Returns and Refunds Policy

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Returns and Refunds Policy

Effective Date: November 10, 2025
Last Updated: November 10, 2025

At Navgraha.in (“we,” “us,” or “our”), operated by NAVGRAHA IN, Ahmedabad, we are committed to providing high-quality spiritual and religious products, astrological consultancy services, and live pooja sessions. This Returns and Refunds Policy explains our approach to returns, refunds, exchanges, and cancellations in compliance with Indian law, including the Consumer Protection Act, 2019, Google Merchant Center requirements, and applicable e-commerce regulations.

1. Policy Overview by Product Type

Our returns and refunds policy varies based on the type of product or service:

A. PERSONALIZED SPIRITUAL SERVICES (Non-Refundable)

  • Astrological consultation services
  • Live pooja and havan sessions
  • Personalized astrological reports
  • Custom-made spiritual items based on birth chart

Policy: Due to the personalized, time-sensitive, and sacred nature of these offerings, all bookings and purchases are FINAL and NON-REFUNDABLE once confirmed.

Reason: These services are tailored specifically to your astrological chart and birth details, scheduled according to auspicious muhurat (timings), and cannot be altered once preparations begin.

B. STANDARD PHYSICAL PRODUCTS (Return/Exchange Eligible)

  • Gemstones (non-personalized)
  • Yantras (standard, not custom-energized)
  • Malas and Rudraksha beads (standard)
  • Religious idols and spiritual items
  • Books and non-personalized merchandise

Return Window: You may return standard physical products within 14 days of delivery if:

  • The product is damaged or defective upon arrival
  • You received the wrong item
  • The product significantly differs from its description
  • The product has manufacturing defects

For damaged or defective items: Extended return window of 30 days from delivery applies.

Refund/Exchange Options:

  • Replacement with the same product
  • Exchange for a different product of equal value
  • Full refund to original payment method (processed within 7-10 business days)

C. DIGITAL PRODUCTS (Limited Refund)

  • E-books
  • Downloadable content
  • Digital astrological charts (non-personalized)

Policy: Once delivered electronically, digital products are generally non-refundable. However, if you experience technical issues preventing access, contact us within 48 hours for assistance or refund.

2. Return Conditions

To be eligible for a return, the product must:

  • Be unused and in original, undamaged packaging
  • Include all original tags, labels, certificates, and documentation
  • Have the original invoice or proof of purchase
  • NOT have been worn, energized, activated, or used in any rituals
  • NOT show signs of tampering or damage due to customer misuse

3. How to Request a Return or Refund

Step 1: Contact Us Within Timeframe
For standard physical products, you must contact us within 14 days of delivery (or 30 days for damaged/defective items).

Contact us at:

  • Email: na***********@***il.com
  • Phone: +91-9737816939
  • WhatsApp: +91-9737816939
  • Business Hours: Monday-Saturday, 10:00 AM – 7:00 PM IST

Step 2: Provide Required Information

  • Order number
  • Product name and description
  • Reason for return/refund
  • Clear photographs showing damage or defect (if applicable)

Step 3: Return Authorization
Our team will review your request within 24-48 hours and provide return authorization if eligible.

Step 4: Return the Product

  • Pack the item securely in its original packaging
  • Include all accessories, tags, and documentation
  • Ship to the address provided by our support team
  • Products must be unused and in resaleable condition
  • Always get tracking confirmation and keep proof of shipment

Step 5: Inspection & Verification

Once we receive your return:

  • We inspect the product condition (3-5 business days)
  • We verify the return meets our conditions
  • We notify you of approval or rejection status

Step 6: Refund Processing
Once we receive and inspect the returned item, refunds are processed:

  • PhonePe, Credit Card, Debit Card: 7-10 business days
  • Bank Transfer: 7-14 business days
  • Cash on Delivery: Store credit or bank transfer within 10 business days

4. Non-Returnable Items

The following items CANNOT be returned or refunded under any circumstances:

  • Personalized/custom-made products based on your birth chart
  • Energized gemstones and yantras prepared specifically for you
  • Completed astrological consultation sessions
  • Live pooja/havan sessions (once performed)
  • Digital products already downloaded/accessed
  • Products used, worn, or altered after delivery
  • Items without original packaging or tags
  • Products damaged due to customer misuse or negligence
  • Products marked as “Final Sale” or “Non-Returnable”
  • Gift cards or gift certificates
  • Custom or made-to-order items
  • Items activated, energized, or used in rituals

5. Refund Amount

  • Full product price is refunded
  • Shipping charges (₹99) are non-refundable, except for defective/damaged items where we bear all costs
  • Any discounts applied are reflected in the final refund amount

6. If Return is Rejected

  • We’ll explain the reason within 48 hours
  • Product will be returned to you FREE OF COST
  • No charges will be deducted

7. Return Shipping Costs

  • Defective, Damaged, or Wrong Product: We arrange and pay for return shipping
  • Change of Mind or Other Reasons: Customer is responsible for return shipping costs

8. Exchange Policy

For defective items, we can offer:

  • Replacement: Send a new item immediately (we bear all shipping costs)
  • Refund: Full refund of product price (shipping charges non-refundable unless item is defective)

Choose whichever option works best for you.

We also offer exchanges for products of equal or higher value subject to availability:

  • Product must be unused and in original condition
  • Exchange for same product (different size/variant) or different product of equal value
  • Price difference applies if exchanging for higher-value item
  • Excess amount refunded if exchanging for lower-value item

9. Damaged or Defective Products

If you receive a damaged or defective product:

  • DO NOT refuse the package – accept delivery
  • Document the damage with photos/videos immediately
  • Contact us within 48 hours with proof
  • We will replace the item FREE OF COST
  • No return shipping is necessary; we’ll send the replacement directly

10. Wrong Item Delivered

If you receive the wrong product:

  • Contact us within 14 days of delivery
  • We will arrange free pickup of the incorrect item
  • Correct item will be shipped at no additional cost
  • Full refund available if correct item is unavailable

11. Cancellation Policy

A. Personalized Services and Custom Products

NO CANCELLATION is permitted once booking is confirmed and payment is received. Preparations begin immediately, making cancellation impossible.

B. Standard Physical Products

Within 24 Hours: You may cancel your order within 24 hours of placing it for a full refund including shipping charges.

After 24 Hours: You may cancel your order before it has been shipped by contacting us immediately. Once an order has been dispatched, it cannot be cancelled. However, you may return it as per our Returns and Refunds Policy.

C. Cancellation by Us

We reserve the right to cancel any order in the following situations:

  • Product is out of stock or unavailable
  • Pricing errors or technical issues
  • Payment authorization failure
  • Suspected fraudulent transaction
  • Unable to deliver to the provided address
  • Unforeseen circumstances (illness, emergency, force majeure)

If we cancel your order, you will receive a full refund including shipping charges within 7-10 business days.

12. Special Cases

A. Personalized/Custom Orders

Custom gemstones or personalized jewelry may have different return terms. Check with our team before ordering.

B. Gift Purchases

If the item is a gift and doesn’t suit the recipient:

  • Contact us within the return window
  • Follow normal return process
  • We can’t process returns without the original receipt holder’s authorization

C. Bulk Orders

For bulk or wholesale orders, please contact our bulk sales team for custom return terms.

13. Partial Deliveries

If you receive only part of your order:

  • Contact us within 14 days
  • We will ship remaining items at no additional cost
  • Partial refund available for undelivered items if out of stock

14. Shipping Charges

Shipping Fee: A flat shipping fee of ₹99 applies to all orders across India, regardless of order value.

Shipping charges (₹99) are non-refundable in case of order cancellation or return, except when the product is damaged, defective, or incorrect.

For more details, please refer to our Shipping & Delivery Policy.

15. Consumer Rights Under Indian Law

We respect your rights under the Consumer Protection Act, 2019:

  • Right to receive products matching the description
  • Right to seek redressal for genuine defects
  • Right to file consumer complaints with appropriate forums
  • Right to fair treatment and transparent policies

However, personalized spiritual services may have different considerations than standard consumer goods due to their unique nature.

16. Google Merchant Center Compliance

This policy complies with Google Merchant Center requirements:

  • Clear return window specified (14 days for standard products, 30 days for damaged/defective)
  • Return/refund process clearly outlined
  • Contact information prominently displayed
  • Distinction between returnable and non-returnable items
  • Reasonable exceptions for personalized/custom products

17. Our Promise

  • No Questions Asked: Within 14 days for eligible items
  • Fast Processing: 3-5 days for inspection and approval
  • Transparent: Clear communication at every step
  • Hassle-Free: We make returns easy and straightforward

18. Legal Compliance

This Returns and Refunds Policy complies with:

  • Google Merchant Center Return Policy Requirements
  • India Consumer Protection Act, 2019
  • E-commerce Rules, 2020 (India)
  • Information Technology Act, 2000

19. Dispute Resolution

If you have a complaint:

  1. Contact our customer support team first
  2. We will attempt to resolve within 7-14 business days
  3. If unresolved, you may escalate to consumer forums per Indian law
  4. Jurisdiction: Courts of Ahmedabad, Gujarat, India

20. Force Majeure

We are not liable for delays or non-performance due to:

  • Natural disasters
  • Pandemics or health emergencies
  • Government restrictions or lockdowns
  • Courier service disruptions
  • Technical failures beyond our control

In such cases, we will make reasonable efforts to fulfill obligations or offer rescheduling.

21. Contact Information

If you have any questions about this Returns and Refunds Policy, please contact us:

NAVGRAHA IN
301, Sarthak-2 Complex
Above Lalit Beauty Collection
Swastik Cross Road, C G Road
Navrangpura, Ahmedabad
380009, Gujarat, India

Email: na***********@***il.com
Phone: +91-9737816939
WhatsApp: +91-9737816939
Website: https://www.navgraha.in

Business Hours:
Monday to Saturday: 10:00 AM – 7:00 PM IST
Sunday: Closed

By making a purchase on Navgraha.in, you acknowledge that you have read, understood, and agree to this Returns and Refunds Policy.

This policy balances the sacred nature of our personalized spiritual services with fair consumer protection for standard retail products, ensuring compliance with both Indian law and Google Merchant Center requirements.

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