Refund & Cancellation Policy

Overview

At Mokshita Enterprises, we take pride in the quality and authenticity of every product we sell. Our handicrafts are handmade by skilled artisans and may carry slight natural variations — these are marks of genuine craftsmanship, not defects.

Handicraft Returns & Refunds

We accept returns on most handicraft items within 14 days of the delivery date, provided the item is:

• In its original, unused condition
• In its original packaging
• Accompanied by proof of purchase (order confirmation email or invoice)
• Not a custom-commissioned or personalised item

To initiate a return, email us at mokshitaenterprises2024@gmail.com with your order number and reason for return within 14 days of delivery. We will provide return shipping instructions.

Return shipping costs are the responsibility of the customer unless the item is defective or incorrectly dispatched.

Non-Returnable Items

The following items cannot be returned or refunded:

• Custom commissions: Items made to order with personalised specifications (once production has commenced)
• Perishable goods: Any food items or consumables (if applicable)
• Digital products: E-vouchers, digital downloads, or gift cards
• Items returned after 14 days of the delivery date without prior authorisation
• Items that have been used, washed, or altered from their original condition

Damaged or Defective Items

If your item arrives damaged, defective, or significantly different from the description, please:

1. Photograph the item and packaging immediately upon receipt
2. Email us at mokshitaenterprises2024@gmail.com within 48 hours of delivery
3. Include your order number, photographs, and a brief description of the damage

We will arrange a full refund or replacement at no additional cost to you. Claims submitted after 48 hours of delivery may not qualify for a free return or replacement.

Travel Package Cancellations

For travel package bookings, the following cancellation policy applies:

To cancel a travel booking, please notify us in writing via email at mokshitaenterprises2024@gmail.com. Cancellations are processed from the date we receive your written cancellation request.

For packages that include third-party bookings (hotels, flights), the cancellation policies of those providers may apply in addition to ours.

Refund Process & Timeline

Once your return or cancellation is approved:

1. We will send a refund confirmation email within 2 business days of receiving and inspecting the returned item (for products) or processing your cancellation request (for travel).
2. Refunds are issued to the original payment method used at the time of purchase.
3. The refund processing timeline depends on your payment method:

If you have not received your refund within the stated timeline, please check with your bank first, then contact us if the issue persists.

Payment Gateway Refunds

All online refunds are processed through Razorpay. Razorpay may charge a refund processing fee in certain cases (e.g., for international transactions), which will be deducted from the refund amount. We have no control over Razorpay's processing timelines once the refund has been initiated from our end.

For payment gateway-related queries, you may also contact Razorpay's support at razorpay.com/support.

Cancellation by Mokshita Enterprises

In rare circumstances, we may need to cancel your order or travel booking. This may occur due to:

• Product unavailability or discontinuation
• Force majeure events (natural disasters, government restrictions, pandemics)
• Pricing or administrative errors
• Suspicion of fraudulent activity

In such cases, we will notify you promptly and issue a full refund within 7 business days. We will not be liable for any additional costs or losses incurred as a result of our cancellation.

Need Help With a Return or Refund?

Our customer support team is available Monday to Saturday, 9 AM – 7 PM IST. We aim to resolve all refund and return queries within 48 hours.