Refund Policy

REFUND, RETURN & CANCELLATION POLICY

At Vaktun, we recognise the profound spiritual, cultural, and traditional significance of Rudraksha. We are committed to offering authentic, carefully selected Nepal-origin Rudraksha and maintaining high standards of quality, authenticity, packaging, and customer service.

Because Rudraksha products are carefully selected, inspected, certified, prepared, and dispatched specifically for our customers, we maintain a strict final-sale policy, subject to the limited exceptions expressly described below and to any rights available to customers under applicable law.

By placing an order through the Vaktun website, the customer acknowledges and agrees to the terms of this Refund, Return & Cancellation Policy.

1. ORDER CANCELLATION

Once an order has been successfully placed and payment has been received, the order cannot ordinarily be cancelled.

This is because orders may be processed, prepared, certified, packaged, and/or dispatched shortly after confirmation.

Any request for cancellation received after order placement will be considered solely at the discretion of Vaktun and may be declined.

Nothing in this policy is intended to restrict any cancellation or other rights that cannot lawfully be excluded under applicable law.

2. NO GENERAL RETURN OR EXCHANGE

All purchases made through the Vaktun website, through authorised sales representatives, or at our physical premises are considered final sales.

Accordingly, we do not ordinarily accept:

  • Returns due to a change of mind;
  • Returns due to personal preference;
  • Returns due to incorrect selection of a product, size, design, or specification by the customer;
  • Exchanges requested after purchase;
  • Returns of products that have been worn, used, energised, manipulated, altered, damaged, or otherwise handled after delivery;
  • Returns of customised or specially prepared products.

A return may only be accepted in the limited circumstances specifically described in this Policy.

3. DAMAGED PRODUCT RECEIVED BY THE CUSTOMER

If a product is delivered in a damaged condition and the damage appears to have occurred during handling or transportation by Vaktun or its delivery partner, the customer must notify Vaktun within 12 hours of delivery.

Mandatory Opening Video

For any claim relating to physical damage, the customer must provide a continuous, unedited video recording of the opening of the package, beginning before the package is opened and clearly showing:

  1. The condition of the outer packaging;
  2. The shipping label and order details;
  3. The opening of the package;
  4. The product and its condition immediately upon removal from the package; and
  5. All accompanying certificates, documents, packaging, and accessories.

The opening video is required to assist Vaktun in determining whether the damage existed at the time of delivery or occurred after the product came into the customer's possession.

Claims without adequate supporting evidence may be declined where Vaktun is unable to reasonably establish that the damage occurred before or during delivery.

The customer must not attempt to repair, alter, energise, modify, manipulate, or otherwise use a damaged product before Vaktun has completed its assessment.

4. REMEDY FOR APPROVED DAMAGED-GOODS CLAIMS

Where Vaktun determines, after inspection, that the product was damaged prior to or during delivery and that the customer was not responsible for the damage, Vaktun may, at its discretion and subject to availability:

  • Replace the damaged product with the same product; or
  • Provide a replacement of equal or higher quality/value, where reasonably available; or
  • Provide another appropriate remedy agreed between Vaktun and the customer.

A refund may be considered where replacement is not reasonably possible or where otherwise approved by Vaktun.

5. REFUNDS

Refunds are not automatically available merely because a return request has been submitted.

Where a refund is permitted under this Policy or otherwise approved by Vaktun, the refund will be processed only after the returned product has been received and inspected.

Except where otherwise required by applicable law, a product submitted for an approved refund must:

  • Be in its original condition;
  • Not have been worn or used;
  • Not have been energised;
  • Not have been manipulated, altered, modified, or repaired;
  • Not show signs of damage attributable to the customer;
  • Include the original product certificate, where applicable;
  • Include the invoice or a copy of the invoice;
  • Include the original packaging and accompanying documentation; and
  • Include any other certificates, accessories, coupons, or materials supplied with the original order.

Vaktun reserves the right to reject a refund request where the returned product does not satisfy the applicable conditions.

6. REFUND INSPECTION AND PROCESSING

All approved return and refund requests are subject to inspection and verification.

Depending upon the nature of the product, the reason for the return, verification requirements, logistics, and other circumstances, the inspection and refund process may take up to 90 days from receipt of the returned product or completion of the required verification process.

Where additional laboratory testing, authenticity verification, courier investigation, insurance processing, or other third-party verification is required, additional time may be necessary.

Vaktun will communicate material developments concerning the claim where reasonably practicable.

7. RUDRAKSHA AUTHENTICITY / BUYBACK GUARANTEE

Vaktun stands behind the authenticity of the Rudraksha products sold by it.

If a customer has a genuine concern regarding the authenticity of a Rudraksha purchased from Vaktun, the customer may request independent verification by a reputable and appropriately qualified third-party laboratory.

Conditions

The following conditions apply:

  1. The authenticity claim must be raised within 14 days of delivery;
  2. The laboratory must be reasonably acceptable to Vaktun;
  3. The testing must be relevant to determining the authenticity of the Rudraksha;
  4. The product must be returned in substantially the same condition in which it was delivered;
  5. The customer must not have altered, manipulated, damaged, modified, or subjected the Rudraksha to any treatment that could affect the verification; and
  6. The original product certificate and purchase documentation must be provided where applicable.

The cost of independent laboratory verification shall ordinarily be borne by the customer, unless otherwise agreed in writing or required by applicable law.

If an appropriately qualified third-party laboratory conclusively establishes that the Rudraksha supplied by Vaktun is unauthentic, Vaktun will provide a 100% refund of the purchase price of the affected product, subject to verification of the claim and compliance with the conditions of this Policy.

The refund does not automatically extend to unrelated products, services, shipping charges, or other purchases forming part of the same order unless required by applicable law or expressly approved by Vaktun.

8. CUSTOMISED AND SPECIALLY PREPARED PRODUCTS

Products that are customised, personalised, specially prepared, specially selected, or made according to a customer's specific request are not eligible for cancellation, return, exchange, or refund, except where:

  • The product is defective or damaged due to Vaktun or its delivery partner;
  • The product materially differs from the specifications agreed with the customer; or
  • A different remedy is required under applicable law.

9. PRODUCTS LOST DURING DELIVERY

If an order is confirmed as lost during transit by the relevant delivery partner and the loss is not attributable to the customer, Vaktun may provide a replacement or refund, as appropriate.

A full refund may be issued where Vaktun confirms that the shipment cannot be recovered or delivered.

Vaktun shall not be responsible for delays or losses caused by circumstances beyond its reasonable control, including certain natural disasters, government restrictions, civil disturbances, extreme weather events, or other unforeseeable circumstances, subject always to applicable law.

10. ORDER PROCESSING AND DELIVERY DELAYS

If Vaktun is unable to process an order for more than 20 days beyond the communicated or ordinarily applicable processing period, the customer may contact Vaktun to request an update or appropriate resolution.

Where a delay is caused by circumstances outside Vaktun's reasonable control, or where the customer has been informed of and accepted an extended processing period, the delay will not automatically entitle the customer to a refund.

Nothing in this section limits any rights available to the customer under applicable law.

11. RETURN REQUEST WINDOW

Where a return or refund is permitted under this Policy, the customer must raise the request within the applicable period specified in this Policy.

Unless a different period is expressly stated for a particular claim:

  • Damage claims must be reported within 12 hours of delivery;
  • Authenticity claims must be raised within 14 days of delivery; and
  • Other refund requests, where otherwise eligible, should be submitted within 7 days of the order date.

Submitting a request within the applicable period does not by itself constitute approval of the return or refund. Each request remains subject to verification and approval in accordance with this Policy.

12. RETURN CONDITION AND REQUIRED DOCUMENTATION

Where Vaktun authorises a return, the customer must return the product together with, where applicable:

  • Original product certificate;
  • Original invoice or a copy;
  • Original product packaging;
  • Product documentation;
  • Laboratory certificates or reports;
  • Discount coupons or promotional materials;
  • Accessories supplied with the product; and
  • Any other materials originally supplied with the order.

Customers are strongly advised to use Vaktun's designated or managed reverse-courier service, where available.

If a customer chooses to return a product independently, the customer assumes responsibility for the shipment until it is safely received by Vaktun, including any loss or damage occurring during transit, except where otherwise required by applicable law.

13. SHIPPING AND RETURN COSTS

Unless otherwise specified in writing by Vaktun, the customer shall be responsible for applicable return shipping and related logistics costs.

Where a product is confirmed by Vaktun to have been damaged prior to or during delivery due to Vaktun or its delivery partner, Vaktun may bear or reimburse reasonable return shipping costs, subject to the circumstances of the case.

Any applicable payment-processing charges, transaction fees, or third-party service charges may be deducted from an approved refund to the extent permitted by applicable law and disclosed to the customer.

Where a service or processing fee is applicable to an approved return or refund, Vaktun may charge a 20% service/processing fee, where legally permissible and where such fee has been disclosed to the customer before the relevant transaction or otherwise agreed with the customer.

14. RETURN REVIEW

Vaktun will review eligible return and refund requests and may require photographs, videos, certificates, laboratory reports, courier records, invoices, or other information necessary to assess the claim.

Vaktun will endeavour to review return requests within 30 days of receiving the complete information and/or returned product required for assessment.

The review period may be extended where laboratory testing, courier investigation, technical inspection, or other third-party verification is required.

Vaktun and the customer may mutually agree to an alternative resolution where appropriate.

15. REFUND METHOD AND TIMING

Once a refund has been approved, it will ordinarily be processed through the original payment method used for the purchase, wherever technically and legally possible.

The time required for the amount to reflect in the customer's account may depend upon the payment gateway, bank, card issuer, or other payment service provider.

Vaktun shall not be responsible for delays attributable solely to a third-party payment provider after Vaktun has initiated the refund.

16. FRAUDULENT, ABUSIVE, OR MISREPRESENTED CLAIMS

Vaktun reserves the right to investigate claims where there is a reasonable concern regarding fraud, misuse, manipulation, alteration, substitution, or misrepresentation of a product or delivery condition.

Where a claim is found to be fraudulent, materially misleading, or unsupported after reasonable investigation, Vaktun may reject the claim and take any other action available under applicable law.

17. IMPORTANT CUSTOMER RESPONSIBILITIES

Customers are responsible for:

  • Providing accurate delivery and contact information;
  • Inspecting the package promptly upon delivery;
  • Recording the package-opening video where a damage claim may arise;
  • Preserving the product and packaging in the condition received;
  • Not modifying, energising, repairing, or otherwise manipulating a product subject to a claim;
  • Keeping the invoice, certificate, packaging, and supporting documentation; and
  • Providing accurate and complete information during any return, refund, or authenticity investigation.

18. EXCEPTIONS AND APPLICABLE LAW

This Policy is intended to establish Vaktun's commercial return and refund procedures. Nothing contained in this Policy shall be interpreted as excluding, restricting, or waiving any right, remedy, guarantee, or protection that cannot legally be excluded or restricted under applicable law.

Where any provision of this Policy is found to be invalid, unenforceable, or inconsistent with applicable law, that provision shall be interpreted or modified to the minimum extent necessary to comply with such law, while the remaining provisions shall continue to apply.

Vaktun reserves the right to modify this Policy from time to time. The version applicable to an order will ordinarily be the version in effect at the time the order was placed, subject to applicable law.

19. RETURN ADDRESS

Vaktun
B-53, Flatted Factory Complex
Okhla Industrial Area
New Delhi – 110024
India

Customer Support: +91 9971374041

Customers should not send a product to the above address without first obtaining return authorisation from Vaktun, unless otherwise instructed.

20. CONTACT US

For questions concerning returns, refunds, damaged products, authenticity verification, or any other issue relating to an order, customers may contact Vaktun using the contact details provided on our website.

We are committed to handling genuine concerns fairly and transparently while preserving the quality, authenticity, and sacred nature of the Rudraksha products we offer.

Vaktun – Authenticity. Heritage. Sacredness.