At Bhakti Seva Mart, we are committed to providing quality Puja Samagri and traditional religious products to our customers. We take care to pack and dispatch every order properly. However, if you receive a damaged, defective, incorrect, or otherwise eligible product, we will make reasonable efforts to resolve the issue in accordance with this Refund and Return Policy.

1. Order Cancellation

Customers may request cancellation of an order before it has been dispatched by contacting our customer support team.

• Cancellation requests will be reviewed based on the current status of the order.

• Once an order has been dispatched, cancellation may not be possible.

• If a cancellation is approved before dispatch, the payment received for that order will be refunded to the original payment method, subject to the payment gateway’s processing procedures.

• Orders that have already been shipped may be handled under the applicable return provisions of this policy.

2. Eligible Returns

A product may be eligible for a return or replacement under the following circumstances:

• The product was received in a damaged or defective condition.

• The wrong product was delivered.

• The product received is materially different from the product description on our website.

• The product is otherwise eligible for a return under applicable consumer protection laws.

Customers must contact us within 48 hours of delivery to report damage, defects, or incorrect items. Please include your order number, a description of the issue, and clear photographs or an unboxing video, where available.

The reporting period is intended to help us investigate delivery issues promptly and does not limit any rights available to customers under applicable law.

3. Non-Returnable Products

Due to the nature of religious and ritual products, certain items may not be eligible for return or exchange, except where required by applicable law.

These may include:

• Opened or used Puja Samagri, powders, oils, ghee, incense, and other consumable ritual items.

• Products that have been opened, used, contaminated, or damaged after delivery by the customer.

• Customized, personalized, or specially prepared products.

• Products returned without their original packaging, where the packaging is necessary for safe handling or verification.

• Products damaged due to improper handling or storage after delivery.

This section does not exclude remedies for products that are defective, incorrectly supplied, misrepresented, or otherwise covered by applicable consumer protection laws.

4. Return Request Procedure

To request a return, replacement, or refund:

1. Contact us at bhaktisevamart@gmail.com or call +91-9972606874.

2. Provide your order number, registered contact details, and reason for the request.

3. Share photographs or other supporting evidence if the product is damaged, defective, or incorrect.

4. Wait for our team to review your request and provide return instructions, if applicable.

5. If the return is approved, follow the instructions provided by our customer support team.

Please do not send a product back before receiving return instructions from us.

5. Damaged, Defective, or Incorrect Products

If you receive a damaged, defective, or incorrect product, please notify us within the specified reporting period.

After reviewing the request, we may offer an appropriate remedy, such as:

• Replacement of the affected product, subject to availability.

• Refund of the eligible amount.

• Another appropriate resolution as agreed with the customer or required by applicable law.

Where a return is approved because of our error or a verified product issue, we will communicate the return shipping arrangements to the customer.

6. Refund Eligibility and Amount

Refunds may be approved in the following situations:

• An order is successfully cancelled before dispatch.

• A return is approved under this policy.

• A product cannot be replaced when replacement is the agreed resolution.

• A refund is otherwise required under applicable law.

The refund amount will be determined according to the circumstances of the order and the applicable legal requirements. Any deduction, including shipping charges, will be made only where permitted by applicable law and communicated to the customer.

7. Refund Processing Time

Once a refund is approved, Bhakti Seva Mart will initiate the refund through the original payment method or the appropriate payment channel.

• We aim to initiate approved refunds within 5–7 business days.

• The time taken for the amount to appear in the customer’s account may depend on the bank, card issuer, UPI provider, or payment gateway.

• Refunds will not be considered complete solely because a customer has requested them; they must first be reviewed and approved, where approval is applicable.

If the refund has not appeared after the expected processing period, customers may contact us with their order number for assistance.

8. Return Shipping Charges

Return shipping arrangements will depend on the reason for the return.

• For verified damaged, defective, or incorrectly delivered products, we will communicate the appropriate return shipping arrangement.

• For other approved returns, responsibility for return shipping charges will be communicated before the return is completed.

• No return shipping charge or other deduction will be imposed contrary to applicable law.

Shiprocket or another appropriate logistics provider may be used to arrange eligible return shipments.

9. Replacement Policy

Where a replacement is approved, we will arrange a replacement product subject to stock availability.

If the same product is unavailable, we may discuss an alternative resolution with the customer, including a refund where appropriate.

Replacement timelines depend on product availability, return verification, and shipping conditions.

10. Refunds for Failed or Duplicate Payments

If an online payment is debited but the order is not successfully confirmed, customers should contact us with the transaction details.

We will verify the transaction with the payment gateway and take appropriate steps to resolve the issue.

If a duplicate payment is confirmed, the excess amount will be refunded through the appropriate payment channel.

11. Order Delivery and Return Verification

We use shipping and logistics partners, including Shiprocket, to facilitate order delivery.

Delivery confirmation, tracking information, photographs, and other relevant evidence may be reviewed when investigating a return or refund request. Such information will be assessed fairly and in accordance with applicable law.

12. Changes to This Policy

Bhakti Seva Mart reserves the right to update this Refund and Return Policy when necessary. Any changes will be published on this page with the revised date.

The policy applicable to an order will be interpreted consistently with applicable consumer protection laws and other legal requirements in India.

13. Customer Rights

Nothing in this policy is intended to exclude or restrict any consumer rights, remedies, or protections that cannot legally be excluded under applicable Indian law.

Customers may exercise their statutory rights where applicable, regardless of any internal return or refund procedure described above.