Refund policy

RETURN, REFUND & EXCHANGE POLICY

Effective Date: 1st July 2026

At URJA INC, every product is thoughtfully handcrafted, carefully prepared, and securely packaged with attention to quality and detail.

As our products are wellness-inspired lifestyle accessories made using natural stones and handcrafted materials, we maintain a strict yet fair return and refund policy to ensure transparency and protect both our customers and business operations.

Please read this policy carefully before placing an order.

1. ELIGIBILITY FOR RETURNS, REFUNDS & EXCHANGES

URJA INC accepts return, refund, or exchange requests only under the following conditions:

  • Wrong product delivered
  • Product received in damaged condition
  • Product received broken during transit

We do not accept returns, refunds, or exchanges for reasons including:

  • Change of mind
  • Personal dislike
  • Incorrect product selection by customer
  • Delay caused by courier partners
  • Minor size differences
  • Natural stone variations
  • Used or worn products
  • Damage caused after delivery
  • Sale or discounted items
  • Personal expectations related to crystal usage or symbolism

2. IMPORTANT NATURAL STONE & HANDCRAFT DISCLAIMER

All URJA INC products are handcrafted using natural stones and materials.

Slight variations in:

  • Color
  • Texture
  • Pattern
  • Shape
  • Shine
  • Surface appearance

are natural characteristics of handcrafted crystal products and shall not be considered defects.

Product images are for representation purposes only and actual products may vary slightly.

3. MANDATORY CLAIM REQUIREMENTS

To raise a valid damage, wrong item, or broken product claim:

Customers must:

  • Contact us within 24 hours of delivery completion
  • Provide a complete uninterrupted unboxing video
  • Provide clear photos of the product and packaging

Claims submitted without proper proof may not be accepted.

The unboxing video must clearly show:

  • Sealed package condition before opening
  • Opening process
  • Product condition inside the package

Edited, cut, paused, incomplete, or unclear videos may be rejected.

4. REPLACEMENT POLICY

For approved claims, URJA INC will prioritize a replacement whenever possible.

Replacement eligibility shall be determined after verification by our support team.

Replacement requests may be denied if:

  • Required proof is missing
  • Product damage appears customer-caused
  • Claim appears fraudulent or suspicious
  • Policy conditions are not met

Approved replacement orders shall be processed without additional return shipping charges to the customer.

5. REFUND POLICY

Refunds shall only be considered under situations including:

  • Replacement not possible
  • Wrong item delivered and replacement unavailable
  • Product completely damaged during transit
  • RTO (Return to Origin) cases
  • Courier/logistics failures
  • Undelivered prepaid orders caused by logistics issues

Approved refunds will be processed only to the original payment method used during checkout.

Refund processing timelines may take approximately 5–10 business days after approval, depending on banking and payment gateway processes.

Shipping charges are non-refundable except in cases involving:

  • Wrong product delivery
  • Damaged product delivery
  • Courier/logistics failure

6. RETURN SHIPPING

For approved return or replacement cases, return shipping arrangements and applicable costs shall be handled by URJA INC.

Customers must not self-ship products without prior approval from our support team.

Unauthorized returns may not be accepted.

7. MISSING PACKAGE CLAIMS

If tracking information shows “Delivered” but the customer claims non-receipt:

  • Customers must contact us within 24 hours of delivery update
  • URJA INC will investigate the matter with the courier partner
  • Resolution shall depend on courier investigation and verification

Please note:

Most deliveries may include OTP-based verification at the time of delivery.

Once an OTP has been successfully verified and delivery is marked completed by the courier partner, URJA INC shall not be held responsible for claims stating non-delivery after successful OTP confirmation.

Customers are advised not to share delivery OTPs before physically receiving the package.

8. POLICY ABUSE & FRAUD PROTECTION

URJA INC reserves the right to:

  • Reject suspicious claims
  • Deny fraudulent refund/replacement requests
  • Refuse repeated misuse attempts
  • Take necessary action in cases of policy abuse

Claims involving manipulated proof, intentional misuse, or dishonest practices may be permanently restricted from future purchases or support eligibility.

9. ORDER CANCELLATION REFERENCE

For cancellation-related terms, please refer to our separate Cancellation Policy.

Orders may only be cancelled within the eligible cancellation window mentioned in the Cancellation Policy.

10. PRODUCT CARE RESPONSIBILITY

URJA INC shall not be responsible for damage occurring after successful delivery due to:

  • Water exposure
  • Chemical exposure
  • Perfume contact
  • Mishandling
  • Accidental breakage
  • Improper storage
  • Excessive stretching
  • General wear and tear

Customers are advised to carefully follow all care instructions provided with the product.

11. FINAL DECISION RIGHTS

All return, refund, replacement, and claim decisions shall be made solely at the discretion of URJA INC after verification and investigation.

URJA INC reserves the right to refuse any request that does not comply with this policy.

12. CONTACT INFORMATION

For return, refund, or exchange support, customers may contact:

URJA INC
📧 support@urjainc.co.in