Refunds & Returns Policy

Effective date: 28 October 2026

We want every order to reach you complete and in good condition. If something is wrong, we will make it right. This policy sits alongside, and never reduces, your rights under the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020.

1. If your order arrives damaged, wrong, missing or defective

• Contact us within 48 hours of delivery (sooner is better). Reporting quickly helps us check with the courier.
• Send your order number and clear photos of the outer parcel, the shipping label, the product and the damage. An unboxing video is helpful but not compulsory. Please keep the packaging until your case is resolved.
• If the item is damaged, defective, not as described, or the wrong or a missing item was sent, you can choose a replacement (subject to stock) or a full refund, including the delivery fee you paid. We arrange and pay for pickup or return where it is needed.
• Defects that only appear later can still be reported — they are handled under applicable consumer law even after 48 hours.

2. Change-of-mind returns (10 days)

You can ask to return an eligible item within 10 days of delivery if you simply changed your mind, provided it is:

• unopened, unused and in its original sealed packaging with labels, accessories and free gifts;
• in resaleable condition (not stained, burnt, scratched, damaged or altered); and
• accompanied by your order number or invoice.

For approved change-of-mind returns, the original delivery fee is not refunded and the return courier cost may be deducted from the refund; we will tell you the amount before you proceed.

3. Items that cannot be returned for change of mind

For hygiene, safety and religious-purity reasons we cannot accept change-of-mind returns of: opened or used consumables and samagri (ghee, oils, camphor, incense, dhoop, havan samagri, kumkum, roli, chandan, haldi, rice, spices and similar); items that were custom-made, personalised or specially ordered; kits whose seal is broken or from which items have been removed; books that are used or marked; and items marked “non-returnable” on the product page. These limits do not apply if the item is damaged, defective, wrong or not as described — in that case section 1 applies.

4. How to request a return, replacement or refund

1. Email support@ivirth.in or message us on WhatsApp with your order number, the item, the reason and photos where relevant.
2. We will reply within 1–2 business days with the next step: a replacement, a pickup, or return instructions.
3. Please do not post a parcel to any address that our team has not confirmed in writing.
4. Once the item reaches us we inspect it, normally within 2 business days, and confirm your replacement or refund.

5. Refunds

• Prepaid orders (UPI, card, net banking): refunded to the original payment method within 5–7 business days of approval. Your bank may take a little longer to show it.
• Cash on Delivery orders: refunded by bank transfer or UPI. We will ask for the details securely; never share a UPI PIN, OTP or card number.
• Failed or double payments: if money was debited but no order was created, it is normally reversed automatically within 5–7 business days. If not, send us the transaction reference and we will chase it with the payment provider.
• Coupons: if an order is cancelled in full, the amount you actually paid is refunded; coupons that were used may not be restored once expired. For partial returns, the discount is apportioned across items.

6. Replacements and exchanges

Replacements depend on stock. If the same item is unavailable, we will offer a similar item or a refund — your choice. Exchanges for a different product are handled as a return plus a new order.

7. Cancelling an order

Before shipping: contact us with your order number for a full refund. After shipping: you may refuse delivery, or return the order under section 2. If we cancel an order (for example, out of stock or an undeliverable address), you receive a full refund of anything paid.

8. Failed deliveries

If a parcel comes back to us because the address was wrong or incomplete, or nobody was available after the courier’s attempts, we will contact you to re-ship (a new delivery fee may apply) or refund the order value after deducting the actual shipping costs we incurred.

9. Contact and store location