This Shipping Policy (“Policy”) will be effective from June 01, 2026 (“Effective Date”).
Sentiments Creative Labs LLP (“Company” or “SENTIMENTS”) is committed to conducting its business with transparency, customer focus, and operational efficiency. Each product sold by the Company is handcrafted in India and dispatched with care. As part of this commitment, the Company ensures that the shipment and delivery of its products are handled in a manner that respects consumer rights, maintains clarity in logistics, and complies with all applicable legal and regulatory standards in India.
This Policy sets out the terms and conditions under which Orders placed through www.sentimentsindia.com are processed, shipped, delivered, and, where applicable, returned or addressed in case of delay, loss, or damage.
WHEREAS
A. The Company partners with independent third-party logistics providers for shipping and last-mile delivery. Accordingly, this Policy includes disclaimers regarding the Company’s liability in transit related matters, together with the specific circumstances in which the Company nonetheless accepts responsibility, as set out in Clause 7 below.
B. This Policy is formulated in alignment with the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020, and other applicable Indian laws, and is intended to provide a transparent, fair, and practical framework for order handling and logistics.
C. This Policy operates subject to, and in conjunction with, the Company’s Terms of Service and Return and Exchange Policy. In the event of any inconsistency between this Policy and the Terms of Service on matters of shipping, delivery, or transit liability, this Policy shall prevail to the extent of such inconsistency.
NOW THEREFORE,
the Company hereby adopts this Shipping Policy to establish a clear, reliable, and legally compliant framework for the processing, dispatch, and delivery of customer Orders, and to clarify the Company’s role and liability in logistics operations executed by third-party partners.
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) “Order” shall mean a confirmed request placed by a customer through the Company’s website for the purchase of one or more products, subject to successful payment verification and acceptance.
b) “Dispatch” shall mean the physical handover of the packaged Order by the Company to its designated logistics partner for shipment to the customer.
c) “Delivery” shall mean the successful handing over of the ordered product to the customer, or their representative, at the address specified at the time of placing the Order.
d) “Transit Issue” shall mean any delay, damage, loss, theft, or non-delivery of the product occurring after Dispatch and before Delivery.
e) “Return to Origin” or “RTO” shall mean the process by which an undelivered Order is returned to the Company’s facility due to non-availability of the customer, an incorrect or incomplete address, or repeated delivery failure.
f) “Force Majeure Event” shall mean any event beyond the reasonable control of the Company that prevents or delays the performance of its shipping obligations, including natural calamities, strikes, lockdowns, war, cyber incidents, governmental orders, pandemics, or carrier disruptions.
g) “Working Days” shall mean all days excluding Sundays and public holidays observed by the Company.
1.2 Interpretation.
a) Section headings are for convenience only and do not affect the construction or interpretation of this Policy.
b) Words denoting the singular include the plural and vice versa, and words denoting any gender include all genders, unless the context otherwise requires.
c) References to this Policy include any amendments or updates published on the Company’s website from time to time.
2. PURPOSE
a) This Policy sets out the terms governing the processing, dispatch, and delivery of products ordered through the Company’s website, and the allocation of responsibility between the Company and its customers in respect of delay, loss, or damage in transit.
b) In the event of any inconsistency between this Policy and any other policy of the Company on matters concerning shipping, dispatch, or delivery, the provisions of this Policy shall prevail to the extent of such inconsistency.
3. ORDER PROCESSING
a) Order Confirmation. Upon successful placement of an Order, the customer shall receive an automated confirmation email at the registered email address, subject to verification of payment, product availability, and internal review by the Company.
b) Processing Timeline. Orders are processed and dispatched within seven (7) Working Days from the date of successful payment verification. Where a customer has an urgent requirement, the customer may write to support@sentimentsindia.com, and the Company will make reasonable efforts to assist.
c) Cancellation by the Company. The Company reserves the right to cancel any Order, with a full refund to the original payment method, where payment verification fails, stock is unavailable, or the Order appears fraudulent or otherwise non-compliant with this Policy.
d) Order Modification and Cancellation by the Customer. The customer may request modification or cancellation of an Order only prior to the Order entering the processing stage for Dispatch. Once an Order has been dispatched, it cannot be modified or cancelled, and the customer shall refer to the Return and Exchange Policy for post-delivery options.
4. DOMESTIC SHIPPING
a) Estimated Delivery Timeline. Domestic Orders within India are estimated to be delivered within eight (8) to twelve (12) business days from the date of Dispatch, and not from the date of order placement.
b) Shipping Charges. Shipping within India shall be free of charge, unless otherwise specified at checkout.
c) Country of Origin. All products sold by the Company are handcrafted in India.
d) Non-Guarantee of Delivery Timelines. The delivery timelines specified in this Clause are estimates only and are not guaranteed. Clause 7 (Third Party Logistics and Transit Liability) and Clause 10 (Force Majeure) shall govern the Company’s liability for delay or failure to meet such timelines.
5. INTERNATIONAL SHIPPING
a) Shipping Charges. The Company offers complimentary shipping on international Orders to serviceable destinations.
b) Estimated Delivery Timeline. International Orders are estimated to be delivered within ten (10) to fifteen (15) business days from the date of Dispatch, depending on destination and customs processing.
c) Customs, Duties, and Import Taxes. Unless otherwise stated at checkout, any customs duties, import taxes, or other charges levied by the destination country are the sole responsibility of the customer and are payable directly to the relevant authority or courier upon arrival. The Company shall not be liable for delay, hold, or return of a shipment arising from unpaid customs charges.
d) Priority Delivery. Where priority or expedited delivery is made available for specific destinations, it shall be offered as a paid option at checkout, together with its own estimated timeline and cost.
6. SHIPPING CHARGES AND CASH ON DELIVERY
6.1 Cash on Delivery (Partial Advance)
a) Orders placed under Cash on Delivery (“COD”) require an advance payment of Rupees Nine Hundred and Ninety Nine (Rs. 999) at checkout, with the balance payable in cash upon Delivery.
b) Where a COD Order is returned to the Company undelivered due to refusal, an incorrect address, or the recipient being unreachable, fifty percent (50%) of the advance shall be retained towards two way shipping costs, and the balance shall be refunded to the original payment method within five (5) to seven (7) business days.
c) Where a COD Order is undelivered due to an error on the part of the Company, or is verified as damaged in transit, the full advance shall be refunded.
6.2 Prepaid Orders
a) Shipping on prepaid Orders is provided free of charge to the customer, however the Company incurs a real shipping cost on every Order dispatched.
b) Where a prepaid Order is returned to the Company as RTO due to refusal, an incorrect or incomplete address, or the recipient being unreachable, the original shipping cost shall become non-refundable, and re-dispatch shall be processed only upon confirmation of a corrected address and advance payment of the applicable re-shipping charge.
c) Where the RTO of a prepaid Order arises from an error on the part of the Company, or from verified transit damage, the Company shall bear the full cost of correction, and no charge shall be payable by the customer.
6.3 General Rule. Save as set out in this Clause 6, shipping charges paid or forfeited under this Policy shall be non-refundable, except where the underlying issue arises from an error on the part of the Company.
7. THIRD PARTY LOGISTICS AND TRANSIT LIABILITY
a) Third-Party Engagement. All Orders are shipped through independent third-party logistics providers engaged by the Company. The Company does not own or operate these providers and acts solely as the dispatching party.
b) General Position on Risk. Under the Company’s Terms of Service, risk in the goods generally passes to the customer upon Dispatch to the logistics partner.
c) Voluntary Undertaking Beyond the General Position. Notwithstanding Clause 7(b), and as a matter of Company policy, where a shipment is verified as lost, or arrives damaged as a result of mishandling in transit, the Company shall provide a free replacement or a full refund, subject to Clauses 7(d) and 7(e) below.
d) Delivered but Not Received. Where tracking indicates that an Order has been marked as delivered but the customer has not received it, the customer shall notify the Company within forty eight (48) hours of the delivery timestamp. The Company shall investigate the matter with its logistics partner, which may include a review of proof of delivery records. Where non-receipt is substantiated, the Company shall issue a replacement or refund; where the evidence supports successful Delivery, the Company shall not be liable to provide a replacement or refund.
e) Damaged in Transit. The customer shall report any transit damage within forty eight (48) hours of Delivery, accompanied by photographs of the product and its packaging, unopened where possible. Claims reported after this period may not be honoured, as the damage can no longer be reliably attributed to transit.
f) Limitation of Liability. Save for the remedies expressly set out in this Clause 7, the Company shall not be liable for any indirect, incidental, or consequential loss arising from delay or Transit Issues, consistent with the Company’s Terms of Service.
8. FAILED DELIVERY AND RETURN TO ORIGIN
a) The Company’s logistics partner shall make a limited number of delivery attempts at the address provided by the customer at checkout.
b) Where the recipient is unavailable, unreachable, or refuses Delivery, or where the address provided is incorrect or incomplete, the Order may be marked undeliverable and returned to the Company’s facility as RTO.
c) The customer is solely responsible for ensuring that the address provided at checkout is accurate, complete, and accessible. The Company shall not be liable for delivery failure arising from customer error, and the financial consequences of such failure shall be governed by Clause 6 above.
9. RETURN SHIPPING RESPONSIBILITY
a) Returns and exchanges shall be governed by the Company’s Return and Exchange Policy, read in conjunction with this Policy.
b) The responsibility for return shipping charges shall be allocated as follows:
i) Defective, damaged, or incorrect item delivered: the Company shall bear the return shipping cost.
ii) Approved size exchange (domestic): the Company shall bear the return shipping cost.
iii) Approved size exchange (international): the customer shall bear the return shipping cost.
iv) Return to Origin due to customer unavailability or an address error: the customer shall bear the return shipping cost, as set out in Clause 6.
v) Change of mind, delay, or dislike of colour or style: not eligible for return; see the Return and Exchange Policy.
c) All returned products must be unused, in original condition, and accompanied by the original packaging, tags, and invoice. The Company reserves the right to reject a return that does not satisfy these conditions, in which case no shipping cost shall be reimbursed.
10. FORCE MAJEURE
a) The Company shall not be liable for any delay, failure, or disruption in order processing, Dispatch, or Delivery arising from a Force Majeure Event, including natural disasters, fire, pandemics or public health emergencies, strikes, war, civil unrest, governmental action, courier disruptions, or cyber incidents.
b) During a Force Majeure Event, the Company’s obligations under this Policy shall be deemed suspended for the duration of such event, and the estimated timelines for Dispatch or Delivery may be extended without penalty. The Company shall make reasonable efforts to inform affected customers and resume operations as soon as reasonably possible. No refund, compensation, or damages shall be payable for non-performance or delay arising solely from a Force Majeure Event.
11. CUSTOMER SUPPORT AND GRIEVANCE REDRESSAL
11.1 Customer Support. For queries relating to shipping, tracking, or delivery, customers may write to support@sentimentsindia.com, or reach the Company through WhatsApp via the toggle available on its website. The Company endeavours to respond to all queries within two (2) business days.
11.2 Grievance Officer. In accordance with Rule 5(3) of the Consumer Protection (E-Commerce) Rules, 2020, the Company has appointed a Grievance Officer to address complaints arising under this Policy.
Grievance Redressal Officer Email: support@sentimentsindia.com Working Hours: Monday to Saturday, 10:00 AM – 6:00 PM IST
11.3 Upon receipt of a written complaint, the Grievance Officer shall acknowledge the same within forty eight (48) hours and shall endeavour to resolve it within thirty (30) days. Complaints must be made in writing and must include the order number, registered contact details, and a description of the grievance.
12. GOVERNING LAW AND JURISDICTION
a) This Policy shall be governed by and construed in accordance with the laws of India.
b) Any dispute arising out of or in connection with this Policy shall be subject to the exclusive jurisdiction of the competent courts at Lucknow, Uttar Pradesh.
13. REVIEW AND AMENDMENTS
a) The Company reserves the right to amend, modify, or update this Policy at any time, without prior notice, to reflect changes in legal requirements, business practices, or logistics processes. Any such amendment shall take effect immediately upon publication on the Company’s website.
b) By placing an Order through the Company’s website, the customer acknowledges and agrees to be bound by the terms of this Policy as amended from time to time. A customer who does not agree with any part of this Policy is advised not to proceed with the transaction.
