When a claim is eligible
We accept claims where an item delivered by us is wrong, visibly damaged in transit, defective, or incomplete. Contact us within 48 hours of recorded delivery at care@ishvarya.co.in or +91 99711 89992 and provide:
- Order number and the affected item.
- A clear description of the issue.
- Clear photographs of the item, outer packaging and shipping label.
- Any additional information reasonably needed to assess the claim. An unboxing video may help but is not mandatory.
Please keep the product, inner packaging and outer shipping material until we complete the review.
What is not returnable
Because incense is a personal-use fragrance product, we do not accept returns or exchanges for change of mind, fragrance preference, a natural sensitivity not caused by a defect, minor variation in handmade or natural materials, or products that have been opened, lit, used, altered or stored improperly. This exclusion does not limit rights available for a wrong, damaged, defective or misdescribed item under applicable law.
Review and resolution
We may ask for additional photographs, batch details or return of the affected item. Do not send any product back without written instructions. For an approved claim, Ishvarya will arrange or reimburse reasonable return shipping where a return is required.
Our preferred resolution is replacement of the affected item where stock and serviceability allow. If a suitable replacement is unavailable or not appropriate, we will refund the affected item and any directly attributable shipping amount. Prepaid refunds go to the original payment method. For a Cash on Delivery order, contact care@ishvarya.co.in to confirm the refund arrangements. We may offer store credit only if you freely choose it.
Refund timing
Once the claim is approved and, where required, the returned item reaches us, we aim to initiate the refund within 5–7 business days. The bank or payment provider may require additional time to reflect the credit. Refunds are not issued in cash for online-paid orders.
Missing parcel or carrier damage
If a parcel is lost in transit or arrives materially damaged, contact us promptly. We will coordinate with the shipping partner and keep you informed. Carrier investigation time may be outside our direct control, but it does not remove any remedy available to you under applicable law.
Loyalty points
Where rewards apply, any adjustment to earned or redeemed points follows the applicable programme rules. Contact care@ishvarya.co.in with your order details for help with an existing points balance.
Contact
care@ishvarya.co.in · +91 99711 89992 · Monday–Friday, 10:00 am–5:00 pm IST.