Return & Exchange Policy

Cancellation Policy:

• Orders once placed WILL NOT be cancelled.
• If you are unsure of the product, we request you to be completely certain before making your purchase.
• If You cancel any order, INR 100/- towards the two-way shipping fee will be deducted, and the remaining amount will be added to your wallet.
• Please Note, NO REFUNDS will be initiated any cancelled orders.

Exceptions:

•  If you do not receive your order within 15 working days, from the date of the Dispatch, you have the right to cancel the order if you change your mind.
•  In case the courier declares your parcel lost or damaged, you are eligible for a cancellation or replacement, as per your preference.

Return Policy:

• As these are energy products, we do not accept returns or refunds for regret purchases. Please confirm your order after thorough consideration.
• If you receive a damaged or incorrect product, we take full responsibility and will replace it promptly. Any replacements will be initiated within 48 Hours and shall be delivered within the normal delivery time frames. To process the claim, we require a complete unboxing video.
• If you wish to cancel the order in such a situation, we will initiate a refund within 7 working days or credit the balance amount to your wallet immediately.

 Refund Policy:

• We do not offer refunds on purchase regrets. Once purchased, the order cannot be canceled as these are energy products that cannot be resold or reassigned.
• To avoid dissatisfaction, please explore our website and understand the usage of the crystals before making your purchase.
• If you receive a damaged product with valid evidence of an unboxing video, we will provide a replacement as per our policies.
• In case you do not receive your product, within 15 working days from the date of the Dispatch. We will issue a refund or a replacement as per your request. Refunds will be initiated within 7 working days from the day you raise your dispute.
• If a customer overpays for a product, the excess amount will not be refunded to the original source. Instead, a credit note will be issued, which must be utilized within 6 months, or it will be forfeited.

Exchange Policy –

• We ask for a wrist size before placing the order. Please ensure you measure your wrist as shown in the product carousel and select the correct size for the bracelet.
• Purchased products cannot be exchanged for size-related issues, so please select your size correctly before making the purchase.
•  If you receive a damaged or incorrect product, after verifying your unboxing video, we will initiate the necessary actions towards the exchange within 48 hours of the Complaint Raised. 
• All our products are made with natural semi-precious stones, and therefore, they may look different from the images. Image-to-product variations will not be eligible for exchange.

Note:   

This return and refund policy is subject to change without notice. Please check our website for the most up-to-date policy information.

Thank you for choosing Cold Lava. We appreciate your understanding and cooperation.