Exchange Policy

1. No Returns, No Refunds

1.1 Rudravatika does not accept product returns for any reason, including but not limited to change of mind, incorrect selection by the customer, or dissatisfaction with the natural appearance of the product.

1.2 Rudravatika does not issue monetary refunds to the original payment method, bank account, UPI, or wallet, under any circumstances — including for damaged, defective, wrong, or incomplete items. All valid, eligible claims are resolved only through product exchange or store credit, as described in this policy.

1.3 By placing an order on our Site, you acknowledge and agree that your sole remedy for any eligible issue with your order is an exchange (or, at our discretion, store credit), and not a return or cash/monetary refund.

2. When You Are Eligible for an Exchange

We offer an exchange only in the following situations:

• The product you received is damaged or physically defective;
• You received the wrong item (different from what you ordered);
• Your order is incomplete (an item is missing from your order);
• The product does not match the authenticity/certification stated on the product page.

3. When Exchange Is NOT Available

We do not offer an exchange in the following situations:

• Change of mind after placing the order;
• Dissatisfaction with the size, shape, color, or natural grain/texture variation of a Rudraksha bead (natural products vary — see Section 4);
• The product has been worn, used, or removed from its original sealed packaging;
• Custom-made, made-to-order, or personalized products (e.g., custom Siddh Mala combinations), unless received damaged or defective;
• Products purchased under a final sale, clearance sale, or offer explicitly marked "non-exchangeable" at the time of purchase;
• Any request raised after the exchange window mentioned in Section 5 has passed;
• Any request raised without the mandatory unboxing video described in Section 6.

4. Natural Product Variation Is Not a Defect

Rudraksha is a natural seed, not a manufactured item. Every bead has its own unique surface texture, grain ("mukh") lines, size, and color tone. Minor variation between the product delivered and the reference photo on our Site is normal, is part of what makes the product authentic, and does not qualify for an exchange.

5. Exchange Window

5.1 All exchange requests must be raised within 48 hours of delivery.

5.2 Requests raised after this 48-hour window will not be accepted under any circumstances, as our courier partners require prompt reporting of any transit-related damage.

6. Mandatory Unboxing Video

To be eligible for an exchange, you must provide a clear, continuous, unedited unboxing video showing:

1. The sealed package before opening (Order ID / shipping label visible, where possible);
2. The package being opened for the first time, without cuts, edits, or pauses;
3. The condition of the product(s) inside immediately upon opening.

Requests submitted without this video will be declined, as we have no other way to verify the condition of the product at the time of delivery.

7. How to Request an Exchange

7.1 Within 48 hours of delivery, contact us at [support email] or [WhatsApp/phone number] with:

• Your Order ID / Order number;
• A clear description of the issue;
• Photographs of the product and outer packaging;
• The mandatory unboxing video (Section 6).

7.2 Our team will review your request within 2–3 business days and respond with a decision.

7.3 If approved, we will share instructions for shipping the item back to us (where a physical return of the faulty item is required before we dispatch the exchange), along with the process and expected timeline for your replacement.

7.4 Items sent back for exchange must include all original packaging, tags, and certificates, and must be unused (except in the case of a manufacturing defect).

8. Exchange Fulfilment

8.1 Once your exchange request is approved and (where applicable) the original item is received and inspected by our team, we will dispatch a replacement of the same product within 5–7 business days, subject to stock availability.

8.2 If the same product is out of stock: We will offer you the choice of either (a) waiting until the product is restocked, or (b) selecting an alternate product of equal value, or (c) store credit valid for future purchases on our Site. No cash refund will be issued in any scenario.

8.3 Shipping charges for an approved exchange (both the return of the faulty item and dispatch of the replacement) are borne by Rudravatika. Shipping charges for exchange requests outside our error (where we choose, at our discretion, to accommodate a courtesy exchange) may be borne by the customer.

9. Order Cancellations

9.1 Orders may be cancelled free of cost only before dispatch, by contacting us at [support email/phone] with your Order ID. Since we do not issue cash refunds, cancellations made before dispatch (for prepaid orders) will be settled as store credit, redeemable on your next purchase.

9.2 Once an order has been dispatched, it cannot be cancelled. If delivery is refused without a valid reason (damage/defect/wrong item), the order will be treated per Section 3 (not eligible for exchange), and no store credit or exchange will be provided for refused COD/prepaid deliveries.

10. Non-Exchangeable Items

The following are never eligible for exchange, regardless of when the request is raised:

• Worn, used items, or items with tags/seals removed;
• Custom-made or personalized products;
• Items marked "final sale" or purchased under clearance offers;
• Any product where the issue reported is natural variation as described in Section 4.

11. Wrong Address / Refused Delivery

If a package is returned to us (RTO) due to an incorrect address provided by you, refusal to accept delivery without a valid reason, or non-availability at the delivery address across multiple attempts, we reserve the right to deduct actual shipping/RTO charges from any store credit issued, or to decline further exchange on that order.

12. Store Credit Terms

12.1 Where store credit is issued in lieu of an exchange (e.g., due to stock unavailability or an approved pre-dispatch cancellation), it will be issued as a coupon code or account credit equal to the value of the affected item/order.

12.2 Store credit is valid for [e.g., 6 months] from the date of issue and can be redeemed against any product on the Site. Store credit has no cash value and cannot be withdrawn, transferred, or exchanged for money.

13. Statutory Rights

Nothing in this policy limits any right you may have under the Consumer Protection Act, 2019, and applicable e-commerce rules in India that cannot be excluded by agreement. Where a monetary refund is legally mandated in a specific case (e.g., by a Consumer Forum or competent authority), we will comply accordingly.

14. Changes to This Policy

We reserve the right to amend this Exchange Policy at any time. Updates will be posted on this page with a revised "Last Updated" date and will apply to orders placed after the change is published. We recommend reviewing this page before every purchase.

15. Contact Us

For all exchange requests or questions about this policy:

Rudravatika Email: [support email] Phone / WhatsApp: [phone number] Support Hours: [e.g., Monday–Saturday, 10 AM – 6 PM] Address: [registered business address]