Policy Overview

At NamahSutra, every piece of spiritual jewellery is crafted using natural rudraksha and gemstones — making each creation unique in its appearance and energy. Due to the sacred and handcrafted nature of our products, we request customers to carefully review this policy before initiating any return, replacement, or refund request.

All return, exchange, or refund requests are reviewed on a case-by-case basis. NamahSutra reserves the sole discretion to approve or decline any such request that does not meet the conditions outlined in this policy.

Return Eligibility

Returns or exchanges are accepted only under the following qualifying circumstances:

• The product was damaged during transit, with visible packaging or product damage upon delivery
• An incorrect item was delivered — different from the product ordered

Videographic Proof Requirement

Due to the nature of spiritual jewellery and to protect both our customers and our brand from fraudulent claims, customers must provide clear videographic evidence of the product at the time of opening the package.

• The unboxing video must be continuous and unedited — from sealed package to product reveal
• The video must clearly show the outer packaging, seal, and product condition
• This video is mandatory for internal verification and evaluation of all return and exchange requests

Timeframe & Conditions

All return or exchange requests must be raised within the stipulated timeframe and under the following conditions:

• Requests must be submitted within seven (7) days from the date of delivery
• Products must be returned in their original, unused condition along with original packaging and certification
• Any tampering with the product, certification, or packaging will result in automatic rejection of the request

Authenticity Assurance

NamahSutra stands firmly by the authenticity and quality of all products sold on our platform. However, if a customer has genuine concerns regarding the quality or authenticity of a gemstone, they may have it independently tested.

The gemstone must be tested at a government-authorised, ISO-certified, or internationally reputed gemological institute (such as GIA, IGI, or a recognised government lab).

Products Not Eligible for Return

The following product categories are strictly non-returnable unless the item arrives damaged or incorrect:

• Custom-made or personalised jewellery
• Crystal Trees
• Rakhi products
• Products delivered exactly as ordered (no defect or error)
• Gift Cards of any denomination
• Custom-sized or personalised wearable items — including rings, bracelets, or jewellery made to specific measurements
• All products purchased during sales, promotions, or at discounted prices (final sale)

Refund Process

Once a return request is approved by our team, the refund will be processed as follows:

Cash on Delivery (COD) Orders

For COD orders exceeding ₹2,00,000, NamahSutra may request additional documentation — including PAN card details — for refund processing in compliance with applicable financial regulations.

• Refunds for COD orders will be issued only to the original recipient after identity verification
• Customers may be asked to provide bank details such as a cancelled cheque or passbook copy
• Any mismatch in records may result in refund delays or inability to process the refund

Prepaid Orders

For prepaid payments made via Credit Card, Debit Card, UPI, or Net Banking, approved refunds are typically credited within 5–7 working days of refund initiation.

Non-Acceptable Reasons for Return

Returns or exchanges will not be entertained for the following reasons under any circumstances:

• Change of preference or mind after purchase
• Minor surface imperfections or packaging concerns that do not affect usability or authenticity
• Slight variations in colour, size, or texture due to lighting, screen resolution, or the natural characteristics of gemstones and rudraksha
• Dissatisfaction with spiritual or energetic results — which are subjective in nature

Exchange Policy

Exchanges are permitted only for items that are defective or damaged upon delivery. All exchange requests must be raised within 7 days of receipt at support@namahsutra.com.

Videographic proof of the damaged item remains mandatory for all exchange requests — no exceptions.

If the exchange request is approved, the item must be shipped to our facility at:

Gift Orders

• If the item was marked as a gift and shipped directly to the recipient, a gift credit will be issued upon successful return approval
• If the item was not marked as a gift at the time of order, the refund will be processed only to the original purchaser's payment method

International Orders

For customers placing orders from outside India, the following additional conditions apply:

• Refunds, if applicable, are processed within 40–45 days to the original payment method following receipt and inspection
• Customs duties, VAT, import taxes, or similar charges are non-refundable and vary by destination country
• If an international shipment is refused or cancelled after dispatch, the customer bears all associated return shipping and customs costs
• Customers are responsible for providing accurate shipment details and declared values during international returns for smooth customs clearance

Delayed or Missing Refunds

If your refund has not been reflected within the stated timeline, please follow these steps before contacting us:

• Check your bank account statement for any pending credit
• Contact your card issuer or bank — posting times may vary by institution
• Allow 2–3 additional working days for the refund to reflect

Contact Us

For any return, refund, exchange, or policy-related queries, our customer support team is available to assist you. Please have your order number and unboxing video ready when reaching out for faster resolution.