Returns & Refunds

Overview

This Returns & Refunds Policy applies to purchases made through the SevenHeaven website operated by SevenHeaven Astro Private Limited. We aim to maintain a fair, transparent, and respectful process while preserving the integrity of products that may be personal, curated, or spiritually sensitive in use.

We encourage customers to review product descriptions, dimensions, usage notes, and any care information carefully before placing an order. If you need clarification before purchasing, our team is available to help.

Eligibility for Return or Refund Review

A return, replacement, or refund request may be considered only in limited circumstances such as:

• the product delivered is damaged in transit;
• the wrong item was delivered;
• the item received has a clear manufacturing defect;
• the product is materially different from what was ordered.

Requests must usually be raised within 48 hours of delivery from the time of delivery unless otherwise stated by us in writing. Late requests may not be eligible for review.

Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, leaking, broken, tampered with, or incorrect, please contact us as soon as possible with complete evidence so we can assess the matter promptly.

To support the review, we may ask you to share:

• your order number;
• clear images of the outer package;
• clear images of the product received;
• an unboxing video where reasonably available;
• a short description of the issue noticed.

Failure to provide sufficient evidence may limit our ability to verify and approve the request, especially in cases involving physical damage claims.

Opened, Used, or Altered Items

Products that have been opened, used, partially consumed, altered, damaged after delivery, or handled in a way that affects their resale or hygienic condition may not be eligible for return or refund unless the issue is attributable to a verified defect present at delivery.

Due to the nature of personal and spiritually aligned products, SevenHeaven reserves the right to decline returns where product sanctity, hygiene, or condition cannot be reasonably assured after delivery and customer handling.

Non-returnable Items

Unless otherwise mandated by law, the following categories are generally not returnable:

• items returned only due to change of mind;
• products that have been opened, used, or intentionally tampered with after receipt;
• personal-use items where hygienic integrity is compromised;
• products damaged due to mishandling after delivery;
• orders with incomplete, unverifiable, or delayed return claims;
• gift items, promotional items, or limited-offer additions unless delivered damaged or incorrect.

How to Raise a Request

To request assistance, please write to us at customerhelp7heaven@gmail.com or contact our team using the details on this page. Please include your order number, contact details, issue description, and supporting evidence.

Requests that are unclear, incomplete, or unsupported by basic verification material may take longer to process or may be declined if the issue cannot be reasonably established.

Review and Approval Process

Once a request is received, our team will review the details and may ask for additional information if required. Approval of a return, replacement, refund, store credit, or other resolution is subject to verification of the claim.

SevenHeaven reserves the right to determine the most appropriate resolution depending on product category, stock availability, claim validity, delivery condition, and order history. Approval of one request does not create an obligation to approve future requests under different circumstances.

Refund Process

Where a refund is approved, the amount will ordinarily be processed back to the original payment method used for the order, unless otherwise agreed or operationally required.

Refund timelines may vary depending on payment gateway, banking channels, and the nature of the transaction. Approved refunds are generally initiated within 5–7 working days after approval, but final credit timing depends on the relevant financial institution or payment provider.

Shipping charges, convenience charges, platform fees, or payment gateway deductions may or may not be refundable depending on the nature of the claim, the stage at which cancellation occurred, and the actual loss or cost already incurred by us.

Replacement Policy

In certain verified cases, we may offer a replacement instead of a refund where the same item is available and replacement is considered the most suitable resolution.

Replacement dispatch is subject to stock availability, successful verification of the original issue, and return or reverse-pickup conditions where applicable.

Order Cancellations

Orders may be cancelled only before they have been processed, packed, or dispatched. Once an order enters the fulfillment stage, cancellation may not be possible.

If cancellation is requested after payment but before dispatch, any refund issued may be subject to applicable gateway deductions, transaction costs, or operational handling charges where legally permissible.

SevenHeaven may also cancel an order at its discretion in situations including stock unavailability, pricing errors, verification concerns, delivery limitations, suspected misuse, or force majeure circumstances. In such cases, any eligible refund will be processed accordingly.

Shipping, Reverse Pickup, and Return Handling

If a return is approved, we will inform you whether a reverse pickup will be arranged or whether the item must be shipped back according to instructions shared by our team.

Products returned without prior approval, without required packaging, or to an unauthorized address may not be accepted. Customers should not independently dispatch returns unless instructed by SevenHeaven.

Items must usually be returned in their original packaging, along with all accessories, inserts, labels, and unused components wherever applicable.