Refund and Returns Policy

This policy applies to every order placed on this website, sold by Pervesh Singh. Please read it before you order. Placing an order means you accept these terms.

Damaged or broken on arrival

The fountain is ceramic and glass. We double box it with foam, but couriers are couriers. If it reaches you broken or damaged, we replace it free or refund you in full, whichever you prefer.

To claim, record a single unbroken video that starts before you open the outer parcel and continues until the item is fully unwrapped, then send it to us on WhatsApp within 48 hours of delivery. The unboxing video is required. Without it we cannot tell courier damage apart from damage after delivery, and we cannot approve the claim.

You do not need to send the broken item back. Once we see the video we ship the replacement or start the refund the same working day.

Wrong item, missing item or missing cones

Tell us within 48 hours of delivery with a photo of what arrived and a photo of the shipping label. We send the correct or missing item at no cost to you.

Change of mind

We do not accept returns or give refunds because you changed your mind after delivery. This is a fragile handmade item and it cannot be resold once it has left us and come back. We would rather say this plainly here than surprise you later.

So please check the pack size and the price before you confirm. If you are unsure about anything, message us on WhatsApp first and we will answer.

Cancelling before dispatch

You can cancel any order before it is dispatched. Message us on WhatsApp with your order number. For a fully prepaid order we refund the entire amount. For a cash on delivery order the ₹100 confirmation amount is not refunded, as explained below.

The ₹100 confirmation amount on cash on delivery

Pay ₹100 now to confirm your order. This is adjusted against your total, so you pay the remaining balance on delivery. The ₹100 confirmation amount is non-refundable if you cancel or do not accept the delivery. It is fully refunded only if we are unable to deliver your order.

We ask for it because every refused cash on delivery parcel costs us the courier charge both ways. The ₹100 keeps prices at ₹999 for the people who do accept their orders. It is not a fee we keep on top of your order, it comes off your total.

You get the ₹100 back in full when:

• we cannot deliver to your pincode
• the item is out of stock
• we cancel your order from our side for any reason

You do not get the ₹100 back when:

• you cancel the order yourself
• you refuse the parcel at the door
• the parcel comes back to us because nobody accepted it after three attempts

If we cannot deliver a prepaid order

You get a full refund of everything you paid, to the same payment method you used. No deductions.

Refund timeline

We start approved refunds within one working day. The money reaches your original payment method in 5 to 7 working days after that, depending on your bank. Refunds always go back to the method you paid with. We cannot send a refund to a different account, UPI ID or card.

How to raise a request

Message us on WhatsApp or email support@shivlingfountain.in with your order number and the video or photos. We reply 10am to 7pm, Monday to Saturday.