On The Soil - Policies
Shipping Policy
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We process and dispatch all orders within 5-10 business days. Custom or personalized orders may take longer, depending on the complexity.
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Domestic shipping timelines vary between 5-15 business days, while international shipping may take 10-21 business days, subject to customs clearance.
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We provide tracking details once the order is shipped. Delays caused by courier partners or unforeseen circumstances are beyond our control.
Return & Exchange Policy
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Due to the handmade and customized nature of our products, we do not accept returns or exchanges unless the item arrives damaged.
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If your order arrives damaged, please contact us within 24 hours. Product opening video is mandatory(from showing the address and tracking on it clearly till the product is checked completely, without cutting or pausing the video) for any kind of complaints. Only then exchange/refund be initiated.
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Personalized or custom-made items are non-refundable.
Cancellation Policy
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Once an advance payment is made, cancellations are not allowed.
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Custom and personalized orders cannot be canceled once processing starts.
Privacy Policy
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We respect your privacy and ensure that all personal information collected during order placement is used solely for processing and delivering your order.
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We do not share, sell, or distribute customer information to third parties.
Payment Policy
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We accept online payments via UPI, net banking, Western Union Money Transfer, and other secure payment gateways. Credit/debit card payments are not available.
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Processing of the order will only start after the payment is received.
Cash on delivery (COD) is not available.
Custom Order
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Custom and bulk orders are subject to production timelines and additional processing time. Please contact us for details.
Contact Information
For any queries or assistance, please reach out to us at:
📧 Email: onthesoil@gmail.com
📞 Phone: +91 90722 20410, +91 90722 20411.
📍 Address: On The Soil, Top floor of Smile Plus Dental Clinic, Vayalikada Junction,
First floor, Primrose, Peroorkada, Thiruvananthapuram, Kerala 695005.
By placing an order with On The Soil, you agree to these policies. We appreciate your support and look forward to being a part of your special moments.