Clear rules for orders, personalization and after-sales support.
These customer-facing rules reflect the current operational settings configured in the store. Eligibility for a specific order is finally determined from that order’s product type, payment, production and delivery status.
Returns & exchanges
Eligible standard products can be requested for return within 7 days of recorded delivery and for exchange within 7 days. Actual eligibility is checked automatically against the order status and product type when you raise a request.
Personalized products
Personalized/configurable products are normally eligible only for manufacturing defect, transit damage, wrong item or approved-proof mismatch claims. Change-of-mind returns are not treated like standard ready products after customization/production begins.
Damage or defect claims
Where evidence is required, damage/defect issues should be reported within 48 hours of delivery. The return workflow may ask for clear photos of the product and packaging.
Cancellation
Cancellation is available only while the order is still at an eligible stage. Shipped or delivered orders cannot be cancelled through the cancellation flow. Customized orders may become non-cancellable after proof approval or production starts.
Shipping & tracking
Shipping methods, delivery estimates and charges are calculated at checkout from the configured shipping rules. After dispatch, courier/AWB details and tracking events are shown on the Track Order page when available.
Payments & refunds
Online-payment status is verified server-to-server. Approved online refunds are processed through the configured payment gateway workflow; COD/manual-payment refunds can require manual settlement and confirmation.
Personalization & proof approval
For products where design proof is enabled, production can wait for customer approval. Please review spelling, names, dates, logos, colors and other personalization details carefully before approving a proof.
Privacy & uploaded files
Customer artwork, proof files and return evidence are handled through protected application storage rather than predictable public file URLs. Payment credentials are not stored as plain customer card details by this website.
Need help?
For a specific order, the rules shown in your account/return workflow are the most relevant because they use the live order state. For assistance contact support@santushtiguna.com or use customer support.
Santushti Trophy Craft, Mandir Gali, Laxmi Ganj, Guna, Madhya Pradesh