Last Updated: October 2026

At Poornima (“shreepoornima.com”), we take enormous pride in crafting and assembling every Pooja Kit with utmost purity, traditional sanctity, and care. Customer satisfaction and trust are fundamental to us. If you encounter any issues with your order, our clear and fair Return & Refund Policy outlines the process for resolving your concerns quickly and smoothly.

1. Eligibility for Returns & Replacements

Due to the sacred and personal nature of worship essentials, samagri, and ritual items, we accept return or replacement requests only under the following conditions:

1. Damaged in Transit: The item arrived broken, cracked, or physically damaged upon delivery.

2. Defective or Incomplete Item: Items are missing from your ordered Pooja Kit, or non-perishable hardware (like brass diyas or idols) has manufacturing defects.

3. Incorrect Item Delivered: You received an item or Pooja Kit different from what you ordered.

2. Non-Returnable & Non-Refundable Items

To maintain ritual purity and hygienic standards, the following items cannot be returned, exchanged, or refunded once the package seal has been opened:

• Perishable ritual components (such as fresh flowers, mango leaves, durva grass, sweets, or paan leaves).

• Opened boxes of agarbatti (incense sticks), dhoop cone packs, camphor (kapoor), kumkum, haldi, sindoor, and sacred oils/ghee.

• Items purchased during clearance sales, custom seasonal deals, or promotional flash discounts (unless damaged in transit).

• Any request raised after the 7-day inspection window post-delivery.

3. Return & Replacement Window

• Reporting Time: You must inspect your parcel and notify our customer support team within 48 hours to 7 days of receiving the delivery.

• Unboxing Video Requirement: For damaged, missing, or incorrect items, a clear and continuous unboxing video (showing the sealed box, shipping label, and unboxing process) is mandatory. This helps us verify claims with our logistics partners immediately.

4. Step-by-Step Return Process

If your order meets the eligibility criteria, follow these steps to request a replacement or return:

1. Initiate Request: Email our support team at Desk@shreepoornima.com or WhatsApp us at +91 8795406705 with your Order ID, photos/unboxing video, and a brief explanation of the issue.

2. Verification: Our Quality Assurance team will review your claim within 24 to 48 business hours.

3. Reverse Pickup: Once approved, we will arrange a reverse pickup through our logistics partner from your delivery address.

4. Packaging for Return: Please pack the item securely in its original box, along with all tags, accessories, and user guides that came with it.

5. Refund Policy & Timelines

Once your returned package is received at our warehouse and passes quality inspection:

• Approved Refunds: The refund amount will be credited back to your original payment method (Credit/Debit Card, Net Banking, UPI, or Wallet) within 5 to 7 business days.

• Cash on Delivery (COD) Orders: For Cash on Delivery orders, refunds will be issued via UPI or direct Bank Transfer (NEFT) into the bank account details provided by the customer.

• Shipping Charges: Standard delivery charges are non-refundable unless the return is due to a fulfillment error on our part (e.g., damaged or wrong product shipped).

6. Order Cancellation Policy

• Cancellation Before Dispatch: You can cancel your order within 12 hours of placing it or before dispatch, whichever is earlier. A full refund will be processed back to your original payment source.

• Cancellation After Dispatch: Once an order has been shipped and tracking details are generated, it cannot be canceled. You may choose to accept the order or initiate a return upon arrival if eligible.

7. Customer Support for Returns

For any queries, updates on returns, or assistance with your orders, please contact us:

• Brand Name: Poornima (shreepoornima.com)

• Email Support: Desk@shreepoornima.com

• Customer Support Line: +91 8795406705

• Working Hours: Monday to Saturday | 10:00 AM – 6:30 PM IST