Returns, replacement and refund policy

What you can return

• Damaged in transit, wrong item, or an item materially different from its listing: replacement or full refund, our courier collects at no cost.
• Certified items (rudraksha, gemstones, sphatik, dakshinavarti shankh): returnable within 7 days if unused, with the certificate and packaging; we re-verify on receipt.
• Change of mind on unopened, unused items in original packaging: returnable within 7 days; return courier is deducted from the refund.
• Made-to-order pieces are returnable only for damage or a defect in making, since they are made for you.
• Not returnable for hygiene and ritual reasons once opened or used: consumables (incense, camphor, ghee, tilak, samagri), deity vastra and shringar, energised items after the video has been delivered, and services already performed.

How to raise a return

Message us on WhatsApp or write to care@shiwalay.com within 7 days of delivery with the order id, photographs and, for damage, the unboxing video. We confirm within one working day and arrange pickup where applicable.

Refunds

• Prepaid orders: refunded to the original payment method within 5 to 7 working days of the item reaching us and passing verification. Bank timelines may add 2 to 3 days.
• Cash-on-delivery orders: refunded to a UPI id or bank account you provide.
• Shipping and COD charges are refunded when the return is due to our error or transit damage; otherwise they are not.
• If a Razorpay payment is captured but the order fails, the amount is auto-refunded within 5 to 7 working days.

Cancellations

Cancel free of charge until the order is dispatched, from your order page or by WhatsApp. Made-to-order pieces can be cancelled within 48 hours of ordering; after the workshop begins, 30% of the price is non-refundable. Booked pujas and consultations can be rescheduled once; cancellation less than 24 hours before the slot is non-refundable.

Grievances

Consumer Protection (E-Commerce) Rules, 2020: our grievance officer is Swapnil Ravishankar Shiwalay, grievance@shiwalay.com, +91-99300-00541 (Monday to Saturday, 10 am to 6 pm IST). Complaints are acknowledged within 48 hours and resolved within one month.