Shipping and Return Policy

Shipping and Returns Policy

Shipping

At Satliva, we strive to deliver your freshly crafted, 100% natural hemp-based products promptly. Orders are typically processed and shipped within 24-48 hours from our warehouse in Bengaluru, India. Transit times generally range from 3-5 business days within India, depending on your location, courier partner, or external factors like weather or holidays. International shipping times may vary, typically 7-14 business days, subject to customs clearance.

Order Tracking

Track your order seamlessly through:

Website: Visit https://www.satliva.com/pages/track-your-order.
App: Navigate to “My Profile” > “My Orders” > “Track Order”.
WhatsApp: Send “Hi” to +91-95-911-815-61 > Select “Order Query” > “Track My Order”.

You’ll receive email or SMS updates with tracking details once your order ships. For prepaid orders, delivery is OTP-verified please share the OTP with the delivery agent only after inspecting your package. Contact us at support@satliva.com if you encounter delays or issues.

Cancellation

You may cancel your order before it is dispatched from our warehouse.

How to Cancel

Website: Go to https://www.satliva.com > Menu (top left) > “Help” > “Cancel Order”.
App: “My Profile” > “My Orders” > “Cancel Order”.
WhatsApp: Send “Hi” to +91-959-118-1561 > Select “Cancel Order”.
Email: Write to support@satliva.com with your order number.

Upon cancellation, you’ll receive a confirmation via email/SMS. Refunds for prepaid orders will be credited to the original payment method within 5-7 business days. If the refund doesn’t reflect, check with your bank or contact us. If the order has already shipped, cancellation is not possible, but you may refuse delivery at the doorstep, and a refund will be processed upon return.

Returns & Replacements

We accept returns or exchanges for:

Damaged, tampered, or leaking products.
Incorrect products delivered.
Missing items in the order.
Quality or quantity issues reported within 7 days of delivery.

Exclusions

Products used, altered, or without original packaging (including labels, tags, or jars).
Items purchased during promotional sales (e.g., discounted bundles) are non-returnable/exchangeable.
Returns for hygiene reasons are not accepted unless the product is defective or incorrect.

Process

Online Portal: Submit a request at https://satliva.clickpost.in/return-exchange. Upload clear images of the issue (e.g., damaged packaging or wrong item).

Exchanges: A replacement will be dispatched after verification, typically within 5-7 days.
Returns: A store credit (equal to the product’s MRP, never expires) will be issued upon approval.

WhatsApp: Send “Hi” to +91-959-118-1561 > “Order Related Query” > Select issue (e.g., Damaged Product, Incorrect Product) > Follow the return portal link provided.
Courier: Use a tracked shipping method (e.g., DTDC) to return items to: Satliva, [Your Warehouse Address], Bengaluru, India. Satliva is not responsible for lost returns.

Our team will review your request within 24-48 hours. Once the return is received and inspected (within 7 days), we’ll notify you via email about the refund/store credit status.

Product Issues After Use

If you experience issues with our natural products within 7 days of use (e.g., unexpected skin reactions), we’re here to assist. Note that natural products may initially cause a cleansing “outbreak” (e.g., temporary acne) as they detoxify the skin this is normal and typically subsides with consistent use for 21 days.

Contact Methods

WhatsApp: Send “Hi” to +91-959-118-1561 > “Order Query” > “Product Issues”.
Email: support@satliva.com.
Call: +91-959-118-1561 (10:00 AM – 6:00 PM IST, Monday-Saturday).

Our Beauty Consultant will reach out within 24 hours to guide you. Based on the consultation, we may offer a store credit (valid for 60 days on www.satliva.com) or a substitute product tailored to your skin type. Always perform a patch test before full application, especially for sensitive skin or infants above 6 months. Pregnant individuals should consult a physician before use.

Privacy Policy

Introduction

At Satliva, we’re committed to nurturing your skin with 100% natural, hemp-based products while safeguarding your privacy with the same care. This Privacy Policy outlines how we collect, use, share, and protect your personal information when you engage with our website (www.satliva.com), mobile app, or services, in compliance with India’s Information Technology Act, 2000, and Digital Personal Data Protection Act, 2023. By using our services, you agree to these practices.

Information We Collect

We collect only what’s necessary to deliver our freshly made, eco-friendly products:

Personal Information: Name, email, phone number, shipping/billing address, payment details (processed via secure third-party gateways).
Usage Data: IP address, browser type, device details, pages visited, and time spent on our site/app.
Order Information: Purchase history, product preferences, and feedback.
Marketing Preferences: Subscription to newsletters or promotional offers (opt-in only).
Cookies: Data on site interactions for functionality and analytics (see Cookies section).

For users with sensitive skin or specific conditions, you may voluntarily share details at ordering to customize products (e.g., reduced essential oils).

How We Use Your Information

Your data enables us to:

Process orders, manage shipping, and handle returns/exchanges.
Personalize your experience with tailored product recommendations.
Send order updates or promotional content (with consent).
Improve our website/app through analytics.
Ensure security and prevent fraud.
Comply with legal requirements.

We do not use your data for purposes beyond those listed without explicit permission.

Sharing Your Information

We share your data only when necessary:

Service Providers: Trusted partners for payment processing (e.g., Razorpay), shipping (e.g., DTDC), or analytics (e.g., Google Analytics), bound by strict confidentiality.
Legal Obligations: To comply with government regulations or protect our rights.
Business Transitions: In case of mergers or acquisitions, with your data protected.

We never sell your personal information.

Security

We use industry-standard measures like encryption, secure servers, and SSL to protect your data. Products are stored in cool, dry conditions to maintain freshness, and we apply similar diligence to your information. However, no system is entirely risk-free, so we recommend securing your account with strong passwords.

Cookies

We use cookies to enhance your experience:

Essential Cookies: Enable cart functionality and checkout.
Analytics Cookies: Track site performance for improvements.
Marketing Cookies: Deliver personalized ads (optional).

Manage cookie preferences in your browser settings. Disabling cookies may affect site functionality.

Third-Party Links

Our website/app may link to external sites (e.g., payment gateways). We’re not responsible for their privacy practices—please review their policies before sharing data.

Your Rights

You can:

Access, correct, or delete your personal data.
Opt out of marketing communications via email or WhatsApp.
Withdraw consent for data processing (where applicable).
File complaints with data protection authorities.

To exercise these rights, contact us below. We’ll respond within 30 days.

Changes to This Policy

We may update this policy to reflect legal or operational changes. Updates will be posted here with the effective date. Continued use of our services indicates acceptance of the revised policy.

Contact Us

For questions or concerns:

Email: support@satliva.com
WhatsApp/Call: +91-959-118-1561 (10:00 AM – 6:00 PM IST, Monday-Saturday)
Address: Satliva, Namrata Hemp Company, [Your Warehouse Address], Bengaluru, India