Return, Refund & Exchange Policy
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Return, Refund & Exchange Policy

At Nirmalaya, every product is handcrafted with devotion using sacred flowers. Each item undergoes strict quality checks before dispatch to ensure it reaches you in perfect condition.

However, in the rare event that something isn’t right, we’re here to help.

1. Return / Replacement Eligibility

We accept returns or replacements only in the following cases:

  • Wrong product received
  • Product arrived damaged, defective, or incomplete

Important Guidelines

  • Requests must be raised within 24 hours of delivery
  • Minor variations in color, fragrance, texture, or appearance are natural due to handcrafted nature and are not considered defects

How to Report an Issue

Please contact us within 24 hours with:

  • Order ID
  • Clear photos or unboxing video showing the issue

📧 Email: info@nirmalaya.com
📱 WhatsApp: +91 8882323097

⚠️ Requests raised after 24 hours will not be eligible.

2. Non-Returnable Items

  • Used or partially used products
  • Opened incense, dhoop sticks, attars, essential oils, etc.
  • Products purchased on sale or marked “non-returnable”
  • Products without original packaging
  • Products damaged due to customer handling

3. Fragrance & Preference Disclaimer

Fragrance is subjective and may vary from person to person.

Returns or exchanges will not be accepted for:

  • Dislike of fragrance
  • Fragrance intensity expectations
  • Personal sensitivity or preferences
  • Cases where correct product was delivered in proper condition

4. Exchange Policy

We offer replacement (exchange only) in eligible cases:

  • Damaged or defective product
  • Incorrect product received

Process:

  • Reverse pickup will be arranged (if serviceable)
  • Replacement will be shipped within 3–5 working days after approval

5. Refund Policy

Refunds are provided only in the following forms:

  • Replacement of the product, OR
  • Store credit / coupon code of equal value

Timeline: Processed within 5–7 working days after approval

6. Return Process

  1. Email or WhatsApp us
  2. Share:
    • Order ID
    • Clear images or unboxing video
  3. Our team will verify within 24–48 hours

Once approved, reverse pickup instructions will be shared.

⚠️ Requests without proper proof may not be accepted.

7. Cancellation Policy

  • Please review your order carefully before placing it
  • For changes before dispatch, contact us immediately
  • Once an order is placed, cancellations are not possible
  • Eligible cases will be processed as store credit / coupon code only

8. Important Notes

  • Slight variations in fragrance, color, or texture are natural in handmade products
  • Nirmalaya reserves the right to approve or reject requests after inspection

9. Contact Us

📧 Email: info@nirmalaya.com
📱 Call / WhatsApp: +91 8882323097
🕒 Support Hours: 10 AM – 6 PM (Mon–Sat)