Form will receive a response within 24 hours on business days (Monday to Friday). Requests received over the weekend will be addressed on the next business day.

b) This processing timeline is separate from the order dispatch and delivery timelines set out in our Shipping Policy, and from the refund processing timeline set out in Clause 10 below.

4. ELIGIBILITY FOR RETURN, EXCHANGE AND REFUND

You may request a return, exchange, or refund within 7 days of delivery, provided the following conditions are met:

a) the product is unworn, unused, and in its original condition as received;

b) the original seal and tags are intact; if the seal has been tampered with or removed, we will not be able to process an exchange, return, or refund;

c) the product is returned in its original packaging, with all accessories, components, and complimentary goodies included; returns without complimentary items will not be accepted;

d) proof of purchase is provided for any item not bought directly from sentimentsindia.com;

e) for missing-item claims, we may request an unboxing video for validation; and

f) damaged, defective, or incorrect items are reported within 48 hours of delivery, as further described in Clause 9.

Sale or discounted items are not eligible for refunds; size exchanges on such items may be offered subject to availability and approval, and subject to the additional terms in Clause 12. Gift cards are non-refundable.

5. NON-ELIGIBILITY AND EXCEPTIONS

a) Sale items and gift cards are non-returnable, save as expressly permitted under Clause 12.

b) Returns are accepted only on full-price products, except where a size exchange has been approved for a discounted item under Clause 12.

c) A product returned used, worn, washed, altered, or without its original tags, packaging, seal, or complimentary items will be rejected, and returned to the customer at the customer’s own risk and cost, with no refund or exchange issued.

d) A request raised after the 7-day window in Clause 4, or a product not made available for pickup within the timeline communicated by us after approval, may be treated as invalid.

e) Habitual or abusive return behaviour: where we reasonably determine that a customer is engaging in excessive or abusive return practices, including repeated size exchanges, frequent order cancellations, repeated refusal of delivery, or misuse of this Policy, we may place proportionate restrictions on that customer’s account, including limiting eligibility for future returns or disabling Cash on Delivery, in a manner consistent with applicable consumer protection law.

6. PROCESS FOR RAISING A RETURN OR EXCHANGE REQUEST

Step 1, Initiate your request: within 7 days of delivery, submit our Return/Refund Form, or write to support@sentimentsindia.com with your order ID, the reason for the request, and photographs of the product and packaging where relevant.

Step 2, Review: we will respond within 24 hours on business days, confirming whether your request is approved, and if so, the next steps.

Step 3, Pickup or shipping: for domestic orders, we will arrange a complimentary courier pickup as described in Clause 7. For international orders, you are responsible for return shipping as described in Clause 8.

Step 4, Inspection: once we receive the product, we will inspect it against the eligibility conditions in Clause 4.

Step 5, Outcome: once your return is received and inspected, we will notify you of approval, and process the applicable refund or exchange as described in Clauses 10 and 11.

A request raised through any channel other than those listed above, or outside the 7-day window, may not be accepted.

7. DOMESTIC ORDERS (WITHIN INDIA)

a) Complimentary pick-up: we will arrange a courier pick-up directly from your delivery address, at no cost to you.

b) Packaging requirement: please ensure the entire box, including any free goodies, is packed securely for return. Returns without complimentary items will not be accepted.

c) No self-shipping needed: you do not need to ship anything yourself; our courier partner will handle collection and transit end to end.

8. INTERNATIONAL ORDERS (OUTSIDE INDIA)

a) Sentiments footwear is crafted true to size, and we encourage thoughtful selection before purchase to minimise the need for a return.

b) If a return is still required, the customer is responsible for arranging and bearing the cost of return shipping.

c) The product must be shipped to the return address we provide once your request has been approved.

d) We are not responsible for any loss or damage occurring during return transit that has been arranged by the customer.

9. DAMAGES AND ISSUES

If your order arrives defective, damaged, or incorrect, please contact us immediately at support@sentimentsindia.com, within 48 hours of delivery, with details and images of the product and packaging. We will investigate and resolve the issue promptly, which may include a replacement or a refund, at our discretion, once the claim is verified.

10. REFUNDS

a) Once your return is received and inspected, we will notify you of approval.

b) If your order is within the eligible return period, please retain the original shoe box, dust bag, tags, welcome card, and all complimentary items received with your order. All such items must be returned along with the product. If any original packaging or complimentary item is missing, damaged, or not returned, the applicable value may be deducted from your refund, and a partial refund will be processed accordingly.

c) If approved, your refund will be processed to your original payment method within 10 business days. Please note that banks and card issuers may take additional time to complete the transaction.

d) If more than 15 business days have passed since approval and you have not received your refund, please contact us at support@sentimentsindia.com.

11. EXCHANGES

For size or fit exchanges, please use our exchange service via the Return/Refund/Exchange form. An exchange is limited to the same product in a different size; exchanges are not available for a different product, style, or colourway, except where expressly stated in Clause 12 for promotional orders. Exchange requests are subject to stock availability and successful quality inspection under Clause 4.

12. SALE AND PROMOTIONAL ORDERS

To ensure transparency during promotional campaigns, seasonal sales, limited-time offers, and discounted purchases, the following terms apply in addition to the standard provisions of this Policy.

12.1 Exchange Eligibility

Products purchased during a promotional period remain eligible for size exchange, subject to stock availability, successful quality inspection, and compliance with this Policy. Exchange requests must be initiated within the standard 7-day Return & Exchange Window specified in Clause 4. Exchanges are limited to the same product in a different size; exchanges for another colourway, style, or product are not permitted. If the requested size is unavailable, we will process a full refund of the amount paid to the original payment method, once the returned product has successfully passed quality inspection.

12.2 Refund Eligibility

Products purchased during a promotional period are generally not eligible for refunds for reasons including change of mind, incorrect size selection, preference for another colour, style, or design, or personal preference after delivery. Refunds on promotional orders will only be processed where: an incorrect product has been delivered; a verified manufacturing defect is identified; the product has been damaged during transit, subject to successful quality inspection; or the requested exchange size is unavailable after quality inspection.

12.3 Promotional Pricing

Promotional prices are valid only during the advertised campaign period. We do not provide price adjustments, retroactive discounts, or partial refunds for purchases made before or after a promotion.

12.4 Quality Inspection

All products returned or exchanged during a promotional period are subject to our standard quality inspection. Products returned with signs of wear, sole marks, stains, damage, or missing accessories, original packaging, or complimentary items may be deemed ineligible for exchange or refund.

12.5 Cancellation and Right to Refuse

Orders may only be cancelled before they have been processed or dispatched. We reserve the right to refuse or cancel any promotional order or claim involving suspected fraud, misuse of this Policy, repeated abuse of returns or exchanges, or pricing errors arising from technical issues.

12.6 The above promotional terms apply in addition to the remaining provisions of this Policy. In the event of any inconsistency, the terms applicable to promotional purchases shall prevail.

13. FORCE MAJEURE

We are not liable for any delay, failure, or inability to process a return or exchange request, arrange reverse pickup, or issue a refund, where this arises from an event beyond our reasonable control, including natural disasters, pandemics, strikes, courier disruptions, or government action. Our obligations under this Policy are suspended for the duration of any such event.

14. GRIEVANCE REDRESSAL MECHANISM

a) In accordance with Rule 4 of the Consumer Protection (E-Commerce) Rules, 2020, we have appointed a Grievance Officer to address complaints relating to returns, exchanges, or refunds that remain unresolved through our standard support channel.

Grievance Redressal Officer Email: support@sentimentsindia.com

Working Hours: 9 am to 6 pm, Monday to Saturday

b) A written grievance should include your full name, order ID and product details, the nature of your complaint, and your contact information.

c) The Grievance Officer will acknowledge your complaint within 48 hours and endeavour to resolve it within 15 business days.

15. GENERAL PROVISIONS

15.1 Relationship with Other Policies

This Policy operates subject to, and in conjunction with, our Terms of Service and Shipping Policy. Matters concerning dispatch, delivery, and transit liability are governed by the Shipping Policy, and matters concerning general website use are governed by our Terms of Service.

15.2 Governing Law and Jurisdiction

This Policy is governed by the laws of India. Any dispute arising out of or in connection with this Policy is subject to the exclusive jurisdiction of the courts at Lucknow, Uttar Pradesh.

15.3 Amendment

We reserve the right to modify, revise, or withdraw this Policy at any time, without prior notice, to reflect changes in legal requirements or business practice. Amendments take effect immediately upon publication on our website. Continued use of the website or placement of an Order after a change is posted constitutes acceptance of the revised Policy.

By placing an Order through our website, you acknowledge that you have read, understood, and agree to be bound by this Return & Exchange Policy.