Last Updated: 01-09-2026
At AAKAARAM, we want customers to receive products that match the information presented at the time of purchase.
Our products include gemstone jewellery and accessories, marble and stone décor, spiritual products, sculptures, handcrafted items, customised products and other natural-material creations. Because these products differ in material, size, fragility and degree of customization, return eligibility may vary by product.
This Returns & Refunds Policy explains when an order may be returned, replaced, cancelled or refunded.
1. Return Eligibility
A return, replacement or refund request may be considered where:
- You received the wrong product
- The product arrived damaged during transit
- An item or component is missing
- The product has a material manufacturing defect
- The product is materially different from the description or specifications provided at the time of purchase
- Another return right applies under applicable consumer law
For eligible standard products, we may also offer a return window of [7 days] from delivery, subject to the conditions stated in this Policy.
The applicable return eligibility for a particular product may also be mentioned on its product page.
2. Reporting a Problem
If you receive a damaged, incorrect, incomplete or defective product, please contact us within [48 hours] of delivery.
Contact:
Email: [Support Email]
WhatsApp: [Business Number]
Please provide:
- Order number
- Customer name
- Description of the issue
- Clear photographs of the product
- Photographs of the outer and inner packaging
- Shipping label
- Unboxing video, if available
Please keep the original product and packaging until the matter has been reviewed.
3. Unboxing Videos
For marble, stone, sculptures, fragile products and high-value orders, we strongly recommend recording a continuous unboxing video beginning with the sealed package and continuing until the complete product is visible.
An unboxing video can help us verify:
- Transit damage
- Missing items
- Incorrect products
- Packaging condition
However, the absence of an unboxing video will not automatically remove rights that a customer may have under applicable law.
Other reasonable evidence, including clear photographs and courier records, may also be considered.
4. Conditions for Standard Returns
Where a standard product is eligible for return for reasons other than defect, damage or incorrect supply, it should normally be:
- Unused
- Unworn, where applicable
- Unwashed
- Unaltered
- Undamaged after delivery
- In resalable condition
- Returned with original packaging
- Returned with accessories, documents, certificates or reports supplied with it
- Accompanied by proof of purchase
Products showing signs of use, damage caused after delivery, deliberate alteration or missing parts may not qualify for a discretionary return, subject to applicable consumer rights.
5. Gemstone Products
Gemstones are natural materials and may vary from one piece to another.
Natural variations may include:
- Colour
- Shade
- Pattern
- Transparency
- Inclusions
- Surface characteristics
- Bead size
- Texture
Where such characteristics are natural to the stone and reasonably consistent with the product description and photographs, they will not normally be treated as manufacturing defects.
If the gemstone supplied is materially different from the stated material, laboratory information or product description, please contact us so that we can investigate the issue.
6. Lab-Tested Gemstone Products
Where an AAKAARAM gemstone product is supplied with an individual or product-specific laboratory test report, the report forms part of the product documentation.
If returning an eligible product, all original reports, certificates or identification documents supplied with the product must also be returned.
If a laboratory report has been damaged, altered, replaced or separated from the product in a way that prevents reasonable identification, the return may require additional verification.
A laboratory report relates only to the specimen or product identified by that report.
7. Marble and Natural Stone Products
Marble and natural stone may naturally differ in:
- Veining
- Grain
- Colour
- Tone
- Texture
- Surface pattern
- Natural markings
These variations are inherent characteristics of natural stone.
A product will not normally be considered defective merely because its natural pattern or veins differ from photographs of another piece, provided it remains consistent with the product description.
However, significant cracks, breakage, structural damage or material differences not disclosed before purchase may be reviewed as possible defects or transit damage.
8. Handcrafted Products
Some AAKAARAM products involve manual carving, polishing, finishing, assembly or other craftsmanship.
Small differences in:
- Shape
- Finish
- Carving
- Dimensions
- Surface detail
may occur between individual pieces.
Reasonable handcrafted variation should not automatically be considered a defect.
Material deviations that substantially affect the appearance, function or specifications of the ordered product may be reviewed separately.
9. Damaged Products
If an item is damaged during transit, contact us within the reporting period mentioned above.
Do not dispose of:
- The product
- Outer box
- Inner box
- Protective materials
- Shipping label
until the claim has been reviewed.
After verification, an eligible claim may be resolved through:
- Replacement
- Repair, where appropriate and agreed
- Refund
- Another mutually agreed resolution
depending on the product and circumstances.
10. Wrong Product Received
If we send a product different from the item ordered, please contact us within [48 hours].
Once verified, we will arrange an appropriate return or replacement at no additional return-shipping cost to you, subject to applicable circumstances.
11. Missing Items
If your order is incomplete, contact us within [48 hours] and provide photographs or an unboxing video where available.
After verification, we may:
- Send the missing item
- Replace the affected product
- Issue an appropriate refund
depending on the circumstances.
12. Customised and Personalised Products
Customised products are made according to customer-specific requirements.
These may include:
- Engraving
- Names
- Custom dimensions
- Custom designs
- Selected materials
- Custom stone combinations
- Customer-supplied photographs
- Custom sculptures
- Bespoke décor pieces
Once production has begun, customised products generally cannot be cancelled or returned simply because the customer changes their mind.
However, this does not prevent a customer from raising a genuine claim where the product is:
- Damaged
- Defective
- Incorrectly customised due to our error
- Materially different from the approved specifications
Customers are responsible for checking spelling, dimensions, designs and other custom details before approval.
13. Made-to-Order Products
Made-to-order products may be produced specifically after an order is received.
Because these products may not be held as regular inventory, change-of-mind returns may not be available where this condition was clearly disclosed before purchase.
Claims relating to damage, defects or material mismatch will still be reviewed according to applicable law and this Policy.
14. Products That May Not Be Eligible for Change-of-Mind Returns
Subject to applicable law and product-specific disclosures, the following may not normally be eligible for discretionary change-of-mind returns:
- Personalised products
- Custom-made products
- Made-to-order products
- Products altered at the customer’s request
- Products damaged after delivery
- Products returned incomplete
- Products showing significant use
- Products whose original lab report or essential documentation is missing where required for identification
- Clearance or final-sale products where clearly disclosed before purchase
This section does not override rights relating to defective, damaged, incorrect or misrepresented goods.
15. Return Request Process
To request a return:
- Contact us at [Support Email / WhatsApp] within the applicable return period.
- Provide your order number and reason for return.
- Provide requested photographs or other evidence.
- Wait for return instructions and approval.
- Pack the product securely using suitable protective packaging.
- Return all accessories and documents supplied with the product.
Please do not send products back without first contacting us, particularly marble, stone, fragile or high-value products.
16. Return Shipping Costs
Where AAKAARAM Is Responsible
If a return is approved because:
- The wrong product was supplied
- The product arrived damaged
- There is a verified manufacturing defect
- The item is materially different from the product ordered
AAKAARAM will normally arrange or bear reasonable return-shipping costs.
Change-of-Mind Returns
Where a discretionary return is accepted without any error or defect attributable to AAKAARAM, the customer may be responsible for return-shipping charges unless otherwise stated.
Original shipping fees may also be non-refundable in such cases where legally permissible.
17. Packaging Returns Safely
Customers returning products are responsible for packaging them appropriately unless the return is collected directly by an authorised logistics partner.
Marble, stone and fragile products must be returned using adequate protective packaging.
Where possible, customers should reuse the original protective packaging.
Damage caused during a customer-arranged return due to clearly inadequate packaging may affect the resolution, subject to applicable legal rights.
18. Inspection of Returned Products
Returned products may be inspected after they are received.
We may verify:
- Product identity
- Condition
- Signs of use or damage
- Original accessories
- Packaging
- Laboratory report or certificate
- Reason for return
For eligible returns, the appropriate replacement or refund will be processed after reasonable verification.
19. Refund Method
Approved refunds will normally be issued to the original payment method where technically possible.
Depending on the transaction, refunds may be processed through:
- Original card
- UPI
- Bank account
- Payment gateway
- Other original payment method
For Cash on Delivery orders, we may request valid bank or UPI details for processing an approved refund.
20. Refund Processing Time
Once a refund is approved and initiated by AAKAARAM, we will normally process it within [5–7 business days].
After initiation, additional time may be required by:
- Banks
- Card networks
- UPI providers
- Payment gateways
to reflect the amount in your account.
These external processing times are outside our direct control.
21. Partial Refunds
In certain circumstances, a partial refund may be mutually agreed instead of a full return.
For example:
- Minor cosmetic issue
- Missing non-essential component
- Customer chooses to retain a product with an agreed adjustment
A partial refund will only be issued after agreement between the customer and AAKAARAM.
22. Replacement Instead of Refund
Depending on availability and the nature of the issue, we may offer a replacement where appropriate.
If a replacement product is unavailable, we may offer:
- Refund
- Alternative product with customer approval
- Store credit only where the customer voluntarily agrees to it
A customer will not be forced to accept store credit where a refund is legally due.
23. Exchanges
Where exchanges are offered, availability may depend on:
- Stock
- Product type
- Size or variation
- Product condition
- Delivery location
Shipping charges may apply to discretionary exchanges.
Custom and made-to-order products may not be eligible for standard exchanges unless there is a verified problem with the supplied item.
24. Order Cancellation Before Dispatch
For standard ready-to-ship products, cancellation may be requested before dispatch.
If an order has already entered packing or shipping, cancellation may not always be possible.
For custom or made-to-order products, cancellation terms may depend on whether:
- Material has been purchased
- Production has started
- Customisation has begun
- Laboratory testing has been commissioned
Any applicable deduction or cancellation condition will be communicated where relevant and legally permitted.
25. Cancellation by AAKAARAM
We may cancel an order where there is a legitimate reason, including:
- Product unavailable
- Payment failure
- Pricing error
- Fraud concern
- Shipping not possible
- Product cannot reasonably be produced
- Legal or regulatory restriction
If we cancel a prepaid order, the amount paid for the cancelled item will be refunded according to the applicable payment method.
26. Sale and Promotional Products
Sale or promotional products remain subject to rights available under applicable law.
We may restrict discretionary change-of-mind returns for clearance or final-sale items only where such restrictions are clearly disclosed before purchase.
Damaged, defective, incorrect or misrepresented goods will be handled separately.
27. International Returns
International returns may be more complex because of:
- Shipping costs
- Customs procedures
- Import/export documentation
- Duties and taxes
- Product weight
- Fragile packaging
Customers should contact us before returning any international order.
Do not send an international return without written return instructions.
28. International Duties and Taxes
Customs duties, VAT, import taxes and similar charges paid to destination-country authorities are generally controlled by those authorities rather than AAKAARAM.
Where a return occurs, reimbursement of such charges may depend on the destination country’s customs procedures.
AAKAARAM cannot guarantee refunds of taxes or duties collected directly by foreign authorities.
29. Return of Large Marble and Stone Products
Large marble sculptures, statues and heavy stone products may require specialised return transport.
Please do not arrange independent return freight without contacting us.
If a return is approved, we will discuss:
- Collection
- Packaging
- Transport method
- Insurance where applicable
- Return freight responsibility
based on the reason for return.
30. Product Care and Customer-Caused Damage
Returns may not be approved as manufacturing defects where damage occurs due to:
- Dropping or impact
- Improper installation
- Incorrect cleaning chemicals
- Poor handling
- Exposure contrary to care instructions
- Unauthorised alteration
- Normal wear and tear
This does not affect claims for problems that existed when the product was delivered.
31. Colour Differences on Screens
We make reasonable efforts to photograph products accurately.
However, screens, lighting and camera settings may display colours differently.
Minor screen-related colour differences alone may not constitute a defect, particularly for naturally variable materials.
If there is a substantial difference from the description or photographs, please contact us for review.
32. Consumer Rights
Nothing in this Returns & Refunds Policy is intended to remove or restrict any consumer right that cannot lawfully be excluded.
Where applicable law gives a customer stronger rights than a provision in this Policy, applicable law will prevail.
33. Policy Abuse and Fraudulent Claims
We reserve the right to investigate suspicious or fraudulent return activity.
This may include situations involving:
- Repeated false damage claims
- Product substitution
- Altered laboratory reports
- Returning a different product
- Deliberate damage
- Fraudulent payment disputes
Legitimate customer claims will be handled fairly and separately from such investigations.
34. Changes to This Policy
AAKAARAM may update this Returns & Refunds Policy as our product range, shipping methods, business processes or applicable requirements change.
The updated version will be published on this page with a revised Last Updated date.
Orders will generally be handled according to the policies applicable at the time of purchase, subject to applicable law.
35. Contact Us
For return, replacement, cancellation or refund enquiries, contact:
AAKAARAM
Operated by: [Legal Business Name]
Address: [Business Address]
Email: [Support Email]
Phone / WhatsApp: [Business Number]
Website: www.aakaaram.com
Please include your order number whenever contacting us regarding an existing purchase.