Returns & Refunds

Refund & Cancellation Policy

Last Updated: August 11, 2026

At PujaRoots, we specialize in sourcing puja, religious, spiritual, and cultural items from India based on each customer's individual requirements. Because many orders are specially sourced or purchased for a specific customer, our refund and cancellation policy is designed around the custom nature of our service.

1. Custom Orders

Many PujaRoots orders are specially sourced based on the customer's requested items, specifications, quantity, tradition, or occasion.

Once an order has been approved and the products have been purchased or sourcing has started, the order may not be eligible for cancellation or a full refund.

Before purchasing the items, we will provide an order summary or quotation for your approval whenever reasonably possible.

2. Service Fee

A $20 PujaRoots sourcing and service fee may apply to each custom order.

This fee covers services such as:

  • Reviewing your requirements

  • Identifying and sourcing requested products

  • Communicating with suppliers

  • Coordinating your order

  • Quality checking and consolidating products

  • Preparing the order for shipment

The service fee is non-refundable once sourcing or order processing has started.

If you cancel your request before PujaRoots begins sourcing or purchasing products, the service fee may be refunded at our discretion.

3. Product Refunds

If an item has not yet been purchased or sourced, you may request cancellation and a refund for that item.

If the item has already been purchased specifically for your order, the item may not be eligible for cancellation or refund unless:

  • PujaRoots is unable to provide the item;

  • The item received is materially different from what was approved;

  • The item arrives damaged or defective; or

  • PujaRoots otherwise agrees to provide a refund.

Because many products are custom-sourced from India, we cannot guarantee that a supplier will accept a return after an item has been purchased.

4. Incorrect or Missing Items

If you receive an incorrect or missing item, please contact us within 7 days of delivery.

Please provide:

  • Your order number

  • A description of the issue

  • Photographs of the received products and packaging

  • Any other information we reasonably request

After reviewing the issue, PujaRoots may provide a replacement, partial refund, full refund for the affected item, or another appropriate resolution.

5. Damaged Products

If your order arrives damaged, please notify us within 48 hours of delivery and provide clear photographs of:

  • The damaged product

  • The outer shipping package

  • Internal packaging

  • Shipping label

We will review the claim and, where appropriate, work with the shipping provider and/or supplier to arrange a replacement or refund.

For fragile or delicate products, customers should retain the original packaging until the claim has been resolved.

6. Shipping Charges

International shipping charges are generally non-refundable once the order has been shipped.

If an order is returned to PujaRoots because of an incorrect address, refusal of delivery, failure to pay applicable import charges, or failure to receive the shipment, additional shipping or return costs may apply.

7. Customs Duties, Taxes & Import Charges

International orders may be subject to customs duties, taxes, brokerage fees, or other import charges in the destination country.

These charges may be collected before or after delivery depending on the shipping method and applicable customs arrangements.

PujaRoots is not responsible for additional charges imposed by customs authorities unless those charges were expressly included in the customer's approved order.

Failure to pay applicable customs or import charges does not automatically qualify an order for a refund.

8. Delivery Delays

Estimated delivery times are provided for guidance only and are not guaranteed.

International shipments may be delayed due to:

  • Customs clearance

  • Weather

  • Carrier delays

  • Government regulations

  • Incorrect or incomplete address information

  • High-volume periods

  • Other circumstances outside PujaRoots' control

A shipping delay by itself does not automatically qualify an order for a refund.

9. Products That Cannot Be Returned

Due to the nature of our business, certain products may not be eligible for return or refund once purchased, including:

  • Custom-sourced products

  • Personalized products

  • Products purchased specifically at the customer's request

  • Items that cannot reasonably be returned to the supplier

  • Products that have been used, altered, damaged, or opened where applicable

10. Refund Processing

If a refund is approved, it will generally be issued to the original payment method.

The time required for the refund to appear in your account depends on your payment provider or bank.

Any approved refund will normally exclude non-refundable service fees, shipping charges, customs charges, or other third-party charges, where applicable.

11. Customer Responsibility

Customers are responsible for providing accurate:

  • Name

  • Shipping address

  • Phone number

  • Email address

  • Product requirements

  • Quantity and specifications

PujaRoots is not responsible for additional costs resulting from incorrect or incomplete information provided by the customer.

12. Special Occasions

If you are ordering products for a specific date, ceremony, festival, wedding, or other time-sensitive occasion, please place your order sufficiently in advance.

We recommend contacting PujaRoots before placing an order if the products are required by a specific date.

We will do our best to meet requested delivery dates, but international shipping and customs clearance are outside our complete control.

13. How to Request a Refund

To request a cancellation, refund, replacement, or report a damaged/incorrect item, please contact PujaRoots through the contact details provided on our website.

Please include your order number and a clear explanation of the issue.

We will review each request fairly and provide a resolution based on the circumstances of the order.

14. Contact

If you have questions about this Refund & Cancellation Policy, please contact PujaRoots through the contact information available on our website.

PujaRoots reserves the right to update this policy from time to time. Any changes will be posted on this page with an updated "Last Updated" date.