1. Purpose

This Policy explains the terms governing order cancellation, returns, replacements and refunds for products purchased from the official SICANA website and other authorised sales channels.

2. Scope

Applicable to purchases made through the SICANA website. Marketplace purchases through Amazon, Flipkart or other platforms are additionally governed by the respective marketplace policies.

3. Order Cancellation

Orders may be cancelled before dispatch by contacting Customer Support. Once dispatched, cancellation may not be possible and the Return Policy will apply where eligible.

4. Return Eligibility

Products may be eligible for return if received damaged, leaking, defective, incorrect or materially different from the confirmed order. Return requests should normally be raised within 48 hours of delivery with photographs and the order number.

5. Non-Returnable Products

For hygiene and safety reasons, opened, used or tampered products, products damaged after delivery due to misuse or improper storage, and products purchased during non-returnable promotional campaigns may not be eligible unless required by applicable law.

6. Damaged / Defective Products

If you receive a damaged or defective product, contact us immediately with clear photographs of the package, product and shipping label. After verification, we may offer a replacement or refund.

7. Incorrect or Missing Products

If an incorrect item or a shipment with missing items is received, notify us promptly. Verified claims will be resolved through replacement, shipment of the missing item or refund, as appropriate.

8. Return Request Process

Submit your request through Email, Website Contact Form or WhatsApp Business with your order number, contact details, description of the issue and supporting photographs.

9. Inspection & Approval

Returned products may be inspected before approval of replacement or refund. Fraudulent or unsupported claims may be declined.

10. Refund Process

Approved refunds will be processed to the original payment method wherever possible. Processing time may vary depending on the payment provider or banking institution.

11. Refund Timeline

We aim to initiate approved refunds within 7–10 business days after approval. Actual credit timelines depend on banks or payment partners.

12. Replacement Policy

Where practical and subject to stock availability, eligible products may be replaced instead of refunded.

13. Customer Responsibilities

Customers should inspect deliveries promptly, preserve original packaging where possible and avoid using products that appear damaged or defective until guidance is received.

14. Company's Rights

SICANA reserves the right to reject claims that are fraudulent, unsupported, outside the policy scope or inconsistent with applicable law.

15. Contact Details

Our Customer Promise

·  Transparent communication throughout the return process

·  Fair assessment of every genuine request

·  Prompt replacement or refund for eligible claims

·  Continuous improvement based on customer feedback