Refund & Returns Policy

Last Updated: September 2, 2026

Refunds & Returns

Our Fair & Transparent Refund Policy

At Gems Rudraksha Mala, we aim to provide authentic, carefully selected and quality products including Rudraksha, Rudraksha Malas, gemstones, spiritual products, jewellery and related items.

We understand that sometimes an order may arrive damaged, incorrect, or may have an issue that needs to be addressed. This Refund & Returns Policy explains when you may request a return, replacement, exchange or refund and how the process works.

Policy at a Glance

7 Days to Raise a Request

Return, replacement, exchange or refund requests for eligible products must be raised within 7 days of delivery.

Damaged or Incorrect Product

If your order arrives damaged or you receive a product different from what you ordered, please contact us within 7 days with the required evidence.

Unboxing Video Recommended

For damaged, incorrect or product-condition related claims, customers should record a continuous, unedited unboxing video showing the sealed package, shipping label, packaging and product.

Refund to Original Payment Source

Approved prepaid refunds will generally be refunded to the original payment method/account used for the order.

Cancellation Before Dispatch

You may request cancellation before your order is dispatched.

Return & Exchange Eligibility

You may request a return, replacement or exchange when:

The product arrived damaged during transit.
You received an incorrect product or a product different from what you ordered.
The product has a manufacturing or quality defect covered under the applicable product terms.
The product is specifically covered by a return/replacement assurance mentioned on its product page.

All return requests are subject to verification and approval by Gems Rudraksha Mala.

Conditions for Return or Exchange

To be eligible:

The request must be raised within 7 days of delivery.
The product should be returned in its original condition.
Original packaging, tags, certificates and accessories, wherever applicable, should be retained.
The product should not have been intentionally damaged, altered, modified or misused.
For damaged or incorrect-product claims, customers should provide clear photographs and, wherever possible, a continuous unboxing video.
Products must be returned through the return process communicated by Gems Rudraksha Mala.

Requests submitted after the applicable return period may not be accepted.

Unboxing Video

For products that are damaged, defective or incorrect on delivery, an unboxing video is strongly recommended and may be required for certain claims.

The video should preferably:

Show the sealed package before opening.
Clearly show the shipping label.
Show the package being opened in one continuous recording.
Show the product and its condition immediately after opening.
Clearly capture any damage, missing item or mismatch.

Items That May Not Be Eligible for Return

The following products may not be eligible for return or exchange unless they are received damaged, defective or incorrect:

Personalised or customised products.
Products made specifically according to customer instructions.
Products that have been engraved, modified or altered after purchase.
Products that have been worn, used, damaged or mishandled by the customer.
Products without their original packaging, certificate or accessories where applicable.
Products purchased under a final-sale or non-returnable offer, where clearly mentioned on the product page.
Products returned after the applicable return period.

For customised or personalised products, please carefully verify the required size, design, spelling, name, specifications and other details before confirming the order.

What Is Not Normally a Valid Reason for Return

Change of mind after purchase.
Personal preference after receiving a product that matches the order.
Minor variations that are normal for natural Rudraksha, gemstones, beads or handcrafted products.
Slight differences in colour, texture, shape or appearance caused by natural variation, photography, lighting or screen settings.
Damage caused by improper use, storage, cleaning or handling after delivery.

Natural Rudraksha and gemstones may naturally vary in size, shape, texture, colour and appearance. Such natural variations do not necessarily constitute a defect.

Refund Process

Once an eligible returned product has been received and inspected, we will notify you regarding approval or rejection of the refund.

For approved refunds:

Prepaid orders will generally be refunded to the original payment method.
The actual time taken for the refund to reflect in your account may depend on the bank, payment gateway or financial institution.
Shipping charges may be non-refundable unless the issue occurred due to an error attributable to us.
Any refund will be subject to the applicable terms of the order and this policy.

Return Shipping Charges

If the Error Is Ours

If you receive a wrong or damaged product due to an issue attributable to us or the shipping process, we will evaluate the claim and, where approved, assist with the appropriate resolution.

Customer-Initiated Returns

Where a return is requested for a reason not attributable to Gems Rudraksha Mala, the customer may be responsible for return shipping costs, where applicable.

Any applicable shipping, customs, duties or other charges will be communicated during the return process.

Cancelling Your Order

Before Dispatch

You may request cancellation before the order is dispatched. Please contact us as soon as possible at support@gemsrudrakshamala.com.

After Dispatch

Once an order has been dispatched, cancellation may not be possible. In such cases, the order may be handled according to the applicable return/refund procedure.

Customised Products

For personalised, customised or made-to-order products, cancellation may not be possible once production or preparation has started.

Damaged, Defective or Wrong Product

If your order arrives damaged, defective or incorrect, please follow these steps:

Step 1 — Keep the Packaging

Do not throw away the shipping box, packaging material, invoice, certificate or other materials received with your order.

Step 2 — Take Photos & Video

Take clear photographs of the outer packaging, shipping label, product, damage or defect and packaging condition.

Step 3 — Contact Us

Send your order number, photographs/video and a description of the issue to support@gemsrudrakshamala.com.

Step 4 — Verification

Our team will review the request and may ask for additional information or photographs/videos.

Step 5 — Resolution

If the claim is approved, depending on the circumstances and product availability, we may provide replacement, exchange or refund of the eligible amount.

Product Authenticity

Gems Rudraksha Mala offers Rudraksha, gemstones and spiritual products and may provide certification or authenticity documentation for products where applicable.

Customers should carefully review the product description and certification information provided on the respective product page before placing an order.

International Orders

For international orders, additional conditions may apply because of customs, duties, taxes and international shipping requirements.

Customers may be responsible for:

Customs duties;
Import taxes;
Local taxes;
Customs clearance charges; and
Other charges imposed by the destination country.

These charges are generally outside the control of Gems Rudraksha Mala.

Late or Missing Refunds

If your refund has been approved but has not appeared in your account:

Check your bank/card statement.
Contact your card issuer or payment provider.
Contact your bank and confirm whether the refund is pending.
If the amount still does not appear, contact us with your order number and refund details.

We will assist you in tracking the refund with the relevant payment provider.

How to Contact Us

Gems Rudraksha Mala

Email: support@gemsrudrakshamala.com

Phone: +91-9587319152

Location: Jaipur, Rajasthan – 302039, India

We recommend mentioning your order number in every email or support request so that we can process your request faster.

Important Note

This Refund & Returns Policy is intended to provide clear information about our return and refund procedures. Nothing in this policy is intended to exclude or limit any consumer rights available under applicable law.

Where applicable law provides a consumer with rights that are more favourable than the terms stated in this policy, those statutory rights will continue to apply.

Gems Rudraksha Mala reserves the right to verify every return, replacement, exchange and refund request before approving it.

Refund Policy