Refund policy

Refund, replacement & cancellation policy

Every Divya Gandham offering is packed with care so it reaches you as it was intended.

Because incense, dhoop and other ritual products are consumable products, we are generally unable to accept returns simply because of a change of mind or personal fragrance preference.

However, if something reaches you damaged, defective, incomplete or different from what you ordered, we will help make it right.

When you may request a replacement or refund

You may contact us if:

• You received the wrong product.
• A product arrived damaged or defective.
• An item is missing from your order.
• The quantity received is incorrect.
• The product materially differs from the description or product ordered.
• Your order has not been delivered within the committed delivery timeline, except where the delay results from circumstances beyond our reasonable control.

Please contact us preferably within 48 hours of delivery so we can investigate the issue quickly.

Share:

• Your order number.
• The name of the affected product.
• Clear photographs or a video showing the issue.
• Photographs of the outer packaging where relevant.

The 48-hour notification period helps us verify transit-related concerns quickly. It does not restrict any rights available to you under applicable law.

Products that cannot ordinarily be returned or exchanged

We generally cannot accept a return or exchange where:

• The correct product was delivered in good condition.
• The product has been opened, burned, used or partially used.
• The original packaging has been discarded or materially damaged after delivery.
• The product was damaged after delivery due to improper storage or handling.
• The request arises only from a personal preference regarding fragrance.

A note on fragrance

Fragrance is experienced differently by every person.

The perceived strength, sweetness, earthiness or character of a fragrance may vary depending on personal sensitivity, room size, ventilation and other conditions.

A dislike of a fragrance or a difference in personal fragrance expectations will therefore not ordinarily qualify a product for return or replacement where the correct product has been delivered in proper condition.

Natural variations

Some Divya Gandham products contain natural or traditionally derived materials.

Small variations in colour, texture, fragrance character or appearance may occur between batches. Such minor variations are not considered defects where they do not affect the intended use of the product.

Replacement process

Once we receive your request:

1. Our team will review the order details and supporting photographs or videos.
2. We may request additional information where necessary.
3. If approved, we may offer a replacement, refund or another appropriate resolution depending on the circumstances.
4. Where a product must be collected or returned, we will share the applicable instructions.

Where the issue arose because of an error on our part or because the product arrived damaged or defective, reasonable return or replacement shipping costs will be borne by us.

Refunds

Where a refund is approved, it will normally be processed to the original mode of payment.

The time taken for the amount to reflect in your account may depend on your bank, card issuer, UPI provider or payment gateway.

For Cash on Delivery orders, we may request appropriate bank or payment details to process an approved refund.

Order cancellations

You may request cancellation of an order before it has been dispatched.

Once an order has been shipped, cancellation may no longer be possible. You may still be entitled to an appropriate remedy where required under applicable law or under this policy.

Divya Gandham may also cancel an order where:

• A product becomes unavailable.
• There is an evident pricing or inventory error.
• Payment cannot be verified.
• The shipping address is incomplete or unverifiable.
• We reasonably suspect fraud or misuse of the Website.

If a prepaid order is cancelled by us before fulfilment, the applicable amount will be refunded.

Orders purchased through another platform

Where a Divya Gandham product has been purchased through another marketplace or authorised seller, the return or refund process of that platform may also apply.

Contact us

For a replacement, refund or cancellation request:

Email: marketing@divyagandham.in
Phone: 7250767111
Support days/hours: Monday to Friday ~ 10:00 am to 5:00 pm

Please mention your order number in all correspondence.