DIVINE HEALS

Refund, Return & Cancellation Policy

 1. Overview

At Divine Heals, every Rudraksha, crystal and sacred product is carefully sourced, inspected and energised before it reaches you. This policy explains when returns, exchanges, refunds and cancellations are possible, the conditions that apply, and how to raise a request. It applies only to purchases made on https://divineheals.com. By placing an order, you agree to the terms below.

2. Return Window

You may raise a return or replacement request within 3 (three) days from the date of delivery. Once 3 days have passed since delivery, we are unable to offer a return, replacement or refund, except where required by applicable law.

3. Eligibility

Returns are accepted ONLY in the following verified cases:

•     Wrong item received.

•     Item damaged in transit.

•     Manufacturing defect (for example, elastic snapped on arrival, or a stone fallen off).

Returns are NOT accepted for:

•     Personal preference or “energy mismatch”.

•     Colour variation — natural stones and beads vary in colour, grain and form.

•     Size issues — sizes are published on each product page; please check before ordering.

•     Change of mind.

4. Non-Returnable Items

The following cannot be returned or replaced under any circumstances:

•     Nepali Rudraksha — all mukhi single beads.

•     Energised / Siddhi products — including Activators and Siddh Mala.

•     Sale / discounted items.

•     Digital products — PDF guides, audio files and similar downloads.

•     Any item not in original, unused condition — including items missing original packaging or inserts.

•     Consultation & healing sessions — governed by Section 8.

5. Proof Required — Unboxing Video (Mandatory)

An unboxing video is MANDATORY to raise any return or replacement request. The video must:

•     Begin before the outer packaging is opened.

•     Show the packaging condition clearly.

•   To raise a return request, a clear unboxing video of 30–45 seconds is mandatory. The video must be recorded continuously from the moment the package is opened, without any cuts, pauses, or edits.

•   Customers will be given up to 2 opportunities to submit the required video and supporting images. Failure to provide valid proof within these attempts may result in the return request being rejected.

•    Additionally, clear front and back photographs of the product taken in broad daylight may be required for verification. Products showing signs of use, washing, damage, stains, alterations, or missing tags/accessories will not be eligible for return or exchange. 

6. Refund Method

Default: no cash refund. An approved claim is resolved by exchange for an item of equal value.

A refund to your original Payment Mode is issued ONLY in these exceptional cases:

•     The item was delivered with a delay of 3 or more weeks.

•     You received a wrong or damaged item 2 or more times for the same order.

•     The item was categorically not delivered, despite the courier confirming delivery.

No refunds are issued to any UPI ID or bank account in any other circumstance. Where a bank/UPI refund does apply, it is processed to the source account within 5–7 business days of approval.

7. Exchange Policy

Exchanges are accepted within 3 days of delivery for a wrong item received only. Process:

1.    Raise the request via WhatsApp with your order number and unboxing video.

2.    Return pickup is arranged by Divine Heals — at our cost for wrong items.

3.    Replacement dispatched within 2–3 business days of our receiving the returned item.

4.  If the shipping address falls outside our serviceable delivery area, the customer will be responsible for paying the return shipping charges. 

8. Consultation & Session Bookings

Paid consultations and healing sessions are personally delivered, time-reserved slots. The following terms apply:

•     Reschedule: one free reschedule if you notify us at least 24 hours before your slot.

•     Cancellation: cancellations made more than 48 hours before the slot are refundable, less any payment-gateway charge. Cancellations within 48 hours are non-refundable.

•     No-show: a missed slot with no prior notice is treated as delivered and is non-refundable.

•     Completed sessions are non-refundable.

9. Spiritual Outcomes — Important Note

Rudraksha, crystals and spiritual products are supportive tools, not guaranteed solutions, and are not a substitute for professional medical, psychological, financial or legal advice. Individual experiences vary and depend on personal faith, intention and consistency. Testimonials shared on our website reflect personal experiences and are not a promise of any specific result.

Refunds, exchanges and replacements are not provided on the basis of subjective spiritual, astrological, emotional, health or material outcomes (for example, where a desired manifestation, healing, financial or relationship result is not experienced, or an “energy mismatch” is felt). Eligibility is governed solely by the product-condition and defect terms in this policy.

10. Cancellation

Orders can be cancelled within 2 hours of being placed. After 2 hours, the order is in processing and cannot be cancelled. After dispatch, the return process applies.

For prepaid orders cancelled within the 2-hour window, a full refund is issued to the source account within 5–7 business days.

11. Cash-on-Delivery (COD) & RTO

•     COD RTO (refused at door): the order is cancelled and no amount is owed by either party.

•     Prepaid RTO (undelivered): resolved by in-store wallet credit after deducting a ₹49 handling fee.

•     GoKwik COD partial-prepaid fee (₹49): non-refundable in all cases.

•     Divine Heals is not responsible for any COD overpayment made to the courier person.

12. Damages & Issues

Please inspect your order on delivery and contact us within 48 hours if the item is defective, damaged or incorrect, with your order number, photos and the unboxing video, so we can evaluate and make it right. Keep the product, packaging and all inserts intact until the claim is resolved.

13. Return Shipping

•     For verified wrong-item, transit-damage or manufacturing-defect claims, Divine Heals arranges and bears the return shipping cost.

•     For any item valued over ₹3,000, where you self-ship a return, please use a trackable / insured service. We cannot guarantee receipt of items returned without tracking and are not responsible for items lost in return transit.

14. Contact

WhatsApp: +91 91751 53116

Email: help@divineheals.com

Response time: within 24 business hours.

Support hours: Monday–Saturday, 10 AM – 6 PM IST.

Nothing in this policy limits or waives any non-waivable rights available to consumers under the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020, the Digital Personal Data Protection Act, 2023, or other applicable Indian law.