1. Who Is Nugwale?

Nugwale is a company incorporated under the laws of India, having its registered office at 103 Pankaj Tower, Mayur Vihar Phase-1, Near Metro Station, Delhi – 110091, India ("Company"), operates www.nugwale"Platforms"), which inter alia facilitates the purchase of spiritual and puja-related products such as gemstones, rudraksha, malas, yantras, and other sacred items sold under the ‘Nugwale’ brand ("Products") to the users of the Platforms ("Users")

2. What Is This Return And Refund Policy?

2.1 In keeping with Nugwale’s goal of ensuring User satisfaction, this Return and Refund Policy (“Return and Refund Policy”), together with the Terms of Use, sets out Nugwale’s procedures and policies in accepting Product returns, once a Product has been delivered to a User after purchase from the Platforms. Any return of Products by Users shall be governed by and subject to the terms and conditions set out under this Return and Refund Policy.

2.2 Users are required to peruse and understand the terms of this Return and Refund Policy. If you do not agree to the terms contained in this Return and Refund Policy, you are advised not to accept the Terms of Use and may forthwith leave and stop using the Platforms. The terms contained in this Return and Refund Policy shall be accepted without modification and you agree to be bound by the terms contained herein by initiating a request for purchase of Product(s) on the Platforms.

3. Terms Of Return And Refund

3.1 the User is dissatisfied with the purchased Product received from Nugwale, or in the event where there are defects and deficiencies in the Product (attributable to, and accepted by Nugwale after due verification at its sole discretion), a User may initiate a request for returning the Product on the Platforms. The User shall initiate such requests for a return not later than 2 (two) days from the date on which he/she received the delivery of the Product. While raising a request for return on the Platforms, the User shall have the option to seek a refund of the money paid by him/her towards the purchase of the Product. The User will be required to produce a copy of the original invoice at the time of placing a request for return or exchange of Products. Nugwale reserves the right to alter and enforce this Return and Refund Policy at any time without having to serve a prior notice on the User.

3.2 A User is permitted to fully or partially cancel orders prior to its dispatch from Nugwale. Upon successfully placing an order on the Platforms and after Nugwale has successfully handed over the Product(s) to its Logistic Partner (as defined in the Delivery Policy), the User will receive a unique tracking identity number, which will enable the User in tracking the status of delivery of the purchased Products. Prior to the dispatch of the purchased Products, should the User decide to cancel the purchase, the User can do so by referencing the unique tracking identity number received by the User and requesting Nugwale to process a cancellation by sending an email to sale@nugwale.in. In all events of cancellation, prior to the dispatch of the purchased Products, Nugwale shall initiate refunds within 2 (two) business days from the date on which it received the request from the User. The refund will reflect in the User’s bank account within such reasonable time (subject to the policies of the User’s bank in case of bank account/credit card refunds) from the date on which Nugwale initiates the refund. All refunds shall be subject to applicable charges as may be deducted by the User’s bank.

3.3 If a User has purchased Products which form a part of a package of other Products, or if the Product forms a part of a promotional package (collectively, the “Bundled Package”), the User shall be required to return all the Products that form a part of the Bundled Package for Nugwale to process refunds. For illustrative purposes, if the User has purchased a gemstone and a rudraksha mala as 1 (one) Product in a promotional package, the User will be required to return both the gemstone and the rudraksha mala and will not be permitted to return either only the gemstone or only the mala from the Bundled Package.

3.4 User can return the following categories of products only in case of a manufacturing defect: 3.4.1 Spiritual Accessories (e.g., malas, yantras, holders) 3.4.2 Gemstones and Rudraksha (only if certified defective or damaged at delivery)

3.5 Return of or refund for purchased Products shall not be entertained by Nugwale if: 3.5.1 The Product has been used for reasons apart from inspection. 3.5.2 The original packaging, certification, or accessories have been damaged or discarded. 3.5.3 The serial number/bar code/certification of the Product does not match Nugwale’s records. 3.5.4 The accessories delivered with the Product (such as boxes, pouches, certificates) are not returned in undamaged condition. 3.5.5 There are any dents, scratches, tears or any other damage to the Products or any part thereof. 3.5.6 The Product is not returned in the tamper-proof packaging provided by Nugwale. 3.5.7 The gifts accompanying the purchased Product have not been returned, or upon being returned, show signs of being used or defect. 3.5.8 Nugwale is satisfied that the Product has been rendered defective or unusable. 3.5.9 Nugwale shall not accept return or refund requests raised for any such Products that may be specified by Nugwale from time to time.

3.6 Nugwale shall not accept return or refund requests raised for any such Products that may be specified by Nugwale from time to time.

3.7 Nugwale shall initiate a process of refund of the money paid by the User towards purchase of a Product, if upon conducting quality checks, it is satisfied that the Product being returned entitles the User to a refund. It is further clarified that Nugwale shall not be required to make any refund in respect of any Product that it deems ineligible for a refund based on such quality checks.

3.8 It is expressly clarified that the refund entitled to by a User shall not include money paid towards shipping charges or any other such charges applicable from time to time, except in case of a Product having a defect at the time of delivery (for reasons attributable to, and accepted by Nugwale after due verification at its sole discretion).

3.9 Nugwale shall make all reasonable attempts to keep the User apprised of the status of refund through updates shared on the User’s registered mobile number and email address. Nugwale disclaims all liabilities that may arise on account of its failure to keep the User apprised of the status of the refund.

3.10 In the event a User returns a Product that is not accompanied by the accessories, gifts or other items originally bundled with such Product, Nugwale shall have the right, exercisable at its sole discretion, to (i) (a) refuse to accept the return of such Product, or (b) process any refund thereof, or (ii) deduct the amount payable in respect of such items from the amount of refund such User is entitled to.

3.11 Nugwale shall, subject to the satisfactory completion of required quality checks on the returned Products, initiate a refund request. If the request for refund is undisputed by Nugwale, the refund should reflect in the User’s bank account within such reasonable time (subject to the policies of the User’s bank in case of bank account/credit card refunds) from the date on which Nugwale initiates the refund.

3.12 Refunds shall be processed by Nugwale through its normal banking channels. Further, should the User have used more than 1 (one) payment option for the purchase of Products on the Platforms, Nugwale shall process all refunds through a Payment Option (as defined in the Fee, Payment and Promotions Policy) Nugwale deems fit, in its sole discretion, to process such refunds.

3.13 Return of purchased Products are facilitated through Nugwale’s reverse-logistics partners. Upon a User making a request for return of Product on the Platforms and the same being duly acknowledged by Nugwale, Nugwale’s reverse-logistics partners shall get in touch with the User in order to collect the purchased Products from the User and delivering it to Nugwale.