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Return & Refund Policy

Last updated: 16 October 2026

Our Commitment

At GrahaGuru Shop, we aim to deliver products that match the description and included documents shown on each listing. If an item is not as described, use the return process below.

Return Eligibility

You can return an item within 7 days of delivery if it arrived damaged, defective, wrong, incomplete, expired or materially different from what was shown. This is your right under rule 6(5) of the Consumer Protection (E-Commerce) Rules, 2020, and we pay the return shipping.

A return is accepted for those reasons only. We do not accept a change-of-mind return on any product.

We may also ask for a video of the parcel being opened, unbroken from the sealed parcel to the item in your hand. Please film the unboxing and keep the packaging until you are sure the order is right. We will not refuse a genuine claim only because you have no video.

Nothing in this section takes away a right you have under the Consumer Protection Act, 2019 or the Consumer Protection (E-Commerce) Rules, 2020.

Non-Returnable Items

The following items cannot be returned:

These are excluded because they are unsuitable for return once supplied, as rule 6(6) of the Consumer Protection (E-Commerce) Rules, 2020 permits. The exclusion never applies to an item that arrived damaged, defective, wrong or not as described.

An exclusion cannot remove a remedy required for defective, deficient, spurious, late, not-as-described, or undelivered goods.

  • Energised, consecrated, abhishek-performed or ritually prepared items
  • Personalised or made-to-order items, including engraved and name-inscribed products
  • Items sold as final sale or clearance, where the page said so before you paid
  • Consumables that have been opened or used: incense, oils, herbs, camphor and similar
  • Items returned used, damaged by you, without original packaging, or without the certificate they shipped with
  • A change of mind about a correctly delivered item

Return Process

  1. Initiate Return: Contact us at support@grahaguru.in or WhatsApp us at +91 89658 15111 with your order number and reason for return.
  2. Approval: Our team will review your request and provide return instructions.
  3. Ship the Product: Send the item back unused, in its original packaging, with all tags, certificates and free items included. We pay the return shipping for an eligible return.
  4. Quality Check: Tell us within 48 hours of delivery for a damaged or wrong item, with photographs of the item and the packaging. Photographs are how a courier claim is settled, so please take them before you discard the packaging.
  5. We may also ask for a video of the parcel being opened, unbroken from the sealed parcel to the item in your hand. Please film the unboxing and keep the packaging until you are sure the order is right. We will not refuse a genuine claim only because you have no video.

Refund Process

Once the returned item reaches us and passes inspection, we approve the refund within 2 working days and release it to the original payment method within 5 to 7 working days.

  • An item that fails inspection is sent back to you at our cost, with the inspection photographs.
  • Where a refund reduces a taxable supply we already invoiced, we issue a GST credit note under section 34 of the Central Goods and Services Tax Act, 2017.
  • We do not offer cash refunds or exchanges outside this policy.
  • The Astro wallet, Shop store credit and a Mall transaction are separate records on separate planes. Value, eligibility, a refund or a transaction on one surface does not create or change value, eligibility, a refund or a transaction on another, and a balance shown on one surface is not proof of a balance on another.

Exchange Policy

We do not offer cash refunds or exchanges outside this policy.

Damaged in Transit

Tell us within 48 hours of delivery for a damaged or wrong item, with photographs of the item and the packaging. Photographs are how a courier claim is settled, so please take them before you discard the packaging.

Contact Us

For any questions about returns or refunds:

  • Business: Xalen Technology Private Limited
  • Address: A704, Gagan Unnati Co Op Hsg Soc, Katraj Kondhwa Road, Pune, Maharashtra 411048, India
  • Email: support@grahaguru.in
  • WhatsApp: +91 89658 15111
  • Response Time: Within 24 hours on business days

Grievance Officer

Vansh Joshi, Grievance Officer

This officer is our Grievance Officer under rule 3(2) of the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, and is the same officer for a Data Principal grievance under section 13 of the Digital Personal Data Protection Act, 2023 and for a consumer grievance under the Consumer Protection (E-Commerce) Rules, 2020.

Our timelines

For a consumer complaint about an e-commerce transaction, GrahaGuru acknowledges the complaint within 48 hours and redresses it within one month, as the Consumer Protection (E-Commerce) Rules, 2020 require. Where the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 apply, we acknowledge within 24 hours and dispose of the complaint within 15 days.

  • Acknowledgement with a ticket number: within 24 hours.
  • Resolution: within 15 days, as required by rule 3(2)(a) of the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021.
  • A Data Principal request under the Digital Personal Data Protection Act, 2023: within 30 days.
  • If something will take longer, we tell you why and give you a date, before the deadline passes, not after it.

If we do not fix it

  • Escalate inside GrahaGuru by replying to the ticket and asking for escalation to the Grievance Officer.
  • Consumer complaints: the National Consumer Helpline on 1915, the e-Daakhil portal at edaakhil.nic.in, or the District Consumer Disputes Redressal Commission where you live, under the Consumer Protection Act, 2019.
  • Personal data complaints: the Data Protection Board of India, after you have raised it with us first, under section 13(3) of the Digital Personal Data Protection Act, 2023.
  • Payment complaints about a bank or a payment instrument: your bank first, then the Reserve Bank of India Integrated Ombudsman Scheme.

This process does not remove access to a consumer commission, a regulator, a court, an app store, a payment provider, or any other remedy available under law.

We keep grievance records for three years so that a complaint can be audited and so that we can show what we did.

Note on Gemstone Authenticity

Certification is included only when the product listing states this. If an included certificate does not match the delivered product, report it within 7 days with the order number and clear photos so it can be reviewed under this policy.