Refund and Returns Policy

This Return, Refund & Store Credit Policy applies to purchases made from Devnayan through our website, Instagram, WhatsApp, phone, or other official sales channels.

3.1 General Return Policy

Due to the handmade, artisanal, natural, organic, fragile, personal-use, and made-to-order nature of many of our products, we generally do not accept returns.

Returns may be considered only in limited cases where there is sufficient proof of a genuine defect, wrong product, or issue accepted by Devnayan.

Approval of any return, refund, replacement, or store credit is at the sole discretion of Devnayan.

3.2 Non-Returnable Products

The following products are generally non-returnable and non-refundable:

  • Used or opened products

  • Personal care, wellness, or organic products once opened or used

  • Custom-made or made-to-order products

  • Personalized products

  • Gift boxes, hampers, or curated gift sets once opened or used

  • Bulk orders

  • Wedding or event favors

  • Corporate gifting orders

  • Limited-time sale or clearance products

  • Discounted products

  • Products damaged due to customer handling, improper storage, misuse, or negligence

  • Products showing normal variations in color, texture, finish, fragrance, grain, or appearance due to the handmade, natural, or organic nature of the product

3.3 Damage or Defect Reporting Window

If a customer receives a damaged, defective, or incorrect product, the issue must be reported within 12 hours of delivery.

Customers must contact us through WhatsApp or email with:

  • Order ID

  • Clear photographs of the outer packaging

  • Clear photographs of the shipping label

  • Clear photographs of the product

  • Clear photographs or videos showing the issue

  • A complete unboxing video from the sealed package opening until product inspection

Claims submitted without sufficient supporting evidence may be rejected.

3.4 Transit Damage

We take great care in packaging our products. However, once an order has been handed over to the shipping partner, we cannot accept full liability for damage caused during transit.

Where a valid transit damage claim is accepted after reviewing the evidence, our maximum liability shall be limited to up to 50% of the total order value (excluding shipping charges), calculated after applying any discounts, offers, coupons, store credits, or promotional benefits.

The remedy provided will depend on the extent of the actual damage as determined by Devnayan.

3.5 Available Remedies

If a claim is accepted, we may provide one or more of the following remedies at our sole discretion:

  • Store credit

  • Partial store credit

  • Replacement of the damaged or defective product or component, where feasible

  • Partial refund, where specifically approved

  • Any other reasonable remedy determined by Devnayan

Any compensation will be based on the actual loss or damage and shall not exceed the liability limit stated above.

3.6 Return Shipping Charges

If a return is approved, the customer shall bear the return shipping charges unless Devnayan agrees otherwise in writing.

Returned products must be unused, undamaged, and, wherever possible, returned in their original packaging.

Refunds, replacements, or store credits will be processed only after the returned product has been received and inspected.

3.7 Refund Timeline

If a refund is approved, it will generally be processed within 2–5 business days after approval, subject to the processing timelines of banks, payment gateways, or other financial institutions.

3.8 Order Cancellation by Customer

Customers may request cancellation within 12 hours of placing an order by contacting us via WhatsApp with their Order ID.

Cancellation requests submitted after 12 hours may be declined if production, sourcing, customization, packaging, or dispatch preparation has already begun.

3.9 Cancellation by Devnayan

Devnayan reserves the right to cancel an order due to product unavailability, payment issues, incorrect or incomplete address details, suspected fraudulent activity, production constraints, pricing or listing errors, unserviceable delivery locations, or circumstances beyond our reasonable control.

If a prepaid order is cancelled by Devnayan, the customer will be notified and any eligible refund will generally be initiated within 2–5 business days.

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