Website: https://sahebiana.com/
Business: Sahebiana
Applicable Jurisdiction: India
Effective Date: 1 November 2026

Sahebiana is a multi-vendor e-commerce marketplace that connects customers with independent sellers and vendors. These policies explain the procedures for order delivery, cancellation, returns, replacements, refunds, customer complaints and vendor payment settlements.

By placing an order or registering as a Vendor on Sahebiana, you agree to the applicable terms outlined below, subject to your statutory rights under Indian law.

1. Shipping & Delivery Policy

1. Sahebiana works with registered Vendors, courier companies and logistics partners to deliver products to customers across its supported delivery locations in India.
2. Orders are generally processed after successful payment confirmation or confirmation of a Cash on Delivery (COD) order.
3. Estimated dispatch and delivery timelines may vary depending on product availability, Vendor processing time, delivery location and courier service.
4. The estimated delivery date or delivery timeline will be communicated or displayed during the ordering process, wherever available.
5. Customers will receive order and shipment updates through available communication channels, including email, SMS or WhatsApp.
6. Shipping charges, if applicable, will be displayed before order confirmation. Any applicable additional charges must be disclosed before purchase.
7. Customers are requested to provide accurate delivery addresses and contact details. Additional delivery attempts or charges arising from incorrect information or customer unavailability may be subject to courier terms and applicable law.
8. If a shipment is delayed, lost, damaged in transit or incorrectly delivered, customers may contact our support team for assistance.
9. For orders containing products from multiple Vendors, items may be shipped separately and may arrive at different times.
10. Delivery timelines may be affected by unforeseen circumstances, including natural disasters, extreme weather, transport disruptions, government restrictions or other force majeure events.

2. Order Cancellation Policy

1. Customers may request cancellation before the order is dispatched by contacting Sahebiana customer support or using the available cancellation facility.
2. Once an order has been dispatched or handed over to the courier, cancellation may not be possible. Customers may instead request a return in accordance with our Return & Replacement Policy.
3. Sahebiana and its Vendors reserve the right to cancel an order in circumstances including:
   • Product unavailability.
   • Incorrect product pricing or listing information.
   • Suspected fraudulent transactions.
   • Payment verification failure.
   • Delivery service unavailability.
   • Other legitimate operational or legal reasons.
4. If an order is cancelled after payment has been received, the eligible amount will be refunded through the original payment method, wherever supported.
5. For Cash on Delivery orders, no payment refund is required if the customer has not made any payment.
6. Any cancellation charges, where legally permissible, will be disclosed before the customer confirms the order. No cancellation charge will be imposed where prohibited by applicable consumer protection law.

3. Return & Replacement Policy

Sahebiana aims to ensure that customers receive products matching their order descriptions and specifications.

3.1 Eligible Return and Replacement Conditions

Customers may request a return, replacement or refund, as applicable, if:

• The product received is damaged or defective.
• The wrong product or incorrect variant has been delivered.
• The product is materially different from its description, specifications or advertised features.
• The product is incomplete or missing essential components.
• The product is found to be spurious or counterfeit.
• The product has another qualifying defect or deficiency under applicable consumer protection laws.

3.2 Return Request Procedure

1. Customers should submit a return or replacement request through their account or by contacting customer support.
2. Customers should provide the order number, reason for the request and supporting photographs or videos wherever reasonably available.
3. Customers are encouraged to report visible transit damage or incorrect deliveries within 48 hours of delivery to help with investigation and courier claims.
4. Our team or the relevant Vendor may review the request and arrange a return pickup, inspection or other appropriate resolution.
5. Returned products should, wherever reasonably possible, include their original packaging, accessories, labels, manuals and invoice.
6. A lack of original packaging or an inability to provide photographs will not automatically remove a customer’s statutory rights where the product is defective, incorrect or otherwise covered by applicable law.

3.3 Non-Returnable Products

Certain products may be marked as non-returnable due to their nature, hygiene requirements, perishability, customisation or other legitimate reasons.

Such restrictions will be disclosed on the relevant product page before purchase.

However, a non-returnable designation will not exclude remedies required under applicable law for defective, deficient, spurious, incorrect or materially misrepresented products.

3.4 Products Not Eligible for Change-of-Mind Returns

Where expressly disclosed on the product listing, change-of-mind returns may not be accepted for products that are not otherwise covered by a return entitlement.

A customer’s statutory rights will remain unaffected.

3.5 Inspection and Resolution

Sahebiana or the relevant Vendor may inspect returned products to verify the reported issue. Depending on the circumstances, an eligible request may result in:

• Replacement of the product.
• Repair, where appropriate.
• Full or partial refund, as applicable.
• Another mutually agreed lawful resolution.

4. Refund Policy

1. Refunds are processed after the relevant cancellation, return or refund request has been reviewed and approved.
2. Approved refunds will generally be initiated within 7 working days from the date of refund approval.
3. Refunds will normally be processed through the original payment method, wherever supported by the payment gateway or financial institution.
4. The actual time taken for the refunded amount to appear in the customer’s bank account, card or UPI account may depend on the payment gateway, issuing bank or payment service provider.
5. For Cash on Delivery orders, approved refunds may be processed through a verified bank account or another supported refund method.
6. Shipping charges and other order-related charges will be refunded where required by applicable law or where the relevant cancellation, return or refund is approved with such charges included.
7. In case of a partial refund, only the approved eligible amount will be refunded.
8. Customers will be informed of refund approval or rejection through available communication channels.
9. Sahebiana will not charge customers an additional fee merely for exercising a valid statutory right to a refund.

Important: Refund processing timelines are subject to payment gateway and banking procedures. Any delay beyond our control will be communicated to the customer where reasonably possible.

5. Grievance Redressal Policy

Sahebiana is committed to providing a transparent and accessible complaint-resolution process.

Customers and Vendors may contact us regarding:

• Order and delivery issues.
• Payment failures or duplicate payments.
• Cancellation and refund delays.
• Damaged, defective or incorrect products.
• Vendor-related complaints.
• Account and technical issues.
• Privacy and data protection concerns.
• Any other marketplace-related grievance.

Grievance Officer Details

Business Name: Sahebiana
Grievance Officer: Designated Grievance Officer, Sahebiana
Designation: Grievance Redressal Officer
Email: info@sahebiana.com
Phone: +91 90886 00999 / +91 90887 00999
Business Address: Baruipur, Kolkata – 144, West Bengal, India.
Website: https://sahebiana.com/

Complaint Resolution Procedure

1. Customers may submit complaints through email, phone or the available website support facilities.
2. Please provide your name, registered contact details, order number (if applicable) and a clear description of the issue.
3. Every consumer complaint will be acknowledged within 48 hours of receipt.
4. Sahebiana will endeavour to resolve consumer grievances within one month from the date of receipt, in accordance with applicable Indian e-commerce regulations.
5. If additional investigation is necessary, customers will be informed of the status of their complaint.
6. Complaints involving individual Vendors may be forwarded to the concerned Vendor for investigation and resolution. Sahebiana will continue to facilitate grievance redressal as required by law.

Customers may also approach the National Consumer Helpline or the appropriate Consumer Disputes Redressal Commission if their grievance remains unresolved.

6. Payment & Vendor Settlement Terms

Sahebiana facilitates customer payments and Vendor transactions through supported payment methods and authorised payment service providers.

6.1 Accepted Payment Methods

Depending on availability, customers may pay using:

• UPI.
• Credit cards.
• Debit cards.
• Net banking.
• Supported digital wallets.
• Cash on Delivery (COD).
• Other payment methods displayed during checkout.

Payment methods may vary depending on the payment gateway, transaction amount and delivery location.

6.2 Payment Security

Online payments are processed through integrated third-party payment gateways and financial institutions.

Customers must follow the payment provider’s authentication and security procedures.

Sahebiana does not request customers to disclose their UPI PIN, CVV, OTP or banking passwords to customer support personnel.

6.3 Vendor Commission and Deductions

Vendor settlements will be calculated based on the applicable Vendor Agreement and marketplace commercial terms.

The following amounts may be adjusted before settlement, where applicable and contractually agreed:

• Marketplace commission.
• Applicable GST on commission or services.
• Approved refunds and cancellations.
• Vendor-approved discounts or promotional contributions.
• Applicable shipping or logistics charges.
• Other agreed contractual deductions.
• Statutory tax deductions, including TDS, wherever applicable.

A transaction statement or settlement report may be provided to Vendors showing relevant order references, deductions and net payable amounts.

6.4 Vendor Payment Settlement Timeline

Sahebiana follows the following standard Vendor settlement schedule:

A. Successfully Delivered Orders

For orders successfully delivered to customers where no return, cancellation or refund request has been initiated by the customer, the eligible Vendor payment will be processed within 7 working days from the date of successful delivery.

B. Orders with Return or Refund Requests

Where a customer initiates a return or refund request, the corresponding Vendor settlement may be temporarily placed on hold until the request has been reviewed and resolved.

After the refund or return request is approved and the applicable financial adjustments are completed, any remaining eligible Vendor balance will be processed within 7 working days from the date of refund approval.

For fully refunded orders, no payment for the refunded portion will be payable to the Vendor. In the case of a partial refund, the remaining eligible balance will be settled after applicable adjustments.

C. Settlement Processing

Vendor settlements will be made through the registered and verified bank account or another approved settlement method.

The actual credit time may vary depending on bank processing, payment gateway settlement procedures, holidays and compliance verification.

6.5 Working Days

For this policy, working days mean Monday to Friday, excluding applicable bank holidays and public holidays.

The settlement timeline begins from the relevant qualifying event specified above.

6.6 Vendor Bank Account and Verification

Vendors must provide accurate bank account information and complete all applicable KYC and verification requirements.

Sahebiana may temporarily hold settlements if:

• Bank details are incorrect or incomplete.
• Vendor verification is pending.
• A transaction is under investigation.
• Fraud or suspicious activity is detected.
• A legal or regulatory restriction applies.
• A payment gateway or bank places a lawful restriction on the transaction.

Any such delay will be addressed as soon as reasonably possible, subject to the applicable legal and contractual requirements.

6.7 Failed Transactions and Duplicate Payments

If a customer’s payment is deducted but the order is not confirmed, the customer should contact Sahebiana with the transaction reference.

Duplicate payments or failed transactions will be investigated, and eligible refunds will be initiated through the relevant payment provider.

7. General Terms and Legal Compliance

1. These policies shall be governed by the laws of India.
2. Sahebiana operates as a multi-vendor marketplace, and individual Vendors are responsible for the accuracy, quality, authenticity, packaging and fulfilment of products offered by them, subject to the respective legal responsibilities of Sahebiana and each Vendor.
3. Nothing in these policies shall exclude, restrict or override any consumer rights or statutory remedies available under the Consumer Protection Act, 2019, Consumer Protection (E-Commerce) Rules, 2020, or other applicable Indian laws.
4. All product prices, applicable taxes, shipping charges, return conditions and relevant product information shall be disclosed to customers before purchase, as required by law.
5. Sahebiana reserves the right to update these policies to reflect changes in business operations, payment methods and applicable legal requirements. Updated policies will be published on this page.
6. Continued use of the Website after publication of an updated policy will be subject to applicable law and any consent requirements.

8. Contact Information

For any questions regarding shipping, cancellation, returns, replacements, refunds, complaints or Vendor settlements, please contact:

Sahebiana

Website: https://sahebiana.com/
Email: info@sahebiana.com
Phone: +91 90886 00999 / +91 90887 00999
Address: Sahebiana, KachariBazar, Baruipur, Kol-144, West Bengal, India.

Customer Support & Vendor Support

Our support team will assist customers and registered Vendors with their queries and concerns in accordance with these policies and applicable Indian laws.

Thank you for shopping and partnering with Sahebiana.