LAST UPDATED:24 July 2026

OUR APPROACH

Every Vimoksh piece is prepared with care, and we want your order to reach you safely and feel right when you receive it.

Because our products are handmade, minor differences in colour, shape, size, texture, stitch placement and finish are natural. These variations give each product its individual character and are not normally considered defects.

However, if your order reaches you damaged, defective, incomplete or different from what you ordered, please contact us. We will do our best to make it right.

1. RETURN WINDOW

You may request a return for an eligible product within seven calendar days of the date on which the order is delivered.

To begin a return, email vimoksh23@gmail.com with:

• Your full name  

• Order number  

• Product name  

• Reason for the return  

• Clear photographs of the product and packaging  

• A short video, where available and helpful  

Photographs or video help us understand the issue more quickly but will be requested only where reasonably necessary.

Please do not send a product back without receiving return instructions from us.

2. ELIGIBLE RETURNS

A return may be accepted where:

• The product arrived damaged  

• The product has a manufacturing defect  

• You received the wrong product  

• A product or component is missing  

• The product materially differs from the description on the website  

3. RETURN CONDITIONS

To be eligible for a return, the product must:

• Be unused and in its original condition  

• Include its original packaging, tags and accessories  

• Show no sign of burning, washing, wearing, staining, damage or alteration  

• Be packed safely for return transit  

• Be accompanied by the order number or purchase information  

A returned product may be rejected if it is damaged after delivery due to misuse, careless handling or inadequate return packaging.

4. PRODUCTS THAT CANNOT BE RETURNED

Unless the product arrived damaged, defective or incorrect, returns will not be accepted for:

• Personalised or customised products  

• Products made to order according to customer-selected specifications  

• Candles that have been lit, burned or used  

• Crochet products that have been worn, washed, stretched, stained or altered  

• Gift cards or vouchers  

• Products marked “Final Sale” or “Non-Returnable”  

• Clearance products where the non-returnable condition is clearly disclosed  

• Products damaged through improper use or failure to follow care instructions  

• Products returned after the applicable return period  

5. HANDMADE VARIATIONS

Small variations are part of the handmade process.

The following will not normally qualify as defects:

• Slight differences in colour or shade  

• Minor differences in shape or dimensions  

• Variations in crochet tension or stitch placement  

• Small differences in decorative positioning  

• Minor surface variations in handmade candles  

• Colour differences caused by screen or lighting settings  

A return will still be considered if the variation materially affects the product’s intended use or differs significantly from the description provided.

6. DAMAGED, DEFECTIVE OR INCORRECT PRODUCTS

Please notify us as soon as possible, preferably within 48 hours of delivery, if the order arrives damaged, defective, incomplete or incorrect.

Email vimoksh23@gmail.com with the order details and clear photographs of:

• The outer shipping package  

• The shipping label  

• The internal packaging  

• The affected product  

Once verified, we may offer:

• A replacement  

• An exchange  

• Store credit  

• A full or partial refund  

For an approved damaged, defective or incorrect-product claim, Vimoksh will bear the reasonable return-shipping cost or arrange a pickup where service is available.

7. RETURN PROCESS

Step 1:

Email vimoksh23@gmail.com within the return period.

Step 2:

Wait for confirmation and return instructions.

Step 3:

Pack the product securely in its original packaging where available.

Step 4:

Hand the parcel to the approved courier or ship it to the address provided by our support team.

Step 5:

Keep the shipping receipt and tracking number until the return is completed.

Products sent without prior authorisation may not be accepted or traceable.

8. INSPECTION

Returned products are inspected after they reach us.

We will inform you whether the return has been approved or rejected.

Inspection generally takes three to five business days after receipt, although additional time may be required during busy periods.

9. REFUNDS

For an approved return, the refund will ordinarily be processed within seven to ten business days after inspection.

The refund will be issued to the original payment method unless another method is agreed or required because the original method is unavailable.

Your bank or payment provider may take additional time to display the amount in your account.

For cash-on-delivery orders, we may request bank or UPI details to process the refund securely.

A refund may be requested before the order has been dispatched by Vimoksh. This is applicable only to non-personalised products. Once an order has been dispatched, a refund cannot be requested on this basis and will be subject to the applicable return and refund conditions outlined in this policy.

10. SHIPPING CHARGES

Original shipping charges are refundable only when:

• The wrong product was delivered  

• The product arrived damaged  

• The product was defective  

• The complete order was not delivered  

• The return resulted from an error by Vimoksh  

Original and return-shipping charges are not refundable product.

11. ORDER CANCELLATIONS

You may request an order cancellation before dispatch by contacting [CUSTOMER CARE EMAIL].

Cancellation cannot be guaranteed after processing, personalisation or packing has started.

Custom and personalised orders cannot be cancelled once production begins.

An order that has already been dispatched cannot normally be cancelled. It may be returned after delivery only when eligible under this policy.

12. FAILED OR REFUSED DELIVERIES

If an order is returned to us because:

• The delivery address was incomplete or incorrect  

• The customer could not be reached  

• Delivery was repeatedly refused  

• The customer did not collect the parcel  

we may deduct the original and return-shipping costs from the refund.

If you ask us to resend the order, additional delivery charges may apply.

13. SALE AND DISCOUNTED PRODUCTS

Sale products may be returned only where the product page does not state that the item is final sale or non-returnable.

A damaged, defective or incorrect sale product may still be reported to us and will be reviewed fairly.

14. GIFTS

Where a gift is returned, any approved refund will generally be issued to the original purchaser or original payment method.

We may offer the gift recipient an exchange or store credit where appropriate and agreed.

15. CONTACT AND GRIEVANCE SUPPORT

For cancellations, returns, refunds or complaints, contact:

Vimoksh Customer Care

Email: vimoksh23@gmail.com

Phone: +91-7981639953

Working hours: Monday to Friday 10am to 7pm

Grievance Officer:Anuradha Mukherjee

Grievance email: vimoksh23@gmail.com

Business address: Vimoksh

We aim to acknowledge formal consumer complaints within 48 hours and resolve them within one month from the date of receipt, subject to the nature of the complaint.