Refund & Replacement Policy

1. Sacred Objects & Return Exclusions

At MAAYA DIVINE SOLUTIONS PRIVATE LIMITED, every idol, statue, and ritual artifact is handled with the utmost sanctity and respect. Once a sacred form leaves our sanctified workshop and reaches a devotee’s dwelling, returning the divine form into commercial circulation is contrary to traditional reverence and poses severe structural risk to delicate hand-carved details.

Accordingly, the following conditions apply universally:

• No Change of Mind Returns: We do not accept returns, cancellations after dispatch, or exchange requests based on personal preference, size re-consideration, or aesthetic second thoughts.
• Authentic Handcrafted Variations: Subtle variations in brass patina, stone texture, natural vein patterns, or hand-carving contours are celebrated hallmarks of individualized artisanal craft and are not recognized as damage or defect.

2. Transit Damage Protection & Eligibility

We take absolute responsibility for delivering your sacred piece in pristine condition. If an idol or divine artifact is unfortunately broken, chipped, or structurally damaged during transit, you are entitled to:

• Instant Free Replacement: An identical, handcrafted piece dispatched via express shipping at zero extra cost; OR
• Full Store Credit: A lifetime store credit voucher for the full invoice value; OR
• Full Refund: Refund to your original payment method in cases where the item is a single-edition unique artwork or no replacement can be made available.

3. Mandatory Claim Process & Unboxing Video

To prevent transit dispute ambiguities with domestic and international freight carriers, all damage claims must satisfy the following strict protocol:

1. Continuous Unboxing Video Required: You must record an unedited, continuous video starting before the outer courier seal/tape is broken, showing the exterior shipping label with tracking number clearly visible, through opening and inspecting the sacred piece.
2. 48-Hour Reporting Window: Any damage claim must be reported to our support desk within 48 hours of recorded delivery by the courier. Claims submitted after 48 hours cannot be verified by insurance partners and will be respectfully declined.
3. Submission Details: Email support@maayadivine.com with:
   • Order Number and Registered Name;
   • Continuous Unboxing Video (upload link via Google Drive / WeTransfer if file size exceeds 25 MB);
   • Clear high-resolution photographs of the damaged area and the outer shipping carton.

4. Evaluation & Claim Resolution Timeline

Once our Quality Assurance and Logistics team receives your claim:

• Initial Review: Your documentation and video will be examined within 24 business hours.
• Replacement Dispatch: Upon damage validation, a replacement piece will be dispatched within 48 to 72 business hours, accompanied by fresh express tracking information.
• Refund Timeline: If a refund is authorized (for out-of-stock or exclusive singular items), funds are returned to your original payment method (Razorpay / UPI / NetBanking / Stripe / PayPal) within 5 to 7 business days.

5. Non-Eligible Situations

Claims will not be approved under the following circumstances:

• Failure to provide the mandatory continuous unboxing video;
• Claims raised after 48 hours from the time of carrier delivery confirmation;
• Damage caused by dropping, mishandling, improper installation, or applying abrasive chemical cleansers after unpacking;
• Refusal to accept the delivery or refusal to pay destination country import duties / customs charges.

6. Contact Us for Assistance

For any assistance regarding an ongoing delivery or claim, please reach out directly: