Return & Refund Policy

1. Purpose of This Policy

This policy has been created to clearly explain the process followed by Vastu Loti when a customer wishes to return a product, request a replacement, report damage, request a refund or cancel an order.

Our objective is to make the process simple and transparent while also protecting customers, our business and the integrity of our products.

Vastu Loti products may contain traditional, decorative, spiritual, religious or Vastu-related components. Some products may also be prepared or packed specifically for an individual customer. Because of the nature of these products, not every product can necessarily be returned after delivery.

Customers are therefore encouraged to carefully review the product description, specifications, images, quantity, applicable price and other information before placing an order.

By placing an order through VastuLoti.com, the customer acknowledges that they have had an opportunity to review the applicable product information and agrees to the terms of this Return & Refund Policy.

2. General Return Policy

Vastu Loti follows a product-specific return and replacement approach. A return is not automatically accepted for every order simply because a customer has changed their mind after receiving the product.

Return requests are generally considered where the product delivered to the customer is damaged, materially defective, incorrect, incomplete or materially different from the product ordered.

Where a return is permitted, the customer must contact us within the applicable return-request period communicated at the time of purchase or within the period specified by the applicable order terms.

Products must normally be returned in the condition in which they were received, together with original packaging, accessories, components, documentation and other items that were supplied with the order.

3. Return Eligibility

A product may generally be considered for return or replacement when one or more of the following circumstances applies:

• The product was received in a damaged condition.
• The product received is materially different from the product that was ordered.
• The wrong product was dispatched.
• A material component included in the order is missing.
• The product has a manufacturing or material defect that materially affects its intended use.
• The product is otherwise eligible for return under the specific terms communicated with the relevant order.

Eligibility is determined based on the circumstances of the individual order. Product photographs, packaging condition, shipping information, order details and other relevant information may be reviewed.

Customers should not send products back without first contacting Vastu Loti and receiving return instructions. Unauthorised returns may not be processed because we may not be able to identify the relevant order or determine the appropriate handling process.

4. Non-Returnable Situations

Certain circumstances may make a product unsuitable for return, replacement or refund.

These circumstances may include, without limitation:

• The customer has simply changed their mind after receiving the product.
• The product has been used, altered, modified or damaged after delivery.
• The product has been intentionally or accidentally damaged by the customer.
• Original packaging or important product components are missing.
• The return request is submitted outside the applicable return period.
• The product was customised or prepared specifically for the customer and cannot reasonably be resold.
• The product has been opened, used or handled in a manner that makes it unsuitable for resale, where applicable.
• The customer purchased the product through an unauthorised third party.
• The customer does not provide sufficient information to verify the order or return request.
• The product is returned without prior authorisation.

This section does not limit any rights that a customer may have under applicable Indian consumer protection laws.

5. Damaged Products

We take care to package products appropriately before dispatch. However, products may occasionally be affected during transportation or handling.

If your package appears visibly damaged when delivered, customers are encouraged to photograph the package before opening it whenever reasonably possible.

If the product inside the package is damaged, contact us as soon as possible after delivery.

To help us investigate the issue, please provide clear photographs showing:

• The outer shipping package.
• The shipping label.
• The internal packaging.
• The complete product.
• Close-up photographs of the damaged area.

Depending on the circumstances, Vastu Loti may offer a replacement, repair, refund or another appropriate resolution.

6. Incorrect or Missing Products

If you receive a product that is materially different from the product ordered, please contact us promptly.

Examples may include a different product variant, incorrect quantity or a materially incorrect item.

If an item appears to be missing from a multi-product order, please check the complete packaging and packing material before contacting us, as smaller components may occasionally be packed separately.

If an item is genuinely missing, we may review the order records, packing information and available evidence before determining the appropriate resolution.

7. Product Quality Concerns

Vastu Loti products are prepared with attention to quality, presentation and traditional purpose. Natural materials, handcrafted elements, finishes and decorative components may sometimes have minor variations.

Such variations may include small differences in colour, texture, surface finish, pattern, shape or appearance.

Minor variations that are consistent with the nature of a handmade, traditional or decorative product will generally not be considered manufacturing defects.

However, if you believe that a product has a genuine material defect, please contact us with photographs and an explanation of the issue.

Each quality concern will be reviewed individually.

8. How to Request a Return

Customers wishing to request a return, replacement or refund should contact Vastu Loti using the contact information provided on our website.

Please include the following information wherever possible:

1. Order number.
2. Customer name.
3. Mobile number used for the order.
4. Email address, where applicable.
5. Product name.
6. Date of delivery.
7. Reason for the return request.
8. Clear photographs or videos, where relevant.

Our customer support team may request additional information where necessary to verify the issue.

9. Photographs and Supporting Evidence

Photographs and videos can be important when investigating product damage, incorrect products, missing components or other order-related issues.

Images should be clear and should show the relevant issue without unnecessary editing or alteration.

Where the issue involves shipping damage, photographs of the external packaging may be particularly helpful.

Vastu Loti may use information supplied by the customer solely for purposes reasonably connected with investigating and resolving the order issue, subject to our Privacy Policy.

10. Inspection and Verification

Once a return request is received, Vastu Loti may review the order information and supporting evidence.

Where a physical return is required, the returned product may be inspected after receipt.

The inspection may consider:

• Whether the returned item corresponds to the original order.
• Whether the reported defect or damage exists.
• Whether the damage occurred before or after delivery.
• Whether the product has been used or altered.
• Whether the original packaging and components have been returned.

The inspection process is intended to ensure that return decisions are fair and consistent.

11. Replacement Policy

Where a product is approved for replacement, Vastu Loti may provide a replacement product subject to availability.

Replacement products may be the same product or an equivalent product, depending on stock availability and the circumstances of the issue.

If the exact product is unavailable, we may contact the customer regarding an alternative resolution.

A replacement will generally be dispatched only after the return process has been completed where the original product needs to be collected or returned.

12. Refund Policy

Where a refund is approved, the amount refunded will normally relate to the amount actually paid for the eligible product or order component.

Depending on the circumstances, shipping charges, payment processing charges or other non-refundable charges may be treated separately where permitted by the applicable order terms and law.

The exact refund amount will be communicated to the customer where necessary before processing the refund.

Refunds are generally processed only after the return or verification process has been completed, where such a process is required.

13. Refund Method

Refunds will generally be processed using the original payment method, where technically and operationally possible.

For online payments, the refund may be processed through the applicable payment gateway or banking channel.

Where the original payment method cannot receive the refund, Vastu Loti may request additional information from the customer to determine an appropriate lawful refund method.

Customers should never send passwords, UPI PINs, ATM PINs, card PINs, CVV numbers or other sensitive banking credentials to Vastu Loti in connection with a refund.

14. Refund Processing Time

After a refund is approved, the actual time required for the amount to appear in the customer's account may depend on the payment gateway, bank, card issuer, UPI service provider or other financial institution.

Vastu Loti will initiate the refund from our side within a reasonable processing period after approval.

Delays caused by banks, payment gateways or financial institutions may be outside our direct control.

Customers should contact us if an approved refund has not been received within the expected banking or payment processing period.

15. Shipping and Return Shipping

Shipping arrangements for approved returns will depend on the reason for the return and the circumstances of the order.

Where the return is due to an error attributable to Vastu Loti, such as dispatch of an incorrect product, we may arrange or reimburse return shipping as appropriate.

Where a customer requests a return for reasons that are not attributable to Vastu Loti, return shipping may be the responsibility of the customer where permitted by the applicable terms.

Customers should not independently ship products to an address unless instructed by Vastu Loti.

16. Order Cancellation

Customers may request cancellation of an order before it has been processed or dispatched, subject to the status of the order.

Once an order has entered processing, packing or dispatch, cancellation may no longer be possible.

If an order has already been shipped, the customer may need to follow the applicable return or delivery process instead of cancellation.

Where a cancellation is successfully approved before dispatch and payment has already been collected, the applicable refund will be initiated through the appropriate payment channel.

17. Cash on Delivery Orders

Cash on Delivery orders may be subject to additional verification before dispatch.

If a Cash on Delivery order is cancelled before dispatch, there may be no payment refund because no payment may have been collected.

If payment has been collected through another method in connection with the order, the applicable refund process will depend on the payment method used.

Customers should provide accurate delivery information and remain available to receive confirmed orders.

18. Promotional and Discounted Orders

Products purchased using promotional offers, discounts, coupons, special pricing or bundled offers may be subject to additional terms.

If a product forming part of a promotional bundle is returned, the refund may be calculated based on the actual promotional price and the applicable terms of that offer.

Discount codes or promotional benefits may not necessarily be restored after an order has been cancelled or returned.

Customers should review the terms of any specific promotion before placing an order.

19. Customised Products

Certain products may be prepared, assembled, personalised, customised or specially arranged according to a customer's request.

Because customised products may not be suitable for resale, cancellation or return may not be available once preparation has started, except where required by applicable law or where the product is defective or incorrectly supplied.

Customers should carefully verify any information supplied for a customised order before confirming the purchase.

20. Religious and Pujan-Related Products

Some Vastu Loti products may be intended for use in homes, temples, offices, businesses, puja rooms or other spiritual and religious settings.

Once such products have been opened, used, installed, worshipped with, consecrated, altered or otherwise handled for religious purposes, they may not be eligible for return because of their nature and condition.

Customers should therefore carefully inspect the package and product before using or installing it.

If a product is received damaged or incorrect, customers should contact Vastu Loti before using or installing the product wherever reasonably possible.

21. Fraudulent or Abusive Return Requests

Vastu Loti reserves the right to investigate return requests that appear inconsistent, fraudulent, abusive or otherwise unreasonable.

Examples may include repeated claims involving substantially similar damage, returning products different from those originally supplied, deliberate damage, false delivery claims or misuse of promotional offers.

Where there is reasonable evidence of misuse, Vastu Loti may decline a return or refund request to the extent permitted by applicable law.

Nothing in this section is intended to prevent a customer from exercising genuine legal or consumer rights.

22. Customer Responsibilities

Customers play an important role in ensuring that return and refund requests can be processed efficiently.

Customers are responsible for:

• Providing accurate name and contact information.
• Providing a correct delivery address.
• Reviewing the order before confirming it.
• Inspecting the package after delivery.
• Reporting damage or incorrect products promptly.
• Keeping the original packaging where a return may be required.
• Providing truthful information in connection with return requests.
• Following return instructions provided by Vastu Loti.

23. Exceptional Circumstances

There may be circumstances outside the reasonable control of Vastu Loti that affect delivery, replacement, return or refund processing.

These may include natural disasters, severe weather, transportation disruptions, strikes, government restrictions, public emergencies, technical failures, courier disruptions, payment gateway failures or other circumstances beyond our reasonable control.

In such situations, Vastu Loti will make reasonable efforts to assist customers and provide an appropriate solution based on the circumstances.

Delays caused by such events will not automatically create an entitlement to a refund where the underlying order remains valid and deliverable.

24. Contact Us

If you have any questions regarding a return, replacement, refund, cancellation or order-related concern, please contact Vastu Loti.

When contacting us about an existing order, please include your order number and the mobile number or email address associated with the order whenever possible.

This helps us locate your order and respond more efficiently.

25. Changes to This Policy

Vastu Loti may update, revise or modify this Return & Refund Policy from time to time in order to reflect changes in our business practices, products, technology, payment methods, shipping arrangements, applicable law or customer service procedures.

When this policy is updated, the revised version may be published on this page with a corresponding updated date.

Customers are encouraged to review the policy before placing an order.

The policy applicable to an order will generally be determined with reference to the applicable terms at the time of purchase, subject to applicable law and any specific terms communicated with that order.

Our Commitment to You

At Vastu Loti, we believe that a customer's relationship with a business should be based on trust, clarity and respect. Our products are created around the idea of bringing traditional Vastu elements and meaningful beginnings into homes, offices, businesses and sacred spaces.

We understand that purchasing a product online involves placing confidence in the seller. For this reason, we aim to provide clear product information, responsible packaging, appropriate customer support and a transparent approach to returns and refunds.

If something goes wrong with your order, we encourage you to contact us rather than attempting to resolve the issue independently. Our team will review the circumstances and work towards an appropriate resolution within our applicable policy and legal obligations.

We also encourage customers to read the product description, product images, pricing information, shipping details, applicable terms and this policy before completing a purchase.

Thank you for choosing Vastu Loti and for giving us the opportunity to be part of your home's, office's or business's शुभ शुरुआत.