_Last updated: 24 September 2026_
We want you to keep what you ordered. When something goes wrong, this policy explains what we do about it.
Quick summary
| Situation | What we do | Time limit to tell us |
|---|---|---|
| Item arrived damaged or broken | Free replacement, or full refund | 48 hours after delivery |
| Wrong item or missing item | We send the right item free, or refund | 48 hours after delivery |
| Changed your mind (item unused) | Refund of product price after we receive the item back | 7 days after delivery |
| Changed your mind (wicks, incense) | Not returnable for hygiene reasons | – |
1. Damaged, wrong or missing items
- Within 48 hours of delivery, email diwalideals23232@gmail.com with your order number.
- Attach photos of the damaged item, the inner packaging and the outer box with the shipping label. For a missing item, a photo of everything you received is enough.
- We reply within one working day and confirm a replacement or a refund. You choose which, subject to stock.
- For a replacement, we dispatch the new item free of charge within two working days. You do not need to send the damaged one back unless we ask; if we do, we arrange and pay for the pickup.
- For a refund, see Section 4.
We accept damage claims without photos only in rare cases and at our discretion, so please photograph the parcel before throwing away the box.
2. Change-of-mind returns
Items can be returned within 7 days of delivery if they are unused, in original packaging and in resaleable condition. This covers diyas, lights, decor, thalis and puja kits with all seals intact.
- Email us within 7 days of delivery with the order number and the item you want to return.
- We confirm the return address (our Hyderabad address on the Contact Us page) and a return reference.
- Pack the item securely and send it by any courier or India Post. The return shipping cost is borne by you. Keep the tracking number.
- When the item reaches us and passes inspection, we refund the product price under Section 4.
Items that arrive used, broken because of poor return packing, or without original packaging may be refunded partially or not at all. We will tell you before making a decision.
3. Items that cannot be returned
For hygiene and safety reasons we do not accept change-of-mind returns on:
- ghee wicks, agarbatti, dhoop and camphor;
- items sold as “final sale” on the product page;
- personalised or custom-packed hampers.
These items are still covered under Section 1 if they arrive damaged or incorrect.
4. How refunds are paid
Since every order is cash on delivery, we cannot refund to a card. We refund by:
- UPI to the ID you give us, or
- Bank transfer (NEFT/IMPS) to the account name, number and IFSC you give us.
Refunds are processed within 7 working days of approving a damage claim or receiving a change-of-mind return. Your bank may take a further 1 to 3 working days to show the credit. We refund the full product price. For change-of-mind returns, the return courier cost is not refunded.
We delete the bank or UPI details you send us within 30 days of completing the refund.
5. Refused or undelivered parcels
If you refuse a cash on delivery parcel at the door, the order is cancelled and no money changes hands, so no refund is needed. If a parcel is returned to us because the courier could not reach you after three attempts, we contact you before re-sending. Repeated refusals may lead us to decline future orders to that address.
6. Gift orders
If the order was a gift and the recipient reports damage, either you or the recipient can contact us. The refund goes to whoever paid the cash at the door, unless both parties agree otherwise in writing.
7. Your legal rights
Nothing in this policy limits your rights under the Consumer Protection Act, 2019. If you are not satisfied with how a return or refund was handled, contact our Grievance Officer.
Contact
Email: diwalideals23232@gmail.com Return address: Diwali Special Deals, 15-2-73/2 Gowliguda Chaman, Hyderabad, Telangana 500012.