Return and Refund Policy

Last updated: 27 July 2026

This Return and Refund Policy applies to orders placed through divinestore.sanatanajourney.com, operated under the Sanatana Journey / Divine Store brand by MASTERS INDIA SERVICES PRIVATE LIMITED (“Sanatana Journey”, “we”, “us” or “our”).

Please read this Policy before placing an order.

1. No standard returns, exchanges or refunds

Sanatana Journey currently does not offer standard returns, exchanges or refunds. In particular, we do not ordinarily accept requests based on:

• change of mind or buyer’s remorse;
• personal preference, including preference concerning colour, fragrance, texture, finish, size or appearance;
• ordering the wrong product, quantity, size or variant;
• no longer needing the product;
• refusal or failed delivery caused by an incorrect or incomplete address, an unreachable recipient or an unavailable recipient;
• dissatisfaction with a spiritual, ritual, astrological, wellness or other subjective outcome; or
• minor or inherent variations described below.

Refusing delivery or sending an item back without prior written authorisation does not create a return or refund right. Unauthorised returns may not be accepted or processed.

Nothing in this Policy limits a consumer right or remedy that cannot lawfully be excluded.

2. Natural, handmade and minor variations

Many products sold through Sanatana Journey may be handmade, hand-finished, artisanal or made from natural materials. Product photographs may also be affected by lighting, photography and screen settings.

Minor variations in colour, grain, pattern, texture, finish, fragrance, packaging, dimensions, weight, shape or other handmade or natural characteristics are normal and are not, by themselves, defects. Packaging or labels may vary between production batches without materially changing the product.

3. Requests we may review

Subject to proof, verification and this Policy, we may review a request if:

• you received a product different from the item confirmed in your order;
• the product was materially damaged in transit when delivered;
• an item or component confirmed as included was missing from the delivered shipment; or
• a return, replacement, refund or other remedy is required under applicable law.

Where applicable law requires a remedy—for example, in relation to goods that are defective, spurious, materially different from their advertised description or otherwise non-compliant—we will provide the remedy required by that law. This legal-rights exception is not limited by the other exclusions in this Policy.

A request is not approved merely because it has been submitted. We will review the order information, product details, evidence, delivery records and relevant circumstances before confirming eligibility.

4. Reporting timeframe

For a wrong, damaged or missing item, please notify us within 48 hours after the relevant shipment is delivered so that we can promptly preserve shipping records and investigate the issue.

A delay may affect our ability to verify the claim. However, this notification request does not shorten or remove any longer period or remedy that applicable law mandatorily provides.

For a possible missing item in a multi-product order, first check all tracking numbers. Products may be sent from different fulfilment locations and may arrive separately. Please report the issue only after the relevant shipment is marked delivered or all shipments that could contain the item have been delivered.

5. How to submit a request

Email info@sanatanajourney.com with the subject line “Order Issue – [Order Number]” and include:

• your full name, order number, registered email address and phone number;
• the affected product and quantity;
• a clear explanation of the issue;
• clear photographs of the product, shipping label, outer packaging and inner packaging;
• photographs showing the damage, wrong item or missing contents, as applicable;
• a continuous unboxing video from before opening through inspection of all contents, where reasonably available; and
• any other information reasonably requested to verify the issue.

Do not use, wash, alter, repair, dispose of or further damage the affected item. Keep the product, original packaging, labels, accessories, certificates, gifts and all delivered contents until we complete the review. If safe handling is not possible, contact us for instructions.

Submission of altered, misleading or incomplete evidence may result in rejection of the request, subject to applicable law.

6. Review and resolution

We may:

• ask for additional information or clearer evidence;
• compare the claim with order, packing, inventory and delivery records;
• arrange inspection, collection or return where reasonably necessary; and
• reject a claim that is unsupported, relates only to an excluded reason, or shows use, alteration, misuse or customer-caused damage.

If we approve an exception, the appropriate resolution will depend on the circumstances and may include:

• sending the missing item or component;
• replacing the wrong or damaged item;
• arranging an authorised return;
• issuing store credit, where you agree and applicable law permits; or
• issuing a full or partial refund.

We may choose the reasonable resolution after considering product availability, the nature of the issue, the evidence and applicable law. Where applicable law gives you a specific choice or remedy, that legal right will prevail.

An approved replacement remains subject to stock and delivery serviceability. If replacement is not reasonably available, we will offer another resolution required by applicable law.

7. Conditions for an authorised return

If we authorise a return, we will provide return instructions. Unless we confirm otherwise in writing:

• the item must be returned only through the method and address we provide;
• all original packaging, labels, accessories, certificates, gifts and components must be included;
• the product must not have been used, altered, washed or damaged after delivery; and
• the parcel must be handed over within the authorised timeframe.

We may refuse an unauthorised return or an item that does not match the approved claim, subject to applicable law.

We will bear reasonable return shipping costs where the return is approved because we sent a wrong item, the item arrived damaged, an included item was missing, or the law requires us to bear those costs. We are not responsible for items sent to an unapproved address or through an unapproved return method.

8. Refund processing

No refund is due unless we approve it or applicable law requires it.

If a refund is approved, it will ordinarily be initiated to the original payment method within 7–10 business days after approval or, where a return is required, after the returned item is received and verified. Your bank, card issuer, UPI provider or payment service provider may require additional time to credit the amount.

We will notify you using the contact details associated with the order. We are not responsible for processing delay caused solely by incorrect payment information, banking systems or third-party payment networks, but we will reasonably assist with a valid refund trace.

Any partial refund or lawful deduction will be explained to you. Nothing will be deducted where applicable law requires a full refund.

9. Failed delivery, refusal and return to origin

An incorrect or incomplete address, an unreachable or unavailable recipient, repeated failed delivery attempts, refusal without a legally valid reason, or failure to provide information reasonably needed for delivery does not create an automatic refund right.

If a prepaid order is returned to origin for such a reason, we will review the circumstances. Where operationally possible, reshipment may be offered after confirmation of corrected details and payment of any additional lawful shipping or handling cost. Any cancellation, credit or refund will depend on our review, costs already incurred and applicable law.

10. Order cancellation by Sanatana Journey

If we cancel a prepaid item because it is unavailable, cannot be fulfilled, contains a material pricing or listing error, or cannot lawfully be supplied, we will issue the applicable refund or other remedy in accordance with law.

11. Abuse and fraud prevention

We may reject claims supported by fabricated, altered or misleading evidence, claims involving product substitution or tampering, or repeated abusive use of the claim process. We may restrict future transactions or take lawful action in cases of suspected fraud. This clause will not be used to deny a genuine statutory consumer claim.

12. Contact

To report an order issue or ask about this Policy, contact:

Sanatana Journey / Divine Store
MASTERS INDIA SERVICES PRIVATE LIMITED
D247/4A, Basement, B-01, Sector-63, Noida, Gautam Buddha Nagar, Uttar Pradesh 201301, India
Email: info@sanatanajourney.com
Website: divinestore.sanatanajourney.com