Last updated: 1 October 2026
1. When a claim may be reviewed
SBN will review genuine claims where an item is received damaged in transit, the wrong SKU/configuration is supplied, or the product is materially different from the confirmed description/specification.
2. What is not a general return ground
Change of mind, buyer ordering mistakes, slow-moving resale stock, resale performance, ordinary screen/photography colour differences, or minor handmade/finish variation within the confirmed description are not automatic return or exchange grounds.
3. Inspect promptly and keep evidence
Please inspect the parcel promptly on delivery. We strongly recommend recording one uninterrupted parcel-opening video showing the sealed outer parcel, shipping label and opening process. Keep the outer packaging, inner packaging and affected item until the claim is resolved. Clear photographs should also be provided.
4. Opening video
An opening video is the primary evidence requested for visible transit damage, shortages or incorrect goods. It is not stated as the only possible evidence where an issue could not reasonably be visible during opening; SBN may review other credible evidence.
5. Reporting window
Visible transit-damage, shortage or wrong-item issues should be reported as soon as possible and preferably within 48 hours of delivery, together with the order/SKU information and supporting evidence. A shorter operational window does not override mandatory rights that may apply under law.
6. Condition while a claim is reviewed
Please keep claimed goods unused, unworn, unaltered and with original packaging/tags where applicable. Do not return goods without SBN return instructions.
7. Review and remedy
SBN reviews the evidence first. Depending on the verified issue and applicable order terms, the appropriate remedy may be replacement, exchange, credit note or refund. A particular remedy is not guaranteed before verification.
8. Shipping damage
Please photograph visible damage to the outer parcel before discarding packaging. Where appropriate, SBN may need the buyer's cooperation with a carrier claim.
9. Mandatory rights
Nothing in this policy is intended to exclude rights or remedies that cannot lawfully be excluded under applicable law.
10. Start a claim
Email wholesale@sbnindia.shop or contact the SBN wholesale team on the order communication thread with the order reference, SKU/configuration, issue description and evidence.