Shipping policy

Cash on Delivery (COD)

We offer Partial Cash on Delivery (Partial COD) as a payment option on eligible orders.

For Partial COD orders, customers are required to:

  • Pay a partial amount upfront while placing the order.
  • Pay a COD fee, which is added to cover the additional shipping and handling costs associated with COD shipments.
  • Pay the remaining order balance at the time of delivery.

Partial COD Upfront Payment & COD Fee

The amount paid upfront for a Partial COD order is non-refundable.

This upfront amount helps cover the shipping and potential Return to Origin (RTO) costs associated with processing and delivering the order.

In addition, a COD fee will be charged on Partial COD orders to cover the additional shipping and handling costs applicable to COD shipments.

The COD fee is separate from the upfront Partial COD payment and is non-refundable.

By placing a Partial COD order, you acknowledge and agree that the upfront amount and applicable COD fee will not be refunded in cases where the shipment is missed, refused, rejected, returned, or otherwise becomes undeliverable due to circumstances attributable to the customer.

This includes situations where:

  1. The customer is unavailable to receive the shipment.
  2. The shipment is refused or rejected at the time of delivery.
  3. The customer does not accept the order after multiple delivery attempts.
  4. The shipment is returned due to an incorrect or incomplete address.
  5. The customer requests cancellation after the order has been processed or dispatched.
  6. The shipment otherwise becomes undeliverable due to circumstances attributable to the customer.

If you do not wish to pay the Partial COD amount and COD fee, you may choose Prepaid Payment, where available.

All payments made through our website are processed securely using trusted payment gateways.

Customisation Requests
Please confirm with us via Instagram or email before placing your order if you require any customisation. Customisation is valid only after receiving confirmation from our team and paying any applicable additional charges.

Dispatch Orders are dispatched the next day. For candles, orders are dispatched on the specific date mentioned on the product page on our website.

Delivery Delivery time is as per the estimate calculated at checkout, based on your delivery location. Please refer to the estimated delivery time shown for your order during checkout.

Tracking Once your order is dispatched, we'll share tracking details so you can follow your shipment. Once tracking details have been shared, customers are encouraged to monitor their shipment and be available to receive the delivery.

No Address Changes After Dispatch
Once an order has been dispatched, we cannot guarantee address changes, rerouting, or cancellation. Any changes are subject to the courier partner's policies.

Incorrect or Incomplete Address
Customers are responsible for providing a complete and accurate shipping address. If an order cannot be delivered due to an incorrect or incomplete address, any additional shipping charges for re-delivery will be borne by the customer.

Rejected or Undeliverable Shipments
If a shipment is refused, rejected, or otherwise not accepted by the customer at the time of delivery, Saneleven is not responsible for the resulting return. The shipment will be returned to us by the courier, and return shipping charges will apply. If you would like the order to be shipped to you again after it has been returned, please contact our support team. Re-shipment will be processed only after payment of the applicable charges, which include:

  • Return shipping charges (courier to Saneleven)
  • Re-shipping charges (Saneleven to your address)

Once the payment has been received, your order will be dispatched again.

Delivery Attempts
Courier partners generally make multiple delivery attempts. If all delivery attempts fail, the shipment may be returned to us and treated as a returned shipment.

Delivery Delays Beyond Our Control
While we strive to meet the estimated delivery timelines, delays caused by courier partners, weather conditions, natural disasters, strikes, public holidays, government restrictions, or other unforeseen circumstances are beyond our control.

Contact Window
Shipping-related issues should be reported to us within 7 days of the delivery date shown by the courier.

Contact
For any shipping-related questions, please contact us at orders@support.saneleven.in.