Returns, Refunds & Customer Conduct Policy

OnlineSikhStore Ltd – Trusted Sikh Store UK Since 2005

At OnlineSikhStore Ltd, we are committed to serving the Sangat with fairness, honesty and responsibility.

We accept genuine returns within the conditions below. However, we reserve the right to protect our business, staff and customers from misuse, abuse or exploitation of our policies.

Please read this policy carefully before placing your order.

1. 30-Day Return Eligibility

Returns for refund or size exchange are accepted within 30 days from the date of sale.

Before returning any item, you must contact us to obtain a Return Merchandise Authorisation (RMA).

The RMA is usually your order number (starting with #).

Returns sent without authorisation may not be processed.

Customised or personalised items are excluded (see Section 14).

2. Damaged, Defective or Incorrect Items (48–72 Hour Rule)

Any claim relating to:

• Transit damage
• Missing items
• Incorrect item received
• Manufacturing defect
• Size issue

Must be reported within 48–72 hours of confirmed delivery.

Claims made after this period will not be accepted as transit-related.

Clear photographs of:

• The item
• The packaging
• Shipping label

Must be provided.

3. Return Address

All UK and international returns must be sent to:

OnlineSikhStore
33 Cloisterham Road
Rochester
Kent ME1 2BW
United Kingdom

4. Return Instructions

Please enclose a slip including:

• Order number
• Full name and address
• RMA number (its usually order number starting with #)
• Reason for return
• Desired size (for exchanges)

✔ Always write your return address on the outer packaging.
✔ Pack items securely in original packaging.
✔ Include all gifts and enclosures.

5. Condition of Returned Items

Returned items must:

• Be unused, unworn and unwashed
• Be in original packaging
• Have all tags intact
• Be free from smells (smoke, perfume, sweat, pets)
• Be free from hair, stains or damage

❌ Used or worn items will be disposed of for hygiene reasons and no refund or exchange will be issued.

Non-Returnable Items

The following items are strictly non-returnable and non-refundable, unless they are confirmed faulty within 48–72 hours of delivery:

• Customised or personalised items
• Books removed from their original transparent protective sleeve
• Gurbani Radios
• Micro SD cards
• Gurbani replacement cards
• Radio replacement batteries
• Paranda
• Kaintha
• Undergarments
• Hygiene-sensitive products

Digital, memory-based, or software-enabled items are non-returnable due to the risk of copying, duplication, or data extraction.

Gurbani Radios and related digital accessories are covered by a 30-day fault warranty only, starting from the sale date.

Returns for these items will only be considered if:

• The item is confirmed faulty
• The fault is reported within 30 days
• The item has not been tampered with
• Warranty Void stickers remain intact

Change-of-mind returns are not accepted for any digital or hygiene-sensitive products.

6. Natural Product Characteristics

Items such as:

• Sarbloh Karas
• Stainless Steel Karas
• Handmade wooden items

May contain minor grind marks, texture differences or surface variations.

These are part of the authentic manufacturing process and are clearly described in product listings.

They are not considered defects.

7. Shipping Costs & Return Labels

Return postage costs are the buyer’s responsibility.

We do not provide free return labels.

If a return label is requested:

• £4.49 will be deducted for UK returns
• International label costs will be deducted based on courier rates

Original shipping and packaging costs are non-refundable.

8. Postage & Royal Mail Guidelines

• Use correct size and weight postage
• Keep proof of posting
• We do not accept postage-deficit parcels
• Underpaid parcels will be returned

Royal Mail rule:
Any envelope over 5mm thickness is classed as Large Letter.

Our padded envelopes exceed 5mm even when empty.

Please return items in similar packaging to avoid incorrect postage.

9. International Returns

• CN22 must be completed correctly
• Parcel must be marked “Returns to Seller”

Any customs charges due to incorrect declaration will be deducted from refund.

10. Refunds & Restocking Fees

Refunds are calculated as:

Item value minus original shipping and packaging costs.

This deduction appears as a Restocking Fee.

Maximum restocking fee: Up to 25% of item value.

This covers:

• Third-party storage
• Administrative handling
• Inspection and processing
• Payment processing charges
• Repackaging and relabelling

Refunds are processed within 24–48 hours of receipt (weekend returns processed Monday).

Restocking fees do not apply where we have made an error.

11. Store Credit & Bank Refunds

Refunds are issued as Store Credit by default.

Store Credit can be used on any product.

Agreed bank refunds may take 2–3 working days.

12. Transit Damage During Return

Buyers are responsible for secure packaging.

Transit damage may result in deduction.

Buyers should claim damage from the courier used.

Tracked return shipping is strongly recommended.

13. Books – Special Conditions

Books must:

• Remain sealed in original transparent sleeve
• Be unopened and unused
• Have intact spine

Opened or read books are non-refundable.

14. Digital & Electronic Items

Gurbani Radios and replacement cards:

• Non-returnable for change of mind
• Covered by 30-day fault warranty

Do not tamper with warranty sticker.

15. Customised / Personalised Items

Customised or personalised items are strictly non-returnable and non-refundable.

This includes items:

• Made to order
• Engraved, altered or printed
• Custom-sized or produced to specification

Selecting customised options confirms acceptance.

16. Size Exchanges & Free Shipping Clarification

For size or colour swaps:

Buyer must pay:

• Return shipping
• Shipping cost of replacement item

You may include:

• Prepaid self-addressed envelope
OR
• Shipping fee for replacement dispatch

Free UK shipping is a goodwill privilege for customers intending to keep their purchase.

It is not a sizing trial service.

Repeated size guessing may result in restrictions.

17. Inspection & CCTV Recording

All returns are opened under CCTV recording.

This protects both customer and business.

Incorrect or substituted items may result in refund refusal.

18. Fraud Prevention & Chargebacks

We reserve the right to refuse returns where:

• Items appear worn
• Different items are substituted
• Policy loopholes are exploited

If a chargeback is initiated without contact:

We will provide:

• Proof of delivery
• Communication history
• Inspection reports
• CCTV evidence

Unfounded disputes will be contested.

19. Communication & Office Hours

Customer support hours:

Monday–Friday
9:00 AM – 5:00 PM (UK Time)

Weekend queries answered next working day.

The most recent message will be answered.

Repeated chain messages may be filtered.

Abusive behaviour will not be tolerated and may result in blocked communication.

20. No Cold Calling & Appointment Policy

We operate separate dispatch, storage and query handling locations.

We do not accommodate:

• Unscheduled walk-ins
• Doorstep visits without appointment
• Cold calling

In-person returns or swaps are strictly by prior appointment.

Storage retrieval requires advance arrangement.

Unscheduled visits may be declined for operational and security reasons.

Appointments must be arranged via:

📧 info@onlinesikhstore.com
📱 +44 7883 024604

Final Notice

OnlineSikhStore Ltd reserves the right to refuse returns or service where this policy is not followed.

We accept genuine returns fairly.
We do not tolerate misuse, abuse or exploitation of our policies.