Cancellations, Returns & Refunds

This policy applies to orders placed on udupisugandha.com, operated by Udupi Sugandha (a social enterprise in collaboration with We Care Society and the District Administration of Udupi).

Cancellations

• You can cancel your order free of charge as long as it has not yet been dispatched. Just write to contact@udupisugandha.com with your order number.
• If you cancel before dispatch, we refund the full amount.
• Once an order has been dispatched it can no longer be cancelled.
• We may cancel an order if an item is unavailable or cannot be delivered to your address. If so, you receive a full refund.

Returns

Because our aroma sticks are a consumable, handmade product, we can’t accept returns for change of mind. We will gladly replace or refund an order if:

• the item arrived damaged in transit, or
• you received the wrong item.

Please report the problem within 48 hours of delivery by writing to contact@udupisugandha.com with your order number and clear photos or an unboxing video showing the issue. We may ask you to send the item back; if so, we arrange and pay for the return.

The Channapatna lacquerware box and holder are made by hand, so small variations in grain, colour and finish are part of their character and are not defects.

Refunds

• Approved refunds are made through Razorpay to the original payment method (UPI, card, netbanking or wallet). We start the refund within 2 working days of approval; it usually reaches your account within 5–7 working days, depending on your bank.
• We will confirm by email once the refund has been sent.
• If you’d prefer a replacement instead of a refund, we’ll ship it free of charge.

Stay safe

Payment is taken only on our website’s secure Razorpay checkout. We will never ask for your card details, UPI PIN or OTPby phone, email or message, including when processing a refund.