It was definitely not Sanjay's intention to hurt Ritu. But he says sorry. If Ritu were to express that she got hurt and Sanjay refused to acknowledge her hurt and kept saying that it was not his fault, it would seem absurd. We would say that even if it was not Sanjay's fault, he could say 'Sorry' as unintentionally Ritu did get hurt. And expressing the concern through the apology would make Ritu feel better.
Similar logic applies to emotional issues too.
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