Return and Refund Policy

At Horocosmo.Store, we take pride in offering handcrafted natural gemstones and jewelry, making each piece truly unique. However, due to the nature of the products we implore you to kindly refer to the below mentioned policy before requesting a return/exchange and/or refund.

Return & Exchange Policy

While we want to ensure you are satisfied with your purchase we cannot guarantee that each request for return/refund and/or exchange will be accepted by us. We reserve the right to refuse and/or deny any such request if it is not aligned with the below mentioned conditions.

• Eligibility: Returns or exchanges are only accepted if your order is damaged during transit or if you received an incorrect product.

• Note - The Customer acknowledges and agrees that, due to the nature of the products, the Company requires videographic proof to process any return or exchange request. This videographic evidence is mandatory for the Company to internally evaluate the condition of the product and make an informed decision regarding the return or exchange request. Failure to provide such proof, as requested, will render the Company unable to process the return or exchange request. The Customer agrees that the submission of the required video is a prerequisite for the consideration of any return or exchange, and without it, no further action will be taken by the Company.

• Timeframe: Requests for a refund or exchange must be made within seven (07) days of receiving your product. The item must be returned in its original condition with its original certification and packaging intact. Any tampering with the product and/or its certifications will be cause enough for us to deny your return request.

• Exclusions: Returns and exchanges will not be accepted after the 7-day period.

• We at Horocosmo.Store take utmost pride in serving the best products, however should you have any doubts in regards to the quality of the product we implore you to kindly get the product verified for authenticity at a Government gemological institute (ISO certified or Internationally reputed). If any gemstone is proven to be synthetic or artificial by such an institute, you are entitled to a 100% refund, return, or exchange; as you deem fit.

• Note - Please note that making charges, courier charges, VAT, and duties are non-refundable on any product you wish to return and/or exchange. All charges including shipping charges for such return/exchange shall be borne by you and cannot be claimed, adjusted or issued as a credit note from our end.

Categories Not Eligible for Return (Unless Damaged)

Please note that returns are not possible for the following categories unless the product is damaged:

1. Customised Jewelry

2. Beads Bracelets

3. Crystal Trees

4. Yantras and Energised Products

5. Products received exactly as ordered

6. Gift Cards

Note- Please note that due to the intrinsic nature of the products we sell on the Website/Application and the likelihood of these products being exchanged with fake/low quality counter products, we cannot accept any return requests for such products. Please note personalized rings/jewellery/bracelets or any kind of wearable made with specific fitting size for a person cannot be returned. We request you to kindly check the Website/Application and or contact customer support to enquire about the returnability of the product.

The Customer acknowledges that all customised or made-to-order jewellery, such as rings, lockets, pendants, bracelets, necklaces, or other personalised items, is manufactured only after the Customer reviews and approves the final design, including CAD or any other format provided by the Company.

Once the design is approved and manufacturing begins, the associated making charges become non-refundable. If the Customer requests cancellation or return after approval and production initiation, the Company will deduct the applicable making charges from any advance payment.

The Customer agrees that this deduction is necessary to cover costs already incurred in producing the customised item. Any remaining balance, if applicable, will be refunded in accordance with the Company's refund policy.

Refund Process

If your return request is approved, then your refund will be processed and credited to your credit card or original/source method of payment, within 10-12 working days, subject to unforeseeable delays from bank processes and/or public holidays, if applicable.

Once your return is received and duly inspected by our team, we will send you an email to notify you acknowledging that we have received your returned item. We will also notify you of the approval or rejection of your refund based on our internal inspection.

Note – We kindly request that you acknowledge our inability to process refunds to any account other than the original source of payment. This policy is in place to comply with applicable legal requirements and to avoid any potential legal or penal consequences. Refunds will only be issued to the payment method and/or original account initially used for the transaction.

For orders placed using the Cash on Delivery ("COD") payment method, the Company reserves the right to request additional details including but not limited to PAN Card, etc for orders above Rupees Two Lakh, to process any refund. In compliance with applicable laws, the Company is only authorized to issue refunds to the original recipient of the order. To ensure compliance, the Customer agrees to provide the necessary bank details, including but not limited to a copy of a canceled cheque, passbook details, or any other information required for processing the refund. The Customer further acknowledges that the refund will only be processed if the details provided, including but not limited to the customer's name and address at the time of the order placement, match the information on record. Failure to provide accurate and matching details may result in an inability to process the refund.

- For prepaid orders made via Credit Card, Debit Card, or Net Banking, the refunded amount will be credited back to the original account within 5-7 working days.

Notwithstanding anything contained herein, the Company will make reasonable efforts to process and issue refunds promptly. However, the Customer acknowledges and agrees that any delays in processing the refund due to circumstances beyond the Company's control, including but not limited to technical issues, third-party service delays, or other unforeseen events, shall not be the responsibility of the Company. The Company shall not be held liable for any such delays, and the Customer agrees to allow reasonable time for the completion of the refund process.

Exclusions for Returns or Exchanges

The Company shall not accept returns or exchanges for the following reasons:

1. Change of Mind: If the Customer simply dislikes the product or no longer wishes to retain it.

2. Minor Flaws or Packaging Issues: If there are minor imperfections or issues with the packaging that do not affect the functionality or quality of the product.

3. Slight Color or Size Variations: If there are slight differences in color or size from what was perceived during the purchase, such variations may occur due to factors such as lighting, screen resolution, or manufacturing tolerances.

The Customer is strongly encouraged to carefully review the size chart and product descriptions prior to making a purchase to ensure that the correct size and specifications are selected. The Company shall not be liable for any issues related to sizing or color discrepancies that are within normal and acceptable variations.

Cancellation Policy

The Company strives to provide the best experience for its customers. However, once an order is placed, cancellations are not permitted under any circumstances.

Digital Products & Services — Refund Policy

Horocosmo offers digital products and services including Kundli reports, Vedic astrology consultations, cosmic readings, and online puja bookings. These products are non-physical and are delivered electronically. The following refund terms apply to all digital orders:

• Kundli Reports & Cosmic Readings: Once a personalised report has been delivered to your registered email address, it is non-refundable. If you have not received your report within 72 hours of payment, please contact us at care@horocosmo.store and we will re-send it or issue a full refund.

• Astrology Consultations: Consultations cancelled at least 24 hours before the scheduled session are eligible for a full credit note redeemable against any Horocosmo service. Cancellations made within 24 hours of the session, or no-shows, are non-refundable. In the event our expert is unavailable, we will reschedule at no charge or issue a full refund.

• Online Puja Services: Puja services are non-refundable once the ritual has been performed. If a puja is cancelled by Horocosmo before performance, a full refund will be issued to the original payment method within 10–12 working days.

• For any digital product dispute, please contact us at care@horocosmo.store within 7 days of the scheduled delivery or service date.

Late or missing refunds (if applicable)

If you have not yet received your refund, we kindly request that you first verify your bank account for the transaction. If the refund is not reflected, please contact your credit card company, as it may take additional time for the refund to be officially posted due to factors beyond the Company's control.

After checking with your credit card company, we advise you to contact your bank to inquire about the status of the credit for the refund. Please note that the processing of refund payments by banks involves several steps and may take some time to be fully processed and posted to your account.

If, after completing the above steps, you still have not received your refund, please contact us directly at care@horocosmo.store for further assistance.

Sale items (if applicable)

All items marked as "Sale" or purchased at a discounted price are final sale. These items are not eligible for return, exchange, or refund under any circumstances. By completing the purchase of a sale item, you acknowledge and agree that the sale is final.

Exchanges (if applicable)

We will only replace items if they are defective or damaged upon receipt. If you wish to exchange a defective or damaged item for the same item, you must contact us via email at care@horocosmo.store within 7 days from the date of receipt. Exchanges are subject to availability, and all items must be returned in their original condition, including packaging and tags, if applicable.

Note - The Customer acknowledges and agrees that, due to the nature of the products, the Company requires videographic proof to process any return or exchange request. This videographic evidence is mandatory for the Company to internally evaluate the condition of the product and make an informed decision regarding the return or exchange request. Failure to provide such proof, as requested, will render the Company unable to process the return or exchange request. The Customer agrees that the submission of the required video is a prerequisite for the consideration of any return or exchange, and without it, no further action will be taken by the Company.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you'll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn't marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver only as we only refund to the source account of payment.

Refund policies in International orders (Outside India)

In the event of an issue with the delivery of an international order, we will process a refund to the original payment method within 40 to 45 days. This refund policy applies exclusively to international orders. Please be advised that we are not responsible for any custom charges, duties, VAT, etc. that your country may be charging as these vary from case-to-case basis and are beyond our control. Please note that for international orders, if the shipment is either refused by the customer or cancelled after dispatch, the customer will be responsible for all customs duties, VAT, and other charges imposed by their country for the return of the items to us. Refunds will only be processed upon receipt of the returned items. Any balance due to the customer will be refunded in accordance with the applicable refund timeline, less any fees, customs duties, VAT, and other charges incurred for the return process.

Note - at the time of shipping the return item to Horocosmo.Store, you are hereby responsible for filling correct information regarding the product, including purchase price of the product, and particulars of the product so being returned. Failure to comply with this might result in non-fulfillment of return due to discrepancies in order particulars. This correct information is required from you for the purpose of custom clearance. You agree to cooperate fully with the Company to ensure compliance with all relevant laws and customs regulations during the return process.

For any further queries, please contact us at care@horocosmo.store. We're here to assist you.