Refund policy

At Mahadev Mala LLP, every Rudraksha is carefully hand-selected, independently laboratory certified, and traditionally energized before dispatch. This policy explains when a return, replacement, or refund may be requested and how we review and resolve claims.

1. Eligibility for Return, Replacement or Refund

Please report the following issues within 7 calendar days of delivery:

• Transit damage: Your product arrives damaged or broken.

• Incorrect product: You receive the wrong Mukhi, size, design, variant, or a product different from your order.

• Missing items: An item included in your confirmed order is missing from the package.

• Product defect: The product has a genuine defect that was present when supplied, including one not reasonably visible during unboxing.

Requests are subject to evidence review and, where necessary, inspection. Reporting an issue does not automatically guarantee approval.

Authenticity guarantee: Every Rudraksha product includes an independent laboratory certificate at no additional cost. The issuing laboratory may differ depending on the product.

If a reputable independent gemological laboratory determines that the Rudraksha supplied by us is artificial, counterfeit, or not genuine, please contact us with the report. Following verification of the report and the original product, we will provide a full refund, replacement, or exchange, as applicable.

Product verification and conflicting laboratory reports: Authenticity claims apply only to the original Rudraksha supplied by Mahadev Mala LLP. We will verify the returned bead against its laboratory certificate, identifying features, and available dispatch photographs and records. A substituted product is not eligible under this guarantee.

If our examination conflicts with the submitted laboratory report, the verified original bead will be referred to an independent laboratory mutually agreed upon by the customer and Mahadev Mala LLP. The laboratory must be competent to test the disputed characteristics. Retesting arrangements and any applicable costs will be agreed in writing before testing. The independent findings will form the basis of our claim decision, subject to applicable consumer rights.

2. Return Conditions

For an eligible return:

• Keep the product unused after discovering the issue.

• Return it in the condition received, without wear, use, or alteration beyond what was reasonably necessary to inspect it or discover the defect.

• Include the original packaging, laboratory certificate, supplied accessories, and any complimentary gifts.

• Include the invoice and tags, where supplied.

• Obtain return approval and instructions before sending the item back.

Customer-caused damage, polishing, drilling, modification, or tampering with the product or certificate may make a request ineligible. These conditions do not exclude the original damage or defect being reported.

3. Unboxing Video and Supporting Evidence

A continuous, unedited unboxing video is required for claims involving:

• Damage or defects visible upon opening

• Incorrect products

• Missing items

Start recording before opening the sealed shipping package. Clearly show the shipping label, package seals, and all contents as they are removed. Continue without interruption until all contents are visible.

Please also provide clear photographs of the product and the issue. Without adequate evidence, we may be unable to verify or approve these claims, subject to applicable consumer rights.

Defects discovered later: If a defect could not reasonably be identified during unboxing, provide photographs, details of when and how it was discovered, and your unboxing video if available. We will assess the claim using the available evidence and product inspection.

4. Requests Not Covered

The following are not grounds for return or refund:

• Change of mind or personal preference

• Incorrect product or size selected by the customer when the item supplied matches the order

• Damage caused after delivery by wear, accidental drops, impact, improper cleaning, chemical exposure, setting, drilling, or alterations

• Natural variations consistent with the product description

• Failure to experience a desired spiritual, astrological, or personal outcome

Customized products, gift cards, and promotional items are not eligible for change-of-mind returns. This does not exclude applicable remedies for damaged, defective, incorrect, or misdescribed items.

5. Natural Characteristics of Rudraksha

Every Rudraksha forms naturally. Minor variations in shape, colour, texture, groove appearance, and dimensions within the stated product description are normal.

Product photographs illustrate the product, and minor differences may occur because each bead is unique.

An incorrect Mukhi count, ordered size, variant, or product is not treated as a natural variation.

6. Spiritual Beliefs and Outcomes

Rudraksha is traditionally energized before dispatch. Spiritual experiences and beliefs vary between individuals.

Mahadev Mala LLP does not guarantee any specific spiritual, religious, astrological, financial, medical, professional, or personal outcome. Return and refund decisions concern product quality, authenticity, and order fulfilment.

7. Return Process

Step 1 — Contact us

Contact support@mahadevmala.com or +91 92174 08051 within the reporting period. Include your order number, reason for the request, photographs, and unboxing video where applicable.

Step 2 — Review

Our support team will review your request within 2 business days. We may request additional information to assess the issue.

Step 3 — Return instructions

Wait for our approval before returning the product. We may arrange reverse pickup where available. Otherwise, we will share return-shipping instructions. Pack the product securely with the required documents and accessories.

Step 4 — Verification and inspection

Returned parcels are video-recorded during opening to document their contents and condition.

We may compare the returned product with its certificate, identifying features, and available dispatch photographs or records to verify that it is the item supplied.

Refunds or replacements are processed following successful verification and approval. If a request is declined, we will explain the reason and any arrangements for returning the item to you.

8. Refund Methods and Timelines

Prepaid orders: Approved refunds will be credited to the original payment method within 5–7 working days after approval.

Cash on Delivery orders: Approved refunds will be processed by bank transfer within 7–10 working days after approval and receipt of valid bank account details.

Actual credit timelines may vary depending on the bank or payment service provider.

9. Order Cancellation

Orders may be cancelled free of charge before dispatch. Contact us promptly with your order number.

Once an order has been dispatched, cancellation requests cannot be accepted. Eligible issues after delivery will be handled under this policy.

10. Return Shipping Charges

Mahadev Mala LLP will bear the return-shipping cost for approved claims involving:

• Incorrect products supplied

• Transit damage

• Genuine product defects

For any other return approved by us in writing, we will clarify who bears the shipping cost before the return is arranged.

11. Applicable Rights and Liability

Subject to applicable law, the liability of Mahadev Mala LLP under this policy is limited to the purchase value of the product. We do not accept liability for indirect or consequential losses except where applicable law requires otherwise.

Nothing in this policy, including reporting periods, evidence requirements, or return exclusions, limits customers’ rights under applicable consumer protection laws.

12. Contact Us

Mahadev Mala LLP

Email: support@mahadevmala.com
Call & WhatsApp: +91 92174 08051
Website: www.mahadevmala.com
Business hours: Monday–Saturday, 10:00 AM–6:00 PM (IST)