1. Overview & Commercial Approach
At Sengaanthal, our gift hampers and floral arrangements are hand-crafted and assembled to order. Fresh botanical stems, artisanal food items, and personalized stationery are prepared specifically for each customer. Because of the perishable nature of fresh flowers and bespoke customization of gift curations, our cancellation and refund procedures balance handcrafted care with consumer fairness and statutory consumer rights.
2. Order Cancellation Requests
Before Preparation Commences: If you request cancellation before our studio has sourced fresh botanical stems or begun packing your order (typically within two hours of order placement or at least 24 hours prior to the scheduled delivery date), you may be eligible for an order cancellation and full refund minus any non-recoverable payment gateway transaction fee.
After Preparation or Dispatch Has Begun: Once our artisans have commenced assembly, trimmed fresh flowers, or dispatched the order, change-of-mind cancellation requests cannot be accepted, as these custom and perishable materials cannot be returned to stock.
Customised or Bespoke Hampers: For bespoke items created to personalized specifications (such as custom engraving, personalized corporate branding, or custom gift notes), cancellations are not permissible once production has started, except where the item is defective or materially misdescribed.
3. Damaged, Defective, or Incorrect Deliveries
We take exceptional pride in the quality and presentation of our curations. In the rare event that an item arrives in an unsatisfactory state:
- Reporting Window: Please inspect your order upon delivery or handover. Any reports of physical damage, broken seals, defective contents, or incorrect items must be reported within 24 hours of delivery.
- Supporting Evidence: To help us resolve the issue swiftly, please email support@senganthal.com or message our studio WhatsApp with:
- Your order reference ID (e.g., SGT-KSR-261018-XXXX).
- Clear photographs or a brief unboxing video showing the damaged item and exterior packaging.
- A description of the defect or discrepancy.
- Remedy: Upon verification, Sengaanthal will promptly offer a priority replacement, an exchange, or a full or partial refund to your original payment method. We do not apply a blanket “no-refunds” refusal to genuine damage or defective claims.
4. Non-Delivery & Studio Cancellations
If Sengaanthal is unable to fulfill an accepted order due to unforeseen circumstances (such as extreme weather, natural botanical supply chain disruption, or inability to safely access the delivery venue), our team will contact you immediately. You may choose to reschedule delivery or receive a 100% full refund promptly processed to your original payment method.
5. Duplicate or Incorrect Payment Deductions
If your bank statement reflects a double charge for a single order, or if an amount was debited following an unsuccessful checkout attempt:
- Reconciliation: Please send your payment transaction ID, timestamp, and bank debit alert screenshot to support@senganthal.com.
- Resolution: We will cross-reference the payment ID with our Razorpay merchant dashboard. Any confirmed duplicate or unallocated collection will be initiated for immediate reversal.
6. Rental Cancellations & Security Deposit Refunds
Rental Cancellation & Rescheduling: Rental reservations require reserving inventory slots that cannot be booked by other patrons. Cancellations requested at least 48 hours before the reserved event start time are eligible for a 100% refund of the rental fee and security deposit. Cancellations requested between 24 and 48 hours prior are eligible for a 50% rental fee refund plus 100% deposit refund. Cancellations under 24 hours are non-refundable for the rental fee, but the security deposit is refunded in full.
Security Deposit Inspection & Return: If a security deposit was collected for a rental booking, items are physically inspected upon return. Provided all items are returned on time and in good condition without missing components, the security deposit is initiated for refund within 24 to 48 hours of check-in.
7. Refund Processing & Bank Credit Timeline
Approved refunds are initiated through our authorized server-side Razorpay workflow directly to the customer’s original payment method (e.g., source bank account, credit card, or UPI VPA).
* Important note: Submitting a refund request does not indicate the refund is completed. A refund is completed only when authorized and captured on the payment network, at which point an official refund reference ID will be provided to you.
8. Contacting Customer Support
For any questions regarding cancellations or refunds, our team is here to assist:
Email: support@senganthal.com
Phone: +91 94895 24455
Studio Address: Ground Floor, Innovation Technology Park, KSRCT, Tiruchengodu - 637215, Tamil Nadu, India
Operating Hours: Monday – Sunday, 08:00 AM – 09:00 PM IST