Refund policy

Refund, Return & Exchange Policy – NamahSutra

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 the following policy before initiating any return, replacement, or refund request.

 

Return & Exchange Guidelines

While customer satisfaction is important to us, 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 if it does not meet the conditions outlined below.

Eligibility for Return or Exchange

Returns or exchanges are accepted only under the following circumstances:

  • The product was damaged during transit, or
  • An incorrect item was delivered

Mandatory Videographic Proof
Due to the nature of spiritual jewellery, customers must provide clear videographic evidence of the product at the time of opening the package. This video is essential for internal verification and evaluation.
Failure to submit the requested video proof will make the Company unable to process the return or exchange request.

 

Timeframe for Requests

  • All return or exchange requests must be raised within seven (7) days from the date of delivery.
  • Products must be returned in their original condition, along with original packaging and certification.
  • Any form of tampering with the product or certification will lead to automatic rejection of the request.

 

Non-Acceptance After Time Limit

Requests made after the 7-day window will not be considered under any circumstances.

 

Authenticity Assurance

NamahSutra stands firmly by the authenticity of its products. However, if a customer has concerns regarding quality, they may get the gemstone tested at a government-authorized, ISO-certified, or internationally reputed gemological institute.

  • If the gemstone is conclusively proven to be synthetic or artificial by such an institute, the customer will be eligible for a 100% refund, return, or exchange, as preferred.

Please Note:
Courier charges, taxes, VAT, customs duties, or similar charges are non-refundable.

 

Products Not Eligible for Return (Unless Damaged)

Returns or exchanges will not be accepted for the following categories unless the product arrives damaged:

  1. Custom-made or personalized jewellery
  2. Crystal Trees
  3. Rakhi products
  4. Products delivered exactly as ordered
  5. Gift Cards

Due to the risk of counterfeit substitution and the intrinsic nature of spiritual products, custom-sized or personalized wearable items (including rings, bracelets, or jewellery made to specific measurements) are strictly non-returnable.

Customers are advised to review product descriptions carefully or contact customer support prior to placing an order.

 

Refund Process

Once a return request is approved:

  • Refunds will be initiated to the original payment method within 10–12 working days, subject to bank processing timelines and public holidays.
  • Upon receipt and inspection of the returned product, customers will be notified via email regarding approval or rejection of the refund.

Important Note:
Refunds can only be issued to the original source of payment. This policy is mandatory to comply with legal and regulatory requirements.

 

Cash on Delivery (COD) Orders

For COD orders exceeding ₹2,00,000, NamahSutra may request additional documentation (including PAN details) for refund processing.

Refunds for COD orders will only be issued to the original recipient after 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, or Net Banking, approved refunds are typically credited within 5–7 working days.

While we make all reasonable efforts to process refunds promptly, NamahSutra shall not be held responsible for delays caused by banking systems, technical issues, or third-party service providers.

 

Non-Acceptable Reasons for Return or Exchange

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

  1. Change of preference or mind
  2. Minor surface imperfections or packaging concerns that do not affect usability
  3. Slight variations in color, size, or texture due to lighting, screen resolution, or natural material characteristics

Customers are strongly encouraged to review size charts and product descriptions carefully before placing an order.

 

Delayed or Missing Refunds

If your refund has not been reflected:

  1. Please check your bank account statement
  2. Contact your card issuer, as posting times may vary
  3. Reach out to your bank for further clarification

If the refund is still pending after these steps, please contact us at support@namahsutra.com.

 

Sale Items

All products purchased during sales or at discounted prices are final sale and are not eligible for return, exchange, or refund.

 

Exchanges

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

If approved, the item must be shipped to:
Tower K704, Nimbus Golden Palm, Sector 168, Noida – 201305, India

Videographic proof remains mandatory for all exchange requests.

 

Gifts

  • If the item was marked as a gift and shipped directly to the recipient, a gift credit will be issued upon successful return.
  • If the item was not marked as a gift, refunds will be processed only to the original purchaser.

 

International Orders (Outside India)

For international orders:

  • Refunds, if applicable, are processed within 40–45 days to the original payment method.
  • Customs duties, VAT, import taxes, or similar charges are non-refundable and vary by country.
  • If an international shipment is refused or cancelled after dispatch, the customer bears all associated return and customs costs.

Refunds will be initiated only after the returned product is received and inspected.

Customers are responsible for providing accurate shipment details and declared values during international returns to ensure smooth customs clearance.

 

For any additional questions or assistance, please contact us at
📧support@namahsutra.com

We appreciate your trust in NamahSutra and are always here to support you.