Refund & Cancellation Policy
1. Overview & Dual Operations Model
At Sahas Aiding Hearts Foundation (SAHF) (operating heartofsahas.org) and our supporting social pet-brand Sahas Ki Dukaan (sahaskidukaan.com), we maintain transparent, ethical, and RBI-compliant financial practices.
Because our platform manages both charitable non-profit contributions (voluntary donations for street animal medical treatments) and e-commerce transactions (pet supplies and food), distinct rules apply to each category as detailed below.
2. NGO Donations & Financial Contributions
Voluntary donations directly support emergency surgeries, medical care, shelter maintenance, and daily stray animal feeding drives.
Donation Refund Terms
- General Policy: Because donations are immediately allocated toward emergency medicines and life-saving operations, contributions are generally non-refundable once processed.
- Duplicate / Erroneous Deductions: If an unintended duplicate transaction occurs due to a technical error or server glitch, please notify us within 5 working days with transaction reference IDs and payment receipts.
- 80G Receipt Adjustments: If a tax receipt has already been generated and reported to the Income Tax Department under Form 10BD, reversals are subject to statutory tax auditing compliance.
3. Store Order Cancellation (Sahas Ki Dukaan)
Customers purchasing pet supplies or nutrition items through Sahas Ki Dukaan may cancel orders under the following conditions:
Orders can be cancelled free of charge if requested before handing over to courier partners (typically within 4–6 hours of order placement).
Once dispatched with tracking numbers, orders cannot be cancelled in transit. Customers can request a standard return upon delivery if eligible.
4. Returns & Replacement Criteria
We take quality and pet safety seriously. We provide easy replacements or refunds under these specific verified scenarios:
- Damaged in Transit: The packaging or internal contents arrived torn, broken, or spoiled.
- Expired / Defective Products: The delivered item is past its expiration date or defective.
- Incorrect Item Received: The item delivered differs in size, brand, or flavor from the confirmed order details.
*Note: You must notify our support desk within 48 hours of delivery along with unboxing photos or videos to initiate a return pickup.
5. Refund Processing Timelines & Methods
Once your return is received, inspected, or your duplicate donation request is verified by our accounts team:
- Original Payment Method: Approved refunds are credited directly back to the original payment source (UPI, Credit/Debit Card, Net Banking).
- Settlement Timeline: The refund will reflect in your bank account or card statement within 5 to 7 business days, subject to your bank's clearance cycles.
- Confirmation: An automated SMS / Email notification with the refund ARN (Acquirer Reference Number) will be shared once initiated.
6. Non-Returnable & Non-Refundable Items
For pet hygiene and health safety, the following items are strictly non-returnable:
- Perishable food items, cooked meals, or opened edible pet treat packages.
- Personalized / custom engraved pet tags and apparel.
- Veterinary prescriptions and medical supplies (unless delivered in damaged condition).
7. Customer Support & Dispute Desk
To request a cancellation, report a damaged order, or raise a donation query, please connect directly with our accounts and support team:
Sahas Support & Accounts Desk
Refunds, Order Tracking & Donation Assistance443,Shiv Nagar Colony, Paharganj, Tehasil- Sadar, Ayodhya,U.P., 224001
+91 6389141410 (Mon–Sat: 9:00 AM to 6:00 PM)