Refund policy

At Stones of Heavens, we take utmost care in packaging your premium orders. However, to ensure complete transparency and protect both our customers and our brand, we have a strict and straightforward policy regarding damaged or incorrect items.

Please read our policy carefully before raising a claim:

🎥 Mandatory Parcel-Opening Video Policy (No Video, No Refund)

To prevent any disputes and process your claims swiftly, we require an uncut, continuous video of the parcel being opened.

• The Rule: You must start recording the video before opening the shipping flyer/box.

• The Process: The video must clearly show the shipping label (with your order details), the sealed package, the process of opening it, and a close-up of the items inside.

• Important: The video must be one continuous shot with no pauses, cuts, or edits.

• Please Note: If a customer fails to provide a proper parcel-opening video starting from the sealed package, we will not be able to process any refund or replacement claims.

🔄 What Happens If Your Item is Damaged, Broken, or Incorrect?

If you have followed the video policy above, and your video clearly proves that an item inside was damaged, broken, or different from what you ordered, we offer you two hassle-free options:

Option 1: 100% Money-Back Refund (Within 2–3 Working Days)

We will refund your full amount directly back to your provided bank account or mobile wallet. Once your claim and video are verified, the refund will be credited to your account within 2 to 3 working days.

Option 2: Free-of-Cost Brand New Replacement

If you still want your product, we will ship a brand-new, perfect replacement to your doorstep. We will bear 100% of the shipping costs—you will not have to pay a single rupee extra.

📩 How to Claim Your Refund or Replacement:

1. Contact our customer support team via WhatsApp or Email within 24 hours of receiving your delivery.

2. Share your Order ID and send us the un-edited parcel-opening video.

3. Let our team know whether you prefer a Full Refund or a Free Replacement.

4. Once verified, we will process your request immediately.