Refund policy

 

Adya Samarth Venture Private Limited | DivyaMandir.com

Effective Date: May 11, 2025

At DivyaMandir, every product is carefully packed and quality-checked before dispatch. Given the fragile nature of many of our products, this policy ensures fair and transparent resolution of all return, refund, and damage matters - protecting both genuine customers and the integrity of our operations. This policy forms part of our Terms of Service and should be read alongside our Shipping Policy.

 

QUICK REFERENCE - CLAIM WINDOWS

The table below summarises the applicable timeframes. All windows are calculated from the courier partner's confirmed delivery date and time.

 

Damage or defect visible at unboxing  →  Report within 12 hours of delivery

Wrong item delivered  →  Report within 48 hours of delivery

Change of mind (ready-to-ship only)  →  Request within 48 hours of delivery; 10% restocking fee applies

Cancellation  →  Within 1 hour of order confirmation, or before dispatch, whichever is later

Bulk order claims  →  Within 24 hours of delivery

 

IMPORTANT: An unboxing video is mandatory for ALL claims. No exceptions.

 

SECTION 1 – MANDATORY REQUIREMENTS FOR ANY CLAIM

The following requirements apply without exception to all claims - whether for damage, defect, wrong item, missing item, or change of mind returns. Failure to meet any of these requirements will result in the claim being rejected.

 

1.1  Unboxing Video - Mandatory for All Claims

A continuous, uninterrupted video recording of the unboxing process is mandatory for every claim. The video must clearly show:

•        The outer condition of the package before it is opened, including any visible damage to the packaging.

•        The unboxing process in full, from first cut or tear through to the product being fully revealed.

•        The condition of the product as first seen, including all sides and any damage or discrepancy.

 

The video must be recorded in a single take without cuts, pauses, or interruptions. Claims submitted without a valid, continuous unboxing video will not be accepted under any circumstances, regardless of the nature of the issue or the customer's purchase history.

 

This requirement exists because our products are fragile and packaging damage can occur in transit. The unboxing video is the most reliable way for us to verify the condition of the product at delivery and resolve genuine claims quickly and fairly.

 

1.2  Reporting Timeframes

All claims must be reported by emailing refunds@divyamandir.com within the applicable window, calculated from the delivery date and time as confirmed by the courier partner's tracking system:

•        Damage or defect claims: within 12 hours of courier-confirmed delivery.

•        Wrong item, missing item, or change of mind returns: within 48 hours of courier-confirmed delivery.

•        Bulk order claims: within 24 hours of courier-confirmed delivery.

 

Claims reported outside these windows will not be considered. It is your responsibility to check your delivery status promptly and act within the applicable timeframe. DivyaMandir is not responsible for delays in your awareness of delivery.

 

1.3  Product Condition

At the time the claim is raised, the product must be unused and in its original packaging. Any evidence of use, washing, alteration, or removal of original packaging (other than during the recorded unboxing) may result in the claim being rejected.

 

SECTION 2 – DAMAGE AND DEFECT CLAIMS (12-Hour Window)

2.1 Eligible Damage and Defect Claims

Subject to satisfying all requirements in Section 1, the following are eligible for a refund or replacement:

•        Products visibly damaged during transit, where the damage is clearly shown in the unboxing video.

•        Products with manufacturing defects visible upon first unboxing.

 

2.2 How to Report a Damage or Defect Claim

Email refunds@divyamandir.com within 12 hours of courier-confirmed delivery with the following:

•        Your order number.

•        Your unboxing video (attached or via a shareable link).

•        A brief written description of the damage or defect.

•        Photographs of the damaged product and packaging.

 

We will acknowledge your claim within one business day and advise on next steps. Approved damage claims will result in a replacement (subject to availability) or a refund. See Section 6 for refund deductions that may apply.

 

2.3 Damage Caused After Delivery

Damage that appears to have occurred after delivery - including products that have been dropped, knocked over, or mishandled by the customer - is not eligible for a claim. We assess all damage claims against the unboxing video to determine whether damage occurred in transit or post-delivery.

 

SECTION 3 – RETURNS WITHIN 48 HOURS

3.1 Wrong Item Delivered

If you receive an item that is different from what you ordered (wrong product, variant, size, or colour), you are entitled to a full return and replacement or refund at no cost to you, provided you report within 48 hours of courier-confirmed delivery with a valid unboxing video and photographic evidence of the incorrect item received.

 

3.2 Change of Mind Returns (Ready-to-Ship Items Only)

We accept change of mind returns for ready-to-ship items within 48 hours of courier-confirmed delivery, subject to the following conditions:

•        The item must be unused, undamaged, and in its original packaging.

•        A valid unboxing video must be available.

•        The return request must be initiated by emailing refunds@divyamandir.com within 48 hours of delivery.

•        A restocking fee of 10% of the product value will be deducted from the refund. This fee covers the cost of inspecting, repackaging, and restocking the returned item for resale.

•        Return shipping costs are the responsibility of the customer for change of mind returns.

 

Restocking fee waiver: If you prefer a store credit in place of a cash refund, the 10% restocking fee is waived. Store credit is valid for 12 months from the date of issue and can be used against any purchase on DivyaMandir.com. This option exists to make the returns process fair for both parties while encouraging you to explore other products in our range.

 

The restocking fee is charged because returned items require inspection, repackaging, and re-entry into inventory - each of which involves real operational cost. We keep this fee fixed at 10% to remain transparent and predictable. It will not vary based on negotiation or circumstance for change of mind returns.

 

Change of mind returns are not available for made-to-order or custom items, sale items, or any product category listed as non-returnable in Section 5.

 

3.3 Return Process

Do not send items back without first obtaining approval. Unauthorised returns will not be accepted and may be returned to sender at the customer's cost. Once your return request is approved:

•        We will email you a return shipping label (for eligible returns where return shipping is covered by us) or instructions for self-arrangement.

•        Pack the item securely in its original packaging.

•        Drop off with the nominated courier within 3 business days of receiving the return label or instructions.

 

SECTION 4 – MADE-TO-ORDER AND CUSTOM ITEMS

Made-to-order and custom items (including non-bulk orders under 50 units) are not eligible for change of mind returns. Returns for these items are accepted only in cases of verified transit damage or manufacturing defects, subject to the 12-hour damage claim window and all requirements in Section 1.

 

Where a made-to-order claim is approved, we will offer a partial refund or replacement. Processing may take 15–28 business days depending on production schedules.

 

SECTION 5 – NON-RETURNABLE ITEMS

The following items are not eligible for return, refund, or exchange under any circumstances:

•        Perishable goods (food, flowers, plants).

•        Custom or personalised items (except for verified damage or defect claims).

•        Personal care and hygiene products.

•        Hazardous materials, flammable liquids, or gases.

•        Gift cards.

•        Items purchased on sale or at a promotional discount (see Section 7).

•        Items with no valid unboxing video.

•        Items reported outside the applicable claim window.

 

SECTION 6 – REFUNDS AND DEDUCTIONS

6.1 Refund Deductions

Approved refunds are subject to the following deductions where applicable:

•        Restocking fee: 10% of the product value for change of mind returns. This fee is fixed and non-negotiable. It is waived entirely if the customer opts for store credit instead of a cash refund, or if the return is due to our error (damage, defect, or wrong item delivered).

•        Return shipping costs: deducted where the return is not due to our error.

•        Shipping and RTO charges: deducted for Return to Origin cases (see Shipping Policy).

•        Damage recovery charge: up to 50% of the product value where a returned item shows damage not attributable to transit or a manufacturing defect.

 

The net refund amount and applicable deductions will be communicated to you in writing before the refund is processed. You will have the opportunity to accept or decline. Declining means the item will be returned to you at your cost.

 

6.2 Refund Processing

Once a return is received and inspected, we will notify you of the outcome within 2 business days. If approved, your refund will be issued to your original payment method within 10 business days of approval. Please allow additional time for your bank or card issuer to post the credit.

 

If more than 15 business days have passed since we approved your return and you have not received your refund, contact us at refunds@divyamandir.com.

 

SECTION 7 – DISCOUNTED AND SALE ITEMS

Items purchased at a discounted or promotional price are treated as final sale by default and are not eligible for change of mind returns or exchanges. We may, at our sole discretion, consider refund or exchange requests for discounted items where there is a verified quality issue supported by a valid unboxing video. This discretion exists to protect against systematic abuse of heavy promotional discounts and will not be exercised to disadvantage genuine customers with legitimate quality complaints.

 

SECTION 8 – EXCHANGES

Exchanges are limited to the same item originally ordered (e.g., replacing a damaged unit with an identical unit). We do not process direct exchanges for different products or variants. If you wish to purchase a different product, please initiate a return for the original item and place a new order separately.

 

Replacements for verified damage claims are subject to stock availability. If the exact item is unavailable, we will offer a store credit or refund of equivalent value.

 

SECTION 9 – CANCELLATIONS

9.1 Standard Orders

You may cancel an order within 1 hour of receiving your order confirmation, or before the order is marked as dispatched and handed to the courier partner, whichever is later. Once both conditions have passed - i.e., more than 1 hour has elapsed and the order has been dispatched - cancellation is no longer possible.

 

This formulation ensures that customers always have a minimum 1-hour window to correct accidental purchases, wrong addresses, or incorrect variants, while allowing us to process and dispatch orders as quickly as possible without operational disruption.

 

To request a cancellation, contact us immediately at support@divyamandir.com with your order number. Given that we sometimes dispatch orders within a few hours of placement, we strongly recommend acting as soon as possible after placing your order if you need to make a change.

 

Orders cancelled within the permitted window are refunded in full. The refund will be initiated within one business day of cancellation confirmation but may take up to 10 business days to reflect in your account depending on your payment provider.

 

If your order has already been dispatched and you wish to return it, please refer to Section 3 of this policy after delivery.

 

9.2 Pre-Orders

Some products may be offered as pre-orders where the item is out of stock or not yet available. Full payment is collected at the time of placing a pre-order. You may cancel a pre-order at any time before it is fulfilled and dispatched. Once a pre-order has been fulfilled and handed to the courier, it cannot be cancelled, but you may request a return after delivery under the applicable terms in this policy.

 

Pre-order cancellations confirmed before dispatch are refunded in full within one business day of confirmation.

 

9.3 Discounted and Sale Orders

Cancellations of orders placed at a discounted or promotional price are accepted within the standard cancellation window in Section 9.1. However, once dispatched, discounted orders are treated as final sale and are not eligible for change of mind returns. See Section 7 for full details.

 

SECTION 10 – BULK ORDER CLAIMS

For B2B and bulk orders, risk of loss and damage transfers to the buyer upon courier-confirmed delivery. All bulk order claims must be reported within 24 hours of delivery and must include:

•        A full, continuous unboxing video covering the entire consignment from outer packaging through to product inspection.

•        A written itemised list of all damaged or missing goods with quantities.

•        Photographs of each damaged item and the outer packaging.

 

Claims that do not meet these requirements will not be accepted. Bulk order refund terms are subject to the individually negotiated transaction terms and may differ from standard B2C terms.

 

SECTION 11 – FRAUD PREVENTION AND CLAIM AUDITS

We reserve the right to audit any claim, including requesting additional evidence, courier tracking records, and delivery confirmation data. Indicators of fraudulent or abusive claims include but are not limited to:

•        Multiple claims across orders from the same customer or address.

•        Inconsistencies between the unboxing video and the stated damage.

•        Patterns of returns following heavy discount purchases.

•        Evidence of product use or tampering prior to the claim.

 

Where a claim is found to be fraudulent or made in bad faith, we reserve the right to reject the claim without refund, permanently ban the customer's account and cancel all pending orders, forfeit any outstanding store credits, and report the matter to the relevant authorities and pursue legal remedies under applicable law.

 

SECTION 12 – CONTACT

For all return, refund, damage, or exchange queries: refunds@divyamandir.com

 

For general order and shipping support: support@divyamandir.com

 

For bulk order queries: bulk@divyamandir.com

 

This policy is subject to change at our discretion. The most current version will always be available on DivyaMandir.com. This policy is governed by the laws of India. Any disputes are subject to the exclusive jurisdiction of the courts in Dehradun, Uttarakhand, India, in accordance with our Terms of Service.