Return, Refund & Exchange Policy

Last Updated: October 26, 2026

At Shiv Sutram, we want you to have a positive shopping experience. This policy explains how to request a return, replacement, exchange, or refund for an order placed through https://shivsutram.com/.

Please read the product description and applicable return conditions before placing your order.

1. Eligible Return and Replacement Requests

You may contact us if you receive a product that is:

Damaged during transit.
Defective or faulty.
Different from the product you ordered.
Missing from your confirmed order.
Significantly different from its advertised description.

Each request will be reviewed based on the circumstances, available evidence, the product listing, and applicable consumer-protection laws.

2. Reporting a Damaged or Incorrect Product

Please contact us as soon as possible after delivery, preferably within 48 hours of receiving the package, so we can investigate the issue promptly.

Please provide:

Your order number.
The name of the affected product.
A brief description of the issue.
Clear photographs of the product and its packaging.
An unboxing video, if available.

Keep the product and its original packaging until the request has been reviewed.

The absence of an unboxing video alone will not automatically determine the outcome of a claim. Each case will be assessed on its merits and applicable law.

3. Change-of-Mind Returns

Returns or exchanges for reasons such as a change of mind, personal preference, or ordering the wrong item are subject to the specific return conditions displayed on the relevant product page or otherwise communicated before purchase.

Please contact us before sending any product back. Do not dispatch a return without receiving return instructions from our team.

Nothing in this policy limits rights available to customers under applicable law.

4. Products That May Not Qualify for Return

Unless otherwise stated or required by applicable law, products may not qualify for a change-of-mind return if they have been:

Used, worn, altered, or damaged after delivery.
Returned without necessary components or accessories.
Damaged due to improper handling or care after delivery.
Returned without sufficient order information to identify the purchase.

For spiritual items, bracelets, beads, stones, and decorative products, minor differences in colour, pattern, texture, or appearance may occur due to the material, lighting, photography, or natural variation. Such differences will be assessed against the product description and images and do not automatically establish a defect.

These conditions do not exclude remedies for defective, damaged, incorrect, or misrepresented products where required by law.

5. How to Request a Return or Exchange

To submit a request:

Email info@shivsutram.com with your order number.
Explain whether you are requesting a return, replacement, exchange, or refund.
Attach relevant photographs and supporting details.
Wait for our team to review your request and provide instructions.
If approved, follow the return or collection instructions provided.

Please do not send products to an address that has not been confirmed by our team.

6. Refund Eligibility and Processing

Refunds may be approved for eligible cancellations, accepted returns, damaged or defective products, incorrect deliveries, or other circumstances requiring a refund under applicable law.

Once a refund is approved:

Prepaid order refunds will generally be initiated to the original payment method.
The time taken for the refund to appear may depend on the payment provider, bank, or financial institution.
For Cash on Delivery orders, we may request appropriate bank or UPI details to process an approved refund securely.
We will communicate any additional information required to complete the refund.

Refunds will be processed within the applicable legal timeframe and the timeframe communicated when the request is approved.

7. Exchange and Replacement

Exchanges and replacements are subject to product availability and eligibility.

If the requested replacement is unavailable, we will contact you regarding an appropriate alternative or refund, as applicable.

A replacement will be arranged only after the claim is reviewed and approved.

8. Return Shipping Charges

Where a return or replacement is approved because the product was defective, damaged, incorrect, or otherwise not as described, we will communicate the appropriate return shipping arrangement in accordance with applicable law.

For other approved returns, responsibility for return shipping charges will be communicated before the return is arranged.

No undisclosed return fee will be imposed.

9. Order Cancellations

Cancellation requests are handled under our order cancellation terms and the stage of order processing.

If an order has already been dispatched, cancellation may no longer be possible through the normal cancellation process. You may contact us to discuss the available options under this policy and applicable law.