Return, Exchange and Cancellation Policy

SYBARIS is committed to delivering products of the highest quality and craftsmanship. This Return, Exchange and Cancellation Policy sets out the specific terms and conditions governing returns, exchanges, and cancellations, and is intended to ensure clarity, fairness, and consistency for both customers and the brand.

Terms of Return/Exchange

·       A return for refund or exchange request must be initiated within seven (7) days from the date of delivery

·       Any eligible return for refund or exchange request can be made once only against a product.

·    SYBARIS or its seller reserves the right to reject a return for refund or exchange where, upon verification, the returned product is found to be used, damaged, incomplete, altered, or otherwise not in compliance with the conditions set out in this Policy, except where the condition complained of is the basis of an eligible claim under this Policy or applicable law. Any product rejected on such grounds shall only be returned to the customer upon payment of the applicable re-shipping charges.

·     Customer Responsibility for Return Transit Packaging: Customers are strictly required to ensure that all returned items are securely and adequately packed in their original protective packaging, outer cartons, and cushioning to prevent damage during the return journey. SYBARIS and its sellers shall not be liable for any transit damage or breakage resulting from improper, inadequate, or loose packaging by the customer. Any returned item received damaged due to deficient or improper packaging constitutes a breach of these Terms, shall be disqualified from processing, and will only be returned to the customer upon payment of applicable re-shipping charges.

·       Returns for Discounted and Promotional Purchases:

In the event of processing a return for items acquired as part of a discount or offer, the refund amount is contingent upon adhering to the original terms of the promotion. The value of the discount applied will be adjusted proportionally to reflect the items retained.

• Partial Returns and Minimum Purchase Requirements: If a partial return causes the final value of the retained items to fall below the minimum purchase threshold required for the original offer, the full value of the applied discount will be deducted from the refund amount.

• For example: If a 10% discount was applied with a minimum purchase requirement of INR 5,000, and the return of an item brings the revised order total below INR 5,000, the 10% discount amount will be subtracted from the refund provided.

·       Promotions with Staggered Pricing: Returns for items purchased under a promotional structure with staggered pricing, the lowest promotional value will always be applied when calculating the refund.

·      Returns of Set Items: Returns for items offered as a unified "set" (e.g., items bundled within a single presentation box), returns must include all components of the original set. SYBARIS does not accept the return of individual items from within a set; the entire set must be returned to qualify for a refund or exchange.

·      The return for refund or exchange has to be in compliance with this website’s https://sybaris.in (website / platform) “return, exchange and cancellation Policy”, the return policy of the seller or the manufacturer of the product where applicable is made available on the Product page.

·      Any eligible and qualified request to return the item’s/products for refund or exchange shall be processed upon receipt of the product at our warehouse against which the exchange request has been raised and the same should be in compliance with the terms of return policy.

·     The returned products are subject to verification and quality checks by the SYBARIS and/or its sellers selling on https://sybaris.in (the website / platform) in order to determine the legitimacy of the complaint or return.

·      SYBARIS upholds rigorous standards of quality, inspection, and order fulfilment. In the rare instance that a consignment arrives damaged in transit, is materially different from the item ordered, or is received with missing components, notice must be submitted to SYBARIS Customer Care within forty-eight (48) hours of the recorded delivery of the shipment.

   To facilitate objective verification, claims must be accompanied by a continuous, uninterrupted, and unedited unboxing video recording. The recording must commence prior to unsealing the shipping package—clearly displaying the intact shipping label and package seal—and continue without interruption through the complete unpacking and inspection of the product and its contents. Supplementary photographic evidence of the product, outer packaging, shipping label, and the reported issue may also be requested where reasonably necessary.

     Failure to provide the required verification materials, submission of altered, edited, or incomplete recordings, or claims reported beyond the prescribed forty-eight (48) hour period may limit our ability to verify the claim and may result in rejection of the claim, subject to applicable law. Every claim shall be assessed individually on its own merits based upon the evidence submitted and the findings of our verification process. 

     Upon successful verification and written approval by SYBARIS, the Company may, at its sole discretion, arrange reverse logistics or issue return instructions solely for the purpose of inspection and resolution. Any such approval shall constitute a singleinstance exception to the Non-Returnable Policy and shall neither establish a precedent nor create a general right of return, replacement, refund, or exchange for products designated as Non-Returnable.

Non-returnable products:

• Wooden Temples and Wooden Crafted Items
•  Personalized, adjusted to fit, customized, engraved products and made to order products
• Innerwear, lingerie, socks, clothing freebies and swimsuits.
• Items made from glass
• Paintings
• Perfumes, personal and beauty care. 
• Products that have been used or installed. 
• Products with tampered or missing serial numbers, labels and tags. 
• Personalised or engraved products or resized products.    
• Product sold in sets or combination cannot be returned individually. 
• Perishable goods
• Any other product depending upon the Return Policy in force.
• Products expressly identified as "Non-Returnable" on the respective Product Detail Page

Approved Return Eligibility & Verification Procedure

Only claims that have been successfully verified and expressly approved by SYBARIS in accordance with this Policy shall qualify for return processing. The applicable procedure is set out below:

In the event you wish to return a product which is eligible for returns as per the Returns Policy, you should get in touch with the SYBARIS Customer Care team through call on 8750886886 seven days a week, from 10:00 a.m. to 6:00 p.m. or you can also reach us using the support@sybaris.in

• Upon receiving your claim, SYBARIS Customer Care shall verify its authenticity and nature. The mandatory unboxing video and any supporting photographs shall be reviewed as a part of the verification process. SYBARIS may request additional information where reasonably necessary. If the claim is found to be valid under this policy, the approved resolution shall be processed accordingly.

• It will take a minimum of 4-6 business days to process your request for return of products. 

• SYBARIS or its seller may arrange for a pick-up of the product through an assigned logistics service provider. You will receive an email or SMS notification on your registered email address or mobile number. 

• Acceptance of a sealed return parcel by the assigned logistics service provider at the time of pickup is solely for the purpose of reverse transportation. Such pickup shall not constitute acceptance, approval, or quality clearance of the returned product by SYBARIS or its seller. The returned product shall remain subject to verification and quality checks upon receipt at the designated warehouse or return facility in accordance with this Policy. 

Return of Incorrect product:

SYBARIS will not be liable for the products returned by mistake. In the event where a product not belonging to the SYBARIS or its seller selling on https://sybaris.in (the website / platform) is returned by mistake, SYBARIS is not accountable for such misplacement and is not responsible for its delivery back to you or any costs incurred by you or any refund. 

Refusal of return request:

SYBARIS reserves the right to refuse or cancel any return request. If the request for returns is not allowed by the Returns Policy, you will not be refunded the amount paid for the product and will not be able to raise a second request for return for the same product. You acknowledge and accept that SYBARIS’s decision regarding the refusal or cancellation of a return request shall be taken in accordance with this Policy and shall be final, subject to applicable law. 

Frivolous and Fraudulent complaints: 

In the event of frivolous or baseless complaints or requests regarding the quality or content of the products or fraudulent return of a different or counterfeit product, SYBARIS reserves the right to take necessary legal actions against you and you will be solely liable for all costs incurred by SYBARIS in this regard. SYBARIS shall not be liable to re-ship a fraudulent return of a wrong or a different or fake or counterfeit product after rejection in quality check unless you pay for the re-shipping charges on demand and intimation of the same.

Guidelines of a Valid Exchange

Any eligible exchange request can be made once only against a product.

Any eligible and qualified request for the exchange shall be processed upon receipt of the product at our warehouse against which the exchange request has been raised and the same should be in compliance with the terms of return policy.

We request you to securely pack the products you wish to return and notify us so that we arrange to pick it up through our logistics partner.

SYBARIS or its seller reserves the right to reject an exchange where, upon verification, the returned product is found to be used, damaged, incomplete, altered, or otherwise not in compliance with the conditions set out in this Policy, except where the condition complained of is the basis of an eligible claim under this Policy or applicable law. Any product rejected on such grounds shall only be returned to the customer upon payment of the applicable re-shipping charges.

We will ship the replacement immediately for a qualified exchange request, In the instance that the item is unavailable, we will assist you in selecting an alternative. We are committed to a successful exchange and will collaborate with you to achieve a resolution that you are delighted with.

Process of Return:

You can process the return for refund or exchange requests directly from our website, if your item is within the return for refund/exchange window, please follow these simple steps:

1. Visit our website and sign in using the registered mobile/email-id you used to place your order.
2. Go to your account section and select the order you wish to return.
3. Follow the prompts to initiate the return or exchange process (as per applicability of the product purchased by you). Please verify the eligibility of your item from the product display page.

"Your prompt attention to any return for refund or exchange is appreciated and must occur within the 7-day window. We maintain this timeframe to uphold the integrity of our policy. If you find yourself unable to meet this deadline or have any questions, please reach out to us via email on support@sybaris.in for assistance. Our team is dedicated to providing you with excellent support and a seamless shopping experience with SYBARIS.

Refunds

While we endeavour to help you discover the perfect product within the SYBARIS collection. Should you ultimately decide that a refund is the best path forward, we will process your request with the utmost expediency and respect for your decision.

After successful receipt and quality checks of your returned item at our warehouse, the cost of the item will be processed for a refund. The process of initiating the refund will take 24-48 hours.

Refunds will be processed through:

Remittance to the same account used for making the digital payment. The amount usually hits the account within 48 hours however that TAT from banks is 5-6 working days.

Disclaimer

We take the utmost care in packaging, handling, and quality control to preserve the condition of your product during transit. In the rare event a delicate piece becomes dislodged in transit, we trust you will enjoy the simple, personal touch of restoring it by hand.

Each of our products is depicted with care and accuracy. While we cannot control the colour calibration of your device, we are confident you will be pleased with the true colour and quality upon arrival.

To the maximum extent permitted by applicable law, all the products, services, and information acquired through our website are provided on an 'as is' and 'as available' basis with no warranties except as stated in limited warranty cards and booklets accompanying specific products. To the maximum extent permitted by applicable law, SYBARIS and its affiliates hereby expressly disclaim all other warranties either express or implied, related to products, including, but not limited to, any warranty of title, accuracy, merchantability or fitness for a particular purpose, warranty of noninfringement, or any warranty relating to third party services. We make no representations or warranties that the quality of any products, services, information, or other material purchased or obtained by you will meet your individual expectations, or that any errors in the website will be corrected

Order Cancellation

Cancellation of an order can be done either by SYBARIS or by you. 

Cancellation by us:

• Failure to comply with any of these Terms. 
• Product is unavailable with the seller. 
• Technical errors or issues. 
• Invalid address is given in order details. 
• Malpractice is used to place the order. 
• Bulk order is placed for commercial resale. 
• Multiple orders are placed for same product at the same address. 

Where SYBARIS cancels an order in accordance with this Policy, the customer will be notified by email or SMS at the email address or mobile number provided to us. Any amount already paid for the cancelled portion of the order shall be refunded in accordance with the applicable refund terms, subject to applicable law.

Cancellation by You: 

You may cancel an order for any reason, although cancellation by you must be done before the product has been shipped for delivery to you. No cancellation is permitted subsequently. 

You can cancel an order, or part of an order where multiple products have been ordered. This can be done either by calling or emailing Customer Care Team or from “My Orders” sections on the Website. You should state the reason for such cancellation. SYBARIS will process the request for cancellation as per the policy in force. 

If an order has been successfully cancelled, you will be sent a confirmation email or SMS at the email address or mobile number provided to SYBARIS. 

Custom and made-to-order products are governed by Clause 10 (Made to Order and Custom Delivery) of the Terms & Conditions. Such products are non-cancellable once the order has been accepted and production has commenced, and any deposit or amount designated as non-refundable under Clause 10 shall remain non-refundable, except where otherwise required by applicable law.

SYBARIS may accept or reject a cancellation request in accordance with this Policy, the Terms & Conditions, and applicable law. Where a cancellation request is not eligible or cannot be accepted, SYBARIS will not be liable solely by reason of such rejection, except to the extent otherwise

required by applicable law.

You will receive a refund for your cancelled orders that have been accepted in accordance with the Refund Policy.