Refund policy

Effective Date: September 9, 2026

At Vashtara Heaven, we want you to have a smooth shopping experience. This policy explains the conditions under which orders may be cancelled, returned, exchanged, or refunded.

1. Order Cancellation

Cancellation requests can be made within 7 days of placing the order.
Cancellation may not be possible once the order has been shipped or is out for delivery.
If an order cannot be cancelled because it has already been shipped, you may refuse the package at the time of delivery, where applicable.
Once an order has been successfully delivered, the cancellation policy no longer applies and any return or exchange will be subject to the applicable return conditions below.

2. Non-Returnable Products

Certain products may not be eligible for cancellation, return, exchange, or refund.

These may include:

Perishable products
Food and edible items
Products specifically marked as non-returnable on the product page
Products purchased during certain sale or promotional periods, where clearly stated
Personalized or customized products, where applicable

Any product-specific return restrictions will be communicated on the product page or at the time of purchase.

3. Return & Exchange Period

We accept eligible return or exchange requests within 2 days from the date of delivery/purchase, as applicable.

After the applicable 2-day period has passed, we may not be able to accept return, exchange, or refund requests.

4. Conditions for Return or Exchange

To be eligible for a return or exchange:

The product must be unused and unworn.
The product must be in the same condition in which you received it.
The original packaging, tags, labels, and accessories should be intact, where applicable.
You should provide the order details or proof of purchase.
Products that have been damaged, altered, washed, used, or otherwise mishandled after delivery may not be eligible for return or exchange.

5. Damaged or Defective Products

If you receive a product that is damaged, defective, or incorrect:

Contact our customer service team within 2 days of receiving the product.
Provide your order number and clear photographs/videos showing the issue.
Our team may inspect or review the claim before approving a return, replacement, or refund.
If the issue is verified, we may offer a replacement, exchange, or refund, depending on product availability and the circumstances.

6. Product Not as Described

If the product you receive is significantly different from the description or images shown on our website, please contact us within 2 days of delivery.

After reviewing your complaint, our customer service team will determine the appropriate resolution, which may include a replacement, exchange, or refund where applicable.

Minor differences in colour, appearance, texture, or measurements may occur due to photography, lighting, screen settings, manufacturing variations, or product characteristics and may not necessarily qualify for a return.

7. Sale & Discounted Products

Products purchased during a sale, clearance, discount, or promotional offer may be non-returnable or non-exchangeable, if specifically mentioned on the product page or at the time of purchase.

Defective or damaged products may still be eligible for an appropriate resolution, subject to verification and applicable law.

8. Return Process

To request a return or exchange:

Contact our customer service team within the applicable return period.
Provide your order number and reason for the return/exchange.
Provide photographs or videos if requested.
Wait for confirmation from our team before sending the product back.
Return the product in its original condition and packaging.
Once we receive the returned product, it will be inspected.
If the return is approved after inspection, we will process the applicable exchange or refund.

Please do not send products back without receiving return instructions from our customer service team.

9. Refund Processing

Once a return is received and successfully inspected, we will notify you about the status of your refund.

If your refund is approved:

The refund will generally be initiated within 2 business days after approval.
The actual time for the amount to appear in your account may depend on your bank, card issuer, payment gateway, or other payment service provider.
Refunds will generally be made to the original payment method, where applicable.

10. Replacement & Exchange

Replacement or exchange is subject to product availability.

If the requested replacement product is unavailable, we may provide an alternative resolution, such as a refund, where applicable.

11. Manufacturer Warranty

Some products may be covered by a manufacturer's warranty.

For issues specifically covered under a manufacturer's warranty, you may be required to contact the manufacturer or authorized service center directly.

Where appropriate, we will assist you with the relevant information or process.

12. Return Shipping

Return shipping charges, if any, may depend on the reason for the return.

Where a product is confirmed to be defective, damaged, incorrect, or significantly different from the product description, we may provide an appropriate return solution in accordance with our policy and applicable law.

For returns due to reasons such as change of mind, incorrect selection, or other customer-related reasons, return shipping charges may apply where permitted.

13. Inspection & Approval

All return, exchange, replacement, and refund requests are subject to verification and quality inspection.

Submitting a return request does not automatically guarantee approval.

We reserve the right to reject a request if the product does not meet the eligibility conditions described in this policy, subject to applicable consumer protection laws.