Refund policy

At Astroaura, we value your trust and
strive to provide you with authentic, high-quality gemstones, rudraksha,
crystals, jewellery, and spiritual products.

1. Eligibility for Returns & Replacement

Eligible reasons for return or
replacement:
• Product damaged during transit.

• Incorrect product delivered.

• Defective product upon receipt.

- Conditions:
• Must be reported within seven (7) days of delivery.
• Items must be unused, unaltered, and in original packaging, with all tags, certificates, and seals intact.
• Products that have been tampered
with, resized, customized, worn, or altered will not be accepted.

- Proof requirement:
• Customers must provide videographic proof at the time of unboxing to validate the return or replacement claim.

• Without such proof, the return/exchange request will not be processed.

- Exclusions:
• Requests made after 7 days of delivery.
• Courier charges, VAT, and duties are non-refundable.
• The customer is responsible for
return shipping costs.

2. Non-Returnable & Non-Refundable Items

The following categories are not eligible for return/replacement unless damaged or incorrect on arrival:

• Customized jewellery or made-to-order items (including rings/bracelets made to size)
• Beads bracelets
• Crystal trees
• Rakhi
• Products received exactly as ordered
• Sale, discounted, or clearance items (final sale)

3. Refund Process

All approved refunds, for cancelled orders and for approved returns, are credited to your Aura AI Wallet, not to a bank account or card. For a return, we first receive and inspect the item and email you once it has arrived; we will also tell you whether the refund is approved.

Refunds are credited to your wallet within 3 working days of approval. Your Aura AI Wallet is shared with the Aura AI app: sign in on astroaura.market or in the app with the phone number you ordered with to see it. How much is refunded, and how the wallet can be used, is set out in section 10.

This applies to every payment method, including Cash on Delivery. No bank details are needed for a refund.

The Company reserves the right to request additional details, including but not limited to a PAN card, for orders above INR 2,00,000.

Notwithstanding anything contained herein, the Company will make reasonable efforts to process refunds promptly. However, the Customer acknowledges and agrees that delays caused by circumstances beyond the Company's control, including but not limited to technical issues, third-party service delays, or other unforeseen events, shall not be the responsibility of the Company. The Customer agrees to allow reasonable time for the completion of the refund process.

4. Return/Replacement Process

1. Initiation: Contact
support@astroaura.market within 7 days of receipt, with order ID and proof
(photo/video).

2. Approval: Wait for written confirmation from our team before shipping back
any product.

3. Shipping: Ship the product at your cost, with proper documentation for
customs (in case of international returns).

4. Inspection: Product will be examined by our quality team.

5. Refund/Replacement: If approved, refund/replacement will be processed within
the stated timelines.

5. Authenticity & Quality Guarantee

- Authenticity: Every product sold on
Astroaura is lab-certified and sourced from trusted suppliers.
- Quality: Each product is carefully inspected and energized before dispatch.
- Disclaimer: Effectiveness of gemstones, crystals, or spiritual products is based on belief systems and varies by individual. No guaranteed outcomes are promised.

6. Exclusions from Refunds/Exchanges

- Change of Mind: If the customer no longer wants the product.
- Minor Packaging Defects: Cosmetic packaging issues.
- Slight Variations: Minor differences in color, size, or texture due to
natural characteristics of stones or screen resolution.

7. Cancellation Policy

- Orders, once placed, cannot be cancelled.
- For COD orders, refusal to accept delivery will be treated as cancellation,
and future orders may be restricted.

8. International Orders

- Duties, VAT, customs, and clearance
charges are the customer’s responsibility.
- If shipment is refused or cancelled after dispatch, all return-related
charges will be deducted from the refund.
- Refunds processed only upon receipt of returned goods.

9. Late or Missing Refunds

- If a refund is not in your wallet, sign in on astroaura.market or in the Aura AI app with the phone number you ordered with and check your Aura AI Wallet.
- If it is still not there 3 working days after approval, email us at support@astroaura.market with your order number.

10. Aura AI Wallet

Your Aura AI Wallet is shared with the Aura AI app. On astroaura.market you can use it for up to 10% of a product's price, at most ₹5,000 per order, together with one store coupon (WELCOME15 or PREPAID10). Every order also earns 10% back in your wallet: when you pay online, once the payment goes through; with Cash on Delivery, once the order is delivered.

Refunds: when an order is cancelled or refunded, we credit your wallet with the amount you paid plus any wallet amount you used on that order, minus any 10% back already added to your wallet for that order. Refunds are not paid to a bank account or card, and wallet balance cannot be withdrawn as cash.

If only some items of an order are returned, the refund is for those items. A Cash on Delivery order refused at delivery is not refunded, and the wallet amount used on it is not returned.

Example: a prepaid order that is refunded

Product price	₹2,999.00
PREPAID10 coupon	−₹299.90
Aura AI Wallet used	−₹299.00
You paid	₹2,400.10
10% back added to your wallet	+₹240.01
Refunded to your wallet	₹2,459.09 (₹2,400.10 + ₹299.00 − ₹240.01)

The ₹240.01 already added stays in your wallet, so after the refund your wallet is ₹2,400.10 higher than before the order: everything you paid.

11. Contact Information

For all refund, return, or exchange
queries:
Email: support@astroaura.market
Working Hours: Monday – Saturday, 10 AM – 7 PM (IST)