These Terms of Service (“Terms”) will be effective from June 01, 2026 (“Effective Date”).
This website, www.sentimentsindia.com, is operated by Sentiments Creative Labs LLP (“Company”, “SENTIMENTS”, “we”, “us”, or “our”) on a WordPress-based e-commerce platform. By accessing this website or purchasing from us (the “Service”), you agree to be bound by these Terms.
These Terms are formulated in alignment with the Indian Contract Act, 1872; the Consumer Protection Act, 2019; the Consumer Protection (E-Commerce) Rules, 2020; the Information Technology Act, 2000; and the Digital Personal Data Protection Act, 2023, and read together with our Shipping Policy, Return and Exchange Policy, and Privacy Policy.
WHEREAS
A. The Company operates a direct-to-consumer footwear business under the SENTIMENTS brand, offering handcrafted products made in India.
B. Applicable Indian law requires fair disclosure, complaint redressal, and contractual transparency in online commercial transactions.
C. These Terms operate subject to, and in conjunction with, the Company’s Shipping Policy, Return and Exchange Policy, and Privacy Policy. In the event of any inconsistency between these Terms and a standalone policy on a matter that policy specifically governs (such as shipping, returns, or data protection), that standalone policy shall prevail to the extent of the inconsistency.
NOW THEREFORE
The Company hereby adopts these Terms to establish a clear and legally compliant framework governing access to and use of the website, and the rights and obligations of the Company and its customers.
1. DEFINITIONS AND INTERPRETATION
1.1 Definitions. In these Terms, 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 website for the purchase of one or more products.
b) “Customer” or “User” shall mean any individual who accesses, browses, or transacts on the website.
c) “Products” shall mean the footwear and related merchandise offered for sale on the website.
d) “Policies” shall mean, collectively, the Shipping Policy, Return and Exchange Policy, and Privacy Policy published by the Company, as amended from time to time.
e) “Grievance Officer” shall mean the person appointed by the Company pursuant to Rule 5 of the Consumer Protection (E-Commerce) Rules, 2020, to address customer complaints.
f) “Force Majeure Event” shall mean any event beyond the reasonable control of the Company that prevents or delays performance of its obligations under these Terms.
1.2 Interpretation.
a) Section headings are for convenience only and do not affect the construction of these Terms.
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 these Terms include any amendments published on the Company’s website from time to time.
2. PURPOSE
a) These Terms govern the relationship between the Company and any person who accesses the website, browses its content, or places an Order, and apply to all users including browsers, customers, and contributors of content.
b) In the event of any inconsistency between these Terms and any other internal policy, statement, or communication of the Company, these Terms shall prevail, except on domain-specific matters where a standalone policy (Shipping, Return and Exchange, or Privacy) is expressed to govern, in which case that policy shall prevail to the extent of the inconsistency.
3. ELIGIBILITY TO CONTRACT
a) By accessing the website or placing an Order, the customer represents and warrants that they are legally competent to contract under Section 11 of the Indian Contract Act, 1872, and confirm that they have attained the age of 18 years and are of sound mind.
b) In accordance with the Digital Personal Data Protection Act, 2023, the Company does not knowingly collect personal data from, or enter into a contract with, an individual under the age of 18 without verifiable consent of a parent or lawful guardian. Where the Company becomes aware that an Order has been placed by a minor without such consent, it reserves the right to cancel the Order and refund any amount paid.
c) If a customer acts on behalf of an entity, the customer confirms they are duly authorised by that entity to bind it to these Terms.
4. ELECTRONIC RECORDS AND CONSENT
a) These Terms constitute an electronic record under the Information Technology Act, 2000, and applicable rules made thereunder, and do not require any physical or digital signature.
on-site
b) By using the website, the customer consents to receive communications electronically, including by email, in-site notice, or SMS, in connection with their use of the Service.
5. ACCEPTABLE USE POLICY
5.1 By accessing or using the website, the customer agrees to comply with all applicable laws and to use the website only for lawful purposes.
5.2 The customer shall not, directly or indirectly:
a) violate any applicable law, including the Information Technology Act, 2000, or the Consumer Protection Act, 2019;
b) infringe the intellectual property, privacy, or other legal rights of the Company or any third party;
c) transmit any virus, malware, or other harmful code, or otherwise interfere with the security or proper functioning of the website;
d) scrape, crawl, or harvest data from the website without our prior written consent;
e) post fake reviews, falsify transaction data, or otherwise manipulate any rating, review, or feedback mechanism on the website;
f) harass, defame, or discriminate against any person, or transmit spam or conduct fraudulent activity;
g) reverse engineer, interfere with security features, or overload the website’s infrastructure.
5.3 The Company reserves the right, at its sole discretion and without prior notice, to restrict, suspend, or terminate access to the website, remove content, or take any other action it deems appropriate in response to a violation of this Clause 5, and to report unlawful activity to the appropriate authorities.
6. PRODUCT INFORMATION AND LISTINGS
a) All products sold by the Company are handcrafted in India. The Company makes reasonable efforts to ensure product descriptions, images, pricing, and availability are accurate and current, but does not guarantee that this information is error-free.
b) Colour, texture, and finish may vary slightly from what is shown on the website due to device display settings, photography, and the handcrafted nature of the product. Such variation shall not, by itself, constitute a defect.
c) Product availability is subject to stock levels. Where a product is listed at an incorrect price, or with incorrect information, due to a typographical or technical error, the Company reserves the right to cancel or refuse the affected Order, even after confirmation and payment, and to issue a full refund in accordance with the Return and Exchange Policy.
d) The Company reserves the right to modify or discontinue any product or limit sales by region, customer, or order volume, at its discretion and without prior notice.
7. ORDERS, PRICING AND PAYMENT
a) All prices displayed on the website are in Indian Rupees and are inclusive of applicable Goods and Services Tax, unless stated otherwise. Prices may change without notice; such changes shall not affect an Order already confirmed and paid for.
b) Payments are processed through RBI-compliant, PCI-DSS-certified third-party payment gateways. Payment details are encrypted during transfer; the Company does not itself store full card details, and card and payment information is processed and stored by the payment gateway, with the Company receiving only transaction references and status.
c) The Company reserves the right to refuse or cancel any Order, including Orders placed using the same account, card, or address as a previously flagged Order, where the Order is suspected to be fraudulent, non-compliant with these Terms, or otherwise irregular. The Company may also refuse service to any person, at any time, for any lawful reason, at its sole discretion.
d) The Company may limit or refuse Orders it reasonably suspects are placed by dealers, resellers, distributors, or for the purpose of onward resale, including Orders directed to a freight-forwarding address.
e) The customer agrees to provide accurate, complete, and current billing and delivery information for every Order placed.
8. SHIPPING, DELIVERY AND TRANSIT LIABILITY
a) All Orders are shipped through independent third-party logistics providers engaged by the Company. Delivery timelines communicated at checkout or on the website are estimates and are not guaranteed.
b) Title to the goods transfers to the customer upon Dispatch from the Company’s facility. As a general position, risk in the goods also passes to the customer upon Dispatch to the Company’s logistics partner. This general position on risk is qualified, and in certain circumstances the Company accepts responsibility beyond it, as set out in the Shipping Policy.
c) The detailed terms governing dispatch timelines, delivery windows, risk of loss, transit damage, lost shipments, delivered-but-not-received claims, Return to Origin, and international customs and duties are set out in full in the Company’s Shipping Policy, which is incorporated into these Terms by reference. Where these Terms and the Shipping Policy are inconsistent on any matter concerning shipping, dispatch, delivery, or transit liability, the Shipping Policy shall prevail to the extent of the inconsistency.
d) The customer is responsible for providing a complete and accurate delivery address and for being reasonably available to receive the shipment. For international Orders, the customer may be required to provide additional information to enable customs clearance.
9. ORDER CANCELLATION
a) By the Customer: An Order may be modified or cancelled only before it enters the processing stage for dispatch, as further described in the Shipping Policy. Once an Order has been dispatched, it cannot be modified or cancelled.
b) By the Company: The Company reserves the right to cancel an Order, in whole or in part, where the product is out of stock or discontinued, payment fails or is unconfirmed, the Order is flagged for suspected fraud, the delivery address is not serviceable, or there is a pricing or listing error.
c) Where an Order is cancelled under this Clause 9, the Company shall notify the customer and initiate a full refund to the original payment method, in accordance with the Return and Exchange Policy.
10. RETURN, EXCHANGE AND REFUND SUMMARY
a) Returns and exchanges are governed by the Company’s Return and Exchange Policy, which is incorporated into these Terms by reference and available on the website.
b) In summary, and subject to the full conditions in the Return and Exchange Policy: size exchanges are accepted on eligible full-price and sale products, subject to availability; returns for a refund are accepted on full-price products meeting the stated conditions; and change of mind, delay in delivery, or dislike of colour or style are not, by themselves, grounds for return.
c) In the event of any conflict between this Clause 10 and the Return and Exchange Policy, the Return and Exchange Policy shall prevail.
11. INTELLECTUAL PROPERTY
a) All content on the website, including logos, trademarks, trade dress, images, graphics, product names, and text, is owned by or licensed to the Company and is protected under the Copyright Act, 1957, the Trade Marks Act, 1999, and applicable international treaties.
b) No licence or right in this content is granted to the customer except as expressly permitted in writing by the Company. Any unauthorised reproduction, modification, or commercial exploitation of this content is prohibited and may result in civil or criminal liability.
12. USER CONTENT AND REVIEWS
a) By submitting a review, comment, photograph, or other content to the website, the customer grants the Company a non-exclusive, royalty-free, worldwide, transferable licence to use, reproduce, modify, publish, and distribute such content in connection with the Company’s business, including for marketing purposes.
b) The customer represents that they own or control all rights in the content submitted and that it does not infringe any third-party right.
c) The Company may remove or decline to publish any submitted content that is found to be abusive, misleading, fake, or in violation of Clause 5 (Acceptable Use Policy), and is not responsible for the views expressed in customer reviews.
13. THIRD PARTY TOOLS, MONITORING AND ENFORCEMENT
a) The website may provide access to third-party tools or link to third-party sites, provided “as is”. The Company is not responsible for the accuracy, security, or reliability of such third-party tools or sites, and any dealings between the customer and a third party are governed solely by that third party’s own terms.
b) The Company may, but is not obliged to, monitor use of the website to verify compliance with these Terms, investigate suspected misuse, and comply with applicable law. The Company may suspend or terminate access, or remove content, in response to a violation of these Terms.
14. DISCLAIMER, LIMITATION OF LIABILITY AND INDEMNIFICATION
14.1 Disclaimer
The website and all products are provided “as is” and “as available”, without warranties of any kind except as required by law.
14.2 Limitation of Liability
To the fullest extent permitted by law, the Company shall not be liable for any indirect, incidental, special, consequential, or punitive damages, including loss of profits, revenue, data, or goodwill, arising from use of the website or the products. The Company’s aggregate liability under these Terms shall not exceed the amount paid by the customer for the Order giving rise to the claim. This Clause does not limit the Company’s obligations expressly undertaken in the Shipping Policy or the Return and Exchange Policy.
14.3 Indemnification
The customer agrees to indemnify and hold harmless the Company, its affiliates, officers, employees, and agents from any claim, damage, liability, cost, or expense, including reasonable legal fees, arising from the customer’s breach of these Terms, misuse of the website, or violation of applicable law or a third party’s rights. This obligation survives termination of these Terms.
15. GRIEVANCE REDRESSAL
a) In accordance with Rule 5(3) of the Consumer Protection (E-Commerce) Rules, 2020, the Company has appointed a Grievance Officer to address complaints relating to orders, products, or the use of the website.
Grievance Redressal Officer Email: support@sentimentsindia.com
Working Hours: 9 am – 6 pm, Monday to Saturday
b) The Grievance Officer shall acknowledge a written complaint within forty eight (48) hours and endeavour to resolve it within thirty (30) days.
c) For domain-specific issues, customers are encouraged to also refer to the Shipping Policy (delivery and transit issues), the Return and Exchange Policy (returns and refunds), and the Privacy Policy (data protection concerns).
16. PRIVACY AND DATA PROTECTION
a) The Company processes personal data in accordance with the Digital Personal Data Protection Act, 2023, the Information Technology Act, 2000, and its Privacy Policy, which is incorporated into these Terms by reference.
b) Customers have rights regarding their personal data, including the right to access, correct, and request erasure of their data, as further described in the Privacy Policy. Privacy related concerns may be directed to the Grievance Officer named in Clause 15.
c) Cookies and Tracking Technologies. The website uses cookies, pixels, and similar technologies to operate and improve the site, remember preferences, and analyse performance and traffic. By using the website, the customer consents to this use, subject to the customer’s own browser and cookie settings. Full details are set out in the Privacy Policy.
17. GENERAL PROVISIONS
17.1 Governing Law and Jurisdiction
These Terms are governed by the laws of India. Any dispute arising out of or in connection with these Terms is subject to the exclusive jurisdiction of the courts at Lucknow, Uttar Pradesh.
17.2 Force Majeure
The Company is not liable for any failure or delay in performing its obligations under these Terms arising from a Force Majeure Event, including natural disasters, pandemics, war, government action, strikes, cyberattacks, or logistics disruption.
17.3 Termination
The Company may suspend or terminate a customer’s access to the website, without notice, for a breach of these Terms or unlawful use. Provisions intended to survive termination, including Intellectual Property, Disclaimer and Limitation of Liability, and Indemnification, shall survive.
17.4 Relationship of Parties
Nothing in these Terms creates a partnership, joint venture, agency, or fiduciary relationship between the customer and the Company. Neither party has the authority to bind the other.
17.5 Assignment, Waiver and Severability
A customer may not assign their rights or obligations under these Terms without the Company’s written consent. The Company’s failure to enforce any right is not a waiver of that right. If any provision of these Terms is found unenforceable, it shall be severed to the minimum extent necessary, and the remaining provisions shall continue in full force.
17.6 Modification
The Company may amend these Terms at any time by posting the revised Terms on the website. Continued use of the website after such posting constitutes acceptance of the revised Terms.
17.7 Entire Agreement
These Terms, together with the Shipping Policy, Return and Exchange Policy, and Privacy Policy, constitute the entire agreement between the customer and the Company regarding the website, and supersede any prior understanding on the subject.
17.8 Contact
Questions regarding these Terms may be directed to:
Sentiments Creative Labs LLP
V-28, Eldeco Regalia, Lucknow, Uttar Pradesh 226020, India
support@sentimentsindia.com
By using the website, placing an Order, or otherwise engaging in a transaction, the customer acknowledges that they have read, understood, and agree to be bound by these Terms.
