Return, Refund & Replacement Policy

Effective Date: [ 23 Oct 2022 ]

This policy is in accordance with applicable Indian laws including the Consumer Protection framework.

1. Nature of Products (Customized Goods)

All products sold on Maa Durga Gift are personalized and made-to-order based on customer inputs (such as name, photo, design, etc.).

As per applicable laws, customized/personalized goods are not eligible for return or refund, except in cases of damage, defect, or wrong product delivery.

2. Strict No Cancellation & No Refund Policy

All orders are final and cannot be cancelled or refunded once placed.

• Each order incurs non-recoverable costs, including:
• Advertising and marketing expenses
• Payment gateway charges
• Custom design and production costs
• Platform Fees

👉 Therefore, refunds are not applicable, except where legally required (e.g., verified lost shipment or non-delivery).

3. Replacement Policy (Within 3 Days)

• We provide replacement only (no refund) under these conditions:
• Product received is damaged, defective, or incorrect
• Claim is raised within 3 days of delivery
• 📞 Customer Support: 022-6971-0052
• Replacement will be processed after verification
• Delivery time: 7–10 business days

4. Mandatory Parcel Opening Video (Evidence Requirement)

• To ensure fair resolution and prevent misuse, a parcel opening video is mandatory.
• Required Guidelines:
• Show 360° view of sealed parcel before opening
• Clearly show the shipping label
• Record continuous video (no cuts, edits, or pauses)
• Open parcel carefully using scissors/cutter
• Show the issue/damage clearly in the same video

⚠️ Important Legal Note:

Claims may be rejected if sufficient evidence is not provided to verify the issue.

5. Delivery & Customer Responsibility

Customers must ensure accurate address and availability at delivery

In case of:

Incorrect address OR

Non-acceptance of delivery

👉 Customer must bear re-shipping charges

6. Courier Loss / Transit Issues

If the shipment is:

Lost in transit OR

Not delivered due to courier fault

👉 We will provide:

Replacement or refund, as per case

Resolution within 3 business days after confirmation

7. Customer Errors

We are not liable for:

Incorrect details (name, photo, etc.)

Wrong product selection

Incorrect shipping information

👉 No refund/replacement will be provided in such cases.

8. Fair Usage & Abuse Policy

To maintain fair service:

• False or fraudulent claims may result in:
• Claim rejection
• Account suspension
• Legal action under applicable laws

9. Limitation of Liability

Our liability is limited to replacement of the product or refund (where applicable) and shall not extend to any indirect or consequential damages.

10. Acceptance of Terms

By placing an order on www.maadurgagift.com

• Agree to this policy
• Confirm that you understand the nature of customized products
• Accept that decisions taken by Maa Durga Gift will be final, subject to applicable laws