Please read this policy before you place an order or book a consultation. In short: products cannot be returned, but an order can be cancelled until it ships; a consultation refund is credited to your Macliys Coin wallet; and Macliys Coins themselves cannot be refunded.
No returns
We do not accept returns or exchanges on any product we sell. Once an order is confirmed and dispatched it cannot be sent back to us. This applies to every item in our catalogue — gemstones, rudraksha, malas, bracelets, yantras and pooja items — and equally to energised, custom or made-to-order pieces prepared specifically for you.
Cancelling a product order
You can cancel an order from My Orders until it is shipped. If you have paid for it, the full amount is refunded: any Macliys Coins you used go back to your wallet, and any amount you paid by card, UPI or net banking is returned to the same payment method. Your bank or payment provider normally takes 5–7 business days to show that refund. Once an order has shipped it can no longer be cancelled.
Consultations
You can reschedule a booked consultation once, at no charge, up to 12 hours before it starts, from My Consultations. To cancel a consultation, write to us before it starts. If a paid consultation is cancelled before it starts — at your request, because the astrologer cannot attend, or by us — the full amount you paid is credited to your Macliys Coin wallet. If an astrologer is unable to attend a confirmed session, we will also offer to reschedule it at a time convenient to you at no further cost.
A session you miss or join late is treated as delivered and is not refunded, and neither are reports already prepared or delivered. Astrology, tarot, numerology and vastu guidance is advisory in nature and no particular outcome is promised, so a refund is not available on the ground that the guidance did not produce a desired result.
Per-minute calls and chats
A per-minute call or chat is charged only for the minutes used, at the per-minute rate shown before you start. While it runs, enough coins for the session are held in your wallet; whatever is not used is released when it ends. Nothing is charged if the astrologer does not answer. Minutes already used are not refunded.
How refunds are paid
A consultation refund is credited to your Macliys Coin wallet as coins, whoever cancelled. If your wallet cannot receive it — for example while it is frozen during a payment dispute — the refund is returned to the original payment method instead. We may also, at our discretion, return a particular refund to the original payment method.
Macliys Coin
Macliys Coin is the stored value in your Divine Sukoon wallet.
- 1 Macliys Coin is worth ₹1 and can be used only to pay for consultations, calls, chats, products and services on Divine Sukoon.
- Coins cannot be withdrawn as cash, transferred to another person, or used anywhere else.
- Every coin has an expiry date, shown to you when it is added and on your wallet page. Coins you buy are valid for 12 months from the day you buy them; bonus coins are valid for the period shown against them. Expired coins are forfeited.
- Coins cannot be refunded or returned once bought, in part or in full.
- A refund credited to your wallet as coins follows these same rules.
- We may freeze a wallet while a payment dispute is investigated.
- Every coin movement is recorded, and you can see your full history on your wallet page at any time.
Damaged, defective, wrong or undelivered orders
Nothing in this policy takes away the rights available to you under the Consumer Protection Act, 2019. If your order arrives damaged or defective, if you receive an item you did not order, or if a confirmed order is not delivered at all, write to us within 48 hours of delivery — or of the expected delivery date — at contact@divinesukoon.co.in with your order number and photographs of the item, its outer packaging and the shipping label. Verified cases are resolved by replacement or reshipment of the item at no further cost to you.
Failed and duplicate payments
If an amount is debited but no order or booking is created against it, that transaction is reversed by your bank or payment service provider, normally within 5–7 business days. This is a failed-transaction reversal by the payment system and not a refund under this policy. If it does not reach you within that period, write to us with the bank or gateway transaction reference and we will pursue it with our payment partner.
Natural variation is not a defect
Gemstones, rudraksha and other natural materials vary in colour, shade, shape, size, weight and inclusions, and product photographs are indicative rather than exact. Such variation is inherent to natural material and is not treated as damage or a defect.
Grievance redressal
In line with the Consumer Protection (E-Commerce) Rules, 2020, any complaint about an order may be sent to our Grievance Officer at contact@divinesukoon.co.in or +91 90981 51610. We acknowledge every complaint within 48 hours with a ticket reference and resolve it within one month of receipt. You may also approach the National Consumer Helpline on 1915 or at consumerhelpline.gov.in.