Refund policy

You may request a return or exchange for an eligible, non-customised product within 7 calendar days of delivery.

To qualify for a return, the product must:

  • Be unused, unworn and in its original condition.
  • Be returned with the original packaging, tags, certificates, accessories and complimentary items.
  • Be free from scratches, damage, perfume, moisture, chemicals or signs of use.
  • Not have been altered, resized, repaired, polished or modified by the customer or any third party.
  • Be securely packed to prevent damage during return transit.

The return request must be approved by Divine Roopam before the product is shipped back. Products returned without prior approval may not be accepted.

2. Damaged, Defective or Incorrect Products

Please inspect your order immediately after delivery.

Contact us within 48 hours of delivery when:

  • The product arrived damaged.
  • You received the wrong product.
  • An item is missing from your order.
  • The product has a confirmed manufacturing defect.

Please provide:

  • Your order number.
  • Clear photographs of the product and packaging.
  • A complete parcel-opening or unboxing video, when available.
  • A brief explanation of the issue.

After verification, we may offer:

  • A replacement of the same product.
  • An exchange for another product.
  • Repair, where appropriate.
  • A full or partial refund.

When the issue is confirmed to be our error, Divine Roopam will bear the reasonable return and replacement shipping costs.

Damage caused after delivery through improper handling, pulling, impact, water, perfume, chemicals, storage or unauthorised repair will not be considered a manufacturing defect.

3. Natural and Handcrafted Product Variations

Rudraksha, Tulsi, Karungali and other natural beads may differ slightly in:

  • Colour and shade.
  • Surface texture and grain.
  • Shape and size.
  • Natural markings.
  • Bead alignment and spacing.

Handcrafted silver components may also show minor differences in finish, oxidation, carving or detailing.

These natural and handmade variations make each product unique and are not considered defects.

Product colours may appear slightly different because of photography, lighting and device-screen settings.

4. Silver Tarnishing and Product Care

Oxidation, tarnishing, darkening or gradual finish changes caused by regular use, moisture, sweat, perfume, chemicals, storage conditions or environmental exposure are not considered manufacturing defects.

To preserve your jewellery:

  • Keep it away from water, perfume and harsh chemicals.
  • Store it in a dry, airtight pouch or box.
  • Clean it gently with a soft silver-polishing cloth.
  • Avoid pulling, twisting or placing heavy objects on the mala.

Sterling silver requires proper care and may need periodic polishing to maintain its appearance.

5. Non-Returnable and Non-Refundable Products

Unless the product arrives damaged, defective or incorrect, returns are not accepted for:

  • Custom-made or personalised products.
  • Made-to-order jewellery.
  • Engraved products.
  • Products made according to a customer’s photograph, measurements or instructions.
  • Products with customised bead combinations, size, length, hook, finish, plating or design.
  • Altered, resized or repaired jewellery.
  • Products showing signs of use, damage or improper care.
  • Clearance, final-sale or specially discounted products where stated.
  • Gift cards.
  • Items returned without original packaging, certificates, tags or accessories.
  • Products purchased in bulk, wholesale or business-to-business orders, unless otherwise agreed in writing.

Custom and personalised goods are also commonly excluded from statutory cooling-off rights in the European Union and United Kingdom, although rights relating to defective or misdescribed products remain unaffected.

6. Spiritual or Personal Reasons

We respect that customers may purchase devotional products based on personal beliefs, astrology, spiritual guidance or religious practices.

However, a return cannot normally be accepted solely because:

  • A priest, astrologer, guru or spiritual adviser later advised against using the product.
  • The customer changed their spiritual preference.
  • The product did not create an expected spiritual, astrological or personal outcome.
  • The customer selected the wrong deity, bead type, mala length or product size.

Please review the product description and consult your spiritual adviser before placing the order.

Nothing in our product descriptions should be considered a medical, legal, financial or guaranteed spiritual-outcome claim.

7. How to Request a Return

To request a return, contact us at:

Email: divineroopam@gmail.com
WhatsApp: 6353398306

Include your:

  • Full name.
  • Order number.
  • Product name.
  • Reason for return.
  • Relevant photographs or video.

After reviewing the request, we will provide return approval and shipping instructions.

Do not send the product to the return address without receiving approval.

8. Return Shipping

Defective, Damaged or Incorrect Products

When the issue is verified as our responsibility, Divine Roopam will arrange or reimburse reasonable return shipping and provide a replacement or refund.

Change-of-Mind Returns

For an approved voluntary return:

  • The customer is responsible for return shipping.
  • Original shipping charges are non-refundable unless required by applicable law.
  • International duties, taxes and customs charges are non-refundable by Divine Roopam.
  • Where legally permitted, the actual outbound shipping cost may be deducted from the refund, including when the original order qualified for free shipping.

We strongly recommend using a trackable and insured courier service.

Divine Roopam is not responsible for return parcels that are lost, damaged or delivered to an incorrect address because of the customer’s chosen return courier.

Return parcels sent on a cash-on-delivery or freight-collect basis will not be accepted.

9. Return Inspection

Returned products are inspected after they reach us.

A return may be rejected, or a reasonable deduction may be made, when:

  • The product has been worn or used.
  • The product is damaged after delivery.
  • Parts, beads, packaging, tags, certificates or accessories are missing.
  • The item has been altered, repaired or polished.
  • The returned product does not match the item originally supplied.
  • The product’s value has been reduced because of improper handling.

We will notify you after the inspection has been completed.

10. Exchanges

Approved products may be exchanged for:

  • The same product.
  • A different size or variation, subject to availability.
  • Another product of equal or higher value.

When the replacement product costs more, the customer must pay the difference.

When it costs less, the remaining amount may be refunded or issued as store credit, depending on the original payment method and circumstances.

Shipping charges may apply to voluntary exchanges.

Only one voluntary exchange is permitted per order unless otherwise approved.

11. Refund Processing

Once the returned product has been received, inspected and approved, the refund will normally be initiated within 5–7 business days.

Refunds will be issued to the original payment method wherever technically possible.

For cash-on-delivery orders, the refund may be processed through bank transfer or UPI after the customer provides accurate payment details.

After we initiate the refund, the final credit time depends on the bank, card issuer, payment gateway or PayPal account. Shopify notes that refunds are generally returned through the original payment method and currency.

Divine Roopam is not responsible for delays caused by banks or payment providers after the refund has been successfully initiated.

12. Order Cancellation

You may request cancellation before the order is dispatched or before production begins.

Ready-to-Ship Products

An eligible order may be cancelled before dispatch. Once dispatched, it must follow the standard return process.

Custom or Made-to-Order Products

Customised, personalised and made-to-order products can be cancelled only before designing, manufacturing, engraving, plating, bead arrangement or other production work begins.

Once production has started, the order cannot be cancelled or refunded unless the finished product has a verified defect or does not match the confirmed specifications.

Payment-gateway or transaction charges that are not returned to us may be deducted where permitted by law.

13. Address Changes and Delivery Refusal

Customers are responsible for providing a complete and accurate delivery address, postal code, telephone number and email address.

When an order is returned because of:

  • An incorrect or incomplete address.
  • The recipient being unavailable.
  • Failure to complete customs clearance.
  • Non-payment of import charges.
  • Refusal to accept delivery.
  • Repeated unsuccessful delivery attempts.

The customer may be required to pay the return-to-origin and reshipping charges.

When a refund is approved for such an order, outbound shipping, return shipping, customs expenses and other non-recoverable courier charges may be deducted where legally permitted.

14. International Orders, Customs and Duties

International customers are responsible for any applicable:

  • Import duty.
  • Customs tax.
  • VAT or sales tax.
  • Brokerage or clearance fee.
  • Local government charge.

These charges are determined by the destination country and are not controlled by Divine Roopam.

Customs duties and taxes paid directly to authorities or courier companies cannot normally be refunded by Divine Roopam.

Failure or refusal to pay import charges does not automatically qualify the order for a full refund.

15. Delayed, Lost or Undelivered Shipments

Courier delays, customs inspection, flight disruptions, weather, remote-area service limitations and local delivery issues can sometimes affect delivery times.

Estimated delivery dates are not guaranteed unless expressly confirmed in writing.

If a shipment is officially confirmed as lost by the courier, Divine Roopam will offer an appropriate replacement or refund after the courier investigation is completed.

An order will not be considered lost solely because tracking has not updated for a limited period.

Please contact us so that we can raise an investigation with the shipping provider.

16. European Economic Area and United Kingdom Customers

Eligible consumers in the European Economic Area or United Kingdom may have mandatory cancellation or withdrawal rights for certain online purchases.

These rights commonly allow eligible customers to notify the seller within 14 days of receiving the goods, followed by an additional period to return them. Exceptions commonly apply to goods made to the customer’s specifications or clearly personalised.

Where mandatory local consumer law provides greater protection than this policy, that law will apply.

17. Statutory Consumer Rights

This policy does not limit any non-excludable rights available to customers under applicable consumer-protection law.

Indian consumers retain rights relating to safety, information, fair treatment and redressal under the applicable consumer-protection framework.

18. Contact Information

For return, exchange or refund assistance, contact:

Brand: Divine Roopam
Website: www.divineroopam.com
Email: divineroopam@gmail.com
WhatsApp: 6353398306
Business name: Divine Roopam

Please do not return a product without receiving written return approval.