Refund policy

🌿 The Zen Crystals - Refund, Return & Cancellation Policy

Last updated: 16th Oct'25

At The Zen Crystals, our mission is to deliver authentic, certified, and energetically cleansed crystals that help you heal, manifest, and grow. Every product is carefully inspected before dispatch.
Still, if something isn’t right, we’re here to help you with a fair, transparent, and lawful process.

1. Types of Returns & Eligibility

A. Damaged / Defective / Incorrect Product Received

• If your item is damaged in transit, defective, or not as described, please notify us within 48 hours of delivery via email or WhatsApp with clear photos and an unboxing video.
• Once verified, we’ll arrange a free reverse pickup or ask you to ship it back (cost refunded later).
• You may choose between replacement, exchange, or full refund (including shipping).

B. Change of Mind Returns

• You may request a return within 10 calendar days of delivery for unused, unopened items.
• The product must be in its original packaging, with invoice and tags intact.
• In such cases, return shipping charges are borne by the customer.
• Outbound shipping and COD fees are non-refundable.

C. Size Issues for Bracelets, Rings & Wearables

• For size mismatches, please contact us for resizing options.
• We do not offer free returns for incorrect size selection made by the buyer.
• You can send the product back for resizing by paying a nominal service and re-shipping charge.

D. Non-Returnable Items

• Customised or personalised products
• Crystal consultation services, numerology reports, or digital products like webinars, e-book etc
• Used or damaged items not in their original packaging

2. Refund Process & Timelines

• Once your return is received and inspected, we will approve or reject the refund.
• Approved refunds will be processed to your original payment method within 5-7 business days.
• If your order was COD, we’ll request your bank details for NEFT/UPI refund.
• In case of delays beyond this period, we’ll inform you with valid reason and expected resolution date.

3. Cancellations & Return-to-Origin (RTO)

• Orders can be cancelled within 24 hours of placement provided they haven’t been shipped.
• For prepaid orders refused on delivery (RTO), a refund will be issued after deducting outbound shipping costs.
• COD charges are non-refundable once an order is dispatched.

4. Natural Stone Disclaimer

Our crystals are sourced from nature, not factories. Therefore, variations in colour, texture, inclusions, or natural lines are signs of authenticity - not defects. Each stone is unique, just like you.

5. Consumer Rights & Transparency

We strictly comply with the Consumer Protection Act 2019 and the Consumer Protection (E-Commerce) Rules 2020.
Nothing in this policy limits your legal rights to seek redress for defective, mis-described, or sub-standard goods.

[At The Zen Crystals, we are committed to maintaining fairness and transparency for all customers.
However, raising false chargeback or fraud claims after confirmed delivery of products will be treated as abuse of payment systems and may invite civil and criminal action under applicable laws in India, including but not limited to the Information Technology Act, 2000 and the Indian Penal Code.

We encourage customers to contact us directly for resolution before initiating any dispute through their payment provider.]

6. Grievance Redressal Officer

In accordance with Rule 5(5) of the Consumer Protection (E-Commerce) Rules 2020:
Grievance Officer: Customer Support
Email: hello@thezencrystals.com
Phone: +91 98713 56030 (Mon–Sat, 11 AM – 6 PM)
We will acknowledge your grievance within 48 hours and aim to resolve it within 30 calendar days.

7. Contact Us

For return requests, order-related queries, or guidance, contact our support team via:
📧 hello@thezencrystals.com
📱 Phone/WhatsApp: +91 98713 56030
📍 The Zen Crystals — Ajmer, Rajasthan, India

⚖️ Legal Note

By purchasing from The Zen Crystals, you agree that this policy is governed by the laws of India, and any disputes are subject to the jurisdiction of Ajmer, Rajasthan.
This policy does not limit any statutory rights under Indian consumer law.

🌸 In Simple Words

If it’s our mistake → we fix it free.
If it’s your change of mind → we help you return smoothly.
If it’s nature’s uniqueness → embrace it as energy made for you.