Refund policy
RETURNS, EXCHANGES & DAMAGE POLICY
*Damaged-product claims must be reported within 48 hours of delivery with the order number and a continuous, unedited unboxing video.*
Damru is a designer spiritual boutique offering carefully selected, limited-quantity and made-to-order products. Every order is individually inspected and securely packed before dispatch.
NO RETURNS OR EXCHANGES
We do not accept returns or exchanges due to change of mind, personal preference, or a request for a different product after delivery.
CUSTOMISED AND MADE-TO-ORDER PRODUCTS
All customised, personalised and made-to-order products are final sale and do not qualify for return, exchange or cancellation.
This includes products made, altered or specially sourced according to the customer’s requested size, weight, dimensions, stone, base, engraving, mala length, bracelet size, finish, combination, design or packaging.
Once the customer has approved the specifications and payment or advance has been received, the order cannot be cancelled or modified.
TRANSIT DAMAGE REPLACEMENT
A replacement will be offered only when the product is received physically broken or damaged in transit.
The customer must contact Damru within 48 hours of delivery and provide:
• A continuous, unedited unboxing video beginning with the sealed courier package
• A clear view of the shipping label and package seals
• Clear photographs of the damaged product and packaging
• The order number and customer’s contact details
The original product, packaging, accessories and certificates must be retained until the claim is resolved.
Claims submitted after 48 hours, claims without sufficient evidence, or damage caused after delivery through use, dropping, incorrect handling, cleaning, storage or ritual use will not qualify for replacement.
NATURAL CHARACTERISTICS
Sphatik, Rudraksha, gemstones and handcrafted products naturally differ from one piece to another. Natural inclusions, internal lines, surface characteristics, shade, transparency, texture, shape and minor variations in dimensions or weight are part of the product’s natural identity and are not considered damage or defects.
Minor colour differences caused by photography, studio lighting or screen settings are also not considered defects.
REPLACEMENT AVAILABILITY
Once a damage claim is verified, Damru will arrange a replacement of the same product. Since natural pieces are unique, an exact visual match may not always be possible. In such cases, Damru will offer the closest comparable piece for the customer’s approval.
If a suitable replacement is unavailable, Damru will issue a refund for the damaged product.
Once approved, the refund will be initiated within 5 business days. For prepaid orders, the refund will be issued to the original payment method. After initiation, it may take approximately 5–10 business days to appear in the customer’s account, depending on the bank or payment service provider.
For Cash on Delivery orders, the approved refund will be processed through bank transfer or UPI after the customer provides the required payment details.
INCORRECT PRODUCT
If Damru has accidentally dispatched an incorrect product, please contact us within 48 hours of delivery with an unboxing video. We will arrange the appropriate correction at no additional cost.