Refund, Return, Replacement, Cancellation & Store Credit Policy

Brand: Astromudra
Contact Email: support@astromudra.com

By placing an order on Astromudra, you agree to this Refund, Return, Replacement, Cancellation & Store Credit Policy, along with our Terms of Service and any product-specific terms displayed on the product page, cart, checkout page, or order-related communication.

1. General Policy Position

Astromudra follows a strict no-return and no-cash-refund policy by default, except in limited circumstances expressly approved under this Policy or where required under applicable law.

As a general rule:

• orders are not cancellable as a matter of right
• products are not returnable for personal reasons
• approved relief, where granted, will ordinarily be provided in the form of:

1. 1. replacement, or
   2. store credit / discount coupon / gift code / wallet credit, depending on what is supported by the storefront

Cash refunds to bank account / UPI / card / original payment source are not the default remedy and will be issued only where:

• Astromudra specifically elects to do so, or
• such refund is required under applicable law, payment-partner rules, or platform rules

2. No Guaranteed Outcomes for Energy / Spiritual / Wellness-Oriented Products

Astromudra offers products that may be presented as spiritual, devotional, vastu-related, symbolic, lifestyle, wellness-oriented, or energy-oriented in nature.

Response to such products is inherently subjective and may vary from person to person.

Astromudra does not guarantee that any customer will:

• feel a specific “energy”
• feel an immediate shift, vibration, or sensation
• achieve wealth, luck, love, peace, protection, healing, focus, business growth, or any other personal outcome
• obtain the same experience, benefit, or result as any other customer
• experience any benefit within any specific timeframe

Accordingly, the following shall not qualify for cancellation, return, replacement, exchange, refund, or store credit:

• “I did not feel the energy”
• “The product did not work for me”
• “I did not get the expected result”
• “I did not feel any difference”
• “It did not suit my vibration / aura / belief / intention”
• “I expected stronger spiritual / energetic / vastu / astrological results”
• “I changed my mind after trying it”

Astromudra’s products are not medical devices, scientific instruments, or guaranteed-result products, and they are not a substitute for medical, legal, financial, psychological, or professional advice.

3. Order Acceptance and Fulfilment

All orders are subject to:

• payment confirmation
• fraud / risk review
• stock availability
• serviceability
• internal verification
• successful processing by logistics and payment partners

Astromudra reserves the right to:

• cancel or refuse any order
• request prepaid payment instead of COD
• restrict or disable COD for specific users, pincodes, orders, or risk patterns
• refuse service in cases of repeated abuse, fake orders, high-RTO history, harassment, refund abuse, or fraud risk

4. Cancellation Policy

4.1 Cancellation is not a right

Once an order is placed, it immediately enters one or more operational stages such as payment processing, fraud screening, stock blocking, packing preparation, manpower allocation, label generation, and courier planning.

Accordingly, a cancellation request is only a request and not a guaranteed right.

4.2 Cancellation request window

A customer may send a cancellation request shortly after placing the order, but Astromudra is under no obligation to approve it.

4.3 If Astromudra approves a cancellation

If Astromudra, in its sole commercial discretion, approves a cancellation before dispatch, then:

• the order value may be returned only as store credit / coupon / wallet credit / gift code
• such relief may be issued after deduction of non-recoverable charges, including but not limited to:

1. 1. payment gateway charges
   2. platform charges
   3. order processing charges
   4. packing and handling charges
   5. payment collection charges
   6. shipping reservation costs
   7. administrative costs

4.4 No cancellation after operational processing

No cancellation will ordinarily be permitted once the order has reached any of the following stages:

• packed
• ready to ship
• label generated
• handed over to courier
• dispatched
• in transit
• out for delivery

4.5 COD and Partial COD Orders

For all Cash on Delivery (COD) and Partial COD orders:

• the COD handling charge is non-refundable
• in case of Partial COD orders, the prepaid component / token amount / advance amount is also non-refundable
• no amount paid towards COD charges, handling charges, processing charges, booking charges, packing charges, or advance/token payment shall be refundable in cash
• if any relief is granted by Astromudra in such cases, it shall be granted solely at Astromudra’s discretion and will ordinarily be provided only as store credit / coupon / wallet credit / gift code, if supported by the storefront

5. Return / Replacement Eligibility

Astromudra does not offer open-ended returns.

1. A replacement, store credit, or other limited remedy may be considered only if Astromudra verifies one of the following:
2. wrong item received
3. item received in physically damaged condition
4. item received with a major manufacturing defect
5. item received with a major missing component
6. parcel tampering or short shipment clearly evidenced at delivery/opening

Any claim under this section is subject to strict proof, timeline, inspection, and approval requirements.

6. Claim Timelines

6.1 Wrong item / transit damage / missing contents

Claims for the following must be reported within 48 hours of delivery:

• wrong item
• transit damage
• broken item
• tampered parcel
• missing contents
• short shipment

6.2 Manufacturing defect

Claims for a genuine manufacturing defect not reasonably visible at the time of opening must be reported within 7 days of delivery.

6.3 Late claims

Claims raised after the above timelines may be rejected.

7. Mandatory Proof Requirements

7.1 Unboxing video requirement

An uninterrupted unboxing video is mandatory for claims relating to:

• wrong item
• damage in transit
• broken item
• missing item
• missing parts
• tampered parcel
• short shipment

The video must clearly show:

• the sealed package before opening
• the shipping label / AWB
• all package sides
• the opening process in one continuous take
• the item and all included contents

7.2 Additional proof

Astromudra may also require:

• clear photos
• close-up videos
• shipping label images
• packaging images
• invoice or order confirmation
• courier packet condition
• weight discrepancy proof
• customer identity / order verification
• any other supporting evidence reasonably required for verification

7.3 No proof, no claim

If the required proof is missing, incomplete, edited, unclear, inconsistent, or appears manipulated, Astromudra may reject the claim.

8. Condition Requirements for Approved Claims

To be eligible for any approved replacement or return handling, the item must be:

• unused
• unworn
• unwashed
• undamaged by the customer
• complete with original packaging
• complete with all inserts, tags, accessories, certificates, and freebies, if any
• in substantially the same condition in which it was delivered, subject to the reported issue

Claims may be rejected if:

• the item has been used
• the item has been altered
• the original packaging is missing
• the product shows signs of misuse, mishandling, impact, moisture damage, improper storage, cleaning damage, or ordinary wear and tear

9. Non-Eligible Reasons

The following are not eligible for cancellation, return, replacement, exchange, store credit, or refund:

• change of mind
• personal preference
• “did not like it”
• no longer needed
• ordered by mistake
• duplicate order placed by customer
• not feeling energy / results / vibration / effect
• delayed or absent personal expectations
• spiritual, energetic, vastu, astrological, emotional, or symbolic dissatisfaction
• wrong size selected by customer
• failure to review size, measurement, bead size, product dimensions, or specifications before ordering
• personal fit issue or size preference issue
• subjective dissatisfaction with finish, look, feel, polish, weight, tone, texture, or appearance where the product substantially matches the listing
• natural variation in shape, grain, shade, inclusions, pattern, stone markings, wood variation, handcrafted variation, resin effect, or colour difference caused by photography / screen display / lighting
• gift-related issues
• customer damage
• customer washing / cleaning / polishing misuse
• refusal to follow care instructions
• claims without required proof
• claims made after the applicable time window
• sale items
• clearance items
• promotional bundles marked final sale
• gift cards / gift vouchers / digital credits
• customised or made-to-order products
• products specifically marked as non-returnable or final sale

10. Size Exchange Policy

Astromudra does not offer size exchanges.

If size, dimensions, bead size, length, fit details, or other measurements are mentioned on the product page, customers must review them carefully before placing an order.

If an order is placed despite the size or measurement details being available, it will not qualify for cancellation, return, replacement, exchange, store credit, or refund for reasons related to size, fit, preference, or failure to review the product details.

If size or measurement details are not mentioned on the product page, customers are advised to contact Astromudra before placing the order for clarification.

Size-related concerns are treated as customer-choice issues and not as product defects, unless the delivered product is materially different from what was described by Astromudra.

11. Inspection and Verification

All claims are subject to verification by Astromudra’s support, operations, and/or quality team based on available evidence, including:

• photos and videos shared by customer
• unboxing video
• product condition
• packing condition
• weight checks
• courier scan history
• internal packing records
• prior order history
• fraud signals / suspicious patterns

Astromudra may approve or reject any claim after verification, subject to applicable law.

12. Remedy Hierarchy

If a claim is approved, Astromudra may choose the remedy it considers most commercially and operationally appropriate, including any of the following:

• replacement of the same item
• replacement with an equivalent item
• repair, if feasible
• partial store credit
• full store credit
• discount code / wallet code / coupon
• monetary refund, only if Astromudra determines it necessary or where required under applicable law

Replacement or store credit shall always be preferred over cash refund.

Shipping charges, COD handling charges, partial COD advance amounts, payment collection charges, packaging charges, and admin charges are generally non-refundable unless Astromudra expressly agrees otherwise.

13. Reverse Pickup / Self-Shipping

For approved claims, Astromudra may, at its discretion:

• arrange reverse pickup, or
• ask the customer to self-ship the product to the designated return address

A flat reverse handling / return processing fee of ₹150 may be charged in approved cases.

If self-shipping is required, the customer must:

• pack the item safely and securely
• use a trackable courier
• share tracking details within the timeline provided by Astromudra

Astromudra shall not be responsible for items lost or damaged during customer-arranged return shipping.

14. Failed Delivery, RTO, COD Refusal and Customer-Caused Logistics Loss

Customers must provide and maintain accurate:

• full name
• phone number
• delivery address
• landmark
• pincode
• availability for call / OTP / delivery acceptance

If an order fails delivery due to any customer-side reason, including but not limited to:

• wrong or incomplete address
• phone unreachable
• repeated no response
• customer unavailable
• refusal to accept delivery
• refusal to pay COD
• rescheduling delays
• non-cooperation with courier
• address change after dispatch
• failure to provide OTP or required delivery confirmation

then Astromudra may treat the order as a customer-caused failed delivery / RTO event.

In such cases:

• no cash refund will be due by default
• all forward shipping, return shipping, COD handling, packing, processing, payment gateway, administrative charges, and any advance/token/prepaid component in Partial COD orders may be deducted, forfeited, or treated as non-refundable
• any residual value, if Astromudra chooses to provide relief, will ordinarily be issued only as store credit
• repeated COD refusal, fake orders, or abusive order behaviour may result in:

1. 1. COD blocking
   2. future prepaid-only access
   3. order cancellation
   4. account restriction
   5. refusal of future orders

15. Delivery Delays and Transit Issues

Delivery timelines displayed on the website are estimates only and not guarantees.

Delays may occur due to:

• courier workload
• weather
• peak season / festival pressure
• remote area servicing
• local restrictions
• operational disruptions
• force majeure events
• circumstances outside Astromudra’s reasonable control

A shipment being delayed while still moving in the logistics network does not automatically entitle the customer to cancellation, return, replacement, or refund.

If Astromudra determines that a shipment is genuinely lost, undeliverable beyond recovery, or cannot be fulfilled, Astromudra may, at its option:

• reship the order
• issue store credit
• provide any other commercially appropriate remedy
• issue a monetary refund only where Astromudra elects to do so or where required under applicable law

16. COD Amount Verification / Overpayment to Courier

Customers are solely responsible for checking the payable COD amount before making payment at the time of delivery.

The payable amount may be shown on:

• the shipping label
• courier label
• parcel sticker
• order confirmation
• COD communication sent by Astromudra
• delivery communication sent by the courier partner

Customers must verify the payable amount from the shipping label or parcel label even in cases where a printed invoice is not included inside the package.

Astromudra shall not be responsible for any excess amount voluntarily paid by the customer to the courier or delivery agent without first verifying the COD amount shown on the package label or communicated order amount, except in cases of a documented billing error directly attributable to Astromudra.

17. Store Credit / Coupon Rules

Where Astromudra issues store credit, coupon credit, wallet value, or gift code:

• it may be valid for a limited period, as specified at issuance
• if no validity is stated, default validity shall be 90 days
• it is non-transferable unless expressly stated otherwise
• it is not redeemable for cash
• it may be single-use
• it may not be combinable with certain offers
• unused balance may lapse if the code is single-use
• expired credit/coupons may not be renewed

18. Payment Failures / Duplicate Charges / Technical Errors

If a payment fails, is debited without successful order creation, or is duplicated due to a technical, banking, or payment-network issue, the matter will be handled separately in accordance with the relevant payment partner / bank / payment system process.

Such cases are distinct from discretionary customer cancellations and may be reversed or resolved through the original payment channel as applicable.

19. Chargebacks and Payment Disputes

If a customer raises a chargeback, payment dispute, or payment reversal after:

• receiving the product
• failing to follow the claim process
• refusing a valid replacement / store-credit remedy
• making a false or abusive claim
• refusing delivery without valid grounds

Astromudra reserves the right to contest such dispute using:

• order confirmations
• delivery proof
• courier records
• support communication logs
• policy acceptance records
• product images
• packing records
• fraud screening records
• claim history

Pending resolution of a chargeback or payment dispute, Astromudra may suspend support, store credit, COD access, or future order acceptance for that account.

20. Contact and Grievance Process

For any policy-related claim or request, please email:

support@astromudra.com

Please include:

• order number
• registered email address / phone number
• clear description of the issue
• clear photos
• unboxing video, where applicable
• parcel images
• delivery date
• any other supporting proof requested by Astromudra

21. Processing Timelines

Once a claim is approved and all required steps have been completed:

• replacement / store credit / other approved remedy may take 7 to 15 working days
• timelines may vary depending on reverse logistics, inspection, stock availability, and courier performance

22. Right to Refuse Abuse / Fraud / Policy Misuse

Astromudra reserves the right to reject claims, block accounts, restrict COD, cancel future orders, or refuse service in cases involving:

• repeated false claims
• missing, edited, manipulated, or inconsistent proof
• abusive or threatening behaviour
• courier collusion attempts
• replacement abuse
• repeated RTO behaviour
• serial cancellations
• coupon / refund exploitation
• suspicious order patterns
• hostile, fraudulent, or dishonest conduct

23. Policy Updates

Astromudra may update, revise, suspend, or modify this Policy at any time without prior notice.

The version in effect on the date of order placement will ordinarily apply to that order, unless a change is required by law, payment partner, platform rule, or regulatory requirement.

24. Governing Principle

This Policy shall be interpreted to the maximum extent permitted under applicable law. If any portion is found unenforceable, the remaining portions shall continue to apply.