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 you have received a wrong item, please notify us within 48 hours of delivery via email or WhatsApp [+91-9871356030] 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

• Change-of-mind returns are accepted only if you decide you do not need the order after it has been delivered.
• You must request the return within 24 hours of delivery.
• The parcel must remain completely unopened and untampered with. The outer packaging/seal/tape/label must not be opened, removed, or damaged.
• If the parcel has been opened for any reason, change-of-mind return eligibility will no longer apply.
• Returning the product will be customer's responsibility or a reverse shipping charge will be applicable [if pickup service is available].
• Outbound shipping charges and COD fees are non-refundable.
• We reserve the right to reject a change-of-mind return if the parcel shows any signs of opening, tampering, or damage.

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. Customer Support & Communication

For any questions, concerns, or assistance with your order, please contact us only through our official customer support channels:

📞 Customer Support: +91-9871356030
✉️ Email: hello@thezencrystals.com

Please do not call or message any other number from which you may receive automated communications such as order confirmations, shipping updates, tracking notifications, or delivery updates. These numbers are used by our API/automated systems and are not monitored for incoming calls or messages. Any calls or messages sent to these numbers will not be received or responded to by our customer support team.

Customer Support Hours:
Monday to Saturday | 11:00 AM – 6:00 PM IST

If you contact us outside our working hours, please allow us time to respond when our support team is back in the office. Messages received outside working hours will be addressed during the next available support window.

6. 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.]

7. 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.

⚖️ 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.