Refund policy

Return, Refund & Exchange Policy — Saadna Boutique

At Saadna Boutique, we carefully inspect and pack every order to ensure it reaches you in perfect condition. However, in rare situations where an issue occurs during transit or delivery, we are happy to assist you with a replacement or refund subject to the conditions below.

Mandatory Unboxing Video Requirement

To ensure a fair and transparent resolution process, an unboxing video is mandatory for all return, refund, exchange, or damage claims.

The video must:

  • Start before opening the package

  • Clearly show the sealed outer packaging

  • Continue without cuts or pauses

  • Clearly display the issue/damage found inside

Without sufficient proof through a proper unboxing video, no return, refund, or exchange request will be accepted.

External Package Damage During Delivery

We securely ship orders through our trusted courier partners. However, in rare cases, packages may get damaged during transit.

If the outer package appears:

  • torn

  • crushed

  • opened

  • wet

  • damaged in any way

customers must:

  1. Record a video before opening the package

  2. Clearly capture the external damage in the video

This helps verify that the damage occurred before delivery was accepted.

Failure to provide a proper video proof may result in rejection of the claim.

Product Damage / Incorrect Product Claims

If the outer package is intact but the product inside has issues such as:

  • Torn or physically damaged product

  • Discoloration or defects

  • Wrong product received

  • Wrong color received

  • Wrong size received

  • Missing items from a set

  • Customization requests not fulfilled
    (example: neckline, sleeve type, top length, etc.)

the customer must provide:

Mandatory:

  • Complete continuous unboxing video

Additionally Required:

  • Clear close-up photos showing the issue/damage

Return & Pickup Process

Once the issue is verified and approved by our team:

  • We may arrange a courier pickup for the product
    OR

  • Request the customer to courier the product back if pickup service is unavailable in the area

If the customer ships the product back themselves:

  • reasonable courier charges will be reimbursed upon proof of payment

Replacement & Refund Policy

For approved damage/incorrect product claims:

Preferred Resolution:

  • A fresh replacement of the same product will be sent

If the same product is unavailable:

  • Customer may choose another product of equal value
    OR

  • Full refund will be processed

Conditions for Approval

Claims may be rejected if:

  • Unboxing video is missing/incomplete

  • Video starts after package was already opened

  • Video is edited, paused, or unclear

  • Product appears used, washed, or altered

  • Claim is raised after unreasonable delay

Important Note

Saadna Boutique reserves the right to inspect and verify all claims before approving any replacement or refund request.