About Rooh Rakhi and our Products

1. What does Rooh Rakhi sell?

Rooh Rakhi solely sells Rakhis, Rakhi sets and Rakhi hampers. We do not sell anything else for any other occasion.

2. Are the rakhi images shown on the website accurate?

We do our best to uniquely represent all of our images and descriptions of rakhis and rakhi hampers. We will try to send you the exact Rakhi, Rakhi set or hamper you ordered, but slight differences may happen due to on-screen settings or the nature of a handcrafted item.

3. Will I get free items with my Rakhi order?

Yes, we send you basic packing materials (Rakhi Box and rakhi tied on a custom raksha bandhan rakhi theme card), and a pre-printed greeting card as a gift with all Rakhi gift orders. Of course, please note that these free items cannot be requested as missing, cannot be resent, and do not have to be the same as depicted in the photos.

4. How will my personal message be included with the Rakhi?

The personal message you include with the order will be printed on the packing slip that accompanies your order. We do not use any separate decoration greeting cards as your personal message.

Ordering Process

5. How do I place an order on Rooh Rakhi online?

It is easy! Simply browse our stock for Rakhis, Rakhi sets and Rakhi hampers; put the Rakhis, Rakhi sets and Rakhi hampers you want into your cart and go to check out, ensuring you fill out all billing and shipping information correctly.

6. Can I place an order from outside of India and have it delivered in India?

Yes, of course! We accept rakhi orders from customers residing anywhere in the world for delivery to any serviceable destination in India.

7. What forms of payment do you accept?

We accept several secure payment options like most credit/debit cards, net banking and other digital payment options which you can find under checkout.

8. Is my payment information secure?

Yes, all payments you make are processed through secure third-party payment gateways. We never store your complete credit card or bank details on our servers.

9. What is included in the amount I pay?

The amount on our website includes the MRP of the product, our service costs, all GST or other taxes, delivery/shipping fees, and all commissions.

10. Can I modify or cancel my order after I place it?

All requests for cancelling orders must be submitted within 12 hours of the original order being placed, both by phone and by email info@roohrakhi.com. Once an order is loaded for dispatch it can no longer be modified or cancelled.

Shipping & Delivery

11. Do you offer same day delivery?

No, we do not provide same day delivery for any of our Rakhi products.

12. What delivery options do you provide and what are the time frames?

We provide two different delivery options:

• Standard Delivery: 3 to 10 working days from the day of dispatch, depending on the delivery address.
• Express Delivery: 1 to 3 working days from the day of dispatch, depending on the delivery address.

13. What are your delivery hours?

The deliveries will be made during the day only, usually from 9:00 AM – 5:00 PM IST, only on working days.

14. Do you deliver on weekends or public holidays?

Currently, Deliveries are not made on Saturdays, Sundays and Public Holidays in India.

15. How quickly will you process my order?

We use a First In, First Out (FIFO) basis for processing orders. Orders received after 7:00 PM IST, will be processed on the next working day.

16. What if I place my order very close to Raksha Bandhan?

If we get your order late presenting to Raksha Bandhan, you may get it on the next working day or later. Because we are not responsible for deliveries after “high order” volume confirmation, we take on no responsibility.

17. Can I change my shipping address after I place my order/shipment?

It is imperative that you provide correct shipping details before placing your order. Once your order has been shipped your shipping address cannot be updated or changed. You can access the courier service for any shipments for re-routing to another address when they are in prior possession, but this is out of our control.

18. What happens when the recipient is not home?

If the person is not home to receive your order, the courier person may leave the product in a safe place (for example, post box, or doorstep [only to be confirmed with information we can trust]), or they may leave a calling card for the recipient to contact the courier company to re-deliver or provide customer pick up service. We will not be held liable for any delay or non-delivery if the recipient is not home.

Tracking Your Order

19. How do I track my order?

We provide tracking numbers for trackable orders only. You can check the status of your order online at the third-party courier company’s website using the tracking number we provide.

20. What if my tracking information has not been updated?

Your order status is updated once your order is shipped. If you do not see your tracking information updated within 24 hours from when you have received the shipping confirmation, you then need to let us know right away for your order status. The responsibility is yours to contact us.

21. Does everything come with tracking numbers?

No, we do not provide tracking numbers for non-trackable items and hold no responsibilities for delivery confirmation of non-tracked items.

22. What happens if I do not receive my product within 7 days of shipment?

If you do not receive your product within 7 days of the shipment date, you need to contact us via email at info@roohrakhi.com.

Returns, Refunds & Disputes

23. What is your return policy?

We do not accept returns on items that are not defective or wrong. Our policy provides refunds for limited reasons, as outlined in our Return & Refund Policy.

24. When can I get a refund?

We will only refund orders in two cases.

• – If you received a wrong Rakhi (a Rakhi that is different from what you ordered).
• – If you received a defective Rakhi (the motif is broken, thread is broken, or differs from the image shown). Please see our Return & Refund Policy for what type of evidence (unboxing video, defect video) we require.

25. How do I report a defect or wrong Rakhi?

The receiver/sender must report any product defect or damage occurred in their order within 12 hours of receipt of the products. You must send us an unboxing video and if it is a defect, a video of the defect. You must contact our team by email at info@roohrakhi.com.

26. What happens if I made a mistake in the delivery address or incorrect recipient details?

We will not run refunds for mistakes made by the purchaser, such as a wrong or incomplete delivery address, not able to contact the recipient, or where the purchaser did not collect from a local store from where delivery was attempted. The perishable goods will not be refunded in this situation.

27. Where should I direct any formal order disputes or complaints?

For any order dispute or formal complaint, you must send over a detailed email to info@roohrakhi.com.