🔁 Refund & Return Policy
Details on returns, replacements, refunds, and the conditions you need to follow.
Last Updated: [20 April 2026]
Thank you for shopping with Thakurghor. We take special care to deliver high-quality, authentic products for your puja, rituals, and home. To ensure a fair and transparent experience, please read our Refund & Return Policy carefully.
1. Eligibility for Returns & Replacements
You may request a return or replacement only under the following conditions:
A. Damaged or Defective Product
If the item arrives broken, damaged, or malfunctioning, you are eligible for a refund or replacement.
Damage must be visible in the unboxing video (see Section 4).
B. Wrong Product Delivered
If you receive an item different from what you ordered, we will provide a refund or replacement.
C. Missing Items
If any item is missing from the parcel, we will refund or re-send the missing product.
D. Exchange for Another Design
If you want to exchange the delivered item for a different design (not our fault):
- You must ship the item back to us.
- You will bear both forward & return courier charges.
- Exchange is subject to stock availability.
2. Conditions Under Which Returns Are NOT Accepted
We do not accept returns in the following cases:
No unboxing video or lack of clear photographic proof.
Return request raised after 72 hours (3 days) from the date of delivery.
Product used, tampered, or not in its original condition.
Items damaged after delivery due to mishandling.
Custom-made, personalized, or made-to-order items.
Ritual items that are sensitive/fragile by nature (e.g., shola work, organic items), unless broken during shipping.
Parcels accepted despite being visibly damaged or unsealed.
3. Return Request Window
You must contact us within:
72 hours (3 days) from delivery
Along with video & photo proof (See Section 4)
Requests made after this period will not be accepted.
4. Mandatory Unboxing Video Requirement
To process any return or refund, you must provide:
A clear, continuous unboxing video showing:
The unopened parcel from all sides
Courier label
Opening of the package
The product condition
At least 2–3 photos of the product and outer box.
Without this proof, we cannot accept any claims, as this helps prevent misuse and ensures fair handling for all customers.
5. Refund Policy
5.1 When Refunds Are Applicable
Refunds will be provided when:
The product is damaged or defective on arrival.
The wrong item is delivered.
A replacement is not possible due to lack of stock.
The product is missing from the parcel.
5.2 Refund Method & Timeline
Refunds are processed to the original payment method (UPI/Bank/Card/Wallet).
It may take 5–7 working days after approval.
Shipping charges are non-refundable, except when the fault is on our side.
6. Replacement Policy
Replacements depend on stock availability.
Replacement shipping may take 7–10 working days.
If the item is out of stock, you may opt for:
A refund
Store credit
Exchange with a similar item (price difference may apply)
7. Customer Responsibility (Shipping Charges)
You must bear shipping charges when:
You want to exchange the product for a different design.
You want to return the product without any fault on our side.
You select express delivery and still want a refund (only product cost is refundable).
If returning an item, you must ship it back using a reliable courier.
8. Delivery Time & Dispatch Guidelines
Kolkata deliveries: 2–5 working days (product-dependent)
Rest of India: 5–10 working days under normal circumstances. Remote locations and festive periods may take up to 15–20 working days.
During festive seasons, processing and delivery may take longer.
Courier partners and Thakurghor are separate entities; delays due to courier logistics are not within our control.
9. Product Characteristics & Handmade Disclaimer
Many of our items are handmade, particularly shola work, clay items, and customized puja articles.
Slight variations in colour, design, or dimensions may occur — these are not defects.
Minor components such as lace or stones may become loose; these can be easily fixed with Fevicol (avoid superglue).
10. Order Cancellations
Orders can be cancelled only before dispatch.
Once shipped, the order cannot be cancelled.
Approved cancellations are refunded within 24–48 hours.
11. Volumetric Weight & Shipping Charges
Some items (e.g., topor, decorative items) are lightweight but require large boxes for safe delivery.
In such cases, shipping charges are calculated based on volumetric weight, not actual weight.
Example:
A 500g item packed in a large box may be billed as 5–6 kg.
For shipping charge clarification, contact us before ordering.
12. Cash on Delivery (COD)
COD charges (if applicable) are non-refundable.
13. How to Raise a Return/Refund Request
To raise a return or refund claim, email us at:
📧 thakurghor.official@gmail.com
Include:
Order ID
Your name & contact
Unboxing video
Photos of item + box + label
Description of the issue
Our team will respond within 24–48 working hours.
14. Contact Us
If you have any questions about returns, refunds, delivery timelines, or product details, feel free to contact us:
📧 Email: thakurghor.official@gmail.com
💬 WhatsApp: +91 62911 09040
Please include in the subject line:“Refund/Return Request – Thakurghor” when contacting us.
Our team will get back to you within 24–48 working hours.
Thakurghor — Your trusted online store for authentic Puja Samagri