1. Return & Refund Policy

ELÁ SAKÍ (a brand of Sugam Nalam Personal Care Private Limited) is committed to transparency and quality. This policy outlines the terms and conditions under which refunds, returns, or credits may be issued.

1.1 Food Products – No Returns

Due to health, safety, and regulatory requirements, we do not accept returns on any food products (including but not limited to granola bars, trail mixes, makhana, and other edible items) after they have left our facility.

1.2 Eligible Issues for Refund or Credit

Refunds or credits may be issued in the following circumstances only:

• Product arrived damaged (broken packaging, crushed, spoiled, or otherwise unusable)
• Product did not arrive due to company error or verified shipping carrier mistake
• Wrong item sent (item received does not match order)
• Missing item (item on invoice not present in package)

1.3 Claim Timeframes

1.4 Refund Method by Timeframe

1.5 Non-Food Products (Apparel, Caps, Totes, Merchandise)

Apparel and merchandise may be returned within 14 days of delivery subject to:

• Product is unworn, unwashed, and undamaged
• All original tags and packaging are intact
• Return shipping cost is borne by the customer unless the item was defective or incorrectly sent

Refunds for approved apparel returns follow the same 7-day / 8-15 day credit structure above.

1.6 Order Cancellations

Cancellations are accepted only within 2 hours of order placement. After 2 hours, the order enters our packaging queue and cannot be cancelled. Email [email protected] with “CANCEL” in the subject line.

1.7 Packaging Verification – Video Recording

ELÁ SAKÍ records video of every order during the packaging process. These recordings are retained for 30 days from delivery date and may be used to verify order accuracy, missing items, or disputes. Recordings are deleted after 30 days and are not shared with third parties except as required for dispute resolution.

To request verification, email [email protected] with your order number.

1.8 Limitations of Liability

ELÁ SAKÍ is not liable for:

• Shipping delays caused by the carrier after package handover
• Incorrect addresses provided by the customer at checkout
• Lost or stolen packages confirmed as delivered by the carrier
• Minor cosmetic variations in natural food products

2. Shipping Policy

2.1 Processing Time

Orders are processed within 1-3 business days (excluding weekends and public holidays). You will receive a confirmation email with tracking information once shipped.

2.2 Shipping Charges

Shipping charges are calculated at checkout based on order value, weight, and delivery location. ELÁ SAKÍ reserves the right to modify shipping rates without prior notice.

2.3 Delivery Estimates

Estimated delivery times are provided by our shipping partners and are not guaranteed. ELÁ SAKÍ is not responsible for delays caused by the carrier, weather, customs, or other force majeure events.

2.4 International Shipping

Currently, ELÁ SAKÍ ships only within India. International shipping may be introduced at a later date.

2.5 Incorrect Address

Customers are responsible for providing accurate shipping information. ELÁ SAKÍ is not liable for orders shipped to incorrectly provided addresses. Re-shipping fees may apply.

3. Privacy Policy

Sugam Nalam Personal Care Private Limited (“ELÁ SAKÍ”, “we”, “us”, “our”) respects your privacy. This policy describes how we collect, use, and protect your personal information.

3.1 Information We Collect

• Personal Information: Name, email address, phone number, shipping/billing address, payment details
• Order Information: Products purchased, order history, transaction details
• Technical Information: IP address, browser type, device information (via cookies)
• Communication: Email correspondence, customer support inquiries

3.2 How We Use Your Information

• Process and fulfill your orders
• Communicate order status and updates
• Improve our products and services
• Comply with legal and regulatory obligations
• Prevent fraud and ensure security

3.3 Information Sharing

ELÁ SAKÍ does not sell, rent, or trade your personal information. We may share information with:

• Service Providers: Payment processors, shipping carriers, email platforms (under strict confidentiality)
• Legal Authorities: When required by law or to protect our rights

3.4 Data Retention

We retain customer information for as long as necessary to fulfill the purposes outlined in this policy, unless a longer retention period is required by law.

3.5 Your Rights

You may request access, correction, or deletion of your personal information by emailing [email protected]. We will respond within 30 days.

3.6 Cookies

Our website uses cookies to enhance user experience. You may disable cookies in your browser settings, though some features may be affected.

4. Terms of Service

4.1 Acceptance of Terms

By accessing or using the ELÁ SAKÍ website (www.TheElaSaki.com) and services, you agree to be bound by these Terms of Service. If you do not agree, please do not use our website or services.

4.2 Eligibility

You must be at least 18 years old to make a purchase. By placing an order, you represent that you are legally capable of entering into binding contracts.

4.3 Product Information

We strive to display accurate product descriptions, images, and pricing. However, we do not warrant that product descriptions, images, or other content are error-free. Colors and packaging may vary slightly from what is displayed on your screen.

4.4 Pricing & Payment

All prices are in Indian Rupees (INR) and include applicable taxes unless stated otherwise. We reserve the right to change prices without prior notice. Payment must be made at the time of order using the available payment methods.

4.5 Limitation of Liability

To the maximum extent permitted by law, ELÁ SAKÍ and Sugam Nalam Personal Care Private Limited shall not be liable for any indirect, incidental, special, consequential, or punitive damages arising from your use of our products or services. Our total liability shall not exceed the amount paid by you for the specific product giving rise to the claim.

4.6 Intellectual Property

All content on this website — including but not limited to logos, brand name “ELÁ SAKÍ”, text, graphics, images, and software — is the exclusive property of Sugam Nalam Personal Care Private Limited and is protected by Indian and international copyright laws. Unauthorized use, reproduction, or distribution is prohibited.

4.7 User Conduct

You agree not to:

• Use the website for any unlawful purpose
• Attempt to gain unauthorized access to our systems
• Interfere with the proper functioning of the website
• Upload malicious code or viruses

4.8 Third-Party Links

Our website may contain links to third-party websites. We are not responsible for the content, privacy practices, or terms of those websites.

4.9 Modifications

ELÁ SAKÍ reserves the right to modify these Terms of Service at any time. Changes become effective immediately upon posting. Your continued use of the website constitutes acceptance of the updated terms.

4.10 Governing Law & Dispute Resolution

These Terms shall be governed by and construed in accordance with the laws of India. Any disputes arising shall be subject to the exclusive jurisdiction of the courts in [Chennai, Tamil Nadu].

4.11 Contact for Legal Matters

For legal notices or formal correspondence:
Sugam Nalam Personal Care Private Limited
Email: [email protected]