Return, Refund & Exchange Policy

1. When Are Returns & Exchanges Eligible?

Because our gemstones, certified Rudraksha beads, and sacred jewellery require careful quality verification and handling, our return and exchange policy is designed to protect you from genuine issues while preventing fraudulent substitution. A claim is eligible strictly in the following cases:

• Damaged in Transit: The product or its setting was physically cracked, broken, or damaged during courier transportation.
• Defective Specimen: The product exhibits a structural manufacturing flaw not disclosed in the listing or gemological report.
• Wrong Product Received: The item delivered differs in SKU, carat weight, or category from the order invoice.
• Materially Different: The physical item differs substantially and materially from the published laboratory certificate or specification.

2. Non-Eligible Situations (Change of Mind)

We do not accept returns or exchanges for ordinary change of mind or subjective preferences, including:

• Customer simply changed their mind after delivery.
• Customer does not like the visual design, cut, or facet style despite matching catalogue specifications.
• Personal astrological preference changes after receipt.
• Customer selected the wrong ring size or talisman dimension where accurate measurements were listed.
• Customer expected different metaphysical or spiritual sensations (see our Astrological Disclaimer).
• Items where the security tag, laboratory seal, or tamper-evident band has been cut, altered, or detached.
• Custom-engraved rings or personalized silver talisman settings customized to customer specifications.

3. Photographic & Unboxing Video Evidence

To safeguard authenticity and ensure expedited resolution:

• Customers must upload clear photographs depicting the reported damage or defect from multiple angles.
• An unboxing video showing the sealed courier flyer, tamper-evident tape, and specimen removal is strongly recommended and expedited for transit claims.
• All original laboratory certificates, authenticity guarantee cards, presentation cases, and accessories must remain intact.

4. Review & Condition Assessment

Upon submission of your request through the portal, our gemological care team reviews the claim against our high-definition pre-dispatch archival records within 24 to 48 business hours. You will receive real-time status updates in your account (Under Review, Approved, or Rejected with explanatory notes).

5. Replacement Exchanges

If an exchange is approved, replacement is subject to current inventory availability. If an identical or equivalent replacement item of comparable specifications is available in our inventory, it will be dispatched upon receipt and inspection of the returned parcel. If no equivalent specimen is available, a full refund will be offered.

6. Return Shipping & Reverse Pickup Charges

• Seller-Caused Issue (Damage / Defect / Wrong Shipment): Astro Ratna will arrange a fully insured reverse courier pickup at zero cost to the customer. The customer is never penalized or charged return shipping fees for valid claims resulting from transit damage or our operational error.
• Customer-Requested Return Permitted by Law: Where a return is requested by the customer and authorized under applicable policy or legal requirements, actual reverse courier logistics charges may be deducted from the refund, provided this is clearly disclosed prior to authorization.

7. Refund Settlement Procedures & Timelines

Refunds are processed only after the returned specimen has been received at our New Delhi laboratory, inspected for seal integrity, and verified against the dispatch record:

• Prepaid Orders (Cards / UPI / NetBanking via Razorpay): The refund is credited back to the original payment source within 5 to 7 business days following laboratory verification.
• Cash on Delivery (COD) Orders: The refund is disbursed via secure NEFT / IMPS bank transfer to the customer's verified bank account within 3 to 5 business days of laboratory inspection.
• You will receive an official transaction reference number (UTR or payment gateway refund ID) upon execution.