Return & Refund Policy

Last updated: 29 September 2026

At Mandiram we want you to be happy with every piece you bring into your home. Because our idols and pooja items are solid brass and largely handcrafted, please read this policy carefully before ordering.

1. Return window

You may request a return within 7 days of delivery if any of the following apply:

  • The product arrived damaged or broken.
  • The product is defective.
  • You received a different product from the one you ordered.
  • The product is significantly different from its description on our website.

For damaged or broken items, please contact us within 48 hours of delivery so we can raise the matter with our courier while their claim window is still open.

2. Conditions for an approved return

  • The product must be in its original, unused condition.
  • The original packaging must be retained and returned.
  • Any accessories, pouches or items received with the product must be returned with it.
  • The product must not have been used, modified, polished or damaged after delivery.

3. Items that cannot be returned

  • Customised, personalised or engraved products.
  • Products expressly marked Non-Returnable on the product page.
  • Products damaged after delivery through misuse, dropping or improper handling.
  • Products returned without their original packaging or accessories.

4. Handcrafted variation is not a defect

Our pieces are sand-cast in solid brass and finished by hand. Small differences in colour, texture, polish, finish, carving and detailing are natural characteristics of handmade brass, not defects. Dimensions and weight may vary slightly. On-screen colour may differ from the actual product because of lighting, photography and display settings.

5. Damaged or broken on arrival

Brass is heavy and transit damage, though rare, can happen. If your order arrives damaged, please send us:

  • Clear photographs of the damaged product.
  • Photographs of the outer packaging and the shipping label.
  • An unboxing video, if you have one.

Please keep the original packaging until the matter is resolved. We strongly recommend recording a continuous unboxing video when opening fragile items — it lets us resolve damage claims far faster.

After reviewing, we may offer a replacement (subject to availability), a repair where possible, a refund, or another suitable resolution. The outcome depends on the condition of the product and the circumstances of the case.

6. How to raise a return

  1. Email support@mandiram.in or WhatsApp +91 98118 00661 within the applicable window.
  2. Include your Order ID, a description of the issue, and photographs or video.
  3. We will acknowledge your request within 48 hours and tell you whether a pickup can be arranged or a self-ship return is needed.
  4. Do not ship anything back before we confirm — unapproved returns cannot be processed.

7. Refunds

  • Once your return is received and inspected, we will notify you of the outcome.
  • Approved refunds are issued to the original payment method.
  • Refunds are initiated within 3–5 business days of approval. Your bank or payment provider may take a further 5–7 business days to credit the amount.
  • For Cash on Delivery orders, refunds are made by bank transfer or UPI to an account you nominate.
  • Where a return was caused by our error — wrong, defective or damaged item — we bear the return shipping cost.

8. Order cancellation

Before dispatch: you may cancel and receive a full refund of any amount paid.

After dispatch: cancellation may not be possible. Contact us and we will check what options exist.

Cancellation by Mandiram: we may cancel an order if the product is unavailable, a price or listing error occurred, the payment or order appears unauthorised or fraudulent, the delivery address cannot be serviced, or other genuine circumstances prevent fulfilment. Any amount paid on a cancelled prepaid order is refunded in full.

9. Payment issues

Payment failed but money debited: failed transactions are normally reversed automatically by your bank within 5–7 business days. If it is not, contact us with the transaction reference and we will investigate.

Duplicate payment: contact us with both transaction references. After verification the extra amount is refunded to the original payment method.

10. Grievance redressal

In line with the Consumer Protection (E-Commerce) Rules, 2020, we acknowledge every complaint within 48 hours and aim to resolve it within one month of receipt.

Grievance Officer: Riyansh Ahlawat
Email: support@mandiram.in
Phone: +91 9999117050
Address: WZ - 43, Sector 38 Begum Pur, New Delhi, Delhi 110086, India

11. Contact us

WZ - 43, Sector 38 Begum Pur, New Delhi, Delhi 110086, India
Email: info@mandiram.in
Phone / WhatsApp: +91 98118 00661

Please keep your Order ID ready. For damage claims, please also have your photographs, video and packaging details available.